Megha Patel

adqixm@r.postjobfree.com

609-***-****

ServiceNow certified administrator with 6+ years of hands-on experience. Responsible for assisting in designing, supporting, developing, configuring, testing, implementing, and maintaining organization’s ServiceNow environment.

Professional Summary

Qualified IT professional with 12+ years of total experience.

Self-starter with excellent attention to detail, ability to multitask, and effective time management skills.

Demonstrable professional and proactive approach, with the ability to challenge and question appropriately

Methodical with excellent attention to detail, and ability to produce accurate results while working to tight deadlines.

Effective and strong team player, with demonstrable experience of building productive working relationships in a ‘virtual’ environment.

A good understanding of “Quality” as it relates to customer satisfaction.

Self-motivated individual who can work with limited direction, while keeping key constituents appraised of project status, and ability to grasp concepts quickly.

Strong presentation skills with the ability to create documentation including policy and presentations.

Ability to produce high quality technical documentation and analysis.

Excellent customer service skills with ability to be tactful and diplomatic. Skills

Platform: ServiceNow releases Rome, Quebec, Geneva, Kingston, etc.

Web Technologies: HTM, CSS, JavaScript, Shell Scripting, SQL

Databases: MySQL, MS Access, Oracle

Methodologies: SDLC, Agile, Scrum

Tools: MS Office, MS Visio, Lucid Chart

Operating Systems: Windows, Linux

Work Experience

02/2018 – Present ServiceNow Administrator

Client: Cox Auto, Inc., Atlanta, GA

Family-owned Cox Automotive provides transportation mobility, innovation, client success and community outreach. Touching more than 40,000+ clients across five continents, bringing together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic and groundbreaking consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at innovative businesses like vAuto, Manheim and Clutch.

Organizes and coordinates ServiceNow tasks between team members, manages team for different projects

Assist in strategic development; manage teams to develop new strategies to improve process

Continuously monitors ServiceNow system operations to maximize functionality and minimize any disruption in support

Works on interdisciplinary teams and projects to further the overall goals of the organization

Experience on various ServiceNow customizations as per client's requirement

Expertise with workflows, Service Catalog items, Approvals and Dynamic tasks in ServiceNow

Defined and configured discovery schedules and set up mid servers and check for the connectivity

Providing Tier 2 and Tier 3 support of incident tickets

Extensive knowledge and experience in implementation, testing and administration of ServiceNow, HP Service Manager/Service Center, and Asset Manager

Hands on experience in creating the custom Tables, Views, Custom Applications, Modules in ServiceNow

Experience in working on the ITIL Process Configuration like Incident, Problem, Change Management, Knowledge Management and Reporting in ServiceNow

Change management experience using Update Sets, Import Sets in ServiceNow

Extensive experience in implementation of the following in ServiceNow Business Rules, Data Policies, Data Dictionary, Client Scripts, UI Policies, Validation Scripts, Script Includes, UI Actions

Experience on various ServiceNow customizations as per client's requirement

Experience in configuring the SLAs for various ITIL processes as per the client requirements

Strong experience in customizing the form design and form layout that follows ITIL Process

03/2016 – 02/2018 ServiceNow & Systems Administrator Client: Travelport, Atlanta, GA

Founded in 1971, Travelport's next-generation marketplace connects buyers and sellers that share passion for delivering exceptional travel experiences. Travelport is a world leader in the provision of automated travel reservations for airlines, hotels, car rental companies, cruise lines and rail operators, providing service to on-line and off-line travel agencies in over 145 countries.

Responsible for assisting in designing, supporting, developing, configuring, testing, implementing, and maintaining Travelport's ServiceNow environment.

Worked closely with business and information technology cross-functional teams to gather input to support ongoing business needs for ServiceNow configuration, implementation, and support.

Maintained the stability and usability of the ServiceNow platform by performing application maintenance, managing support for incidents related to ServiceNow applications.

Contributed to ServiceNow software releases by delivering configuration tasks, performing system testing and features.

Responsibilities included fulfillment of common configuration and maintenance tasks.

Serve as a technical resource with administration capability to design, build, and customize ServiceNow applications and services. 06/2008 – 03/2016 QA Analyst

Client: CentraState Healthcare Systems, Freehold, NJ CentraState Healthcare System is a non-for-profit community health organization consisting of an acute-care hospital, an ambulatory care campus, three senior living communities, a Family Medicine Residency Program, and a charitable foundation

Completed in-depth usability testing on Windows, Android and iOS mobile devices

Collaborated with developers and product owners to stay current on product features and intended functionality

Operated under Agile and Scrum frameworks to complete releases every quarter and well-organized sprints

Gathered data on integration issues and vulnerabilities and reported all findings to QA with improvement recommendations

Reported on findings and made proactive and targeted recommendation to senior leaders

Created and managed knowledge base to offer staff and customers immediate informational access to products, services and organization

Investigated and resolved customer complaints through ServiceNow to customer satisfaction

Managed logistics operations to meet customer expectations and financial standards and policies

Improved data collection and processing for different workflows and processes

Education & Professional Certificates

Bachelor of Science, Gujarat, India

Associate of Science, Mercer County College, New Jersey

Certified ServiceNow System Administrator

ITIL v3 Foundation

Contact this candidate