• Responsible for defining architecture and operation of IT initiatives, including Strategy, Planning, Definition and Execution of ITIL processes. Scope of impact and initiatives include Problem, Incident, Change and Configuration Management.• Co-ordinate with Senior Business stakeholders to define and design the next generation of IT Enterprise Architecture for the business, application services, and underlying process capabilities.• Involved in HRSD Module implementation specializing in customizing the HR Case module as per customer requirements, creating custom portal in Service Portal for the HR module users.• Created various HR Catalogs (record producers) for the HR Services defined in the system. Customized Employee Relations cases with added security (ACL’s), which can be accessed only by specific groups. Added field level encryption on certain fields in HR profile table (SSN, DOB etc).• Configured Employ Service Center (ESC) portal as per the client requirement. • Implemented Virtual Agent with Natural language Understanding (NLU) with reduced call volume by 25%.• Integrated Virtual Agent with Agent Workspace for live chat transfer.• Performed Active Directory integration while customer has 2 Active directories that is integrated with ServiceNow using LDAP through Mid Server. Splunk – ServiceNow integration for Alert ticket creation based on event management process.• Created the Functional Requirement Specification for the customizations required for the OOTB deviations.• ITSM Configuration and Customization: Configured Incident, Problem, Change Management, Asset Management, Service Catalog and customized the modules as per the agreed functional specification.• Led the implementation of ServiceNow Software Asset Management (SAM) Pro across the organization, ensuring full integration with IT Asset Management (ITAM) processes.

• Conceptualized, designed, tested, documented, implemented and optimized ServiceNow ITSM system features and solutions that enable and support business functions and processes.• Implementation, Customization and Maintenance of ITIL modules such as Incident, Change, Problem, Knowledge, Service Catalog, CMDB in Service-Now.• Provided analysis, design and development of Service-Now trouble ticketing and incident management systems to support the university technical operations.• Worked on various modules of Service Now like Incident management, Change management, and Problem management, Service Catalog, User Administration, Reporting and Discovery.• Designed Workflows, along with standard Workflow templates which can be reused. • Configured multiple Catalog Items Front-end web / GUI components using JavaScript, CSS, HTML5 • Involved in requesting a brand-new sub-production instance from ServiceNow and configured the entire instance to reflect the configurations of other existing sub-production instances.• Responsible for creating various homepages including basic reporting according to the business needs.• Experience installing, configuration and administration of CMDB.• CMDB Implementation impacting ITIL processes such as Change, Incident, Problem, Service Impact and Automation, tools include BMC Remedy and automated discovery including HPs DDM, Aperture Vista, SMARTS, and others.

• The primary focus of the project was to implement Incident, Change, Service Request (SRM), Problem management modules along with Orchestration.• Responsible for effectively implementing ServiceNow Enterprise level Applications as per Business requirements for ITOM/ITSM processes, IT Service Transition processes (Change, Release, Asset and CMDB), and Service Operations processes (Incident, Problem, Event, Request).• Designed road map to implement SRM and Orchestration modules. Suggested best practices to develop workflows.• Actively involved in Design and implement new functionality using Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, and Access Control Lists.• Designing the Content Management System for Various system which involved layout, UI pages, CSS and service catalog work.• Good experience in Create Web services (Inbound) (SOAP Message and REST Message), Publish and Provide Security Access to external systems using ServiceNow and Data power. Consuming Secure Web service (Outbound) using ServiceNow.• Working in Service Catalog, CMS and Incident module customizations and enhancements.• Experience on creation of catalog items, wizards, record producers, interceptors, user guide

• Building physical and virtual Linux servers from scratch and configuring and installations on the servers.• Implemented & installed RedHat 6.2/7.2 operating systems on LPAR using HMC.• Performed application installation and management on Linux servers for applications like• WebLogic, Apache Modules, MySQL, Jboss, and SQL server.• Created shell scripts and updated the scripts as per the requirement.• Worked on Python and bash scripting for daily automation tasks.• Resolve events related to servers, connectivity, and any operating systems related issues.• Perform weekly and monthly scans on the servers, network devices for vulnerabilities using tools like Qualys and Nessus.• Taking care of backup, off-site tape storage, and inventory-asset management.• Performing detailed false positive analysis of the results from the scans and providing suitable• solutions to remediate the vulnerabilities to different teams across the organization.• Applying security related patches to Red hat servers to remediate the vulnerabilities.• Familiarity with secure SDLC process.• Performed application and web security scans on the applications using automated tools.• Standardize client networks through Centralized Services.• Experience working with Red hat Operating systems version 6.• Assisting in compliance and reporting of the end point protection solutions (Anti-Virus & Anti-spyware)