Pratul Agarwal is seeking a position that allows him to utilize his skills in IT service management. He has over 5 years of experience in ServiceNow development and ITIL processes at IBM and Infosys. His projects include implementing IT service management systems for British Helicopter Airlines, UCAS, and Intercontinental Hotel Group. He is proficient in ServiceNow, JavaScript, Java, and has ITIL and ServiceNow certifications.

1. PRATUL AGARWAL
E-mail: pratulagarwal89@gmail.com
Mobile: +91-9739957186
OBJECTIVE
To be associated with a progressive organization which can provide me with a dynamic work
sphere to extract my inherent skills as a Professional, use and develop my aptitude to further
the organization’s objectives and also attain my career targets in the progress.
WORK EXPERIENCE
 1 year of experience with IBM as Senior Operations Executive, working on Service Now
development. (Current)
 2 years of experience in Service Now, ITIL and ITSM with Infosys Technologies Limited as
Systems Engineer.
TRAINING
 Received dedicated training on Java Enterprise Edition and Basic DBMS at Infosys.
Duration: 3 to 4 months 

 Have attended Service-Now discovery
training. Duration: 2 days 
PROJECTS
1. IT Service Management in British Helicopter Airlines. (March 2013 to January 2014)
2. IT Service Management in Universities and Colleges Admissions Service (UCAS)
(February 2014 to August 2014)
3. IT Service Management in Intercontinental Hotel Group. (September 2014 to present)
Role: Developer
Technology: Service now, JavaScript, Java
Details:
The Project includes designing, developing & supporting an IT Service Management roadmap
and tool for global IT operations. This project involved requirement gathering from business
and IT stakeholders and implementing the IT operations.

2. Project responsibilities:
 Have implemented various modules like Incident, Problem, Change, Knowledge
Management & Release Management collaboratively. 

 Worked on Report Generation, Inbound Action, Email Notifications, UI Macro, UI pages,
Schedule Jobs, Templates, Update sets, Import sets, Transform Maps, Surveys, SLAs. 
 Well versed with Service catalogue and creation of new workflows for the same. 
 Worked on Designing Home pages. 
 Well versed with UI Action, Business Rules, Client script, UI Policies, ACL and Script Includes. 

 Worked on Content Management System (CMS), Runbook Automation, Web services
Integrations, Encryption, and Metrics etc. 
 And have good understanding of the Out Of Box modules. 
CERTIFICATION
 Have completed Infosys internal certifications on:- 
 ITIL Service Desk and Incident Management. 
 ITIL Problem and Change Management. 
 ITIL V3 Foundation certified. (IBM internal) 
STRENGTHS
 Leadership qualities 

 Good communicative skills 
ACADEMIC PROFILE
Examination Specialization School/college Board/University Year of
Passing
Aggregate %
B.E. Electrical and
Electronics
Engineering
Dayananda
Sagar College
Of Engineering,
Bangalore
Visvesvaraya
Technological
University
2008-
2012
76.48%
XIIth PCM stream S.M Arya
Public School
C.B.S.E. 2008 81.4%
Xth S.S.C De Nobili
School
I.C.S.E. 2006 85.5%

3. COMPUTER PROFECIENCY
 Languages -- JAVA, C, C++, PL SQL
 Operating system -- Windows Family
 Tools -- Service Now, ECLIPSE IDE
 Web Technology -- CSS,HTML and JavaScript
PERSONAL DETAILS
 Name : Pratul Agarwal
 Date of Birth : 25th
November 1989
 Gender : Male
 Languages known : Hindi, English
 Address : Flat no 47, Ground Floor, 3rd
Main, Maruti Layout, BTM Layout 1st
stage, Bangalore 560029.
DECLARATION
I do hereby declare that the particulars of information and facts stated herein above are true,
correct and complete to the best of my knowledge and belief.
PLACE: Bangalore PRATUL AGARWAL