PROFESSIONAL SUMMARY:

• Over 15 years of experience in IT Operations and Service Management using ITIL best practices. ITIL Foundation Certified. Designing, Implementing and supporting ITIL Processes, using leading IT Infrastructure Operations and Service Management tools. Experience in Project and Program management using Agile/Scrum methodologies.
• IT Service Management (ITSM) based on ITIL best practices
• Business Service Management(BSM)
• Customer Service Management
• HR Case Management
• Facilities Management
• Security Operations Management
• Incident and Problem Management
• Governance Risk & Compliance
• Change and Configuration Management (CMDB)
• Business Service Modeling
• Application Discovery and Dependency Mapping (ADDM)
• Availability and Capacity Management
• Asset Management
• Application Management
• Service Catalog / Service Request Management
• Knowledge Management
• Service Level Management (SLM, SLAs)
• Enterprise Network and System Management
• Project and Program Management

TECHNICAL SKILLS:

• ServiceNow (Calgary, Dublin, Eureka, Fiji, Geneva)
• Servcie Watch
• ServiceNow Discovery
• Application Dependency Mapping
• BMC Remedy ITSM 6.3, ITSM 7.x, ITSM 8.x
• HP Service Manager 6.01, 6.2, 7.x, 9.x
• IBM Tivoli TADDM 5.1.1/CCMDB 1.1.1
• HP Business Availability Center (BAC) - 6.5
• HP SiteScope-8.5
• HP-OpenView-Network Node Manager 7.01, 7.5
• HP-OpenView-Operations for UNIX 7.x, 8.x
• HP-OpenView-Operations for Windows
• Reports Generation Tool:
• Business Objects
• Crystal Reports.
• Database
• MS-SQL Server, Oracle
• Notification Tools
• Alarmpoint
• TelamonTelalert

PROFESSIONAL EXPERIENCE:

Confidential, San Ramon, CA

Service Asset & Configuration Analyst

• Created and Configured 10+ CMDB Reports and in ServiceNow used towards Configuration Management Process- Metrics and KPIs
• Configuration Management Reports
• Change Management Reports
• Migration of ServiceNow CMDB data from Geneva to Istanbul.
• Perform weekly validation of Unauthorized changes to the Predix Infrastructure (IaaS) components in ELK.
• Perform Daily CI Validation and update Ownership and Support Group information.
• Have validated and updated the incorrect/missing CI Ownership information in the CMDB (Owned By & Support Group) for Predix ICI -Infrastructure CI’s (6000+). Status as of .5% complete.
• Have created and maintained Access Control Application in ServiceNow.
• Created and maintained Compliance Request System Application in ServiceNow.
• Created - Predix Service Onboarding Application (Proof of Concept) in ServiceNow 6
• Created Compliance Request System Application in ServiceNow. Migrated to Production 6.
• Participated in FedRamp Control - weekly working sessions and have provided Evidence related to Configuration Management Process and CMDB system.
• Created specific modules for Predix Service Offering (SaaS, PaaS, IaaS) and Related CIs in ServiceNow.
• Provided ServiceNow support to Predix Customer Support team (Tasks related to Service Offering /Configuration Management Process/ CMDB.
• Created and maintained Data Dictionary related to Configuration Management and CMDB.
• Imported Security Server CIs into ServiceNow CMDB (CyberArk, SafeNet, KeySafe)

Service Now Development Manager / Team Lead

Role and Responsibilities:

• Provide leadership and oversight for offshore Service-Now resources; help guide offshore development and support priorities based on end-user and steering committee guidance.
• Work collaboratively with Incident, Change, Problem, Asset, and Configuration Managers to support the resolution of any issues or incidents encountered in external systems or processes.
• Configuring ServiceNow discovery and the mid server in discovering and populating the ServiceNow CMDB.
• Trouble shooting ServiceNow discovery access issues (HTTPS /SSH /WMI /SNMP /Powershell /CIM /WBEM /VMapplicances)
• Configuring Discovery Probes and Sensors.
• Use discovered data to create BSM Maps.
• Work within an Agile/Scrum environment to produce new releases of Service-Now within a two-week sprint cycle.
• Provides input with regard to configuration, service management and security baseline policies and procedures.
• • Assist with management and implementation of security baseline and configuration management of systems and servers.
• Integrating CMDB with various Data sources using TDI and importing data into the CMDB. Automating data import and setting up Notification.
• Documenting day to day Operations Procedures on maintaining the CMDB tool.
• Provide training to ITSM tool users across different ITIL Process areas.
• Implement IT GRC module within ServiceNow for managing IT Risk and complicance.
• Work with IT managers to generate views and reports as needed towards continual improvement of service management policies, standards, and ITSM processes
• Code and implement feature enhancements in Service-Now as requested by internal customers after being reviews by a steering committee.
• Identify and implement changes to improve automation and efficiencies in Service-Now for the end user.
• Work with the vendor to implement upgrades to the Service-Now platform as needed and during outage situations.
• Determining current levels of service to use as a starting point in SLA negotiations.
• Build service requests from customer requirements including requests, request items and tasks using workflows to manage data flows from the customer to the support teams providing the service
• Facilitating roll out of new applications and modules. Managing upgrades and any related issues. business rules, email notifications, forms, workflow diagrams, service level agreements, reports, assets portfolio, user administration, roles, groups and system logs.

Reporting / CSI Consultant

Role and Responsibilities:

• Have developed 114 Key Control Reports for Audit purposes/ IT Security Service Management purposes across various ITSM Applications.
• Have developed 24 Vendor management Reports for managing vendor services for various MSPs (CSC, IBM, Cognizant) across various ITSM Applications - Incident, Change, SLM.
• Developed 20 Database views for Integration with Tripwire and creating various reports within ITSM applications.
• Integrated with Splunk using Web Services to create automated Incidents.
• Configuring ServiceNow discovery and the mid server towards populating the ServiceNow CMDB.
• Trouble shooting ServiceNow discovery access issues (HTTPS /SSH/WMI/SNMP/Powershell /CIM/WBEM/VMapplicances)
• Configuring Mid server, Ip address range, Discovery Probes and Sensors.
• Use discovered data to create BSM Maps
• Integration with ADDm for CMDB Data import.
• Integrated with Splunk using Web Services and Event Management for Consolidated Security Event management and Reporting.
• Facilitated workshops, review meetings to gather requirements, prototype reviews and User acceptance testing.
• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.

Confidential

Reporting / CSI Consultant

Role and Responsibilities:

• Analyze current / AS-IS IT Asset management and related processes with Asset / Procurement process manager.
• Analyze current / AS-IS Service Desk function and related processes with Help Desk Manager.
• Configure Servicenow Mid servers for discovering Network CIs and Server CIs.
• Analyze current / Security Services / Access management with Help Desk Manager.
• Analyze current ITSM solutions on Remedy ticketing system with ITSM System administrator.
• Analyze current ITSM Solution built on - Remedy DoIT Remedy ARS Test Plan Service Ticketing and Maryland Provisioning document.
• Plan and align ITSM Solution on ServiceNow with MD DO-IT operations and support organization structure.
• Integrated with Splunk using Web Services to create automated Incidents.
• Activated domain separation plugins in a multi company / MSP environment.
• Configured domains to separate company data in a multi tenancy environment.
• Configured Business rules, Filters, UI & Data policies specific to each domain.
• Created reports specific to each domain /data specific to each company/domain.
• Configured security rules and policies specific to each domain / company data.
• Have created categorizations/ Choice lists specific to each domain/ company.
• Configured ServiceNow to delegate administration specific to each domain/company.
• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Drafted initial copy of the DoIT Operational Service Support manual.
• Created user accounts for the transition team in the TEST environment for familiarization of the ServiceNow platform and Applications.
• Configured and provided a demonstration of proposed /future state ITSM processes (Service Desk, Knowledge management, Service Catalog) to the transition team.

Confidential

Developer

Role and Responsibilities:

• Participated in Service desk workshops(Incident management Problem management, Knowledge management)
• Design and develop Service catalog Items for IT service Requests.
• Created design document for Remedy to ServiceNow migration.
• Participated in Service Level Management/ SLA agreement solution discussions.
• Participated in Change Level Management solution discussions.
• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Provide day to day support in resolving production support issues.
• Configured and Customized the Incident Management application and related workflow.
• Configure Email Notifications and templates.
• Create, develop, custom reports, and prototypes.

Confidential

Architect / Developer

Role and Responsibilities:

• Provide day to day support in resolving production support issues.
• Supporting 50+ agencies of the Common wealth of PA’s Agencies.
• Responsible for developing technical solutions on the ServiceNow platform to satisfy the business needs of the IT department.
• Managed Projects /tasks activities using Agile /Scrum within ServiceNow.
• Managed / Organized daily standup calls for project team members.
• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Provided feedback to Project managers on project activities, tasks, milestones and in ensuring work is performed within scope, time and on budget for various agencies.
• Identified critical paths, critical tasks and identified strategies/ solution in mitigating them.
• Apply detailed understanding of technical and functional design requirements for Service Now, including workflow engines.
• Activated domain separation plugins in a multi company / MSP environment.
• Configured domains to separate company data in a multi tenancy environment.
• Configured Business rules, Filters, UI & Data policies specific to each domain.
• Created reports specific to each domain /data specific to each company/domain.
• Configured security rules and policies specific to each domain / company data.
• Have created categorizations/ Choice lists specific to each domain/ company.
• Create, develop, and implement workflows, custom reports, and prototypes.
• Identify system deficiencies and recommend solutions.
• Design and implement new requirements and new features based on business needs.
• Migrate data from Remedy ITSM 7.6.04 to ServiceNow.
• Understand and convert business process / workflows from Remedy ITSM 7.6.04 to ServiceNow.
• Understand and Email Communications/ Notifications from Remedy ITSM 7.6.04 to ServiceNow.
• Review new versions of Service-Now platform and plan the correct release process.
• Create and/or review various ServiceNow objects, data integrations, reports using Service-Now platform.

Service Now Developer / Administrator

Role and Responsibilities:

• Provide technical assistance and software configuration/customization including workflow administration, report setup, data imports, LDAP integration, custom scripting, and third party integrations.
• Responsible for developing technical solutions on the ServiceNow platform to satisfy the business needs of the IT department.
• Design and review new requirements and new features based on business needs.
• Review new versions of Service-Now platform and plan the correct release process.
• Create and/or review various ServiceNow objects, data integrations, reports using Service-Now platform.
• Apply detailed understanding of technical and functional design requirements for Service Now, including workflow engines.
• Create, develop, and implement workflows, custom reports, and prototypes.
• Identify system deficiencies and recommend solutions

Confidential

Service Now Developer / Architect

Role and Responsibilities:

• Customization of Email Notification templates.
• Maintain and administer the implemented instance(DEV/TEST / PROD ) of Service Now
• Configure users, company, site, location, and other existing fields Configure support groups, assignment rules, categorizations, CI data, SLA, etc. Respond quickly and effectively to “how to” technical and application configuration questions
• Facilitate rollouts of new modules associated with Service Now.
• Perform Maximo installations and upgrades.
• Configure Maximo and assist in the development of interfaces to external ISM systems.
• Assist with the enforcement of development deadlines and schedules
• Train business users on new system enhancements, as well as, new processes related to Service Now
• Configuring and Customizing - ServiceNow Core and Foundation data Support the development of reconciliation and normalization rules to populate and maintain the CMDB.
• Configuring ServiceNow discovery and the mid server in discovering and populating the ServiceNow CMDB.
• Trouble shooting ServiceNow discovery access issues (HTTPS /SSH /WMI /SNMP /Powershell /CIM /WBEM /VMapplicances)
• Configuring Discovery Probes and Sensors.
• Perform ServiceNow tool administration and generate reports for various ITSM modules and CMDB.
• Have added 10 additional fields to the Incident management form based on customer business needs.
• Drafted AS-IS Installation and Configuration document after ServiceNow Installation.
• Documentation and Knowledge transfer on the ITSM install and configuration.
• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Provided feedback to Project managers on project activities, tasks, milestones and in ensuring work is performed within scope, time and on budget for various agencies.
• Identified critical paths, critical tasks and identified strategies/ solution in mitigating them.

ITSM Consultant

Role and Responsibilities:

• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Provided feedback to Project managers on project activities, tasks, milestones and in ensuring work is performed within scope, time and on budget for various agencies.
• Identified critical paths, critical tasks and identified strategies/ solution in mitigating them.
• Customized BMC’s Business Service Management Solution in a Proof of Concept environment.
• The products in the BSM solution includes
• BMC ServiceNow ITSM .04
• BMC Proactive Net Performance Management 7
• BMC Atrium CMDB .04
• BMC Application Dependency and Discovery Mapping .04
• BMC Dashboard & Analytics .04
• Identified and Interviewed Key stakeholders and prepared interview questionnaire.
• Performed Current state & Gap Analysis on the following key ITSM / ITIL processes
• Event Management
• Incident Management
• Problem Management
• Drafted Gap Analysis and Recommendations Report.
• Identified Top-10 Areas for Improvement across the following ITSM processes.
• Event Management
• Incident Management
• Problem Management
• Identified basic Process governance / Continuous Improvement Structure/ Key Performance Metrics for key ITSM Processes.

Service Now Developer / Administrator

Role and Responsibilities:

• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to meet the needs of the Business using workflows and other system components.
• Implement efficient, effective solutions that may contain but are not limited to service-level reporting, workflow implementation, process automation and integration with multiple systems.
• Perform analysis on complex business problems and provides a variety of solutions
• Support the development of reconciliation and normalization rules to populate and maintain the CMDB.
• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Provided feedback to Project managers on project activities, tasks, milestones and in ensuring work is performed within scope, time and on budget for various agencies.
• Identified critical paths, critical tasks and identified strategies/ solution in mitigating them.
• Drafted PSB Cookbook for ITSM solution for USPTO.
• Participated in the ITSM Tech Team meetings and provided meeting minutes to the PSB/ middleware team.
• Troubleshooting Web server /Application Server and ServiceNow application production issues.
• Apply product fixes, patches and configuration changes to support the business process.
• Documenting Troubleshooting and Resolution steps on common issues and importing in share point.
• Documenting ITSM current configurations, settings and importing in share point.
• Documenting common ServiceNow administration tasks.
• Provided list of components to be monitored to the monitoring team for the ITSM environment.
• Fine-Tuning Web server /Application Server and ITSM application server for boosting performance.
• Design, develop, test the Asset repository and discovery functionality and ensure alignment with processes.
• Conduct Maximo installations and upgrades.
• Configure Maximo and assist in the development of interfaces to external systems.
• Perform duties necessary to accurately track hardware and software as well as contract and license management.
• Work with process owners and the ITAM Manager to modify, customize, develop and implement advanced workflows.
• Create custom reports based on ITAM repository knowledge and requestor specifications.
• Manage and oversee user account administration, setting up user roles, permissions, custom screens, forms, or dashboards.
• Develop integration workflows for the ServiceNow product.

Service Now Developer / Administrator

Role and Responsibilities:

• Implementing and customizing SLM application within Service-Now tool Application to meet SLM process requirements.
• Measuring SLA performance, reporting results and adjusting as necessary using Service-Now tool Application
• Gathering functional requirements for implementing Configuration management processes.
• Gathering requirements for the CMDB tool
• Designing and Implementing IBM Tivoli CCMDB tool in a distributed architecture.
• Drafting, negotiating and refining SLAs with the business units, ensuring business requirements are met and agreement from IT and Business groups involved.
• Customizing Asset management application, forms and workflows.
• Working with the ITIL Tool Implementation vendor in providing Company, Site, Location, Support group data to be imported into Remedy ITSM 7.x.
• Integrating CMDB with ITSM tool - Service-Now.
• Integrating Configuration management processes with Change, Incident, and Problem management processes.
• Establishing the scope of services, timeliness, hours of operation, recovery aspects, and service performance.
• Perform Maximo installations and upgrades.
• Configure Maximo and assist in the development of interfaces to external ISM systems.
• Translating business Service level requirements into Service level objectives / IT requirements
• Developing and maintaining a service catalog, including costs for different tiers of service performance
• Gathering historical and real-time data on service performance using Service-Now Application
• Determining current levels of service to use as a starting point in SLA negotiations
• Integrating CMDB with various Data sources using TDI and importing data into the CMDB. Automating data import and setting up Notification.
• Documenting day to day Operations Procedures on maintaining the CMDB tool.
• Provide training to ITSM tool users across different ITIL Process areas.
• Participated in Project management / planning discussions, tasks and activities.
• Provided feedback to Project managers on project activities, tasks, milestones, status reports.
• Provided feedback to Project managers on project activities, tasks, milestones and in ensuring work is performed within scope, time and on budget for various agencies.
• Identified critical paths, critical tasks and identified strategies/ solution in mitigating them.

Network Management Engineer

Role and Responsibilities:

• Implemented solutions included change and configuration management, incident and problem, capacity and performance management.
• Gathered requirements for Network System Management needs by interviewing end-users and stakeholders, established workarounds for short-term and implemented solutions to meet projects objectives.
• Designed the network management solution architecture that supported data collection, notifications and event correlation. The solution was fully scalable to meet future company business growth, disaster recovery, and security (internal audits) requirements.
• Designed and implemented HPOV NNM and Operations System Management solutions modules that supported hardware, standard and business applications events and integrated with fault management procedures.
• Managed on the selection of hardware to scale the solution by negotiating with hardware, software and vendors services providers.
• Executed all project management disciplines (work plan, task, risk, scope, vendor’s management among others) by preparing and coordinating the network monitoring solution deployment installed in over 20+ sites.
• Installed configured and maintained Net scout and sniffer probes, for alarms, threshold, forwarding traps. Prepared and executed a knowledge transfer plan to the client’s network operations group.

Confidential, NY

Network Operations Support Engineer

Role and Responsibilities:

• Installed HP-OV on Windows NT server, planned, discovered and managed devices in the IP and IPX networks.
• Manage the performance of the application infrastructure by executing HPOV Network node manager module.
• Develop the processes to manage the application infrastructure for maximum availability.
• Configure the Managed devices in the network to send Traps to the Management console and Mid-Level Managers.
• Configure and enable Routers and Switch ports for Polling SNMP data and configure to send traps. Spanning the Switch and server ports to the attached probe.
• Work with NOC support engineers in resolving problems with using management tools.
• Setup the Trinity Server for discoveries (Layer-2), polling frequencies in Avesta Trinity. Create new filters as per the needs of various groups.
• Schedule back up of the managed data using the management tools.