SUMMARY:

• IT Professional with 11 years of versatile experience functioning as Senior Consultant
• Currently functioning as ITSM Lead Consultant to Florida’s Turnpike Enterprise (Florida’s Department of Transportation).
• Currently leading ServiceNow (migrated from CA Service Desk), Solarwinds (Migrated from CA NSM, etc.), AppDynamics, Azure SQL Database, Microsoft Power BI and AMI: AssetTrack Implementation Projects where client, Florida’s Turnpike, has been transitioning from an Enterprise to Service Provider Model through vision of acquisition of other districts under Florida’s Department of Transportation.
• Experienced in Architecture, Implementation, Presales & Administration of IT Service Management solutions.
• Well versed in Solution Design, Solution Architecture & Requirement gathering on ITSM solutions, preparation of RFPs.
• Proficient in analyzing information system needs, evaluating end - user requirements, custom designing solutions, troubleshooting for complex information systems management.
• Polished leadership skills with ability to motivate teams to increase productivity.
• Experience in Software industry: Implementation and Configuration of Enterprise IT Management Solutions, IT Service Management, IT Service Operations Management, Customer Service Management and so on using ServiceNow.
• Previously, with Confidential, I have supported CA Sales Team and CA Partners across MENA region with different aspects of the products and solutions as a Solution Architect.
• At the Post Sales Cycle with CA: Conducted workshops and meetings with customer personnel to understand their environment and low level requirements as part of the Requirement Gather and Analysis.
• Provided Consultancy to the Customers on their Process/Data whenever required from the Best Practices point of view to optimize them if necessary.
• Designed entire Solution Architecture and delivered to the customers Solution Design Specification i.e. SDS Document (also known as Solution Architecture Specification i.e. SAS).
• Gathered business requirements on Request Fulfillment, Incident, Problem, Change, Release, Service Asset and Configuration, Service Level, Availability, Service Catalog Management, Knowledge and Service Accounting (Service Financial Management) for an ITIL based Solution.
• Gathered business requirements on IT Asset Management implementation which included Client Management Systems (CMS).
• Consultation on upgrade methodology or migration within CA Tools and CA Tools to ServiceNow.
• Provide End to end service management solutions with ITIL enabled best practices ranging from small to large scale implementations.
• Expertise in customization and Integration of ServiceNow and CA ITSM Solution.
• Development using SOAP & REST.
• Experience in design and development of test cases, test scripts as per client requirements.
• Involved in Full cycle implementation and User Acceptance Testing (UAT).
• Writing Module Specifications, Testing and Integration.

TECHNICAL SKILLS:

RDBMS/ Directory: MS SQL Server 2000/2005/2008/2012, Oracle 9i/10g/11g/12C, MS Active Directory.

Database Query Lang.: SQL, PL/SQL, T-SQL

Programming Languages: C, C++, VB.NET, Visual Basic 6, Web Services, XML, SOAP, REST Java, JSP and Servlet

IDE: MS Visual Studio, Eclipse, Netbeans

Methodologies: UML, Software Engineering

Web Server: Tomcat Web Server 5.0-8.x

Application Server: IIS, Jboss 4.0.1, Sun Java Application Server

Mail Server: Windows POP3, Microsoft Exchange, Office 365

Reporting Tools: Crystal report 11, Oracle 6i, SAP Business Intelligence, MS PowerBI

Operating System: Windows 2003/2008/2012 Server

PROFESSIONAL EXPERIENCE:

ITSM Lead

Confidential

Responsibilities:

• Meet with the Senior Management and understand the IT strategy and directions.
• Meet with the IT and Business Teams and gather requirements.
• Propose solutions catering to the gathered requirements.
• Design and develop the solution using ServiceNow Helsinki (current) and CA Tools if it is Roadside.
• Designing, developing or assisting ITSM team to build:
• ServiceNow Catalog Services, Worfklow Processes or Orchestrators
• ServiceNow Custom Applications
• Building and Maintaining federated and service aware CMDB
• Request, Incident, Problem & Change Management Processes Implementation
• Event Correlations using Spulnk.
• Event and Alert Management in Orion.
• Implementation of AppDynamics APM.
• Train the users on newly developed solution.
• Handle escalations and resolve issues within the SLA timeframe.

Confidential, Alabama

Senior Consultant

Responsibilities:

• Provide leadership to a consultancy team for CA Service Management Solutions besides coordinating with internal/ external resources pertaining to opportunities.
• Provide support to the Sales Team with Competitive Intelligence from the technology standpoint while biding for tenders/RFPs.
• Focus on improvement/ enhancement of products through dissemination of client feedback to business units.
• Develop processes & tools for proposal development, enablement of plan execution, overview of solution architecture, development of statement of work.
• Spearhead product/technical responses in support of RFCs and other tenders.
• Liaise with the Senior Account Management team, customer/ partner pertaining to technology needs/partner's offerings for development of solution.
• Develop & maintain productive business relationships across customers’/ partners' IT silos and offerings to understand, build, document and share knowledge of infrastructure, challenges and potential technical impact of planned projects.
• Manage complex product integration demonstrations & proofs of concept and customize demonstrations to cater to customer's specific needs and environment.

Senior Consultant

Confidential, CA

Responsibilities:

• Implementation of IT Service Management for Ministry
• Implementation of IT Service and Configuration Management at King Faisal Specialist Hospital & Research Centre, Riyadh, Saudi Arabia
• Products Involved: Unicenter Service Desk r11.2, CA IT Inventory Manager for non-CA managed Assets

L2 Executive

Confidential

Responsibilities:

• Implementation of Desktop Management Suite
• Maintenance & Support of IT Service Management
• Implementation of Asset Portfolio Management

Web Developer

Confidential

Responsibilities:

• Confidential is small size company which is mainly focused on developing custom Java/.net/PHP/VB based applications for various domestic customers from India. I was working as a Java/J2EE developer to develop different applications like financial/payroll packages, etc.