Mallika Bhupathiraju

*** * **** ** # **** Chicago IL 60611

773-***-****

ac9aio@r.postjobfree.com

PROFESSIONAL EXPERIENCE

Tata Consultancy Services, Hyderabad, India

System Engineer Aug 2015- Apr 2018

Interacted with the customer for requirement gathering, understanding requirements and translating them into technology solutions

Communicated with end users and identified their issues to solve technical problems and improvised the applications as per their requirements

Created Service Catalog items, designed workflows and implemented logic for Catalog approval/fulfilment processes of Service Catalog items

Analysed and developed service management processes for Incident, Problem, Change and Knowledge modules

Created and modified workflows and workflow scripts for Incident, Problem and Change management modules

Provided level 1 customer support of tickets assigned to the team

Created different User Interface Policies and User Interface Actions and created customizations using Catalog client scripts, business rules and client scripts

Loaded data from external files using import sets

Configured email in ServiceNow with SMTP for notifications of events

Documented design, process and user manuals for end users

EDUCATION

Jawaharlal Nehru Technological University, Hyderabad, India

Bachelor of Technology in Electronics and Communication Engineering May 2015

CERTIFICATIONS

ServiceNow System Administrator

SKILLS

JavaScript, HTML, CSS, ServiceNow, ITIL, Ajax