Service Management
Resume:
Name: Vinay
Email: Phone: 512-***-****
Professional Summary
7+ Years of IT experience in Software Design, Development, Analysis, Testing and Implementation.
3+ years of hands on experience in providing ITIL and IT Service Management Solutions in IT Infrastructure with expertise in the ITSM suite (Service-Now)
End-to-End Development and Customization of Incident/Problem and Change management applications per ITIL and Invesco's processes and policies
A ServiceNow Technology Analyst with experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes
Gathering requirements and converting BRD’s into technical requirements. Created design patterns & implementation plans for ServiceNow enhancements.
Design and engineer solutions leveraging all appropriate components offered by Service-Now to answer the needs for business workflows, ticketing or other ITSM requirements.
Developing JavaScript and configuring Workflows to implement additional features, customizations and enable the process flow.
Post roll out production Support. Experience of handling Bug Fixes and Enhancement requests
Experience in configuring the Incident Management, Problem Management, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB
Expert in Designing, Developing, Maintaining, and Optimizing the Universes using Designer module
Experience interfacing with stakeholders, System Analysts, Senior Management with excellent communication and interpersonal skills.
Configuration, Web Services, Catalog client Scripting, SOAP, Developing complex workflows
Strong experience in T-SQL, Stored Procedures, Triggers, and Packages
Expertise evaluating the performance of SQL statements and PL/SQL modules
Experience in performance tuning, identify, and resolve performance bottlenecks at various levels like source, target, mappings, and session.
Implemented Grid Control monitoring system for very large environment to monitor Oracle database, UNIX servers other middleware servers
Set up notification for performance bottleneck and failure of services.
Experienced in handling large database of 200 TB of Oracle ERP database
Upgrade to Oracle eBusiness Suite release 12.1.3
Maintaining APPS using the AD Utilities like: adadmin, adpatch, admrgpch, adctrl, adsplice
Licensing the application modules using OAM License Manager
Installation of Oracle E-Biz R12.2 preferably financial modules
Installation of Oracle E-Biz R12.1/12.0
Oracle Warehouse Builder (OWB) Installation
Implementation of Enhanced Security for Oracle EBS Database
Oracle 11i/R12 eBusiness Suite:
Oracle 10g/11g BI Discoverer integration with EBS
Database upgrade, patching, platform migration, and data center migration
Oracle Standby databases and Oracle Data Guard setups
Real Application Clusters (RAC) and ASM
Database cloning using Active DB Duplicate
Hot and cold backup plans using Oracle Recovery Manager (RMAN)
Technical Skills
Specialties
ServiceNow, Oracle Apps
Languages
C, C++, Java, Java, SQL, PL/SQL, XML, HTML, CSS, AJAX
Scripting Languages
JavaScript, Jelly Script
Database
Oracle 10g/ 9i/8i, MS Access, MS SQL Server 2000/2005, CMDB
Database Tools
TOAD, SQL*Plus10g/9i
Web Technologies
XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script.
Operating System
UNIX, Linux and Win9x/NT/2K/XP
Packages
MSOffice (Word, Access, Excel Outlook and PowerPoint)
ServiceNow Trainings Attended:
Service Now Scripting
EDUCATION:
Bachelor of Technology in Electronic and Communication Engineering, Jawaharlal Nehru Technological University, India
Professional Experience:
Client
AT&T
Location
Richardson; TX
Role
ServiceNow Developer
Duration
December 2013– Present
RESPONSIBILITIES:
Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment
Implemented, documented and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
Utilized Java Scripting in Business Rules, Client scripts, UI Policies and UI Actions to deliver solutions that automate and audit business processes to customize the instance as per Business needs
Involved in working with process owners to develop workflow, implement the workflows in Service Applications and administer the tools and enhanced requests by java script.
Customized UI Appearance for Problem and Change Management Application which is simple, intuitive and easy to use,
Setting up Change Management along with Advanced Risk Assessment Calculator (on a script include level).
Configuration of Email Notification and Alerts to notify users about specific activities in the system such as updates to Change and Problem requests.
Responsible for access control, security, minor enhancements such as form or workflow editing, and UAT/Regression testing of any development.
Responsible for maintaining and growing data held within Service Now such as our users, locations, configuration items, service catalog items.
Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
Extensive development in our Service Now platform including creation and customization of our Incident, Request, Service Change, Service Level, Knowledge and Configuration (CMDB) applications and processes
Responsible for gathering requirements and customizing Business Service Catalogs for AIG organization from the scratch.
Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations, and Templates
Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
Manage and coordinate activities during the overall ticket life cycle in Incident and Problem Management
Performing quality assurance testing and user acceptance testing.
Responsible for preparing design level, Program-level and user-level documentation.
Created Procedure guidelines used in supporting Technology and Application issues.
Use business analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
Client
Equator Financial services
Location
Plano TX
Role
ServiceNow Developer
Duration
August 2011 – November 2013
RESPONSIBILITIES:
Implemented, documented, and maintained the Service-Now platform to meet specific business needs to support ITIL and business processes.
Created reports, workflows, data imports for Incident, Problem, Service Request, and Change Service Now modules
Responsible for gathering requirements and customizing for CTI integration for organization from the scratch.
Worked with team on OKTA integrated configurations SSO using SAML 2.0 version project environment
Created and Maintained foundation data - User Accounts, Approvers, Support Groups.
Create new service catalog requests and items with variables
Developed UI Appearance for Service Catalog Requests
Create, monitor, modify, and publish service catalog workflows with approvals
Designing, configuring and customizing new applications and modules.
Assisting in troubleshooting patch / release management issues.
Build reports, gauges, and home pages.
Create and use update sets to move customizations between systems.
Search, populate, and customize the knowledge base.
Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs
Developed operational requirements documentation and train operational staff to maintain solution.
Configuration of Email Notification and Alerts to notify users about specific activities in the system
Use Business Analysis skills to directly interface with customers to design and build applications that meet business goals and objectives.
Client
Kinetic Concepts Inc.,
Location
San Antonio; TX
Role
Oracle Apps DBA
Duration
March 2009 – June 2011
RESPONSIBILITIES:
Performed database upgrade from 9.2.0.7 to 10.2.0.4
Installation of Oracle Apps 11.5.9,11.5.10 and Release 12 on Linux, Solaris and HP UX platforms (Single node and Multi node install)
Pre Patch Analysis and application of one off patch, Tech stack patches in Single and Multi Node
Engaged in various sys admin activities like creating users, responsibilities, assigning responsibilities to users, Defining new concurrent managers and administering concurrent managers.
Involved in R12 upgrade from 11.5.10.2
Day-to-Day maintenance activity of oracle application like Patching, Cloning, Monitoring and troubleshooting technical issues
Performed upgrade of Discoverer 4i to 10g
Regular database activities, backups monitoring, issues resolving and cloning
Maintaining Database backup and recovery process through RMAN
Performed number of schema refreshes from production to test to dev using exp/imp.
Performed and Involved in numerous application and database tuning assignments on Oracle Applications, legacy, custom and third party systems.
Installed and configured an Oracle Applications Release 11i (11.5.10) environment with Oracle database 9i Release 1 (9.2.0.5).
Installing and maintenance of Oracle Applications 11i on Windows NT/2000 and Sun Solaris
Creating Test environment through cloning production environment for developer to test on live date.
Cloning of application and the database by using Autoconfig.
Coordinating with Oracle Technical assistance Team to resolve any issue relating to ERP
Using AD utilities to maintain applications by compiling Apps Schema, Maintain Application Object menu, maintaining snapshots of the application using admin and adpatch utilities for application of patches.
Configuring notification mails from application to send it across to the user Inbox in Microsoft exchange for users for Purchase Orders and Quotation approvals as per the hierarchy set in the application.
Configuring and setting printer setting and printer style for check Printing and other application Program
Implemented and supported on various modules such as Financials, MFG, CRM,AR, AP, GL, QA, PO, and INV
Validated different accounts and performed transformations in financial module using Financial Accounting Hub
Troubleshooting of Oracle self Service Web Applications.
Involved in Frequent Monitoring of alert log, system log, for information or errors and resolve the same based on the logs
Monitoring database for fragmentation and de-fragmenting of tables.
Reorganization of the tables, table space Refreshing development database from production for testing
Online / Offline backup of database using the archive logs and the sun operating system backup using at command.
Planning and Administration of backup and recovery strategies and Involved in the Disaster recovery Plan in the event of database crash to recover without any loss of any data.
Implementation, Upgrade and Support of Oracle 10g Applications server and Database.
Performance tuning of Oracle database, Applications and queries.
Environment
Red Hat Linux 4/5, SUN Solaris 9, HP-UX 11i v1 (B.11.11), Oracle 8i
(8.1.7), 9i (9.2.0) & 10g (10.2.0), Oracle Applications EBS 11i/R12,
Oracle 9i & 10g RAC, TOAD, Developer 6i.
Client
Notus Soft Solutions
Location
Hyderabad; India
Role
Oracle Apps DBA
Duration
May 2007 – Jan 2009
RESPONSIBILITIES:
User management and work as part of a team and provide 24x7 production support of type on-call operations.
Supported and administered oracle discoverer 10g to resolve performance and other user issues
Worked with Oracle On-Demand to successfully upgrade Oracle Applications Database from 10.2.0.2 to 10.2.0.4
Worked closely with technical, functional teams and Oracle Support to troubleshoot and resolve issues during upgrade.
Performed maintenance tasks like Purging Concurrent manager log files, Gather schema statistics
Handled weekend, nighttime, and holiday outages with focused effort to minimize downtime.
Implemented and supported AP, GL, AR, PO, HRMS modules.
Responsible for support, upgrade and maintenance of Oracle Applications 11.5.5.on Linux and Solaris(version 8) operating systems
Provide regular status reports and support/maintain project plans.
Cloning Oracle Apps instances (11.5.5, 11.5.9) multiple times using Rapid Clone utility.
Applying patches (family packs, mini-packs), install new products.
Extensively used Oracle AD utilities on a day-to-day basis.
Enabling autoconfig for Oracle Apps Instances.
Managing forms server, forms metrics server, Apache web server.
Provided on-call support for production applications.
Administration, maintenance, and tuning of concurrent managers, monitor operations, schedule and purge requests.
Troubleshooting & Diagnosis of Sysadmin activities (including User management, Concurrent Manager Admin, APPL_TOP Management, Schema Analyze, Report/forms server management).
Responsible for research and installation of Critical patch updates every quarter.
Use FNDCPASS to change APPS, APPLSYS and other application schema passwords.
Migrating objects from Test to UAT and UAT to Production, representing changes as necessary in Change Management.
Responsible for creating automated scripts and setting up jobs in Autosys and crontabs.
Strong understanding of the Oracle technology stack and architecture for Oracle Applications.
Perform instance monitoring, analysis, debugging, and tuning.
Design procedures for business continuation planning (daily backup and recovery as well as backup integrity checks) as required by system-availability agreements for each application.
Recovery of Database (Recovering from Media Failure, Recovering tables dropped accidentally, Recovering data files, Recovering from Block Corruption).
Monitoring of database objects like rollback segments, temp segments and table spaces.
Automated the process of analyzing tables.
Environment
Oracle 10g/9i/, OEM (Grid Control), PL/SQL, RMAN, Data pump, SQL*Loader, Sun Solaris, RedHat Linux, Windows.
Contact this candidate