Mobile: 562-***-**** Email: adzkf0@r.postjobfree.com Address: 234 S Figueroa St, Apt 1633 Los Angeles CA - 90012

ITIL Consultant (ITIL V3 Certified) / Certified ServiceNow System Administrator / Service Desk / Transition Management / IT Service Management / Problem Management / Change Management /User Access Management / Incident Management / Root Cause Analysis/ ServiceNow Administration / Application UAT Testing / Reporting & Dashboard/ Service Level Agreement/ Requirements Gathering / Process Improvement/ Process Documentation

EXECUTIVE SUMMARY

ITIL V3 Certified professional with over 9 years of experience in IT Infrastructure Management, Operations Management, Business Analysis, Application Support, Service Desk Management, Process Improvements, Service Delivery, Incident Management (M.I.M), Problem Management, Change Management and Service Request Management.

Possess a strong understanding of IT Service Management, Business Analysis, and Process Workflows. Also has strong knowledge on ITSM Platforms including ServiceNow, Jira and similar ITSM Products specializing in Incident Management, Change Management, Problem Management, Service request Management and in Workflow creation.

Currently working with Amdocs Inc for Client T-Mobile US, Inc. as Technical & Business Operations Analyst

An effective leader with excellent communication, interpersonal & analytical skills.

CAREER HIGHLIGHTS & KEY DELIVERABLES:

Key Deliverables / Roles

Highlights

Experience

ITIL Process Consultant

Supported ITIL implementation for 3 Application Support Projects including Incident and Problem Management

2 years

Major Incident Manager

Served as Major Incident Manager for more than 2 Operations teams during tenure

5 years

Application Support

Provided application support for PayPal, Campbell’s and several internal clients

3 years

ServiceNow Administration

Supported ServiceNow implementation for multiple modules including Incident, Problem, Knowledge, Change Management with customized Workflows. Also supported Service Portals and Service Catalogs

3 Years

Root Cause Analysis

As Problem Coordinator, was instrumental in substantial reduction of Incidents & Problems in Support Functions

3 Years

Process Improvement

Proposed and implemented over 25 PIs(Process Improvements) resulting in effort and cost savings

2 Years

Transition Manager

Coordinated with onshore & offshore teams, set up new teams, transitioned support & stabilized operations support

6 Months

Requirement Gathering & Functional Requirement

As Business Analyst, have gathered requirements and prepared FRD & also worked a liaison coordinating between Development Team and the Business

2 years

Tier-2 Support Lead

Handle escalations provide level 2 support for Applications Incidents and been a Team Member providing Level 1 support in a 24/7 support model.

3 Years

WORK EXPERIENCE

Technical & Business Operations Analyst (E2E) Jun 2022 – June 2023

Amdocs. Inc T-Mobile

Software & Tools: ServiceNow, Confluence, xMatters, PagerDuty, Splunk, CWTT & Client proprietary monitoring tools

Roles & Responsibilities:

Provide management coverage and guidance on all P0, P1 & P2’s, and other high visibility incidents

Work closely with development and operation teams, bringing them together to communicate and solve technical issues.

Provide internal and external executive level updates and timely reports to all stakeholders

Ensure incident team has an active voice and is driving the troubleshooting

Assign tasks and track follow up actions

Dynamically engage additional resources as needed

Collaborate with cross functional teams (Product Support, Enterprise, Platform and Software Engineering) to ensure unified messaging to key stakeholders

Identify the root cause of incidents in order to prevent future occurrences and improve overall system performance.

Assist with the development and delivery of RCA through collaboration with cross functional teams when necessary

Create and maintain documentation of incidents, their solutions, and any relevant procedures, making it easier to troubleshoot similar issues in the future.

Schedule and prioritize tasks for the response team, ensuring that incidents are resolved quickly and efficiently with minimal business impact.

Continuously improve incident response processes, procedures, and tools to speed up response times and maintain high levels of service quality.

Works on complex problems where analysis of situations requires in-depth evaluation of factors

Participate in an on-call rotation with other Incident Managers

Develop, monitor, and report on key performance indicators related to incident management, using this data to identify areas for improvement and track progress over time

Senior Systems Analyst (ServiceNow Admin & Incident Manager) Oct 2019 – June 2022

EK Technologies SCAG- Southern California Association of Governments

Software & Tools: ServiceNow, ConnectWise & Client proprietary monitoring tools

Roles & Responsibilities:

Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability.

ServiceNow experience working with the platform over 4 yrs of experience with ITSM and Catalog

Smoke and validation testing and assist with UAT or unit testing

Business analysis documentation, requirements gathering, & assisting with implementation

Use a systematic approach and a wide breadth of ServiceNow platform knowledge to troubleshoot, identify, and solve technical issues.

Respond to a broad range of service requests by engaging with end users to investigate, diagnose, and resolve their concerns Create and maintain catalog and workspace user experiences and automated process flows of limited complexity in accordance with established standards and best practices.

Write technical and customer accessible documentation and participate in the delivery of other relevant training.

Assist with training other staff in ServiceNow use and functionality.

Proactively maintain technical and functional knowledge applicable to the ServiceNow platform.

Work on and collaborate with cross-functional teams to support and maintain solutions in an enterprise-wide production system using agile principles and methodologies.

Collaborate with business users to understand and translate business requirements into functional and non -functional technical requirements.

Senior Associate (Major Incident Manager) Apr 2018 - June 2019

Genpact Headstrong Capital Markets PayPal

Software & Tools: ServiceNow, Everbridge, SCCM, SolarWinds & Client proprietary monitoring tools

Roles & Responsibilities:

Handle Major Incidents and be the primary on-call for managing critical incidents and bridge calls

Act as an Incident escalation point of contact, identifying and resolving conflict and constraints

Ensure all the resolution procedures are updated in the knowledge database and work notes

Creating and managing Incident, Change & Problem Management Processes as per ITIL V3 Standards.

Managing Incident, Problem, Knowledge, Change, Event Management modules in ServiceNow.

Analyzing, defining and documenting client’s requirements, using tools Visio and translating them into Business Process in ServiceNow.

Developing business process models working with SMEs to document (As-is) and/or Future State (To-Be) process models in Visio.

Creating Workflows in ServiceNow for the Business and Service Desk Applications including Incident, Change, Problem, Event and Knowledge Management.

Creating Dashboards to monitor events and Incidents real time for effective mitigation of production and performance issues.

Provide analytical assistance to the team members to resolve application Incident tickets within agreed upon SLA

Utilizing various event and health monitoring tools to monitor the health of the application and report any abnormality as Incidents and follow through Incident Management process

Coordinate application support with other Technical teams including Infrastructure, Integration, Reporting, and the Service desk team.

Taking ownership of low to medium complexity issues and act as a liaison between customer and other support teams for quick resolution

Guide junior level and new team members in supporting the application and assist with managing the different types of tickets landing in the support queue

Participate in and conduct team meetings and follow-up with meeting minutes and action items for the attendees

Creating process flows to visually capture the workflows of various business functions/teams in MS Visio.

Systems Executive (Incident Manager) Apr 2017 – Apr 2018

Wipro Ltd. Campbell’s Soup

Software & Tools: ServiceNow, Everbridge, SharePoint & Visio

Roles Responsibilities:

Perform and analyze Incident Management reports to perform Problem Management reviews and RCAs

Establish strong working relationships with business Service Managers, Service owners and wider business stakeholders to drive service improvement

Provide feedback on the effectiveness and end-to-end Problem Management Process workflow to the Account Process Leader.

Good working knowledge of ITIL Service Management framework

Work with resolver/technical groups to understand root causes, lessons learnt and working with teams to drive through process improvements.

Partner with technical SMEs ensure that proposed solutions viably resolve issues and can be implemented.

Execute detailed analysis and appropriate research to identify repeated issues, uncover true root cause and prioritize problems for resolution

To Identify and construct new process frameworks, as well as reviewing, recommending and documenting improvements to established processes

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

Strong working knowledge of tools such as Remedy, Ever bridge, ServiceNow, CMDB and collaboration tools such as SharePoint.

Senior Analyst- ITIL Service Desk Analyst & Incident Manager Jun 2014 – Apr 2017

IGATE Global Solutions RBC – Royal Bank of Canada

Software & Tools: ServiceNow, Remedy, Everbridge, SharePoint & Visio

Roles Responsibilities:

Administer the Major Incident Management (MIM) process and ensure adherence to process and escalation requirements within various support and delivery areas, assisting teams in establishing SLAs and KPIs

Coordinate triage activities, leading support, development and engineering teams to a rapid restoration of service during Major Incident events, escalating to leadership when appropriate and communicating to IT leadership

Perform regular review of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across IT functions

Initiate communication of known issues or trends with the Service Desk, Infrastructure and other functions as needed; partner with Service Desk manager to review daily queue statistics to proactively identify potential chronic issues

Manage, create and maintain knowledge management articles, communicating new knowledge base articles

Provide guidance and training on ITSM best practices for Problem Management and effective tool usage.

Managing 24*7 Service Desk as a part of Service Desk Management.

Ensuring that service delivery takes place based on the Service level agreements.

Keeping track of critical or major incidents and sharing RCA with customers as a result of Problem Management.

Ensuring Prompt communication to all users in case of any Major failure or breakdown.

To execute & implement IT Projects at Airports and ensure its timely closure.

Handling Weekly Ops Review meeting with client.

Ensure all the customer complaints/issues are identified, to prepare Action plan for all Complaints received and drive till closure along with Problem Management

TECHNICAL SKILLS:

Operating System: Windows 10

Server Administration: Active Directory

Office Applications: MS Office (Excel, Word, Outlook, PowerPoint & Visio)

Tools: ServiceNow, JIRA, Confluence, Everbridge, xMatters & PagerDuty

CERTIFICATION: ITIL V3 Foundation, ServiceNow System Administrator

ACADEMIC CREDENTIALS:

Bachelor of Science (Computer Science) - June 2014

Master of Business Administration - May 2016

Date of Birth: 11th January 1993

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