A highly qualified, dedicated, results-driven, and accomplished IT Service Specialist. Recognized as a high-caliber professional with diverse skills in change, incident, service request, CI status changes, linking, and synchronization of data to CMDB. Adept at managing service requests in CMDB and work orders for adding business applications, and in performing, monitoring, and scheduling of TADDM discoveries; able to create/modify scopes in TADDM and access lists in TADDM.
Recognized as a well-spoken, energetic, confident, and personable person. Possesses a wide breadth of experience transferable to multiple career sectors. A collaborative communicator continually focused on building relationships and promoting synergy across business lines to drive positive changes, cohesive, comprehensive business approaches, and enhanced operations.
Experience Knowledge Include:
Configuration Management | Asset Management | Service Desk Support | Troubleshooting | Issue Resolution | SQL Server | Operating Systems | CMDB Advanced (CCMDB & ServiceNow CMDB) | Discovery Tools | ITSM Admin | Change Management | Incident Management|
|Last Resume Update||September 24, 2018|
|Address||Abu Dhabi, United Arab Emirates|
IT service Specialist
Demonstrated an in-depth, hands-on knowledge of ServiceNow CMDB, ITSM Administration, ServiceNow Discovery, SCCM Discovery Administration, handling of Configuration Management, and Asset Management. Collaborated with the Procurement Team, and the Server & Networking teams. A key player involved in business management calls in partnership with the management team.
Managed end-to-end configuration management ticket queues including change and incident tickets. Administered all change requests that belonged to servers and networking lifecycles. Submitted weekly reports for new build servers and end-of-life servers to all managers and department heads.
Completed CMDB – Configuration Item audits.
Successfully maintained servers, application, and database service line architectures.
Maintained an overall SLA and SLO.
Senior Operation Professional
Responsible for Discovery Management, CMDB Administration, and server troubleshooting. Worked successfully in a cross-functional team environment including with development, networking, operating systems, databases, and application servers. Maintained open channels of communication with IT personnel to build application and business service models in TADDM and the CMDB.
Managed multiple tasks simultaneously and adapted quickly to changes. Tasked with managing incidents, service requests, and CI status changing/linking and synchronizing for data to the CMDB.. Attended and actively participated in regular incident management meetings. Monitored and scheduled TADDM discoveries. Reported to Configuration Management teams on Discovery Health and Discoveries; and resolved discovery issues. Tracked customer requirements, and created scripts to collect custom information about various systems.
Collaborated with data gathering architects to gather information needed for target accomplishments.
Performed discoveries and troubleshot access issues on Discovery systems; performed updates and upgrades to TADDM systems.
Demonstrated a strong attention to detail and the ability to follow through with open issues until resolved.
Resolved LDAP, HOST Signature, WMI, user authentication, and network-related issues.
Worked in India’s leading Telecom Company Project. Maintained India’s customer details and customer service call details. Prepared daily, weekly, and monthly reports. Conducted user access administration in SQL servers. Developed multiple dashboards as per customer requirements.
M.Sc., Software Engineering