Faisal Mohammed Email & Phone Number

Kalamazoo, Mi, Us

• Implementing and maintaining ServiceNow Discovery Patterns, Probes and Sensors to discover devices that will interact with the CMDB, Asset Management and other platform owners.• Introducing the Service Mapping concept and designing it to achieve the expectations.• Implementation of Azure cloud Discovery.• Worked on GCP stack driver and GCP midservers installation via Jenkins Pipeline.• Worked on ACC-V agent and its Midserver Installation.• Custom solution to auto-refresh Cloud service accounts.• Designing ITOM Discovery configurations with utilization of resources.• Clean up of the CMDB Dashboard to improve the Health score card result.• Configuring Probes to Discovery Oracle Instances in the network.• Working with Discovery Probes and sensors for completion of Organization discovery.• Introducing the Mid-Server Cluster load balancers and making changes to Mid-Server Configuration.• Leading the Upgrade of ServiceNow Instance latest version.• Leading the Team Onsite and Offshore in performing the Development work.• Validating and guiding the Team to follow the best practices to achieve the robust result.• Designing the UAT scripts for upgrade testing of ServiceNow Instance.• Creating the SOP for Discovery credentials and its pre-requisites.• Email Integration with various security alerts to auto create and resolve tickets.• Developing Service Portal and widgets to improve end use experience.

Linthicum Heights, Maryland, Us

• Gathering requirements from the Client and timely implementation of ITSM modules.• Email Integration with various security alerts to auto-create and resolve tickets.• Defining workflow and SLA based on the offboarding case.• Creation of custom Search widget in the portal for segregating Kb Base and catalog items.• Custom Survey embedded in the email to improve response rate.• Creation of Portal pages and Catalog forms.• Facilitating all stages of Software Development Life Cycle (SDLC), including requirements gathering, Analysis and Design, preparing technical specification documentation, Coding, Debugging, testing and maintenance of the programs.• Leading, demonstrating and training sessions of ServiceNow to IT executives.Leading the Offshore team and directing them to achieve the Business User requirements.• Acting as a technical expert in support of key ServiceNow applications.• Upgrading the Instance to latest version by performing validations and fixing the discrepancies occurred during the upgrade.• Creating Service Level Agreements by understanding the organization need that which best suits them to achieve progress.

Dearborn, Mi, Us

• Performed CMDB clean-up work, by reducing the CI counts from 1 Million to 780k • Automated the process of CMDB clean up, Archived data cleanup and Destroy rules.• Improving the Staleness scorecard from 75 to 90%, which in turn improved the overall CMDB Health scorecard from 91 to 96%.• Developed applets in ServiceNow ITSM Mobile Applications.• Created Performance Analytic Dashboards and reports.• Orchestration of Guidewire workflow to execute SSH command in Linux server.• Introduced the new Search portal widget that will segregate the results of Service catalog, Knowledge article and Question Answer.• Reconfigured the Discovery Probes to stop the unwanted CI from being discovered.• Reconfigured the Discovery IP ranges and scheduled and improved the discovery time by making use of all the available midservers.• Successfully Upgraded the ServiceNow Instance to Madrid and again to New York version with in time line and fixed the issues found.• Implemented the new feature of Servicenow Mobile Application successfully for Change, Defects and Major Incidents.• Created various Performance analytic reports and Dashboards as per the requirements from higher business users. • Manually created the 332 Business Applications.• Manually created Application to Server Mapping of 1655 records.• Performed mass update of 7600 Computer CI with its respective user.• Deployment of Changes in Production.• Resolving the Incidents as per on call schedule.• Deployed MID Servers in On-premises for Discovery and Orchestration activities.• Handled issues independently and proactively from onsite.• Experience with the ITOM applications like Discovery, Orchestration.• Documenting the required technical specifications based on the business requirements.

Lisle, Illinois, Us

• Experience with the ITOM applications like Discovery, Orchestration and Cloud Management etc.• Troubleshooting of Workflows related to SQL DB provisioning as a part of Hyper Care support.• Configured OKTA for SSO and syncing groups from OKTA to ServiceNow.• Configured Everbridge in ServiceNow for Incident alerts.• Cleanup of Data from cloned ServiceNow.• Configured OEM in the cloned ServiceNow instances.• Modification of existing 3rd party integration changes, based on auto provisioning and deprovisioning workflow identified all hardcoding and its end points.• Gathering and performing the Catalog Details as a part of clean-up activities.• Finalized criteria for ticket and CI segregation.• Worked on CMDB related changes like CI’s separation, User and Group Hardcoding modifications• Identification of custom UI related changes (UI policy, UI actions, ACL, etc...).• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements. • Involved in gathering the Business Requirements and current state processes to develop and configure them in the ServiceNow Platform.• Modified email templates, inbound email actions.• Migration of new changes from pre-prod to prod, after getting the UAT signoff.• Worked on incidents and task tickets as a part of Hyper Care Support.• Documenting the required technical specifications based on the business requirements.• Documentation of changes and new development as technical and functional specs.• Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.

Chicago, Illinois, Us

Indianapolis, Indiana, Us

•Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements. •Implemented New hire onboarding process as a custom scoped application in ServiceNow.•Worked on an email-based integration with third-party system called Taleo.•Involved in gathering the Business Requirements and current state processes to develop and configure them in the ServiceNow Platform.•Designed and created data templates for form design and configuration.•Documenting the required technical specifications based on the business requirements.•Documentation of changes and new development as technical and functional specs.•Created and Maintained foundation data - User Accounts, Approvers, Support Groups, Sites, Production Categorizations and Templates.•Responsible for preparing design level, program-level and user-level documentation. •Creation of Ordered Guides.•Involved in the complete end to end cycle of coding, testing, debugging, maintaining and refining the computer software in Service Now to produce the required product in an Agile development environment.•Utilized Java Scripting to deliver solutions that automate and audit business processes using UI Policy, Client Script, UI Action and Business Rules.

Graduate Certificate, Scada Cyber Security

Master'S Degree, Information Technology- Information Assurance