Ugendhar Naidu Chilamakuru

Full legal Name Ugendhar Naidu Chilamakuru

Location (City, State) Overland Park, KS

Education (Course ) Master’s in Information Assurance. Contact Number 816-***-****

Email adxmty@r.postjobfree.com

Skype adxmty@r.postjobfree.com

Clearance Level Public Trust Position

Industry Certifications:

• ITIL v3 Foundation Certification.

• ServiceNow Certified System Administrator

• ServiceNow Certified Application Developer

• Certified ServiceNow Implementation Specialist

• Micro-Certification ServiceNow Predictive Intelligence

• Micro-Certification ServiceNow Virtual Agent

• Micro-Certification ServiceNow Flow Designer

• Micro-Certification ServiceNow ATF

Professional Summary:

• Overall 8+ years of experience as an IT professional in ServiceNow Analysis, Development, Maintenance, Support and Administration.

• Experience in Configuring Applications using Service-Now tool, used in ITIL Management. Strong understanding of ITIL V3.

• Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow Implementations.

• Developed solutions using JavaScript, Web Services, SOAP, and other web technologies to integrate ServiceNow with internal/ external systems and tools.

• Experience in implementing ServiceNow ITSM, ITAM, ITBM and custom applications.

• Worked on Agile Development for tracking accurate planning and delivery to track progress.

• As a ServiceNow Technology Analyst with experience in implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.

• Worked on third party tool Logic Monitor to Integrate to create events in ServiceNow.

• Worked on Updating Vulnerability Response calculator rules and Modified assignment rules in VR as business needs.

• Implemented Algosec and XSOAR integration for Security Operations(sec-ops).

• Vulnerability Response Integration with CISA.

• Created User Approval and Manager Approval process in Flow Designer for Catalog Items.

• Created new views for Vulnerability Executive Dashboards and (Security Incident Response) SIR/SIT Views.

• Used Glide AJAX and Asynchronous calls in script includes for standard practices. Extensive experience in implementing the AJAX features using JavaScript, Jelly, and jQuery.

• Maintain Transform Map to ensure user attributes from AD are imported accurately in the user system table. within ServiceNow. The import allows real-time updates to aid in user identification for IT Support teams.

• Familiar with the concepts of CMDB and Asset Management Services, Business Services and Configuration item relationships.

• Peer reviewed the code and committed the update sets for the Scheduled Deployment.

• Worked on portal development that included writing down angular JS widgets more on the client side, server side so making sure these widgets work both on desktop and as well as mobile level.

• Involved in developing the Angular JS MVC framework for the Single Page Application development.

• Strong Experience in Design, Development and Execution of Test cases, Test Scenarios and Automated Scripts.

• Software licensing, usage, and related data integrations to customer Software Asset Management and licensing database

• Experience in creating the Custom Applications, Modules in Service Now as per the requirements.

• Worked closely with networking team for trouble-shooting Discovery issues.

• Gathered business requirements from the customers, stakeholders, end-users.

• Extensive experience in implementing the AJAX features using JavaScript and jQuery.

• Experience in working on the ITIL Process Configuration like Incident and Problem Management, Change Management, Knowledge Management, CMDB, Asset Management & Service Catalog Management in ServiceNow.

• Experience in the implementation and maintenance of Business Rules, Client Scripts, and UI Policies.

• Expertise on creation of workflows for Service Catalog Items in ServiceNow.

• Experience in all phases of SDLC like Requirement Analysis, Implementation and Maintenance, and extensive experience with Agile and SCRUM.

• Involved in daily, weekly, and monthly meetings with client on the work progress and discussions on the upcoming work.

TECHNICAL SKILLS:

ServiceNow Skills ServiceNow, Data Sources and Transform Maps. Data Policy/UI Policy, AJAX, Inbound Email Actions, Custom Scoped Applications, Script Includes, MID Servers, Update Sets, Scripted REST API, Service Catalog, Business Rules and Client Scripts, ITIL, ITSM, ITBM, Sec-Ops, VR, FD ServiceNow Versions ServiceNow Geneva/Helsinki/Istanbul/Jakarta/Kingston/New York/Paris/ Quebec/SD/Tokyo

Languages C, C++, JavaScript, SQL, PL/SQL, XML, PHP, HTML, CSS, AJAX. Database MS Access, MS SQL Server 2000/2005, CMDB

Database Tools SQL Client, SQL Developer

Web Technologies XML, HTML, Java, Java Script, Excel VBA, PowerPoint VBA, VB Script. Operating System UNIX, LINUX, Mac OS, and Windows. Packages MSOffice (Word, Access, Excel, Visio, Outlook, and PowerPoint). Education:

• Bachelor of Technology in Computer Science, JNTU, India.

• Master’s in Information Assurance, Wilmington University (GPA: 3.72) USDA (Unites States Department of Agriculture)

Kansas City, MO

Lead ServiceNow Developer/Admin Nov 2018 – Present Project Description:

eWCMD Scoped Application, eWCMPD – Pricing Scoped Application Responsibilities:

• USDA Warehouse Management (eWCMD) application

Operations & Maintenance work for already-developed functionality in custom scoped application and developed the design and facilitated solutions in a ServiceNow environment. Used all features of ServiceNow custom application development to deliver a robust solution exceeding customer expectation.

• Commodity Market Price Discovery application

Development support for porting multiple standalone applications (primarily Microsoft Access and Excel files with VBA Macros) into a single application, on ServiceNow cloud platform, to support Commodity Market Pricing for USDA and developed the design and facilitated development of solution to manage discovery of commodity prices across all the markets in the USA. Led the transition from a spreadsheet based system to a business process focused application solution using ServiceNow custom application development features.

• Created Custom applications and migrated data from legacy systems.

• Created Time & Expense Application to track users work time.

• Outbound REST integrations with third party to fetch Commodity Futures Market exchange prices

• Bi-directional integration with USDA internal invoicing system

• Full lifecycle management of USDA Warehouse Act Licensing processes

• Developed Rest Integrations with EWR and eGrain to fetch the price and license account details.

• Developing and configured Business Rules, Script Includes, UI Policies, and Catalog UI policies, UI Pages, Catalog Client Scripts, Client Scripts, UI Actions, UI Macro, Dynamic Content and Style Sheets etc.

• Worked on Creating Dashboards, Widgets, and reports as Business requirements.

• Created Data Sources and Transform maps to Import data to ServiceNow from legacy system.

• Implemented completed Vulnerability Response life cycle,

• Created different SIR/VR views in Performance analytics scope.

• Mapped the fields in transform map with legacy fields with required scripts and changes.

• Experience in giving weekly demo session meetings to Business team.

• Using Automated Test Framework (ATF) created the teste cases to validate the data.

• Worked on creating and customizing the new applications as requested by Business owners.

• Experienced with application repository and publishing the applications in ServiceNow.

• Created UI pages and UI actions to generate PDF forms in ServiceNow.

• Provide daily support on custom application.

• Developed Inbound Email Actions to create the request by ServiceNow when it receives the email form PeopleSoft and populate the data on to the data onto the catalog form from email body.

• Designed workflows using workflow editor based on the client requirements.

• Created Schedule Jobs to update the data in ServiceNow based on timely manner.

• Worked on Creating reports, KPIs and dashboards.

• Created Stories, Enhancements, Epics, Defects and Releases in Agile Development

• Developed Update Sets to capture the developed data and will be used to move between the environments.

• Configured Mid Server to read the data coming from Active Directory and updating in ServiceNow.

• Worked on configuring Incident Management, Problem Management, Release management, Agile Development, Demand Management, Change Management, Knowledge Management, Asset Management, CMDB and SNOW Reporting using ITIL process.

• knowledge of CMDB and Asset Management Services, Business Services and Configuration item (CI) relationships.

• Integrated with Microsoft SCCM with JDBC and discovered all windows servers and work stations.

• Created Reports and Dashboards using Performance Analytics to display multiple Performance Analytics, reporting, and other widgets on a single screen

• Developed various HR catalog items, record producers and Order guides using variables, variable sets, catalog client scripts, catalog ui policies and Macros

• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.

Environment: ServiceNow Tokyo/Rome/Quebec/Orlando/London, Java Script, HTML, XML, CSS, ISTM Suite (modules), Jelly Script, UI Macros, Workflows, SDLC.

Royal Bank of Canada (RBC), Remote

ServiceNow Developer/Admin Feb 2018 – Nov 2018

Responsibilities:

• Worked on setting up Email Notifications for different ITIL modules in ServiceNow.

• Developed workflows and customizing the applications in ServiceNow using Java script, AJAX, HTML.

• Software licensing, usage, and related data integrations to customer Software Asset Management and licensing database

• Brought multi-vendor stakeholders and process owners together to illustrate poorly formed CI and Assets models across the ServiceNow instance. Provided guidance and led effort to define requirements and re-model.

• Worked on ServiceNow-to-ServiceNow integration for Inventory Consolidation, Dynamic Software Recognition, compliance, and management reporting.

• Deep functional and technical knowledge of the ServiceNow platform as well as experience delivering medium to large-scale ServiceNow Implementations.

• ServiceNow application development includes creation and configuration of Service Catalogs, Email Notifications, Data imports and exports and Reports.

• Implementation of the business processes for Employee Performance Management using Now platform and custom application.

• Created Record Producers, Order Guides and Catalog Client Scripts and Work flows.

• Configured Custom Survey and reporting on Survey Results

• Created custom Script Include utility classes to be used in multiple Business Rules.

• Worked on ServiceNow Studio for application development.

• Provisioned the Active Directory Users services using ServiceNow Orchestration.

• Customized workflows for approvals and associated tasks.

• Writing Business Rules, Client scripts, UI Policies and UI Actions to customize the instance as per Business needs.

• Created reports, workflows and data imports for services.

• Actively involved in Scrum meetings to get clarification on the requirements.

• Involved in Developing test plans for Service Now versions upgrades from Jakarta to Kingston, Geneva to Jakarta

• Manage ITIL Processes monitoring overall system performance using the System Performance and System Diagnostic dashboards. Integrating ServiceNow with other systems and customization.

• Worked on various modules of Service Now like Incident management, change management, Problem management, Service Catalog, User Administration, Reporting and Discovery.

• Configured chat functionality for Service Desk ticketing queue.

• Created transform maps for importing CMDB data.

• Expertise on creation of workflows for Service Catalog Items in ServiceNow Axis Tech Inc

ServiceNow Developer/Admin Jun 2017 – Jan 2018

Responsibilities:

• Worked with Import Sets and Update Sets in ServiceNow.

• Customized Scripting on Service Catalog/Email Template/Workflow script.

• Involved in providing production support for Service Catalog, Incident, Problem, Change, Release,

• Involved with working in an Agile development environment.

• Expertise on creation of workflows for Service Catalog Items in ServiceNow.

• Updating Incident/Problem/Change module based on client feedback.

• Creating new groups and adding users to the groups in ServiceNow.

• Created schedules, reports and monitored performance of Service-Now.

• Created new Business Rules/Script Includes/Client catalog script/Client Script.

• Involved in Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog and CMDB in ServiceNow.

• Configuration Development and Integration components (SSO, LDAP), and having experience with SOAP/REST integrations.

• Participated in designing Authentication services and Entitlement services on REST and SOAP.

• Integrated ServiceNow with other applications using RESTful Web Services.

• Creating Knowledge articles to document the steps in creating catalog items.

• Working on order guides, to arrange them in sequential order to make the user comfortable while raising a request.

• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the company’s technical operations.

• Experienced in Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using

(Web services, SOAP, Email, MID server).

Environment: Fuji, Glide Script, Java script, Jelly Script, Workflows, Incident, Problem, Change, CMDB, SOAP, HTML, CSS, AJAX.

Routelink Technologies Pvt Ltd Dec 2013– Dec 2015

ServiceNow Admin/ Developer

Responsibilities:

• Involved in analysis of end user requirements and worked closely with Team lead and Business analysts in understanding the current ServiceNow system.

• Worked on developing Onboarding forms for hiring New Employees, New Contractors, and Internal Transfers.

• Worked on fixing bugs and doing enhancements for Incident, Problem and Change Management and Service Catalog modules. Creation of tables within ServiceNow.

• Experienced in designing, development, and implementation of ServiceNow Platform ITSM application.

• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery, and Integrations.

• Worked on fixing bugs and doing enhancements for Incident, Problem and Change Management and Service Catalog modules. Creation of tables within ServiceNow.

• Trained Service Desk team and organized meetings to review content and testing efforts for testing in UAT for quarterly releases.

• Created various front-end forms, and associated Client Scripts, UI policies, including advanced customizations that require modification of UI Pages/Macros.

• Designed Workflows, along with standard Workflow templates which can be reused.

• Worked on UI customizations for forms, lists and UI actions.

• Service Catalog (Request Item, Order guide and record producer) has been created based on client requirements. Workflow has been created to support the approval workflow and task assignment.

• Used system logs to view information about system activity (i.e., Workflow, Configuration, Transaction, Email, Events, System and Upgrade logs)

• Educating end users on the usage of service now applications like incidents, problems, and service catalogs.

• Implementation of ACL. Involved in creating and updating Access Control List (ACL) rules to control what data users can access and how they can access.

• Sets up Service Level Agreements (SLAs) and monitored SLA workflows, created, and tracked Service Catalog requests, and items with variables.

• Created Catalog Requests and record producers. Created full documentation for Service-Now applications. Environment: ServiceNow, JavaScript, HTML 5, Service Catalogs, Incident Management, Change Management, ServiceNow Fuji, Geneva, Helsinki, Webservices, SOAP, XML, HTML, ITIL, ServiceNow ITSM tool, SCRUM, Asset Management, Incident Management, Problem Management, HTTP, FTPS, Java scripts, REST, Workflows, SDLC.

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