PROFESSIONAL SUMMARY:

• ITIL Certified with 11 Years of IT Industry experience in ITIL Service Operation and Networking Incident Management.
• 3+ Years of experience in ServiceNow platform as Project Manager/Tester
• Good knowledge about ITIL standards and development of ITSM application. Delivered value added solutions that focus on IT Service Management, Business transformation based on ITIL best practices.
• Customization of Change/Incident/Problem/Asset Management including Business rules, Plugins, User Tables, Client Scripts, Dictionary Overrides, UI Policies, UI Actions, based on user requirements.
• Hands on experience in ServiceNow UAT testing (QA/Staging/Production)
• Write manual test scripts for service catalogs to flush defects and failure in workflow and deploy in production
• Creating service knowledge base for recurring issues.
• Monitor and administer ServiceNow Discovery processes in support of asset management and configuration management
• Experience in MID Server Installation using ITM guided setup
• Hands on experience with ServiceNow Discovery: ServiceNow Mid Servers configurations, IP Ranges, ServiceNow probes and CI classifications
• Creating discovery schedules based on client requirements and Monitor each discovery phase using discovery timeline
• Checking discovery log for warnings, errors and troubleshoot them
• Follow MIM Lifecycle and work based on priority levels to resolve issues and update RCA.
• Manual and automated maintenance of Configuration Management Database (CMDB)
• Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large - scale Service Now Development.
• Managing CMDB and updating IT Asset & Configuration Details in knowledge base
• Involved in managing system configurations, gathering and documenting user and process requirements, designing new incident checklist and quality assurance
• Hands on experience in Change Management, Incident Management, Compliance, Auditing, Service Level Agreement, Operational Level Agreement and knowledge about SOX policies.
• Experience in Network administration of LAN, WAN, Windows NT, Cisco Switches and Routers,
• Developed improvements to team processes and procedures through change initiatives.
• Maintain effective communications with customers, other technology specialists, and vendors

TECHNICAL SKILLS:

Applications/Software: Solarwinds, Toad, Nagios, NetApp, ServiceNow, Active Directory, NetQos, xMatters, NetBrain,MS Office, MS Visio, Gdocs, MS SCCMLanguages: SQL, HTML

Databases: Oracle, SQL Server, MS Access, ODBC

Hardware: PC Installation/Support, HP LaserJet Series Printers, Cisco Switch/Routers, Firewall, Access Point, Modem

Operating Systems: Windows 7, Linux

PROFESSIONAL EXPERIENCE:

Confidential

ServiceNow Consultant & Incident Management Lead

Responsibilities:

• Delivered value added solutions that focus on IT Service Management, Business transformation based on ITIL best practices.
• Configure ServiceNow UI Policies, UI Actions and customization of lists and forms
• Created business rules, plugins, report and dashboards, data imports, custom Applications, content management
• Created On Demand, Daily, Weekly Discovery Schedules
• Prepared Service Mapping as per client requirements
• Create and maintain service mappings that shows the associated mix of IT components and dependencies
• Requirements gathering and pass it on to the development team
• Test the catalog forms in QA and stating and push it into production.

Confidential, Pleasanton, CA

SNOW Admin

Responsibilities:

• Maintains current knowledge about the global organizations project management and portfolio management processes, including planning, scheduling, and timesheet reporting practices.
• Working with PMO and GPDS leaders, Develops, creates, and maintains project and portfolio reports
• Troubleshoot credentials,firewall,connection issues based on discovery schedules
• Work with systems managers to ensure that the Discovery tool has the appropriate access and permissions to capture configuration information
• Research new functionality and recommend solutions that deliver customer value.
• Updating asset and configuration details in CMDB and maintain KB for future reference
• Improved critical incident team coverage by working with all application support teams on following critical incident escalation guidelines.
• Created UI Policies and applied to tables
• Created UI actions to add buttons, links, and context menu items on forms and lists, making the UI more interactive, customizable, and specific to user activities.
• Developed Import Sets to import data from different Sources. Developed Transform maps to map values between Import Set and Service Now tables.
• Involved in running the daily and weekly jobs to push the data into the application using
• Developed automated mappings to schedule the load of flat files on daily, weekly and monthly basis.

Confidential, Springfield, NJ

SNOW Admin

Responsibilities:

• Providing day-to-day operations and support of Orion Solarwinds performance monitoring environment by overseeing the network and systems
• Initiate bridge calls during incidents and documenting key actions and events
• Troubleshooting errors and configuration issues on all monitoring of the network
• Creating alerts to notify responsible departments in the event of issues related to their systems creating custom views for users.
• Creating custom reports. Working closely with other departments to provide them with current and historical statistics on their environments.
• Evaluating upgrades to monitoring software and implementing updates as needed
• Using Nagios End-to-End Monitoring along with ServiceNow report creation for users
• Provided ownership and responsibility for Network support activities
• Prepare the required reports on Command Center tickets & calls
• Periodic notifications of high priority incidents to service user
• Facilitate plans to reduce incidents and mean time to restore (MTTR)
• Network monitoring (1000+ Servers) via Solarwinds
• Coordinating with the respective SMEs and with technical teams for speedy resolution of the Major and critical Incidents.
• Engage with organizational stakeholders to assess gaps in people, processes and technologies to ensure a complete change strategy for each project.
• Quickly resolve all IP network issues to reduce waste and downtime while ensuring client SLA.
• Ensure thorough network documentation, including maintaining each account’s network matrix, backup configurations and network diagrams
• Identifying and communicating any scheduling conflicts and cross-functional task dependencies

Confidential

IT Analyst

Environment: - Solarwinds, Nagios, SQL, ServiceNow,HP ILO,Linux

Responsibilities:

• Create Incident/Problem tickets in ServiceNow to resolve known issues
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Administration of common platform applications: Knowledge Base, Service Catalog, Workflows, SLA's, Reporting etc.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Tracking health status of overall network infrastructure
• Categorized issues based on severity grid and its impact on production
• Configured and supported multiple remote site installations
• Created roadmaps, workflows of network infrastructure
• Took Part in scrum meetings and represented network team. Provided suggestion when invited to do so
• Scheduled, coordinated and deployed server updates, maintenance with limited downtime.
• Coordinating with the respective SMEs and with technical teams for speedy resolution of the Major and critical Incidents and prepare Root Cause Analysis
• Worked on Server management (HP ILO) to resolve server issues.
• Ensure thorough network documentation, including maintaining each account’s network matrix, backup configurations and network diagrams
• Ensuring only approved changes are scheduled, changes are clearly documented and communicated
• Identifying and communicating any scheduling conflicts and cross-functional task dependencies
• Maintained Change Record via google docs for future reference.
• Implement changes and make sure they are completed successfully and on time.
• Network monitoring (1000+ Servers) via Solarwinds
• Provided 24/7 Network support activities
• Resolving layer 2 & 3 device issues using Telnet/SSH
• Developed improvements to team processes and procedures through change initiatives.
• Install, upgrade, support and troubleshoot Windows OS, authorized desktop applications, hardware, and peripheral equipment.
• Return defective equipment to Service Vendor, document customer repairs, and maintain and restock parts inventory to maintain spare parts levels.
• Monitor, operate, manage, troubleshoot, and restore service to terminal service clients, Servers PCs, notebooks with authorized access to network.
• Analysis of incident response timelines for gaps and improvement opportunities