Customer Service Management

PROFESSIONAL SUMMARY

Over ** years of experience in the field of Information Technology with on demand IT Service Management.

Over 8 years of experience as a Service-Now Solution Architect, Developer and Technical Consultant.

Experience in Design, Implementation and Configuration of various applications and modules of ServiceNow.

Working Experience of various phases of SDLC such as Requirements Analysis, Design, Code, Testing and UAT.

Prepared various documents like Functional Specifications Document and Design Document.

Pursue a proactive approach to problem solving. Worked in challenging and highly paced environments

Work effectively with others in a team environment. Ability to multi-task

Strong verbal, written and interpersonal communication skills.

Served and Lead various projects.

Ability to communicate effectively to team members/stakeholders/process owners and Highly Customer service orientated

ServiceNow Highlights:

Expertise in technical implementation of various ServiceNow Modules and Applications such as Incident Management, Change Management, Problem Management, Knowledge Management, LDAP/Active Directory, SSO, Asset Management, CMDB, Virtual Agent, ATF, Service Catalog, ITBM (Demand Management, Resource Management, Project & Portfolio Management, Time Tracking, Agile (Enhancement/Defect)), Service Portal, Configuration Management and Asset Management.

Knowledge of Discovery, GRC

Well-versed with the different components of ServiceNow like Business Rules, UI Macros, UI Pages, Scheduled Jobs, UI Scripts, Script Includes, UI Actions, UI Policies, Notifications and Client Scripts, Workflows, AJAX scripting, Notifications and Reporting.

Performed integrations with external tools thru Plugin and REST and SOAP based API’s (using MID-servers) like LDAP/Active Directory, Splunk, Zenoss and Jira

Working knowledge of design and deployment of Service Portal including UI Pages, Stylesheets, Jelly scripts, Widgets.

Experience in conducting Requirement Gathering Workshops which includes ITIL process alignment and Design Workshops.

Lead a team of 10 people for Run Operations and Build for ServiceNow projects.

Certifications:

ServiceNow System Administrator

ServiceNow Implementation Specialist (CIS)

Advanced Java/J2EE Certified

Work Authorization Visa

H1B valid till December 2020 – With i140 approved copy

EDUCATION

Master’s in Computer Applications (M.C.A) from Bharathidasan University, India

PROFESSIONAL EXPERIENCE

Company: Computer Aid Inc Dec' 2017 to Till Date

Role: Sr. ServiceNow Technical Consultant

Client: Multiple Clients

Project Name: ITSM-ServiceNow

Environment: ServiceNow, JavaScript, Business rules, Client Scripts, Script includes, Apache Jelly, HTML, XML, Web Services, WSDL, SOAP, REST

Responsibilities:

Working in Domain separated environment by supporting multiple clients.

Gathering detailed Business and Technical requirements from customers, work on design and development of Incident/Problem/Knowledge/Change Management/ Service Catalog Item modules and Custom integrations using REST and SOAP. Working in AGILE based development environment and participating in Scrum sessions.

Experience with the ServiceNow application and specifically the modules relating Configuration items, and Change Management.

Per the requirements develop and customize Service Now applications using Business Rules, Client scripts, UI Policies, UI Actions, Jelly scripting, Script includes and Workflows.

Experience in creating, updating and maintaining CMDBs, and other asset/configuration management repositories in a complex IT environment

Worked on integrating multiple SCCM data sources data into single source to manage and maintain Global Restaurant CMDB data.

Design and implementation of solution for maintaining CI data integrity across the CI lifecycle with due consideration to the ITSM process like Incident, Problem and Change.

Build solutions around data certifications (if required) for maintaining CI sanity

Experience in identifying and tracking CIs, implementing change control and accounting for discovered/manual CIs in a complex IT system.

Managing CMDB health to support Assets and Configuration and CI relationships, as coming from discovered sources, manual sources from like relationship data from network team.

Reconcile solution of the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories.

Sanitize the data sources feeding the CMDB

Worked on multiple integration projects for McDonald that includes Digital Scan Remediation, Remediation as a Service, Enboarder Integration and Global Restaurant CI Mappings(vulnerability) using SCCM, REST technologies.

Retrieve data from 3rd party sources via partner gateway and import data in custom tables then trigger RITM requests for managing Vulnerability remediation management.

Involved in implementing ITBM Project and Portfolio Management that involves Demand Management, Resource Management, Timecard and Agile Development.

Worked on developing Catalog item using Product Catalog. Designed workflow using Flow Designer.

Company: Advance Solutions Corp Aug' 2016 to Nov ‘2017

Client: ServiceNow / AMEX GBT

Role: SN Solution Consultant

Project Name: ITSM-ServiceNow

Environment: ServiceNow, JavaScript, Business rules, Client Scripts, Script includes, Apache Jelly, HTML, XML, Web Services, WSDL, SOAP

Responsibilities:

Worked on Service Catalog items by implementing Order Guide functionality.

Transform functional requirements into detailed technical designs that represent actionable development tasks

Provide leadership and direction across the Configuration Management (CMDB), Integration, and Incident management and support Issues.

Prepare technical design of the ServiceNow CMDB to meet the current and anticipated scope

Communicate Stake holders and document technical challenges that come across CMDB workshops

Develops and manages transforms for bulk updates to the CMDB.

Worked on Knowledge Manager V3 migration

Configure Business Rule, Client Script, forms fields, views, UI Policy, Access control, Roles, Application and Modules

Implemented SLA configuration for Incident modules which drives state of work across GBT organization

Company: Mastech Inc Jan’ 2012 to July ‘2016

Client: Amgen/Johnson & Johnson

Role: SN Solution Architect

Project Name: ITSM-ServiceNow

Environment: ServiceNow, JavaScript, Business rules, Client Scripts, Script includes, Apache Jelly, HTML, XML, Web Services, WSDL, SOAP

Responsibilities:

Gathering detailed Business and Technical requirements from customer for development of Service Catalog Items

Implementation, Customization and Maintenance of ITIL modules such as Incident, Problem, Knowledge, Service Catalog, CMDB and Asset Management.

Personalizes and creates forms and fields, new applications, modules and labels, activates plug-ins, builds reports, gauges and homepages.

Develop and customize Service Request catalog items using complex workflow for SRM items for Physical and virtual Server

Created transform maps and transform scripts for importing and integrating CMDB data.

Develop and customize Service Request catalog items using complex workflow.

Worked on Identified and defined new Cis

Worked on CMDB Update catalog item that creates from Change request form

Worked on Lead time implementation for Change module

Worked on Knowledge management by updating existing workflow

Working on implementing LDAP/SSO/ADFS and Password Reset (Service Now Orchestration) functionalities for 3 different domains.

Sets up Service Level Agreements (SLAs) and update SLA workflows accordingly.

Worked on creating service catalog times that integrates with other systems

Involve in design, development, administration and deployment of Service-Now

Implemented Business Rules, Client scripts, UI Policies, UI Actions, Jelly scripting and Script includes to customize the instance as per Business needs.

Working in AGILE based development environment and participating in Scrum sessions.

Working on June/Aspin/Calgary/Fuji Patch 8/Geneva Patch 3 SN releases.

●End to end Development, Testing and Migration of code to PROD and Non-PROD environment.

●Prepare Detail design documents with Visio Flow diagrams

●Serve as Level 3 resource for ServiceNow application support. Coordinate with Level 1 and Level 2 support to manage customer issues and satisfaction

Company: L&T Infotech Sep’ 2010 to Oct’ 2011

Client: CiTI Group, Warren, NJ (http://www.citigroup.net/)

Role: Sr. Technical Consultant

Project Name: 1099 Cost Basis Reporting (Prime Finance)

The Emergency Economic Stabilization Act of 2008 included provisions for reporting cost basis information for each sale reported on Form 1099-B. Reporting obligations include adjusted tax basis and short or long term loss or gain.

Environment: Java (1.6)/J2EE, JMS, EJB 3.0(MDB), MQ-Series, SQL Server, Eclipse, Putty, JIRA, SVN (Sub Version-version control), Web Services, Web logic 10.3.0

Responsibilities:

Developed Stored Procedures for CBR Account Mapping, Address Audit, Realized and Unrealized gain/loss reporting sections.

Responsible for creating and managing test data for end to end testing by effectively coordination with other team and made sure all the required back end systems are up and running for testing.

Involved in end to end testing of CBR application in Development and User Acceptance testing (UAT) environments.

Acted as Build & Release engineer responsible for deploying the project in DEV/UAT/Prod.

Company: Infosys Technologies Ltd May’ 2008 to Sep’ 2010

Client: LexisNexis, Dayton, OH (www.lexisnexis.com)

Role: Technical Lead/ Support

Project Name: LexisNexis Indexing (Production Support)

LexisNexis is a leading global provider of business information solutions to professionals in a variety of areas, including: legal, corporate, government, law enforcement, tax, accounting, academic, and risk and compliance assessment.

Environment: Windows XP, JDK1.5, JSP, SQL Server 2005, Eclipse 3.2, Ant, XML, Clear Case, SQL, PL/SQL, JavaScript, UNIX, Web Services, WSDL, SOAP, Putty

Responsibilities:

Responsible for Team management (Technical Lead) at Offshore and Onsite.

Responsible for Managing J2EE multi-layer applications with a few million users.

Support all Production related Issues (Bug Fixing) for different categories like the Severity – I, Severity – II and Severity – III for all the applications involved in Indexing Cluster.

Involved in Upgrade of the existing applications by providing Requirement gathering and analysis, Design Documentation, project planning, Development strategy, coding and Unit testing activities in terms of defect fixing and Enhancements as requested by LN.

Used UNIX script for compiling and deployment.

Anticipates customer needs and proactively suggests solutions to the customer.

Company: Infinite Computing Solutions Apr’ 2007 to April’ 2008

Role: Senior Systems Analyst

Project Name: Online Registration for DSL, FiOS and FiOSVoice Only Telecom Services

This application provides the online registration process for the end users to register Verizon products. This application allows DSL, Dial and FIOS customers to register their products after an order has been successfully provisioned.

Environment: Windows XP/ UNIX, JDK1.5, J2EE,JSP, Struts 1.2, Weblogic9.1, Oracle 9i, Eclipse 3.2.2, Ant1.6.2, Win-CVS,TOAD 8.0.0.47, Log4j,PVCS.

Responsibilities:

Developed J2EE applications Based on MVC Architecture centralized on Struts Framework.

Prepared the design documents (MDD) for DSL, FiOS and for FiOS Voice only customers to describe the business logic, implementation, user interface, validations and database design and scripts.

Designed and implemented Struts (MVC Paradigm) components such as Action Mapping, Action Forms and Action class.

Used JDBC to connect to the Database, and JNDI to lookup for the data sources.

Implemented J2EE Design Patterns such as Session Façade to reduce the Network Traffic, Service Locator, and Transfer Object for Lookups and DAO.

Company: Convergys Ltd Mar’ 2005 to Jan’2007

Role: Senior Systems Analyst

Project Name: Customer Service Management & Order Management (Infinys Telecom Product)

CSM applications caters to a client's unique business requirements; available either standalone or in combination with other Infinys components to provide a specific BSS function, such as mediation, billing and rating, Customer Order Management or customer service.

Environment: Windows 2000/ UNIX, JDK1.5,J2EE, JSP, Struts 1.2, EJB2.0, Weblogic9.1, Oracle 10g, Eclipse3.1, Ant1.6.2, CM-Synergy, Geneva, Web Services, WSDL, SOAP,WMS

Responsibilities:

Developed J2EE applications Based on MVC Architecture centralized on Struts Framework.

Prepared the design documents(MDD) for Quote Summary, Note History, Trouble Ticket and Address extensibility features of the CSM application to describe the business logic, implementation, user interface,validations and database design and scripts.

Designed and implemented Struts (MVC Paradigm) components such as Action Mapping, Action class, Dispatch Action class, Action Form, DynaAction Form, Validation Framework, Struts Tiles

Company: ICICI Infotech Ltd June' 2004’ to Feb’2005

Role: Developer

Project Name: Loan Management (Triton Banking Product)

The Loan Origination module is web based and deals with sanctioning of loans.

Environment: Windows 2000 / UNIX, JDK1.3, JSP, Struts 1.0, EJB2.0, WebSphere5.0, Oracle 9i, WSAD 5.0, Toad 7.1,

Responsibilities:

Developed J2EE applications Based on MVC Architecture centralized on Struts Framework.

Involved in the development of GUI (Graphical User Interface) components like JSP and HTML.

The Web-Tier layer is managed using Struts, Servlets and JSP’s.

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