CURRICULUM VITAE

Neha Maggon

Contact: 858-***-**** Email: admimk@r.postjobfree.com DOB: 18July 1986

OBJECTIVE :

To obtain Application Production Support engineer position and apply my knowledge in wide application of principles, concepts and theory to solve complex technical problems for projects and to continuously extend my skills in HPSM/SNOW domain as a core for designing of client server technology as a whole.

PROFESSIONAL EXPERIENCE :

11 years of work experience as an Associate Consultant in WIPRO TECHNOLOGY GREATER NOIDA, involved in implementation and customization of various projects as a ADMIN using HP SERVICE MANAGER, HP ASSET MANAGER and SNOW.

Technical and Soft Skills:

Knowledge of the most advanced programming languages HPAM, HPSM, SQL, SNOW.

Ability to handle complex projects and multiple tasks.

Ability to perform well in a large team with proper coordination.

Ability to work within limited resources and time without compromising on the quality of service.

Can easily adapt to stressful environments and extended work hours if required.

Able to demonstrate good oral, written, and telephone communication skills

Ability to learn and develop quickly

Excellent telephone, oral communication skills, strong verbal and written English

Strong interpersonal & relationship building

Ability to work in a team environment

EXPERIENCE: 11 YR EXPERIENCE as an Associate Software Application Consultant as on ADMIN role at various HP tools like HPSM, SNOW and Asset Management since June 2007 – March 2019

INCIDENT MANAGEMENT ROLE, WIPRO TECHNOLOGY (UNINOR, TELENOR, AIRCEL PROJECTS) - JUNE2009-MARCH2019

Strong working knowledge of tools such as HP tools like Service Manager, SNOW and Asset Management.

Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process.

Manage the operational support and oversee remediation activities with designated extended managed service providers.

Creates incident related performance analysis and reporting for review by IT management

Helping to create business aligned support of the Incident Management process.

Develops process and procedures that ensure Incident Management and Service Desk related action items are tracked and completed.

Manage incident management bridge calls with support teams, on-call support application teams

Interface with LOB leads and managers – work to develop strategic relationships with key partners outside of major incidents.

Manager Escalations – provide first point of escalation within the P1M team.

WLC Training and support – ensure continuous training updates are developed and implemented for the Work Load Coordinator role throughout the year.

Perform confidently and authoritatively in role of incident management subject matter expert and lead customer personnel in responding to fast paced incident

EXPERIENCE: SERVICENOW ADMINISTRATOR ROLE

11/2009 – 03/2019

Perform system and application configuration and management. Provide level 2 customer support of tickets assigned to the Service Now team

Provides analysis of problems while working toward solutions to technical issues

Complete development, configuration and workflow administration to support business processes in the platform

Actively manages the life-cycle of the platform

Document technical architectures that could be clearly understood and immediately used by developers to construct code and unit test

Participate in the full software development life cycle: Analysis, Design, Coding, Testing, Training, and Operational Support

EXPERIENCE: IT ASSET MANAGEMENT ADMINISTRATOR ROLE

12/2011 – 03/2019

Working knowledge of ITSM and ITIL frameworks with the focus on Service Asset and Configuration Management

Proven record in establishing IT asset management processes with supporting database(s) of record

Perform and report upon routine inventory audits and perform timely resolution to audit exceptions

Provides various management reports and dashboards measuring inventory, process efficiencies, and end user satisfaction

Evaluates portfolio of services provided by vendors and recommends strategies for efficient use of resources, cost optimization and value maximizing

Provides input during yearly budgeting process

To support and develop the use of MI, including reporting and action plans for improvements and compliance

Record IT Assets, along with their attributes and movement, from procurement to the disposal, in the Configuration Management Data Base (CMDB)

Support the Process Co-Ordinator in the management of all courier stationery stock held in depots including the order and despatch of stationery stock process

OTHER EXPERIENCE

Worked as a Associate Software Trainer at NIIT for 2 year (June2007- June2009)

Responsibilities:-

Educate and give the hand on training to students with new languages like SQL, ORACLE, C++, .NET and others tools.

Introducing the students with the various computer applications i.e. designing and coding.

Giving the information about software programming, web designing, and programming.

Assigning projects to the students so they can handle the applications in real world context.

Familiarizing students with the technical programs and inspiring them for being efficient in them.

EDUCATIONAL QUALIFICATION

S. No.

Standard

Year of Passing

Board/University

1.

M.Sc(IT)

2009

NIIT

2.

GNIIT

2007

NIIT

3.

B.COM (Pass)

2007

Delhi University,

4.

Xth + 2

2004

C.B.S.E

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