Service Management

Vikrami Kanchanwala *******.***********@*****.*** 832-***-****

Professional Summary

Professionally qualified Architect/Engineer with years of experience in Business Service Management (BSM) solutions and ITSM Suite implementation. Subject matter expert for IT service design, service tools, and IT operations. Knowledgeable in service management best practices based on ITIL standards. A proven performer with a strong track record of success in evaluating, designing and implementing different ITSM and SCM tools like ServiceNow, IBM SCCD, SVN, Clearcase.

Vikrami’s expertise and skills includes the following disciplines:

•Building Business Service Management (BSM) and Configuration Management solutions from design through implementation.

•Evaluating different Tools for enterprise software development needs and help management take decisions and efficiently managing the tools.

•Professionally trained and mentored client staff on usage of ITSM and SCM tools like ServiceNow, IBM Smart Cloud Control Desk (SCCD/Maximo), CLEARCASE, SVN, Git-Hub, Hudson, CLEARQUEST, JIRA.

•Experienced in developing and delivering Business Continuity & Disaster Recovery plans for multi-tier applications.

•Proficient at understanding and adapting new technologies, applications, and the processes required to implement these technologies into existing organizations while at the same time levering current infrastructure.

•Excellent interpersonal, collaboration and problem-solving skills; known for versatility and ability to multi-task high-level priorities, outperforming expectations under pressure/ time constraints.

•Ability to utilize or customize Open Source applications to provide low cost alternatives to costly enterprise applications.

Technical Skills

Operating System : Windows 95/98/XP/NT/2008, Solaris UNIX, DOS

ITSM Suite : ServiceNow (Geneva, Fuji, Eureka,Helsinki), IBM Smart Cloud Control Desk

SCM Tools : Rational Clear-Case NT/Unix, SVN, Git-Hub, JIRA

Build/CI Tools : Clearmake, Hudson, Jenkins, Make, ANT

Languages : Java scripting, Perl scripting, UNIX Shell scripting, C

RDBMS : MS Access, MySQL

Professional Certificate

•ServiceNow System Administrator -- 01005860

Education

Masters in Supply chain Management, Illinois Institute of Technology, Chicago 2011

Professional Experience

Lead Technologist (Jan 13 - Current)

Sears Holding Corp; Hoffman Estate, IL

As Lead Technologist at Sears Holding I was involved building Business Service Management (BSM) solutions from design through implementation. Partnered with business units, engineering, applications, and operations teams to deliver IT services, service tools, and business value at the best cost.

Responsibilities:

•Oversee the production support provided for all tools within the IT service lifecycle

•Upgraded from Eureka to Helsinki (UI 14 to UI 16 )

•Configured and implemented ServiceNow with various modules including Change Management, Incident Management, Problem Management, Knowledge Management, Service Catalog, Configuration Management (CMDB), Reporting, LDAP, SSO, MIDs, Email inbound, and Integrations.

•Lead discovery sessions with program stakeholders to collect key requirements for ServiceNow.

•Develop solutions including creating, testing, and implementing workflows and update sets within ServiceNow.

•Configure and maintain Forms, Lists, Views, UI Policy, UI Scripts, UI Actions, View Rules, Welcome Page Content, Map Pages and other UI elements for all currently installed ServiceNow modules.

•Assist in the staffing of future associates for the Business Service Management team.

•Create and maintain a comprehensive dashboard report identifying and trending all key performance indicators (KPI’s)

•Develop the Business Continuity & Disaster Recovery plans for multi-tier applications.

ServiceNow Consultant and Developer

Motorola Solutions; Schaumburg IL (Mar 11- Dec 12)

As ServiceNow Consultant I was involved building Business Service Management (BSM) solutions from design through implementation.

Responsibilities:

•Service-Now consultation and implementation.

•Working with and functional requirements within ServiceNow for CMS, Catalog Management, Incident, Web services and interfaces

•Working with process owners and business stakeholders to translate business requirements into functional requirements within ServiceNow and proposing resolution and design suggestions

•Facilitating rollout of new applications and modules.

•Application UI Configuration

•Scripting and advanced conditioning

•Documentation of changes and new development as technical and functional specs.

•Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.

•Service Catalog and Request Workflow Design and Configuration.

•Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.

•Created various workflows for Incident Management, Change Management, Service Requests and SLA's.

•Working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML and XHTML.

SCM Engineer/Release Engineer (Oct 09 – Feb 11)

McData Corporation – Lumberton, NJ

As a Software Configuration Engineer at McData I was involved in all the Software Configuration Management aspects of Software Releases for many different product lines. During this period effectively played two different roles such as Clear-Case Administrator and Build/Release Engineer.

•Designed CM processes and policies with approval of development and other affected teams.

•Developed and delivered training for supporting team for different SCM Tools like Clearcase, SVN etc.

•Implemented Clear-Case for configuration control and assisted setting up project policies with Perl scripts

•Assisted in recovery of a catastrophic disk failure in a critical vob.

•Performed upgrade and tuning on ClearCase environment.

•Enforced development policies using Clear-Case triggers and other metadata.

•Migrated various artifacts from Clear Case to Subversion

•Implemented and supported Subversion, JIRA.

•Managed product baselines, and assisted users to merge streams.

•Performed source code merges between different releases, especially for third party source code.

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