SUMMARY

• 13 years of experience in ITSM tools ServiceNow and BMC Remedy handled various positions in diversified large and complex environments in multiple domains like IT, Banking, Merchandising and Retail for industry leading clients.
• ITSM Implementation, Enhancement, Support, Requirements Gathering, Analysis and Deployment
• Experience in multiple roles as Technical Lead, Administrator and Support
• Technical guidance in developing ServiceNow solutions, including proof of concepts and demos
• Assisted with the testing, installation, and implementation of ServiceNow applications.
• Technical architecture analysis, design and direction on development activities.
• Worked on ServiceNow CMDB, Discovery & Asset support, integrations of multiple CMDB data sources of Casper (MAC assets), SCCM (EUC).
• Integration of ServiceNow with third party Asset Management tools.
• Service Catalog Design for Onboarding New Hire, Termination, Access Requests, Orchestration workflow to automate the AD updates.
• Integration with Identity management tool for provisioning user Onboarding, Termination & Service Requests.
• Planning & Leading the schedule for upgrade & clone activities.
• Good exposure and hands - on in working in a combination of OOTB and Customized setup with integrations.

PROFESSIONAL EXPERIENCE

Confidential, Kansas City, MO

ServiceNow Technical Lead

Responsibilities:

• Responsible for providing the technical architectural analysis and technical solutions on the ServiceNow projects in Incident, Problem, Change, Service Catalogue, CMDB, and Self Service Portal.
• Leading the ServiceNow patch & version upgrades activities.
• Translating functional user requirements into technical requirements.
• Analyze and Implementing Service-now changes.
• Second and third level support analyst for Service-now incidents.
• Requirements gathering and efforts estimation of Service Now development projects
• Leading the team projects and initiatives, delegating and assigning tasks to development team
• Service Now integrations with third party tools as per the requirements
• Configure ServiceNow processes such as Incident, Request, Change Problem, Asset Management
• Integration with Identity management tool for provisioning & de-provisioning of user accounts.
• Integration with Eracent for Asset Management and auto import of CI’s into Configuration Management
• Maintaining & population of ServiceNow CMDB CI data & CI relationships data. Data Certification of CMDB Applications and associated CI Relationships.
• Involved in POC and design of Enterprise Password Reset process.
• Integration of Hallmark ServiceNow & Atos ESB global gateway for bi-directional data transfer of Incident/Problem/Change requests through secured web services.
• ServiceNow process Governance and Reporting
• Proactively identifying opportunities for continuous improvement.
• Maintaining the Service-now production instance & the performance analysis of the ServiceNow tool across all the environments.
• Managing instances, Plugin Activations, System admins & upgrades through ServiceNow HI portal.

Confidential, Duluth, GA

ServiceNow Lead Developer

Responsibilities:

• Implementation and customization of Service - Now Managed Service Provider instance.
• Migration activity from legacy system to Service-Now. Involved in Solution, Requirement Gathering, Implementation, Testing, Training team members and Ongoing Support.
• Handled setting up of Incident, Problem, Change, Knowledge Management, CMDB & Asset admin
• Building Service Catalogs & workflow.
• Custom application development, testing and rollout.
• Integrations LDAP and SSO on MSP platform.
• Service-Now upgrade from Berlin to Calgary.
• Following modules are being used:
• Service Desk
• Service Catalogue Management
• Change Management
• CMDB
• Service Level Management
• Knowledge Management
• Service Level Management
• Domain separated notifications and workflows
• As a Team Lead for ongoing support, my role involves providing L3 support, solution and working on performances issues, enhancements and bug fixes. Also take care of mentoring and tracking team members performance.
• As a Change Management team member, I was involved in validating Change Requests before the CAB meeting and providing the initial approvals.
• Providing the platform demo and presentations for new customers.

Confidential, Duluth,GA

ServiceNow System Administrator

Responsibilities:

• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Creating new Application & modules based on the new service requests.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Managing & creating Client scripts, Business Rules, UI policies, UI actions and Data policies.
• Moving data in and out of an instance using import sets and transform maps and also auto import of data into ServiceNow.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Develops new applications from beginning to end. Maintains existing applications. Creates code that meets system standards.
• Integration of ServiceNow with LDAP for authentication.
• Integration of ServiceNow with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints. Develops conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.

Confidential, Duluth,GA

BMC Remedy Senior Consultant

Responsibilities:

• Business requirements gathering, Functional & Design Specifications.
• Gap analysis for remedy upgrade.
• Upgrade remedy from 7.1 to 7.6 & 7.6 to 8.0.
• Published secured remedy webservices through Trusted Root Certificates to the external systems.
• Integration of NCR ARS Remedy with Walmart ITSM Incident Management through Webservice for Incident Creation, Incident Updates & Incidents Synchronization every 5min.
• Responsible for Proof of Concept of Load Balancer on the Application Tier (ARS) & Web Tier (Midtier).
• High Availability implementation of multiple ARS in Server Group & Midtier Servers.
• Bi-directional Integration of Oracle Inquire Knowledgement with BMC Remedy ARS through URL based Article Search & Linking/Un-Linking of Articles to the Incident through Webservices.
• User functionality and Interface (Webservices) load testing on Oracle Application Testing Suite (OATS) tool.
• Integration of BMC Remedy with Active Directory through ARDBC & AREA plugin.
• Remedy Code Development & Unit Testing.

ENVIRONMENT: BMC Remedy ARS 7.6.04, 8.0, Server Group, Load Balancer (CSS), Oracle 11g, Solaris 10

Confidential, Bentonville,AR

BMC Remedy Senior Consultant

Responsibilities:

• Involved in requirements gathering and design specifications.
• Responsible for application and data administration of BMC Remedy Action request System
• Involved in fresh installation of AR System and entire ITSM applications suites i.e. Incident Management, Problem Management, Change Management and Service Level Management, CMDB and Approval server.
• Integration of Web based application for automated ticket creation in Incident Management through inbuilt HPD staging forms using remedy Web services.
• Configuration of foundation data like location, support groups.
• Designing the template for the configuration of foundation elements including the product and operational categorizations.
• Working with the various team for getting the foundation related data.
• Responsible for installing, configuring, and deploying BMC ProactiveNet 8.5 Performance management and also responsible for ensuring that BMC ProactiveNet 8.5 Performance management leverages data and information transferred from other Business Service management (BSM) products such as BMC Atrium CMDB.
• OLE automation process has been implemented for spell check functionality in AR System.
• Managed all Remedy application administration needs and provided application support to a large organization.
• Installed and configured BMC Remedy flashboards for graphical representation of AR system data.
• Responsible for BMC Remedy Email engine installation and mailbox configuration.
• Installation and configuration of BMC Atrium CMDB 7.5.
• Import of CMDB data using ADDM tool for auto discovery of CI's and mapping the staging dataset to production golden dataset BMC.ASSET through normalization and reconciliation process.
• Responsible for configuration of Operational categorization and product categorization.
• Responsible for configuration of change management approvals in all three phases of review, business and Implementation.

ENVIRONMENT: BMC Remedy ARS 7.6, 7.5, ITSM 7.6, 7.5, Oracle 11g, Solaris 10

Confidential

BMC Remedy Developer

Responsibilities:

• Responsible for requirements gathering and design specifications.
• Responsible for Installation of BMC Remedy AR System.
• Responsible for Application design using Forms, Coding, Functional testing, and Implementation.
• Installed BMC Remedy flashboards for graphical representation of AR system data. Created Bar chart and Pie chart flashboards in AR system.
• Responsible for the post production maintenance and support of the project.
• Extensively worked on the pain areas where the end users were having frequent issues in accessing remedy applications and performance.
• Implemented the high performance tuning application which monitors the health of the system on daily basis which updates the support analyst through email alerts when there is critical alarm raised on the system.

Confidential

BMC Remedy Developer

Responsibilities:

• Maintained User accounts, Licenses and involved in development of a Custom Time tracking application.
• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Actively participated as team member in planning, designing and implementing change management and asset management modules.
• Customized Remedy Change Management using Remedy workflow objects such as forms, active links, active link guides, filters, filter guides and escalations.
• Documentation of Requirement Analysis workshops.
• Developed several Custom applications, Upgraded ARServer, Email Engine from 6.1 to 6.3
• Involved in performance tuning of AR system which has significantly improved the health of AR server performance at the highest level.

ENVIRONMENT: Remedy ARS (7.x and 6.x), ITSM 7.1, Incident Management 7.0.1, Change Management 7.0.1, Problem Management, Asset Management, (6.x), SLA, Remedy Migrator 7.0, Remedy Import, CMDB 2.1, Crystal Reports, TOAD, Windows 2003/XP, Oracle 9i.

Confidential

Software Developer

Responsibilities:

• Providing the L0 front end support for the internal employees of the organization.
• Logging the incidents to service desk application for which source of incident would be either through call or through email.
• Providing the initial work around solution to minimize the impact of the incident.
• Create a problem ticket to find the root cause for the re-occurring of incidents and create RFC for the implementation of the root cause.
• Assigning the incidents to the back office support team people for next level of support.
• Responsible for the entire cycle of incident starting from incident creation to the closure of incident.
• Co-ordination with the different support team for the follow up or resolution of the incident as soon as possible and escalate to the higher level if required.
• Adherence to the SLA of the incident response and resolution time.
• Following up with the end user on the resolution of the issue and re-open the incident if required for the issue which is not fixed and close the incident based on the feedback of the end user.