SUMMARY

• Over 8+ years of experience in Information Technology, including 4+ years of expertise in implementing end - to-end Service Catalog, Incident Management, Problem Management, Change Management, Service Level Agreements and monitoring Platform Performance
• Designed, configured and implemented solutions using JavaScript and Ajax leveraging all appropriate components offered by Service-Now to meet specific business needs
• Gathering requirements and converting BRD’s into technical requirements.
• Created design patterns & implementation plans for ServiceNow enhancements.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools
• Core competency areas include IT Service Management using Service Now Tool
• Well versed in all stages of Software Development Life Cycle including proposal, process engineering, requirement analysis, design, development, testing, deployment and support and maintenance with various methodologies such as Waterfall and Agile models.
• Experience in configuring Discovery Schedules and Worked on Discovery and set up mid servers and check for the connectivity.
• Worked on the latest release EUREKA, FUJI which is the advanced release.
• Gathering requirements and converting BRD’s into technical requirements.
• Expert in creating reports using Crystal Reports XI R2/2008.
• Expert in creating views, stored procedures and functions in Sql Server 7/2000/2005.
• Experienced in writing complex formulas in Crystal Reports, SQL queries using Crystal Designer, migration of Crystal Reports in different versions.
• Experience in Migrating DTS 2000 packages to SSIS packages in 2005 using Migration Wizard
• Experience in using SSIS tools like Import and Export Wizard, Package Installation, and SSIS Package Designer.
• Experience in building SSIS packages (.dtsx) involving ETL process, extracting data from various flat files, Excel files, legacy systems and loading into SQL server.
• Proficient Knowledge on Report 2 Web Application (which is used to publish reports).
• Experience installing and configuring Apache Tomcat
• Extensively worked on Active-Active and Active-Passive Clustering
• Excellent experience in Crystal Reports, Desktop Intelligence, Web-Intelligence, Info View, Universe Designer, CMC, Live Office, QAAWS, Xcelsius.
• Excellent data-analysis skills and ability to translate specifications into a working Universe and/or Report.
• Expertise in planning, designing, developing, distributing and maintaining Universes.
• Expertise in Universe designing, developing and generating complex, Adhoc, dashboard Reports.
• Experience in creating Adhoc reports using Business Objects Web Intelligence tools.
• Experience in Installation and configuration of Business Objects, Creation of repositories and security domain with user groups and security implementation.
• Proficient in design, development, coding, implementation and support
• Experience in tuning the performance of SQL queries and ETL process.
• Proficient in SQL and PL/SQL programming to develop Stored Procedures/Functions, Packages and triggers
• Experience in retrieving data using Business Objects Universes, personal data files, stored procedures and free hand SQL methods.
• Proficient knowledge on BO XI Architecture and new features.
• Knowledge on Migration from one version to another.
• Ability to handle multiple tasks and work independently as well as a team member.

TECHNICAL SKILLS

BI Tools: Business Objects 5.x/ 6.x/ XI/ XIR2 (Supervisor, Designer, Reporter, Desktop Intelligence, Web Intelligence, Central Management Console, Info View & Broadcast Agent).Xcelsius 2008, Crystal Reports, Broadcast Agent

ETL Tool: Data Stage7.5

Databases &Utility: Service-Now, Oracle 8i/ 9i/ 10g/11g, SQL Server 2000 and MS Access 2002

Languages: PL/SQL, SQL, C and C++

Testing Tools: Win Runner 7.0, Load Runner 6.0 and QTP 6.5

Platforms: Windows NT/ 2000/ Server 2003/ XP and UNIX

PROFESSIONAL EXPERIENCE

Confidential, Chanhassen, MN

Sr. ServiceNow Developer

Responsibilities:

• Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use.
• Involved inGeneva upgradation and migrated data from EUREKAto Geneva.
• Created new Configuration items and defined relationships in addition to OOB configuration items.
• Lead the upgrade project ofService Now from Eureka to Fuji.
• Configured Service Now Discovery Tool to load configuration items into Service Now.
• Extensively worked on CMDB and set up mid servers as per the requirements.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming REST full web services, publishing SOAP web services and other Service Now scripting modules to support data synchronization and business logic
• Set up Discovery Module to load Configuration Items and Relationships into Service Now
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Implemented CMDB Bi-directional Web Services integration. It involves consuming RESTful web services, publishing SOAP web services, using Business Rules, Script Includes, UI Actions and other Service Now scripting modules to support data synchronization and business logic.
• Involved in loading of data into CMDB using discovery and file imports.
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Used Agile for application development.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs
• Responsible for access control, security, minor enhancements such as form or workflow editing
• Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script
• Created Procedure guidelines used in supporting Technology and Application issues.
• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
• Developed operational requirements documentation and train operational staff to maintain solution
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held within Service Now such as our users, service catalog items.
• Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.

Confidential, Atlanta, GA

SeviceNow Developer

Responsibilities:

• Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes
• Utilized Java Scripting to deliver solutions that automate business processes using UI Policy, Client Script, UI Action and Business Rules.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Created script based Assignment and Approval rules.
• Created Business Rule, UI Action by using Glide script.
• Creation of Access Control List with the help of Scripting.
• Developed requirement integration components (SSO, LDAP, SOAP)
• Converted the Service Catalog into a fully functional website using Content Management module.
• Built Reports, Gauges and Home Pages.
• Created and Configured Workflows.
• Created and used update sets to move customizations between systems
• Configuration of Email Notification and Alerts to notify users about specific activities in the system
• Using Import Sets for data loading from external file or database to the ServiceNow
• Worked very closely with ITSM Process Architect, customer personnel, Business Analysts, IT Architect, IT support teams and other technical teams to ensure that business needs around implementation of ITSM processes and ServiceNoware in a controlled and predictive manner.

Confidential, Atlanta, GA

Business Objects/Crystal Reports Developer/Designer

Responsibilities:

• Information gathering - interacted with the end users to understand the requirements and business logic
• Designed, Developed, Created and Maintained Universes by defining joins, cardinalities between tables applying contexts and alias tables to remove cyclic dependencies
• Converted the existing full client reports to WebI reports using Report Conversion Tool.
• Imported existing users, groups, categories, WebI documents, connections, universes and restrictions to BO XI environment using Import Wizard.
• Used @functions like @select, @where and @prompt function to create prompts which helps the user to select the values dynamically. Developed Business Objects Universes with classes, objects and condition objects and developed hierarchies to support drill down reports.
• Created reports using Desktop Intelligence and Web Intelligence in BO XI/XIR3.1 environment.
• Involved in SQL tuning for better performance while generating Ad-Hoc reports.

Environment: Business objects XI R3.1, XI (CMC, Designer, Desktop Intelligence, Import Wizard, LCM, Report Conversion Tool, and WebI Rich Client), Xcelsius2008, Crystal Reports 2008, Oracle 10g and MS Office.

Confidential, Houston, TX

Business Objects/Crystal Reports Developer/Designer

Responsibilities:

• Designed, installed, configured and supported several Business Objects/crystal Reports environments for different departments.
• Designed, Developed and Maintained Universes by defining joins, cardinalities between tables applying contexts and alias tables to remove cyclic dependencies
• Used Dashboard Manager to build Dashboards and deploy them across the organization to monitor business performance.
• Involved in migration of universes from Business objects XI to BOXIR2 using Import Wizard.
• Created reports using Business Objects functionality like slice and dice, drill down, cross tab, master detail tables and formulas, etc.
• Created complex reports by linking data from multiple data providers, using free hand SQL and functionalities like Combined Queries

Environment: Oracle8i, PL/SQL, Business Objects 5.1.8, Business Objects 6.5.1, Business Objects XI Release 2, Crystal Reports XI CMC, Web Intelligence XI, Broadcast Agent (BCA), SQL Server 2000,Oracle Warehouse Builder and SQL Navigator 3.2, XML, oracle 9i, UNIX shell scripting. Oracle 9i Warehouse Builder.

Confidential

Business Objects/Crystal Reports Developer/Designer

Responsibilities:

• Involved in interacting with users, gathering and analyzing requirements, logical and physical design of the reporting system.
• Designed new Universes and modified the existing Universes based on the business requirements.
• Used Designer Module to design Universes, joining the tables, creating prompts and queries and applies Contexts and Aliases to remove loops.
• Imported/ Exported the Universes from/ to repository to make them accessible to end-users.
• Created reports using various data providers such as universes, stored procedures, free hand Sql and personal data files (excel sheets and text files).
• Generated the Business Objects reports involving complex queries, sub queries, Unions and Intersection.
• Involved in creating Dashboards by using dashboard builder in Performance Management.

Environment: Business Objects XI R2/ 6.5 (Supervisor, Designer, Reporter, Desktop Intelligence, Web Intelligence, CMC & Info View), SQL, PL/SQL, Oracle 9i, Windows 2003.

Confidential

Business Objects/Crystal Reports Developer/Designer

Responsibilities:

• Interacted with customer support regularly, in order to generate the reports required and to resolve the existing issues.
• Created Universes by defining connections and retrieving data from database.
• Created New Classes and User Objects in designing the universes.
• Generated various reports on Daily, Weekly, Monthly and Yearly basis.
• Formatted the reports as per the business requirements.
• Created Alerts in various reports according to user requirement.
• Used Designer as a part of Universe Development for Defining the Parameters of Universe, Inserting the table, making Joins, Resolving Loop's, Creating Classes, and Objects.

Environment: Business Objects XI R2, Designer, Web Intelligence XI, Data Integrator XI, Desktop Intelligence, Crystal Reports, Dashboards, Xcelsius, OLAP, Performance Management, SQL Server 2005 Oracle Applications 11.7,Oracle 10g, SQL, PL/SQL, Windows 2000/XP.