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Abdul Raheem Shaik - ServiceNow Admin & Developer

[email protected]

Location: Alhambra Valley, California, USA

Relocation: No

Visa: GC

Abdul Raheem Shaik ServiceNow Admin come Developer +1 7577433335 [email protected] PROFESSIONAL SUMMARY IT Professional with 8+ years experience as Systems Engineering/Administration, supporting Windows. Have a good hands-on experience in implementing Business rules, Script includes, Client Scripts, Email Scripts, inbound Email actions, Flow Designer, UI actions, UI pages, predictive Intelligence, Integration Hub ETL Framework Have implemented Predictive Intelligence Machine Learning Solutions in current Project. Having hands on experience in Flow designer. Have worked in Upgrade and cloning of ServiceNow platform. Recently (July 2021) completed upgrade successfully by following the necessary prerequisites and steps that are required for standard upgrade process. Worked on Integrating ServiceNow with third party tools using REST web services both Bi-directional and uni-directional. I have implemented the Virtual Agent chat setup with Teams ad also worked on creating the Virtual agent topics using NLU. Experience in working on design, implementation, development, maintenance and support as a ServiceNow Developer ITSM platform to meet business needs. Worked in ServiceNow Integrations with third party tools and LDAP integrations. Have worked in Performance Analytics Reports and Dashboard creations Have good understanding and experience in working on Development with following ITSM and other modules: Service Desk Incident Management Service Catalogue Management Problem Management Knowledge Management Change Management Service Level Management Service Portal Demand Management Subscription Management 3rd Party Integrations Virtual Agent Setup Agent Chat Predictive Intelligence Performance Analytics CSM Integration Hub ETL Framework Have worked in developing Service Catalog items, Record producers and Order guides Set up Response and Resolution SLAs for different Business Partners. Maintaining SLA/OLA/UPC. Worked on Various Web Services Integrations like Inbound and Outbound using SOAP and REST APIs. Worked and having knowledge on Email Integration Techniques. Implemented Email filters for incoming emails in Service Now. Access Control Rules(ACL) for securing and providing the right access to right person/role. Good experience on working with Database views, UI Policy, and Data Policy. Have implemented Predictive Intelligence Machine Learning Solutions using clustering, similarity and regression machine learning solutions. Worked on Incident Management, Service Request Catalogs, Knowledge Management, Change Management, Problem Management, CMDB and Service Portal, CSM, Demand management etc. Worked on Integrating ServiceNow with third party tools using REST web services both Bi-directional and uni-directional by implying all security standards followed in Paypal. Worked on understanding the customer pain points and providing the best generic solutions to the customers from the current process they are following related to the Modules that we have in ServiceNow like ITSM, ITOM, ITBM, Predictive Intelligence, Performance Analytics dashboards etc. Have done a complete design document with all technical specifications and post Architectural team s approval have implemented them in the Application. Have given many generic solutions like setting up a generic inbound email action which can convert incoming emails to corresponding ticket types based on emailid and implemented same with one single inbound action. Having hands on experience in Flow designer. Have implemented the Integration Hub ETL Framework for the customer where connected many third-party tools to populate data in CMDB using the ETL framework along with classes and relationships setup. Have hands on experience in server-side scripting SKILLS SUMMARY Languages Known Java, C++, Java scripts. Applications and Software Microsoft Exchange 2007, 2010, 2013, Exchange 2016, Exchange Online, Lync 2013, Lync 2015, SharePoint 2013/2010/2007, Office 365, Skype, Skype-for-Business, Outlook Client, Outlook OWA, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) CERTIFICATION ITIL V3 Foundation Certification ServiceNow Administration Certificate WORK EXPERIENCE Tech Mahindra Jul 2021- Current SERVICENOW SENIOR DEVELOPER Responsibilities: Have a good hands-on experience in implementing Business rules, Script includes, Client Scripts, Email Scripts, inbound Email actions, Flow Designer, UI actions, UI pages, predictive Intelligence, Integration Hub ETL Framework Have implemented Predictive Intelligence Machine Learning Solutions in current Project. Having hands on experience in Flow designer. Have worked in Upgrade and cloning of ServiceNow platform. Recently (July 2021) completed upgrade successfully by following the necessary prerequisites and steps that are required for standard upgrade process. Worked on Integrating ServiceNow with third party tools using REST web services both Bi-directional and uni-directional. I have implemented the Virtual Agent chat setup with Teams ad also worked on creating the Virtual agent topics using NLU. Experience in working on design, implementation, development, maintenance and support as a ServiceNow Developer ITSM platform to meet business needs. Worked in ServiceNow Integrations with third party tools and LDAP integrations. Have worked in Performance Analytics Reports and Dashboard creations. Have good understanding and experience in working on Development with following ITSM and other modules: Service Desk Incident Management Service Catalogue Management Problem Management Knowledge Management Change Management Service Level Management Service Portal Demand Management Subscription Management 3rd Party Integrations Virtual Agent Setup Agent Chat Predictive Intelligence Performance Analytics CSM Integration Hub ETL Framework Have worked in developing Service Catalog items, Record producers and Order guides Set up Response and Resolution SLAs for different Business Partners. Maintaining SLA/OLA/UPC. Worked on Various Web Services Integrations like Inbound and Outbound using SOAP and REST APIs. Worked and having knowledge on Email Integration Techniques. Implemented Email filters for incoming emails in Service Now. Access Control Rules(ACL) for securing and providing the right access to right person/role. Good experience on working with Database views, UI Policy, and Data Policy. Amex Arizona Jan 2018- May 2021 SERVICENOW DEVELOPER AND DESIGN ANALYST Worked as ServiceNow Design Analyst and Implementation specialist. Have implemented Predictive Intelligence Machine Learning Solutions using clustering, similarity and regression machine learning solutions. Worked on Incident Management, Service Request Catalogs, Knowledge Management, Change Management, Problem Management, CMDB and Service Portal, CSM, Demand management etc. Worked on Integrating ServiceNow with third party tools using REST web services both Bi-directional and uni-directional by implying all security standards followed in Paypal. Worked on understanding the customer pain points and providing the best generic solutions to the customers from the current process they are following related to the Modules that we have in ServiceNow like ITSM, ITOM, ITBM, Predictive Intelligence, Performance Analytics dashboards etc. Have done a complete design document with all technical specifications and post Architectural team s approval have implemented them in the Application. Have given many generic solutions like setting up a generic inbound email action which can convert incoming emails to corresponding ticket types based on emailid and implemented same with one single inbound action. Having hands on experience in Flow designer. Have implemented the Integration Hub ETL Framework for the customer where connected many third-party tools to populate data in CMDB using the ETL framework along with classes and relationships setup. Have hands on experience in server-side scripting. NTT Data, Virginia Sep 2016 Nov 2017 ServiceNow System Admin come Developer Working on Incident Management, Service Request Catalogs, Knowledge Management, Change Management, Problem Management, CMDB and Service Portal. Working on UI Policies, Data Policies, Client Scripts, Business Rules, Script Includes for designing forms, pages as per business needs. Configuring Email Notifications, Inbound email actions and monitoring the instance performance. Involved in Remedy and Service Now Integrations via email notifications. And able to troubleshoot issues in them. Involved in developing the Lookup tables for data population on SR different forms based on a common/standard workflow. Provided continuously support in delivering the ITSM modules enhancements and handling Issues and Taking care of BAU activities. Developed Email Integrations using Inbound email actions. Keywords: cplusplus user interface business intelligence active directory information technology