1. SANJAY KUMAR
Tools Expertise :–
Service Now, HP SM, HP AM, HP CA, MS SCCM, Remedy Blade logic Client Automation
 A dynamic IT management professional with 10+ years of rich & extensive experience in Service
Delivery, ITSM Consulting, Requirement Gathering, Implementation, User Training,
Documentation, and Client RelationshipManagement
 ITIL Foundation CertifiedProfessional
 Skilledon Service Now, HP Service Manager, HP Asset Manager, HP Client Automation,
Microsoft SCCM, BMC Blade logic Client Automation.
 Hands-on experience on Designing , Solution proposal (RFP) and Service Delivery
 An energetic, self-motivatedprofessional with experience in service management domain
 As a Manager, have been proactive and have devisedeffective strategies gearedtowards
enhancing business, evaluating client’s requirements anddesigning custom solutions.
 Trainer for : Service Now :-Incident, Change, Problem and Request Module
o Conducted several Client demo, End user and Support Engineer straining.
Professional Experience
Mphasis Ltd. June 2010 – Present
Career Growth Path
 June ’10 – Present Principal Infrastructure Engineer (Mphasis Ltd)
 June ’08 – Jun ’10 Senior Specialist - Systems (HCL Technologies)
 Nov ‘06 – June ’08 Lead Infrastructure Engineer – EDS India (Later Mphasis an EDS)
 June ’05 – Nov ’06 Service Desk Analyst – Progressive Info.(Wipro)
Competencies
Operations Management Service Delivery Management Incident Management
Client RelationshipManagement Quality Management Technical Support
Asset Management Vendor Management Process Design
Documentation and Presentation Resource Management/optimization
Trainings Attended
 HP Asset Center -5 days Virtual training from HP
 HP Service Manager 9.x – 5 days Virtual training from HP
 HP Client Automation – 5 days Virtual training from HP
 MS SCCM 2012 – 5 Day class room training
 ServiceNow System Administration Training (VILT) – 3 days Virtual training from Service Now
 Advance ServiceNow System Administration Training (VILT) – 2 days Virtual training from
Service Now
Certification
Mobile: +91-9545456263
Email: sanjaymgr@yahoo.co.in; sanjaykmgr@gmail.com

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 ITIL V3
 MS MCP 2000
Project Details
Project: Standard Reference Architecture , Service Delivery Platform
Client: European Automobile Giant-
Period: Jan 2013 – till Date
Project Description This is a dedicated IT Infrastructure Solution to provide standard ITIL services
to client. This Customer was using HPSM for ITSM Solution and they decided
to migrate their ITSM Solution with Service Now as Snow is Cost effective. Our
team started Service now Implementation for IM, PM, CM, KM, SRM, SLM,
Config Mgmt, AM. Along with this we integratedHPSM with Service Now using
Web Services.
Description: Implementation and Configuration of Service Now and HP Service manager
Position: Team Leadfor L2
Platform Service Now – Dublin, HP Service Manager 9.33
Contribution:  Createdrequirement specification document based on inputs from the
customer and signoff.
 Process design of Incident, Change, Problem, Knowledge, Service
Catalog, Reports
 Writing functional and technical specifications document for various
ServiceNow modules.
 Lead/support all aspects (technical & functional) of ServiceNow
implementation.
 Implementation of Incident, Change, Problem, Knowledge, Service
Catalog, Create Report and Workflow in ServiceNow.
 Manage the Teams of Development, Administration and Maintenance
of ServiceNow.
 Oversee problem isolation, issue resolution, and escalation
management according to pre-defined protocols.
 Maintain communication with functional managers andexecutive
management to ensure issues are resolved
 Technical feasibility analysis.
 Development which requires coding of the entire module (with help of
development team).
 Unit testing.
 Complete ownership of the module (bug fixing).
 Demo for the implementation.
 Researches, reviews and analyzes the effectiveness andefficiency of
procedures, and develops strategies for enhancing these processes in
accordance with ITIL best practices to enable continuous
improvement.
 Service Now Trainer – Client Demo, End user Trainings, Support
personnel Trainings andService desk Agents Training
 Primary contact for client and support group
Project: TOOLS Support
Client: Maruti Suzuki India Limited

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Period: August 2010 – DEC 2014
Description: Project lead and SM Support
Position: Project Lead
Platform HPSM, HP OMW, HP Site Scope, HP BPM, HP BSM, HP uCMDB, HP NNM,
OVPI
Project Description Team of 5 supported entire TOOLS architecture of the client. All the tools were
integrated for better outcome.
Project: HP SRA
Client: AMS and VALE
Period: June 2010 – JAN 2013
Description: Backend and Front End activity – Administration for HPSM9.x, HPSC 6.x; HP
AM
Position: Team Member / Team Lead
Platform WINDOWS NT ; HP Service Center 6.x; HP Service Manager
9.33;HPCA;WINDOWS 2008,SQL 2008
Project Description This is a shared applications and the infrastructure on which it run to provide
standard ITIL services to a large number of customers. Features developed at
a global or worldwide level are deployed in a standard fashion in regional
instances across the globe. The infrastructure on which these applications are
delivered is called the Standard Reference Architecture (SRA). The primary
application of ESM which manages service orders and associated workflow,
Service Center (SC6.2), is being replaced by the next-generation version called
Service Manager (SM9) and forms the core of the Service Order Management
(SOM) program of ESM.
Contribution:  HP Service Manager 9.x
 Working with escalated incidents from Level2
 Document Top 5 issues and resolutions on application/web tier that
fall under support and revisit the list of top issues every quarter.
 Identify workflow relatedissues/bugs and report as Production Defect
to the WW Team.
 Supporting all module of OVSC/HPSM like SD, IM, RM, PM.CM, Conf
Mgt, SLM, Service Catalog and KM.
 CreatedSSL & SSO certificate for OVSC/HPSM application servers and
web servers.
 Involved in all severity 1 and severity 2 issues for restoring service as
soon as possible.
 Architecture level changes to increase stability of application.
 Modified in script library to fix integration issues.
 Deliveredsupport 24 x 7.
 User administration and Server Support
 HP Client Automation
 Implement core and satellite server (CAE 7.9)
 Using the CA Console to deploy the CA agent
 Acquire and Create patch group
 Application Management
 Publishing and Packaging
 Policy Management
 Inventory and Reporting
 Software management like installing, Repair, Modify, Uninstall of
software package.

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Project: Asset Management and Client Automation
Client: Micron, USA
Period: June 2008 – June 2010
Description: Supporting Asset Manager and BMC Bladelogic Client Automation
Position: Team Member
Platform WINDOWS NT ; HP AM; BMC Bladelogic; Wise Package Studio; WINDOWS
2008
Contribution:  Incident Management
 Problem Management
 Change Management
 Request management andproblem management for Asset center and
service center.
 Center and Asset Center
 assignment groups creations/ deactivation / updations in Service
center
 Cat Schema creations in Service center
 BMC Marimba / BMC BladeLogic Client Automation (formerly
Marimba) administration (S/w re-packaging, s/w distribution, patch
management and policy management andreporting )
 Wise package Studio (S/w packaging tool)
 process administrative add/inactivations/updates to operators in
Service
 Working on Implementation of ITIL framework and ISO 20000
certification for HCL.
 Working on Change Management, Release management andsecurity
audit.
 Implementing new Ideas and steps for improving the quality of the
team as being assignedas the role of Quality SPOC.
Project: DW FrontOffice and BackOffice
Client: DW AMS, Brazil, GM, Torronto
Period: Nov 2006 - Jun 2008
Description: Support for HP Service center 5.x, HP Asset center, HP CA
Position: Team Lead
Platform WINDOWS NT ; HPSM 5.x ;HP Asset center 4x; WINDOWS 2008
Contribution:  Incident management, Problem management; Request management
 Process administrative add/inactivations/updates to operators in
Service Center and Asset Center
 assignment groups creations/ deactivation / updations in Service
center
 Health check for SC / SM; Patching on SC/ SM
 Reboot / Refresh of SC/ SM server.
 Collecting logs for troubleshooting on SC/ SM server
 Hands on knowledge of Unix; Servlet Monitoring of SM
 Checking the schedule Files; Monitoring Background Processes
 Checking locks and killing the Idel users
 Sending message to a user or Broadcasting message to all users

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 Monitoring Servelets; Check Servlet utilization; Checking Backups
 Checking System locks; Debug a Suspended/Hung System
 Setting up the Oncall-Schedule; Checking the Eventout / Eventin
Queues
 General user administration for HP Asset Manager
Project: Service Delivery
Client: Nestle, Gurgaon
Period: Jun 2005 - Nov 2006
Description: Service desk activities
Position: Service desk Analyst
Platform WINDOWS NT ; HPSC 5.x
Contribution:  Logging of user Incidents in Peregrine call logging software tool.
 1st level IT Problem troubleshooting through phone / mail /
Symantec pcAnywhere / Dameware, if not then pass it to the
respective engineers.
 Worked on SAP basis, SAP user ID Creation, Assigning roles to the
user, user administration and level 1 troubleshooting.
 Allocation of incidents to FMEs as per skill matrix and availability.
Track each incident till resolution.
 Assigning Incidents to Vendor Organizations. Tracking vendor
Incidents till resolution.
 Status updation of Incidents in the tool. Taking users feedback and
entering into the database.
 Escalate incidents as per resolution norms and escalation chart.
 User database updation in the Perigrine software tool.
 Keeping up to date Vendor database and Escalation charts.
 Preparation of MIS Report, Daily calls Report, Asset report, follow-ups.
 Creating Users and assigning permissions in Active Directory.
Academic Details
PG Diploma in IT from Manipal University – 2004 B+
PERSONAL INFORMATION
Name : Sanjay Kumar
Father’s Name : S.B.P.Srivastava
D.O.B : 05-Aug-1979
Sex : Male
Marital status : Married
Nationality : Indian
Present & Permanent
Residence : Pune
Passport Details:
Passport No : G8873264
Date of Issue : 30/05/2008

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Date of Expiry : 29/05/2018
Place of Issue : Pune, Maharastra