Puneet Gupta Email & Phone Number

Accomplished IT Service Management professional with 15 years of experience.Roles & Responsibilities: Identifying improvement opportunities and highlighting them to management where applicable. ServiceNow Administration:Configure user accounts, groups, and roles, creating new and updating existing catalog items. Hands-on Experience in customizing an instance, importing users, and configuring security. Moving Update sets from development to test and to production. Servicenow Integrations Completed: • Servicenow - Bomgar (Remote Support) • Servicenow - Aternity (End User Experience Monitoring) • Servicenow - Zscaler (Private Access & Internet Security) • Servicenow - Amazon Connect (Omnichannel Cloud Contact Center)Work with Project teams to develop documentation & product knowledge for the new service roll-out.Recommend technical solutions to help with the support plan of a specific product.Train support staff to drive better customer success.Facilitate continuous feedback sessions with support staff & end users about new service roll-out and ensure that the best solution is in place.Skilled in Servers, Troubleshooting, Active Directory, Windows, Mac, and ServiceNow. ITIL V3 Certified. MCP certified. Certified Scrum Master.

Listed skills include Active Directory, Troubleshooting, Servers, Vpn, and 8 others.