Rajesh Mokashi
Pune,India
Summary
Focused Technical Lead bringing circa 10 years’ experience of ITSM solution designing and development. Motivated and results-focused with a proven track record of leading teams on the completion of projects which includes requirements gathering/analysis, design, development, documentation, testing and deployment with extensive knowledge on ServiceNow ITSM, HAM, SAM, Service Portal and Reporting modules, Customization, and Integration of third-party tools with ServiceNow.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
5
5
Certification
Work history
TECHNICAL LEAD
DXSHERPA TECHNOLOGIES PVT LTD
Pune
2022.04 - Current
- Implementation of ServiceNow custom application, Service Portal, and Integrations: Interacting with business to understand requirement and provide an appropriate solutioning, design document, development of the solution and managing Prod deployments for each sprint
- Created a custom application using OOTB form and list widgets which are reused for multiple tables using instance options
- These widgets/ pages manage the complete account lifecycle from new client project from solution, transition, and handover phase
- Implemented multiple level approvals and notifications at each phase of workflow using flow designer
- Created a custom application on Portal for managing project and operational account Risks
- Migrated old records from the deprecated tool to ServiceNow using import sets
- Formed a new team of 5 developers and trained them for ongoing development of custom modules on the portal
- Delivered technical strategy in line with agreed project roadmap.
- Outlined project milestones, timelines and performance targets.
- Configured SharePoint Integration using OOTB plugin to fetch account documents from SharePoint site along with metadata and show them on portal page
- Also, to push new account documents attached to individual requests throughout the account workflow for respective accounts
- Creating ACLs to restrict persona-based access to the custom application.
TECHNICAL LEAD
HCL TECHNOLOGIES
Pune
2021.04 - 2022.04
- ServiceNow ITSM, Omnichannel implementation, CSM: Designed, Configured, and customized ServiceNow ITSM modules to meet business requirements and improve service delivery
- Configured and customized the ServiceNow Omnichannel module and Integrated and configured for inbound Email interaction logging for ServiceDesk members
- Provide training and support to end users on how to effectively use the ServiceNow Omnichannel module
- Configured Agent Workspace / SOW to adopt the new technologies and for helping agents to get all in one place
- Collaborated with stakeholders to gather and analyze requirements for incident management, problem management, change management and service catalog
- Conducted testing, troubleshooting and performance tuning of ServiceNow ITSM modules
- Created Performance Analytics dashboard to calculate percentage First call resolved incidents YTD
- Implemented different types of customization on CSM portal
- Implemented different view rules for the Custom Cases
- Customize the existing widgets in the CSM portal.
- Offered technical advice to programmers and developers to help optimise designs.
SENIOR ADMINISTRATOR
WIPRO LIMITED
Pune
2019.10 - 2020.12
- ServiceNow Administration: Handling Bugs, Issues and Enhancement Requests
- Created custom tables and added various fields
- Adding or removing users from groups
- Assign role to user as per requirement
- Worked on creation of custom views for existing user form
- Used UI Actions to create new buttons, links, etc
- Created UI policies and Data Policies
- Worked on access control list (ACL)
- Worked on SLA creation and sending notification if SLA is getting breached or at threshold value
- BMC Remedy Chatbot Implementation and Development: Integrate BMC Remedy Catalog with IBM Watson chatbot and provided end users a well-trained bot
- BMC Helix Chatbot 20.08 implementation, configuration and go live
- Collaborating with other chatbot implementations and created a plan for integrating all chatbots
- Led and trained a team of 6, monitored performance and ensured the continuous development of Chatbot
- Achieved a 'Certificate of Excellence' for implementing Chatbot without any issues and performed go-live
- Pre-Go live testing as part of BVT
- Implementation of BMC Remedy ITSM, Smart IT and MyIT: Smart IT 2.0 customizations and knowledge management module enablement
- Designing and developing the MyIT service catalogs in process designer 20.08
- Migration of service catalogs from Cisco Request Centre to BMC DWP 18.11
- Designing and developing the services
- Lead Operations team to manage Incidents, Work Orders, Problems and Known Errors
- Automated existing manual repetitive work done by operations team with automations for better customer experience
- Awarded the 'Best Consultant / Technical Expert' by the client
- Performed DR test, regular DB Refresh activity, Java Patching, Certificate renewals and daily application monitoring.
TECHNICAL SUPPORT ANALYST
BMC SOFTWARE
Pune
2014.10 - 2019.02
- BMC Remedy Administration/Support: Provided administrative support for all ITSM Modules to all US/ EMEA / APAC based clients
- AR Server, ITSM, MyIT and Smart IT, Installation, configuration, and troubleshooting
- BMC Atrium SSO and RSSO Administration
- Advisory engineer to handle critical issues faced by customers
- Handled technical escalations raised by Level-1 support engineers
- Contributed to BMC Knowledge Base by creating Articles for new issues to enhance self-help for customers resulting quick issue resolution
- Mentoring new team members on Remedy ITSM, Foundation, Workflow, Mid-tier, Smart IT and DWP
- Working with Product R&D team to discuss real-time scenarios faced by customers and provide feedbacks prior to new release
- Go Live assessment for newly onboarded customers and Work with partners/ customers on their product issues and enhancement requirements till go live
- Running weekly health checks for any configuration related issues
- Daily status calls with customers to update on progress with go live plan.
Education
BACHELOR OF TECHNOLOGY IN INFORMATION TECHNOLOGY -
Bharati Vidyapeeth Deemed University
Pune, India 2009.06 - 2013.07
DIPLOMA IN INFORMATION TECHNOLOGY -
Maharashtra State Board of Technical Education
2007.06 - 2009.05
SSC -
CBSE Board
2006.04 - 2007.03
Skills
- ServiceNow ITSM
- ServiceNow HAM
- ServiceNow SAM
- Service Portal
- ServiceNow Mobile App
- ServiceNow Reporting
- Dashboards
- REST API
- Integrations
- BMC Remedy
- IBM Watson Chatbot
- Azure DevOps
- Scrum
- Kanban
- Jira
- Confluence
- CSS
- Git
- SQL
- HTML
- JavaScript
- Angular
- REST
- Bootstrap
Languages
MARATHI
Proficient (C2)
ENGLISH
Proficient (C2)
HINDI
Proficient (C2)
GERMAN
Beginner
Personal Information
- Date of birth: 12/07/1990
- Gender: Male
- Nationality: Indian
Accomplishments
Awarded the "Best Consultant / Technical Expert" by the client.
Certification
- Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Micro Certification - Flow Designer
- BMC Certified Professional (BCP)
- ITIL Version 3
- ● Oracle certified – Oracle Database SQL Expert
Declaration
I consider myself as a right candidate for the post. I hereby declare that the information furnished above is true to the best of my knowledge.
Timeline
TECHNICAL LEAD
DXSHERPA TECHNOLOGIES PVT LTD
2022.04 - Current
TECHNICAL LEAD
HCL TECHNOLOGIES
2021.04 - 2022.04
SENIOR ADMINISTRATOR
WIPRO LIMITED
2019.10 - 2020.12
TECHNICAL SUPPORT ANALYST
BMC SOFTWARE
2014.10 - 2019.02
BACHELOR OF TECHNOLOGY IN INFORMATION TECHNOLOGY -
Bharati Vidyapeeth Deemed University
2009.06 - 2013.07
DIPLOMA IN INFORMATION TECHNOLOGY -
Maharashtra State Board of Technical Education
2007.06 - 2009.05
SSC -
CBSE Board
2006.04 - 2007.03