SUMMARY:

• 10+ Years of extensive experience in software requirement analysis, design, coding, development, deployment and production support of complex high performance applications and including over Five Years of excellent experience on ServiceNow Administration and ServiceNow Development.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Leveraging knowledge and experience to deliver end - to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating effort of administrators.
• Very good understanding IT related technologies (Java, J2EE, .Net, Mainframe, Webservice, and Middleware) to discuss with developers and business.
• Very good Experience in remedy also.
• Knowledge of web based development languages; specifically JavaScript, HTML and CSS.
• Extensive working experience in Oracle DBA.
• Installation/Maintenance/Troubleshooting and Configuration of technical BMC Software components on server environment and different modules of Service-Now.
• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/Group management), Functions, Service Catalog and Workflow.
• Maintains and supports ServiceNow operational functions. Monitors ServiceNow application health, usage, and overall compliance.
• Experience with IT Service Management, Service Desk and Change Management processes.
• Experience with integration methodologies and development as well as building integration to external systems, currently using as HTTP, MID Server and Web Service (Construction and integration testing).
• Experience with relational databases such as MS SQL Server and Oracle.
• Experience on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow.
• Articulate technical concepts using easily understandable business language Data Loading/Manipulation/Maintenance System Administration.
• Able to conduct a professional level interview with Questions and Answers, capture and process any follow-up questions made during the session back to the requestor—to train n answer user related queries
• Experienced in the SDLC, sending new applications/modules and controlled code movement from non-creation to generation environment.
• Created experiments for functional and relapse testing.
• Experience in Incident Management on SLA Compliance. Major Activities like tracking life cycle of an incident.
• Hands-on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Created Knowledge articles & mentored & trained business users & Helpdesk users on ServiceNow platform.
• Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help company implement ServiceNow using best practices in ITSM.
• Created user manuals and conducted several UAT’s for end users.
• Possess Good analytical, organizational and planning skills with demonstrated leadership abilities.
• Researched developing trends inside and outside of virtualization and Resolve the most technically complex, mission critical or politically customer issues.
• Deployed and tested products in physical and nested labs.
• Recommended solutions with promising revenue generating potential.
• Adept at developing effective security policies and procedures, project documentation and milestones, and technical/business specifications.

TECHNICAL SKILLS:

OS Platforms: HP Unix, Sun Solaris, Linux,Aix, Windows 2000/XP/NT

Incident & Change Management: CA Advance Help Desk, Remedy

Languages: SQL, PL/SQL

Databases: Oracle 9i/10g/11g, MS SQL Server

Case Tools: Visio

Tools: & Utilities: Toad, SQL Developer, Oracle Enterprise Manager, Putty, Telnet

PROFESSIONAL EXPERIENCE:

Confidential, Jacksonville,FL

ServiceNow Developer

Roles & Responsibilities:

• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, and Reporting.
• Application UI Configuration for different modules (Incident, Problem, Change, CMDB and Service Catalog and other modules).
• Involved in Creation and modification of various Business Rules, Script includes, UI Actions, UI Policies,
• Created Update Sets to migrate customizations from one instance to another instance.
• Created Email Templates and Email Notifications.
• Created various SLA as per client requirement with the Incident Management applications.
• Involved in the development of Presentation layer using JSP, HTML, and CSS and used Struts framework.
• Imported Products, Purchase Orders, Contracts, Software Licenses and Inventory data to new environment.
• Configured Inbound and Outbound Email notifications.
• Setup MID Server used by Discovery and troubleshooting problems with the tool configurations.
• Involved in redesigning the workflows using ServiceNow. workflow editor

Confidential

ServiceNow Developer

Roles & Responsibilities:

• Involved in configuring the Business Rules, Client Scripts in the ServiceNow.
• Involved in various ServiceNow. customizations as per client's requirement.
• Involved in migration between various ServiceNow. instances using Update Sets.
• Involved in redesigning the workflows using ServiceNow. workflow editor
• Setup MID Server used by Discovery and troubleshooting problems with the tool configurations.
• Create and use update sets to move customizations between systems.
• Create, monitor, modify, and publish service catalog workflows with approvals.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

Confidential,, Los Angeles, CA

ServiceNow Specialist

Roles & Responsibilities:

• Involved in gathering the Business Requirements and Interacted with the Helpdesk users and CRM users to understand the existing functionality, current state processes, tools to get a better view of the Business Processes and functionality to develop and configured the ServiceNow Platform.
• Gathered requirement from stake holders for attributes needed to develop Service Catalog items.
• Identifies and Recommends the ITIL v3 methodologies to delivered technical methodologies around the ServiceNow platform.
• Accountable for producing Technical Design Documents that includes application architecture details.
• Involved in discussion with other technical teams to meet the business and technical requirements for ServiceNow, SMTP Admin, IBM Data power, Webservice Owners and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), MID Server and Web Service (Construction, integration testing, and other technical functions).
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Created Data Sources for various external applications. Used Import sets and Transform maps to import data into ServiceNow.
• Created various front end forms.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Supported the team responsible for the implementation and administration of the ServiceNow installation, including managing system configurations, gathered and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined within team.
• Managed MID Server, scheduled jobs, import sets and transform maps to maintain integration with associated databases and maintain CMDB
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now
• Creating requirements documentation
• Creating Service Catalogs for multiple clients
• Created use cases and test plans
• Created documentation

Confidential, Chicago, IL

System Administrator/IT Infrastructure Associate

Responsibilities:

• Management of existing IT Infrastructure including internal network and system operation.
• End user support for day to day IT infrastructure requirements.
• Installation of Oracle databases and client on Unix/Windows servers.
• Installing & configuring Oracle clusterware & Database Software (Troubleshooting using cluvfy& handling common issues that arise during integration of the whole - bugs, network issues, configuration files issues, OCR issue, deinstallation& cleanup of clusterware).
• Upgrading Oracle databases to new release.
• Generating AWR reports and analyze bottlenecks in database.
• Backup and archival of the servers and network devices and LAN issue troubleshooting.
• Providing on call and remote assistance to the users.

Confidential, Sanjose, CA

Administrator

Responsibilities:

• Systems management for day to day requirements.
• Applications management like Office, .Net, Visual Studio, SQL server on the machines.
• IT infrastructure support on Oracle.
• Monitoring & Managing the Tablespace and datafiles growth.
• Installation of Oracle databases and client on Unix/Windows servers.
• Upgrading Oracle databases to new release.
• Managing users with profile management.
• Rman Cloning of Oracle database environment.
• Using SQL Loader to load the data from external/flat files to database tables

Confidential, ATLANTA GA

Administrator

Responsibilities:

• Creating and administrating database objects like table, views, and indexes.
• Installation of Oracle 10g on AIX, HP-UNIX,Redhat Linux AS4m.
• Implementing 10g features like UNDO retention guaranteed, flashback database etc.
• Schema reorganization using 10G new features.
• Installing, Managing and Monitor Oracle Real Application Cluster nodes over Oracle 10G.
• Reorganizing the objects in different tablespaces to avoid fragmentation and for better performance.
• Frequent interacting with developers and working with them in developing application. Using sql trace and explain plan utilities.
• Monitoring wait events and long operations.
• Exporting database using data pump and normal exp when required.

Confidential, ATLANTA GA

Administrator

Responsibilities:

• Installing Oracle software and creation of databases.
• Managing users with profile management.
• Performing logical backups (EXP/IMP).
• Creating table spaces and users.
• Troubleshoot and create dblinks as and when required.
• Created views and materialized views.
• Clone of Oracle database environment.
• Database migration from one server to the other server.
• Patching to new version of oracle software and creation of database manually.
• Implementing CPU and PSU patches.
• Upgradation and patching of database in QA and production environment.
• Database migration from one server to the other server.