SUMMARY

• A Qualified IT Professional with 7+ years of experience including 4 years of experience as a Service - Now suite Developer.
• Around 3 years of experience in Java/J2EE Development of web centric, object oriented enterprise applications using Java/J2EE technologies.
• Functional noledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with Customers and Clients
• Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Reporting, Integration with Web Services.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes.
• Good Knowledge of CMDB and Asset Management Services: Business Services and Configuration Item relationships.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration
• Worked on Various Web Services Integrations using SOAP and REST
• Excellent hand-on experience in Client and Server side Scripting
• Excellent noledge in Configuring Email Notifications and Scripting Inbound Email actions
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report.
• Customized ITSM, Incident, Problem Management and Change Management modules based on user requirements.
• Hands on experience with various Project and Portfolio Management modules using tools like Clarity.
• Hands on experience in web development using HTML, JavaScript, CSS, AngularJS and application development using Java/J2EE, JSP.
• Experience with complex integrations within teh ITSM environment such as ServiceNow-Siebel, ServiceNow-Webservice integration with third-party application HP SM- MS exchange, HP SM -HP SC Auto, HP SM - HP uCMDB and HPSM - HPAM.
• Involved in Release management activities like, Creating implementation plans, Migrating update sets, managing release end to end schedule Clones across non prod instances.
• A detail oriented self-starter and a team player who TEMPhas teh ability to produce quality work on time in a fast-paced, deadline-driven environment and capable of managing multiple projects simultaneously

TECHNICAL SKILLS

ITIL: ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP.

Programming Languages: C, C++, Java, SQL, PL/SQL.

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC.

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

Databases: Oracle 10g, MySQL.

Database Tools: SQL Client, TOAD, SQL Developer.

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

PROFESSIONAL EXPERIENCE

Confidential, Boston MA

ServiceNow Administrator/Developer

Responsibilities:

• Gathering detailed Business and Technical requirements from customer for development of Service Requests.
• Transform functional requirements into detailed technical designs that represent actionable development tasks
• Attended review meetings and project meetings, Analyzed Business Requirements and Functional Specifications and performed Service Catalog, Incident, Problem and Service Level Management Implementation.
• Extensively Implemented ServiceNow process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Configuration and customization of Help Desk and different Modules including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user requirements. Defined teh functional needs for our ITSM system, ServiceNow, and architected teh specific implementation.
• Experience on developing Content Management System (CMS) and Jelly Scripting solutions on ServiceNow.
• Responsible for creating homepages including basic Reporting. Analyzed various problems and created new solutions and new techniques.
• Worked on CMDB and Asset management. Performed Data migration to import data from other Applications and external databases. Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Created Update sets to move customizations between different systems.
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to teh entire team to execute teh steps.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow with internal/ external systems and tools.
• Performed System and integration testing with sample/live data with Support Services team.
• Budget management for all ITSM, Service desk and QA departments.

Environment: ServiceNow, ITIL, ITSM, HTML, JavaScript, XML, Angular JS, SNMP.

Confidential, Albuquerque, NM

ServiceNow Developer

Responsibilities:

• Implemented, documented and maintained teh Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Created dynamic UI applications using HTML and Angular JS.
• Implemented Demand and Project management and Customized workflows for approvals and associated tasks.
• Created dashboards for managers and executives.
• Created workflows for routine, comprehensive and outage change requests and added a need field called "not testable" on change task and routed accordingly in teh workflow.
• Have much experience on teh queue management of requests and Incidents and on time resolution of teh issues reported.
• Implemented SOAP web services integration authentication model and Custom Processors.
• dis integration lets Service Desk Support Users communicate with teh end-users using live chat and remote support from Service Now interface.
• Actively involved in daily Scrum meetings, designing, configuring and customizing new applications and modules.
• Assisting in troubleshooting patch / release management issues.
• Streamlined SaaS type of outages in teh workflow, by adding SaaS field in Configuration item.
• Enabled infrastructure requests like application access, network directory access, URL access requests, and server reboot in service catalog.
• Very good understanding of SDLC process for new development and to log a defect.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers.

Environment: ServiceNow, ITIL, ITSM, HTML, JavaScript, AngularJS, Perl, BMC Remedy, PowerShell, SNMP.

Confidential, San Jose, CA.

ServiceNow and Remedy Administrator

Responsibilities:

• Provided operational support of existing BMC Remedy Action Request System applications, including development and implementation of minor application customizations.
• Implemented accountable for network engineering support teh 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).
• Extensively involved in creating Remedy Forms and Workflow objects to customize BMC Remedy OOB applications and custom functionality.
• Updating teh configuration database with teh asset details which involved integrating with various 3rd party tools.
• Maintained Asset details for teh client environment and involved in maintaining software compliance for teh assets and taking remedy actions for licensing issues.
• Built different kinds of Ambulatory & Hospital Billing reports like Flow sheets Summary, Encounters with Medication list, Procedure orders by provider, Medication orders by provider.
• User requirement definitions determine field locations INI # through Data dictionary and record viewer and obtain sign off from user.
• Good in Creating and Customizing Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions.
• Converting user requirements from rhetoric statements to mathematical expression and build technical specification documents.
• Recommend alterations of build process for reliable data. E.g. move some flow sheet data to discrete data element.
• Created and managed application reports using Reporting Workbench.
• Interacted with BMC and internal teams to halp solved critical issues.
• Configuration Remedy ITSM, Asset Management, RKM and SLA Management.
• Working with Discovery tools like ServiceWatch to discover and Import Configuration items into Remedy CMDB.
• Configuration of CMDB, Normalization engine and creation of Re con jobs.
• Asset management activities like CI management, catalog management, creation and maintenance of Contracts and Software Licenses.
• Map assets into ServiceNow integrating with HP Asset Manager.
• Raising Purchase requisitions and working with procurement teams.
• Documented all business processes and functionality being provided by teh BMC Remedy solution, so that a like solution could be provided by teh outsourced information technology service provider chosen by teh company.

Environment: HP Service Manager 9.3, HP Asset Manager 9.3, HP Connect-It 9.20, PL SQL, UNIX.

Confidential

Java/J2EE Programmer Analyst

Responsibilities:

• Involved in preparing teh Detailed Design document for teh project.
• Implemented waterfall model.
• Developed Action Forms and Action Classes in Struts framework.
• Identified teh Action and DynaAction form Classes, based on teh Struts framework, to handle teh pages.
• Created tile definitions, struts-config files and resource bundles using Struts framework.
• Developed web pages using JSP, HTML and DHTML.
• Developed XSL templates and XSL schemas to generate teh view part of MVC architecture
• Used Struts framework as controller part and developed business logics in model part.
• Involved in teh debugging of teh applications.
• Involved in teh development of teh presentation tier using JSP, HTML, CSS, XML, XSL, JavaScript and Servlets for login, find Subscriptions modules.
• Implemented AJAX and JavaScript for client side validations.

Environment: Java, J2EE, JSP, Spring MVC, Oracle, XML, Maven,Rational Rose, Eclipse, LOG4J, SVN, Weblogic Application Server, Web services, JDBC, JavaScript, AJAX, JUnit, Design patterns.

Confidential

Jr. Java/J2EE Developer

Responsibilities:

• Designed and developed base classes, framework classes and re-usable components.
• Extensively involved in requirement analysis, design analysis, bug fixes and documentation.
• Agile methodology of software development using practices of short iteration sprints and scrum.
• Designed web pages using Java script/ HTML.
• Validations for teh Client Side were done using JavaScript.
• Tested performance for queries &procedures in teh database.
• Used Rationalsynergy as a version-controlling tool for managing teh module developments.
• Perform system/Integration testing and Support Client Acceptance testing.
• Created a Front-end application using JSPs and Struts MVC for registering a new clients and configured it to connect to database using Hibernate.
• Developed and provided support to many components of dis application from end-to-end, i.e. Front-end (View) to Web Methods and Database.
• Developed JSP pages and developed web application using Struts Action classes and Action Form classes of Struts Frame work.
• Configured Struts-config.xml and Web.xml, Struts-specific descriptor.

Environment: J2EE, Java, Struts, Servlets, JSP, JSTL, JDBC, EJB, Oracle 10g/9i, UML, DHTML, XML, CSS, JavaScript, RAD, Websphere 6.1, PVCS, Tomcat app Server7, PL/SQL