SUMMARY:

• Strong technical and business background in Information Technology. Performed such role as ServiceNow Technical Lead, ServiceNow Lead Consultant, Senior Consultant, Project Manager, and Business Analyst in Information Technology.
• A deep understanding of technical and business processes; ability to lead complex projects, ability to analyze and provide recommendations around application architecture and business capabilities to achieve customer satisfaction, higher efficiency and overall success.
• Proven record of Technical Lead, excellent customer service, managing multiple accounts, result driven approach, strong interpersonal skills and a team player with a “Can Do” attitude.
• Technical knowledge of Service - Now (SaaS) IT service management (ITSM) software including development and customization, Data import, Application Security, Client-Server technology, Networking Systems, High Availability Concepts, Disaster Recovery Concepts, Applications Integration, Middleware Concepts, Application development of agile and waterfall methodologies.
• Functional knowledge of database operations i.e. Networking /Firewall/Security, Data Center Operation, Backup and Storage Management, email platform and application programming.
• Experience working closely with Federal Government agencies, information technology, energy, medical, and manufacturing companies.

TECHNICAL SKILLS:

• Development of Service-now ITSM tool; JavaScript
• Jelly Script
• Content Management System
• HTML/CSS
• JSON
• XML BMC Remedy Service Management; Microsoft Project
• Share Point; Aptare Storage Console; C++; JavaScript; Visual Basics; MS Visio; Photoshop; CorelDraw; Adobe Illustrator
• Adobe Photoshop
• MS office
• Salesforce CRM.

PROFESSIONAL EXPERIENCE:

Confidential, Houston, TX

ServiceNow Technical Lead / Senior Consultant and Lead Developer

Responsibilities:

• Part of the project team that rolled out number of high priority project on aggressive time line.
• Subject matter expert for ServiceNow platform capabilities
• Designed and architected number of solution aligned with client business needs.
• Code reviews for other developers and advice on best practice methodologies.
• Advice on Design and Best Practices methodologies.
• Escalation point for all other SEC developers.
• Management of large release, latest was Helsinki.
• Ongoing Production support
• Implemented number of integration solution i.e. LDAP, SSO.
• Supported and enhanced reporting functionality.

Confidential, Houston, TX

Service-Now Senior Consultant.

• Designed, architected, and implemented number of High Priority Projects.
• Escalation point for Junior Developers
• One of our Project (Stamp Fulfillment Application) was nominated for Innovation of the year award.
• Performed code reviews for other developers and advice on best practice methodologies.
• Assisted with security documentation and overall security of the platform.
• Development and customization of ServiceNow, including Content Management System.

Confidential  

Senior Service-Now Consultant

• Escalation point for Accenture Team in troubleshooting and help with complex enhancements/development.
• Worked on SDLC, Service Catalog, New Call and Change Management modules with Accenture Team.
• Consulted and advised on ServiceNow discovery roll out.
• Consulted and advised on LDAP Integration.
• Working on data import and transform maps for Incident, Change and Problem module from an older ServiceNow instance.

Confidential, Houston, TX

ServiceNow Developer / Administrator

• Develop solutions by leveraging existing functionality of ServiceNow which simplified development and shorter lifecycle.
• Implemented CMDB
• Implemented discovery module.
• Architected and implemented mid servers for discovery within the network.
• In process of implementing incident and change management process.
• Worked on various integration projects such as SSO, HP openview, Salesforce, various data sources and ETC.
• Further plans are to implement, problem management, project management, Orchestration and etc.

Confidential, Houston, TX

Service-Now Developer / Administrator 

• Implement and customize application modules within ServiceNow to meet business requirements.
• Implement parts of various modules such as incident, request, change, maintenance window, SLAs, email notification and rules and etc.
• Support and configure domain separation.
• Develop metrics for custom reporting.
• Used mid servers, web services, and data import jobs to integrate with other application
• Train users for new implementations and enhancement.
• Setup import jobs from CMDB and other data sources.
• Pushed software changes from DEV to QA, UAT, and Production Environment.
• Implement and support assignment rules.
• Implemented work flows.
• Gather, document and drive business/technical requirements for various business units.
• Provide strategic advice, deliver technology innovation and design / implement solutions in large and complex deployment.
• Worked closely with QA to ensure requirements are well understood to ensure high quality and minimize application defects.
• Business consultation and recommendation to achieve business objectives and software development objective.
• Facilitate group discussion to resolve conflicts, negotiate resolution, and achieve alignment between software development and business objectives.

Confidential

Project Manager / Account Management

• Managed account relationship of large enterprise customers to ensure delivery of services.
• Project Management of IT infrastructure and IT application Development projects that included developing project plans, manage individual deadlines and goals.
• Manage/control project scope by assessing requirements changes and communicate project impact and risk.
• Weekly customer meetings to discuss challenges; issues and opportunities.
• Managed SLA violation; i.e. credit submission, root cause analysis, and provide potential feedback.
• Manage and update customer documentation.
• Customer training of SunGard tools and processes.
• Account reviews for customer and their senior management.
• Interpret contracts for support staff and customer.
• Provide a high level over view of the account to senior management i.e. account challenges and customer satisfaction overview.
• Managed escalation and availability of resources.
• Change management and configuration management for specific accounts.
• Create and manage overall deployment schedule.

Confidential, Houston, TX

Account Executive

• Sales and Direct Marketing of mailing and document management services. Implemented one of the best selling strategies in the industry designed by Confidential Inc. The selling process included value based selling; solution based selling and return on investment. Escalation point for customers to ensure delivery of services.
• Managed customer relationship at business and executive levels.
• Provide solutions by identifying opportunity/challenges in mail stream engineering.
• Contract and lease management.
• Escalation point for customers to ensure delivery of services.

Confidential, Houston

Store Manager, Account Manager

• Developed marketing plan with ICED’s assistance which included direct sales plan, direct mail program, and telemarketing.
• Assisted sales team with business development.
• Negotiate contacts with equipment manufacturer, paper vendors and other suppliers.
• Establish relationship with outsourcing vendors
• Ensure customer satisfaction and delivery of services.
• Assists team members in goal setting and skill development.
• Provide leadership role.
• Managed employee training and coaching.
• Planning and prioritize customer projects to ensure optimum delivery of services.
• Inventory management