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PH - 469-230-9261
gsandeep2010@gmail.com
ServiceNow Certified System Administrator
PROFESSIONAL SUMMERY:
About 5 years of experience in IT Industry with ITIL and IT Service Management Solutions in IT
Infrastructure with expertise in the ITSM suite (ServiceNow)
Good knowledge about IT Infrastructure Library (ITIL) standards which are helpful in development and
customization of IT service management applications.
ServiceNow expert with experience on implementing end-to-end Service Catalog, Incident Management,
Configuration & Asset Management, Change Management and Release Management with extensive
knowledge on Content Management System
Involved in managing system configurations, gathering and documenting user and process requirements,
developing workflow customizations, and performing quality assurance testing, user acceptance testing
and third party integration for Service Now platform.
Configuration and customization of Help Desk, Change/Incident/Problem/asset Management Modules
including: Business Rules, Client Scripts, Dictionary Overrides, UI Policies and UI Actions based on user
requirements
Excellent interpersonal and communication skills and ability to work in a team as well as individually and
interacting with development team and business analyst.
Strong working knowledge of software Development Life Cycle (SDLC) Testing Methodologies,
Techniques and good working knowledge on Software Development Methodologies like RUP, Agile
Scrum, Waterfall and V-model.
Proficient in Microsoft suite like Word, Excel, Power point and Visio.
Excellent communication, presentation and project management skills.
TECHNICAL SKILLS:
ITIL ITSM, ITIL, Service Now, CMS, SCR, SAM, and LDAP.
Programming Languages C, C++, Java, SQL, PL/SQL.
Java JDK 1.6, Collections, Multithreading, Networking, Generics,
Exception Handling, Files and Streams, JDBC.
Software Methodologies SDLC, Waterfall, Agile, XP, Scrum.
Databases Oracle 10g, MySQL.
Database Tools SQL Client, TOAD, SQL Developer.
Web/Application Servers IBM Web Sphere 6.x, Web Logic 10, Apache Tomcat.
Education:
Bachelor in Electronics and Communication Apr 2011
Masters of Science, Information Technology and Management Dec 2015
PROFESSIONAL EXPERIENCE
Description: Implementing Service Request Management from End-to-End including the integrations with other
tools and giving L3 support for the whole Service Catalog Application including resolving the incidents and
problem tickets on Service Catalog
Description: The project involved design and configuration of Service Level Agreements and Operational Level
Agreements in ServiceNow tool for both Internal and External service providers. The responsibility also involved
implementing, documenting and Maintaining Service Now environment on a daily basis.
Client: Convergys India Services Pvt. Ltd. India Apr 2010 Mar 2011
Role: Jr. Java/J2EE Developer
Designed and developed base classes, framework classes and re -usable components.
Extensively involved in requirement analysis, design analysis, bug fixes and documentation.
Agile methodology of software development using practices of short iteration sprints and scrum.
Designed web pages using Java script/ HTML.
Validations for the Client Side were done using JavaScript.
Tested performance for queries &procedures in the database.
Used Rationalsynergy as a version-controlling tool for managing the module developments.
Perform system/Integration testing and Support Client Acceptance testing.
Created a Front-end application using JSPs and Struts MVC for registering a new clients and configured it
to connect to database using Hibernate.
Developed and provided support to many components of this application from end -to-end, i.e. Front-end
(View) to Web Methods and Database.
Developed JSP pages and developed web application using Struts Action classes and Action Form classes of
Struts Frame work.
Configured Struts-config.xml and Web.xml, Struts-specific descriptor.
Environment: J2EE, Java, Servlets, JSP, JDBC, Oracle 10g/9i, UML, XML, CSS, JavaScript, Websphere 6.1, Tomcat
app Server7, PL/SQL