PROFESSIONAL SUMMARY:

• A Confidential Certified Administrator with 8+ years of work experience in the IT industry providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite ( Confidential, BMC Remedy, HP Suite of Products).
• Functioning as a Confidential SME and Technology Lead for the past 3.5 years handling Technical Design Analysis, Impact Analysis, Maintenance, Support Activities and Migrations.
• Proficient in developing Client scripts, Business Rules, Web Service Import sets, Transform Maps & developing scripted web services.
• Handled customer demos and RFC’s for new Confidential clients, and accounts
• Experience in diagnosing performance degradation
• Piloted Confidential initiatives in conceptualizing and implementing robust and effective solution designs for the organization’s Confidential COE (Center of Excellence).
• Developed solutions using JavaScript, Ajax, Web Services, SOAP and other web technologies to integrate Confidential with internal/ external systems and tools.
• Experienced in all phases of SDLC including Analysis, Design, Coding and Testing
• Working experience with relational databases like Oracle, MS SQL Server, MySQL.
• Working knowledge of Agile Scrum, Waterfall, Iterative and Spiral methodologies.
• Strong experience on testing methodologies and experience on preparation of test plans, and support for Integration Testing & UAT.
• Experience in implementing, monitoring, analyzing, and supporting service management processes and tools with good experience in the IBM Netcool and HP suite of products with specialization in event co - relation and notification software.
• Working with process owners and business stakeholders to translate business requirements into functional requirements within Service Now.
• Designed and developed client scripts, business rules, ACL and Java Scripting in Confidential
• Hands on experience in web development using HTML, JavaScript and CSS
• Strong skill set in the Service Now suite development including SOAP/REST integration

PROFESSIONAL EXPERIENCE:

Admin/ Developer

Confidential, Hillsboro, OR

• Implementation of different modules of Confidential as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs. Developing integrations both inbound and outbound. SOAP & REST.
• Developed custom automation through Confidential Business Rule scripting to trigger orchestration of vm cloud
• Managed technical development validation for monthly cloud provision deliverables
• Customized powershell cmdlet scripting on hosted midserver in conjunction to Confidential CLI
• Customized virtual machine base attributes in line of scope deliverable requirements
• Showcased flexibility in development scripting while completing newly introduced requirements ahead of deadlines
• Managed Confidential Azure and AWS cloud discovery tables insuring that network requirements from cloud Gov service site were captured within instance as the source of record
• Developed UAT validation process utilizing Confidential Azure and AWS cloud intake tables and system logs to confirm REST callback status
• Collaborated with client network team to accept REST endpoints for JSON object consumption into Confidential orchestration Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Confidential .
• Search, populate, and customize the knowledge base
• Create an access control rule (ACL)
• Responsible to look over Globally Service Now Issues and give trainings for Incident/Problem/Change according to the business needs and updates.

Developer

Confidential, Chicago, IL

• Implementation of different modules of Confidential as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs. Developing integrations both inbound and outbound. SOAP & REST.
• LDAP, Initial Data Loads, Import Sets, automated integrations and address exceptions.
• Created and Consumed REST Web.
• Utilized Java Scripting, HTML, CSS in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes. to customize the instance as per Business needs.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Designed many email templates by using html and jelly scripting and used them in notifications
• Moving Update sets from non-production to production.
• Upgrading instance from Eureka to Fuji.
• Worked on Configuration and maintenance of Business Rules (Basic and Advanced), Client Scripts and UI Policies in Confidential .
• Implemented Salesforce.com web services client using Sales force web services API, Java, XML and partner WSDL.

Admin/Developer

Confidential, San Francisco, CA

• Deploy new releases and enhancements into the Service Now live environment.
• Implement ITIL v3 aligned processes in Confidential .
• Implement CMDB in Confidential .
• Implementation of different modules of Confidential as per requirements and ITIL process - Incident Management, Problem Management, Change Management, Asset Management and Service Catalogs. Developing integrations both inbound and outbound. SOAP & REST.
• Establish and interact with CMDB, and manage data with import sets, update sets and transform maps.
• Propose Confidential best practices to maintain life cycles of Incident, Management, Problem Management, Knowledge Management, User Administration, Configuration and Asset Management.
• Work with business users to identify and refine business requirements and workflows.
• Developed Webservice and REST interfaces both inbound and outbound to SN to address third party application integrations SCOM, HPOO etc.,
• Developing AJAX script includes addressing the platform wide client side scripts.
• Reporting to include data extraction, import/export data, publishing, distribution, cataloging, report scheduling
• Maintain Single Sign-On integration
• Customize forms as per business requirements.
• Create new service catalog requests and items with variables
• Maintain integrity of the multiple instances of Service-Now
• Maintain the integrity of the Service-Now across production and non-production environments.
• Create and use update sets to move customizations between systems
• Search, populate, and customize the knowledge base
• Create an access control rule (ACL)
• Implement ITIL v3 aligned processes in Service-now
• Work closely with the technology, operations and business to gather enhancements and defect fixes in the Service-Now platform.

Engineer

Confidential, Sunnyvale, CA

• Responsible to look over Globally Confidential Issues and give trainings for Incident/Problem/Change according to the business needs and updates.
• Responsibility to monitor the ITIL Service delivery via process mapping audits and design the procedure.
• Providing solution and standardized the ITSM process in bid management for to satisfy the customers.
• Responsibility to work with Project management to improve the daily base operation.
• Responsibility to update the dash board and make visibility to all employees and reporting tool.
• Handling Day to day IM/PM and CM tickets according to the Priority.
• Coordinate Problem Management team and Incident management
• Find root cause analyzing about the fail changes and the services.
• According the RFC, need to raise the changes in particular and handle the Technical team/Operational team
• Conduct employee focus groups to ensure a thorough understanding of the issues.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.
• Responsible to Track and analyze unsuccessful changes to bring about process improvement with the help of frame work Remedy.
• Responsible to Develop, evaluate and present the weekly and monthly change management metrics to Executive management.
• Responsible to provide and present the monthly Change Cost Analysis report of the customers to the accounts management team.
• Develop a set of actionable and targeted change management plans - including communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan.
• Work with project teams to integrate change management activities into the overall project plan.
• Find root cause analyzing about the fail changes and the services.
• According the RFC, need to raise the changes in particular and handle the Technical team/Operational team
• Conduct employee focus groups to ensure a thorough understanding of the issues.
• Responsible to coordinate with the escalation management team on Root Cause Analysis for failed changes.

Software Engineer

Confidential, Columbia, MD

• Worked on BMC Remedy ITSM- SMAS (Service management automation support) release project.
• Responsible to gather requirements according to the client needs and documentation for Remedy enhancements and issue fixes
• Defines project scope and objectives, coordinates activities of a project team, and identifies resources and develops detailed work plans, schedules, project estimates, resource plans, and status reports.
• Responsible for preparing project reports and summaries as requested by department managers, handling scheduling, and conducting/facilitating project meetings.
• Provides technical and analytical guidance to project team and recommends and takes action to direct the analysis and solutions of problems according to the business needs.
• Manage outages, driving and coordinating resolution, including calls, escalation and notification to all senior and executive stakeholders across the firm, as well as coordinating all incident support activities
• Provides input into performance management and career development processes, and staffing and disciplinary actions and Responsible to ensures service scope, SLAs and other agreements are reviewed on a regular basis, ideally at least annually.
• UAT coordination and Build UAT test plan, Training materials and UAT develop test scripts
• Involvement in identifying business requirements, collection of use cases, process design, work flow mapping, testing, training and implementation support according to the business needs.
• Enhance the project management process to achieve business objectives  
• Helps to plan the deployment, during the design stage of the process lifecycle, in conjunction with personnel from other teams and functions
• Need to provide reporting and metrics to Business unit IT Portfolio Manager, Engagement Manager and business unit management on program initiatives. 
• Facilitate communication between business and technical staff to ensure effective and efficient implementation and communication of results 
• Responsible to handle the Incident and problem management operation and monitor the trend and work flow of tickets through BMC remedy tool