SUMMARY:

• IT professional with total experience of 10 + years of experience in IT Industry with more experience in ITSM & ITOM. I have worked on multiple ServiceNow implementation projects for different customers catering to ITSM modules including incident, Problem, Change, Service Catalog and custom applications customization. ITOM Modules Discovery, Service Mapping, Event Management, Orchestration, Cloud Management.
• Experience on implementing end - to-end in ITSM Incident Management, Problem Management, Change Management, Service Catalog, Knowledge Management, CMDB, Asset Management, ESS portal and Service Portal.
• Experience in Email Integration, External Web Services Integration (both SOAP based and REST based) in ServiceNow.
• Experience on MID server Configuration
• Experience in Monitoring Tool integration: SCOM, NNMi and Splunk through MID Server.
• Experience in JIRA integration with SNOW PPM through REST API.
• Experience on LDAP Integration using Mid Server.
• Experience on SSO Integration.
• Extensive knowledge and experience in EVENT Management.
• Extensive knowledge and experience in Discovery Management
• Experience in Cloud based Discovery (AWS and AZURE)
• Knowledge in Business Services Configuration and Service Mapping.
• Experience on various ServiceNow customizations as per client's requirement.
• Experience in working with the workflows using ServiceNow workflow editor
• Extensive experience in implementation of Business Rules, Data Dictionary, UI Actions, UI Policies, Client Scripts, Validations Scripts, Event Rules, Alert Rules, Correlation Rules and Event Field mapping Rules in ServiceNow.
• Good understanding of Service-now.com Architect that built on Web 2.0 + SaaS + ITIL v3 + PaaS + IT3.0
• Strong communication and interpersonal skills with client interaction.
• Strong team player and contribute towards the team goals. Ability to work productively and effectively in a team as well as individually.
• Able to work independently in a flexible environment

TECHNICAL SKILLS:

Virtualization: V-Sphere 4, Virtual Infrastructure 3, vCenter, VMotion, MS virtualServerR2 Hyper-V, live migration SCVM.

Platforms: Server operating systems-Microsoft (2012, 2008R2, 2008, 2003, 2000), Linux, etc.

Client Operating systems: Windows XP, windows Millennium, Windows Vista, Windows 7,8,10 and other Open Source.

Database: SQL Server 2005, 2008, 2012,MySQL

Terminal Services: Remote Desktop Services, Terminal Services, VNC, Putty, Dame ware NT Remote Tools

Web Technologies: JavaScript, HTML5, CSS3, J Query, JSON, AJAX, Angular JS, XML, REST & SOAP Web Services

Other Application: Jira Administration, IP PBX, AWS, spice works IT Ticketing Tool

Firewall: Fortinet firewall, Cyberoam, VPN, Monitoring.

Disaster Recovery: Symantec Backup Exec 9.1 for Windows, Symantec Ghost Suite 11

Clustering: HA-DRS

Antivirus: Symantec (Managed),fore client Server, Norton Internet Security 2007, Symantec Endpoint Protection 11.0.3, Norton Antivirus, McAfee Total Protection Service, and Kaspersky 2009

Backup: NT Backup, Online Backup.

Disk Imaging: Norton Disk Cloning

ServiceNow Knowledge: ITSM Modules, ITOM, Discovery Management, Service Mapping, Event Management, SCOM Integration with SNOW, NNMi Integration with SNOW, Cerner integration with SNOW, Splunk integration with SNOW, JIRA Integration with SNOW PPM using REST API, Integration with Nagios, Integration with SolarWinds.

PROFESSIONAL EXPERIENCE:

Confidential,Fort Lauderdale,FL

Tech Lead (ServiceNow)

• Worked with Incident, Problem, Change and Knowledge management, Service catalog Management, HR Management, CMDB, Configuration management and Asset, custom applications in ServiceNow.
• Experience in Building Custom Applications on the platform as per client requirements.
• Hands on Experience in scripting which includes Client Scripts, Business Rules and Script Includes.
• Functional knowledge and implementation experience of IT Service Management (ITSM) frameworks and demonstrated project management skills and experience working directly with customers and clients
• 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, interfacing with vendors and management, and coordinating effort of administrators
• Excellent work ethics, self-motivated, quick learner and team oriented.
• Hands on experience in developing CMS in Service Now
• Developing different reports like bar charts, pie charts, list reports and scheduling reports
• Creating catalog items and creating record producers in service catalog
• Have Worked on ACLs, SLAs, UI Policies, UI Actions, UI Pages, UI Macros, Email Notifications, Workflow, CMDB Implementations, and Service Catalog, create now.
• Experience in Web-Services Integrations.
• Experience in Cerner EHR API integration with SNow.
• Developed Workflows based on Business process requirements.
• Experience in integrating Nagios, SolarWinds through SNow Event Management for incidents raising.
• Responsible for adding/ modifying CI’s in CMDB.
• Responsible for adding/ modifying the CI relationships in CMDB.
• Ensure CMDB updates are made after the Changes are implemented.
• Responsible for conducting CMDB audit on application CI’s and updating the missing/incorrect data in CMDB.
• Configured and implemented orchestration for using onboarding, off boarding and password reset for Employee’s.
• Have good experience with Data sources like import sets and update sets.
• Verify change requests and defects; documenting, tracking and communicate test plans, test results and unresolved problems; preparing test reports.
• Goal and team-oriented, comfortable working in a fast paced environment.

Confidential,Fort Lauderdale, FL

Tech Lead

• Single point of contact to customers for technical activities and provided workshop sessions on integration functionality and tools which is compatible to Service Now.
• Single handedly involved in Integrating SCOM, NNMi and Splunk to Service Now.
• Enabled Event Management functionality in Service Now and created more number of Event Rules and Alert Rule for converting automation in generating tickets.
• Involved in gathering the requirements and implements ITSM frameworks as per Industry standards.
• Implemented & involved in ITSM Modules till Go-Live.
• Configured Discovery in Service and workshops provided to customers about the functionality of Discovery.
• Discovered AWS, AZURE and Internal Storage Servers data into Service Now.
• Configured Seven MID Servers (Two are for integration, event management & orchestration, One for LDAP integration, Four for Discovery & Service Mapping) for in different location including DMZ Zone.
• Responsible for adding/ modifying CI’s in CMDB.
• Responsible for adding/ modifying the CI relationships in CMDB.
• Ensure CMDB updates are made after the Changes are implemented.
• Responsible for conducting CMDB audit on application CI’s and updating the missing/incorrect data in CMDB.
• Implemented OOB SSO using through OKTA, LDAP with Local AD using MID Server.
• Integrated with SQL Server using DATA Source to import data into custom table.
• Implemented Orchestration for using onboarding & off boarding Employees and password reset.
• Implemented Service Mapping for critical business Application.
• Coordinating with network team to open the required ports for given subnets.
• Creating the Discovery schedules and behavior for subnets based on Time zone.
• Discover the UNIX/Windows/SNMP devices
• Discovered the vCenter to get the ESXI and VM instances
• Discovered the Switch/router/load balancers/oracle
• Adding new OID’s for network devices.
• Created new tables for customer and application code
• Created new probes & sensors to create the relationships between applications, customer, product and business units

Confidential

Tech Lead

• Gathering requirements from client, requirements document review, developing, testing and implementation. Respond to production issues and resolve them within the timelines.
• Building complex components when required.
• Deploying applications in Service-Now
• Mentor new joiners. Conduct Knowledge Transfer sessions and application KT sessions, help them with configuring id’s, billing and get settled in the project quickly.
• Gathering requirements from client, requirements document review, developing, testing and implementation. Respond to production issues and resolve them within the timelines.
• Building complex components when required.
• Deploying applications in Service-Now
• Mentor new joiners. Conduct Knowledge Transfer sessions and application KT sessions, help them with configuring id’s, billing and get settled in the project quickly.

Environment: ServiceNow tool, Glide Script, Jelly Script, Java Script, Web Service, create Now, HTML and XML.

Confidential

Tech Lead

• Gathering requirements from client, requirements document review, developing, testing and implementation. Respond to production issues and resolve them within the timelines.
• Building complex components when required.
• Deploying applications in Service-Now
• Mentor new joiners. Conduct Knowledge Transfer sessions and application KT sessions, help them with configuring id’s, billing and get settled in the project quickly.

Environment: ServiceNow, Glide Script, Jelly Script, Java Script, Web Service, create Now, HTML and XML.

Confidential

Sr. System & Network Administrator

• Installed and administered Windows 2003, 2008 & 2012 Servers.
• Familiar with all aspects of installation, administration and troubleshoot in Windows 2003, 2008 & 2012 Servers.
• Experienced in Windows server 2003/ 2008, Microsoft Active Directory, DNS, DHCP, RIS, and WDS
• Installation, Configuration and Troubleshooting of MS SQL Server 2005, 2008 Databases.
• Managing DHCP server with multiple LAN Scope’s
• Group policy management through Active Directory.
• Provide IT support through telephonic, remote and email communication.
• Active Directory Maintenance (user’s accounts and groups).
• User Administration & Group Policy administration in Active Directory.
• Add, remove and update user accounts information and resetting passwords in AD.
• Apply Operating system updates, patches and configuration changes.
• Configure reservations for important resources in DHCP.
• Installation, Configuration and Troubleshooting of Windows Server 2003 and 2008.
• Configuring ADS, DNS, DHCP, IIS Services on Windows 2003, 2008 & 2012.
• Assigning Group policies and permissions for Domain Users.
• Configure and Troubleshoot TCP/IP, DNS, DHCP and Active Directory Services.
• Designed, acquired and deployed a corporate Windows hypervisor and VMware ESX Server infrastructure with capacity for five servers.
• Maintained 100-150 virtual machine using VMware ESX server & Hyper-V as per client Requirement.
• Worked closely with Storage and Networking teams to ensure allocated SAN, Fiber and networking infrastructure reflected specifications laid out in initial VMware farm design to ensure successful deployment.
• Worked on MOSS 2007, MOSS 2010 Implementation, TFS Backup & Restoration, MOSS 2007 and MOSS 2010 Backup & Restoration.
• Implemented and administered Windows Server, IIS, SharePoint, and SQL Server.
• Managed technical services of Windows network infrastructure, including Active Directory, Group Policy & WSUS.
• Supporting for Microsoft Project for Connecting Microsoft Environment using RAS Card & Fore Client Antivirus.
• Managed & Installed Team Foundation Server 2008-2010 for local environment for Source Debugging & Build process.
• Providing access Permissions to the user SQL Server & Team Foundation Server.
• Created jobs for taking backup on SQL Server Databases
• Configured & Maintained lease line through Cisco ASA, fortinet firewall & maintaining web filtering, VPN Access permissions.
• Transferring FSMO Roles from one DC to another.
• Maintained Network file system in windows 2003R2-Windows 2008
• Implemented Microsoft virtual Server
• Sound familiarity with Windows and Windows at the user level, including user and application installation.
• Familiarity with Microsoft Office, printing, and Windows networking.
• Expert in Windows server 2000/ 2003, NT4.0, Microsoft Active Directory, DNS, DHCP Installed and supported windows 2008,2003,2000 server
• Providing wireless Facility to Entire building through Linksys, Cisco wireless Routers
• Assisted in hardware installation and maintenance of workstations, servers, networking equipment, and other supporting hardware.
• Performed user account creation, deletion, and configuration.
• Supervised backup and disaster recovery operations through Symantec exec backup.
• A solid understanding of networking fundamentals and security.
• Configured and managed Symantec antivirus in managed process.
• Advanced ability (building and configuring machines, hardware troubleshooting.
• Managing services like DHCP and FTP running on Windows 2000/2003, 2008 Server.

Confidential

Senior Systems Engineer

• Installed and administered Windows 2003, 2008 & 2012 Servers.
• Familiar with all aspects of installation, administration and troubleshoot in Windows 2003, 2008 & 2012 Servers.
• Experienced in Windows server 2003/ 2008, Microsoft Active Directory, DNS, DHCP, RIS, and WDS
• Installation, Configuration and Troubleshooting of MS SQL Server 2005, 2008 Databases.
• Managing DHCP server with multiple LAN Scope’s
• Group policy management through Active Directory.
• Provide IT support through telephonic, remote and email communication.
• Active Directory Maintenance (user’s accounts and groups).
• User Administration & Group Policy administration in Active Directory.
• Add, remove and update user accounts information and resetting passwords in AD.
• Apply Operating system updates, patches and configuration changes.
• Configure reservations for important resources in DHCP.
• Installation, Configuration and Troubleshooting of Windows Server 2003 and 2008.
• Configuring ADS, DNS, DHCP, IIS Services on Windows 2003, 2008 & 2012.
• Assigning Group policies and permissions for Domain Users.
• Configure and Troubleshoot TCP/IP, DNS, DHCP and Active Directory Services.
• Maintained 150 virtual machine using VMware ESX server & Hyper-V as per client Requirement.
• Worked closely with Storage and Networking teams to ensure allocated SAN, Fiber and networking infrastructure reflected specifications laid out in initial VMware farm design to ensure successful deployment.
• Worked on MOSS 2007, MOSS 2010 Implementation, TFS Backup & Restoration, MOSS 2007 and MOSS 2010 Backup & Restoration.
• Implemented and administered Windows Server, IIS, SharePoint, and SQL Server.
• Managed technical services of Windows network infrastructure, including Active Directory, Group Policy & WSUS.
• Supporting for Microsoft Project for Connecting Microsoft Environment using RAS Card & Fore Client Antivirus.
• Managed & Installed Team Foundation Server 2008-2010 for local environment for Source Debugging &Build process.
• Providing access Permissions to the user SQLServer & Team Foundation Server.
• Created jobs for taking backup on SQL Server Databases
• Configured & Maintained lease line through fortinet firewall & maintaining web filtering, VPN Access permissions.
• Transferring FSMO Roles from one DC to another.
• Maintained Network file system in windows 2003R2-Windows 2008
• Implemented Microsoft virtual Server 2005
• Created VMware ESX 3.5 with 5 CPU License on HP Servers ML 150 G3
• Sound familiarity with Windows2000 and Windows at the user level, including user and application installation.
• Familiarity with Microsoft Office, printing, and Windows networking.
• Expert in Windows server 2000/ 2003, NT4.0, Microsoft Active Directory, DNS, DHCP Installed and supported windows 2008,2003,2000 server
• Providing wireless Facility to Entire building through Linksys, Cisco wireless Routers
• Assisted in hardware installation and maintenance of workstations, servers, networking equipment, and other supporting hardware.
• Performed user account creation, deletion, and configuration.
• Supervised backup and disaster recovery operations through Symantec exec backup.
• A solid understanding of networking fundamentals and security.
• Configured and managed Symantec antivirus in managed process.
• Advanced ability (building and configuring machines, hardware troubleshooting.
• Managing services like DHCP and FTP running on Windows 2000/2003, 2008 Server.
• Implementation& Managing Asterisk IP PBX.

Confidential

Backend operations

• Installed and administered Windows 2003 Servers.
• Familiar with all aspects of installation, administration and troubleshoot in Windows 2003 Servers.
• Experienced in Windows server 2003, Microsoft Active Directory, DNS, DHCP, RIS, and WDS
• Installation, Configuration and Troubleshooting of MS SQL Server 2005 Databases.
• Managing DHCP server with multiple LAN Scope’s
• Group policy management through Active Directory.
• Provide IT support through telephonic, remote and email communication.
• Handling Lease line approvals pending escalation mails.
• Handled Escalation mails from client.
• Co-ordinate with all the respective Departments to ensure completion of customer complaints & requests on time & also provide the valid feedback to the customer through mail or call.
• Maintained all the Parameters beyond the target segment viz., talk time, aux time, and maximum Number of calls, hold time etc.,
• Improving overall quality of service and increasing customer delight levels.
• Achieving overall productivity and service level targets of the team.
• Analyzing data to identify the root cause of complaints.
• Maintaining quality of interaction with customers.
• Helping in publishing the Daily, Weekly, fortnightly and monthly MIS to the client and the management