SUMMARY:

• Overall 8 years of experience in IT Industry wif 3+ years of experience in ITIL and IT Service Management Solutions in IT Infrastructure wif expertise in teh Service - Now suite. Strong understanding of ITIL concepts including process noledge in all service lifecycles.
• Experience in Installation and configuration of different modules of Service Now as both Administrator and Developer
• Experience wif configuring and implementing Service-Now Applications/Modules wif working noledge of its built-in capabilities including Plug-ins, Workflows, UI elements, tables, dictionaries, integrations and dependencies.
• Experience in managing, administrating and developing ITSM processes using Service-Now. Worked on end to end analysis, development testing and implementation role out of Service - Now application wif Dublin, Eureka and Fuji. Have in-depth noledge of teh different Plug-in name before and after teh release of Geneva.
• Knowledge on technical implementation of change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Strong experience wif web technologies (XML, HTML, JavaScript, AJAX and CSS) and of working in a SaaS environment.
• Expert on HTML, Used for design web page wif form submission using html 4 and html 5 controls, form validation wif html 5 controls and I frames.
• Expertise on CSS, used for design web pages wif mobile compatibility.
• Experience wif infrastructure and application discovery tools such as HP DDM, BMC ADDM, Service Watch and Service-Now discovery. Strong understanding of Event Management and prior experience wif integration wif Monitoring solutions.
• Experience wif JavaScript, Used to validate forms and calculation in web page, interacting wif API calls using Ajax wif different methods like POST,GET, DELETE.
• Experience wif integrating ITSM tools wif external interfaces such as Netcool, HPOV, BPPM, SCOM, LDAP and other related technologies.
• Experience wif configuring and customizing all aspect of Service-Now such as UI Actions, UI Policy, UI Pages, Business Rules, Client Scripts, Include Scripts, Catalog Client Scripts, Catalog UI Polices, Email Scripts, Scripted Web Services, Rest and SOAP web services.
• Experience wif Service-Now development including JavaScript coding, style sheets, jQuery, Glide Stack, Jelly Scripts along wif teh database relationships before and after business rules.
• Experience wif jQuery Used to validate forms and calculation in web page, used in some action like sliders, news scroll and navigation
• Experience in Integrating App Exchange Applications wif Salesforce, Mass E-mail management, application management using force.com Plug-in and Eclipse IDE in sandbox and production environments.
• Experience in Software Testing on manual and automated testing tools in ecommerce, Financial, Banking, Healthcare and Insurance domains.
• Hands on experience wif Lightweight Directory Access Protocol (LDAP) which is used for user data population, User autantication and a brief noledge on LDAP directory to streamline teh user log in process and to automate teh creation of user and assigning them teh roles.
• Strong working noledge of software Development Life Cycle (SDLC) Testing Methodologies, Techniques and good working noledge on Software Development Methodologies like RUP, Agile Scrum, Waterfall and V-model.
• Excellent Interpersonal skills, communication skills, documentation skills, problem solving ability, analytical and programming skills in high speed, quality conscious and multitasked environment.

TECHNICAL SUMMARY

ITIL: ITSM, Service-Now, JavaScript, HTML, CSS.

Languages: C, C++, Java, AngularJS, ASP.Net(C#), JEE, SQL, PL/SQL, ADO.Net

Java: JDK 1.6, Collections, Multithreading, Networking, Generics, Exception Handling, Files and Streams, JDBC

J2EE: Servlets, JSP, JSTL, Struts, Spring AOP, JNDI, JMS, JTI, Ajax, EJB, Spring IOC, Hibernate, Java Beans

Software Methodologies: SDLC, Waterfall, Agile, XP, Scrum

Database: Oracle 8.x/9i/10g/11g, SQL Server 2000/2005/2012, MySQL 5.0/4.1, MS Access, DB2

Operating Systems: Windows, Unix, Linux

Tools: Quest TOAD, OEM, SQL Developer, PL/SQL developer, SQL*Plus, SQL*Loader, Crystal Reports 10, Crystal Enterprise XI, Business Objects, ERwin, MS Office, MS Visio WINSQL, WINSCP

PROFESSIONAL EXPERIENCE

Confidential - Oakland, CA

ServiceNow Developer

Responsibilities:

• Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.
• Created functional and technical specifications documents for various Service-Now modules.
• Implementation, Customization and Maintenance of ITIL modules such as Incident Management, Change Management, Problem Management, Knowledge, Service Catalog, CMDB in Service-Now.
• Expertise on Angular.JS which can be used for own built in http provider that allow you to build out rapid REST based web service calls to web based endpoints.
• Have experience in AngularJs for teh form validation and calling web API wif GET, POST, PUT, DELETE methods.
• Knowledge on Using AngularJS service now for loading of UI macro content on teh view changes and also updated teh references to scripts and style sheets to include a parameter for last update date so that browsers would refresh teh file upon modification.
• Responsible for including and bootstrapping Angular.js by own for custom applications by using a UI script.
• Implementing Service-Now Discovery and CMDB and integrating it wif Change management.
• Coordinating teh instance upgrade activities.
• Expertise in creating business rule that will automatically close all incidents associated wif teh problem for teh problem that is already closed.
• Development of requirement integration components such as LDAP, SOAP.
• Expertise on Legacy integration salesforce system.
• Developed solutions using JavaScript, Web Services, SOAP and other web technologies to integrate ServiceNow wif internal/ external systems and tools.
• Strong Experience installation on webservices, SFDC case in salesforce outbond messages at activating plugins, sfdc security tokens.
• Strong Knowledge on SFDC integration plugins and workflows, user records and work flow rules, client scripting schedule update field mapping and trouble shooting.
• Worked on teh things relating to Service-Now Discovery, Automation, CMDB population, Security & Roles.
• Expertise on identifying security constraints around a CMDB environment.
• Worked on to integrate teh CMDB system into other applications those manage service requests, change management, monitoring, and automation.
• Involved in cloning activities like raising teh request for cloning and excluding some tables to not come under cloning.
• Work wif other process SME's to build seamless processes across all ITIL process areas Build and deliver process documentation
• Worked on change management module by enhancing teh tool to teh stakeholders and made it easy to understand.
• worked on CMDB from teh scratch.
• Worked on domain separation.
• Worked on DISCOVERY and set up mid servers and check for teh connectivity, Became an expert in troubleshooting Discovery tool.
• Configured multiple Catalog Items Front-end web / GUI components using JavaScript, Soap, web services, CSS, HTML5.
• Worked on UI Macros to create pages as templates on requirement from teh stake holders.
• Configured multiple forms for Asset module using Configuration Management Database.
• Resolving typical Users access and roles issues by checking active directory and users table.
• Creating database views to pull teh reports on variables which are being used by catalog items.
• Writing Catalog client scripts and UI policies to make client side changes.
• Creating teh UI pages to use them in catalog items, Implemented using UI scripts.
• Creating Knowledge articles to document teh steps in creating teh catalog items.
• Working on different kinds of variables and variable sets.
• Working on order guides, to arrange them in sequential order to make teh user comfortable while raising a request.
• Re-designed workflows using workflow editor, Reconciled complicated workflows to simpler form.
• Writing script includes invoking them in reference qualifiers or variable scripting.
• Integrating Service catalog module wif “Netcool” monitoring tool using Web Services and fixing teh issues which come up while teh tolls are getting interacted.·
• Development of requirement integration components (SSO, LDAP, SOAP).

Environment:Service-Now, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.

Confidential - SFO, CA

ServiceNow Developer

Responsibilities:

• Worked wif clients to assess current state processes and tools, defined Service-Now requirements and developed and configured teh Service Now platform.
• Created new service catalog requests and items wif variables.
• Expertise on creating a new UI page quickly and use UI script and check whether Angular working on teh UI page.
• Capable of using Angular.js for collect to-do lists and managing them.
• Expertise on designing UI user interface using Angular.js web aplications
• Developed UI Appearance for Service Catalog Requests.
• Expertise in CMDB Data Model and Discovery for development to ensure CMDB is accurate and discovered elements are under teh change control qualification requirements.
• Provides expertise in CMDB Data Model and Discovery for development to ensure CMDB is accurate and discovered elements are under teh change control qualification requirements.
• Build CMDB wif Service-Now Discovery Tool and 3rd party tools.
• Designing, configuring and customizing new applications and modules. Assisting in troubleshooting patch / release management issues.
• Developed operational requirements documentation and train operational staff to maintain solution.
• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize teh instance as per Business needs.
• Worked on CMDB and Asset management. Performed Data migration to import data from other applications and external databases.
• Worked on various modules of Service Now like Incident management, Change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• Designed Workflows, along wif standard Workflow templates which can be reused.
• Supported teh team responsible for teh implementation and administration of teh Service Now installation, including managing system configurations, gatheird and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Worked on ServiceNow scripts by using JavaScript including client scripts and mail scripts.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Strong noledge of teh server side scripting Business rules and Script Includes.
• Worked wif Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in teh target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service Now.
• Developed reports as per requirements from management.
• Documented all implementations and best practices defined wifin team.
• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.
• Worked on to develop new service catalog items and fix bugs in incident, problem and change management.

Environment:Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, iframes, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential - San Jose, CA

ServiceNow Developer

Responsibilities:

• Analyzed business requirements, system architecture, design and prepared Functional and Technical specification documents.
• Implemented, documented and maintained teh Service-Now platform to meet specific business needs to support ITIL and business processes.
• Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.
• Configured Service Level Agreements to define certain levels of service from both internal and external providers
• Responsible for maintaining and growing data held wifin Service Now such as our users, locations, configuration items, service catalog items.
• Configuration of Email Notification to alert users on ServiceNow activitiesConverted teh Service Catalog into a fully functional website using Content Management module.
• Use business analysis skills to directly interface wif customers to design and build applications that meet business goals and objectives.
• Worked wif Apache Jelly to create various kinds of UI pages and Macro templates.
• Implemented JDBC Export to execute custom SQL queries in teh target database based on requirement.
• Performed a role of developer and implementer Service NowITIL tool in project.
• Worked on integrations, JDBC Extracts, SQL queries, data sources, external connectivity using SN data source, Web Services, ATTeBond, Email integrations etc.
• Gatheird requirements and developed many Service Catalog items.
• Created various front end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.
• CMDB/Asset form re-engineering, role based approach, enhancements.
• Worked wif Application Owners to restructure CMDB based on Company’s Architecture.
• Tailored out of teh box Discovery tool to meet custom requirements in our phase 1.
• Implemented JDBC Export to execute custom SQL queries in teh target database based on requirement.
• Created Data Sources from various external applications, scripts to parse incoming data and transform into Service-Now.
• Captured requirements from ESS self-enabling portal which is developed using CMS.
• Worked on Integration Email inbound actions for Email SR and Email Incident implementation.
• Created Database views to create reports across multiple tables.
• Supported teh team responsible for teh implementation and administration of teh Service Now installation, including managing system configurations, gatheird and documented user and process requirements, developed workflow customizations, and performed quality assurance testing and user acceptance testing.
• Documented all implementations and best practices defined wifin team.
• Participated in training sessions, defining coding standards, code reviews and daily/monthly team meetings.
• Create and use update sets to move customizations between systems.
• Prepared requirement specifications and design documents.
• Optimized and Monitored system performance and provided system statistics and reports to teh Business.
• Maintained teh list of all CMDB data cleanup efforts and prioritize as needed so teh CMDB usability is teh highest priority.
• Understanding teh requirements and designing teh workflows.

Environment:Java Script, JSON, jQuery, Prototype, Web Services, SOAP, SQL, SOAP, REST, JSON, XML, HTML, iFrames, AJAX, Shell scripting, Log4j, Integrations, Cloud services, ITIL, SCRUM.

Confidential - Franklin Lakes, NJ

PL/SQL Developer

Responsibilities:

• Developed PL/SQL Packages, Procedures and Functions for Various Extract Process run through UNIX Jobs.
• Coded PL/SQL Packages and Procedures using Bulk Binding, for all Statements, Dynamic SQL and Cursor Variables.
• Tuned PL/SQL Packages and Procedure to manipulate large no of data using collections like nested tables and arrays.
• Tuned Large Complex Queries and Improved Performance of PL/SQL procedures.
• Strong Knowledge on Oracle PL/SQL techniques to write stored procedures, triggers and packages that analyze several million rows across several database tables.
• Ability to grasp relational data models quickly and program using SQL and PL/SQL.
• Strong understanding of Oracle dynamic SQL and ability to write complex procedures using dynamic SQL.
• Clear understanding of SQL’s analytical processing capabilities such RANK, DENSE RANK, etc.
• Performance tuning methodologies and understanding of Rational database join techniques like HASH, NESTED LOOPS, etc. and teh use of Oracle Hints.
• Have advanced noledge on Oracle Indexing techniques like BIT Map indexes and Index Organized tables.
• Understanding of Parallel execution features of Oracle to dramatically reduce response times for data intensive operations.
• Ability to write efficient PL/SQL procedures.
• Collection of bulk functionality pipelined functions and other features of Oracle PL/SQL.
• Created Schema Objects like Tables, Views, Materialized views, Sequences, Constraints, and Indexes.
• Developed and Deployed Traders Oracle REPORTS in Oracle Application Server 9i.
• Generated Oracle FORMS and REPORTS using Designer 6i.
• Designed and Developed Reports using Oracle Discoverer 9i.
• Improved Performance of Discoverer Reports using Materialized views.
• Developed UNIX Shell Scripts for Autonomous Jobs.
• Experience in developing logical and physical database design, data modeling using Erwin.
• Provided Productions supports and ongoing user supports for teh application.
• Designed Development Documentation and Support Documentations.

Environment:Oracle10g, Oracle FORMS/REPORTS (10g), Designer10g, TOAD, Oracle Application Server 9i and UNIX.

Confidential

PL/SQL Developer

Responsibilities:

• Analyze user requirements, develop functional specifications and perform gap analysis of existing information system.
• Designing software for new functionality, improvements and system longevity.
• Resolving problems in order to provide continuous business operations.
• Strong noledge on variety of currently used programming languages such as T-SQL, PL/SQL, .NET, JAVA Scripting.
• Extensive programming experience wif large Oracle databases, designing schemas, creating and modifying PL/SQL procedures functions and packages.
• Ability to analyze and change schema design and articulate performance impacts.
• Extensive programming experience wif large Oracle databases, designing schemas, creating and modifying PL/SQL procedures functions and packages.
• Self-motivated, have a strong team orientation, learn quickly and possess excellent communication and interpersonal skills.
• Strong Knowledge of data warehousing and data management.
• Ability to work effectively wif business and systems management and staff.
• Understand and comply wif development standards and SDLC to ensure consistency across teh project.
• Provide application and user support and perform troubleshooting.
• Strong noledge of software methodologies, distributed networking, databases, communications, and multiprocessing applications.
• Maintained full responsibility for assigned tasks and end-to-end accountability for end-product delivery.
• Capable of adopting new techniques and technologies.
• Maintained teh corresponding noledge of teh industry’s best practices
• Developed low-level technical specifications and detailed program specifications as needed.
• Configuring existing systems and architectures for improvement recommendations.
• Excellent written and oral communication skills and strong agile experience.
• Ability to analyze current processes and recommend process improvements.

Environment:Oracle, SQL, PL/SQL, Stored Procedures, SQL Plus, SQL Loader, SQL Navigator or Toad, HTML, ASP.NET, UNIX.

Confidential

PL/SQL Developer

Responsibilities:

• Resolved functional issues in business processes through enhancements.
• Coordinate wif teh application team (Java developers) to provide them wif teh necessary Stored
• Procedures, functions and packages (Stored Procedures, Functions, Cursors, Ref cursor) and teh necessary insight into teh data.
• Converted business logics to logical and tan physical design of database systems.
• Performed tuning and optimization on SQL queries using analyze, explain plan, TKPROF utility, SQL Trace and optimizer hints
• Extensively used SQL*Loader to load data from flat files obtained from various facilities every day.
• Generated server side PL/SQL scripts for data manipulation and validation and created various materialized views, global temporary table.
• Generated scripts for creation of new database objects like tables, views, sequences, functions, synonyms, indexes, triggers, packages, Stored Procedures, roles and granting privileges.
• Handled PL/SQL compile-time, runtime errors, and debugging Stored Procedure for business logic modification, granting and revoking Schema Object privileges and roles, responding to system events through triggers.
• Used nested tables, varrays/associative arrays, string indexed, nested collections; wrote PL/SQL programs using collections and compared associative arrays to collections.
• Involved in data loading using PL/SQL and SQL*Loader, external tables and Kron jobs calling Unix (AIX) scripts to download and manipulate files.
• Developed automated Korn Shell Scripts to schedule teh load of flat files on daily, weekly and monthly basis.
• Responsible for gathering teh requirements for creating data models for data analysis and reporting.
• Regularly analyze review teh Crystal Reports developed and make enhancements to them if recommended by teh user.
• Developed cross tab reports, sub reports by using Crystal Reports version XI.
• Performed integration testing for checking complete functionality of various modules.
• Participated in daily status meeting to report any bugs, issues and risks.

Environment:Oracle 10g, SQL*Loader, TOAD, PL/SQL, SQL*Plus, ERwin, Crystal Reports XI,SQL, Server 2005, APEX, UNIX, Perl, ClearCase (Version Control), ClearQuest, Windows 2000/XP.