RAKESH VAJRAM

PH: 516-***-**** : ac00by@r.postjobfree.com

SUMMARY

8+ years of IT experience in analysis, design, development, testing, implementation as a developer and administration of ITIL processes.

5+ years of experience as a Service-Now suite developer and administrator.

Excellent expertise in developing and maintaining service catalog items.

Expertise on creation of workflows for Service Catalog items in Service-Now.

Configuring LDAP for user imports.

Direct hands on experience on various IT Services of Service-Now tool like Service Catalog Requests, Asset Management, Configuration Management, Service-Now Administration, Incident and Problem Management, Knowledge Management, Project Portfolio Management (PPM), Reporting, Gauges, Integration with Web Services

Service-Now Administration and Production support including maintenance of lower life cycle instances.

Good knowledge in Business rules, activate plugins, manage data with tables, Import sets and Update sets, Control system access and data security, Control access to the application and its records.

Good understanding of object oriented analysis design and application development.

Working experience on CA ITCM, Spectrum and SCCM integrations with UAPM and CMDB.

Customizations for CA Service Desk and CA ITPAM.

Generated JavaScript’s to create Business Rules, Client Scripts, UI Policies and UI Actions.

Deployment Automation and Software delivery using Shell scripting with tools like DSM and ITCM

Working experience of various phases of SDLC such as Requirement Analysis, Design, Code Construction and Test.

Hands on experience in web development using HTML, JavaScript and CSS.

Extensive experience in IT Operations Management (ITOM).

Extensive knowledge of Front End Technologies: JSP, HTML, JSTL, DHTML, JavaScript and CSS, XML, XPATH, XSL, XSLT

Experience working for Service Now ACL.

Worked with Orchestration to automate New Hire process to create AD account, Email Account and other application access.

Proven record of providing outstanding customer service, talented relationship developer, self-motivated who seeks challenging opportunity in Service Now ITSM platform development, support and management.

Strong experience in the Service Now suite development including SOAP/REST integration, Web services, Discovery, Workflow, CMDB.

Automated common business processes, the integration of “ Service Now” and "Orchestration for Cloud Services"

Experience working in a mature organization and understands how to operate policies and procedures

Strong team player, ability to work independently and in team as well, ability to adapt to a rapidly changing environment, commitment towards learning, Possess excellent communication, project management, documentation, interpersonal skills.

Web Services/ SOAP Integrations.

TECHNICAL SKILLS

ITSM Tools: Service-Now, ITSM Suite, HP Service Manager, HP Asset Manager

Languages- C, C++, Java, J2EE, HTML, XML, JavaScript, SQL

Databases- Oracle 10g, SQL Server 2005

Application Servers- IIS 5.0, Apache, Tomcat, Weblogic

Operating Systems- Windows 7, Windows 2008/XP, UNIX

PROFESSIONAL EXPERIENCE

Quintiles, Durham, NC 09/2015 – Present

Role: ITSM Consultant

My Role was to design, development, implementation, integration, and management of technology solutions for Quintiles IMS IT Service Management platform. The project is mainly focused on Designing, implementing, and administration of an integrated support tools platform built primarily on Service Now but integrated with a variety of systems to provide a seamless enterprise support solution for the users.

Responsibilities:

Generated Buttons and content menus using UI Actions on forms and lists.

Creating scheduled tasks, monitoring the ticket queues and generating statistics

Involved in migration between various environments in Service Now using update sets and import sets

Worked with reporting in configuring Service Level Agreements (SLA).

Design and implement new functionality using Business Rules, UI Policies, and Access lists etc.

Worked on AWS Cloud Watch integration with Service Now.

Involved in creation of different Orchestrations in Service Now

Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, and CMDB in Service-Now.

Created data sources and loaded the Service-Now tables with different data formats.

Wrote shell scripts for automation and error handling scripts to catch errors and maintain log files.

Developed and managed applications, user interface, and 3rd party integration components

Worked with windows team, network team and Asset team to check for the data collected through discovery is accurate.

Managed access requests for Add/Remove/Modify of permissions to ensure compliance with required training and related security policies.

Design and develop solutions within the Service-Now environment to include modifications of applications.

Reconcile issues on the phone such as: ADSL, LAN and WAN issues, Web-based emails, routers, switches, access points.

Created notifications based on user requirements and configured inbound email actions to create incidents or requests.

Used Bootstrap framework for the development of responsive pages for desktop, mobile UI, iPad, iPhone and android enabled devices.

Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.

Manage and deploy loaner computer and mobile devices, including responsibility for selection of devices.

Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates.

Involved in Building of Notifications Filters with Conditions.

Strong working knowledge of various Service-Now components such as Service Desk, Change Management, Incident Management, Asset Management, Problem Management, CMDB, Knowledge Management, Mobility and Service Request Management.

Imported Configuration Items (CI) from third party applications using import set tables.

Experience in Configure alerts and notifications.

Designed email templates by using html and jelly scripting and used them in notifications.

Worked on integrating Service-Now with tally for obtaining the order information.

Provide advanced support for Service-Now by troubleshooting a variety of difficult software problems, implementing bug fixes and performing root cause analysis.

Knowledge on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (Web services, SOAP, Email, MID server).

Environment: CMDB, Service Now. Java Script, JSON, jQuery, Prototype, Web services, SOAP, SQL, XML, HTML, AJAX.

Fiat Chrysler, Auburn Hills, MI 06/2013 – 08/2015

Role: Senior Service Now Developer/Admin

Description:

Fiat Chrysler Automobiles, also known as FCA, is an Italian-American Multinational Company, Currently the world's seventh- largest auto maker. FCA is a global automotive group with operations in 40 countries serving the needs of customers located in around 150 national markets worldwide.

Responsibilities:

Involved in analysis of end user requirements and business rules based on given documentation and worked closely with tech leads and Business analysts in understanding the current Service Now system.

Developed solutions in the service-now platform that are ITIL V3compliant and defined business solutions for ITIL users.

Designed and implemented new functionality using UI Policies and Data Policy.

Developed front-end UI pages and necessary backend classes to support data access and user authorization.

Designed many email templates by using HTML, XML and Jelly Scripting and used them in notifications.

Responsible for creating various workflows for Incident Management, Asset Management, Change Management, Service Requests and SLA's.

Has been part of end user self-service portal management.

Involved in design & development of web based application like Employee-Self-Service Portal (ESS) to give user to access their personal records & Payroll details.

Worked on creating users, roles, groups and load the data to service-now objects using import sets on daily, weekly, monthly and on request basis.

Responsible for creating homepages including basic reporting, gauge configuration and dash board presentation.

Worked on the things related to Service Now Automation, CMDB population, Security & Roles

Generating weekly reports and metrics for IT management.

Documented business processes, functional requirements and conduct information flow analysis and process modeling within and across multiple business streams.

Involved in production support for all the Service-Now related issues.

Worked with database team for designing, developing, implementing & supported QlikView dashboards.

Troubleshoot and resolve incidents related to mobile device connectivity to the network and synchronization with the company's email and calendar environment.

Exposure to new plugins like Incident Alert Management, Orchestration and structured problem analysis. Automated a process to create secondary device on user profile and send out text messages when an Incident Alert is created.

Designed the layout, CSS, dynamic content for the End User Self-Service Portal design.

Environment: Service Now Eureka/Dublin, Windows 11, HTML, CSS, XML, Jelly scripting, UNIX.

Radius Bank, Boston, MA 10/2011 – 04/2013

Role: Service Now Developer/Admin

Description:

Radius Bank is an innovative, full-service bank with clients nationwide, provide products and services for a wide range of clients, including individuals, commercial, middle market and small businesses, union organizations and their members, pension funds, municipalities, and not-for-profit organizations.

Responsibilities:

Created functional and technical specifications documents for various Service Now modules.

Built forms from scratch along with advances customizations at the level of UI Macros/UI page as per the complex requirements.

Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service Now.

Created Business Rules using server side scripting (Glide Record, Glide Element and Glide System). Integrated Service Now with LDAP for authentication and authorization.

Good knowledge on Single Sign on and event based integrations.

Worked on integrations using Web Services, JDBC.

Development of Service catalog which includes creating new catalog items, designing workflows and execution plans.

Involved in migrating code between different environments using update sets.

Worked on CMDB from the scratch.

Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, and HTML.

Configured multiple forms for Asset module using Configuration Management Database.

Worked on change management module by enhancing the tool to the stakeholders and made it easy to understand.

Resolving typical user's access and roles issues by checking active directory and users table.

Creating database views to pull the reports on variables which are being used by catalog items.

Created Incidents, Problems and Service Requests for supported applications.

Writing Catalog client scripts and UI policies to make client side changes.

Creating the UI pages to use them in catalog items, implemented using UI scripts.

Experience in configuring email notifications in Service Now.

Re-designed workflows using workflow editor, reconciled complicated workflows to simpler form.

Environment: Service Now, JavaScript, XML, HTML5, jQuery, DISCOVERY.

Data Systems Limited, Hyderabad, India 06/2009 – 08/2011

ITIL Consultant

Responsibilities:

Providing On call support for highly critical issues outside the office hours.

Bug fixing of Service Manager and Asset Manager different versions.

Setting up customer system on our lab systems. Did for Boeing and Thomson Reuter.

Most of the work involved in exploring the code and understanding the logic in customer environment.

Used to interpret exceptional (boundary) cases and handled them appropriately.

Participated in post-incident Problem management processes to identify the root causes of issues, and then develop plans to remediate issues.

Developed moderately sophisticated database queries to extract data from various tools, filter and transform the data (pivots, etc.) and visualize data for reports and presentations.

Environment: Service Center 6.2, Service Manager 7.11, BMC Remedy, Windows XP.

NIIT Technologies, Hyderabad, India 07/2008 – 05/2009

Production Support Engineer

Description:

The aim of this particular project was to provide support to British Airways customer environments.

Responsibilities:

Providing On call support for highly critical issues outside the office hours.

Bug fixing of Service Manager and Asset Manager different versions.

Setting up customer system on our lab systems. Did for Boeing and Thomson Reuter.

Most of the work involved in exploring the code and understanding the logic in customer environment.

Used to interpret exceptional (boundary) cases and handled them appropriately.

Participated in post-incident Problem management processes to identify the root causes of issues, and then develop plans to remediate issues.

Integrated Asset Manager with other application using Web services.

Good hand on experience in creation of new action, wizard, and workflow.

Worked in Portfolio module and Software Asset Management modules.

Worked on and worked on creation/modification of reports and procedure using PL SQL in Crystal report designer.

Developed moderately sophisticated database queries to extract data from various tools, filter and transform the data (pivots, etc.) and visualize data for reports and presentations.

Environment: Service Center 6.2, Service Manager 7.1, Windows XP.

EDUCATION

Bachelor of Engineering in Information Technology (2007), JNTU India.

ITIL CERTIFICATIONS

ITIL® Foundations Certification in IT Service Management (ITILF)

Certified Service Now Administrator

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