Sapun Sandhya Dutta

Developed, customized, and maintained ITSM modules including Incident, Change, Problem, and Service Request Management.
Automated workflows using Flow Designer, improving response time for service requests by 25%.
Integrated ServiceNow with external systems using REST APIs to streamline data transfer.
Created and enhanced custom applications and modules based on business requirements.
Provided advanced scripting and development for Business Rules, Client Scripts, UI Actions, and Catalog Scripts.
Implemented ITIL-based processes to improve service delivery and adherence to SLAs.
Collaborated with stakeholders to analyze and prioritize system enhancements and troubleshoot system issues.
Led the upgrade from Utah to Washington, ensuring minimal downtime and system stability.
Developed and enhanced forms, workflows, and business logic to automate Incident and Change Management processes.
Created dynamic and responsive catalog items with multi-step approvals and tasks using Service Catalog and Workflow tools.
Provided technical support and troubleshooting for ITSM users, resolving over 90% of reported issues within SLA.
Developed custom reports and dashboards for IT operations, enabling real-time performance monitoring.

Remedy - Create / Manage Remedy user accounts and functional groups, accesses and visibility groups.

Lotus Domino Administrator- Create / Manage Lotus Notes accounts and Mailboxes / Groups, recertification's of IDs using Lotus Domino. Manage Lotus Notes database and its accesses.

O365 Administrator- Create / Manage Outlook mailboxes / Groups using powershell scripts, manage 0365 licenses.

Active Directory– Manage / Monitor network drives AD groups and its access.

Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.

Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.

Achieved high client retention rates through consistent delivery of excellent technical support services tailored to individual needs.

Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.