SUMMARY:

• Having around total 10 years of experience in IT with 3 years of good experience on Business Analyst.
• Extensive experience on Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Extensive experience on Javascript scripting for reports & production bug fixes
• Good in customizing the applications in service now using JavaScript, HTML and DHTML.
• Expertise in Design and configure ITSM (incident, change, problem) in Service - now.
• Created business requirement and technical design documents for implementing Service Now.
• Good knowledge with Deployment in UNIX Environment.
• Capable of thinking in and out of the box and generating new design solutions and ideas.
• Good experience in Analysis, Design, Development and Implementation of Business Intelligence Projects.
• Very good experience in interacting with the end users and gathering, documenting the requirements and suggesting them the capabilities of LOTUS NOTES, OTHER BI tool to effectively display the information they need.
• Having good knowledge on Banking, Finance, Insurance and health care domains.
• Experience of working with Cognos BI Tools - Framework manager, Report studio, Query studio, Analysis studio, Access Manager, Transformer, Business workspace(Insight), Business Workspace advanced(Insight advanced), Cognos connection).
• Worked on the Active Reports to add interactive nature to the reports for better report outputs.
• Created Workspaces with dashboard like visualizations by integrating the different BI content using Business Workspace and Business Workspace advanced.
• Experience in Administration and configuration of IBM Cognos Application Servers, Content Manager, Gateway, and Transformer on Windows OS based machines.
• Having extensive production support experience with quickly problem solving capabilities.
• Good experience in creating the Relational and Dimensional models(star and snowflake) satisfying all reporting needs and publishing packages using Cognos Framework manager.
• Expertise in developing and testing Complex reports (List, Cross tab, Charts, Maps, Drill through, Master-Detail, and Cascading) and Dashboards using Report studio.
• Good in Unit, assembly, system and integration testing of the reports.
• Experienced with multiple Relational Databases including Oracle 9i/10g, MS SQL Server 2008/2005, DB2 and Teradata.
• Experience working with OLTP and OLAP Databases.
• Excellent knowledge on writing complex SQL queries, stored procedures, functions, views, cursors, Indexes and performing fine tuning in query side and database aspects.
• Knowledge on creating transformations using Informatica ETL Tool.
• Strong Knowledge on Data warehousing and Database concepts.
• Experience developing and delivering Onsite-Offshore model.
• Ability to grasp and assimilate new applications and technologies very quickly with virtually no external or support required.
• An articulate, personable, enthusiastic and out-going individual with a proven ability to interact with the colleagues.
• Combines patience and persistence with well-developed learning skills to enhance knowledge, abilities and value to employer.
• A productive team member with the flexibility and attitude to perform equally well with or without supervision.
• Highly self-motivated and goal-oriented professional, committed to pursue a long-term career.
• Flourish in both independent and collaborative work environments with quick learning abilities.

TECHNICAL SKILLS:

Ticketing tools: Service Now (Catalog configuration, Incident Management, Problem Management, Change Management, Knowledge Management, Access management), Manage now, Share point

OLAP Tools: Lotus Notes, Sharepoint

ETL Tools: Informatica 8.0.1

RDBMS: Oracle9i/8i, SQL server 2008/2005/2002, DB2

Operating Systems: Windows NT, XP, 7.

Microsoft Tools: MS Office (Excel, Word, Visio, PowerPoint).

Data mining tools: Rapid Miner,Datapower

Scripting: HTML, DHTML and JavaScript

Others: Linus & UNIX scripting, HP Quality Center,LISA,Infoweb

PROFESSIONAL EXPERIENCE:

Confidential, New York

ITSM & SN Process consultant

Environment: Service now(incident, Problem, service catalog), HP Quality center

Responsibilities:

• Worked with the design team on UI customizations for forms, lists and UI actions.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, and System and Upgrade logs).
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the approval workflow and task assignment.
• Worked as an Business analyst to in corporate the requirements in the Service Now tool in an optimal way.
• Coordinated with various stake holders and offshore team on day to day issues.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.
• Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Educating & end users on the usage of service now applications like incidents, problems and service catalogs.

Confidential, Phoenix, AZ

Service now Developer/Admin

Environment: Service now(incident, Problem, service catalog), HP Quality center

Responsibilities:

• Worked on UI customizations for forms, lists and UI actions.
• Implemented Core configuration changes to the platform as well as supporting applications.
• Used system logs to view information about system activity (i.e. Work Flow, Configuration, Transaction, Email, Events, and System and Upgrade logs).
• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the approval workflow and task assignment.
• Worked as an Architect to in corporate the requirements in the Service Now tool in an optimal way.
• Coordinated with various stake holders and offshore team on day to day issues.
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating Service Now with other systems and customization.
• Technical implementation of various Service Now modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management.
• Responsible for Development Team Performance and involved in grooming & mentoring team members on various processes.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis.
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work.
• Educating end users on the usage of service now applications like incidents, problems and service catalogs.

Confidential

Project Lead for Service Desk Management

Environment: Lotus Notes, JavaScript, Core Java, BMC Remedy, HP Quality center, SQL Server 2010Project: Amex GCT SDM is suite of application for production support used by American Express.

Responsibilities:

• Monitoring daily tickets & reports and raising the IMRs to the respective teams in case of any failure.
• Working on the Sev1 and Sev2 IMRs raised by other teams, providing the solution and closing the same without breaching the SLA.
• Taking the transition from the application development teams during the warranty phase of the project and documenting the same.
• Provided 24/7 remote on call support for the reporting applications.
• Tracking of all the IMRs and reporting the daily status to managers to ensure the zero SLA breach.
• Created the data sources connections in Administration.
• Created multi paged professional reports with excel output formatting.
• Performance tuning of the reports that are running very slow by removing the unnecessary joins and calculations.

Confidential, Boston

ITIL Process Data Consultant

Environment: Lotus Notes, JavaScript, Core Java, BMC Remedy, HP Quality center, Oracle, Toad, Informatica.

Responsibilities:

• Importing logical database tables/views from multiple data sources and creating Framework Manager Models with star schema layout.
• Creating Joins, user defined filters, calculations and finally publishing the Packages.
• Creation of package level and report level drill through.
• Creation of the reports using the packages created by transformer.
• Extensively worked on Notes Studio to develop multi-dimensional reporting.
• Created package level drill through for navigating from analysis studio reports to report studio reports.
• Developed multi format reports (PDF, HTML & Excel).
• Used JavaScript for customizing the Prompt controls.
• Creating value prompts, Date & time prompts, Text box prompts and cascading prompts.
• Created query subjects using union and join functions.
• Doing unit, assembly and system testing and preparation of test conditions, test cases for the reports.
• Scheduling the reports to run at specific times and setting governors to optimize the performance.
• Creation and self review of project supporting documents in Design, Test and implementation phases.
• Creating, scheduling and monitoring of Cognos Jobs.
• Creation of the Data source connections using Cognos administration.

Confidential

Cognos Consultant

Environment: Shared Services(Lotus Notes, JavaScript, Core Java, BMC Remedy, HP Quality center)

Responsibilities:

• Development of some LNDB applications on ITIL framework
• Creation of the advanced reports using BMC Remedy
• Downloading the excel outputs of the scheduled reports and verifying the data.
• Creation of share point requests for the creation of the exports and for importing the code into other environments.
• Interacting with the infrastructure support team.
• Involved in fixing the bugs identified by the business users during the warranty phase of the project.
• Involved in modifying the Business model as per the business suggested changes.
• Performed unit testing.
• Preparation of the test case documents needed as part of unit, assembly and system integration testing and uploading them into HP Quality Center.
• Generating the test results reports and sharing the same with the onsite team