Abhishant Pathak

• Company Overview: Client: Expedia US | Industry: Travel & Hospitality | Project: Expedia Ask EG ServiceNow Development and Support
• Worked on the implementation and optimization of the ServiceNow ITSM platform for Expedia Group. Responsibilities included customizing ITSM modules, integrating Jira, and improving the self-service experience. Focused on automation, performance optimization, and scalable solutions to support high-availability operations.
• Developed and customized Service Catalogs and Product Catalogs
• Designed flows, workflows, business rules, client scripts, and data policies
• Integrated ServiceNow with Jira and other systems
• Conducted UAT and deployed updates using Update Sets
• Automated catalog workflows and created dynamic Jira requests
• Collaborated in Agile sprints using Scrum methodology
• Gathered requirements and delivered demos to stakeholders
• Client: Expedia US | Industry: Travel & Hospitality | Project: Expedia Ask EG ServiceNow Development and Support

• Company Overview: Clients: LONZA, Qiagen
• Led development for ITSM modules including Incident, Change, Problem, Knowledge, and CMDB
• Implemented Agent Chat and customized workflows
• Built dashboards and real-time reports for stakeholders
• Mentored junior developers and led Agile ceremonies
• Received “Beyond Performance” and “Special Initiative” awards
• Clients: LONZA, Qiagen

Client: HP, Canon. Technical Support

Project Description: HP Brother printer support

Responsibilities:

• Monitoring, Ticketing, and Troubleshooting

• Monitored issues related to Desktop, Printer, Router, Outlook, and Network

• Worked on SCOM and SNOW monitoring tools

• Extracted reports from SCOM 2012

• Resolved issues via remote desktop, voice calls, emails, and chat. Installation

• Configuration, and maintenance of IP Phones

• Handling various Network Based Printers and Scanners

• Configuring and Providing Access Levels to the End Users

• Responsible for Critical Incident Management

• Troubleshooting issues related to the Video Application in Adobe Suite

Client: Netgear, DLink. Technical Support

Monitoring, Ticketing, and Troubleshooting

Installation, Configuration, and maintenance of IP Phones

Handling various Network Based Printers and Scanners

Was Fixing issues related to Network, Password, Email, and Printer

configuration

Project Description: NetGear, DLink Support

Responsibilities:

• Monitoring, Ticketing, and Troubleshooting

• Installation, Configuration, and maintenance of IP Phones

• Handling various Network Based Printers and Scanners

• Was Fixing issues related to Network, Password, Email, and Printer

• configuration

• Router Process