SUMMARY:

• Around 12 years of experience as a solutions consultant of which over four years especially in:
• Enterprise System Management, ITSM, ITAM tools,, Business Technology Optimization (BTO) and more recently Cloud - SaaS, PaaS projects and strong experience in consulting and expertise in service oriented and distributed application architecture in large enterprises.
• Solid working experience on different modules of ServiceNow.
• Good knowledge and understanding of ITIL process.
• Knowledge of multiple technologies and frameworks.
• Experience across a wide base of modules within ServiceNow, including from the ITOM and ITBM suites.
• Supported Service Catalog - Multi-catalog management and Diagnostic and debugging utilities, in Helsinki Upgrade
• Worked on upgrade from Geneva to Helsinki, owing to flexible enhancements by Helsinki.
• Initiates while participating in planning, analysis and implementation of solution in support of business
• As a ServiceNow Business Analyst assists in the development and delivery of technical and process oriented solutions and recommendations in support of the production environment
• Experience in leading technical resources
• Strong in analysis, design, and development with Object Oriented Programming and Service Oriented Architecture.
• Working at a high level of most phases of systems analysis and considers the business implications of the application of technology to the current and future business environment.
• Experience in leading group of developers, generating ideas, designing solutions and building them.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Guides and advises less-experienced Production Support ServiceNow Analysts and works independently on application support projects of medium to high complexity.
• Expertise in developing Multi-tier applications using ServiceNow and Remedy Application using Webforms, WinForms, Web Services, Multithreading, JQuery, SQL, PL/SQL, Design Patterns, Dependency Injection (Inversion of Control), Agile/Scrum.
• Used Agile/Scrum methodology (standup meetings, story boards, sprints) to complete the projects.
• Experience in developing AngularJS templates, controllers etc.
• Proficient in analysis and design in the RDBMS environment and experience in developing PL/SQL Packages, Stored Procedures, Triggers, Functions, Views.
• Extensively worked on AngularJS platform frameworks.
• Expertise in architectural design, development and implementation of applications for various business areas like government, trading, banking, financial, health, Insurance, Auditing, inventory management and other industries with more concentration on the designing of systems using Visio, UML, and Rational Rose.

CORE COMPETENCIES:

• Service Now
• ServiceNow CMDB and integrations
• ServiceNow PPM HP UD/UCMDB
• HP Service Manager
• HP Asset Manager
• HP Connect IT 9.x
• BMC Remedy
• BMC ADDM
• DDMI/ED
• Peregrine Asset and Service Center
• Web services - Soap
• Rest API
• Unix
• Java script html
• VB and other scripting languages

PROFESSIONAL EXPERIENCE:

Confidential, San Diego, CA

ServiceNow Developer/ ServiceNow Admin

Responsibilities:

• Service-Now consultation and implementation.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions
• Facilitating rollout of new applications and modules.
• Providing technical leadership for modernization projects, including strategic planning and implementation, making use of Cloud services
• Developed scripting in ServiceNow (Business Rules, UI Pages, UI Macros, etc.)
• Implemented Service Catalog, CMS, MID Server, Integrations with LDAP and other applications external to ServiceNow.
• Involved in various frameworks (AngularJS, Bootstrap, JQuery, Spring MVC, etc.) Web Services Integration (SOAP, REST, and JSON) and wrote test and debug JavaScript
• Handled SOA and associated technologies (WSDL, XSD, SAML, etc.) and RestAPI
• Implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System
• Built forms from scratch along with advances customizations at the level of UIMacros/UI page as per the complex requirements.
• Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom event and DOM-injection with Jquery and Prototype.
• Created many standard workflows which are being re-used and propagated and handled many custom events.
• Leading technical implementation efforts in an enterprise-wide setting including ServiceNow
• Experience using WSDL, SOAP, JSON, and RESTful services and other W3C Webs Service frameworks
• Created various workflows for Release Management, Change Management, Service Requests and SLA's.
• Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML.

Confidential, Irvine,CA

Senior ServiceNow Consultant

Responsibilities:

• Presented business case - recommendations for CMS, data reconciliation and consolidation of IT Assets and business applications to CTO, VPs and other stakeholders.
• Coordinated and worked with client, internal teams in all aspects of project and solution delivery including creating a technical design, develop and demo proof of concept to stakeholders.
• Developed interfaces between ServiceNow CMDB and HP UCMDB/UD CIs.
• Worked extensively on CI data models, Service Now objects - Web Services, Import Sets.
• Configured probes, adapters, protocols and scripts
• Communicated with end users, identifying their difficulties and changing the applications as per their requirements.
• Participating in meeting with SME's and Project Managers to analyze the requirements and developing the workflow design of request items using Agile Methodologies
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along with standard Workflow templates which can be reused.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Expertise on using DISCOVERY to load configuration information to CMDB.
• Developed Integration with System Center Configuration Manager (SCCM).
• Involved in customization of forms for various ServiceNow applications.
• Rendered data using Ajax and mustache template.
• Configured end to end process for Knowledge management, and worked on the knowledge Centered Support (KCS) plugin.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, webservices, CSS, HTML5.
• Worked on UI Macros to create pages as templates on requirement from the stake holders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull the reports on variables that are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating the UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document the steps in creating the catalog items.
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record.
• Designed and created homepages including basic reporting, gauge configuration and dashboard presentation.
• Involved in performance tuning of the ServiceNow and also worked on System Diagnosis.
• Involved in documentation of business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.
• Managed a team of offshore developers and getting them aligned with the process.
• Scheduled cloning and migration of data from instances with ServiceNow.
• Worked on Configuring rules, monitors and management packs in SCOM and involved in testing reports for correct mapping of the objects and data.
• Involved in various ServiceNow customizations as per client's requirement and also in migration between various ServiceNow instances using Update Sets.
• Prepared documentation for requirements, design, installation, unit testing and system integration of ServiceNow.
• Created user manuals for all the users on using Info View and exporting reports to various formats.
• Managing ServiceNow (Change Management) ITIL Automate and standardize business processes for all Go-Lives

Confidential, Atlanta, GA

Operations Engineer

Responsibilities:

• Provided operational support of existing BMC Remedy Action Request System applications, including development and implementation of minor application customizations. Was accountable for network engineering support the corporate campus, thirteen distribution centers, over a thousand retail stores, multiple remote offices and field users (with routing, switching, load balancing, firewall and VPN remote access technologies).
• Documented all business processes and functionality being provided by the BMC Remedy solution, so that a like solution could be provided by the outsourced information technology service provider chosen by the company
• Customized and deployed the NetMRI network discovery and management software, including scripting of custom configuration change jobs
• Managed project to migrate retail stores to the AT&T AVPN and ANIRA data networks, realizing a savings by the company of approximately $1 million in annual recurring costs
• Supported store polling infrastructure in multiple capacities during tenure
• Worked with strategic partners and vendors on complex projects

Confidential, Jacksonville, FL

Remedy Lead Engineer

Responsibilities:

• Responsible for gathering requirements and designing the Service Catalog for American Airlines organization from the scratch.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Design solutions to enhancement requests by developing with JavaScript and implementing workflows.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools.
• Involved in developing workflow customizations, and performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level and user-level documentation.
• Involved with working in an Agile development environment.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software to produce the required product.
• Developed user interface elements for Web-based applications based on program specifications using JavaScript.

Confidential, Atlanta, GA

CMDB Developer

Responsibilities:

• Responsible for Maintaining the Meta data in the CMDB.
• Extensively performed Analysis, design and architecting the usage of CMDB, and Asset Management modules globally.
• Extensively worked on Design, develop and maintain commercial enterprise applications, primarily BMC Remedy ITSM, Atrium CMDB, TD, Altiris, etc.
• Interacted with the Asset Mgt Users to analyze the business process and gathered the requirements, made necessary changes to schema objects to fulfill their reporting and business needs.
• Extensively used AIE to import/export data into CMDB and reconciling them with master asset dataset.
• Extensively used Data Management tool for Importing and Exporting foundation data.
• Enhancing/customizing of the out-of-the-box application by designing new work flow - using active links, filters and escalations - to meet the requirements of the Users.
• Developed technical specifications and documentation to support application needs.
• Performed application testing of components, modifications, and overall systems, as well as application tuning, problem analysis, and resolution.