SHAILZA SHARMA
Edmonton,Canada
Summary
Experienced IT Professional with a strong background in ServiceNow Administration and Development. Proven ability to enhance ITSM processes, develop applications, and drive efficiency and innovation. Demonstrated leadership in managing cross-country training and UAT to improve operational efficiency. Skilled in collaborative problem-solving and technical innovation.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Consultant
Thirdera A Cognizant Company
02.2022 - Current
- Leveraged expertise in process enhancement to facilitate seamless transitions for key clients including INDOT, T-Mobile, ThermoFisher and Abbvie.
- Managed Update Sets and coordinate User Acceptance Testing before deploying changes to the Production environment.
- Enhanced and developed Incident, Problem, Change, and Service Catalog Management.
- Developed ServiceNow applications based on business requirements and technical design documents.
- Proficient in Technical Implementation of Incident, Problem, Change, Service Catalog, SOW with expertise in Agent Workspace and Service Portal.
- Implemented optimized workflows to streamline the management of service catalog items in ServiceNow.
- Experienced in CMDB and Asset Management Services including Business Services, Service Offerings, and Configuration Item Relationships.
- Developed helpful instructions for constructing catalog products by creating informative Knowledge articles.
- Generated Business Rules by utilizing GlideRecord operations
- Developed and implemented Catalog client scripts and UI policies to enhance client-side functionality.
- Designed user-friendly forms and interfaces within the platform, improving user experience and overall efficiency.
- Used AutomatePro platform for testing applications and creating documentation for end user.
Application Support Developer
Public Emergency Alerting Services Inc (PEASI)
10.2021 - 02.2022
- Provided technical and product support to internal teams and external clients
- Implemented effective solutions for resolving application-related technical challenges.
- Addressed and resolved tickets raised by both the public and clients.
- Maintained responsibility for managing customer information and database systems
- Produced comprehensive reports and documents utilizing Ms Office software
- Maintained effective contact channels with customers and colleagues utilizing electronic mail or telephonic mode
- Assisted team members with application maintenance
- Generated database reports through SQL query scripts
- Developed end-user training resources that were easy to understand and follow
- Efficiently created interactive Google survey forms to gather data from diverse stakeholders
- Managed project-related tickets using Jira ticketing software
Customer Support Specialist
CareRx Corporation
Edmonton, Canada
03.2021 - 09.2021
- Delivered timely, courteous, and knowledgeable support for standard questions and concerns
- Maintained detailed records of customer interactions, tracking their needs and finding effective solutions
- Provided customers with information on billing procedures, processed payments, and assisted in setting up payment options.
- Maximized customer satisfaction through managing customer email and telephone interactions
- Implemented and set up customer accounts
- Prepared reports and documentation for customer concerns/complaints utilizing Word and Excel
- Utilized Outlook for regular communication with clients and internal team members.
Software Developer Intern
Atom Health
Edmonton, Canada
10.2020 - 01.2021
- Developed a digital health Id web application utilizing C# and ASP.NET Core entity framework.
- Developed code in ASP.Net Core, utilizing the MVC framework, to enable seamless CRUD operations.
- Utilized JavaScript and jQuery to implement client-side validation techniques
- Implemented responsive design for Front End web pages using HTML5, CSS3, and bootstrap on various devices
- Utilized SQL Server database to integrate application and scripted LINQ query logic for joining multiple tables via Foreign Keys
- Utilized APIs to integrate external data into application
- Deployed application and database on Azure platform
Software Developer
Gaugan Technologies
, India
03.2013 - 11.2014
- Developed diverse Web-based products using PHP, JavaScript, and AJAX alongside various CMS platforms such as Wordpress, Joomla, Magento, and Shopify
- Updated and maintained existing codebase, integrating new features into websites.
- Implemented database creation and management with MySql Server
- Provided guidance to new additions while implementing efficient task management for team productivity
- Managed client communication regarding assigned projects
- Created applications using HTML, CSS, JavaScript, and other programming languages.
- Debugged code to identify errors and fix them efficiently.
- Collaborated with team members to ensure successful project completion.
- Assisted with planning, designing, coding, debugging, testing, documenting, and maintaining software applications.
System Analyst
IDS Infotech
India
08.2008 - 02.2013
- Implemented web-based forms and events on a VB.NET application.
- Performed data migration utilizing multiple applications for XML data integration with SQL Server and Oracle databases
- Directed and oversaw a team of 7-8 personnel
- Communicated effectively with clients throughout projects.
- Developed system requirements documents and analyzed user needs to ensure the delivery of quality software solutions.
- Developed programming code to customize existing software applications as needed.
- Assisted in the development of training materials for end-users on how to use new or modified systems effectively.
Education
Full Stack Developer -
University of Alberta
12.2020
Bachelor of Technology - Technology Management
NAIT
06.2018
Master of Science - Computer Application
SIKKIM MANIPAL UNIVERSITY
India07.2009
Bachelor of Science - Computer Application
SIKKIM MANIPAL UNIVERSITY
India07.2007
Skills
- JavaScript
- HTML
- CSS
- C
- C
- VBNet
- PHP
- SQL
- SDLC
- Agile
- Oracle
- MS SQL Server
- ServiceNow
- AutomatePro
- Test Automation
- User Training
Certification
- ServiceNow Certified Application Developer, Ongoing
- ServiceNow Service Portal, 11/23
- ServiceNow Certified Implementation Specialist, 10/23
- ServiceNow Certified System Administrator, 03/22
Volunteer Experience
- NAIT Open House, 10/17, Information booth for BTech program
- Canadian Mental Health Association, 03/17 - 05/17, Website development
Timeline
Technical Consultant
Thirdera A Cognizant Company
02.2022 - Current
Application Support Developer
Public Emergency Alerting Services Inc (PEASI)
10.2021 - 02.2022
Customer Support Specialist
CareRx Corporation
03.2021 - 09.2021
Software Developer Intern
Atom Health
10.2020 - 01.2021
Software Developer
Gaugan Technologies
03.2013 - 11.2014
System Analyst
IDS Infotech
08.2008 - 02.2013
Full Stack Developer -
University of Alberta
Bachelor of Technology - Technology Management
NAIT
Master of Science - Computer Application
SIKKIM MANIPAL UNIVERSITY
Bachelor of Science - Computer Application
SIKKIM MANIPAL UNIVERSITY
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