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@ntr

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ServiceNow Developer at Starbucks who built a multilingual Virtual Agent chatbot that cut first-response time by 70%.

United States

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At Starbucks, I designed Integration Hub spokes connecting ServiceNow with JIRA and SAP, reducing manual data entry by 30%. I also developed HRSD and ITSM modules supporting 50,000+ employees.

I built a multilingual Virtual Agent chatbot integrated with CSM and ITSM, configured custom NLU models, and added Generative AI responses and recommendations. The solution reduced first-response time by 70% and improved CSAT by 25%.

Previously, at UnitedHealth Group, I developed responsive ServiceNow interfaces and an HRSD employee portal integrated with Workday and Microsoft Teams. I also developed AngularJS front-end components that reduced ticket submission time by 40%, and led a ServiceNow team across ITSM, ITOM, CMDB, CSDM, and ITAM.

Experience

Work history, roles, and key accomplishments

Current

Sr ServiceNow Developer/Admin

Current

Starbucks

Jan 2024 - Present (2 years 9 months)

Designed and implemented custom spokes for Integration Hub to connect ServiceNow with external tools like JIRA and SAP, reducing manual data entry by 30%. Developed and maintained HRSD and ITSM modules supporting 50,000+ employees.

ServiceNow Developer/Admin

US Bank

Jan 2022 - Feb 2023 (1 year 1 month)

Implemented ITSM and ITOM for banking IT operations, improving compliance tracking and service efficiency. Automated regulatory reporting (SOX, PCI-DSS, GDPR), reducing audit efforts by 40%.

ServiceNow ITSM ITOM CMDB CSDM 5.0 Service Portal Catalog Widgets Script Includes Business Rules App Engine UIBuilder ServiceNow Integration Hub Slack Microsoft Teams Workday Azure AD CMDB Data Manager Service Mapping

ServiceNow Consultant

UnitedHealth Group

Jan 2021 - Dec 2021 (11 months)

Designed and implemented modern, responsive user interfaces in ServiceNow using Service Portal and Now Experience UI Framework. Implemented AI search and contextual help across multiple portals.

Education

Degrees, certifications, and relevant coursework

University of North Texas

Master of Science, Computer Science

Grade: 3.79 CGPA

Master of Science in Computer Science with a CGPA of 3.79. Coursework included analysis of algorithms, Hadoop, relational databases, and machine learning.

KL University

Bachelor of Technology, Computer Science

Grade: 8.39 CGPA

Bachelor of Technology in Computer Science with a CGPA of 8.39. Coursework included C, Java, Python, Linux OS, embedded system design, data structures, and backend technologies.