Remedy Developer/administrator/operations/itsm Consultant Resume
MD
SUMMARY:
- More than ten years of experience in Information Technology, Management, Research and ITIL best practices. Provides hands on experience in all aspects of Project Management, implementation and operations for the SDLC, BMC Remedy AR System Applications such as ITSM and Atrium CMDB. Orchestrates technical leadership, consults, and develops/clarifies business, technology needs and requirements for various enterprise solution deployments.
TECHNICAL SKILLS:
Remedy: BMC Remedy ARS 8.1 - 4.x, ITSM 8.1-4.x, SLA 7.x, DSO, Migrator, CMDB
.NET Technologies: ASP.NET1.0, 2.0, ADO.NET, Win forms, WCF, Web forms, Web Services
Web Technologies: HTML, DHTML, CSS, XML, XSL, XSLT, AJAX, PHP, VB Script, JavaScript, FrontPage, Adobe Photoshop and Macromedia Dream Weaver MX
Operating Systems: Windows, Linux, Unix
Databases: SQL Server 2005-2000, Oracle 10g-8i, My SQL, DB2
Web Servers: IIS, Apache, WebLogic, Tomcat
Reporting Tools: Crystal Reports, SQL Server Reporting Services and Data Reports, TMART
PROFESSIONAL EXPERIENCE:
Confidential, MD
Remedy Developer/Administrator/Operations/ITSM Consultant
Responsibilities:- Facilitated Application Analysis sessions for Incident, Problem and Foundation data required for BMC’s ITSM
- Designed and coded some customizations to the Incident and Overview management consoles.
- Developed and coded business required changes to the Service Desk system
- Implement Customizations based on customer input
- Develop Test Plans, Test Strategies and Test Cases for UAT
- Maintained data entry applications such as Flex Management and Branch Directory
Confidential, MA
Remedy Developer/Administrator/Operations/ITSM Consultant
Responsibilities:- Perform Pre-Migration preparation work
- Initiate DDM process moving data from non-Unicode to Unicode DB
- Perform Error Remediation
Confidential, MN
Remedy Developer/Administrator/Operations/ITSM Consultant
Responsibilities:- Use ADDM to populate CMDB and promote to the gold dataset BMC.ASSET through normalization and reconciliation process
- Responsible for creating, monitoring CI’s in ADDM Dataset and locating duplicates in Asset Dataset
- Responsible for building Application and Business Service models in ADDM and the CMDB.
- Created and maintained proper relationship between the Services and Application and DST Clients
- Configure and develop capabilities and documentation for using AIE, Reconciliation, and Normalization
- Used (TMART) to measure performance of applications and validate system performance enabling quantifiable reporting of service level agreements (SLAs)
- Configured Service-now ITSM
Confidential, MO
Remedy Developer/Administrator/Operations/ITSM Consultant
Responsibilities:- Customize ITSM as well as develop new modules
- Integrated with internal CRS application
- Migrated Data/Definitions from pre-Production server to production
- Implemented Atrium Orchestrator to increase service availability, and improve efficiency
- Used (TMART) to measure performance of applications and validate system performance enabling quantifiable reporting of service level agreements (SLAs)
- Implemented Service Now integration script
Confidential, NY
Remedy Developer/Administrator/Operations/ITSM Consultant
Responsibilities:- Design and create SRDs in SRM
- Created Advanced interface form for SRDs to automate the process of requesting software by end user
- Integration SRM, Work Order, and Asset management to create product CIs for new software
- Develop Test Plans, Test Strategies and Test Cases for UAT
- Configured SRM surveys for customer satisfaction and generated reports for the business managers
- Customize Helpdesk Module
- Migrated Data/Definitions from pre-Production server to production
- Performed capacity management and configuration planning for HA BPPM / ProactiveNet / BEM environment
- Configured and developed capabilities using ADDM, AIE, Reconciliation, and Normalization.
- Implemented Atrium Orchestrator to increase service availability, and improve efficiency
- Implemented Service Now integration script
Confidential, MN
Remedy Developer/Administrator /ITSM Consultant
Responsibilities:- Upgraded ITSM Stack to 7.6.04
- Integration Approval Engine with email allowing approvals through emails
- Migrated custom applications, foundation data, configuration data and transaction data legacy system
- Implemented Active Directory authentication
- Designed and created several SRDs in SRM
- Created Advanced interface form for SRDs to automate the process of requesting software by end user
- Integration SRM, Work Order, and Asset management to create product CIs for new software
- Installed and Configured Contract Management and Software Asset Management (SAM)
- Develop Test Plans, Test Strategies and Test Cases for UAT
- Implemented Atrium Orchestrator to increase service availability, and improve efficiency
Confidential, DE
Remedy Developer/Administrator/ITSM Consultant
Responsibilities:- Upgraded ITSM Stack to 7.6.04 while adding customizations
- Implemented Email Integration allowing request creation, work info and ticket resolution
- Developed a custom Work Order application for the Department of Real Estate Services and integrated with the DC portal
- Developed survey functionality for resolution surveys
- Integrated Web Monitor tool with Work Order to notify on the client machine when a critical ticket is created
- Migrated Data/Definitions from pre-Production server to production