SUMMARY

• Around 8 years of experience as an IT Professional and around 4 years of experience As a Service - Now Developer/Administrator.
• Thorough understanding of ITIL/ITSM processes. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Designing, coding, and testing technical solutions for ServiceNow implementations
• Experience in building and coding Configuration Management Databases (CMDB).
• Experience with using Mid server, webservices, email and other relevant technology tointegrate tools with ServiceNow..
• Created Knowledge articles & mentored & trained business users & Helpdesk users on Service Now platform.
• Good understanding of web services with SOAP/ XML/ WSDL and HTTP Request Methods.
• Subject Matter expert on Service Catalog, Change Management, Incident Management, Problem Management, Configuration Management, Reporting, Discovery and Integrations.
• Experience in creating service catalogs and its workflows.
• Solved many defects for transactions messages between Inbound and Outbound.
• Participated in workshops with Service Now partner teams to help companies to implement Service Now using best practices in ITSM.
• Deep knowledge of User Interface (UI) policies, data policies, UI actions, business rules and clientscripts, Activate plug-ins, Manage data with tables, import sets and update set.
• Sets up Service Level Agreements (SLAs) and monitors SLA workflows, creates and tracks Service Catalog requests, and items with variables.
• Deep knowledge of ITSM Framework and ITIL and the ability to diagnose and resolvetechnology issues in ITSM applications and also ability to design and implement CMDB.
• Leveraging knowledge and experience to deliver end-to-end methodologies within Service Now, which includes architecting technical implementation of IT Infrastructure Library (ITIL) processes, organizing and prioritizing development effort.
• Experience working on Different versions of Service-Now: Calgary, Eureka and Fuji .
• Strong knowledge of relational databases and SQL.
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.
• Possess a strong coding experience using Core Java.

TECHNICAL SKILLS

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

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

Java: JDK 1.6, Collections, Multithreading, NetworkingGenerics, Exception Handling, Files and JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI,JMSJTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

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

Operating systems: Windows, HP-UX 11.x, Solaris, Linux

Scripts: Perl, UNIX Shell Scripts, Windows batch scripts

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

PROFESSIONAL EXPERIENCE

Confidential, Tampa, Fl

ServiceNow Developer/ Admin

RESPONSIBILITIES:

• Use & Administration of common platform applications: Knowledge BaseService Catalog,Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies & Interactions, Application SecurityEvents & Notifications.
• Configuration, Web Services, Catalog Client Scripting, SOAP, Developing complex workflows.
• Involved in designing, development of Home Page, Place Order for Service CatalogKnowledgebase, Create a service ticket, Schedule a call from the service desk and schedule a time for solving theissues with one to one personally.
• Moving data in and out of an instance using import sets and transform maps and also auto import ofdata into service now.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Integration of service now with LDAP for authentication.
• Configuration of Email Notifications and Alerts to notify users about specific activities in the system.
• Writing Business Rules, Client Scripts, UI Policies and UI Actions to customize the instance as perBusiness needs.

ENVIRONMENT: ServiceNow, Java Script, JSON, jQuery, Prototype, WebServices, SOAP, SQL, XML, HTML, iFrames, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential, Dover, NH

ServiceNow Admin

Responsibilities:

• Communicating with end users, identifying their difficulties and changing the applications as per theirrequirements.
• Planned and implemented a complex, enterprise wide, six sigma, and globalInfrastructure AssetManagement In-sourcing project.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT AssetManagement processes
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to theentire team to execute the steps.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management.
• Integrated LDAP directory to streamline the user login process to automate the administrative tasks,such as creating users and assigning them roles.
• Manage ITIL Processes monitoring overall system performance using the System
• Performance andSystem Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Technical implementation of various ServiceNow modules such as Change
• Management, IncidentManagement, Problem Management, Service CatalogConfiguration Management.
• Managed all Change Management Information (ServiceNow).
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions onthe upcoming work.
• Responsible for Development Team Performance and involved in grooming & mentoring teammembers on various processes.

ENVIRONMENT: ServiceNow, Java Script, JSON, jQuery, Prototype, WebServices, AJAX, Shell scripting, Integrations, Cloud services, ITIL, SCRUM.

Confidential - DEARBORN, MI

JAVA/J2EE DEVELOPER

RESPONSIBILITIES:

• Working in all phases of software development including Analysis, Design and Development, Testing and Production of Web-based applications in Agile methodology.
• Creating web application design using open source MVC, Spring and Struts Frameworks.
• Working on client side Technologies such as HTML, DHTML, CSS and JavaScript.
• Strong experience in developing data models using Hibernate POJO's and configuring Hibernate persistence layer.
• Developing database objects to store and manipulate data on Oracle for the generating reports.
• Using Java Script for Client side validations and developing unit tests using JUnit.
• Involving from Initial design and creating Use case diagrams, Sequence Diagrams and class diagrams using the MS Visio Tool.
• Deploying the application on the JBOSS Application Server.

ENVIRONMENT: Java, J2EE, JBoss 7.1, Eclipse 4.3, Java Script, CSS, HTML, Spring 3.0, Eclipse 4.3, Oracle 10g, PL SQL, Hibernate, Core Java, MS VISIO.

Confidential, FARMINGTON HILLS, MI

JAVA/J2EE DEVELOPER

RESPONSIBILITIES:

• Developing and processing Spring batch jobs to retrieve the transactions that pertain to the customers and their auto loans from various databases (DB2, Teradata, My SQL)
• Involved in writing the database integration code using Hibernate. Leveraged the AOP features of spring framework to handle exceptions.
• Developing User Interface Screens using Spring MVC, to enable customers obtain auto finance. Extensive experience in developing various web based applications using Hibernate 3.0 and Spring frameworks.
• Used Spring Framework's IOC Dependency Injection to inject Service Object using Service Locator Design Pattern into Action Classes.
• The Java Message Service (JMS) API is used to allow application components to create, send, receive, and read messages.
• Using Java script, HTML, CSS, Rich faces, JSP, JSTL, and XSL developed template based reusable header, footer and role based menus and GUI screens.
• Creating High Level Design documents, low level design documents using MS Visio and PowerPoint to provide the documentation and guidance for peers and business users.

ENVIRONMENT: Java, J2EE, Spring 3.0, Eclipse 4.3, JBoss 5.1/7.1, My SQL Workbench, DB2, Teradata, Hibernate, Core Java, Object Oriented Patterns, Object Oriented Design, MS VISIO.

Confidential, FOSTER CITY, CA

APPLICATION DEVELOPER

RESPONSIBILITIES:

• Performed System Analysis and High level Design using Object Oriented Design/OOAD methodology to capture and model business requirements.
• Implemented the web-based application following the MVC II architecture using Spring Framework.
• Data Layer was maintained using Hibernate.
• Used JSPs for the presentation layer and Java Beans for model layer
• Developed front end using HTML, JSP, Flash, JQUERY, CSS, XML AJAX and JavaScript.
• Implemented various Design Patterns on the project. Applied Struts features like Tiles.
• Created RESTful WebServices which enable third parties (NetProvision, G2 etc) to communicate with GCMS and retrieve the data about RGs from the GCMS data bank.
• Designed, develop and maintained the data layer using Hibernate and PL/SQL.
• Provided technical support to the clients (SBC, Telmex) on phone.
• Designed and developed XSLT transformations to convert data from XML to HTML.
• Extensively involved in writing Scripts to automate deployment over Linux platform.
• Implemented Java classes that perform encryption of sensitive information before storing the value in the database thus preventing unauthorized access to the data.
• Developed Scripts for UNIX platform deployment.
• Used JSTL and wrote custom JSP tag libraries. Implemented role based handling in JSP pages.
• Involved in writing SQL, Stored procedure and PLSQL for back end. Used Views and Functions at the Oracle Database end. Developed the PL/SQL scripts for rebuilding the application Oracle Database.
• Used MAVEN for build and compilation.

ENVIRONMENT: Java, J2EE, JSP, Servlets, SPRING, Weblogic Application Server, JBoss, XML,XSLT, HTML, DOM, SAX, SOAP, WSDL, JavaScript, Hibernate, Oracle 10g, PLSQL, JDBC,MAVEN2, MVC, OOD, Maven (ant based), UNIX Shell Scripting and Linux.

Confidential, RICHMOND, VA

JAVA DEVELOPER

RESPONSIBILITIES:

• Involved in all phases of Software Development Life Cycle (SDLC).
• Used CVS for version control system and TestDirector for bug tracking
• Involved in developing applications using Java, J2EE, EJB, Struts, JSP and Servlet
• Created the UI validations using Struts validation framework
• User Training-worked with user community closely to train them and explain various features to them.
• Developed database schema and SQL queries for querying database on Oracle 9i

ENVIRONMENT: Java, J2EE, JSP, HTML, Java Script, Oracle, SQL, JDBC, XML, Servlet, IBM Websphere, ANT