Deepak

PROFESSIONAL EXPERIENCE

HCL Technologies (Oct 2017 – Present)

Current Designation: Consultant Roles and Responsibilities:

o Design the overall Architecture of the ServiceNow Platform.

o Implementing Now Mobile App and Agent (Support User) Mobile App.

o Managing ITSM Projects for Transition, Transformation and Service Improvement.

o Consulting Customer on the ServiceNow Roadmap, Automation Activities using Performance Analytics, Machine Learning and Virtual Chat bot. o Supporting presales activities like RFI/RFP Responses, Solution Design, Proposal and Efforts estimation.

o Performing Effort estimation, Resource sizing, Risk Management, change control and status reporting.

o Conducting Daily Standup, Sprint Planning, Sprint Retrospective, Backlog refining meetings with the Product Owner and Development Team.

o Enable the development team by removing constraints, if any, so as to achieve the Project objective.

o Gathering customer specific requirement through different Facilitation techniques (Face to face & Remote) for IT & non-IT environment and preparing the Solutions as per the Customer Requirements.

o Competence Manager for the ITSM Functional Consultant Team.

o Integrations Implemented:

o AD Integrations, Microsoft System Center Orchestrator, HCL in-house Orchestrator (MyCloud), ServiceNow to ServiceNow ebonding, ServiceNow to other ITSM tools, ServiceNow to Application Lifecycle Management Tools (like JIRA and TFS), ServiceNow to MS Teams etc.

Projects Handled:

▪ Automation of Cloud Services for Swedish Customer which includes End to End Automation of the Server Provisioning, Server Customization, Server Lease Management, Server Decommissioning, Server Hibernation, Server Snapshot Management, Server Backup Restore and Firewall Port Opening.

▪ Automation of the Release Management Process through integrating ServiceNow with Application Lifecycle Management Tools (JIRA and TFS).

▪ Implemented complete suite of ITSM – Standard and ITSM Professional processes (including Virtual Agent, Performance Analytics, Predictive Intelligence) for various clients across US and Europe.

▪ Implemented ServiceNow Upgrades for the ITSM Process following the standard guidelines defined by the ServiceNow

. ▪ Analyzed the Customer Instance and improved the overall Instance Health Score on the 5 parameters: Performance, Security, Manageability, User Experience and Upgradability.

▪ Implemented Enterprise Chatbot solution for a Global sports and clothing manufacturer.