SUMMARY

• 9 Years of experience in all phases of Software Development Life Cycle SDLC, quality management systems and project life cycle processes.
• 5years of experience in ServiceNow platform as both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• ServiceNow applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Contract Management and Procurement.
• 4yearsof hands-on expertise in the administration and development applications using BMC Remedy Action Request System 7.1/7.6 and ITSM 7.1/7.6
• Experience in designing, developing administering ITSM suite of applications, AR System 7.x, Remedy Mid-Tier 7.x, Asset Management, SLM 7.X and WebServices.
• Experience upgrading Remedy Action Request System and ITSM from 6.3 to 7.1 and from 7.1 to 7.6 versions.
• Deftness in carrying out implementation, troubleshooting, development and configuration of BMC Remedy and ServiceNow Applications
• Strong technical knowledge of AR System Platform and ITSM Products Incident Management, Change Management, Problem Management, Asset Management, SLM, SRM, CMDB, AIE
• Experience on other BMC Remedy tools - Remedy Migrator 5.X, Remedy Import 6.x
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client
• Functional knowledge and implementation experience of IT Service Management ITSM frameworks and demonstrated project management skills and experience working directly with customers and clients.
• Experience in Application Architecture, Analysis, Technical Design, Development, Implementation, Performance Tuning, Testing, Configuration Management and Release/Build management in all stages of Full Software Development Life Cycle SDLC of software applications using J2EE technologies.
• Attention to detail and complex problem solving abilities from operational and technical perspective.
• Excellent Interpersonal skills, Communication skills, Documentation Skills, problem solving ability, Analytical and Programming skills in High speed, Quality conscious and Multitasked environment

TECHNICAL SKILLS

Products: Service Now, BMC Remedy ARS 6.3, 7.1, 7.5, 7.6, 8.0, BMC Remedy ITSM 7.1, 7.5, 8.0, BMC Atrium CMDB 7.5

Tools: Remedy ARS 5.x/ 6.x/ 7.x, Remedy ITSM 6.x/7.x Incident, Change, Problem, Asset, SLM, Remedy Administrator, Developer Studio, Crystal Reports, BMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB 2.x/ 7.x, BMC Service Request Management 7.6, HP DDM Discovery and Dependency Mapping, BMC ADDM, xMatters

Internet: Remedy Mid-Tier, Remedy Web Services, HTML, JavaScript, XML, JSON

Reporting Tools: Crystal Reports 9, Remedy Reports

Technologies: Java Script, HTML, VB

Databases: Oracle 8, 9, 10g, Ms Access, MsSql Server.

Operating Systems: Solaris, Windows, UNIX

PROFESSIONAL EXPERIENCE

Confidential, Miami, FL

ServiceNow Admin/Developer

Responsibilities:

• New fields were added to support the client requirement along with the set of business and client rules, UI customizations, to fulfill client requirement.
• Updating Incident/Problem/Change module based on client feedback.
• Creating new groups and adding users to the groups in service now.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the Approval workflow and task assignment.
• Experience in generating and reviewing the reports
• ServiceNow Application UI Configuration, Data Loads using import sets, development of reports & metrics for executive management.
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions.
• Integration of ServiceNow LDAP, Web services.
• Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Worked as a Pre-and Post-installation consultant to define and implement industry (ITIL) best practice for the ServiceNow ITSM Platform.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.

Environment: ServiceNow, Dublin, Java script, Jelly Script, Workflows, CMDB, HTML, CSS, AJAX.

Confidential, Charlotte,NC

Service Now Admin/Developer

Responsibilities:

• Worked on the ITIL Process Configuration like Incident, Problem, Change Management, Knowledge Management, service Catalog, SLA and Reporting in Service Now.
• Resolved typical Users access and role issues by checking active directory and users table.
• Style sheet creation for the UI page, Dynamic content and CMS page.
• Involve in running daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Used AJAX to retrieve data from server synchronously in the background without interfering with the display and existing page in an interactive way.
• Design and implementation of service requests through Service Catalog in Service Now.
• Responsible for administering the Service Now instances and clone scheduling process.
• Configured Email, inbound and outbound email actions and developing mail scripts on need basis.
• Worked on CMDB and Asset Management Services: Business Services and Configuration item basis.
• Users are populated into the system using LDAPintegration and worked closely with Service Now
• Configured Service Now for Enterprise Service Request Module.
• Search, populate and customize the knowledge base.
• Creation of UI pages for a better visual appearance in catalog items.
• Involved in client calls to understand requirement feasibility from functional aspect.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Involved in running the daily and weekly jobs to push the data into the application using Import Sets and Transform Maps.
• Investigate performance issues, learn troubleshooting tools and use system logs to find issues.
• Configured multiple forms for asset module using Configuration Management Database.
• Gathered the user business requirements and developed the reports.

Environment: CMS, Import Sets, Transform Maps, Service Catalog, CMDB, Workflows.

Confidential, Herndon, VA

Remedy Consultant

Responsibilities:

• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3 other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Designed and implemented Integrations solution with Emails, SMS, Alerts.
• Develop and maintain the application architecture for business functional areas in compliance with the enterprise architecture.
• Configured mid-tier server.
• Responsible for creating the single sign on through LDAP.
• Created service catalogs, Dashboard.
• Worked on Incident management module as per the requirement and other modules such as ITSM, CMDB and knowledge base.
• ITSM, CMDB and Knowledge base.
• Communication with Business Clients and first point of contact/interface for application issuesand outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• To follow up on escalations and issues with clients and management.
• Prepare Outage reports.
• Worked on JavaScript.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same Known Error Database and Root Cause Analysis report.

Environment: Remedy ARS 8.x/7.x, Remedy ITSM 8.1, Remedy Migrator 7.6, Remedy Data Import 8.1, Crystal reports 2008/9.x, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.

Confidential, NJ

BMC Remedy Developer

Responsibilities:

• Played the role of a Implementer of entire Remedy ARS ITSM suites
• Worked on Multiple High Availability environments with multiple AR servers with shared database.
• Integration with LDAP Active directory auto population of people data in Remedy.
• Integration of third party web application with remedy through inbuilt remedy web services. Used CREATE
• SET and GET operations for automation of ticket in remedy. Web based application has invoked remedy web services for creating and updating of remedy tickets.
• Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
• Integration with BMC Remedy and Net cool for inflow of alarms which created tickets in remedy.
• StandardizedITSM Configuration, SLA Configuration, Email Configuration
• Involved in Developing the Forms, Workflows Building Applications.
• Using the AR Migrator tool to deploy objects from the Development to UAT and UAT to Production

Environment: Remedy ARS 7.1, Midtier 7.1, Approval Server 7.1, Assignment Engine 7.1, CMDB 2.0, Service Desk 7.0.3 Change Management 7.0.3 SLM 7.0.3, Sun Solaris10, Oracle 10g

Confidential

Java/J2EE Developer

Responsibilities:

• Worked directly with user groups in analyzing and specifying business requirements for the design and development of project.
• Suggested and advised clients to tactfully alter workflow of application to increase the efficiency and ease of use.
• Designed and Developed user interfaces using HTML, CSS, JavaScript, jQuery and AJAX.
• Extensively used JavaScript for client side validations.
• Experience with input validation using JavaScript.
• Worked on design of interfaces using web services of external applications.
• Developed application based on SDLC Software Development Life Cycle .
• Created user-friendly GUI interface and Web pages using HTML, JSP.
• Developed UI, which enhanced user efficiency in using the functionality defined after business analysis.
• Designed intuitive responsive web pages using the concept of negative margins and percentages.
• Experience with UI designing for open source CMSs like word press, magneto, joomla etc.
• Designed cross browser compatible web pages.
• Redesigned several web pages with better interface and features.

Environment: HTML, XML, CSS, JavaScript, AJAX, media queries, jQuery.

Confidential - NewYork,NY

PL/SQL/Report Developer

Responsibilities:

• Coordinate with the application team (Java developers) to provide them with the necessary Stored Procedures, functions and packages (Stored Procedures, Functions, Cursors, Ref cursor) and the necessary insight into the data.
• Resolved functional issues in business processes through enhancements.
• Converted business logics to logical and then physical design of database systems.
• Performed tuning and optimization on SQL queries using analyze, explain plan, TKPROF utility, SQL Trace and optimizer hints.
• Extensively used SQL*Loader to load data from flat files obtained from various facilities every day.
• Generated server sidePL/SQL scripts for data manipulation and validation and created various materialized views, global temporary table.
• Generated scripts for creation of new database objects like tables, views, sequences, functions, synonyms, indexes, triggers, packages, Stored Procedures, roles and granting privileges.
• Handled PL/SQL compile-time, runtime errors, and debugging Stored Procedure for business logic modification, granting and revoking Schema Object privileges and roles, responding to system events through triggers.
• Used nested tables, varrays/associative arrays, string indexed, nested collections; wrote PL/SQL programs using collections and compared associative arrays to collections.
• Involved in data loading using PL/SQL and SQL*Loader, external tables and Kron jobs calling Unix (AIX) scripts to download and manipulate files.
• Developed automated Korn Shell Scripts to schedule the load of flat files on daily, weekly and monthly basis.
• Responsible for gathering the requirements for creating data models for data analysis and reporting.
• Regularly analyze review the Crystal Reports developed and make enhancements to them if recommended by the user.
• Developed cross tab reports, sub reports by using Crystal Reports version XI.
• Performed integration testing for checking complete functionality of various modules.
• Participated in daily status meeting to report any bugs, issues and risks.
• Provided 24*7 production supports for complex modules.

Environment: Oracle 10g, SQL*Loader, TOAD, PL/SQL, SQL*Plus, ERwin, Crystal Reports XI,SQL Server 2005, APEX, UNIX, Perl, ClearCase (Version Control), ClearQuest, Windows 2000/XP.