Gopala Gadde

20 years of IT industry experience, including 8+ years specializing in the ServiceNow platform across Application Development including ITAM - SAM but not limited to ITSM (Incident, Problem, Change Management, Service Catalogs/Request) Catalog Items, Order Guide, administration, CMDB, and automated Test case using ServiceNow ATF.

Strong Domain

Knowledge in Finance (Mortgage), E-commerce (Telecom), Health Care, Retail & Utility. Currently working at Fannie Mae in My Services CMDB Platform team, supporting the ITAM-SAM Application Email automation by publishing Enterprise License usage in the SAM Workspace, running reconciliation, validating compliance, initiating renewals, and proposing cost optimization techniques. Expertise in Service Catalogs, Catalog Client Scripts, UI Policies, Business Rules, Fix Scripts, Background Scripts, Workflow Editor, ServiceNow Studio, System update sets, ITSR, INC, PRB, CHG and KB articles.

Used Enterprise provided Microsoft Copilot and OpenAI ChatGPT tools in the current assignment to support SAM publisher work. Used ServiceNow Now Assist feature (Australia upgrade release for GenAI Initiatives like Search CMDB). Solid understanding in ServiceNow CSM Module (providing E2E external customer support Case Creation → Case Closure), building CSM portal and customizing on the top of OOB ServiceNow features.

Developed Resource

Consumption, Email User Subscription and User CAL license metrics to support Effective License Position automation. Accountable for sanity and shakeout testing during a 6-month ServiceNow platform upgrade to the recent Australia version. As part of Deployment activities, worked on migrating the code changes across various environments in ServiceNow using Update-Sets.

Excellent experience in ServiceNow CMDB, Asset Certifications, Administration and Day to Day Production support. Proven ability to work independently on proofs of concept and collaboratively within teams, combining problem solving, process improvement, analytical skills, and test-summary reporting support for management. Coordinated defect-triage calls to identify bugs early in the release cycle and improve system quality before production deployment.

ITAM–SAM Developer - Fannie Mae - Reston, VA & Washington, DC

(2017-06)

Software Asset Management (SAM), a specialized area within IT Asset Management (ITAM), focuses on how software is purchased, deployed, optimized, reconciled, Published, and retired across the enterprise.

• Expertise in Creating Service Catalog(s), Custom Tables, Forms, Fields, Application Workspaces(SAM Workspace, defining Variables, Variables Sets, UI Policy Actions, Catalog Client Scripts and Custom Views.
• Defined Business rules on the Tables, Scheduled the Jobs, executed workflows for each catalog item.
• Worked on Glide Ajax, Glide Record and Glide Aggregate queries for Data retrieval.
• Developed and Executed Fix Scripts in LE for bulk record updates to handle ITSR and INC requests.
• As part of Integrations using Data Source file attachment, created the Data Source from third party vendor/application, Loading the records, Creating Transform Map, Running Transform via Scripts and finally loading the data into Target table(import file storage/custom target table).
• Performed Data validation checks before running the RECON process in the SAM Workspace.
• Once the results are validated and verified, coordinated with Business lead/Tech lead, and published the license usage and Metrics to the SAM Pro tool(Dashboard and Reports portal).
• Involved in a weekly demo with client for the published license usage and discussed the cost optimization techniques before the next renewal and mitigated risks in IA and external audit-defense deliverables.
• Profound knowledge in IT Infrastructure like CMDB BAR Data, Certification Portal Data, CMDB Search, CMDB Reports and Dashboards.
• Implemented the Interface Control Registry project using ATF by designing test suites, Quick Start suites, test steps, test results, parameterized test results, suite results, and scheduled daily ATF runs for all ICR delivery mechanisms.

QA Engineer - FINRA - Rockville, MD

(2016-05 - 2017-05)

Nationwide Multistate Licensing System (NMLS) is the system of record for non-depository, financial services licensing, or registration in participating state agencies, including the District of Columbia and U.S. Territories of Puerto Rico, the U.S.

Virgin

Islands, and Guam. The goal of NMLS is to employ the benefits of local, state-based financial services regulation on a nationwide platform that provides for improved coordination and information sharing among regulators, increased efficiencies for industry, and enhanced consumer protection.

• Responsible for design, development functional, and Automation Testing of NMLS features.
• Delivered this Project in Agile Fashion with Scrum Programming where team comprised of Product Owner, a Scrum Master, Business Analyst, Development Team, QC/QC Team, and DBA.
• Designed Test Scenarios and reviewed with BA and Team for Sprint user stories and uploaded the same in JIRA tool.
• Created 25 NMLS Company/Individual accounts using Selenium-web driver Data Driven framework.
• Involved in Designing and Developing Data Driven framework using Selenium WebDriver, Junit, and implemented Regression results report in the JIRA Notifications Dashboard.
• Identified PR (Problem Report existing in Production) and QPR (QC problem Report-problem report found during testing prior to deployment to Production).
• Regression tested all the Functional testing NMLS features written in JAVA using Selenium and JUnit framework before each release.
• Performed smoke test execution at end of each Sprint to ensure Code merge is accurate.
• Executed each functionality on multiple web browsers (Internet Explorer, Firefox, and Chrome) to ensure quality and requirement is met.
• Involved in a weekly demo with client and retested the feedback enhancements.
• Followed and assisted CI/CD process to deploy code across various environments like QC, INT/INT2 & UAT.
• Managing risks and issues and mitigating at the level best during execution to meet the timelines within the allocated resources.

Sr QA Lead - T-Mobile US, Inc. - Bellevue, WA

(2015-12 - 2016-05)

T-Mobile Upper Funnel is one of the key and strategic subsets of T-Mobile Universe 2.0 program. T-Mobile Upper Funnel will enable a seamless customer experience on any channel focusing on creating a consistent user interface experience through unified screens and flows across Web/Self Service, Care and Retail. The Upper Funnel project thrives on three basic principles, Mobile First, Radical Simplification and Unified experience.

• Responsible for design, development and unit testing of T-Mobile Telecom wired and wireless applications using AEM 6.1.
• Coordinated Test Plan Reviews and Test Case Walk through as part of Quality assurance activities.
• Executed Functional and System testing of T-Mobile www.t-Mobile.com "WHY T-MOBILE" page applications using AEM 6.1 Web Content Management Testing.
• Conducted Regression testing, smoke testing, cross browser testing through automated testing tools like Selenium and Cucumber.
• Performed Data Driven testing on T-Mobile website for multiple sets of data using Web driver.
• Delivered the Project Bi-weekly Sprint release with a pre-demo before code merge.
• Followed CI/CD process to deploy code across various environments like QAT, SVT, and UAT.

QA Engineer - Sprint Telecom - Reston, VA

(2014-01 - 2015-11)

Sprint Cut Your Bill in Half event will provide capabilities to support half price offers from ATT, Verizon & T-Mobile. This program will allow customers to present a competitor's invoice at point of sale and present the customer with an offer that is half the price of the current offer.

• Responsible for design, develop and unit testing of ATG Telecom wired and wireless applications.
• Delivered the Project based on Agile Framework with Scrum Methodologies where team comprised of Product Owner, a Scrum Master collaborates directly to deliver the PSI (potentially shippable Increment).
• Functional and System testing of Sprint shop.com applications using wide variety of tools like SOAP UI, and Business Control Center Interfaces, Oracle SQL, System Integration using web service technologies providing Service Oriented Architecture integration points.
• Executed test scripts from ALM (Application Life-cycle Management).
• Prepared Data set up using CSM (Customer Service Management Tool) and BCC.
• Automated highly transnational e-commerce web application using Selenium Web Driver.
• Implemented Page Objects, Data Driven, Keyword Driven, Hybrid automation frameworks using Selenium Web Driver, JAVA.

QA Engineer - CVS Caremark - Dallas, TX

(2012-11 - 2013-12)

Designed, developed and Regression evaluated CVS Caremark Pharmacy applications.

• Performed ATDD testing at Client Location