Qa Analyst Customer Service
Resume:
Megha Patel
*******@*****.***
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