Profile Summary

• Accreditations: Service Desk Implementation
• Certifications: CA Service Desk Manager Certified Professional
• 9 years of experience in IT Service Management solution implementation, process consulting and software development
• Expertise on architecting and implementing IT Service Management solutions based on ITIL best practices
• Experienced in planning, leading discussions with customers, requirements gathering and designing integrated end-to-end solution as per ITSM principles and techniques
• Expert in designing and deploying automated workflow solution along with Incident, Problem, Change and Configuration, Service Request Management and IT business processes
• Hold solid technical knowledge on programming languages, systems, database, networks, reports development, web services, etc.
• HP ArcSight Security Technical Certified
• CA Unicenter Service Desk Advanced Implementation
• Information Technology Infrastructure Library ITIL v3
• CMDB Implementation
• Workflow Automation Process Development

Work Experience

Senior IT Service Management Specialist/Architect

Confidential

Key Responsibilities:

• Assess the customer's environment setup and configure IT Service Management tools from any vendors supporting industries best standards
• Provide assistance to sales team by participating into client engagement activities and demonstrate solution with proof of concept to the customers
• Assist customers to design and automate IT Service Management processes and implement entire solution using ITIL best practices
• Engage discussions with customer and participate into various project activities from planning, gap analysis, requirements gathering, solution designing and deployment of ITSM suite of products
• Effectively troubleshoot implementation issues and provide technical assistance to various projects and other associate consultants

Confidential

Responsibilities as CA ITSM Consultant and Architect:

• Upgrade existing ITSM applications into newer versions and make IT help desk available across all departments of Sheetz Corp IT, Stores, DC, etc.
• Lead the design and architecture and plan enterprise wide deployment and implementation of various ITIL processes using ITPAM
• Implement advanced SDM architecture using background/standby servers for high availability and load balancing
• Assessed around more than 20 IT processes like decommissioning, Server build, Firewall policy change, Network creation/setup, Employee on-boarding etc. Designed and automated these processes using capabilities of Service Desk and IT Process Automation which eliminated unnecessary paper-work and enhanced productivity
• Establish ITIL Change and Configuration management practices using Service Desk, CMDB and ITPAM
• Design business processes for Corp IT using IT Process Automation workflow and web services to improve operational efficiency
• Enhance Service level support model for enterprise IT and Store solutions and set up performance metric reports
• Configured CA Service Desk r12.6, CMDB, Service Catalog and IT Process Automation to manage Sheetz's helpdesk
• Reviewed web service architecture and deployed dedicated web server for web service transactions which helped improving 3rd party integrations with Service Desk r12.6 without affecting end users
• Developed process for real time contractor/employee data synchronization by integrating PeopleSoft, IDM and Service Desk

Sr. Services Consultant/Architect

Confidential

• Worked as Sr. Consultant and an Architect on CA Service Management and CA Service Assurance solutions. Developed various middleware applications using workflow solutions, scripts and integration modules to map client business processes while following best practices and industry standards. I also severed in the capacity of technical pre-sales consultant and helped Rolta in winning numerous deals both in public and commercial sector.

• Responsibilities as SME/Services Consultant:
• Architect for implementation of Incident, Problem and Service Request Management processes using CA Service Desk r12.7, Service Catalog r12.7and IT Process Automation r3.1
• Performed gap analysis and recommended solution as per ITIL guidelines
• Setup self-service interface and help desk system for all GNC employees and reduce support using phone/email, etc.
• Organize and assist creating centralized knowledge repository for end users and analysts
• Setup GNC IT Services portal and deploy user provisioning workflow using Catalog and Process Automation
• Setup automatic events, macros, service types SLA and enhance enterprise wide notification system
• Configure service offering and separate fulfillment workflows in Catalog for other IT processes E.g. Access Request-Lawson, SmartStream, etc.

Confidential

• Responsibilities as SME/Services Consultant:
• Migrate Service Desk to r12.5 and improvise architecture using clustering techniques
• Configure Self-Service Request, Incident, Problem and Service Request Management by utilizing OOTB features and reducing existing complex customizations
• Configure OOTB workflow automation module for Service Request fulfillment
• Implement HRConnect helpdesk solution for Devon's HR department using same instance of Service Desk application
• Perform HTMPL, scripts and spel customization for Incident and Service Request workflows e.g. parent/child ticket handling for Incidents and workflow task assignment
• Provide assistance developing web service component for integration of Service Desk with SAP, User Provisioning applications, Identity Vault System, etc.
• Develop workflows using process automation ITPAM for new user onboarding
• Configure service level events with notification and escalation handling

Confidential

• Responsibilities as CA Services Consultant:
• Support and administer CA Service Desk/CMDB r12
• Customization of CMDB schema, class/family forms as per roles
• Develop Change Management process using CA Workflow and Service Desk
• Work on enhancement requests along with CA Global Delivery Unit involving complex customizations of CA Service Desk/CMDB
• Resolved issues related integration of Service Desk/CMDB with UAM and Spectrum achieved automated assignment functionality which was not possible by OOTB integration
• Modify database schema and HTMPL customization in Service Desk/CMDB

Confidential

Responsibilities as CA Services Consultant/Architect:

• Solution Architect for implementation of Incident Management, Problem Management, Call Management and Configuration Management Process using CA Service Desk, CA CMDB r12.1 and other CA ITSM products
• Study HDFC's Call, Incident, Problem, Configuration and Change Management Processes
• Design Solution Architecture Overview SAO and Solution Architecture Specification SAS focusing ITIL processes for Service Desk and CMDB Implementation
• Design integrated and automated solution to support call, incident, problem, change and release along with configuration management using Service Desk, CMDB and Workflow Automation
• Provide an insight into CMDB functionalities and assistance in preparing the data modeling of CIs and identifying relationships
• Discover server CI's and application based tangible relationships between them
• Plan initial CMDB data model and establish identification, control, monitoring and sustenance procedures
• Implement distributed architecture using Service Desk primary and secondary servers for load balancing
• Create strict access rights policy for roles as per HDFC processes and apply security settings, customize forms in Service Desk/CMDB

Confidential

Responsibilities as CA Consultant:

• Migrate existing Unicenter Service Desk r11.2 system to windows/SQL cluster environment
• Migrate existing Infrastructure Change Management flow from Sunview ChangeGear into CA ServiceDesk solution
• Develop Change and Configuration Management processes as per ITIL standards in Service Desk/CMDB and Workflow Process Automation
• Customize change manager and approver forms, modify macros, spel scripts in Service Desk
• Implement and Configure CA CMDB r11.2 , CA Workflow, CA Visualizer and Cohesion Application Configuration Manager r5.0
• Configure network discovery, change detection and assets export scripts in CA Cohesion
• Define CMDB structure and data modeling of CI attributes and relationship mapping
• Configure the CA visualizer and Impact Analyzer for CI relationship visualization, impact analysis and root cause analysis
• Reconciliation of CI data from using CA Advantage Data Transformer and Federation adapters
• Integrate Unicenter Service Desk with CA Spectrum for fault management and root cause analysis of network and system devices

Confidential

Responsibilities as Consultant:

• Develop approval process workflow on submission of service request from CA Service Catalog using CA workflow
• Enhance change management business process using CA Workflow
• HTMPL customization of employee and analyst form group pages in Service Desk
• Develop a Request fulfillment process in CA Workflow including spel customization to add attachments and notes from Service Catalog to the Service Desk tickets
• Spel code customization for automatic transfer of ticket to previous assignee when current assignee rejects the ticket and auto assign ticket to himself when assignee yanks the ticket
• Spel code customization for form Level routing of service requests in Service Desk
• Configure functionality to create/update tickets through email

Confidential

Responsibilities as CA Services Consultant:

• Configure Incident Management, Service Request Management, RFC Management and Configuration Management processes as per ITIL standards
• Implement and configure Unicenter Service Desk r11.2,USD Dashboard on windows 2003 server along with the MS SQL database 2005
• Integrate Service Desk with an external LDAP and exchange server
• Configure Change Impact Analyzer for change management impact analysis using integration between Service Desk and NSM Worldview
• Develop triggers and Spel functionality to get information from LDAP and auto assignment to workflow task
• Configure event management using integration of USD with Unicenter Network and System Management NSM
• Integrate Service Desk with network monitoring tools like CA Spectrum and eHealth
• Integrate Service Desk with CA Desktop and Server Management suite DSM for getting asset information and ticket creation on policy violation
• Install and integrate SupportBridge with Service Desk for Live Automation

Confidential

Responsibilities as SME:

• Implement Unicenter Service Desk r11.2 in distributed environment
• Configure Request, Incident and Change Management processes into Service Desk
• Design and develop business process flow for service requests like software installation, account creation, etc. using CA Workflow
• Perform HTMPL customization for employee, analyst and support engineer access type form groups for incident and change order pages
• Integrate Service Desk with CA Desktop and Server Management using web services
• Develop web based Service Desk reports like Trend Analysis, SLA Measurement, Average time to close, etc. for Incidents and Change Orders using MS SQL reporting tool

Confidential

Developed reports like Change Anomaly, CI Relationship Changes, All Change Impact, Direct Change Impact, and CI's by MDR etc. using Crystal Reports.