Muhammad Qasim
Elmont,NY
Summary
Accomplished ServiceNow Administrator with a proven track record at Memorial Care Medical Group, enhancing IT service delivery and system efficiency through expert implementation of ServiceNow best practices and advanced scripting. Skilled in process automation and problem management, I significantly improved ITIL compliance and team productivity. My collaborative approach and JavaScript expertise have driven continuous improvement and agile project management successes. Business-minded Network Administrator with 5 years of experience in supporting server environments. Determined and focused in managing network infrastructure and optimizing environment while reducing redundancy. Considered expert in troubleshooting complex problems and reaching innovative solutions while adhering to rules and requirements of project scope. Dynamic team player when interfacing with other staff members, vendors and end-users.
Overview
6
6
years of professional experience
Work History
ServiceNow Administrator
Memorial Care Medical Group
03.2020 - 11.2023
- Developed comprehensive documentation for ServiceNow administration tasks, streamlining future maintenance efforts.
- Streamlined IT service delivery with the implementation of ServiceNow best practices.
- Implemented advanced scripting techniques to automate routine tasks, saving time and resources for the IT department.
- Contributed significantly towards continuous improvement projects through proactive identification of areas requiring process enhancement within the service management domain.
- Increased team productivity by creating custom dashboards, reports, and performance metrics in ServiceNow.
- Reduced service disruptions by proactively monitoring, diagnosing, and resolving incidents.
- Spearheaded initiatives aimed at improving ITIL compliance within the organization using the features offered by the ServiceNow platform.
- Collaborated with cross-functional teams to develop efficient workflows for incident management.
- Championed adopting agile methodologies in managing ServiceNow projects, leading to faster deployment times and more efficient project execution.
- Designed user-friendly forms and interfaces within the platform, improving user experience and overall efficiency.
- Managed change requests effectively, ensuring minimal disruption to ongoing operations while implementing necessary modifications to the platform.
ServiceNow Administrator
Adecco USA
03.2018 - 07.2020
- Monitored networks and network devices to resolve technical problems quickly.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Streamlined IT service delivery with the implementation of ServiceNow best practices.
- Created, maintained, and enhanced Incident Management, Problem Management, Service Request Management, Service Catalog, Knowledge Management, Self-Service Portals, single sign-on (SSO) capability, and Active Directory Profile synchronization.
- Developed systems integrations and process automation, utilizing the platform’s workflow capabilities.
- Utilized and administered typical platform applications: Knowledge Base, Service Catalog, Workflows, SLAs, Reporting, etc.
Education
Bachelor of Accountancy - Accounting
Tabanis School of Accountancy
Karachi, PK09.2018
Skills
- Role-Based Access Control
- Service Catalog Management
- Problem Management
- Training and support
- Workflow Design
- Incident Management
- JavaScript expertise
- Data Migration
- ITIL Framework
- Requirements Gathering
- Scripting Languages
- Process Automation
- Scrum Framework
- Quality Assurance Testing
- Report Generation
- Configuration Management
- SOAP Web Services
- LDAP Integration
- Custom Application Development
- Access Control Lists
- ServiceNow Implementation
- CMDB Management
- SLA Configuration
- ServiceNow Development
- Network Security Management
- System Upgrades
- Performance Improvements
- Technical Support
Business Requirements
REST
LDAP
Requirements Gathering
SDLC
User Interface (UI)
SSO
Incident Management
SQL
Hobbies
- Soccer
- Reading
- Spending time with family
Languages
Urdu
Native or Bilingual
English
Full Professional
Hindi
Professional Working
Timeline
ServiceNow Administrator
Memorial Care Medical Group
03.2020 - 11.2023
ServiceNow Administrator
Adecco USA
03.2018 - 07.2020
Bachelor of Accountancy - Accounting
Tabanis School of Accountancy
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