SUMMARY

• 8+ years professional experience on Remedy and Service - Now Developer/Admin, Strong knowledge in ITSM applications (5.5/6.x/7.x/8.1), network administration and tech support.
• Implemented Discovery from scratch, by installing mid servers on remote desktops based on user requirements and taking into account client prerequisites.
• Expertise in ITSM applications including incident management, problem management, change management, asset management, CMDB, service level management, content management, knowledge management, HR management and SRMS
• Customized ITSM (5.x/6.x/7.x/7.5), Incident, Problem Management and Change Management modules
• Strong exposure to ITIL and ITSM best practices.
• Expertise in performing implementation tasks.
• Strong Skills in implementing knowledge management governance, version control, document audits and document usage policies.
• Expertise in developing clear technical documentation.
• Expertise in Fuji plaltform.
• Expertise in communicating about the servicenow operations to all levels of management.
• Expertise in auditing and archiving of remedy and Service-Now applications.
• Expertise in understanding new servicenow features and functionality.
• Experience in performance tuning of Remedy and Service-Now setups.
• Experience in upgrading of ITSM suite from 5.5 to 6.0 and 6.0 to 7.x.
• Experience in setting up of CMDB 2.x/7.x..
• Experience in, monitoring tools, bridge calls, outage communication, business impact analysis, it service continuity management, SLA management.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Remedy specialty areas using ITIL best practices - Incident/Problem Management, Change Management, Asset Management, and SLA.
• Strong skill set in the ServiceNow suite development including SOAP/REST integration, Web Services, Discovery, Splunk, Workflow, and CMDB.
• Experience on Service-Now Discovery module, comfortable deploying Discoveries in a multi-datacenter environment.
• Proven Service-Now implementation experience. multi-domain/service provider model experience within a snow platform.
• Understanding of IT service management (ITSM) and the ITIL business process. Maintain service level agreement (SLA) and monitor an SLA workflow.
• Create, monitor, modify, and publish service catalog workflows with approvals. Maintain Single Sign-On integration
• Create an access control rule (ACL). Use of scripting tools and ServiceNow functionality to create script to automate routine tasks being done in ServiceNow.
• Loads, manipulates and maintains data between ServiceNow and other systems.
• Experience in supporting the servicenow integration design and technical teams for implementation.
• Familiar with ServiceNow Content Management System (CMS)
• Configuration Development and development of Requirement Integration components (SSO, LDAP).
• Strong team player, ability to work independently and in a team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.
• Experience in Integrating App Exchange Applications with Eclipse IDE in Sandbox and Production Environments.
• Involved in database designing by creating database objects such as Tables, Views, and Indexes and developed code in the mid-tier server integrating Service Now with other IT systems.
• Experience on LDAP Integrations using SAML2.0

TECHNICAL SKILLS

ITIL: ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP, Remedy ARS 7.6.x/7.x/6.x, Service-Now, Help Desk 7.5x/7.X/6.x/5.x, Change Management 7.5x/6.x/5.x, Asset Management 7.5x/6.x/5.x, S Help Desk 7.5.x/7.x/6.x,, SRM 7.x, ITSM 8.1/7.6.x/6.x, CMDB 2.x/7.x, Service Level Agreement 7.x, Mid-Tier Remedy, Remedy Migrator 7.x, Remedy Import 7.x, Remedy AR Suite, Remedy Approval Server Service Level Agreement7.x, Knowledge Management and Document Management.

Programming Languages: C, C++, Java, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

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

IDE: Eclipse, Net Beans, TOAD

Version Control Tools: CVS, SVN

Tools: and Packages: Rational Rose, Ant, Maven, Log4j, TOAD, MS Office, Dreamweaver

PROFESSIONAL EXPERIENCE

Confidential, Pataskala, Ohio

Service Now Developer/Admin

Responsibilities:

• Created service catalogs, including new catalog items, designing work flows and execution plans’.
• Configured multiple forms for Asset module using Configuration Management Database
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in ServiceNow
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5
• Worked on UI Macros to create pages as templates on requirement from the stake holders
• Created functional and technical specifications documents for various ServiceNow modules
• Integrating Service catalog module with “Netcool” monitoring tool using Web Services and fixing the issues which come up while the tolls are getting interacted
• Writing script includes invoking them in reference qualifiers or variable scripting.
• 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 which 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.
• Coordinating the instance upgrade activities.
• Involved in cloning activities like raising the request for cloning and excluding some tables to not come under cloning.
• Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand. worked on CMDB from the scratch
• Worked on domain separation.
• Worked on Fuji and Geneva versions.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.

Environment: Service-Now, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.

Confidential, Charlotte, NC

Service Now Developer/Admin

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Facilitating rollout of new applications and modules.
• Design and implement new functionality using Business Rules, UI Policies, and Access List.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented.
• This includes various administration tasks within Service desk software.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Imported many ci’s using import set tables
• Imported Active Directory to Service now using data sources.
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Initiates, develops, designs and uses extremely complex databases.
• Develops and executes complex test plans.
• Develops conversion and system implementation plans.
• Prepares and obtains approval of system and programming documentation.
• Directs, analyzes, and prepares recommended changes in development, maintenance and system standards having critical.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Confidential, Bowie MD

Service now Developer

Responsibilities:

• Gathering business requirements with clients and documenting them in to process requests.
• Designed generalized framework for repeating problems and incidents.
• Extensively involved in service now tool administration, creation of new Users, groups, Roles, IT Services, Applications, Business Services, Routing rules and Blackout Freeze rules..
• Expertise in implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with Knowledge of Content management.
• Designed forms with advanced customizations at the level of UIMacros/UI page as per the complex requirements.
• Expertise on LDAP integrations. Very good understanding of Integration with these varieties of protocols: SOAP, JDBC, and ODBC.
• Experience in scripts which includes Business rules (server side code) and also modified OOB.
• Design and Implementation of service requests through service catalogue in service now.
• Experience in transforming the data into the SNOW database.
• Good knowledge on Single Sign on and event based integrations.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Designed standard workflows which are being re-used and propagated and handled many custom events.
• Created a lot of clients scripts/UI policies also with a lot of high-level customizations like attaching a custom events and DOM-injection with JQuery and Prototype.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB.

Confidential, Saint Louis, MO

Sr. Remedy Developer

Responsibilities:

• Generated reports for global support center by using SQL Loader .
• Extensively involved in integration of Remedy ARS with HP Open view for tracking availability and performance.
• Expertise in designing Flashboards to provide real time data.
• Experienced in setting up Service Desk Application.
• Expertise in configuring Mid Tier on solaris& upgraded to 5.1.2 from 5.0
• Created web views for forms and configured the mid-tier using the configuration tool.
• Created Development & Test environment to test and develop customization and synced this with Production environment.
• Customized OOB HD module and designed custom built CM module based on user requirements.
• Maintenance of company’s custom built & customized applications and involved in the production support.
• Worked on the performance of the application by removing the repetitive workflow and adding indexes on field which are used commonly.
• Trained users about the usability and the various processes in the system
• Implement SLA Module to track Internal OLA and Organizational SLA
• Extensive system testing on both the development and production servers and used Migrator to keep both servers in sync.

Environment: Remedy ARS 5.x, Remedy Helpdesk and Asset Management 5.x /4.x and MS SQL.

Confidential

Remedy Developer / Administrator

Responsibilities:

• Experience in requirement gathering from various business groups/users.
• Expertise in ITIL frame work and industry best practices for analyzing and evaluating business requirements
• Customized remedy Helpdesk application 5.6 for support center
• Strong exposure in creating remedy forms, Active Links, AL Guides Filters, Filter guides, and Escalations for work flow.
• Monitoring of monthly and bi weekly jobs
• Generation of crystal reports, Monthly reports, SLA Reports etc.,
• Scheduled report generation as per user/Business requirements.
• Extensively involved in installing and configuring Remedy change management application.
• Strong exposure to common request system, Problem tracking & time tracking for remedy applications.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.

Environment: Remedy ARS 4.x, Remedy Import, Windows 2000/XP, MS SQL Server 2000.