SUMMARY

• Seasoned IT Professional and Project Lead with over 7 - years background in ITSM Service Now with proven IT skills and experience.
• Business Analyst with success at responding to different business sector needs and in systematic way.
• Well versed in implementation of project, operational assessment and conducting functional requirements analysis for all businesses.

Areas of Expertise

• Technical Support (Hand-On & Oral), manage IT infrastructure, build/Install windows system (Desktops and Server)
• Verbal and Written Communication
• Sophos Mobile Control (Sophos MDM) and Meraki MDM.
• Office 365 integrated with Azure AD proficient.
• Agile 2.0, JIRA
• Webex
• Result Oriented: Plan and develop the project idea and lead team to actualize project
• ServiceNow Ticket System
• VoIP Phones.
• Special talent for making professional relationships with clients.
• Team player

PROFESSIONAL EXPERIENCE

Confidential - Hauppauge, New York

IT Admin/ServiceNow BA

Responsibilities:

• Supported creation of user stories and ensuring that they meet the criteria required to deliver a successful product.
• Follows-up and resolved Field Techs escalated tickets using Service-Now and alerting leadership when there are foreseeable problems
• Work with the ITSM Service Catalog Management Team to review Unapproved Request in the queue.
• Work Closely with Service Designer during the Requirement gathering face with the Service Owner.
• Support M365 related service (MS Teams, SharePoint etc.)
• Experience in developing test cases & designing test scenarios based on business requirements and functional specifications.
• Translate and document client needs into actionable requirements within ServiceNow agile development application/module.
• Develop used cases, process diagrams and requirements documentation using stories and scrum tasks in ServiceNow.
• Collaborate with business and process stakeholders as well as Development team to design appropriate process solutions in ServiceNow.
• Evaluate requirement changes and provide feedback to ensure alignment to original design objectives for ITSM processes in ServiceNow.
• Work with Service Owners and creating template according to the requirements.
• Design workflows, along with standard template which can be reused.
• Used ServiceNow agile 2.0 to create user stories for current and upcoming sprint.
• Experienced in Creating an interactive dashboard/ Performance Analytics.
• Assisting the development team in building catalogue items that do not require coding.

Confidential - Bayside, New York

ServiceNow BA/ System Admin

Responsibilities:

• Gather requirement from process owner or clinics and translate them into simple and understandable user story for the technical team to develop.
• Developed used cases, process diagrams and requirement documentation using stories and scrum task in ServiceNow.
• Collaborated with clients and project team to design appropriate process solutions.
• Followed up on outstanding client needs and provided timely status reports to project manager.
• Communicated technical problems and solutions to both technical and non-technical audiences.
• Created end-user training materials based on project requirements.
• Performed accurate internal operational tasks such as time tracking, expense reporting and knowledge sharing.

Confidential - Columbia, MD

Associate Business Analyst

Responsibilities:

• Documented requirements using Business requirements template.
• Experienced working in a scrum agile development environment supporting a software product.
• Participated in Scrum Agile meetings, Daily Stand ups, Sprint Planning, Story grooming and Retrospective.
• Designed and developed Use Cases, Activity Diagrams, and Sequence Diagrams using MS Visio.
• Provided Functional Specification to development team.
• Work closely with development team by analyzing and prioritizing story.
• Report defects to the team and use JIRA to track the defects.

Confidential - Sliver Spring, MD

IT Support Representative

Responsibilities:

• Provide technical support to end users as required
• Tier 1 server administration (Create user accounts, lock, unlock account and reset password in Active Directory)
• Responsible for scheduling full and incremental backup of AD, File and ISA server (Windows server 2008)
• Updating of the company intranet/uploading of staff birthdays and news to the intranet using Frontpage
• Supporting and migration of windows operating System and application (Microsoft office suite)
• Review and log all IT call log and generating monthly reports
• Provide excellent customer service to all clients/customers and maintain adequate appointment times.
• Report any new IT acquisitions or user account changes to the Director of Technical Services.
• Resolve end user related issues and provide customers with proper solutions to their concerns.
• Tracking and maintaining orders that you are assisting with and keeping constant contact with customer to ensure order is being processed and handled correctly.
• Submitting quotes to the estimating department for shipping via truck, special packaging, for nonstandard imprint areas, or a non-standard printing method.
• Ability to perform and prioritize multiple tasks efficiently in a fast-paced environment.