Service Management

Shelby Mathews +* -773-***-****

shelbymathewsmundattil@g

Mundattil House, mail.com

Vazhakulam P O,

Muvattupuzha - 686670,

KL, India

Employment

Senior Software IGATE Global Solutions Nov 2011 - March 2015

Engineer

Having 3 years of IT experience (includes 29 months hands on experience in

Service-Now and 6 months on Java) after underwent a training of 4 months in

J2EE technology and successful completion of L1 certification.I had completed

the ITIL -Foundation certification.

Education

S.No

Institution

Degree/ Examination

Year of passing

Percentage

1

Viswajyothi College of Engineering and Technology, Kerala, India

Mahatma Gandhi University

May 2011

77.25

2

SNDP Higher Secondary School, Muvattupuzha

State Board

April 2007

91

3

Nirmala Higher Secondary School,Muvattupuzha

State Board

April 2005

90

Technical Experience

Project: CIS Enterprise Systems (Aug2012 - March 2015)

Client: GE (General Electric Co.)

Technology: Service-Now

Key player in one of the largest Service-Now implementation which ranks in top 3

of Service-Now.

IT Service Management applications development on Service-Now platform to

automate the day-to-day corporate business processes.

Developing and supporting IT Infrastructure services like Service Catalogs,

Incident, and Design etc.,

Have extensive working knowledge in major modules like,

Incident Management

Problem Management

Service Request Management

Notifications

Roles and Responsibilities:

Working as a Developer and Consultant for Service Now Application

Interact with onsite person/ functional owner over phone to understand the

business processes and new requirements.

Deployment checklist and test case document preparation.

Performing unit testing and integration testing with other GDC developers for

the cross stream development projects.

Root Cause Analysis for the incidents and interruptions in process flow and

applying the best practice to improve the process.

Project Profile:

Incident & Problem Processes:

Have 6 months of experience in Incident and Problem processes

Have developed the end to end process for Incident & Problem Modules.

Define and Configuring SLA and Metrics for entire incident & problem processes.

Defining view and view rule's based on the requirement.

Developing and configuring Business Rules, Script Includes, UI Policies, Catalog

Client Scripts and Client Scripts, UI Action, Data Sources, etc.

Service Request & knowledge Processes:

Have 23 months of experience on enhancements for service request and Knowledge

processes.

Have done enhancement's in Workflow Modification, Form View, Security

Contextual, UI Action, etc.

Languages and Technologies

C; C++; Java; JavaScript; VB .NET; SQL; Oracle

Service-Now

Personal Details

Father's Name : Shaji Joseph

Mother's Name : Lissamma Shaji

D.O.B : 14th May, 1989

Contact Address : Mundattil House,Vazhakulam,Muvattupuzha,Ernakulam - 686670,

KL, India.

Location preference : Illinos

Pass Port : Yes

Contact this candidate