HP Service Manager Developer

Abdul Latheef F

Objective

Seeking a challenging position ,where I can groom my skills with good practical experience & technical background.Thus I can utilize my potential to contribute to your esteemed organization in progression and advancement. Should I be given a chance, I will prove my worth.

Working Experience

1.7 years of Working Experience as HP Tools Specialist

Technical Expertise

Application HP Service Center 5.X

HP Service Center 6.x

HP Service Manager 7.X

HP Connect IT 3.X

HP Asset Center 5.X

HP Service Desk 4.5

SC Auto

Database SQL Server 2005 & 2008

Oracle 10G

OS Windows 2003 Server

Unix

Training Courses

HP Service Center 6.X

ITITL Awareness Training

Profile –1

Job Title Tool Specialist

Company Wipro Technologies

Duration 4 Months

Responsibilities

 The sole purpose of this enhancement is to automate the mass updates in Asset center through Request Center service catalogues inorder to maintain the sync between assetcenter , request center and service center by which Overall quality is expected to improve by removing the (manual) process of splitting and copying the data for the servers .The strategic intent is to have one unified Data Management Team to leverage this critical functionality of mass updation and to maintain data quality of the assets thereby ensuring zero business loss

 Coordinate with Request Center team in analyzing the uploaded files and in creating excel template for the uploaded files.

 Involved in the fields mapping between Asset Center and Request Center and created a buffer database for the Field Mapping

 Developed Connect IT Scnerio for the data flow from Request Center to Asset Center.

 Implemented Error Handling system by which alerts are generated in then EMS which in turn created a ticket in Service Center for the analysis of failure

 Performed Unit testing and UAT, involved in the migration of the scenarios to production and provided initial support.

Profile –2

Job Title Tool Specialist

Company Wipro Technologies

Duration 6 Months

Responsibilities  The project is based on FDC model. The purpose is to cater multiple clients. The Flex team is modeled to serve the various clients.

 The prototype depicts the flow of tickets between HP Service Desk and Service Manger for SAP support. HP Connect IT is the used as the Integration platform.

 Integration between the HP Service Desk 4.5 and HP Service Manager 7.01 is the key aspect of the project. I have worked in establishing communication between HP Service Desk to HP Service Manager 7.01 using HP Connect IT as the integration tool. The integration is being implemented for Service call and Incident. The reverse Integration between the HP Service Manger and HP Service Desk is accomplished by connect IT XML transactions while the flow of data from HP Service Desk to HP Service Manager is done using Legacy connectors in Connect IT

 I have also played a role in Customization of Service Manger as per the client tools and have a good working experience in the Form Designer , Datadictionay , Format Control, Links , Process and Objects. HP Service Desk is integrated to HP Service Manger through Event Services. I also have a insight on the following module in HP Service Manager

o Incident Management

o Service Desk

o Service Level Management

o System Administration

o Tailoring

 I have created Dash board in Service Manager for Reporting Based on Priority catefgory and Region. Also generated Service Management report for Incidents and Interaction.I Have created inbox specific to the user profile

Profile –3

Job Title Application Support Analyst

Company Wipro Technologies

Duration 9 Months

Responsibilities

 I have played a significant role as an Application Support Desk analyst, providing support for Service Center, Asset Center and Request Center within the stipulated time for SLA.

 Reports are generated using Cognos Reporting on the daily and weekly basis.

 Having worked as a system admin , handled task like User Profile and Restriction,System and Database Health Check and log Monitoring

 was involved in maintaining the supporting table of Service Center like Addition and removel of assignment group,CTI Relationship, Change Approvals and User timezone

 Monitoring the system process and scemail process and regular log backup

 Performance testing on Production Primary and secondary server.

Professional Qualification

• Graduate: B.E (ECE) (Bachelor of Engineering) from Sethu Institute Of Technology, Anna University, 76.83%

• H.S.C. : S.B.K Hr. Sec. School, Aruppukkottai ,Tamil Nadu State Board, 82.66%

• S.S.C. : Al Ameen Urdhu Tamil High School, Melur, Tamil Nadu State Board, 95.8%

Personal Information

Date of Birth 3rd October 1985

Marital Status Single

Nationality Indian

Languages Known English , Hindi

Permenent Address 304/9, New No:74, Alagar Koil Road

Melur, Madurai District.

Tamilnadu - 625106 , India

Contact:988-***-****

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