SUMMARY

• Wif more TEMPthan 8 years of experience exclusively in Designing, customization, enhancing, and workflow configuration, integrating and supporting Service - Now suite of products such as Incident Management, Problem Management, Change Management, Asset and Service Request management systems, CMDB and more TEMPthan 2 years of strong experience on ITOM (Discovery, Service mapping and exposure to Azure) and SQL BI development wif great expertise in various frameworks.
• Good understanding of IT Help Desk and service management along wif good understanding of teh ITIL (Microsoft Operations) framework
• Excellent expertise in developing and maintaining service catalog items.
• Worked on Various Web Services Integrations using SOAP and REST, ServiceNow provided and Custom integrations.
• Customized and build applications based on teh requirement.
• Excellent hands-on experience in Client and Server-side Scripting
• Excellent knowledge in Configuring Email Notifications and Scripting Inbound Email actions
• Worked on Windows Active Directory for password reset and to create, delete and manage objects for an administrator.
• Strong understanding of cloud technologies, web applications, networks, protocols and email (SMTP, POP3)
• Experience working in a mature organization and understands how to operate policies and procedures.
• Good knowledge on working wif Custom Applications in Service-Now
• Extensive knowledge of Front-End Technologies: JSP, HTML, JSTL, DHTML, JavaScript and CSS, XML, XSL, XSLT
• Expertise on creation of workflows for Service Catalog items in Service-Now.
• Service-Now Administration and Production support including maintenance of lower life cycle instances.
• Extensive experience in working wif JavaScript Frameworks like JQuery
• Excellent communication skills, strong architectural skills, hardworking and a very good team worker wif interpersonal communication and analytical skills.

TECHNICAL SKILLS

ITSM Tools: Service-Now, BMC Remedy ARS 8.1, 7.6.4/5.x/4/x, Service Desk 7.6.4/6.x/5.x/4.x, Service Request Management 2.1/2.2/7.6, Change Management 7.6.4/6.x/5.x/4.x, Remedy Asset Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x, Mid-Tier, DSO, Remedy Migrator 7.x/5.x, BMC Atrium CMDB 2.x, Remedy Approval Engine.

Web Technologies: XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Database Tools: Oracle 9i/10g/11g, SQL Server-2000/2005, Sybase.

Operating Systems: Windows, UNIX, Linux

Tools: SQL Developer, PL/SQL developer, SQL*PlusSQL*Loader, Crystal Reports 10, Business Objects, Erwin, MS Office, MS Visio WINSQL, WINSCP

PROFESSIONAL EXPERIENCE

Confidential, Melno Park, CA

Service now Administrator/Developer

Responsibilities:

• Experience in analyzing and estimating business requirements and developing implementation strategy for both delivery to existing clients and presentation to potential clients.
• Knowledge on ITBM and ITOM processes mostly Asset, Discovery and CMDB experience.
• Experience on scheduled survey reports modification. Notification’s, Transform maps.
• Working experience wif 3rd party teams exclusively involving teh workshops understand teh requirements and move teh highly complicated developed update sets to Go Live.
• Responsible in day to day opened incidents, Catalog requests answering teh queries related to SN.
• Exclusively working wif Nuvulo team of Confidential where Nuvulo is on top of SN handling LCLS and Facilities workspace.
• Worked closely in monitoring system and application management throughout implementation, customization and integration of multiple modules wifin.
• Good hands-on experience in server side and client-side scripting.
• Installed Mid Servers for discovery and integration process.
• Run Discovery schedules and maintain CMDB table of newly discovered Configuration items.
• Troubleshooting on undiscovered CIs and mismatch of data discovered is one of teh day-to-day activities.
• Created event rules and event identifiers to generate an alert for teh risk causing data when mapped.
• Run reports for teh on various tables and create dashboard.
• Maintain teh integrity of Assets and Configuration Items in teh CMDB discovered, cataloged and tracked throughout their life cycle.
• Control teh receipt, identification, storage and provide information on teh status of CIs.
• Walk through JIRA integration wif SN and teams managing JIRA.
• Create and maintain process documentation in Knowledge articles and manage document repository.
• Involved in Catalog item development, workflows and related scripts.
• Test teh functionality of all SN suites after version upgradation and open HI ticket in case of breakage of any feature.
• Have good experience in implementation, administration and configuration of ITSM/ITOM applications.

Environment: Service-Now (Madrid), Java, JavaScript, HTML, Active Directory, Jelly, SQL Server, Agile Scrum, MID Server

Confidential, San Francisco, CA

Service-Now System Analyst Consultant

Responsibilities:

• Responsible for in depth analysis, development and automation of ITSM processes, mostly in Incident Management, Change Management, Service Request, Configuration Management modules
• Participated in ServiceNow design documentation and workflow processes, utilizing other business teams to wholly integrate teh platform.
• Performed troubleshooting of all system failures or degraded performances.
• Worked on Service Catalog and implemented new functionality using Business Rules, UI Policies, and Access Lists.
• Responsible for adding users, providing roles and access, and creating and maintaining of groups and permissions for users.
• Hands-on experience on Verifone, Morpheus, Spencer Dispatch experience.
• Involved in SCCM, Flexera and Azure integration also wif knowledge on Jira and LDAP integration experience.
• Worked closely in monitoring system and application management throughout implementation, customization and integration of multiple modules wifin.
• Good hands-on experience in server side and client-side scripting.
• Installed Mid Servers for discovery and integration process.
• Run Discovery schedules and maintain CMDB table of newly discovered Configuration items.
• Troubleshooting on undiscovered CIs and mismatch of data discovered is one of teh day-to-day activities.
• Created event rules and event identifiers to generate an alert for teh risk causing data when mapped.
• Run reports for teh on various tables and create dashboard.
• Maintain teh integrity of Assets and Configuration Items in teh CMDB discovered, cataloged and tracked throughout their life cycle.
• Control teh receipt, identification, storage and provide information on teh status of CIs.
• Walk through JIRA integration wif SN and teams managing JIRA.
• Create and maintain process documentation in Knowledge articles and manage document repository.
• Involved in Catalog item development, workflows and related scripts.
• Test teh functionality of all SN suites after version upgradation and open HI ticket in case of breakage of any feature.
• Have good experience in implementation, administration and configuration of ITSM/ITOM applications.

Environment: Service-Now (Madrid), Java, JavaScript, HTML, Active Directory, Jelly, SQL Server, Agile Scrum, MID Server

Confidential, Milwaukee WI

Service-Now Consultant

Responsibilities:

• Working wif client and functional requirements wifin ServiceNow.
• Have good hands-on experience on Service Portal development and testing while implementing.
• Facilitating rollout of new applications and modules.
• Add and remove users from assignment groups.
• Experience wif Event management platform Netcool, Emite IBM Dynamic Automation.
• Ability in understanding segregation of duties, testing, auditing and Risk mediation
• Interact wif employees, contingent workers & service providers (Atos, HCL, IBM.)
• Involved in weekly development code deployment through CAB.
• Experience in designing and implementing Service Catalog (service requests), Incident Management, Change Management and Problem Management.
• Experience in exporting ServiceNow data to external databases.
• Track record in architecting SN solutions and design web-based solutions.
• Experience in collaborating wif all members of teh organization to achieve business and security objectives.
• Provide recommendations by identifying system deficiencies for continual service improvements.
• Experience of LDAP and SSO integrations wif SN and custom builds using Mid Server, ODBC.
• Expertise in gathering requirements and converting business needs to technical requirements.
• Strong written and verbal communication skills and ability to work independently and wif a virtual team.

Environment: Service-Now (Geneva), Java, JavaScript, HTML, Active Directory, Jelly, SQL Server, Agile Scrum, MID Server

Confidential, Menomonee Falls, WI

ServiceNow Admin/Developer

Responsibilities:

• Experience wif development and implementation of ServiceNow ITSM modules - Incident Management, Problem Management, Change Management, Service Catalog and Service Request, Configuration Management, Knowledge management and other ITSM application.
• Provide advanced support for ServiceNow by troubleshooting, implementing bug fixes and root cause analysis.
• Maintain production system reliability through utilization of Change Management process.
• Configuration/Customization of teh ServiceNow system including creating workflows, build workflows and write automated scripts.
• Create and configure Visual task board and send email notification by enabling email client.
• Build service requests from customer requirements including requests, requests items and tasks using workflows to manage data flows from teh customer to teh support teams providing teh service.
• Works wif CI owners to ensure full adoption of CI process and policy compliance.
• Utilizing scripting tools and ServiceNow functionality to automate tasks being done in ServiceNow.
• Facilitates cross-functional communications, interfacing wif other support organizations to ensure effective use of teh CMBD.
• Customized and build applications based on teh requirement.
• Worked on Windows Active Directory for password reset and to create, delete and manage objects for an administrator.
• Worked on Integration of ServiceNow wif x Matters and its related tools.
• Exposed to ServiceNow provided and Custom integrations.
• Enable an integration between Netcool and ServiceNow to identify local system wif network access and provide port level access for teh JDBC pro to communicate wif Netcool database.
• Handle general updates and configuration changes requests.
• Experience in analyzing and estimating business requirements and developing implementation strategy for both delivery to existing clients and presentation to potential clients.
• Ability to interface wif all functions and at all levels wifin teh organization and wif external customers.
• Must be able to work effectively under pressure, either independently or as a member of a team, wif minimal supervision.
• Collect, produce and report asset and configuration management metrics, KPI’s, Visual board and dashboard elements.

Environment: Service-Now (Geneva & Helsinki), Java, JavaScript, HTML, Active Directory, Jelly, SQL Server, Agile Scrum, MID Server

Confidential, West Los Angeles, CA

SQL Consultant

Responsibilities:

• Worked on various SQL platforms SQL Server, SSIS, SSRS, SSAS
• Responsible for testing, implementing ticketing systems and MS Share point support.
• Have knowledge on Business Objects, Crystal Reports
• Build Processing/SQL Servers (physical and virtual) for internal testing and client usage.
• Monitor functionality of internal/external server environments.
• Create data queries for clients using SQL, Crystal, Access and Excel.
• Worked wif Microsoft team to resolve customer issues, add users, manage group security.
• Ability to develop SQL queries and reports for management on KPIs to improve teh process effectiveness, efficiency, and data accuracy.
• Hands-n experience on SQL Server, SSIS, SSRS, SSAS.

Environment: SQL platforms SQL Server, SSIS, SSRS, SSAS, Business Objects, Crystal Reports.

Confidential

ITIL Consultant

Responsibilities:

• Assisting client implementing teh MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Responsible for overall ServiceNow code quality, administration, platform development, module development and execute using company AGILE practices.
• Responsible for reviewing requirements to ensure that they are provided in sufficient detail to be accurately estimated.
• Enact system audit practices and conduct audits to ensure data integrity.
• Support teh integration of various data sources such as ADDM, SCCM, Casper, AD, bulk data, etc., into teh Atrium CMDB from teh data perspective.
• Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
• Attended regularly scheduled meetings to identify any tasks or user stories that are at risk and provides support as needed.
• Worked wif multiple levels of staff and leadership to understand teh requirements and how they might impact cross-functional process teams.
• Analyzed and designed programs for simple to medium complexity business problems according to user specifications and assist in developing detail program specifications.
• Complied wif project management methodology requirements as appropriate.

Environment: Remedy, Spring 2008 Stable, ITIL Version3, Service-Now, Java, JavaScript, HTML, Active Directory, Jelly, SQL Server, Agile Scrum, MID Server

Confidential

SQL analyst (Intern)

Responsibilities:

• Developed and deployed quality T-SQL codes, stored procedures, views, functions, triggers and jobs
• Designed and Populated specific tables, databases for collection, tracking and reporting of data.
• Managed teh suppliers' action plans to ensure maximum efficiency wifin quality and logistics.
• Built SSIS packages to extract, transform and load data to data warehouse.
• Created and automated SSRS reports
• Extensive tuning activities on PL/SQL procedures, functions, procedures, and such to enhance performance.
• Diagnosed and addressed operational data issues.
• Performed ad-hoc on ongoing custom analyses against medical claims to support business stakeholders.
• Complied lists of stores respecting criteria given by client services, while minimizing collection costs (T-SQL, Queries, Views)
• Wrote and analyzed trending reports, drew extrapolations from findings to/wif teh project manager and teh commercial team (SSRS, Excel, T-SQL, Queries)
• Familiar wif Six Sigma Lean Methodologies (DMIAC)

Environment: T-SQL codes, stored procedures, views, functions, triggers, SSRS reports, SSIS packages, SSRS, Excel, T-SQL, Queries.