| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateDIVYARAAMAMOORTHYEMAIL AVAILABLEomPHONE NUMBER AVAILABLEMcKinney, TX 75069Highly skilled and dedicated professional seeking a position in ServiceNow Incident Management. Offering extensive experience in incident resolution, problem analysis and service improvement. Committed to delivering exceptional customer service and ensuring the smooth operation of IT services.PROFESSIONAL SUMMARYHCL Technologies Ltd - System Analyst12/2022 - 09/2023WORK HISTORYManaged and resolved incidents reported through the ServiceNow platform, adhering to defined SLAs and ensuring customer satisfactionConducted thorough incident analysis, identifying trends and patterns to prevent future occurrencesCollaborated with cross-functional teams, including IT support, development, and infrastructure, to resolve complex incidentsPrioritized incidents based on impact and urgency, ensuring appropriate resources were allocated for timely resolutionDeveloped and maintained incident management processes and procedures, ensuring compliance with ITIL standardsConducted regular incident reviews and provided recommendations for service improvementActed as a point of contact for major incidents, coordinating communication and driving resolution effortsTrained and mentored junior team members, ensuring their proficiency in incident management processStrong knowledge of operating systems (Windows, macOS, Linux) and productivity software - Microsoft Office Suite Diagnose and troubleshoot network connectivity problems Assisted in the implementation and customization of the ServiceNow Incident Management moduleMonitored and managed the incident queue, ensuring timely assignment and resolution of incidentsConducted root cause analysis for recurring incidents, implementing preventive measures to minimize future occurrencesCollaborated with service desk and technical teams to ensure effective incident communication and resolutionDeveloped and maintained incident management reports and dashboards, providing insights into incident trends and performance metrics Participated in incident management meetings and provided updates SKILLSProgramming Languages: C, C++,JavaBig data Technologies: HadoopHDFS, MapReduce, Hadoopecosystem Hive, HBase,Zookeeper, Pig, Oozie, Flume,Ganglia, Ambari, ApacheHadoop, CDH4, HortonworksDatabase Development: SQL,PL/SQL, Toad, SQL developertools Unix, Linux, CentOSClear basic, shell scripting,Amdocs Clarify, WebLogicadministrationAnna UniversityIndia 05/2013Bachelor of Engineering in EEGPA: 7/10EDUCATIONGR750137782DRhttps://bcert.me/bc/html/show-CERTIFICATIONSBig data developer, Wileycertified big data developerissued by Wrox, USAITIL foundation certified in ITService Management Certified Scrum Masterbadge.html?b=gwnnbhumhttps://bcert.me/bc/html/show-badge.html?b=vahylvll Certified Scrum Product OwnerHappiness Evangelist Awardeefrom Happiest MindsTechnologiesHappiest Minds Technologies - Senior Engineer10/2013 - 01/2017Project 1 :CompuCom (IT Services and IT Consulting) Industry-leading IT managed services provider.on incident status and progressAssisted in the development and execution of incident management training programs for end-usersUtilize ticketing system to track and document customer issues, ensuring accurate and timely updatesConduct hardware and software installations, upgrades, and configurations for desktops, laptops, and mobile devicesTrain end-users on software applications and provide guidance on best practices for productivity and securityMaintain accurate inventory records for hardware and software assets, including license management and software updatesAssist in the implementation of IT projects, including system upgrades, migrations, and deploymentsStay up to date with emerging technologies and industry trends to provide proactive technical recommendations to clientsExcellent analytical and problem-solving abilities, with a proven track record of diagnosing and resolving technical issues efficiently.Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Change Management, and Knowledge Management providing technical support and troubleshooting for complex IT systemsStrong knowledge of incident management processes, including triaging, prioritizing, and resolving incidents to meet service level agreements (SLAs)Proficient in handling service requests, including user provisioning, access management, and application supportExtensive experience in change management, including assessing impact, planning, implementing, and documenting changes to minimize disruptionsCoordinate and participate in change management activities, including change assessments, approvals, planning, and executionTo prioritize workload and escalate high priority calls to the Service Desk Manager, Incident Manager or Service Operations Manager as necessarySkilled in resolving major incidents with Priority 1, 2, and 3, ensuring timely restoration of services and minimizing the impact on business operationsMaintain comprehensive documentation of incident resolutions, service requests, and change management activitiesContinuously monitor system performance and availability, proactively identifying potential issues and implementing proactive measuresCollaborate with cross-functional teams, including developers, system administrators, and network engineers, to ensure smooth operation and optimization of IT systemsParticipate in on-call rotations and provide 24/7 support for critical incidents and service disruptionsContribute to process improvement initiatives and share knowledge through training sessions and documentationProject 2:Foreign Workers Centralized Management System (Department of Immigration, Malaysia)Project 3:Rackspace Data Integration (Rackspace)Excellent communication skills, ability to understand customer issues and resolve them quickly and efficientlyPerform root cause analysis for major incidents and implement corrective actions to prevent future occurrencesIdentify opportunities for optimizing system performance and provide suggestions for developmentWorks with Team to achieve performance goals and increase productivityConducted remote troubleshooting sessions to diagnose and resolve technical problemsDocumented technical solutions and created knowledge base articles for internal and customer use Assisted in maintaining IT inventory and asset management records. Architecting, Implementing, and troubleshooting all aspects of Cassandra.Responsible for implementing Cassandra Cluster environment to best fit application performance, reliability, and usage.Working closely with development on implementation of queries, collections, and documents.Working with documentation team to ensure any issues affecting functionality are properly reflected in the documentation. Exploring new tools in big data to address customer problems. Install, configure, update, and troubleshoot of MongoDB and Cassandra environment.Performed queries relating to Cassandra, Managed, and maintained internal production databases. Used DDL and DML operations in Cassandra clusters. Analyzing tables and indexes for performance tuning and query performance in Cassandra.Interacting with the team and resolving the technical and functional queries. Maintained clusters and monitored using OpsCenter in Cassandra. Get data from Cassandra to Hadoop dynamically using Pig scripts. Run the pig scripts on top of Cassandra cluster and get data from Cassandra and stored it in Hadoop file system.Setup Cassandra cluster with replications and maintain the cluster up to date without data loss. Export data from HDFS to MySQL tables using Sqoop. Export data from Hadoop Distributed file system to hive external tables. |
