Leyakath Shaik

Spearheaded implementation of ServiceNow modules including ITSM,
•
ITOM, HRSD and CMDB, ensuring compliance and delivering scalable
solutions.
Integrated Azure Monitor, SQL Monitor, ServiceNow, Rapid7, LDAP, and
Zenoss, enhancing incident response with AI-driven workflows.
Led a team of three developers, mentoring junior staff and serving as the
main liaison for stakeholders and partners.
Utilized Agile practices to drive delivery outcomes, overseeing sprint
•
• planning, backlog refinement, and stand-ups for timely results.
Designed and executed seamless platform upgrade strategies,
maintaining communication and managing risks without business
• disruption.
Created intelligent automation solutions with Business Rules and AI,
reducing manual effort and improving service efficiency.
• Implemented Virtual Agent, Agent Workspace, and early AI use cases,
achieving autonomous execution and enhanced operational visibility.

• Increased Items accuracy by 95% by managing lifecycle
• processes.
Improved data accuracy by 30% by training 15 Configuration Librarians
• and reconciling CMDB with 4 applications.
Enhanced project delivery efficiency by 15% by executing 5 projects
within timelines.
•
• directed team workload and processes as per current data model.
Conducted monthly logical audits on Configuration Items.

acquisition to disposal.
Prepared Process and Procedure documents for Asset and Configuration
Management.
Participated in User Acceptance Testing during Service Transition.
Performed regular audits and supervisedteam communication with field
services.

A global leader in IT services and solutions
Enhanced IT operations by integrating ITSM and CMDB platforms,
•
• increasing data accuracy by 15% and streamlining CMDB processes.
Boosted application/service/CI visibility by 30% with a new change model
• and automated non-ITIL SLA breach reports.
oversaw full lifecycle of platform upgrades, ensuring integration
• compliance and enhancing efficiency.
Implemented ServiceNow PPM to align demand intake, project execution,
• and portfolio reporting with business strategy.
Configured demand prioritization and portfolio dashboards for CIO-level
• decision-making, supporting Agile and Waterfall tracking.
Created catalog items, AI automation, and resource models, boosting
• efficiency and identifying skill gaps.
Mentored junior developers, fostering growth and adherence to
standards, while managing financial tracking for improved budget
governance.

An IT services and solutions provider
Reduced software expenses by \{15%\} through efficient compliance
•
• management and license reconciliation for \{100\} licenses.
Enhanced software metering efficiency, resulting in cost savings of \{15%\}
by optimizing migration record management.

• Improved customer satisfaction by 35% by providing technical support to
10000 US and Canadian users.
Reduced average incident resolution time by \{30%\} by efficiently
managing 1000+ incidents with BMC Remedy.