Open to opportunities

Flower's Beauty

@flowersbeauty

Message

ServiceNow Developer focused on enhancing customer support solutions.

India

Message

What I'm looking for

I am looking for opportunities that allow me to innovate and improve customer support processes while collaborating with dynamic teams.

As a ServiceNow Developer with over 2.4 years of experience, I specialize in delivering customer support-focused solutions that enhance service quality, efficiency, and user satisfaction. My expertise lies in Customer Service Management (CSM) and IT Service Management (ITSM), where I have successfully automated workflows using Business Rules, Client Scripts, and UI Policies. My role involves customizing Service Catalogs and managing access controls to ensure secure, role-based service delivery.

Prior to my current position at Techlene Software Solutions, I worked at Accenture as an RF & VSAT Engineer, where I ensured network stability and handled RF systems troubleshooting. My experience also includes roles in customer support and sales coordination, providing me with valuable insights into user needs and challenges. I am passionate about leveraging my technical skills to build intuitive and impactful solutions that improve the overall support experience for customers.

Experience

Work history, roles, and key accomplishments

Current

ServiceNow Developer

Current

Techlene Software Solutions

Jun 2022 - Present (3 years 6 months)

Developed ITSM, CSM workflows and Service Catalog items. Automated tasks with Business Rules, UI Actions, and Scripts. Managed ACLs, Transform Maps, reports, and email templates.

ServiceNow ITSM CSM Business Rules UI Actions Scripting ACLs Transform Maps Reporting

RF & VSAT Engineer

Accenture

Sep 2018 - May 2022 (3 years 8 months)

Ensured network stability and handled RF systems. Performed troubleshooting for various technical issues.

Network Stability Troubleshooting Technical Support

Sales Coordinator

1neclick Online

Oct 2016 - May 2018 (1 year 7 months)

Handled customer communication and sales tracking. Coordinated various sales activities.

Customer Communications Coordination Sales Support Data Entry

Alarm Monitoring Engineer

NSN & Bharti Infratel

Mar 2013 - Aug 2016 (3 years 5 months)

Monitored alarms and ensured timely resolution of issues. Maintained system integrity and operational efficiency.

System Resolution Network Operations Technical Support Troubleshooting

Customer Support Roles

Various Orgs

Jan 2009 - Dec 2011 (2 years 11 months)

Handled high-priority escalations at the call center escalation desk by addressing complex customer concerns, coordinating with internal teams, and ensuring timely resolution to maintain customer satisfaction. Provided technical assistance, root cause analysis, and clear communication to reduce repeat issues and enhance the overall support experience.

Customer Support Escalation Management Technical assistance Root Cause Analysis Customer Satisfaction Communication

Education

Degrees, certifications, and relevant coursework

SGSITS Indore

Bachelor of Engineering, Engineering

2003 - 2007

Completed a Bachelor of Engineering degree at SGSITS Indore in 2007. This foundational education provided the technical knowledge necessary for a career in engineering and software development.