Rakshith Pai

Experience

• 

  ANZ

  Sept 2013 - now

  • Effectively incorporated SCCM, Intune, and JAMF into the ServiceNow Discovery module, markedly improving the organization's capacity to discover IT assets ensuring data normalization and standardization.• Developed and enforced governance policies for CI lifecycle management, relationships, and dependencies.• Identified and resolved data discrepancies or inconsistencies in the CMDB to ensure data reliability.• Implemented and ensured compliance with integration governance policies to uphold data consistency and adhere to ITIL best practices in the realm of discovery activities.• Led ServiceNow development, optimizing processes and data management, including APM (Application Portfolio Management), ALM (Application Lifecycle Management), SAM (Software Asset Management), and HAM (Hardware Asset Management) modules. Achieved a 15% improvement in process efficiency.• Provided technical guidance to the team, ensuring best practices and efficient utilization of the ServiceNow platform.• Conducted in-depth data analysis, quality checks, and data alignment to enhance accuracy and reliability.• Prepared reports and performance analytics, enabling data-driven decision-making and process improvements.• Optimized the IT environment by identifying and reclaiming unused software, reducing costs by 20%, and improving resource allocation.• Enhanced software lifecycle management, ensuring compliance, minimizing waste, and optimizing procurement and retirement processes.• Provided stakeholders with holistic insights into software ownership and license usage, aiding strategic investment decisions. Show less • Managed and optimized SCCM deployments and patching procedures, ensuring the timely delivery of secure software updates.• Enhanced and maintained the TechStore application, a proprietary software deployment tool developed with ASP.NET, PowerShell, and SCCM Orchestrator. Ensured its reliability, efficiency, and alignment with organizational requirements.• Led the development and execution of Proof of Concept (POC) initiatives, leveraging ServiceNow and PowerShell to automate IT processes and streamline operations.• Conducted comprehensive testing of new operating system patches and orchestrated automated installations, fortifying security measures and ensuring compliance. Utilized ASP.NET, PowerShell, and SQL for enhanced efficiency.• Designed and sustained a user-friendly New User On-boarding portal using PowerShell, simplifying and streamlining the onboarding process for improved user experience.• Provided mentoring and training to junior team members in automation and development techniques, fostering skill development within the team.• Automated repetitive tasks effectively using PowerShell, significantly reducing manual efforts by 30% and enhancing operational efficiency.• Managed vendor relationships with Adobe, overseeing software deployment and facilitating license provisioning to prevent unexpected costs.• Published, managed, and maintained the software catalog, ensuring meticulous tracking of software assets throughout their lifecycle to uphold accurate inventory management. Show less • Working as a core member of automation team where my responsibility is to analyse the requirement for automation at different levels in different IT teams.• I use my skills to develop tools for Windows system administration to leverage productivity, accuracy and ease of use.• Hands-on experience leading all stages of development including requirements gathering, design, implementation, testing and support.• Automating and improving infrastructure, using Open Source tools (PowerShell/Python) for configuration management and orchestration.• Design and implementation of monitoring & notification systems for the various services• Continuously review and enhance processes and operating procedures needed to maintain the most cost effective enterprise-grade infrastructure.• Identify and promote best practices and patterns for the setup, configuration and management including databases, servers, and network and storage systems.• Maintain a team-oriented working environment that promotes a high level of personal commitment and accountability and a continued focus on quality and efficiency• Stimulate and enhance the application with automation wherever possible.Projects handled under Automation team:• Designed and developed 20+ scripts to automate bulk/repetitive system administrative tasks for Identity and User Access Management using PowerShell.• Automated provisioning of access to applications for End User Services on Automation Anywhere platform easing the tedious tasks which were carried out manually.• Designed and developed 5+ scripts that helped a tool troubleshoot and resolve user issues automatically without any supervision of the Tech assist team. • Develop and implement solutions on the Service Now platform.• Develop & Manage Incident Portal/CMDB Portal & Server Admin Portal Show less

  • ServiceNow -Solution Designer

    Mar 2024 - now

  • Engineer

    Sept 2022 - Mar 2024

  • Engineer

    Sept 2018 - Sept 2022

  • Senior Officer

    Jul 2017 - Sept 2018

  • Senior Service Desk Analyst

    Aug 2016 - Jul 2017

  • Service Desk Analyst

    Sept 2013 - Aug 2016