Enterprise Service Management Tools Architecture with 7 plus years of experience in designing, implementing and administrating various tools. Areas of expertise includes ServiceNow, ITIL V3, CA Tools – ServiceDesk , Spectrum, Nimsoft, SOI, WAAE
Preparing the detail design documentation for operations
Implemented ServiceNow Calgary for customer which involved design of 40 catalog items and implementing other modules like Incident, Change, Problem, Knowledge, CMDB, Asset Management, Discovery
Upgraded ServiceNow from Calgary to Eureka.
Onsite cordinator for Customizing & Migrating eSRM (electronic Service Request Management) to ServiceNow (Eureka). This implementation was to migrate all the employees of customer from legacy system to servicenow. It involved design of 90 medium and complex catalog items.
Integrated Service Now with Peoplesoft, Fusion, Asset Management tools, Monitoring Tools, Active directory, bi-directional integration with other ITSM Tools, ODBC data extraction etc
Integrated Xtraction with Servicenow to provide enhanced reporting solution
Technical lead for CA SOI implementation and integration with ServiceNow. Designed and implemented custom solution for incident/event integration between CA SOI and ServiceNow
Technical lead for CA Nimsoft 7.6 implementation and configuration for 400 SQL servers for monitoring.
Conducted regular meeting with client to discuss new requirement, progress reports and escalations.
Daily scrum call with team to discuss new requirements, progress, issues and challenges.
Prepared weekly delivery report and explained activities performed by team to IT Operations Manager
Implemented and Customized various tools within stringent implementation timelines
Performed installation & configuration of the one click server, report manager,BOXI & spectro servers during CA Spectrum 9.2 implementation
Performed installation & configuration of eHealth 6.2.2, BOXI & EEM 8.4
Integrated third party tools, interfaces or applications with CA Spectrum. Developed integration between CA Spectrum and various other tools and applications like Vsphere, DPA, JAWS, Autosys,Solarwind, Nimsoft.
Provided production support for CA Spectrum 9.2 and CA Ehealth 6.2 which involved administering, customizing & upgrading of these tools. Enabled the automatic monitoring & alerting for 3300 Servers & Network devices & thousands of financial & SQL Jobs of XL Global Services.
Provided production support for CA Autosys, JAWS which involved administering, customizing & upgrading of these tools. This enabled the job scheduling & automatic predictive job failure, job delay analysis.
Provided production support for CA Unicenter
SD R11.2 and CA Unicenter SD R12.6. CA Service Desk is used by > 7,000 XL Employees and
Attended Change Advisory Board meetings and worked on escalated tickets and requirements.
Prepared technical design documents after analyzing the functional requirements and issues.
Monitored customer environment that included Windows 2003, Windows 2008 servers, Network devices like Cisco switches and routers and different applications like Claims, Dominos.
Managed Autosys architecture for automation and scheduling tasks around 400 servers and 80 thousand jobs approximate.
Provided L1 support for Servers and Network administration
Performed as first level of escalation for any issues,Organizing conference calls for bigger issues between different L2 and L3 teams
Preapred various daily reports to the business and different technical teams
Developed software for managing team members and their competency using C#,asp.net and Microsoft SQL 2005
Worked on documnetation of requirements
Preparing and sending the daily progress report
Testing code in real environment
Attended Initial learning program provided by Tata Consultancy Services
Attended technical class room training on C# and Microsft sql 2005
Scored first position in training final evaluation
Companies Worked For:
Job Titles Held: