SUMMARY:

• Over 16 years of Remedy development, design and administration experience.
• Solid experience in ITSM Suite, Migrator, Remedy, Oracle, SQL Server, Sybase.
• Proficient in developing Remedy applications using AR System (8.x, 7.x, 6.x, 5.x).
• Excellent Communication and Inter - personal skills, Motivated, Hardworking and a team player with ability to produce results in multi tasked environment.
• Solid IT experience in various stages of SDLC (software development life cycle).
• Subject Matter Expert (SME) with complete understanding and working knowledge of the BMC ARS, ITSM suite and CMDB.
• Knowledge of Remedy programming methodologies and standard SDLC.
• Extensive experience in Requirement analysis, Business analysis, Use-Case analysis, Changes Management, Configuration Management and Production Support (24/7).
• Extensive experience in extracting data from various databases like Atrium CMDB, Oracle, SQL Server, DB2 and MS Access.
• Extensively implemented Remedy 8.x, 7.x and ITSM 7.x architecture in complex environments.
• Working knowledge of PRINCE2 Project Management Methodology (PMM) process, standards and guidelines.
• Designing & implementing industry standard best practices and supporting tools of IT Service Management (ITSM), ITIL(IT Infrastructure Library), Customer Management Relationship (CRM), Change Management, Asset Management and Configuration Management Database (CMDB).
• Proactively monitor Remedy applications to include performance diagnostics/tuning, root cause analysis and capacity planning
• Experience in Crystal Reports, BMC Analytics Reports and Jasper Soft.

TECHNICAL SKILLS:

BMC Remedy: Remedy ARS (8.1/7.6.047.6/7.1/6. x/5.x/4.x), ITSM 7.6.04, Developer Studio 7.6.04, Migrator, AR Utilities, AR Inside, AR Import, AR Source Control, Process Designer 8, Mid-Tier, Reconciliation Engine, OPAS, VSS, AIE, API, Web Services, XML, Siebel, People Soft, Silver Back, ADDM, Discovery Tools, BMC Analytics, Crystal Reports, AlarmPoint (Xmatters), HP Open View.

Programming Languages: Java, UNIX Shell Scripting, UNIX AIX, PERL, Cobol.

Database Products: SQL Server, Oracle, Sybase, Atrium CMDB 2.x, DB2, MS Access, SQL Loader, Crystal Reports, Excel Reports, Oracle Reports and VB Reports.

Internet Technologies: JAVA, JSP, ASP, ISS, HTML, CSS, JavaScript, VBScript, XML, XSD, XSLT, XPATH.

Web Design Tools: Net Beans, Visual Studio, Visual Interdev.

Others: Crystal Reports, Dashboards, Alarm point, Confidential MAXIMO, UML, MS Visio, RPM, Visual Source Safe (VSS), SOX Compliance, FERC Compliance, MS Project, and Active Directory.Testing Tools: Test Director, Mercury Quality Center, Load Runner, Win runner.

PROFESSIONAL EXPERIENCE:

Lead Remedy Developer & Administrator (Senior ITSM Consultant)

Confidential, New York City

Environment: Remedy ARS 8.1 SP2, ITSM 8.1 Suite, Developer Studio 8.1, ITSM suit, SLA, SLM, SRM, Request Management, Reconciliation engine, Windows 2008, BMC Analytics, Atrium CMDB 8.1, ADDM, SQL Management Studio, Xmatters, BPPM, ESD Auto Ticket.

Responsibilities:

• Upgraded Remedy from 7.6 .03 to 8.1 SP2 and Installed Remedy 8.1 OOB.
• Customization ITSM modules Incident, Problem, Change, Request, SRM, External integration with BEM.
• Server Administration tasks like backups, configuration, server restart, licensing, log files and access control.
• Lead the upgrade project which includes synchronization of environments and data replication.
• Exposure BMC Analytics reporting and Jasper Soft Reporting.
• Worked on Alarm point and Xmatters.
• Setup Production, UAT and Development (OOTB) environments.
• Involved in server grouping and load balancer activities.
• Worked on SQL Management Studio and data extraction.
• Aligned ITIL frame work with ITSM suite.

Lead Remedy Developer & Administrator (Senior ITSM Consultant)

Confidential, Kansas City, MO

Environment: Remedy ARS 7.6.04 SP2, ARS 8.1, ITSM 7.6.04 Suite, Developer Studio 7.6.04, Change Management, Incident Management, Problem Management, Asset Management, SLA, SLM, SRM, Request Management, Reconciliation engine, Windows 2008, Migrator, BMC Analytics, HP Open View, Atrium CMDB 7.6.04, ADDM 9.1, SQL.

Responsibilities:

• Upgraded Remedy from 7.5 to 7.6.04 SP2 and Installed Remedy 8.1.
• Customization ITSM modules Incident, Problem, Change, Request, SRM, External integration, and ITS Integration using Developer Studio.
• Server Administration tasks like backups, configuration, server restart, licensing, log files and access control.
• Lead the upgrade project which includes synchronization of environments and data replication.
• Exposure to Kinetic Request, Kinetic Task, Kinetic Survey, Kinetic Calendar and Kinetic Schedule.
• Worked closely with BMC to resolve the existing issues, putting patches and bug fix.
• Setup Production, UAT and Development (OOTB) environments.
• Involved in server grouping and load balancer activities.
• Participating ECCB and CAB meetings.
• Aligned ITIL frame work with ITSM suite.

Lead Remedy Developer & Administrator

Confidential, San Ramon, CA

Responsibilities:

• Customization ITSM modules Incident, Problem, Change, Request, SRM, External integration, and Configuration Management using Developer Studio.
• Upgraded from AR System, ITSM, and Mid-tier from 7.6.04 SP1 to SP2.
• Installed BAO, CMDB and Atrium Integrator.
• Server Administration tasks like backups, configuration, server restart, licensing, log files and access control.
• Lead the SP2 upgrade project which includes synchronization of environments and data replication.
• Worked closely with BMC to resolve the existing issues, putting patches and bug fix.
• Setup Production, UAT and Development environments on multi-tier architecture.
• Involved in server grouping and load balancer activities.

Sr. Remedy Developer & Administrator

Confidential, Mooresville, NC

• Customization ITSM modules Incident, Problem, Change, Request, SRM, External integration, and Configuration Management using Developer Studio.
• Upgraded from AR System, ITSM from 7.5.07 to 5.6.04.
• Installed CMDB 7.6.04 and Atrium Integrator.
• Server Administration tasks like backups, configuration, server restart, licensing, log files and access control.
• Lead the QOS project which includes synchronization of environments and data replication.
• Supported the development of reconciliation and normalization rules to populate and maintain the CMDB & ADDM.
• Setup production, UAT and Development environments on multi-tier architecture.
• Involved in server grouping and load balancer activities.

Sr. Remedy Developer & Administrator

Confidential, White House Station, NJ

Responsibilities:

• Customization ITSM modules Incident, Problem, Change, Request, SRM, External integration, and Configuration Management using Developer Studio.
• Documented User Guides, SOP and Work Instructions.
• Design, implementation and post production maintenance with ITSM 7.6.0.
• Server Administration tasks like backups, configuration, server restart, licensing, log files and access control.
• Customization and creation of Remedy workflows according to customer requirements.
• Performed Remedy upgrade activities from ARS 7.1 to ARS 7.6.04
• Involved in migration of Merckury ticketing System to Remedy.
• Configuration and monitoring of AIE, Recon jobs, Blade Logic, CAMS Real/Virtual, SMS server Real/Virtual and Eracent jobs on daily basis.
• Supported the development of reconciliation and normalization rules to populate and maintain the CMDB.
• Setup production, UAT and Development environments on multi-tier architecture.
• Responsible for Remedy Production Support team to assist users and resolve the defects created by QA team in Test Director.

Sr. Remedy Developer & Administrator

Confidential, Plano, TX

Environment: Remedy ARS 7.1, ITSM 7.1 Suite, Change Management, Asset Management, SLA, Request Management, UNIX, Migrator, AR Utilities, AR Inside, AR Import, AR Source Control, API, Mid-Tier, CSS, OPAS, Web Services, XML, Siebel, Silver Back, Discovery Tools, Crystal Reports 11, CMDB 2.1.

Responsibilities:

• Customization of OPAS modules Incident, Problem, Change, Request, SLA, External integration, and Configuration Management.
• Design, implementation and post production maintenance with Remedy Atrium Configuration Management Database (CMDB).
• Server Administration tasks like backups, server restart, licensing, log files and access control.
• Excellent presentation skill and with experience in conducting ITSM functional workshops.
• Involved in project estimation & tracking, functional design, technical design, requirement gathering and client expectation management.
• Individually designed Change and Request schedules for yearly, monthly, bi-weekly, weekly, nth day and daily schedules.
• Setup production, UAT and Development environments on multi-tier architecture.
• Responsible for Remedy Production Support team to assist users and resolve the defects created by QA team in Test Director.
• Developed Training manual for Users and documented validation document.
• Ability to understand and assess functional requirements and develop or recommend technology solutions to meet business needs.
• Experience with implementation and management of Mid-Tier and web based reporting technologies related to Remedy.
• Conducted Unit testing, System Integration Testing, Performance Testing, User Acceptance testing and client-specific testing.

Sr. Remedy Developer & Administrator

Confidential, TULSA, OK

Environment: Remedy ARS 7.0, ITSM Suite, Change management, Asset Management, SLA, Crystal Reports 7.X/11.X, API, Reconciliation Engine, UNIX AIX, Atrium CMDB 2.0.

Responsibilities:

• Customization of the “Out of the Box” Change management, Asset Management and Incident/Problem Management application. This included populating/adding more Fields, Active Links, Filters, Escalations, Menus and CTI changes.
• Documented workflow processes and developed Visio diagrams to support desired requirements of Remedy.
• Created Users, Groups and performed administrator level activities such as setting user and group Permissions.
• Experience with custom Remedy workflow, forms, filters design and development to meet specified requirements.
• Created both composite and normal indexes to avoid the performance issues on data populating.
• Performed Remedy upgrades from ARS 5.1 to ARS 7.0
• Developed Training manual for Users and documented validation document.
• Assisted project manager in preparing time estimates and justification for assigned tasks.
• Server Administration tasks like backups, log files and access control.
• Scheduled Time for completing the project.
• Involved in project estimation, tracking and client expectation management.

Sr. Remedy Developer & Administrator

Confidential, Indianapolis, IN

Environment: Remedy ARS 6.3, Change management, Helpdesk, Migrator, Oracle 9.x, Business Objects, UNIX, Crystal Reports 7.X.

Responsibilities:

• Customization of the “Out of the Box” Change management application. This included populating/adding more Fields, Active Links, Filters, Escalations and Menus.
• Created customized Application “Employee Contact Management”.
• Individually designed and handled whole “Employee Contact Management” application.
• Extensively worked on data archiving project which archived the old data to increase database performance.
• Created Users, Groups and performed administrator level activities such as setting user and group Permissions.
• Developed workflows, customizes, implements and maintains applications on ARS Remedy platform independently.
• Trained the users in creating the reports from remedy.
• Server Administration tasks like backups, log files and access control.

Remedy Developer & Administrator

Confidential, Greensboro, NC

Environment: ARS 5.x using DB2, UNIX.

Responsibilities:

• Designed and Developed new applications.
• Performed Remedy upgrades from ARS 4.x to ARS 5.x
• Created forms, Views, Active Links, Filters, escalations and menus.
• Responsible for creation and maintaining of groups and permissions for users
• Involved in integration of Sales application with Help Desk.
• Involved in integration of PRQ application with Approval Server.
• Involved in migration of the definitions from the development to production server.
• Responsible for System test plan execution & user acceptance tests.
• Responsible for Remedy Production Support team to assist users.

Software Engineer/Developer

Confidential

Environment: COBOL, CICS, JCL and DB2, Test Director, Load Runner, Win Runner.

Responsibilities:

• Coding and reviewing others code.
• Preparation of High Level and Low Level specifications.
• Periodical reporting to the concerned Project Leader.