Drew Patel Email & Phone Number

Santa Clara, Ca, Us

Santa Clara, Ca, Us

Santa Clara, Ca, Us

London, Gb

ServiceNow Practice

London, Gb

ServiceNow Practice

Worldwide, Oo

Incident/Problem Manager- Leveraged data and client engagement to implement strategies to drive Incident and Problem backlog down while taking several factors such as team size, operational risks and multiple sub-agency priorities into consideration - Optimized existing processes that helped reduce system incident/problem backlogs by over 60 percent, increasing operational performance and boosting client relations.- Introduced and tracked KPIs to drive Operational efficiencies and to help project leaders and the client make strategic decisions.- Compiled and analyzed monthly SLA Metrics to increase the efficiency of key operational tasks such as Incident Resolution and Request Fulfillment- Oversaw resolution of 100+ P1 Critical Incidents across 3 major applications for government health agency by coordinating tasks amongst 150+ team members and distributed incident notifications to user base of 5000+ personnel across three agency-wide financial applicationsServiceNow Developer- Automated ServiceNow dashboarding and reporting mechanisms to be more effective for dynamic workforce task prioritization- Planned and executed multiple system upgrades of the ServiceNow application. - Developed a custom Instance Management application to track and maintain several instances and environments of HHS Applications, allowing users to view the current environment setups and reserve future environments for their use. - Deployed several ServiceNow enhancements to be in compliance with theGAO auditing standards

Worldwide, Oo

New York, Ny, Us

- Experienced designing, reviewing, implementing and testing data transformation processes in Hadoop ecosystem.- Explored various ways to transform data files using different open source tools such as Apache Flume, Kafka.- Applied Agile software development methodologies in development of several POCs

Brookfield, Wisc., Us

- Implemented test automation framework that increased the speed and time effort of product regression testing by 50%. - Wrote JUnit tests to automate functional verification testing of software under development.- Assisted in comparing and generating reports using COGNOS during the development cycle.

Dallas, Tx, Us

- Assisted in Physical and logical construction of test-bed infrastructure for AT&T Service Development and Testing organization supporting large custom managed CPE accounts, including State of Tennessee, State of Georgia, Department of Justice, U.S. Courts, GE, and IBM.- Including lab cabling, equipment racking, and maintaining test-bed inventory. - Utilized Cisco IOS Command Line Interface on Cisco routers to collect and record logical data from the routers and switches used in test environments.