SUMMARY:

• An experienced, motivated and results - oriented IT Professional with more than 12 years of proven achievements in information technology and systems management involving infrastructure management, ITSM Processes management, and project management. Providing IT services and solutions as well as developing new processes through ongoing maintenance, defect resolution and enhancement solutions for IT organization in financial and healthcare institutions.
• Helped client transform their enterprise ITSM capability to improve value, increase agility, and create sustainable business performance. The CIO Advisory team brings together ServiceNow's ITSM solution with vast industry knowledge specializing in Confidential process design, integration, and IT organizational change.

TECHNOLOGY SKILLS:

• ServiceNow Implementation: Incident, Service Catalog, ess, CMDB, Change
• Amazon Web Services Sys Ops admin training completed
• VMware solution: vSphere, Horizon View, vCloud air.
• Improve incident management
• Improve Change Management
• CMDB with Discovery tool.
• Integration with Sailpoint, AWS, VMWare and SCCM .
• Confidential Process Manager and ServiceNow Platform PM/administrator
• Create ITSM and ServiceNow vision and road map
• Scrum/Agile development methodology.
• Microsoft: MS Office, SCCM, Exchange, Windows Servers, Windows 7
• SOX compliance, HIPPA and FEDRAMP compliance.

WORK EXPERIENCE:

Confidential, Palo Alto, CA

ITSM Service Manager

Responsibilities:

• Accountable for the Problem Management process and lifecycle, process design, and compliance to CMMI and Confidential v3 standards
• Managing, tracking and conducting risk analysis of Problem Tickets, team assignment and quality
• Accountable for the approval of corrective actions based upon root cause analysis and ensure correct categorization for reporting, metrics and review.
• Follow Confidential guidelines and procedures for Incident calls, resolutions, and problems, including organizing the call, documenting, creating timelines, and incident summaries. This also included driving emergency change requests, investigating root cause and assigning to the Problem Management Team
• Managed and produced the score card for all incident managers on a weekly basis, reviewing each incident and scoring by teammate and criteria. Developed the goals and objectives for performance review and created the tracking mechanism to gauge weekly performance
• Process Manager for Change Management, to promote best practice and champion compliance, frequent reviews to drive improvement globally
• Accountable for monthly, quarterly audit checks and reports on offenders (non-compliance) - prepares Audit materials for review and ensuring a service improvement plan is identified, tracked and action
• Expedite the direction of any IT services requests or escalated issues to the correct product line or supporting IT organization, such as Infrastructure Services, Network Operations, Telecom, and MCS service teams.
• As Problem Manager, identify any ongoing/trending issues and work with staff to validate RCA submissions and Corrective Action assignments for Sev1 and Sev 2 incidents.
• Facilitate multiple weekly and monthly meetings with the client to provide account status and address any ongoing client concerns including tracking and reporting on service delivery improvement activities.
• Successfully led a program across all LOS to drive the average daily aging ticket count from 300 tickets to less than 100 over 8 days old by tracking and reviewing with the supporting line of service groups daily.
• Developed reporting and tracking methodology to provide trend results against root cause analysis efforts using Incident tracking system data extracts.

Confidential, Pleasanton, CA

ITSM Adminstrator

Responsibilities:

• Providing subject matter expertise on CMDB and Auto Discovery using ServiceNow (SNOW) .
• To support the customer on technical front related to management of CI using Configuration Management Database (CMDB) and assess security risks.
• Developed IT Service Management KPIs, audit reporting, and compliance dashboards to evaluate effectiveness and efficiency of ITSM processes.
• Developed ITSM Policies and Methods & Procedures documentation:
• Tool assessment to support SDLC migration
• Creating an Confidential based target operating model and strategy for application services
• Implementing Incident Management, Request Fulfillment and Service Catalog with ServiceNow
• Integration support with ServiceNow
• Design and Development of ServiceNow CMS Employee Self-Service portal

Confidential

Service Management support Administrator

Responsibilities:

• BMC Remedy AR System 8.1.01
• BMC Remedy IT Service Management 8.1.01:
• Incident Management, Problem Management, Knowledge Management
• Change Management, Release Management, Service Level Management
• BMC Analytics Reporting.
• Administrator and developer of Out Of The Box BMC Remedy ITSM 8.1.01 suite
• Upgraded and implemented BMC Remedy ITSM Suite from version 7.6.04 to version 8.1.01
• Responsible of patching and upgrading BMC applications and servers
• Manage the BMC Remedy implementation project and development
• Responsible for, developing, testing, and implementing the 8.1.01 upgrade from version 7.6.04
• Gathered requirements from various groups/users and converted business requirements into functional specifications.
• Created Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.

Confidential, San Jose, CA

ITSM Administrator

Responsibilities:

• Implement Service-Now Tool and Confidential Processes
• Process design, ITSM solution design, Internal audit, Process documentation, implementation.
• This project is for one of leading Software product Development Company in United States.
• Enterprise Implementation and integration for Incident, Service Catalog, Change, Release and PPM modules in Service-Now
• Service-Now and LDAP integration
• Custom business rules and Client scripts to meet customer requirements like, round-robin incident assignments, common attachment pool (using java script)
• Process and tool integration- PPM and change management integration in Service-Now
• Service-Now and other tool integration- SharePoint, Confidential openview and other internal applications
• Training the resources on Service Now administration
• Process design for all the above Confidential processes
• Process Documentation
• Process Training, Confidential V3 foundation training for all the process roles with 100 % passing rate
• Defining Process Roles

Confidential, San Jose, CA

Change Manager

Responsibilities:

• Independently review, implement and verify changes of high complexity and risk to meet customer and infrastructure needs.
• Define and assess impact of change, develop and maintain change management plan, review business process design to assess organization and role impacts, monitor change progress and highlight where corrective action needed.
• Accepting and Reviewing Requests for Change (RFC) submitted by multiple business units, requiring technical knowledge of ITSM and Service Now environment for proper assessment to ascertain potential business impact.
• Assessing and managing risk and impact to limit outages and downtime for business
• Deliver customer facing and internal change management activities to ensure ongoing stakeholder and user and engagement.
• Working with Development and Testing team to ensure tool and user requirements are captured, clearly defined and tested thoroughly.
• Perform and coordinate user acceptance testing for changes to the tool.
• Ensures adequate information is supplied for assessment of full impact and collaborates with requestors to ensure proper documentation.
• Facilitates Change Advisory Board (CAB) Meetings to address change inefficiencies or identified risks with strong negotiation skills and ability to build consensus to avoid potential business impact.
• Independently determines approach to managing teams and daily operations. Provides guidance, constructive input and motivation to the team/s
• Develops new techniques to support innovative solutions and accomplishes results through the management of a team of professional team members and/or leaders
• Monitors budgets and operational effectiveness; develops strategies for adjusted courses of action.
• Engages with Vendors/Partners to develop IT solutions. Manages vendor performance and identifies risks, issues and works to resolve them.

Confidential, San Jose, CA

Incident Manager

Responsibilities:

• Coordinating resources and actions to expedite technical recovery after a major incident and to provide real time communication to Management and Service Management detailing specific recovery actions, plans, and status.
• Executes the Incident Management process tasks in adherence with global and local requirements.
• Drive group chats and bridge calls effectively to resolve incidents.
• Sending Communications and Outage Notifications and Coordinating with the resolving teams.
• Liaison with team managers of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets.
• Drives governance around incident management, for example, that an incident ticket is opened, escalated, updated and closed accordingly.
• Keeping a track of all open tickets and chasing them on a regular basis for closure within SLA by confirming issue resolution from users.
• Ensure the closure of all resolved and end-user confirmed Incident records.
• Responsible to act as an escalation point to expedite incident resolution.
• Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfillment.
• Tracks, reports and manages all follow-up actions for timely closure--including procedure, process, training and technology. Ensures incident details are updated in the incident management tool in a timely manner with accurate information.
• Proper communication and update at regular intervals of P1 incident to business and stakeholders via email and SMS.
• Impart process training to new Incident coordinators and certify them for live operations and acting as mentor to newly joined analysts.
• Ensure that the Incident Management KPIs are met.
• Involving Change and Problem management as and when required by the Incident, i.e to fix the issue or to find the root cause of a workaround applied to an incident
• Perform ticket audits and training new hires.