Sir/Madam

My resume is enclosed for your review and consideration. To describe myself in a nutshell, I am hardworking; ready to take up any challenge of life abreast with the latest trends and a team player with good communication skills.

Presently I am seeking a challenging job that would synergize my skills and knowledge with the objectives of the organization. A responsible, reliable and committed worker, give my best both as a part of a team and working as an individual.

Dedicated and focused individual, determined to add value to the organization I work for, through my knowledge and learning ability. Possess well developed communication skills with reputation of unwavering accuracy, credibility and integrity

The above credentials along with my enclosed resume make me ideally suitable for a position in your organization. I would appreciate an opportunity for a personal interview.

Thanking you.

Regards

Kanika Sharma

KANIKA SHARMAContact: +91-8505982229

: +91-9821129892

E-mail:-kanika260890@gmail.com Kanika_s@hcl.com

Career ObjectiveSeeking an opportunity for professional challenge and growth to support and enhance co-operative objectives of the organisation

Skill Summary:

Having 4 years of experience in IT operation and support.

Almost 1.5 years of experience in Service-Now(Admin).

Well versed in ITIL(foundation)

Well versed in SERVICE-NOW concepts like Incident, Problem, Change, Configuration ManagementCMDB,EXTENDED CMDB, Service catalog, Client side, Reports, Workflows, Imports and Update sets etc.

Well versed in Form Customizations, Creating views and sections for different roles, User administration(creating users, roles, groups, assigning them with each other),SLM(SLA,OLA,UC).

Well versed in application support.

Technological Skill-Set:

LANGUAGE: C, J2SE, J2EE (JDBC, SERVLETS, JSP), HTML, JAVASCRIPT. CLOUD COMPUTING: SERVICE-NOW (ADMIN). CLOUD ARCHITECTURE: DEPLOYMENT MODELS, CLOUD GOVERNANCE, CLOUD

DEPLOYMENT. DATABASE: ORACLE 11i ,SQL SERVER 2008, OPERATING SYSTEM: WINDOWS 98, XP, WINDOWS 7.

Certification Undertaken Percentage Year

CCNA- Routing and Switching 96% 2012CCNA Voice 98% 2014

Tools Used:

Service-Now Unity HP Quality Center HP ALM Performance Center PPMC(Project and Portfolio Management Center)

SQL server 2008 Active Directory Cisco CUCM Vayousphere

Professional Experience: Working with HCL Technologies Ltd. from Feb 2013 till Date

Project Name: EMC CorporationCLIENT: EMCROLE: TECHNICAL LEADDESIGNATION: Assistant ManagerDURATION: 20MonthsTEAM SIZE: 20

Roles & Responsibilities:Working with the team to achieve their goals and targets.Improving the performance and quality of the work for new joiners. Provide trainings and counselling sessions for the new joiners.

Working as Team Lead Continual Service Improvement Plans Knowledge Base Management Preparing the KBs Performance Improvement Plans Preparing reports Data management Quality audits Provide trainings Working on the performance for the team Managing and meeting the targets for team Handling Escalations

Project Name: EMC TIER 1.5

CLIENT: EMCROLE: Subject Matter ExpertDESIGNATION: SpecialistDURATION: 12 MonthsTEAM SIZE: 20

Roles & Responsibilities:

Provide the support to the clients/customers. Maintenance and troubleshooting of all Business Critical and Mission Critical application related issues. Providing support related to Cisco IP Soft-phone configuration and Cisco Unity mailbox creation. Troubleshooting project specific application related issues which are regarding to their functionality and usage. Handling escalations and upgradations and implementations regarding the applications as per client requirement.

Worked as SME. Handling Business Transitions

Handling Mission Critical and Business Critical applications[Oracle-11i (Field Service, Contracts, RQF, Project Accounting),eRoom, ESRS, Goal online and epas Support.emc.com/Service-Center, EAS, Servigistics, Propel R3-Quotes and My Order,SAP-SRM

Working on Cisco CUCM console. PlanIT(Resource Management) HP Service Center(ALM, Performance Management, Site Administration, Lab Management) ITInsight and Version One(Admin) Application Support and Management Preparation of analysis report Preparing Technical Documents and KB articles. Knowledge Transfer and KCS. Data management Handling Escalations Community Admin of Eroom support Ensuring timely handling of incidents.

Specialty tickets were handled on issues regarding VPNs,Oracle11i(java related ,responsibilities, quoting related and configuration related issues(DXP and Configurator modules) and employee setup related), MARS(Manager Approvals Routing System),Propel R3

Project Name: HCL SERVICE-NOW UNITY ITSMCLIENT: EMC2ROLE: Service-Now AdminDESIGNATION: Senior AnalystDURATION: 12 MonthsTEAM SIZE: 8

Roles and Responsibilities:

Providing extensive support to client for all modules (Incident, Problem, Change, Configuration, Service-Catalog, Demand Management, Notify-Now) in our instance.

Conducting development calls b/w clients, development team and testing team. Monitoring cloning activity for all instances (Training, Development, Test, Sandbox,

UAT) once in a month. Preparing technical documents as per the clients’ requirement. Preparing BRDS and acceptance criteria for stories. Debugging the issues as per the received incidents. Responsible for every release .Moving the customizations from one instance to other.

Project Name:EMC Support

CLIENT: EMC2ROLE: Technical AssociateDESIGNATION: Trainee/AnalystDURATION: 3 MonthsTEAM SIZE: 20

Roles & Responsibilities:

Provide the support to the clients/customers. Maintenance and troubleshooting of all Business Critical and Mission Critical application related issues. Providing support related to Cisco IP Soft-phone configuration and Cisco Unity mailbox creation. Troubleshooting project specific application related issues which are regarding to their functionality and usage. Handling escalations and upgradations and implementations regarding the applications as per client requirement.

Working as Application Support REX(Resolution Expert) Handling Mission critical and Business Critical applications(project specific-Oracle-11i Sales,

Service-Center, EAS),Propel R2 Working on Cisco CUCM console. Application Support and Management Preparation of analysis report Data management Ensuring timely handling of incidents. Have worked in Incident Management as Queue Manager and REX(Resolution Expert) Specialty tickets were handled on issues regarding VPNs,Oracle11i(java related ,responsibilities and

configuration related issues(DXP and Configurator modules) and employee setup related),Employee Availability System(EAS),MARS(Manager Approvals Routing System),Propel R2.

Educational Credentials

Year Qualification School / College Board / University

Percentage

(2008-2012)

2008

2006

Bachelor of Technology(Electronics & Communication)

XII

X

Les Filles MVN IET, Haryana

D.A.V. Public School, Haryana

Carmel Convent School,Haryana

MDU

CBSE

CBSE

74%

71%

83%

Achievements:

Worked ONSITE as onsite associate for a new business transition with Client. Selected for OTA(Chennai) SSB(Indian Army) and cleared the SSB interview. Cisco Certified Network Associate-Routing and switching Cisco Certified Network Associate-Voice Gold Medalist in International Informatics Olympiad, by Computer Literacy foundation at

inter- school level. Merit certificates in various Computer knowledge Competitions.

Personal Details:

Gender : Female

Marital Status : SingleDate of Birth : 26 August, 1990Nationality : IndianHobbies : Painting, Photography, Doing Art and Craft work, Travelling. Strengths : Patience, Dedication and Flexible nature.Permanent Address : V-18 (GF) Park Elite Floors

Sector-76 Greater Faridabad Faridabad-121002,Haryana