PROFESSIONAL ABRIDGEMENT

• A qualified professional with 12 years of fruitful experience in operations management, process transition management, client servicing and team management.
• Proficient at managing leading teams for running successful process operations and extensive experience of developing procedures, service standards operational policies for business excellence.
• Implemented ServiceNow ITSM applicationsIncident, Change, and Helpdesk Management
• Broad knowledge of hardware, software, and networking technologies to provide a powerful combination of analysis, implementation, and support.
• Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management
• Developed business requirements and technical design documents for implementing ServiceNow
• Experience in system and network administration and engineering, hardware evaluation, project management, systems and network security.
• Protect confidentiality, integrity, and availability of information and information systems. Advise and engineer secure solutions for business opportunities.
• Deep understanding of technology with focus on delivering business solutions.
• Expertise in conceptualizing implementing various Quality Improvements projects and conducting audits for continual improvements in the services.
• Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and planning.
• Capable of thinking in and out of the box and generating new design solutions and ideas.

TECHNICAL PROFICIENCY

Operating Systems: Windows Server 2003, Windows XP, LINUXDatabases: MS SQL, MS ACCESS, ORACLE, My - SQL

Programming: Visual Studio.net, Source Depot, VSS, TFS ASP.net, IIS 6.0, VB script, WSS 3.0, SharePoint C .net, VB.net, VB6, SQL Server 2008, Microsoft - OCMS, Microsoft - Product Studio, Microsoft Zorin.

WORK EXPERIENCE

Client: Confidential

Role: Senior ServiceNow Developer / Admin

SDM Roles Responsibilities:

• Formulate Implement Retrospect Refine Streamline processes for the support engagement
• End users management for any show stoppers
• Review the outage plans and ensure post and pre outage is successful
• Reviewing and approving the artifacts before sharing with Select Comfort
• Driving status calls and reporting to Select Comfort
• Ensuring team addresses critical / emergency issues with right planning and prioritization
• Ensuring onsite and offshore coordination is smooth

Techno Functional Consulting

Roles Responsibilities:

• Resolve production issues that are reported via tickets by interacting with end/business users/functional consultants/BAs in In house built VB Applications within the agreed upon SLA timelines
• Participated in ServiceNow Quick start Implementation process and worked with Service-Now in the process of implementation of Incident, Change, Problem, Knowledge and Service-Catalog
• Worked on identifying the users, groups, categories and following the ITIL standards while designing these solutions
• Worked closely with ServiceNow team and Infrastructure team to facilitate LDAP integration.
• Worked with ServiceNow team and prepared data feeds and imported them into System accordingly
• Used system logs to view information about system activity i.e. Work Flow, Configuration, Transaction, Email, Events, System and Upgrade logs
• Implemented Core configuration changes to the platform as well as supporting applications.
• Worked on UI customizations for forms, lists andUI actions.
• Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
• Involved from basic Asset inventory identification through CMDB formation, clean up, classification and configuration management using discovery tool as well as through conventional methods
• Time and performance to keep your organization running and on time.
• Pre and Post installation consultant to define and implement industry ITIL best practice for the ServiceNow ITSM Platform
• Analyzing the existing request items on SharePoint and migrating them to Service-Now
• Developed business requirements and technical design documents for implementing ServiceNow
• Implemented ServiceNow software for Incident, Change, and Helpdesk Management.
• Create data fix scripts for data corruption issues and perform Root Cause Analysis
• Fix code issues, source control and migrate the solution to production environment following the IT processes of client
• Support and maintain the payment process of client that involves interfacing with third party service provider, Elavon
• Support and maintain EDI transactions flow like OWO,SWI of client that are critical to client business
• Create alerts for automating monitoring of program/process flows and maintain the same
• Develop and Deliver small/medium enhancements/projects to support/align with client business needs
• Post Implementation worked as ServiceNow Administrator and supported any issues and resolved them accordingly.

Environment: Incident Management, Problem Management, CMDB, Client Scripts, Business Rules, UI Policies, Workflows, Access Control, Discovery, LDAP

Client Confidential

Role: ServiceNow Developer / Admin

Roles Responsibilities:

• Identifying and designing Solutions for areas requiring Automation within MS OIPG Environment.
• Project Managing the development, Testing and Implementation of OIPG Engagement Dashboard for all the Streams of OIPG
• Implemented ServiceNow ITSM applications using ITIL V3 services best practice processes, methods, testing, and training projects for multiple, diverse organizations.
• Worked as a Architect to in corporate the requirements in the ServiceNow tool in an optimal way
• Planned and implemented a complex, enterprise wide, six sigma, and Confidential, Infrastructure Asset Management In-sourcing project.
• Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset Management processes
• Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team to execute the steps.
• Efficiently planned the Calgary upgrade of ServiceNow instances in Ameriprise.
• Planning and coordinating the execution of Implementation along with Technical/Business validations post every Maintenance/Major release in ServiceNow.
• Implementation of Software and Change Management, ServiceNow Change Management
• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
• Monitor and maintain integrations. Technical implementation of various ServiceNow modules such as Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management
• Managed all Change Management Information ServiceNow
• Managing ServiceNow Change Management ITIL Automate and standardize business processes for all Go-Lives. Consolidating all Confidential IT to a single system of record.
• Involved in various automation initiatives, development implementation
• Monitored the work items that have been given by client and evenly distributed among the team to make sure ETA is met appropriately
• Involved in daily, weekly and monthly meetings with client on the work progress and discussions on the upcoming work
• Responsible for Communication between HCL and MS on Project Progress, and Updates.
• Coordinated with various stake holders and offshore team on day to day issues.
• Responsible for Development Team Performance and involved in grooming mentoring team members on various processes

Environment: Form Creation, Business Rules, Script Include, Client Scripting, Jelly Scripting, Email Notifications.

Client Confidential

Role: Product Management

• Responsible for Confidential Consumer Support for a Confidential Threat Software product managed out of Hyderabad, Chennai and Australia. It's a Multi site- Multi queue operation.
• Manage Technical Support and Customer Care operations for North America, EMEA ANZ which includes Voice, Email, Chat and Alternate channels of support.
• Responsible for the daily operations and productivity of project.
• Member of CMMI SVC Metric council.
• Managing consumer complaint/escalation process.

Confidential

Role:Support Engineer/Sr Support Engineer

• Testing the CA Security range of products, raise bugs and work in close conjunction with the development team to fix issues
• Ensure that all Confidential escalations are addressed and resolved on time
• Analyzed Threats and worked on Signatures for various malware such as antivirus, anti spyware and anti spam
• Prepared Technical Documentation and published internal white papers
• Conducted Vulnerability testing for the Etrust Suite of Products
• Provided process knowledge and product knowledge training for the new hires
• Worked on VMware for testing purpose and to reproduce the issues

Confidential

Sr Tech Support Associate

Responsibilities:

• Provided technical support for Confidential
• Provided support on the Java based application of Enigma used by the major corporations as a Information management tool

Confidential

Sr Technical Support Associate

Responsibilities:

• Responsible for basic desktop management and troubleshooting for Laptops, Desktops and Printers for hardware and software issues on a range of Operating Systems like Win 9x, Win 2000, and Windows XP
• Provided technical support for Home and Home Office Customers. Maintained functionality of technical support testing and training lab, manage weekly technical support meetings
• Resolved customer's issues through a process of fact finding and research. Maintained complete ownership of the problem until resolved for customer satisfaction
• Arranged conference calls with Third-party technicians
• Prepared Knowledge Documents and training materials for Dell Tech website
• Managed data and data collection for periodic analysis and scrutinization
• Spearheaded a team of 23 for data collection and analyzing of a resolution project labeled PROJECT FIX IT
• Provided individual training and involved in reporting for work appraisals for new hires
• Worked in Business Process Improvement BPI project to attain higher Customer Satisfaction Rate

Confidential

Tech Support Executive

Responsibilities:

• Provided live technical support for our customers in the Confidential
• Handled Escalated Calls in the Windows Technical Support wing of Confidential Online Member Services
• Monitored and gave feedback on regular audits of live calls to the newbie's in the team

Confidential

Software Engineer

Responsibilities:

• Developed and tested Bulk Mail Management System for International client, JMJ Distribution Services Pte Ltd, Singapore to organize and ease the operational activities of mailing service like printing and scan mailing labels and to keep track of the mails
• Developed and tested Integrated Inventory and Financial Management System IIFMS to maintain the operational activities of an electronic equipment Showroom
• Developed and Implemented Medical Lab Management System for a Local Client, Tripura Medical Center, Visakhapatnam
• Involved in the development of various website for the Clients of Vizagbusiness.com using web technologies such as, Dream weaver, Flash, ASP, VB Script etc.
• Assimilated data from the client, analyzed and developed the content of the web site, design, development and implementation of the site