SUMMARY

• Over 8 Years of extensive IT experience in Development, Maintenance and Administration and with proven expertise for 3 years as Service now Developer and for 4+ years as ITSM Applications Development with Oracle implementations, customizations, upgrades, migration, installations.
• Over 5 years of experience as Service Now, Remedy Developer/Administrator with strong skills in ITSM suite 5.x/6.x/7.x, Remedy Midtier, SRM and CMDB
• Having 3+ years of IT experience in requirement gathering, implementing solutions and supporting the ITSM application with the knowledge of ITIL processes
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Confidential 's processes and policies
• Hands on experience working on SaaS (Software as a Service) based tools (Service Now), with focus on implementing ITIL processes.
• A Service Now expert with experience on implementing end - to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Hands on Experience in Altris Integration.
• Import of the Altiris data into Service Now’s CMDB (Configuration management database).
• Involved in requirement analysis, Business analysis, Use-Case analysis, change management and configuration management.
• Proficient in Back-End Programming using Oracle, SQL Server and MS-Access for writing stored procedures, SQL queries.
• Writing high level Test Plans and Test cases based on the baseline requirements.
• Good knowledge about IT Infrastructure Library (ITIL) standards which are helpful in development and customization of IT service management applications.
• An excellent team player with highly favorable interpersonal and Communication skills
• Involved in managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and performing quality assurance testing, user acceptance testing and third party integration for Service Now.
• Extensively worked with Aspen, Berlin and Dublin releases of SERVICENOW platform and experienced on Java Scripts.
• Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actionsbased on user requirements.
• Experience as Service Now Developer/Administrator with strong skills in ITSM suite

TECHNICAL SKILLS

Tools: ITSM Suite- Service-now (Aspren, Altris, Knowledge on Dublin version)

Languages: SQL, PL/SQL, Html, and javaScript

GUI & Reporting Tools: Oracle Data pump, and MS Office, Forms 4.5/5.0/6i, Reports 2.5/3.0/6i, Oracle Discoverer, Hp Quality Center 9.2/10.0, Excel, IP networking And File Zilla (FTP)

Operating Systems: Windows XP/NT/ 2003/2000/98/95.

Databases: Oracle 9i & Oracle 10g, 11g, SQL Server, Oracle 9i, DB2, MS-Access

Integrations: Web Services (Direct, Scripted), LDAP, REST, SOAP

ITSM Tools: ServiceNow Dublin, Eureka

PROFESSIONAL EXPERIENCE

Servicenow Developer

Responsibilities:

• Implemented Asset Management module, providing a solution for automatic scanning of assets via barcode scanner.
• Wrote Script Includes, Client Scripts, and Business rules to capture valid Assets into Servicenow.
• Automated certain Catalog Request Items, through custom workflows and Workflow scratchpad scripts.
• Responsible for creating various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Ensure to update the relevant data is imported from the Altiris database to the CMDB.
• Worked with JDBC connection via the MID Server.
• Worked on Different CI's like PC Hardware (Model, Manufacturer, memory, clock speed, number of CPUs, etc.),Operating System Information (Name, Service Pack),Printers, Disk information (physical, network, and logical),Network (IP Address, Netmask)
• Involved in Admin tasks and closing task tickets assigned.
• Involved in reporting, familiar with the report types and scheduled reports.
• Worked extensively on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Created 45 scripted web services which are used in setting up a robust process for integrating Service-Now with a Procurement Tool. Also has an in-depth knowledge about Direct Web service API of Service now, SOAP and WSDL.
• Worked with Business Process Owners in gathering requirements and converting them into technical requirements to enable appropriate form modifications by personalizing forms and creating new variables.
• Have thorough knowledge of Table Structure in Servicenow.

Environment: Servicenow Eureka/Dublin, Windows 7/8, XML, Oracle 9i/10g/11g, Toad, SQL*Plus, SQL*Loader.

Confidential, San Jose, CA

Servicenow Consultant

Responsibilities:

• Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Nowmodules
• 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 worked on language enhancement project to develop entire environment in Spanish and Portuguese languages
• 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
• Responsible for gathering requirements and designing the Service Catalog 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 and enhanced requests by java script
• Performing quality assurance testing and user acceptance testing.
• Responsible for preparing design level, program-level and user-level documentation.
• Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
• Created Procedure guidelines used in supporting Technology and Application issues.

Environment: Servicenow Dublin, Business Objects XI R2, Javascript, Agile, Crystal Reports, Oracle 10g/11g, SQL Server 2005.

Confidential, MN

Remedy Developer

Responsibilities:

• Provided Services as Remedy Developer in Customizing Applications.
• Designed a new User Interface the concept of Panels, Flashboards and Cell-Based tables for an In-House Application (Project Tracking Tool) which strictly follows the Agile methodology to track project progress.
• Highly expertise in troubleshooting and fixing defects in Project Tracking tool.
• Created Flashboards to track projects progress.
• Experience in handling Escalations from the customers and try to be on Web-ex to resolve the issues if they have deadlines for go live projects.
• If there are any major code changes then I will be coordinating with platform and other application teams to arrive at a mutual process implementation.
• Installed and configured ARS 7.6.04 SP1/ITSM 7.6.04 SP2 suite on Windows/SQL Server environment.
• Extensive Knowledge Transfer to internal staff about ITSM applications and best coding standards in Remedy.
• Trained users about the usability and the various processes in the Project Tracking System (In-House Application).

Environment: BMC Remedy Action Request System 7.0.03p 9/7.5/ 7.6/7.6.02/.03/.04 , BMC CMDB 7.5/7.6.03/7.6.04 , BMC IT Service Management Suite 7.0.03p 9/7.5/ 7.6/7.6.02/.03/.04 , and BMC Remedy Mid-Tier 7.6/7.6.02/.03/.04 , Remedy Import 7.x, Windows XP/server 2003, MS SQL Server 2005/2008 R2, Solaris, Perforce.

Confidential, Boston, MA

Oracle Applications DBA

Responsibilities:

• Installing and creating 10g and 11g databases..
• Good experience in handlingApplication environments
• Database Migration/upgrade fromOracle9i/10g to 11g and troubleshooting post
• Upgrade issues..
• System Database Administrator (Installation and Configuration)
• Data Modeler (Database Design and Modeling)
• Database Backup Administrator, etc.( Implementing Backup policies ).
• Network Administrator (using Oracle and system network).
• Carrying out upgrades of databases using the Oracle Installer. Applying patches to Oracle using Installer and to Oracle Financials using the adpatch utility.
• Relinking Oracle applications programs and regeneration of Oracle Forms and Reports.
• Refreshing development database from production using export/import.
• Be on-call, attend to problems on a daily basis and resolve various database-related issues and customer requests.
• Creating table spaces and planning the location of data, index and rollback table spaces redo log files and control files in adherence to the Optimal Flexible Architecture.
• Database reorganization of existing databases to meet standards or improve performance.
• Managing database security. Creating and assigning appropriate roles and privileges to users depending on the user activity.

Environment: Oracle 9i/10g/11g,, TOAD, PL/SQL, SQL*Plus, ERwin, Crystal Reports XI, APEX,Unix, Perl, ClearCase (Version Control), ClearQuest, Windows 2000/XP

Confidential

Oracle/DB2 Developer

Responsibilites:

• Coordinated with the business users to collect requirements.
• Modified existing SQL code and performed tuning if necessary.
• Worked in creation of views and synonyms for hiding of actual tables and queries.
• Wrote Stored Procedures, packages, for back-end validations.
• Developed numerous Perl and Korn Shell scripts to handle database queries.
• Validations were done in front-end and in back-end using triggers.
• Based on the requirement worked on triggers to transfer data to master tables.
• Used SQL*Loader utility to migrate data from flat file to Oracle.
• Participated in performance tuning, unit test case preparation and execution.

Environment: Oracle 9i/8i, SQL, PL/SQL, Perl, SQL*Loader, SQL*Plus, Windows 2000

Confidential

Oracle/DB2 Developer

Responsibilites:

• Extensively worked on requirements analysis, design and development of the system.
• Involved detailed design using E-R diagrams and data flow diagrams.
• Created database objects such as tables, views, synonyms, indexes, sequences and database links as well as custom packages tailored to business requirements.
• Created procedures and wrote complex queries.
• Wrote Transact-SQL queries for the retrieval of the data.
• Loaded CSV format files into Oracle using SQL*Loader.
• Involved in unit testing to ensure proper functionality of the program.
• Involved in production support.

Environment: Oracle 7.0, SQL, PL/SQL, SQL*Loader, SQL Server, SQL*Plus, Windows 98