Apoorv Shroff
Senior Developer
Pune
Summary
Experienced ITSM Professional with almost a decade of success in challenging environments. Known for delivering efficient solutions and leading teams with a creative and performance-oriented approach. Highly organized and customer-focused, with a strong track record in project management and team leadership.
Overview
10
10
years of professional experience
8
8
years of post-secondary education
Work History
Remedy ITSM Support/Developer
Wipro Technologies
Pune
06.2015 - 08.2018
- Mentored junior developers, promoting a culture of continuous learning and knowledge sharing within the team.
- Established clear communication channels between stakeholders, facilitating better decision-making throughout project lifecycles.
- Lead the implementation and configuration of Helix ITSM solutions, including setup, customization, and integration with other systems.
- Integrated approval engine to Problem Module and triggering approvals based on assigned group
- Automated internal CIS controls by developing functionality to generate repetitive tickets based on frequency specified
- Curated and developed customization in Helix to regulate internal access reviews procedure using DWP catalog and Dev studio objects
- Developed Reassignment functionality to help service desk for quick assignments
- Developed custom Approval process in change management module
- Developed feature for service desk to drive MI related communication from Helix
- Customized OOB filter selection feature in SmartIT Home page by adding custom fields in filters tab
- Integrated multiple catalogs with internal chatbot to enhance user experience
- Developed functionality to generate and download custom certificate for custom CSI module in Helix
- Curated and developed onboarding and offboarding functionality based on profile status in AD
- Developed end to end Rest API integration by consuming/publishing API’s
- Implemented end to end integration between Remedy and ServiceNow to achieve the runtime bi-directional flow between systems
- Exposure on working with Helix Chatbot, TSO and Client management
- Experience in building catalogs in DWP ranging from low to high complexity
- Experience in Migrating from Remedy on premise to Helix SaaS version
- Exposure on creating processes, rules and application in Innovation studio
Senior Developer
Vyom Labs Private
Pune
08.2018 - 11.2018
- Developed processes to increase usage of CMDB and eventually gather crucial insights
- Experience in Application Modelling using Helix Discovery platform
- Developed an integration with internal HAM portal to maintain CMDB integrity
- Good Experience in creating and debugging an AI job
- Understanding of Reconciliation and Normalization Job process
Associate
Cognizant Technologies
Pune, Maharashtra
11.2018 - 01.2021
- Develop and maintain reports, dashboards, and analytics to provide insights into ITSM process performance and trends.
- Use data and analytics to identify areas for improvement and inform business decisions.
- Created multiple interactive dashboards for leadership team
- Integrated Dashboard with MS Power BI tool to generate extensive reports
- Leveraged OOTB metrics for determining Impact Analysis and built a report on the same
TCS
IT Analyst
Pune, Maharashtra
01.2021 - 09.2022
IT Specialist
TMF India Services
Pune, Maharashtra
09.2022 - Current
Education
PGDM-IT - Project Management
Wellingkar Institute of management
01.2016 - 01.2018
B.E - Information Technology
MITAOE
01.2011 - 01.2015
HSC - Science
LG Academy
01.2009 - 01.2011
SSC - undefined
NMSS School
Skills
BMC Digital Workplace Catalog Advanced
Certified Skills
- BMC Digital Workplace Catalog Advanced
- BMC Helix ITSM
- BMC Helix Addons
Professional Experience
- Experience- 09 Years 10 Months
- Tech stack- BMC Helix ITSM,CMDB,DWP,Innovation Suite,Remedy
Timeline
IT Specialist
TMF India Services
09.2022 - Current
TCS
IT Analyst
01.2021 - 09.2022
Associate
Cognizant Technologies
11.2018 - 01.2021
Senior Developer
Vyom Labs Private
08.2018 - 11.2018
PGDM-IT - Project Management
Wellingkar Institute of management
01.2016 - 01.2018
Remedy ITSM Support/Developer
Wipro Technologies
06.2015 - 08.2018
B.E - Information Technology
MITAOE
01.2011 - 01.2015
HSC - Science
LG Academy
01.2009 - 01.2011
SSC - undefined
NMSS School
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