SUMMARY:

• Experienced Remedy Developer/Administrator with over 9 years of experience handling all phases of application development using ARS Remedy and SQL databases
• Experienced in Remedy ITSM suite : Incident, Problem, Change , Asset, SLA and other modules including developing custom applications and integrations
• Experience in configuring / maintaining / customizing ITSM 6.x / 7.6X/ 8.1.x/ 9.1.x
• Experienced in other tools like BMC Smart Reporting, Business Objects , TM Art, BPM, Oracle and MS SQL
• BMC Remedy AR System 7.5: Foundation - Part 2 certified
• Certifications in ITIL V3, ITIL Intermediate: Service Operations and Sun Certified Java Programmer (SJCP) v1.4
• Extensive knowledge of Remedy workflow such as Remedy Forms, Active Links, Filters, Active Link and Filter Guides and Escalations
• Experience in upgrading ITSM suite from 7.6.03 to 7.6.04, 8.1.03 to 9.1.03
• Extensive experience in operations and performed various activities like modifications to ITSM foundation data, production code release and led/supported day today work
• Experience in performance tuning of Remedy environments, remedy server side support, log analysis, fixing product defects and liaising with the vendor for fixes
• Good knowledge using and maintaining Service Now / SNOW environment
• Experienced in work processes, defining compliance standards and documenting Standard Operating procedures for the work environment
• Expertise in using Remedy tools and utilities such as Remedy Developer studio, Import, User tool
• Worked on multiple OS platforms including Windows and UNIX.
• Good Knowledge in Java, JDBC, Java Scripting and HTML.
• Experienced in design, implementation and continuous improvement of processes related to service operations life cycle
• Excellent written and verbal communication skills, presentation and problem solving skills
• Good team player with extraordinary problem solving and trouble-shooting capabilities

TECHNICAL SKILLS:

BMC/Remedy Tools : BMC Remedy ARS 9.1.x/8.1.x/7.6.x/6.x, ITSM 9.1.x/8.1.x/7.6.x, SRM 9.x/8.x, RKM, Dev studio

9.x/8.x/7.x, BMC Analytics, BMC Dashboards, BMC Performance Manager(BPM):

Programming Languages : Java, C

Operating systems : Windows (98, XP, Vista, 7, 8), Unix

Web Technologies : HTML, JavaScript

Databases : SQL Server 2008/2012, Oracle 9i/11g, My SQL

Web Servers : Apache Tomcat 7.x

IDE : Eclipse

Others : MS-Office Suite, Business Objects, Liferay Portal, ServiceNow

PROFESSIONAL EXPERIENCE:

Confidential

Remedy Developer/Administrator

RESPONSIBILITIES:

• Developed, installed and maintained applications in Remedy Action Request System (9.1.x, 8.1.x, 7.6.x)
• Created new applications using AR Forms and workflow objects
• Performed Customizations in the BMC Remedy IT Service Management (ITSM) Application
• Managed modifications to ITSM foundation data
• Worked on a Java API integration and Web services to integrate Remedy with ESB/Tibco tool
• Working on Implementation of Smart IT
• Worked on Incident Management
• Involved in Release Management of new enhancements and code fixes to production environment
• ITSM Application Issue Management and resolutions of same
• Gathered requirements from various business groups/users and converted them to functional specifications
• Documented Project artifacts for maintenance and house keeping
• Evaluated existing work processes and defined compliance standards
• Led performance initiatives and reviews for the existing system
• Risk and Issues coordination with internal and external customers

Environment: Remedy ARS 9.x, Remedy Dev studio, Remedy Import 9.x, Remedy Helpdesk Application 9.x, BMC CMDB, SRM 9.x, Java, Windows 7, Oracle 11g R4

Unisys Remedy Developer/Administrator/Operations Lead

RESPONSIBILITIES:

• Single Point of Contact for operational issues, served as a focal point to communicate and resolve issues
• Conducted regular meetings to address all relevant/outstanding issues
• Provided regular project status reports
• Created the Standard Operations Procedure(SOPs) document
• Facilitated problem solving and collaboration across multiple infrastructure teams
• Upgraded tomcat web server for production
• Organized and documented findings of environment shortcomings and prepared recommendations for implementation of new procedures and systems
• Liaised with product team to further improve performance of the tools
• Provided continuous service improvement based on an ongoing process assessment.
• Created new processes for operational improvements

Environment: Remedy ARS 7.6x/8.x, Remedy Dev studio, Remedy Import 7.x/8.x, Remedy Helpdesk Application 7.6x/8.x, BMC CMDB, SRM 8.x, Java, Windows 7, MS SQL Server 2008/2012

BMC Software Remedy Developer/Administrator

RESPONSIBILITIES:

• Customized Forms, Active links, Filters, Escalations and other workflow objects.
• Developed code for Remedy Java integration
• Configured ITSM Foundation Data
• Monitored Server health and deployed applications
• BMC monitoring tools Issue investigation and resolution
• Set up/modify and deletion of monitoring scripts in TM Art
• Addition/deletion/modification of CIs, setup profiles for monitoring in BPM
• Monitored events, created/deleted/tweaked policies in BEM

Environment: Remedy ARS 7.6.0x, Remedy Dev studio, Remedy Import 7.x, Remedy Helpdesk Application 7.6x, BMC CMDB, SRM 2.2, BMC TM Art v3.9, BMC BPM 2.8.00, BMC BEM, Java, Windows, MS SQL Server 2005/2008

DELL/Perot Systems Remedy Administrator

RESPONSIBILITIES:

• Worked on ITSM 5.5 and ARS 6.3
• Involved in User tool administration of the customized remedy application
• Solved issues related to user provisioning, approvals, notifications etc.
• Analysis and troubleshooting of Remedy issues
• Worked on Server Monitoring
• Report development using Business Objects

Environment: Remedy ARS 6.x, Remedy Admin Tool, Remedy Import 6.x, Unix, Windows, MS SQL Server 2005

Java developer

• Designed and developed a Library management tool
• System architecture is a two-tier client-server.
• Front end uses html, javascript and data store uses oracle.
• The system records and maintains library data and required functionalities

Environment: Java, Javascript, HTML, JDBC, Oracle