SUMMARY:

• About 5 years of experience in IT Industry with 3 years of experience in ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service - Now).
• Also experienced in Java, J2EE, C language, Linux, Eclipse, NetBeans, MYSQL and Oracle 11G
• Solid experience on configuring Single Sign-On user provisioning, LDAP server integrations
• Implementing ServiceNow Discovery and CMDB and integrating it with Change management.
• Solid working experience on Incident Management, Change Management, Problem Management and Knowledge Management
• Experience in design, development and deployment in ServiceNow and also integrating SNOW
• Collaborated with various operations group like windows, Linux, network and database
• Configured notification, worked on P1 &P2 tickets and worked with user community
• Experience working with email notifications and inbound actions.
• Ability to create and modify ServiceNow workflows.
• Expertise on creation of catalog items, record producers, order guides
• Provides daily support of Service Management Platform (ServiceNow), including Configuration, Integration, Customization, Administration ServiceNow processes (User/Group management).
• Experience in web development (UI) using HTML 5, CSS 3, and Angular JS.
• Used a hybridized method for development. AGILE/Waterfall
• Implemented Struts framework, Design Patterns like Model-View-Control
• Expertise in developing JSP applications and writing SQL queries

TECHNICAL SKILLS:

ITSM Tools: ServiceNow Geneva/Helsinki/Istanbul

Languages: JavaScript, XML, HTML5, CSS, JS, SQL, PL/SQL, Java, JSP, C

Database: Oracle 10g, MySQL 5.0Operating Systems: Windows, Linux

Developer/Design Tools: Eclipse, NetBeans, Rational Rose

Application Server: Apache, Glassfish

Object Modelling Software: SDLC, Waterfall, Agile Methodology

PROFESSIONAL EXPERIENCE:

Confidential, MN

ServiceNow Developer/Administrator

Responsibilities:

• Involved in managing Tickets & Requests, creating Service Catalogs that provides a complete and end-to-end set of functions that enable you to define different types of requests for services
• Consultation, Implementation and design.
• Experience on implementing end-to-end Service Catalog, Incident Management, Knowledge Management, Configuration & Asset Management and Change Management, User administration, reporting and implementation of SOAP web services
• Design and engineer solutions leveraging all appropriate components offered by ServiceNow to answer the needs for business workflows, ticketing or other ITSM requirements.
• Experience working with Business Rules, Client Scripts, UI Policies, UI Actions, Script Includes, Access Control Lists
• Worked on creating users, roles, groups and Configured LDAP Server and LDAP Listener for updating the user and group table record
• Involved in discussions with other technical areas to meet the business and technical requirements for ServiceNow, SMTP Admin and DBA to build integration to external and internal systems, currently using as SMTP (EMAIL), Web Service (Construction, integration testing, Transform Mapping, Security Authentication).
• Created groups, roles and security groups to access certain functionalities and customized home page.
• Customization of screens and workflows based on client requirement
• Experience on creation of catalog items, record producers, order guides.
• Extensively worked on Workflows and web service integrations and Created Database views to create reports across multiple tables.
• Worked with transform maps and data sources for data loads and management.
• Working with schedule jobs, events and triggers to manage business needs and handle background work.
• Created Reports and scheduler process to send report to management about incidents, problems and application diagnosis report based control and alert messages using Email Notification.
• Expertise in writing SQL Queries, Dynamic-queries, sub-queries and complex joins for generating Complex Stored Procedures, Triggers, User-defined Functions, Views and Cursors.
• Appreciated for suggesting and successfully implementing performance changes throughout different modules of ServiceNow by converting sync server calls to a sync and use of scratchpad.
• Experience with implementing configurable SLA management.
• CMDB is updated and accurate per server specifications in preparation for go live change process
• Working on ITIL framework especially on Service management & Incident/change /request managements.
• Worked on the integration of ServiceNow with third party applications, integrated Service Catalog and Incident module

Environment: ServiceNow (Geneva, Helsinki), SMTP, SQL server, HTML5, Linux

Confidential, CA

ServiceNow Developer

Responsibilities:

• Customized UI Appearance for Problem and Change Management Application, which is simple, intuitive and easy to use
• Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
• Responsible for access control, security, minor enhancements such as form or workflow editing and gathering requirements and customizing Business Service Catalogs from the scratch.
• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Customized existing reports, assigned roles to reports and added reports to ServiceNow portal home pages.
• Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs.
• Responsible for defining a new IT organization structure to support redefined IT Service Management strategy involving Application Development (SDLC/Agile/DevOps), IT Operations, IT Infrastructure, Platform Services, ERP, Productivity Services, and IT Delivery and Support organizations. Objective was to unify and improve IT service delivery to various business lines. Responsibilities included.
• Created and Maintained foundation data -user Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.
• Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management.
• Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
• Created Procedure guidelines used in supporting Technology and Application issues and Responsible for maintaining and growing data held within Service Now such as our users, service catalog items
• Configured Service Level Agreements to define certain levels of service from both internal and external providers

Confidential

ServiceNow Analyst

Responsibilities:

• Work across the company IT process based on ITIL v3 framework and ServiceNow system.
• Manage Service Transition and Service Operation process.
• Review Change Request (validation, prioritization, CAB meeting agenda and approval)
• Coordinate RFC implementation and review post implementation.
• Build CMDB with ServiceNow Discovery Tool and 3rd party tools.
• Create new workflow and process for new Service Catalog Item in ServiceNow.
• Oversee Service Desk activity and reporting on out of SLA incident and Service request with ServiceNow.
• Worked on Asset Management solution. Involved in design and development of Transfer Orders and how asset states change within their lifecycles.
• Implementation & development, architecting, production support, and system upgrades on ITSM and monitoring.
• Worked on the relationships between Change Management, Configuration Management, Incident Management, and Problem Management
• Engage multiple departments from Business unit and HR to all IS staff to keep CMDB data integrity and quality.
• Provide Training to all IS Staff on ServiceNow and ITIL process best practice.
• ServiceNow principal Internal System administrator and communicator with 3rd party consultant.

Confidential

Java Programmer

Responsibilities:

• Implemented the application using Jakarta Struts Framework which is based on Model View Controller design pattern.
• Extensively used Hibernate in data access layer to access and update information in the database.
• Used Spring Framework for Dependency injection and integrated with the Struts Framework and Hibernate.
• Used Java Message Service (JMS), MDBs for reliable and asynchronous exchange of important information, such as loan status report, between the clients and the bank.
• Designed and developed the UI using Struts view component, JSP, HTML, CSS and JavaScript.
• Implemented Design Patterns like Model-View-Control, Front Controller, Session Facade, Data Access Objects and Singleton.
• Consumed Web Service using WSDL and SOAP to get the credit history from the service provider.
• Used XSLT for transforming common XML format into internal XML format.
• Implemented the database connectivity using JDBC with Oracle 9i database as backend.
• Involved in the development of Tables, Indexes, Stored procedures, Database Triggers and Functions.
• Apache Ant was used for the entire build process.
• Developed Struts Action classes using Struts controller component.
• Developed the application using Oracle 10g.

Junior Java Developer

Confidential

Responsibilities:

• Involved in the design of the applications using J2EE
• Derived the Use cases following UML techniques
• Developed Different UI Screens using HTML and JSP
• Defined UML specifications using Cases Diagrams, Sequence Diagrams, and Class Diagrams
• Involved in the development of distributed server-side components and deployed the various Session and Entity Bean Components in the WebSphere Application Server
• Developed Data Access Objects to encapsulate all database specific code using JDBC API. These are used by EJBs to access the database
• Developed JSP applications for the presentation and used JSP tags
• Implemented Struts open source framework for building web components
• Used Apache Tomcat 3.2 to host the Servlets and JSPs
• Used ClearCase for version control during the development process
• Used JUnit to perform unit testing of my code