SUMMARY

• 8+ Years of IT experience in Software Design, Development, Analysis, Testing and Implementation of business applications for Manufacturing, Financial Banking, Health and Insurance and Utilities verticals.
• Around 4+ years of hands on experience in the IT industry involved in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• End to End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies.
• As a ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
• Integrated Altris, SCCM, Avaya CTI, Legacy Remedy Systems, HP uCMDB, IBM Netcool etc with Servicenow.
• Developmental experience in Webservices, SOAP and REST.
• Excel Confidential providing comprehensive ITSM/ITIL systems analysis and full lifecycle project management.
• Customization and Enhancements of latest servicenow modules like HR Case Management, Service watch, Time card module and On Call scheduling modules.
• Part of core team to implement ITIL V3 Confidential organization level and finding the delta between ITIL v2 & v3
• Participated in ISO20000 internal & external audits.
• Successfully configured AR System components email engine, approval server and assignment engine.
• Integrated Incident management and task management modules with external applications using remedy web services.
• Data migration between servers using BMC Remedy Migrator and Atrium Integration engine (AIE).
• Involved in Installation, patching, maintaining and supporting the Remedy AR Systems Application.
• Expert in providing enterprise Single Sign-On (SSO) solutions and integration of applications using CA/Netegrity Products.
• Hands experience in Single Sign-On in Single and Multiple cookie domains
• Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
• Developing java scripts and configuring workflows to implement additional features, customizations and enable the process flow.
• Post roll out production support. Experience of handling Bug Fixes and Enhancement requests
• Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB
• Expertise in using Remedy tools and utilities such as BMC Remedy Migrator 7.x, BMC Remedy Import 7.x, Remedy Flashboards, BMC Remedy Approval Server, AR Inside, AR Utilities.
• Good Knowledge on installing, configuring and setting up of data in CMDB.
• Extensive knowledge of creating and using Remedy workflow such as Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, Escalations etc.
• Experience in Upgrading Remedy ITSM application from 6.x to 7.x
• 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.
• Demonstrated ability to manage and direct internal/external clients around all key technical decisions during project delivery and project work of advanced Service Now development
• Expertise in application development using Java, J2EE, JSP, Servlets, Struts, spring.
• Experience in Fixing CSS Cross Browsing Compatibility issue and web application scaling.
• Extensive experience on implementing the AJAX features using JavaScript and jQuery.
• Experience with Firebug for Mozilla, Developer Toolbar for Chrome and IE Developer Toolbar for Internet Explorer for testing applications.
• Good knowledge of Grunt, GITS, HTTP and Restful services.
• Web development experience in developing dynamic websites with emphasis on content management, interactive portals and complex online systems following WCAG and W3C standards
• Self-motivated, able to work independently and in teams; can handle multiple projects while paying attention to details; accomplished problem solving and analytical skills.
• Efficient team member with excellent work/time management skills, excellent leadership, communication and interpersonal skills and ability to work under strict deadlines

TECHNICAL SKILLS

ITSM Tools: ServiceNow, BMC Remedy ARS 8.1, 7.6.4/5.x/4/x, Service Desk 7.6.4/6.x/5.x/4.x,Service Request Management 2.1/2.2/7.6,Change Management 7.6.4/6.x/5.x/4.x,Remedy Asset Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x, Mid-Tier, DSO, Remedy Migrator 7.x/5.x, BMC Atrium CMDB 2.x, Remedy Approval Engine

Specialties: ServiceNow, Remedy Now, ITIL.

Languages: C, C++, Java, Java, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX.

Scripting Language: JavaScript, Jelly Script

Database: Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB

Database Tools: TOAD, SQL*Plus10g/9i.

Web Technologies: PHP, XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.

Operating System: UNIX, Linux and Windows

Packages: MSOffice (Word, Access, Excel Outlook and PowerPoint).

PROFESSIONAL EXPERIENCE

Confidential, Richardson, TX

Functional Consultant - ITSM & Inventory Management

Responsibilities:

• Assisting client implementing the MSP (Managed Service Provider) instance for Service-Now and Domain separation for Service-Now Instances.
• Working with client and functional requirements within Service Now.
• Facilitating rollout of new applications and modules.
• Hands on experience and understanding of the ServiceNow ServiceWatch solution and its capabilities and how it differs in the market place.
• Assist in the definition of business requirements and provide definitions and updates of system design documentation.
• Install and configure collectors, Navigate the ServiceWatch user interface and Configure credentials.
• Expert in providing enterprise Single Sign-On (SSO) solutions and integration of applications using CA/Netegrity Products.
• Define, develop and configure CMDB, Asset management with its necessary attributes, population of data through manual and discovery SoR’s, testing and rolling it out into production.
• Providing Warranty and defect fixtures after CMDB is in production.
• Installed and configured Designed LDAP Schemas, DITs to implement enterprise wide centralized repository.
• Implement Service-Now customization including, but not limited to, Client Scripts, UI policies, UI Actions, Script Includes, Business Rules, workflow administration, report setup, and data imports and exports.
• ServiceNow application development; including creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.
• The service we also provide to clients is a semi managed service for administering their Service desks that has been implemented. This includes various administration tasks within Service desk software.
• Created Buttons and context menus both on form and lists using UI actions
• Designed many email templates by using html and jelly scripting and used them in notifications
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate.
• Created new Business Rules/Script Includes/Client catalog script/Client Script.
• Configured chat functionality for Service Desk ticketing queue
• Created transform maps for importing CMDB data.
• Worked on fixing BMC ADDM discovery issues and improving data importing into CMDB.
• Written script includes and invoked them in business rules and client scripts
• Imported Active Directory to Service now using data sources.
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Integrated Fire eye tool with Service-Now using Email integration i.e. inbound actions scripting.
• Worked on the integration of Service Now with Siebel, integrated Service Catalog and Incident module.
• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Environment: Service Now, Asset Management, Incident Management, Problem Management, Fire eye, HTML, Java script, CSS, CMDB

Confidential, LA, CA

Architect - Servicenow

Responsibilities:

• Worked on Orchestration to automate the top and frequently used service requests
• Responsible for analyzing, designing and developing business applications which involved customization, workflow administration, data imports, custom scripting using JavaScript.
• Coordinated ServiceNow environment/form back-end customizations. Notified clients and updated documentation
• Responsible for closing the open Incidents, Problems and Enhancement requests and communicating with the customer the status of the request, to ensure a timely customer satisfying result.
• Responsible for providing analysis of problems and resolutions or fixes for the production issues related to Service Now platform within the Service Level Agreement.
• Involved in Installation, patching, maintaining and supporting the Remedy AR Systems Application.
• Played a major role in AR System upgrade from 6.x to 7.x.
• Successfully configured AR System components email engine, approval server and assignment engine.
• Integrated Incident management and task management modules with external applications using remedy web services.
• Data migration between servers using BMC Remedy Migrator and Atrium Integration engine (AIE)..
• Built custom applications and customized help desk module as per the remedy Netcool integration.
• Worked on ITSM Customizations for Incident, change, Problem Management.
• Made a great deal of custom scripts/UI arrangements additionally with a considerable measure of abnormal state customizations like joining a custom occasion and DOM-infusion with Jquery and Prototype.
• Utilized JDBC and ODBC of Data Sources for setting up the arrangement database inServicenow.
• Setting up Configuration Management sans preparation characterizing the CI classes and their connections.
• Worked broadly on LDAP reconciliations.
• Great comprehension of Integration with these mixed bags of conventions: SOAP, JDBC, and ODBC.
• Made numerous standard work processes which are being re-utilized and engendered and took care of numerous custom occasions.
• Awesome involvement in the improvement and customization of Service Catalog Items and Workflows.
• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release, Deployment, Task, Knowledge management modules in Service Now platform.
• Support Business departments by coordinating Moves, Additions and Changes with IT Services and Facilities.
• Involved with working in an agile development environment.
• Responsible for Berlin Up gradation in ServiceNow and also involved in the analysis of the impact on the existing customization after Berlin up gradation.
• Responsible for mentoring peers and junior curriculum developers in Service now platform.

Environment: ServiceNow Eureka/Dublin, Windows 11, XML, Oracle 11g, Toad, SQL*Plus, SQL*Loader, UNIX

Confidential, Philadelphia, PA

Sr. BMC Remedy Developer / Remedy ITSM CONSULTANT

Responsibilities:

• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company's technical operations.
• Participated in process designing sessions and documented ITIL process flows.
• Working with process owners and business stakeholders to translate business requirements into functional requirements withinServiceNow.
• Experience in designing, development and implementation of ServiceNow Platform ITSM application.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Worked on fixing bugs and doing enhancements for Incident, Problem and Change management and Service Catalog modules.
• Creation of tables withinServiceNow
• Managing data with tables, CMDB import sets Users, Groups and roles.
• Creation of custom reports and designing the dash board.
• Design and implement SLA - Service Level Agreement and the required work flow with Email notifications.
• Created notifications based on user requirements and also configured inbound email actions to create incidents or requests.
• Involved in evaluation of ITSM tools like Kovair, OTRS, Digite for selecting tool to be used for internal projects.
• Implemented JDBC Export to execute custom SQL queries in the target database based on requirement.
• Part of core team to implement ITIL V3 Confidential organization level and finding the delta between ITIL v2 & v3
• Participated in ISO20000 internal & external audits
• Create schedules, reports and monitor performance of Service-Now.

Environment: JavaScript, Java, Html, CSS, Glide Script, Service Now, Web Services

Confidential, SFO, CA

ITSM Analyst

Responsibilities:

• Use & Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Core Application Administration: Policies & Interactions, Application Security, Events & Notifications.
• Managing client scripts, 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 service now.
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Develops new applications from beginning to end.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Imported many CI’s using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now 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.

Environment: ServiceNow, ITIL, JavaScript, Jelly Beans, Web Services, XML, DHTML, JQuery, JSON

Confidential, Greens Borough, NC

UI Developer

Responsibilities:

• Involved in Web 2.0 techniques on UI front using AJAX, OO JavaScript, HTML and CSS.
• Developed AJAX based web based UI framework by extending DOJO classes.
• Developed the custom data grids upon DOJO grid framework to deliver the business data.
• Used JSON and XML formats to transfer data from the server.
• Created cross browser UI widget using various Dojo widgets like dijit Dialog, dijit. Calendar, dijit. Menu Bar, dijit. Progress Bar, dijit. Title Pane, dijit. Toolbar, dijit. Tooltip.
• Used different form handling (dijit. form) elements like text boxes, buttons, select type widgets and other controls.
• Utilized dijit. Layout. Stack Container, dijit. Layout. Tab Container to manipulate the form layouts.
• Used Dojo xhrGet, xhrPost to perform the CRUD operation on Inventory widget, and Location Widget.
• Involved in writing JavaScript code to populate form fields from BO and vice versa.
• Consumed web services SOAP on the Dojo UI to populate and submit data from UI.
• Used Dojo based AJAX and JSON libraries for backend interaction and data interchange based on GET or POST Servlet call and returing JSON as a data Type.
• Extensively used CSS to modify the look and feel of the dojo Grid according to the business requirement.
• Worked on Property Viewer widget that displays more than one documents in the dojo split container.
• Implemented Objected Oriented JavaScript using Dojo to perform functionalities like Front end validations.
• Integrating the module with other modules and deploying them on Linux platform.
• Using dojo Attach Point and dojo Attach Point Event to attach an input element like div or any Table tag and using the same to manipulate the HTML page like apply CSS, style or any other HTML events.
• Using different dojo. query() operations to search, select, add or remove the UI elements based on Id's, Table tags or CSS class.
• Used annotations @Auto wired, @Controller, @Service, @Component, @Transactional, @Entity, in spring to avoid bean definitions in XML files.
• Written SQL queries in addition with Hibernate transaction management using equi joins and outer joins.
• Used SSO security module to access the web application based on User roles defined as per module.
• Implemented the logic to parse an XML file and retrieve the transaction code using core java code.
• Core java fundamentals was used to create static utility classes, comparators, generics, collections, extending abstract classes and implementing interfaces after injection.
• Created our own class for handling exceptions for reusability within the project instead of throwing generic exceptions.
• Implemented Loggers using log4j defining different appenders and properties.
• Experience with Microsoft VSS used as the version tracking tool.

Environment: HTML, DOJO, AJAX, spring, Spring MVC, Java, J2EE design patterns, CSS, Oracle, SQL, Web logic.

Confidential

UI Developer

Responsibilities:

• Requirement gathering and understanding.
• Creation of highly Usable, Accessible, X-Browser, X-Resolution, and X-Platform compatible web applications using (X)HTML, DHTML, CSS, JavaScript, JavaScript Libraries.
• Translated wireframes into optimized program code using XHTML, CSS, JavaScript and DHTML.
• Worked extensively on numerous web technologies including HTML5, CSS 2.0, CSS 3.0, and JavaScript.
• Tested of websites for W3C validation and testing it in major browsers like Firefox, IE7, IE8 and Opera.
• Used Firebug, Firebug Lite, and IE Developer Toolbar for debugging and browser compatibility.
• Fixed bugs and provided support services for the application.
• Handling code optimization techniques to decrease much use of JavaScript in creating dynamic functionality, with the use of CSS classes.
• Used AJAX and JSON to make asynchronous calls to the project server to fetch data on the fly.
• Provided JavaScript and CSS fixes for the UI for issue like orientation issues in web and JQuery implementation.
• Worked on developing application in safari and chrome.
• Provided a brandable solution for all application so that header and footer are the same across the application.

Environment: HTML, DHTML, CSS, AJAX, JavaScript, JQuery, SVN, Eclipse, Microsoft FrontPage, and Adobe Photoshop CS3.

Confidential

Web/UI Developer

Responsibilities:

• Involved in Agile development process based on iterative development
• Design development of presentation layers using HTML, CSS, JavaScript and jQuery
• Used JavaScript and jQuery for validating the input given to the user interface.
• Developed Mock-up designs as per the requirements of Business.
• Developed the complete HTML, CSS and JavaScript of the pages with emphasis on performance, accessibility (AA) and SEO standards.
• Implemented Performance Tuning to make the pages load fast and in an effective way.
• Implemented AJAX to speed up web application.
• Used jQuery extensively for event handling, DOM manipulation and cross-browser compatibility.
• Performed extensive unit testing (end-to-end) and prepared detailed test scripts as part of it.
• Designed and developed code for table less web interfaces using XHTML, CSS, and DOM.
• Worked closely with Technical Development Manager to help track, prioritize, estimate, and recommend resources for all Technical Development Team projects..
• Used SVN as version control

Environment: JAVA, Servlets, EJB, JDBC, Hibernate, Spring, JSP, Java Script, SVN and HTML, XML and SQL, CSS, JavaScript, jQUERY, JSP, AJAX.