Project#1Implemented ITSM Incident Management: Customized the OOB incident process and defined the custom state flow, defined both Response and Resolution SLAs, Configured Assignment rules, Configured Priority matrix and customized the incident management process based on the client requirements Major incident management (MIM): Customized Major incident management by configuring trigger rules, customized OOB Promote/Demote UI pages and worked on defining the communication plans in MIM workbench Problem Management: Customized problem management by defining the custom process of problem to create problem tasks, approvals and based on the type/Priority. Knowledge Management: Defined knowledge bases, customized the knowledge article approval process by customizing the workflow Change management: Customized the complete change management workflows for all the change types, added a new change type and added a custom flow, worked on risk conditions, conflict management, change policies to customize the approval process for the respective types, defined standard change templates and configured the standard change properties. Project#2 Broadcast and media (Southern Cross Austereo - SCA) Created and published product and service catalogs that we can share with customers (Simple, medium, and complex) Customized the OOTB incident and Change management process to client standards. Enhanced workflow and flow designer automations. Cloning and upgrading instance to latest release. Managed service enhanced third party integration (Solar winds). Setup Virtual agent, branding, configuring and built & designed custom bot conversation to help users with various issues and queries. Project#3 Investment Banking (Charter Hall) Created and published product and service catalogs that we can share with customers (Simple, medium, and complex). Customized the OOTB incident and Change management process to client standards. Enhanced workflow and flow designer automations.

• Processed claims for payment form Medicare and various private insurance carriers.• As a claims representative handled physician claims involved in entering claims into the system.• Analysing the claim based on the claim status and allowing the payment to either member or provider based on the eligibility• End-to-End knowledge on a claim processing