System Administration

RAJEEV

***** ******** *****, *** *****, CA ****************@*****.***

EDUCATION

M.S. in Information Technology – Southern New Hampshire University 3.87/4.0 Oct. 2016

TECHNICAL SKILLS

Programming Languages

Perl, Python, JavaScript

Technologies

HTML, XML, ITIL, ITSM, Agile, SDLC

Database

MySQL, SQL

Applications/Tools

ServiceNow, Assure Now, Wireshark labs, Eclipse, BlueJ, MS Office, Visio, Microsoft Project, Crystal Report, EHR, EMR, DBMS, RDBMS, SharePoint

PROFESSIONAL EXPERIENCE

H & R Block San Diego, CA

Technical Support Specialist Nov 2017 – Mar 2018

Understanding office/franchise needs and utilize software solutions/personal knowledge to identify possible resolutions

Provide technical support by communicating via phone, email, and chat with internal and external customers

Follow established procedures to handle inquiries and resolve concerns to ensure customer satisfaction

Handle user communications using incident handling, escalation, dispatch, quality measurement procedures, and work instructions

Developed and maintained the Technical documentation, Reports

Experience in testing and documenting the implementation of software modules that enhances application functionalities and user’s experience.

Managed tickets in ticketing system and the Helpdesk system. Escalate tickets to Systems Analyst appropriately.

Ericsson Plano, TX

Integration Engineer Mar2017– Sept. 2017

Provided ServiceNow Administration, configuration/customization assistance including workflow administration, report setup, data imports and provided day-to-day administration of the ServiceNow instance

Designed and developed client scripts, business rules and Java scripting

Worked to create landing pages and theme pages in SERVICE PORTAL using Angular JS, HTML, and CSS

Worked closely with business owners to gather requirements, document it technically and design architecture

Assisted with QA/validation testing when there are software upgrades, workstation updates, and any other system changes to verify proper functioning of upgraded components.

Experience with using statistical analysis software, including Python, Simi, R, SAS, Minitab, MATLAB, Stata, or SPSS

Developed different functions that uses CSV library to manipulate and extract data from Netcool CSV files and import into database

Created a Script to call API to discover devices, devices health metric, interface metric, and connection status check

Kinectra LLC. Irving, TX

ServiceNow Business Analyst Aug 2016 – Mar 2017

Worked on various modules of ServiceNow like Incident management, Change management, and Problem management, Asset Management, Service Catalog, User Administration, and Reporting.

Created Service Catalogs that includes different Variables, UI Policies, UI actions and Workflow Activities.

Participated in process designing sessions and documented process flows.

Evaluated and documented business processes and functional requirements.

Implemented information flow analysis for various business streams.

Designed and formulated application requirements and test conditions.

Executed sprint planning and business estimation services with developers.

Integrated tools with ServiceNow applications utilizing Mid server and email technologies.

Assessed individual asset’s returns and compared them with the market return/ performance

Moved data in and out of an instance using update sets, import sets and transform maps

Rajshree Hospital Indore, India

Business Analyst Jan 2014 – Jun 2015

Worked closely with IT personnel and business partners to identify and maximize opportunities to improve products services and program business processes.

Reviewed, analysed and created detailed documentation of business systems and user needs, including workflow, program functions and steps required to develop or modify application programs.

Assisted in developing and maintaining business & financial reports and IT work/databases which was required to support the various lines of business and specific projects.

Consulted with IT Personnel to determine business, functional and technical requirements for specified applications.

Developed effective reporting tools for the business unit and completed existing projects from original concept through final implementation

Organized chart-holding facilities and assisted in training staff. Assisted various projects from start to finish through the SDLC process.

Monitored and controlled job cost process and tracked expenses, increasing sales and profits by thirty percent.

Participated in Code Reviews, System Testing and UAT followed by production verification, post production testing and support

Interviewed business clients to analyze their business requirements and recommend and design technological improvements to their business processes and operational procedures.

Led project teams, internal and external, to achieve project defined milestones and deliverables.

PD Hinduja Hospital Mumbai, India

Healthcare Analyst Jul 2013 – Dec 2013

Collaborated with the mentor to learn various Human Resource Department activities such as manpower planning, recruitment, selection, compensation and salaries issues and policies of the organization

Assimilated about activities such as Training process, personnel transfer and movement, employee development and administration

Presented daily progress report of the team project to manager

Documented the types and structure of the business data

Analyzed and mined business data to identify patterns and correlations among the various data points,

Designed and created data reports and reporting tools to help business executives in their decision making,

Performed Statically analysis of Hospital Data

Maintained and review EHR application workflows and work with HIT Systems Analyst to optimize workflows

CHL Hospital Indore, India

Hospital Administration OCT 2012 – Jun 2013

Performed duties of Hospital Administration including department oversight and functioning as the hospital administrator-on-call.

Created and delivered staff trainings on topics such as customer service and client education around Wellness Plans, preventive care, pet health needs.

Developed training curriculum for new hire orientation with HIT Systems Analyst and update it whenever needed.

Managed hospital marketing campaigns and seasonal promotions.

Responsible for clinic financials; processed A/R and A/P.

Documented formal workflows, for EHR and incorporate it into the training curriculum for clinical operations.

Responsible for support staff schedule and coverage

Prepared and submitted payroll and bank deposits.

Processed health and retirement benefits for all staff.

Perform activity audits and user access audits

Held regular team meetings to communicate business goals and updates.

Supply ordering, and inventory management, maintaining acceptable hospital audit scores.

Successfully addressed patient complaints and issues of risk management.

Worked closely with all members of the administrative staff.

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