• Provided L2 support for ServiceNow issues & queries• Administration knowledge across all core ServiceNow modules IM, PM, CM, KM, CMDB, SLA, and Integration with other systems. • Interact with client business and technical teams in person/remotely• Performed UAT (User Acceptance Test) for new versions of ServiceNow, before Implementation in Production Environment• Responsible for Implementation/ Customer on-boarding on ServiceNow• Experienced on ServiceNow Administration and Troubleshooting• Experienced on Reporting and dashboard configuration• Work with business users to identify and refine business requirements and workflows• Create users, setup ACL and provide access to departments and users on ServiceNow Instances• Perform testing of vendor-provided updates and new releases in ServiceNow• Provide training and support to junior ServiceNow developers/trainees• To work with managers for resourcing and enable them as per the schedule plan.

• Creating & logging tickets through Phone and Email in Remedy v7.5 tool which is based on ITIL definitions.• Creating and assigning the Incident/ change requests to Proper Team in Remedy tool.• Monitoring Service Desk Inbound calls Queue and maintaining SLA (Service Level Agreement) Matrix.• Taking reports from Avaya – Daily calls.• Taking reports from Remedy and pivoting into excel for monthly performance calculation for SD Analysts.• Monitoring SD Inbound call Queue and maintaining SLA (Service Level Agreement) Matrix.• Creating & logging tickets in “Remedy v7.5” tool which is based on ITIL definitions.• Creating and assigning the Incident/ change requests to Proper Team in Remedy tool.• Monitoring Server activities in Nagios and Sending email notifications to all users for emergency maintenance and outages• Administrator for Shared drives across the entire region by creating security groups and managing users for the same.• Managing Support desktop (Terminal server used by support analysts).• Working in DSM Explorer tool & Altiris for taking remote control of end users PC and deploying software through silent installation.• Creating and Managing distribution lists and security groups in AD• Moving mailbox from one location to another in Exchange server• Adding additional email address/ forwarding emails to another email address from exchange server.• Creating ICA files in Citrix and granting application access to users according to their roles.• Creating users/ Assigning roles/ Resetting password for Oracle based application.• Creating/ modifying /Deleting users in Blackberry server• Creating/Suspending user accounts for Guest users from CISCO server interface.• Retrieving documents from Tivoli/ Symantec/ Windows Previous version• Configuring and troubleshooting of MS Office 2003/2007/2010 applications.• Managing NOGAT (BizTalk) Server.Achievement:• Awarded as a Top Performer of the Quarter - Q4 for a team of 125.

• Creating and assigning the Incident/ change requests to Proper Team in Remedy tool.• Monitoring Service Desk Inbound calls Queue and maintaining SLA (Service Level Agreement) Matrix.• Taking reports from Avaya – Daily calls.• Taking reports from Remedy and pivoting into excel for monthly performance calculation for SD Analysts.o Creating & logging tickets in “Remedy v7.5” tool which is based on ITIL definitions.o Creating and assigning the Incident/ change requests to Proper Team in Remedy tool.o Monitoring Server activities in Nagios and Sending email notifications to all users for emergency maintenance and outageso Administrator for Shared drives across the entire region by creating security groups and managing users for the same.o Working in DSM Explorer tool & Altiris for taking remote control of end users PC and deploying software through silent installation.o Creating and Managing distribution lists and security groups in ADo Moving mailbox from one location to another in Exchange servero Adding additional email address/ forwarding emails to another email address from exchange server.o Creating/ modifying /Deleting users in Blackberry servero Processing and Releasing business related Emails from Mail Marshal servero Creating/Suspending user accounts for Guest users from CISCO server interface.o Retrieving documents from Tivoli/ Symantec/ Windows Previous versiono Trouble shooting for SAP related errorso Configuring and troubleshooting of MS Office 2003/2007/2010 applications