SUMMARY

• Computer Systems Engineer with 7+ years of experience developing web applications and desktop, worked in large companies like HCL and Confidential, as well as important national companies creating and modifying tools like CRMs and ERPs and also Cloud Based Systems like ServiceNow. Certificated in Java 6 programmer and ServiceNow Certified System Administrator, which makes me more competitive and professional in my work.
• ServiceNow Developer with 6+ years of experience in all phases of Software development and ITSM process implementation that includes requirements gathering, analysis, design, development, testing, maintenance and migration.
• Hands - on experience in technical implementation of Incident Management, Problem Management, Change Management and Service Catalog.
• Designed and configured different Workflows for various Service Catalog items.
• Provides daily support of Service Management Platform (ServiceNow), including Scripting, Configuration, Customization, Integrations, Administration ServiceNow processes (User management/ Group management), Functions, Service Catalog and Workflow.
• Worked on End to End implementation of CMDB module using Discovery tool in ServiceNow.
• Experience in integrating ServiceNow with Web services (SOAP and REST).
• Experience in generating different kinds of scheduled Reports and marking them as Gauges.
• Experience in creating Update Sets to migrate group of customizations from one instance to another instance.
• Expert at scripting in ServiceNow (Business Rules, Transform Maps, UI Actions, Client Scripts, Script Includes, Custom Pages, etc.) Also expertise in writing SQL Queries.
• Participated in workshops (new technologies, enhancement) with ServiceNow partner teams to help company implement ServiceNow using best practices in ITSM.
• Open Source JavaScript Library: JQuery (Core, Selectors, Attributes, Traversing, Manipulation, CSS, Events, Effects, Ajax, Utilities, Internals) and Angular JS (Tables, XML HttpRequest, Forms, Modules, Input Validation).
• Effectively use methodology such as SDLC, AGILE/SCRUM, Waterfall.
• Extensive pre-sales/sales engineering experience with an extremely high success rate
• Expert understanding of workflow and business process creation, modification, and improvement
• Works autonomously and is experienced in adapting to changing corporate policies and direction.
• Highly motivated self-starter and team player with ability to work under minimal supervision.
• Attention to details and desire for quality, result-oriented, highly motivated, self-starter, able to work independently as well as collaboratively with a diverse technical team.

TECHNICAL SKILLS

ITIL: ITSM, Service Now, JavaScript, HTML, CSS.

Programming Languages: C++, Java, JEE, Java Script and SQL, PL/SQL.

Scripting Languages: JavaScript, HTML, CSS, Ajax, XML

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Cloud: Salesforce, ServiceNow, OpenBravo 2.5 y 3.0

Development: Java, HTML, CSS, C++, C, Javascript, JQuery, AngularJS, ServiceNow, MongoDB, Bootstrap and CSS3

Servers: Tomcat, Glassfish, NodeJS, WebLogic

Databases: Oracle, PostgreSQL, MySQL, Access, MS SQL Server, Derby, MongoDB

Version Controlling: Perforce P4V and GIT

Database Tools: SQL Client, TOAD, SQL Developer

Web/Application Servers: IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat

IDE: Eclipse, Net Beans, TOAD

Web Technologies: HTML, CSS3, Bootstrap, XML and Angular JS, Servlets, JSP, JDBC and JSP

Tools: and Packages: Matlab, Xilinx, Multisim, Log4j, TOAD, MS Office, Dreamweaver

Requirements Analysis: Analyze, understanding and communicating the requirement from the Customer to the Team.

PROFESSIONAL EXPERIENCE

Confidential | Miami, Florida

ServiceNow Developer

Responsibilities:

• Involved in gathering the Business Requirements and current state processes to develop and configure in the ServiceNow Platform.
• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, Knowledge Management, User Administration, Reporting and Discovery.
• Creation of Catalog Items and development of Service Catalog and Service Portal.
• Workflows with remote communication to other servers implementing Orchestration.
• In addition to validation of Lists and Forms with UI Policies, UI Actions and Business Rules.
• Loading data with Transform maps and migrating changes with Update Sets.
• Created the Business rules, Catalog Client scripts, Catalog UI policies for the new service catalog requests developed for various catalogs depending on business need.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Created Access Control List (ACL) rules for forms, tables, modules and also managed groups/roles according to the requirement.
• Responsible for creating various homepages including basic Reporting according to the business needs.
• Created Update sets to move customizations between different instances.
• Have experience on Data Lookup definitions and implemented in Incident management.
• Created and Consumed REST Web Services.
• Developed Email Templates and Email Notifications.
• Worked on User Management to add, update and deactivate users in Service Now.
• Worked on Upgrading instance from Geneva to Istanbul and also worked on instance Cloning.
• Worked on various ServiceNow customization, enhancements as per Client requirements.

Environment: ServiceNow, Windows, XML, AJAX, Java script, Jelly script, JQuery, Glide Record, SNOW

Confidential | Dallas, TX

Software Engineer

Responsibilities:

• Provided consistent support to the client and fixed several issues within the time.
• Documented all implementations and best practices defined within team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Development and maintenance with Java, Oracle DB and WebLogic
• Configured multiple Catalog Items Front-end web/GUI components using JavaScript, CSS, HTML5.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Pulling reports and scheduling the reports as per the client requirement.
• Creating database views to pull the reports on variables which are being used by catalog items.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Implemented catalog variable set to store and forward Service Request data to Orchestration workflows.
• Developed orchestration workflows to perform repetitive tasks and reduce human effort.
• Agile methodology with CA Agile Central
• File management with Filezilla and control of versions with PerForce P4V.
• Integrated Active Directory with ServiceNow and enable Single Sign on (SSO). Designed workflow to fetch user details from Active Directory and push in ServiceNow every day.
• Integrated HP OM with ServiceNow that helped to create incidents ServiceNow if any node in network goes down.
• Performed Unit testing to check efficiency of the workflows.

Environment: ServiceNow, XML, Ajax, HP OM, SRM, SLA, SSO, GUI, Agile, Windows.

Confidential, San Antonio, TX

Sr. Developer

Responsibilities:

• Interacted with Stakeholders, Users, and Customers for gathering requirements to arrive at design solution.
• Worked on Modules of ServiceNow like Incident Management, Change Management, Service Catalog, and Reporting and few other custom applications.
• ServiceNow configuration and administration.
• Creation of dynamic web pages with Bootstrap, AngularJS y CSS3.
• Java Web applications development.
• Derby and MSSQL Server databases management.
• Provided design, technical solutions for the user requirements at Client Name and made recommendations to improve their current processes.
• Wrote Client Scripts, UI policies, Business Rules, Security Rules and UI Actions, UI Pages/Macros.
• Worked on JDBC Extracts, SQL queries, Data sources, external connectivity using SN data source, Web services, Email integrations, LDAP etc.
• Service Catalog: Designed many catalog items out of which few catalog items involves integration using SOAP Web services, Restful API.
• Built Reports, Gauges and Home Pages.
• Customized Change Management application to be aligned company's requirements designing complex workflows.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into ServiceNow.
• Worked on Integration of Inbound Email actions for Email SR and Email Incident implementation.
• Worked in various upgrade projects for Fuji.
• Worked on creating various Import sets and Transform maps for data uploads using excel sheets.
• Created Database views to create reports across multiple tables.
• Created Service Catalog templates for various use cases which are used for Catalog Admins to develop catalog items.
• Managed and coordinated activities during the overall ticket life cycle in Incident and Problem Management.
• Provided analysis of Service-Now design and the existing Client's configuration/customization, and recommended Service-Now oriented best practice solutions.
• Translated business requirements into Service-Now oriented technical/procedural requirements.
• Understanding the CMDB model while working on Change Module.
• Collaborated with Technology Service Desk and Service Management to evaluate requests to change, customize, and configure service now.
• Consulted with the Client's user community to identify and evaluate business needs.
• Configured and customized new Service-Now applications and modules when activated.
• Implemented new Service-now modules and functionality.
• Resolved incidents occurring in the Service-Now environment.
• Evaluated the systems operability and performance metrics.
• Implemented selected solutions to integrate Service-Now with third party applications like JIRA.

Environment: ServiceNow, Asset Management, Incident Management, ITIL, HTML5, JavaScript, Jelly Script, Web Services, CSS, CMDB.

Confidential

Sr. Developer

Responsibilities:

• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Communicating with end users, identifying their difficulties and changing the applications as per their requirements.
• Develop on ERP Openbravo en JAVA, MVC and Hibernate
• Designed Workflows, along with standard Workflow templates which can be reused.
• Worked on UI customizations for forms, lists and UI actions.
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the approval workflow and task assignment.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, System and Upgrade logs)
• Educating end users on the usage of service now applications like incidents, problems and service catalogs.
• Created and modified Update sets to transfer data from one service now instance to another instance.
• Creation, Backup, Dump and Data Base Management: PostgreSQL, MSSQL Server, MySQL, Oracle, Access Requirements analysis
• Implementation of ACL. Involved in creating and updating Access Control List (ACL) rules +to control what data users can access and how they can access.
• Created Catalog Requests and record producers.
• Created full documentation for Service-Now applications.
• Designing, customizing and configuring Workflows, Views, SLA, Hierarchy designing and maintenance, Complex Business Rules, UI Policies and UI Actions, Reports.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Configuration of ServiceNow modules, Applications, Forms, Email Notifications, SLA for priority tickets, etc.
• Involved in creating new groups and adding users to the groups in ServiceNow.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Managing client scripts, UI policies, UI actions and Data policies.
• Created transform maps using automatic field mapping and scripting.
• Developed new Service Catalog Items and fix bugs in incident, problem and change management.
• Worked in Release management during product and patch releases.
• Defining Service Level Agreements SLAs, notifications, and reports.
• Migration of customizations from one instance to other instance.

Environment: ServiceNow, Windows, HTML, CSS, JQuery, JavaScript, XML, Jelly Script, Oracle, Apache, Tomcat, GlassFish.

Confidential

Developer/Analyst

Responsibilities:

• Creating pages with HTML, CSS, JavaScript and JQuery
• Development of Openbravo ERP JAVA MVC and Hibernate
• Analysis and requirements gathering
• Servers: Apache, Tomcat
• Management and Administration Database with: Access, PostgreSQL, MSSQLServer, MySQL
• Network Configuration Printers

Environment: ServiceNow, HTML, CSS, JavaScript, Jquery, Openbravo, ERP, Java MVC, Hibernate, Apache, Tomcat, PostgreSQL, MSSQL Server, MySQL

Confidential

Developer/Analyst

Responsibilities:

• Development APEX (Visualforce, Triggers, DataLoader, MVC)
• Configuration and Administration Salesforce CRM
• Analysis and decision with Customer Requirements
• Implementation of CRM System Nationwide

Environment: APEX, HTML, CSS, JavaScript, Jquery, Salesforce CRM