Professional Experience

With extensive experience in ITSM and ITAM, I have honed my technical skills over the years, specializing in Ivanti and its integrations. These tools and technologies enable me to optimize workflows, automate processes, and develop efficient solutions that drive business success.

Hadron GBS

Specialist Ivanti Admin

January 2024 – Present

  • Designed, configured, and maintained the Ivanti Neurons ITSM platform, supporting key IT service management processes including Incident, Request, Problem, Change, Service Catalog, and Asset Management
  • Customized Ivanti ITSM modules to meet client-specific needs across the US, APAC, EMEA, and Europe—optimizing workflows, forms, templates, and business reports to enhance service delivery
  • Integrated Ivanti with external platforms such as ServiceNow (via REST APIs), Azure Active Directory, and SSO, ensuring seamless data flow and authentication across systems
  • Developed and automated workflows, reports, and templates within Ivanti Neurons to streamline CMDB, CI creation, and approval processes
  • Managed user roles, access, and permissions in Ivanti, maintaining data security and integrity through LDAP and Azure AD synchronization
  • Led end-to-end implementations of Ivanti ITSM solutions—both cloud-based and on-premises—ensuring scalability and strong performance
  • Monitored and improved platform performance, resolved logic issues, and earned client praise for increasing system reliability and support efficiency
  • Worked closely with cross-functional teams to identify automation opportunities and align ITSM processes with ITIL standards
  • Provided end-user training and support, authored user guides and SOPs, and promoted self-service adoption across teams
  • Handled upgrades, release testing, and continuous tuning of the Ivanti Neurons platform to ensure system stability and responsiveness
  • Hands-on experience with Ivanti Neurons for Discovery, agent deployment, patch installation, application distribution, and bundle creation

Medline Inc

Heat Admin/Ivanti Admin/Developer

February 2019 – December 2023

  • Developed and maintained the Asset Verification Portal for Medline India using Java, JavaScript, MySQL, and Tomcat
  • Upgraded the ISM production environment and implemented Twilio automation for SMS communication, enhancing user engagement and incident resolution processes
  • Integrated Security Incident Management (SecOps) within ISM to efficiently handle security-related incidents and improve response times
  • Automated manager approval workflows and performed bulk Service Request (SR) uploads using PowerShell and XML scripts
  • Tested and optimized REST API connections for system integrations using Postman to ensure seamless connectivity and functionality
  • Provided Jira support for project tracking, handled bug resolutions, and managed backlogs to ensure timely delivery of project milestones
  • Enhanced workflows, business rules, and user permissions within Ivanti Service Management (ISM), resulting in increased system efficiency
  • Utilized Ivanti ticketing system to log, track, and manage incidents, ensuring detailed documentation and prompt resolution
  • Managed Ivanti Configuration Items (CI) and the Configuration Management Database (CMDB)
  • Administered Ivanti Access, managing user access, permissions, and security configurations for end-user computing devices
  • Applied Ivanti Quick Actions and workflows to automate and streamline incident management, improving operational efficiency
  • Developed and implemented Ivanti Business Rules to optimize workflow processes and enhance ticketing accuracy
  • Created Service Catalogs and complex workflows within Ivanti to ensure seamless service request handling
  • Managed and maintained both Application Servers and Database Servers, ensuring high availability, performance, and security

Teamware Solutions

Senior Analyst Ivanti Admin

February 2019 – October 2020

  • Utilized Ivanti ticketing system to log, track, and manage incidents, ensuring detailed documentation and timely resolution
  • Handled Ivanti Configuration Items (CI) and Configuration Management Database (CMDB), ensuring accurate tracking and management
  • Administered Ivanti Access, managing user access, permissions, and security configurations for end-user computing devices
  • Applied Ivanti Quick Actions and workflows to automate and streamline incident management processes
  • Developed and implemented Ivanti Business Rules to optimize workflow processes and enhance ticketing accuracy
  • Created Service Catalogs and complex workflows within Ivanti to ensure seamless service request handling
  • Managed and maintained both Application Servers and Database Servers, ensuring high availability and performance
  • Managed and supported desktop support and helpdesk services, overseeing hardware and application troubleshooting
  • Ensured the monitoring, management, and restoration of end-user computing devices
  • Managed Active Directory (AD) tasks such as user account resets, creation, and management

Allscripts

Helpdesk Domain - Ivanti Admin

May 2017 – December 2018

  • Created and managed tasks within Ivanti to streamline issue resolution and improve incident management processes
  • Managed the Application Server and Database Server with focus on performance and reliability
  • Troubleshot desktop, printer, and Allscripts application issues, providing efficient resolutions
  • Utilized Ivanti ticketing system to log, track, and manage incidents with proper documentation
  • Achieved a 91% first-call resolution rate by troubleshooting issues effectively and escalating when necessary
  • Documented all incidents in systems such as Remedy, ServiceNow, and Ivanti with detailed comments and timely updates
  • Provided independent support for GW and CHI clients, resolving technical issues through thorough research
  • Managed shared mailboxes and collaborated with the onsite team to resolve tickets and emails efficiently
  • Performed Active Directory tasks, including account resets, profile creation, and user account management
  • Gained knowledge of AEHR and PPMS systems to provide comprehensive user support and troubleshooting
  • Delivered password resets, break fixes, printer support, and network connectivity troubleshooting
  • Maintained strong communication with customers, ensuring complete problem resolution and status updates