Vijaya Teki

Project Lead / ServiceNow - Select Comfort Corporation

Minneapolis, MN - Email me on Indeed: indeed.com/r/Vijaya-Teki/c9307914b4171e62

WORK EXPERIENCE

Project Lead / ServiceNow

Select Comfort Corporation - Minneapolis, MN - July 2013 to Present
Roles & Responsibilities:
Techno Functional Consulting Role & Responsibilities:
Architect, Design and Implement ServiceNow (Dublin and Calgary)suite of products.
Driving all project phases including requirement gathering estimation, gap analysis and designing and
implementation.
Extensively Implemented ServiceNow process of implementation for Incident Management , Problem
Management , Change Management, Asset Management, Service Request Management (Service-Catalog)
Conducting workshops and demonistrating the ServiceNow (ITSM) modules for business stake holders.
Heavily conducted GAP analysis between legacy ITSM (BMC Remedy) systems to ServiceNow.
Conducted workshops to gather business requirements, technical design and architecture for implementing
ServiceNow applications throught the Organization.
Worked on identifying the users , groups , categories and following the ITIL standards while designing these
solutions
Extensively used javascript in Servicenow scripts including client scripts and mail scripts.
Worked closely with Infrastructure team to facilitate LDAP integration.
Heavily worked on foundation data feeds and imported them into multiple environments accordingly
Identified integration needs and proposed solutions for data synchronization for AD and third party web
services.
Heavily created client scripts, business rule script using Java script that includes UI policies.
Created and deployed new catalog items, order guides, record producers and catalog workflows
Implemented Core configuration changes to the platform as well as supporting applications.
Worked on UI customizations for forms, lists and UI actions.
Exposure to new plugins like incident alert management, orchestration and structured problem analysis.
Conducted Asset inventory identification through CMDB formation, clean up, classification and configuration
management using discovery tool as well as through conventional methods
Pre and Post installation consultant to define and implement industry (ITIL) best practice for the ServiceNow
ITSM Platform

Architect, Design and Implement ServiceNow

Microsoft Corporation - Berlin - August 2011 to June 2013
Berlin and Calgary)suite of products.
Driving all project phases including requirement gathering estimation, gap analysis and designing and
implementation.
Extensively Implemented ServiceNow process of implementation for Incident Management , Problem
Management , Change Management, Asset Management, Service Request Management (Service-Catalog)
Worked as a Architect to incorporate the requirements in the ServiceNow tool in an optimal way
Preparing Implementation Plan for every release in ServiceNow and provide Walkthrough to the entire team
to execute the steps.

 Efficiently planned the Berlin and Calgary upgrade of ServiceNow instances.

Planning and coordinating the execution of Implementation along with Technical/Business validations post
every Maintenance/Major release in ServiceNow.
Manage ITIL Processes monitoring overall system performance using the System Performance and System
Diagnostic dashboards. Integrating ServiceNow with other systems and customization.
Worked on Servicenow scripts by using Javascript including client scripts and mail scripts.
Worked on customizing user interface including forms, lists and created record producers for incident and
change management.
Created client script, business rules script includes UI policies using Java script.
Customized and created workflows for change management, knowledge management and for service catalog
items
Orchestrated the efforts of vendors, and internal divisions/departments to internalize new IT Asset
Management processes
Managing ServiceNow (Change Management) to automate and standardize business processes for all GoLives. Consolidating all global IT to a single system of record.
Involved in various automation initiatives, development & implementation
Monitored the work items that have been given by client and evenly distributed among the team to make
sure ETA is met appropriately
Involved in daily, weekly and monthly meetings with stake holders on the work progress and discussions
on the upcoming work
Coordinated with various stake holders and offshore team on day to day issues.
Responsible for Development Team Performance and involved in grooming & mentoring team members on
various processes

Remedy Product Implementation and Management

Client - CA /Total Defense - November 2008 to August 2011
Environment: BMC Remedy AR System 6.x/7.x/7.6.04, BMC Remedy IT Service Management Suite (ITSM
7. x), BMC Remedy Service Desk 7.x, BMC Remedy Change Management 6.x/7.x, BMC Remedy Asset
Management 7.x, BMC Remedy Mid-Tier 6.x/7.x, BMC Remedy Email Engine 6.x/7.x, BMC Remedy Migrator
6.x/7.x, BMC Remedy Data management Tool, BMC Remedy Import 6.x/7.x, Apache/Tomcat 5.5.x., Windows
Server 2003, SQL Server 2005
Description:This was a complete ITSM 6.3/7.6.4 suite of products implementation
Responsibilities:
Architect, Design, Install, Configure, maintain and support the Remedy AR System (ITSM) suite of products.
Successfully customized home grown applications and ITSM modules Such as Incident Management,
Problem Management, Change Management, Asset Management and customizations according to client
Requirements.
Built custom applications and customized help desk module as per the remedy Netcool integration.
Successfully implemented Customizations to ITSM Notification engine and developed new Notifications to
Change Management and Task Management Modules.
Heavily used Data Management Tool and loaded foundation data into ITSM 7.x applications suite.
Integrated ITSM Incident and Change Management Modules with third party applications by publishing Web
services.
Extensively performed activities Include Remedy Application Support, On-Call Support, preparing
documentation as per the customer requirement.
Effective use of the Migrator tool to identify differences and move workflow from Development, Testing and
to Production.
Worked on various bug fixes within Incident Management, Change Management, Asset Management and
Problem Management.

 Successfully created new View forms for Customizations in Incident and Change Management modules.
Developed and created various forms, Menus, Active Links, Filters, escalations and menus to enhance the
functionality.
Extensively implemented Change Management Approval process and Assignment engine.
Implemented Remedy Notification Engine and the Email engine including the within-application email system
and modified Template models.
Worked on Customized email functionality for incident management.
Manage Technical Support and Customer Care operations for North America, EMEA & ANZ which includes
Voice, Email, Chat and Alternate channels of support.
Responsible for the daily operations and productivity of project.
Managing consumer complaint/escalation process.
Escalation Management , Resource Management , Scope management , Financial Management - SOW,
Billing and invoices
FormulateImplement RetrospectRefineStreamline processes for the client support engagement
End users management for any show stoppers
Review the outage plans and ensure post and pre outage is successful
Reviewing and approving the artifacts before sharing with Client
Driving status calls and reporting to Select Comfort
Ensuring team addresses critical / emergency issues with right planning and prioritization
Enabling team to support/deliver non-ticketed activities
Ensuring onsite and offshore coordination is smooth

Support Engineer/Sr Support Engineer

CA Technologies - Hyderabad, Andhra Pradesh - January 2006 to October 2008
Testing the CA Security range of products, raise bugs and work in close conjunction with the development
team to fix issues
Ensure that all global escalations are addressed and resolved on time
Analyzed Threats and worked on Signatures for various malware such as antivirus, anti spyware and anti
spam
Prepared Technical Documentation and published internal white papers
Conducted Vulnerability testing for the Etrust Suite of Products
Provided process knowledge and product knowledge training for the new hires
Worked on VMware for testing purpose and to reproduce the issues

Sr Tech Support Associate

i-VANTAGE INDIA PVT LTD - Hyderabad, Andhra Pradesh - June 2005 to January 2006
Responsibilities:
Provided technical support for United Airlines a client of Enigma Inc
Provided support on the Java based application of Enigma used by the major corporations as a Information
management tool

Sr Technical Support Associate

DELL INTERNATIONAL SERVICES - Hyderabad, Andhra Pradesh - November 2004 to June 2005
Responsibilities:
Responsible for basic desktop management and troubleshooting for Laptops, Desktops and Printers for
hardware and software issues on a range of Operating Systems like Win 9x, Win 2000, and Windows XP
Provided technical support for Home and Home Office Customers. Maintained functionality of technical
support testing and training lab, manage weekly technical support meetings

 Resolved customer's issues through a process of fact finding and research. Maintained complete ownership
of the problem until resolved for customer satisfaction
Arranged conference calls with Third-party technicians
Prepared Knowledge Documents and training materials for Dell Tech website
Managed data and data collection for periodic analysis and scrutinization
Spearheaded a team of 23 for data collection and analyzing of a resolution project labeled PROJECT FIX IT
Provided individual training and involved in reporting for work appraisals for new hires
Worked in Business Process Improvement (BPI) project to attain higher Customer Satisfaction Rate

Software Engineer
PAJO SOFTECH SOLUTIONS, Visakhapatnam - May 1998 to December 2004
Responsibilities:
Developed and tested Bulk Mail Management System for International client, JMJ Distribution Services Pte
Ltd, Singapore to organize and ease the operational activities of mailing service like printing and scan mailing
labels and to keep track of the mails
Developed and tested Integrated Inventory and Financial Management System (IIFMS) to maintain the
operational activities of an electronic equipment Showroom
Developed and Implemented Medical Lab Management System for a Local Client, Tripura Medical Center,
Visakhapatnam
Involved in the development of various website for the Clients of Vizagbusiness.com using web technologies
such as, Dream weaver, Flash, ASP, VB Script etc.
Assimilated data from the client, analyzed and developed the content of the web site, design, development
and implementation of the site

Tech Support Executive

AMERICA ONLINE MEMBER SERVICE - Bangalore, Karnataka - January 2004 to September 2004
Responsibilities:
Provided live technical support for our customers in the United States
Handled Escalated Calls in the Windows Technical Support wing of America Online Member Services
Monitored and gave feedback on regular audits of live calls to the newbie's in the team

EDUCATION

Bachelor of Commerce
Andhra University School of Correspondence Courses

ADDITIONAL INFORMATION
TECHNICAL PROFICIENCY
Operating Systems: Windows Server 2003, Windows XP, LINUX,
Databases: MS SQL, MS ACCESS, ORACLE, My-SQL
Programming: Visual Studio.net, Source Depot, VSS, TFS & ASP.net, IIS 6.0, Java.net,Java Script,VB script,
WSS 3.0, SharePoint 2007 & 2010 C#.net, VB.net, VB6 ,SQL Server 200\2005\2008, Microsoft - OCMS,
Microsoft - Product Studio, Microsoft Zorin.
Tools & Utilities: ServiceNow (Dublin & Calgary) Incident Management, Problem Management ,Change
Management, Asset Management, Service Request Management(SRM), Configuration Management
Database(CMDB), BMC Remedy Action Request System (7.x/7.6.04/8.1), BMC Remedy Mid-Tier (7.x/8.1),
IT Service Management Suite 7.x (ITSM), Remedy Service Desk 7.0 (Incident Management 7.x / Problem

Management 7.x), Remedy Change Management 7.0.x, Remedy Asset Management 7.x, Remedy Service
Request Management 7.0.x, Configuration Management Database 1.x, 2.x (CMDB),Javascript.
Trainings and certifications
ITIL V3 foundation certification
Six Sigma Yellow Belt
Information technology Service Management - Associate from HCL Technologies
Pursuing PMP - PMI