Neha
nehamishra31@gmail.com
478-287-8006
740 Sidney Marcus BLVD
Atlanta, GA 30389
IT Service Management Lead/ Solution Architect
14 years experience W2
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Summary

12 years of IT industry experience in ITSM and CMDB implementation and configuration in Service Now and BMC Remedy -Worked in service management application development, Administration, Business Analysis, Data Analysis, Business Process Analysis and Operational support. -Experience in Designing, Developing and Administering ITSM and ITOM in ServiceNow -Hands on experience on various IT services of tool like Event Management, Service Mapping, Service Catalog Requests, Customer service management, Configuration Management Database (CMDB), Service Now Administration, Incident, Problem, change, Knowledge Management System, Reports, Custom Applications, Performance Analytics, Integrations with Web services -Managing data with ServiceNow tables, CMDB import sets using Transform Maps, Users, Groups and Roles. -Very good understanding of ServiceNow CMDB hierarchy, table structure and how CMDB and Asset data is handled. -Defining the process for each service request. Creating scheduled tasks, monitoring ticket queues, and generating statistics. -Well Acquainted with BMC Helix Platform, Configuration & Development and Integration with other Tools. -Managed Hardware & Software Assets throughout the lifecycle using BMC ARS 19.1 and FNMS( Flexnet manager suite) and implemented variety of Reports/Dashboards using BMC Smart Reports -Worked as Process lead to build & improve end to end process for Asset lifecycle -Ensured the quality, accuracy & integrity of Hardware and Software Data from various sources into the CMDB (BMC Remedy) -Strategic thinker with effective communication skills -Good acquaintance in implementation, configuration, customization and administration of BMC Remedy AR System and Remedy ITSM and CMDB. -Worked on almost all the flavors of BMC Remedy and has played different roles like Project Lead, architect, developer and technical support. -Strong knowledge in CMDB and has worked for 8 years in CMDB projects -Well versed with ITIL Processes which are used for IT Service Management implementations. -Subject Matter Expertise in all the ITSM modules like ITSM Foundation Data, Incident Management, Problem Management, Change Management, Service Level Management, Asset Management, Service Request Management, Configuration Management Database, Approval Engine, Full Text Searching (ITSM 8.x and 9.1) -Strong Database skills and Unix development knowledge -Excellent communication skills, interpersonal skills, self-motivated, quick learner, team player. -Proficient in analyzing and translating business requirements to technical requirements.

Experience
Education
Bachelor's in Electrical Engineering
Anna University India 2008
Bachelor's in Electronics and communication
Anna University
Attended in Science
KV 3 kanpur , U.P
Certifications
ITIL Foundation Level
AXELOS Global Best Practice, 2019
Skills
ITSM
2021
8
CMDB
2023
6
BMC Remedy
2017
5
Change Management
2015
3
Incident Management
2015
3
Problem Management
2015
3
Training
2015
3
Analysis
2015
2
BMC AIE
2015
2
Business Analysis
2023
2
Business Requirements
2013
2
Documentation
2013
2
EMC
2013
2
EMC SMARTS
2013
2
Netcool
2013
2
Network Monitoring
2013
2
Software Asset Management
2013
2
Asset Management
2023
1
BMC Atrium
2014
1
Continuous Integration
2014
1
Requirements Gathering
2015
1
ServiceNow
2023
1
System Analysis
2014
1
Systems Integration
2015
1
uCMDB
2014
1
UNIX
2014
1
Amdocs Clarify
0
1
Application Development
0
1
BMC Control-M
0
1
BMC Discovery
0
1
Configuration Management
0
1
Customer Service
0
1
Data Analysis
0
1
Flexera Data Platform
0
1
ITIL
0
1
Java
0
1
Microsoft Excel
0
1
Microsoft SMS Server
0
1
mSQL
0
1
Oracle
0
1
PL/SQL
0
1
Project Management
0
1
Requirement Analysis
0
1
SACM
0
1
Scripting
0
1
Shell Scripts
0
1
Software
0
1
Software Architect
0
1
Solutions Architecture
0
1
SQL
0
1
WebServices
0
1
Languages
English, Fluent/Bilingual