SUMMARY

• IT professional with13 yearsof relevant experience in the field of Servicenow, Data Analytics tool (Qlikview/Tableau) Development, Microsoft Technologies and Extensive knowledge and experience in Servicenow Administration and Development.
• Developed Service Portal for Wealth Management Application Support Group helping in Data Quality Fix.
• Expertise in Design and configuring ITSM (incident, change, problem) and customizing the applications using Java script, AJAX, HTML in Service Now.
• Elicited Requirements from client and created Service Catalog, catalog Items with Variables and Variable sets.
• Participated in Service - now implementation by customizing the forms and Lists of Incident & Problem Management tables.
• Developed various Business rules, Client scripts, UI Actions, UI scripts, UI Policies and Scheduled Jobs.
• Designed and developed Servicenow Workflows for various Catalog Items.
• Created update sets, Custom Notifications as part of customizing the Service-now.
• Imported Data of different formats and types using transform maps.
• Created Data Sources, Transform maps and coalesce to import data into Servicenow.
• Created Servicenow Incident, Request SLAs for various groups.
• Created functionalities to create incidents using incoming Email settings.
• Created multiple Tableau dashboards using various Datasources (Splunk, SharePoint List and MSSQL Database).
• Designed multiple Data Sources to be used by these Tableau Dashboards.
• Good experience in application development in Microsoft Technologies primarily in SharePoint
• Created multiple SharePoint Sites (Weekly Downtime Schedule, opsturn, Incident Dashboard) etc.
• Major strengths include strong leadership, excellent communication skills, competent, strong team player, attention to detail, dutiful respect for compliance in all regulated environments, as well as supervisory skills including hiring, scheduling, training and other administrative tasks.

TECHNICAL SKILLS

ITSM Tools: Service Now ITSM Suite

Data Analytics Tools: Tableau, Qlikview

Programming Languages: C#.Net, HTML, JavaScript, JQuery,XML, JavaScript, SQL, Jelly

Databases: Microsoft SQL Server 2005

Application Servers: IIS 6.0, Apache, Tomcat

Operating Systems: Windows 2003, UNIX, Linux 7.1/9.2, Windows Server 2008

Microsoft Technologies: SharePoint 2007,Sharepoint 2010,C#

Other Tools: BEA Aqualogic, Jive, Qlikview, HPBSM, Splunk, SiteScope, Tivoli, Visual Studio

PROFESSIONAL EXPERIENCE

Confidential

ServiceNow/Tableau Developer

Responsibilities:

• Creation of catalog Items with Variables and Variable sets.
• Requirement Gathering from client creating catalogs items.
• Creation of Workflows, Variable Set, Variables, Approval, Catalog Client Script, UI Policy, UI script etc.
• Creation of Service Portal, Widgets to improve ASG Data Quality.
• Using update sets, Business Rules, UI Action, Include Script, Notifications as part of customizing the ServiceNow.
• Using Transform maps to import Data to Servicenow Table
• Customizing Incident,Problem, Problem Action, Knowledge, RITM and TASK forms and lists.
• Writing Business rules, Client scripts, UI actions, UI Policies, Scheduled Jobs as per the client requirement.
• Writing Data Sources, Transform maps and properly analyzing coalesce to avoid duplicates.
• Configured Agent Workspace for Wealth Management area.
• Configured Virtual Agent for WM CSC (Customer Service Center) Agents.
• Trained end users to effectively use the reporting application to build and customize their reports.
• Conducting meetings with designated Servicenow Stakeholders to discuss their requirement, performing feasibility analysis, Implementing and communicating Servicenow changes.
• Created Tableau Dashboard to help Wealth Management Application Support Group to be able to search through prior incidents.
• Created Wealth Management Incident Executive Summary for senior management which provides snapshot of Important metrics.
• Created MTTR Dashboard, showing duration between major steps taken during Incident Resolution. The dashboard helps Senior Management in finding out what exactly is taking more time in Incident Resolution and help teams in improving.
• Created Data Quality Historical Tend Dashboard, which helps in identifying worst and best performers in Data Quality.
• Created a Dashboard showing Success/Failed transaction which helps Senior Manages in identifying trends of the system failure.
• Created Daily Incident Summary dashboard, the dashboard provides summary of previous days’ incident and snapshot of last week’s and last month’s incident.
• Created Data Update and Inquiry dashboard which provide details of data updates made since last 12 months (Including Database type, Data Update Reason and Requestor group) etc
• Created S5 and SR Dashboard showing S5 Incident (Low Severity incidents) counts, Associated Problems. The dashboard helps in finding out problem with maximum impact (Causing Maximum Incidents) and helps in prioritizing the work.

Tools: & Technology: ServiceNow, Tableau, Qlikview JavaScript, Web services, SOAP, XML, HTML, ITIL, Agile Methodology, JIRA, SCRUM

Confidential

Production Support Lead

Responsibilities:

• Making sure all low priority incidents are responded and resolved within SLA.
• Analyzing high severity incidents
• Co-coordinating with Dev, Infra and other stakeholders in event of an high severity issue.
• Finding root cause and performing problem management
• Preparing release management plan
• Preparing testing plan to test newly introduced functionalities
• Suggesting new process to improve efficiency of the team
• Configuring alert monitoring tools such as: SiteScope, HPBSM,
• Creating onboarding process documents to start support of new applications
• Developing various reports in order to measure SLA adherence of the team
• Developing various SharePoint applications to automate various team functions

Tools: & Technology: ServiceNow, HPBSM, SOAP, XML, HTML, ITIL, DB2Client: Confidential, Pune, India

Confidential

SharePoint Administrator

Responsibilities:

• Enhance the look and feel of the SharePoint sites using SharePoint designer
• Creating SharePoint Site Collection, Sites, Lists, Libraries and Content types as per the requirement
• Creating Site Columns, Content Type etc. to manage SharePoint content effectively
• Perform typical system administrative activities such as Site creation, User training, Backup, Restore and Issue Resolution.
• Create Custom Lists with Site columns and Content types.
• Use SharePoint Designer to meet up all SharePoint requirements.
• Responsible for implementing and maintaining User Profile Properties and MySite Functionality.
• Configuring Shared services including Single Sign on Services.
• Configure Search Service Application & Indexing.
• Work with IT Project Managers and Business Analysts to design and develop solutions to address business needs and opportunities for more effective solution.
• Responsible for Daily Monitoring, Troubleshooting and Performance Analysis.
• Provide Technical Guidance to the Team in the technologies related to the development and support of an Enterprise SharePoint environment

Tools: &Technology: Microsoft InfoPath 2007, Microsoft SQL Server 2005 R2 Enterprise, SharePointServer 2007, SharePointDesigner 2007, VB Studio 2005

Confidential

Server Administrator

Responsibilities:

• Handling Server and network issues
• Configuring Active Directory and providing access to the servers
• Supporting Webservers (IIS, Tomcat, Apache)
• Deploying Web Application, Creating Application Pool, Virtual Directory etc.
• Deploying Web Application in Unix servers
• Configuring DNS settings, Firewall settings etc.
• Working on End-Users issues following ITIL standards using Remedy ticketing tools
• Monitoring and Resolving Server issues by using HP Sitescope Tools
• Working on Unix Server Disk space issues
• Writing Unix Shell script to perform routine activities

Tools: & Technology:Windows Server 2003, Linux, UNIX, Active Directory, .Net, IIS

Confidential

SharePoint Development and Administration

Responsibilities:

• Configure and Install MOSS 2007 and SQL Server 2005.
• Created Content Management Sites in order to manage the authoring Workflows.
• Created Site Columns and Content Types to resume schema of columns in different Lists of web application.
• Administered User Security in SharePoint environment including the use of SharePoint and Active Directory Groups.
• Enhanced the Search capability provided by SharePoint using handy UI and enterprise content sources.
• Deployed Custom Web Parts for displaying financial data and information.
• Integrated KPI's and Excel Reports data on Dashboard pages

Tools: &Technology:Microsoft Office 2007, Microsoft SQL Server 2005, MicrosoftSharePointServer 2007, MicrosoftSharePointDesigner 2007, VB Studio 2005, .Net