Machine Learning Service Manager

MONISHA SHARMA

Jersey City, ***** *******.**********@*****.*** 201-***-****

http://www.linkedin.com/in/monisha--sharma

PROFILE

Aspiring Computer Science student with a strong focus on Artificial Intelligence and Machine Learning. With 10 years of experience in the IT industry, I am eager to apply my skills and knowledge through internship opportunities, aiming to make a meaningful impact while further developing my expertise. TECHNICAL SKILLS:

Languages: Java, C, C++, C*, Python, SQL

Frameworks: JIRA, XML, Algorithms, Operating Systems: Windows, Unix, Linux

Tools: BMC Discovery, ServiceNow, HP Service Manager, Control-M, BMC CMDB

Methodologies: ITIL Processes, Service Delivery, Workflow Design

Machine Learning and Ai: Transformer Models, Computer Vision, Image quality assessment, Statistical Analysis

Pace University, New York

Master of Science in Computer Science GPA: 4.00/4.00

Expected: April 2026

Goswami Ganesh Dutta Sanatan Dharma College, Chandigarh, India Bachelor’s in Computer Application GPA: 2.8 /4.00

Graduated October 2014

PROFESSIONAL EXPERIENCE:

BACKGROUND:

With over 10 years of extensive experience in implementing, integrating, and supporting top IT Service Management platforms like ServiceNow, BMC and HP Service Manager. I have worked with some of the world's leading organizations across healthcare, banking, and finance sectors. My expertise spans large- scale technical environments, with a strong focus on ITIL processes, end-to-end service delivery, and workflow design addressing complex business needs. I am a proven problem-solver and have been recognized for my contributions in team performance, customer support, and solution development. EXPERIENCE:

BMC Software Pvt Ltd, Pune, India

Staff Technical Specialist (May 2021 – August 2024)

Provided global technical support for BMC Discovery and CMDB, resolving complex functionality challenges and managing critical incidents.

Assessed customer business needs and helped in creating Business Application Instances (BAIs).

Developed troubleshooting guides, published YouTube videos, conducted webinars, and recommended custom solutions to meet client needs. Key Accomplishments:

Promoted to Staff Technical Specialist within 1.5 year.

Authored knowledge articles for internal troubleshooting and customer-facing solutions. HCL Tech, Noida, India

Technical Specialist (Jan 2021 - May 2021)

Supported BMC Discovery for a leading government-owned investment corporation in Singapore.

Designed and implemented High Availability and Disaster Recovery solutions for BMC Discovery. Key Accomplishments:

Successfully implemented High Availability setups, integrating Discovery with other systems. Wipro Ltd, Pune, India

Tools Administrator (Feb 2019 - Jan 2021)

Designed and implemented BMC Discovery from scratch for a US-based diagnostics provider. Improved asset and application mapping accuracy to 98%.

Contributed to migrating HP Service Manager to ServiceNow with complex tool integrations. Key Accomplishments:

Improved CMDB accuracy from 40% to 98%+ in 6 months.

Introduced end-to-end service mapping for the organization for the first time. Vyom Labs, Pune, India

IT Engineer – Tools (Apr 2014 - Feb 2019)

Led multiple implementations and integrations for clients across various industries, including telecom.

Developed custom patterns for discovery and asset management, improving overall system efficiency.

Key Accomplishments:

Published over 400 BAIs in under 6 months.

Developed 20+ CMDB sync patterns, leading to timely Go-Live for telecom clients. KEY SKILLS:

● BMC Discovery and BMC CMDB

● TPL Customization via XML

● Application Modeling (CAM/SAAM)

● ServiceNow Discovery

● Control-M Administration

CERTIFICATIONS:

● BMC Discovery 11.x and 12.x Certified Associate.

● Control-M 9.X Admin and Scheduling: Certified Associate AWARDS & RECOGNITION:

● Wipro Technologies: Best Recruit Award (2019), Wall Fame Award (2020)

● BMC Software Ltd Most Valuable Team Player (MVP) 2022 and 2023 INTERESTS:

Hackathons: Actively participated to tackle real-world problems and stay current with emerging technologies.

Tech Meetups/Workshops: Passionate about networking, knowledge sharing, and continuous learning.

Outdoor Activities: Enjoy hiking, biking, and running to maintain physical and mental well-being.

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