SUMMARY

• IT professional with 10 years of relevant experience in the field of ITSM and Microsoft Technologies. Extensive knowledge and experience in Servicenow Administration and Development.
• Design, develop, unit test, document, and deploy software features on the Service Now platform.
• Analyzing the Change Request Forms, Impact, categorizing and prioritizing the change.
• Generation of Various reports providing information on Changes scheduled, unauthorized changes implemented, Changes causing incidents etc. Backlog Changes got reduced by 50% with the help of report generated using Service - now
• Expertise in Design and configure ITSM (incident, change, problem) and customizing the applications using Java script, AJAX, HTML in Service Now.
• Expertise in Design and developing custom applications in Service Now and utilize its potential in PaaS (Platform-as-a-Service).
• Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.
• Good experience in working with Java Script, CSS, HTML
• Elicited Requirements from client and created Service Catalog, catalog Items with Variables and Variable sets.
• Ensuring SLA’s are achieved according to Incident, Problem and Change Management Processes.
• Documented elicited Requirements by using MS Excel and reviewed specifications.
• Participated in Service-now implementation by customizing the forms and Lists of Incident & Problem Management tables.
• Actively participated in writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement
• Involved in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application.
• Used Scripting to build an application with a systematic approach.
• Designed Workflows, Creating approvals and Execution plans for the catalog items.
• Created UI pages for a better visual appearance in catalog items.
• Used update sets, Notifications as part of customizing the Service-now.
• Imported Data of different formats and types using transform maps to Configuration Management.
• Experienced in writing Data Sources, Transform maps and properly analyzing coleasce to avoid duplicates.
• Verified finished tasks moving from one environment to other environment by using Update sets.
• Written scheduled jobs and schedule-imports depends on requirements.
• Good experience in application development in Microsoft Technologies primarily in Sharepoint.
• Handled all levels of system administration including gathering requirements, project
• Major strengths include strong leadership, excellent communication skills, competent, strong team player, attention to detail, dutiful respect for compliance in all regulated environments, as well as supervisory skills including hiring, scheduling, training and other administrative tasks.

TECHNICAL SKILLS

ITSM Tools: Service Now, ITSM Suite

Languages: C#.Net, HTML, JavaScript, JQuery,XML, JavaScript, SQL

Databases: Microsoft SQL Server 2005Application Servers IIS 6.0, Apache, Tomcat

Operating Systems: Windows 2003, UNIX, Linux 7.1/9.2, Windows Server 2008

Microsoft Technologies: Sharepoint 2007,Sharepoint 2010,C#.Net

Other Tools: BEA Aqualogic, Jive, Qlickview, HPBSM, Splunk, SiteScope, Tivoli, Visual Studio

PROFESSIONAL EXPERIENCE

Confidential, New York City, NY

ServiceNow Developer/Admin

Responsibilities:

• Creation of catalog Items with Variables and Variable sets.
• Gathering Requirements from client creating catalogs items.
• Creation of Workflows and Execution plans for the catalog items.
• Creating approvals in workflows and execution plans. Creation of UI pages for a better visual appearance in catalog items.
• Creation of catalog items using variables and workflows.
• Using update sets, UI scripts, Notifications as part of customizing the ServiceNow.
• Using Transform maps to import Data to Configuration Management.
• Customizing the forms and Lists of Incident and Problem Management tables.
• Writing Business rules, Client scripts, UI actions and UI Policies as per the client requirement.
• Involved in Incident Reporting and Change reports to track process of repairs and determine the current quality of the application. Written Script to build an application with a systematic approach.
• Importing the Data in different formats (excel, csv, xml) via attachments.
• Writing Data Sources, Transform maps and properly analyzing coleasce to avoid duplicates.
• Moving Update sets from one environment to other environment.
• Writing Scheduled jobs and schedule imports depends on the requirements.
• Monitored the workflows on the daily basis, and to act in case of fails.
• Trained the end users to effectively use the reporting application to build and customize their reports.
• Creating the different types Knowledge articles.
• Importing the Knowledge Articles different external sources like excel sheets using data sources and transform maps.
• Need to make sure that Knowledge articles are available from Incident Management as per Meta tags.

Confidential

Production Support Lead

Responsibilities:

• Making sure all low priority incidents are responded and resolved within SLA.
• Analyzing high severity incidents
• Co-coordinating with Dev, Infra and other stakeholders in event of an high severity issue.
• Finding root cause and performing problem management
• Preparing release management plan
• Preparing testing plan to test newly introduced functionalities
• Suggesting new process to improve efficiency of the team
• Configuring alert monitoring tools such as: SiteScope, HPBSM,
• Creating onboarding process documents to start support of new applications
• Developing various reports in order to measure SLA adherence of the team
• Developing various Sharepoint applications to automate various team functions

Confidential

SharePoint Administrator

Responsibilities:

• Enhance the look and feel of the Sharepoint sites using Sharepoint designer
• Creating SharePoint Site Collection, Sites, Lists, Libraries and Content types as per the requirement
• Creating Site Columns, Content Type etc to manage Sharepoint content effectively
• Perform typical system administrative activities such as Site creation, User training, Backup, Restore and Issue Resolution.
• Create Custom Lists with Site columns and Content types.
• Use SharePoint Designer to meet up all SharePoint requirements.
• Responsible for implementing and maintaining User Profile Properties and MySite Functionality.
• Configuring Shared services including Single Sign on Services.
• Configure Search Service Application & Indexing.
• Work with IT Project Managers and Business Analysts to design and develop solutions to address business needs and opportunities for more effective solution.
• Responsible for Daily Monitoring, Troubleshooting and Performance Analysis.
• Provide Technical Guidance to the Team in the technologies related to the development and support of an Enterprise SharePoint environment

Environment: Microsoft InfoPath 2007, Microsoft SQL Server 2005 R2 Enterprise, SharePointServer 2007, SharePointDesigner 2007, VB Studio 2005

Confidential

Server Administrator

Responsibilities:

• Handling Server and network issues
• Configuring Active Directory and providing access to the servers
• Supporting Webservers (IIS, Tomcat, Apache)
• Deploying Web Application, Creating Application Pool, Virtual Directory etc
• Deploying Web Application in Unix servers
• Configuring DNS settings, Firewall settings etc.
• Working on End-Users issues following ITIL standards using Remedy ticketing tools
• Monitoring and Resolving Server issues by using HP Sitescope Tools
• Working on Unix Server Disk space issues
• Writing Unix Shell script to perform routine activities

Environment: Windows Server 2003, Linux, UNIX, Active Directory, .Net, IIS

Confidential

SharePoint Development and Administration

Responsibilities:

• Configure and Install MOSS 2007 and SQL Server 2005.
• Created Content Management Sites in order to manage the authoring Workflows.
• Created Site Columns and Content Types to resume schema of columns in different Lists of web application.
• Administered User Security in SharePoint environment including the use of SharePoint and Active Directory Groups.
• Enhanced the Search capability provided by SharePoint using handy UI and enterprise content sources.
• Deployed Custom Web Parts for displaying financial data and information.
• Integrated KPI's and Excel Reports data on Dashboard pages
• Created Forms in InfoPath 2007 then associated with Document Libraries.
• Performed Backup and Restore from Central administration and STSADM.
• Worked with developers to create, maintain and deploy Custom Site Definitions.
• Customized My Site for users to meet the needs of the company.
• Used Sharepoint Designer to improve look and feel of the Sharepoint Site
• Created multiple custom Designer workflow to implement new functionalities in sharepoint lists and libraries

Environment: Microsoft Office 2007,Microsoft SQL Server 2005,MicrosoftSharePointServer 2007, MicrosoftSharePointDesigner 2007, VB Studio 2005,, ASP.Net