It Help Technical Support

AMANULLA KOTHWAL

*****************@*****.*** 806-***-**** LINKEDIN

EDUCATION

Texas Tech University - Lubbock, TX August 2023-May 2025 Master’s in computer and information

• Major GPA: 3.5

EXPERIENCE

IT HELP CENTRAL (TEXAS TECH UNIVERSITY)- LUBBOCK, TEXAS Programmer Analyst (Graduate Assistant) April 2024 – Present

Developed and maintenance applications for seamless client-server interaction.

Automated test Framework to enhance operational efficiency.

Troubleshot application issues to maintain optimal performance. Performed installation of software and operating systems

(Windows, macOS, Linux).

Developed and maintained Service Now catalogs and forms, ensuring seamless User Interface Design and efficient management

Support testing efforts by developing test plans, assisting with UAT, and ensuring project deliverables align with objectives.

Created intuitive workspaces and portals tailored to ITSM needs, improving task completion rates and user satisfaction.

Identify high-impact business improvements through analysis, stakeholder collaboration, and business case development.

Resolved technical support tickets and optimized software performance through proficient use of Python, Java, SQL, PostgreSQL and Linux.

LTIMINDTREE- Hyderabad, Telangana

Senior Consultant and Package Implementation June 2022 – August 2023

Proficient in ServiceNow's HAM Module, Asset Management optimizing hardware asset tracking and ensuring data consistency.

Streamlined hardware asset workflows, integrated external systems, and maintained accurate inventory records.

Developed integrations with SCCM, INTUNE, and JAMF, providing leadership in configuration management and training IT teams.

Spearheaded HRSD On-BOARDING Module, creating seamless workflows and automating on-boarding tasks for new hires .

Implemented enhancements, including templates and automated notifications, improving efficiency and record-keeping during boarding. Development of HR Lifecycle events templates, activity sets, check lists.

Engineered advanced automation solutions, enhancing system efficiency and reducing manual tasks, driving significant operational improvements.

Infosys (Client: -Philip Morris International and The Procter & Gamble Company) - Hyderabad, Telangana Senior System Engineer November 2019 – June 2022

Service Now Administration Excellence: Proficient in administration, providing support, and implementing enhancements, with a focus on business rules and client scripts for optimized system behavior.

Configured and customized reports, dashboards. Ensuring strict adherence to SLA for optimal service delivery.

Led the creation and modification of catalogue forms, CMDB, PagerDuty tailoring them to meet specific business requirements.

Developed Knowledge Bases and articles for self-service and issue resolution.

Streamlined workflows and flow designs with specific domain. Assignment Groups creation and updates.

Developed Custom Notifications for efficient communication and contributed to ITSM modules.

Business rules, Client Scripts, Script Include. Streamlined workflows through domain-specific assignment groups creation and updates, enhancing module efficiency and user satisfaction.

Enhanced system performance by integrating innovative solutions, boosting user engagement and satisfaction across modules.

Assessed and optimized workflows to improve process efficiency, resulting in superior service delivery and client satisfaction. CERTIFICATIONS

Certified as Service now Administrator from ServiceNow.

Certified as Service portal Designer from ServiceNow.

Certification - Automated Test Framework from ServiceNow.

Certification - Application Developer Process Creator from ServiceNow.

Certification - Integration Hub from ServiceNow.

Programming with JavaScript from META.

Databases and SQL for Data Science with Python

Database Engineer – Meta

SKILLS

Programming Skills: Oops, PagerDuty, C/C++, Java, Python, Software Testing, REST, LDAP, JSON, AJAX, PHP, C++, C,R, .NET, MySQL, Oracle

Web Development: JavaScript, HTML/CSS, portal designing, Web Services.

Database: MySQL, SQL.

Tools and Frameworks - Anaconda, Microsoft Office, Ab initio, Jupiter, Git, GitHub, Postman Tableau, Docker, Visual Studio, Android Studio, Snowflake, operating systems (Windows, macOS,Linux).

ServiceNow:

(Administration, Development, SLA Management, Knowledge Management, Incident Management, HAM, HRSD, catalogue management, Request Management, change management, ATF, Workflows, Feedback tasks, Flow designs, ITIL, CMDB, Agile development experience, UAT, Scheduled jobs. SCCM Integration, JAMF c Integration, Intune Integration.

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