Project Management Software Support

Anuprita Khaladkar

Santa Clara, California 669-***-**** *******************@*****.*** LinkedIn URL

Service Desk Operations Project Management Software Support

Accomplished ServiceNow Engineering professional with outstanding experience in IT Service Administrator & Developer, Client Service, ITIL, ITSM, and Team Management. [Here you can add 1-2 statements that will customize your resume to show how your experience and skills align with the desired qualifications in the job you apply for].

Core Competencies: Software Support Customer Support Risk & Compliance Database Management Requirement Gathering Service Portal Agile Development Incident Management Problem Management Team Building and Management

PROFESSIONAL EXPERIENCE

Capgemini, Texas Technical Support Analyst Jul 2022 - Present

Served ServiceNow and Salesforce Administrator with expertise in Oracle Service Cloud, specializing in ticket management and escalation.

Proficient in Technical/Application Support, adept at documenting ongoing issues and conducting Root Cause Analysis.

Collaborated effectively with customers to identify functional requirements and devise technical solutions.

Handled web-based applications and related technical knowledge, including SQL queries/scripting, MS Office, and resolving browser issues.

Skilled in managing ServiceNow ticket flow and Salesforce administration tools, along with Oracle Service Cloud.

Excelled in object and field creation, flows, validation rules, and layout customization, as well as the creation of custom dashboards, reports, and automation.

Maintained and enhanced existing configurations, streamlining system processes, reviewing requests from various departments, prioritizing tasks, and proposing solutions that align with the system's overarching structure.

Delivered Salesforce training to new users and provided on-call support for both internal and external customers.

LOGIvention Technology.Pvt.Ltd Admin/Developer-ServiceNow Platform Jun 2021 - Jun 2022

Collaborated with ServiceNow to address functional requirements for CMS.

Key role in the successful execution of multiple projects like ServiceNow Development/ServiceNow Core Configuration.

Led a team of 3 offshore developers in customizing the ServiceNow tool to meet the client's requirements, covering core configuration for Incident, Change, and Problem Management, ServiceNow ITSM development, Service Catalog Request creation, CMS frame design, LDAP integration, and security management.

Successfully handled various vital projects, involving Omni Food Udemy, Smarter Work Management System (SWMS), Ecops System, and Computer Institute Management System.

EDUCATION

Diploma in Computer Science Engineering - Maharashtra State Board of Technical Education, Mumbai, India

Bachelor’s in Information Technology Engineering - Savitribai Phule University, Pune India

Published Author: Amazon: Web Design with HTML CSS JavaScript and jQuery Set for Beginners by Jon Duckett

Certifications

ServiceNow System Administration Certified

Software Testing, Selenium WebDriver - Java, REST API Testing (Postman Tool)

Technical Skills

Version Control: Git, GitHub

Languages: Core Java, Shell Script, C++, SQL, .NET, PHP, HTML, CSS, XML, Perl, PowerShell, AngularJS, AJAX, React JS, Manual Testing, Automation Testing

Tool: ServiceNow Platform

WEB: JavaScript, HTML, CSS, jQuery, PHP, Bootstrap (Framework)

DATABASE: MySQL

Development Tools: Eclipse, Eclipse, Splunk, XCode, Android studio

Operating Systems: Linux, Windows, iOS, oracle 10g

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