Mukund Bhargav

• Implemented enhancements related to ITSM, HRSD, SPM, and ITOM. • Developed ServiceNow integrations with CyberArk, Tachyon, Dynatrace, and other ServiceNow instances. • Identified and resolved Discovery process difficulties, such as credentials and connectivity. • Implemented CMDB Health Dashboards. • Developed reports and dashboards in ServiceNow. • Set up process rules, client scripts, and UI policies in ServiceNow for automated catalog fulfillment. • Set up KPIs using ServiceNow Performance Analytics.

• Created ETL packages with SSIS to extract, transform, and load data from many sources. • Managed database migrations from legacy systems to new MS SQL servers. • Troubleshooted difficult database issues with SQL Server components such as SSIS and SSRS. • Automated normal administrative duties with T-SQL programming. • Created complicated reports and dashboards using SSRS, WEBI, Crystal Reports, and QlikView. • Analyzed and optimized existing databases by restructuring or implementing table partitions.

• Monitored help desk queues to assign tickets appropriately and satisfy response time standards. • Analyzed data from various sources, including ticket tracking system reports and user surveys, to identify trends. • Created executable files to automate troubleshooting and reduce average handling time. • Improved incident management processes to reduce call times and increase customer satisfaction. • Led 30+ Service Desk Analysts to provide excellent customer care and technical assistance.