Implementing, Customizing and Maintaining the ServiceNow platform, adhering to ITIL best practices, including integration with other tools and providing support for the ServiceNow Applications including resolving Incident and Problem tickets and fulfilling Service Catalog requests. • Implementation, Customization and Maintenance of core modules such as Incident, Problem, Change, Knowledge, Service Catalog, CMDB and CMS in ServiceNow.• Creating new catalog items, designing workflows using the Workflow Editor and execution plans. • Developed enhancements to the Incident Management module to track Incident Tasks for third parties and associated Service Level Agreements (SLA).• Customizing the SLA engine to meet specific Vendor and OLA requirements.• Planning and executing, migration from Legacy Knowledge Management to KM version 3.• Updating previous customizations to bring them in line with ITIL and ServiceNow Best Practice recommendations.• Enhancements to the Change Management module by customizing the Forms and workflows. • Enhancements to the Employee Self Service portal (ESS) including rebranding and providing interface to various table records.• Configured Front-end web / GUI components using JavaScript, Jelly, XML, CSS and HTML5.• Worked on UI Macros to create Gauges, Pages and Templates.• Configured multiple Forms for the Asset Management module using CMDB.• Resolving typical Users access and roles issues by checking Active Directory, users table and the Access Control List.• Writing Catalog Client Scripts and UI Policies to make client side changes using Glide /JavaScript.• Creating the UI Pages to use them in Catalog Items, Implemented using UI scripts.• Worked on Eureka versions and upgrading to Geneva versions.• Writing Script Includes and invoking them in Reference Qualifiers or variable scripting.• Troubleshooting SCCM integration issues.• Implementing an integration channel for multi-vendor integration using SOAP Web Services.

Implementing Service Request Management from End-to-End including integration with other tools and giving L3 support for the whole Service Catalog Application. Resolving Incident and Problem tickets and fulfilling Service Catalog requests. • Development of the Service Catalog; creating new Catalog Items, designing workflows and execution plans.• Creating functional and technical specifications documents for various ServiceNow modules• Implementation, Customization & Maintenance of core ITIL modules:Incident, Change, Problem, Knowledge, Service Catalog, CMDB and CMS.• Coordinating the instance upgrade activities.• Involved in cloning activities; raising the request for cloning, excluding tables, etc.• Configuring the CMDB application.• Implemented Discovery; set up MID Servers, connectivity and troubleshooting the ECC queue.• Configured Front-end web / GUI components using JavaScript, Jelly, XML, CSS, & HTML5.• Worked on UI Macros to create Gauges, Pages & Templates.• Configured multiple Forms for the Asset Management module using CMDB.• Resolving typical Users access and roles issues by checking Active Directory, users table & the Access Control List.• Creating database views to pull reports across multiple tables.• Writing Catalog Client Scripts and UI Policies to make client side changes using Glide/Jelly/JavaScript.• Creating UI Pages to use them in Catalog Items; Implemented using UI Scripts.• Creating Knowledge articles to document the steps in creating the catalog items.• Working on different kinds of variables and variable sets.• Worked on Dublin and Eureka versions.• Working on Order Guides, to enhance the user experience while ordering a Request Catalog Service.• Re-designed workflows using the Workflow Editor, reconciled complicated workflows to simpler form.• Writing Script Includes & invoking them in Reference Qualifiers or variable scripting. • Integrating the Service Catalog module with Netcool monitoring using SOAP Web Services.

Production support engineer for ServiceNow. Involved in integration and platform cutomuzations to the Service Catalog, CMS and Incident modules.• Working with client and functional requirements within ServiceNow.• Facilitating rollout of new applications and modules.• Design and implement new functionality using Business Rules, UI Policies, and Access Lists etc, utilizing JavaScript, Glide scripting & Jelly scripting.• Worked on Service Catalog, Request Items, Workflow Design and Configuration.• Created various workflows for Incident Management, Change Management, Service Requests and SLA's.• Created buttons and context menus both on Forms and Lists using UI Actions• Designed many email templates by using HTML and mail scripts to use in system notifications.• Worked with the Windows Team, Network Team and Asset Team in order to validate the data collected through Discovery.• Wrote Script Includes & invoked them in Business Rules and Client Scripts• Imported many CI's using Import Set Tables.• Imported Active Directory to ServiceNow using LDAP Integration.• Created data sources and loaded the ServiceNow tables with different data formats.• Created Transform Maps with automatic field mapping and scripting.• Worked on Berlin & Calgary versions.• Worked on Asset Management and data imports.• Integration of FireEye with ServiceNow using Email Inbound Actions and mail scripting.• Worked on the integration of ServiceNow with Siebel, integrated Service Catalog and Incident module.• Used JMS integration to fulfill this requirement, worked on Scheduled Jobs and Mid Server Script Includes to fulfill the requirements.

Integration project with The Peabody Group following a merger. In addition to support and management tasks for the Gallions domain, I was also responsible for requirements gathering and assisting the Peabody IT team with the integration of Gallions’ applications and systems into their domain. Also assisted with the design and implementation of ServiceNow core application for the helpdesk system and started my specialization here.● Working with client and functional requirements within ServiceNow.● Facilitating rollout of core applications and modules, Incident, Problem, Change, Service Catalog.● Using Help the Helpdesk to integrate network computer data into ServiceNow.● Imported Active Directory OU’s to ServiceNow using data sources.● Worked on Berlin version of ServiceNow.● Management of Windows Server, Exchange, Citrix and VMWare infrastructure.● Maintaining the Data backup/restore system.● Maintain the Helpdesk System and ensure that all interactions with the Helpdesk are logged in the system with appropriate urgency and classification. Collects and report on Helpdesk and SLA performance data.● Manage all technology assets and keeps Asset Databases up to date including software licenses.● Contribute to the availability management process and its operation and performs defined tasks including checking system performance.● Setup and management of client devices including laptops, desktops, thin clients and mobile device management (security, contract changes, technical support).● Manage security procedures to help prevent unauthorized access to Gallions’ systems.● Carry out hardware and software installations as required.● Define, document and carry out projects with active participation in all phases.● Review Gallions’ servers and systems and advise IT Manager on upgrades, configuration changes and cost saving initiatives.● Carries out agreed network configuration, installation and maintenance as requested. Assists in database support activities.

Audit of existing infrastructure and negotiating renewal terms with service providers. Researching media technology and providing a detailed specification for bringing the London Studio online including recruiting and managing a new team. Implementing a live streaming facility and enabling Google Apps for hosted applications. Replacing redundant systems with suitable High Definition equipment to improve the production quality and providing training and supervision in its use.

Brought in to help with the integration of the NETS Connectivity Support team with the Application Support Group team to provide the Electronic trading service desk with one support team in an ITIL environment. * 1st/2nd line connectivity and Citrix plant support. * Ready-for-business checks & turnover executions.* Incident Management & outage resolutions.* Managing AD Domain with over 500 users in the Citrix plant.* Troubleshoot connectivity issues between the firm and over 500 external clients.* Application management, testing, previews, and rollouts of over 12 Citrix trading applications.* VB scripting to generate reports on plant operation, performance, statistics and capacity management as well as mass modifications during planned turnovers. * Liaising with third party vendors, 3rd line support teams to troubleshoot orders and maintain correct market data. * Cross-training with the ASG team.* Transition planning and support on Citrix NGIP (Next Generation Internet Plant) project.* Release and Deployment management of applications and users in Citrix migration project. * Maintaining ASG runbook.* Monitoring of productions servers, hosted applications and external client sessions. * Representing ASG in firm wide turnover meetings.* Weekend BCP/DR/Powerdowns/turnovers.

A multi-roled contract with fixed deliverables in a high-pressure live news delivery environment with ongoing responsibilities supporting the IT infrastructure as well as live production workflows. * Implementing ITIL aligned service desk system based on Spiceworks IT Management System.* Supporting an AD domain over 3 sites from a central HQ.* Troubleshooting network printer issues.* Supporting PC and MAC Video Editing workstations with FTP delivery to a central media storage (NAS) and distribution server. * PC build and Windows 7 rollout using Norton Ghost imaging software. * VMWare project evaluation.* Audit of existing infrastructure including all network servers and live-broadcast media devices. * Network testing and cabling. * Preparation of a “Run-book” and training of new staff in operational procedures and outage scenarios.* Implementation of a document store on local intranet. * Configuring and supporting broadcast encoders for uplink to NileSat. * Network WAN/LAN management and support. * Hands on setup of news set, camera, lighting, sound control during live productions.

Providing Advanced Infrastructure, Networking and Security solutions to tier-1 clients including pre-sales auditing, onsite level-2 support, advanced troubleshooting and ad-hoc projects as well as remote monitoring and support from the central enterprise command centre.Support for Tier-1 clients included FTSE 100, Financial and Global companies (PK Invest, Marble Bar Asset Management, Curzon Global Partners, British Land, Levitt Bernstein Associates, Parkview International, NRG Group UK and others).

Client-facing role providing onsite support, network installations, Server configurations, desktop rollouts, ADSL provisioning/router/network configurations. Also providing Remote Desktop support using Phone, Instant Messenger and VNC.Team leader developing dynamic database-driven and ecommerce websites using ColdFusion, Flash, ASP, PHP scripting languages and Access and SQL databases.

Floor-walker desktop support including MS outlook and Lotus notes. Managing the M&G Fund project to create a secure and stable online ISA investment service.

Classroom infrastructure. Assistant trainer for PC Support and Windows NT courses.