Pre-sales Excellence:• Conducted discovery workshops to assess clients' pain points and requirements, utilizing in-depth product knowledge in identifying sales opportunities and aligning technology solutions with client needs• Orchestrated compelling product demonstrations aimed at showcasing the value proposition of ServiceNow solutions, effectively aligning them with the strategic objectives of prospective clients.• Successfully engaged executive-level stakeholders to understand business requirements, aligning technology solutions with organizational goals.Project Management• Led the end-to-end development and successful delivery of an Information Risk Management solution using SDLC methodology. Directed 2 major version upgrades and 10+ enhancements, resulting in enhanced data security and operational efficiency.• Spearheaded the IT service management transformation, incorporating ITIL best practices for incident, problem, and change management. Achieved a remarkable 200% enhancement of first response time key KPI, significantly reducing incident resolution delays.• Collaborated closely with stakeholders to define clear project scope, objectives, and deliverables, ensuring alignment with organizational goals and key milestones, achieving a 95% client satisfaction rating.Product Expertise• ServiceNow Certified System Administrator• ITIL Foundation certified• Demonstrated knowledge in ServiceNow Enterprise IT Service Management and IT Operations Management solutions and extending to Customer Service Management and Custom App

• Managed partner portfolio as the primary point of contact, ensuring resource optimization and proactive escalations, resulting in 100% issue resolution and improved client satisfaction.• Led a multi-disciplinary service delivery team, collaborating cross-functionally with business development, support, and other teams to capitalize on opportunities, driving a 25% growth in repeat business.• Facilitated seamless solution onboarding for new Cloud customers, reducing onboarding time by 40% through personalized solutions aligned with their business objectives.

• Engaged with new Cloud customers by understanding their business requirements, project objectives and timeline, and matching their needs with infrastructure consultations;• Coordinated technical resources to support and deliver Fanatical Support service to customer projects;• Improved customer experience by conducting Onboarding calls and assisting customers to adapt to the Cloud environmentSolution Consulting- Amazon Web Services certified Solution Architect - Associate- Amazon Web Services certified SysOps Administrator - Associate- Amazon Web Services certified Developer - Associate- Rackspace CloudU certified

• Conducted comprehensive reviews and data analysis of infrastructure incidents, establishing a backlog of 20 strategic enhancement initiatives. Effectively communicated analysis findings to stakeholders and management, driving infrastructure optimization.• Proactively monitored project progress, identifying and mitigating potential risks, resulting in a 40% reduction in project escalations and improved transparency.• Facilitated Agile methodology adoption within the team, delivered Agile know-how presentations and hosted scrum meetings, promoting a faster and more reliable application development.