PROFESSIONAL SUMMARY

• Having 9 years of working experience with analysis, design, development, testing, and implementation of various business applications under the following software product environments.
• Hands-on experience in the customization and administration of Service Now ITSM tool, ITSM: Workflows, Validation rules and Approval processes
• BMC Remedy ARS 7.x, 6.x, 5.x, 4.x , Oracle 8i/9i/11g , on various operating systems and hardware environments including windows and unix.
• Solid experience in ITSM Suite 7.6.3/6.x , Service Request Management SRM 7.6/2.2/2.1 and SLM in Unix and Windows environments, Remedy Migrator 4.x/5.x/6.x, Master AR Suite, Remedy Developer Plus.
• Extensive experience in Business process analysis, requirement analysis, Use-Case analysis within Service Desk Incident and Problem management , Change management, Change Management,Asset Management , Service Level Management and Service Request Management.
• Proficient in Analysis, design, development, testing and implementation of business and commercial applications.
• Work closely with Program/Project Management, providing inputs during project planning resource requirements, development estimates, etc. and throughout the course of the development to ensure business objectives are met.
• Supported the analysis of business requirements by utilizing knowledge of one or more business areas and platforms/applications for the portfolio supported.
• Extensively worked with ITSM process teams to ensure that proposed design meets requirements and enterprise quality standards.
• Reviews supporting business case throughout the course of delivery to ensure that business case objectives are met, and escalates where necessary with Program/Project Management, as appropriate.
• Excellent writing skills in preparing Business requirements documents BRDs , System requirements specifications SRS , System design specifications SDS , functional specifications and defining project plans.
• Experienced in organizing Joint Requirement Planning JRP , Joint Application developments JAD and Rapid Application Development RAD sessions with IT groups.
• Highly experienced in analysis of client's current environment and situation to improve their business process and productivity in the ITSM areas such as Incident management, Problem management, Change Management, Asset Management and SRM.
• Develop custom solutions within remedy/ITSM software to complement the solutions provided to the client.
• Designed flashboards for HD module for providing dynamic data.
• Gathered and conducted requirement analysis, Business analysis, Use-Case analysis, change management and configuration management.
• Excellent Experience with Master AR suite, Master documenter, Analyzer, AR Utilities and Log Analyzer.
• Excellent experience in developing Customized Applications in Action Request System 3. 4. X, 5.0.1, 5.1.2, 6.0.1, 6.0.3, 6.3 and 7.6 as per the user requirements.
• Good experience and knowledge in designing, configuring and Implement Remedy workflow objects such as Active links, Filters, Escalations and Menus according to predefined business rules.
• Excellent experience in developing and customization of Service Desk/Help Desk, Asset Management, Change Management, Flashboards and Service Level Agreement SLA modules for Remedy IT service management 6.x/7.6.3.
• Good knowledge on BMC Atrium CMDB 2.x/7.6 and on the industry best practices of the information technology services and its IT Infrastructure Library ITIL framework.
• Creating reports using latest reporting tools like Seagate Crystal Report 8.5/X
• Developed test plans, including identification of test scenarios/cases.
• Coordinated test phases in conjunction with Testing Quality Assurance resources .
• Experience in design, development, testing and implementation of various intranet, internet and client-server applications with ASP.NET 3.5/3.0/2.0/1.0, C .Net, ADO.NET, XML/XSLT, HTML/DHTML, CSS, AJAX, JavaScript, Crystal Reports, IIS, SQL server 2008/2005/2000, Visual Studio 2008/2005 environment.
• Expertise in developing the custom web parts using SharePoint object model and the custom Sequential and State Machine Workflows with InfoPath forms and Visual Studio 2005/2008.
• Strong database design and development experience in Oracle, SQL Server 2008/2005/2000. Expertise in developing Stored Procedures, Functions and Transact SQL statements.
• Good ability to write technical documentation, create Cross Functional, Work Flows, Charts Graphs Visio Diagrams and conduct presentations and training.

Technical Skills:

• Remedy Tools :BMC Remedy ARS 7.6.4/6.x/5.x/4/x, Service Desk 7.6.4/6.x/5.x/4.x,Service
• RequestManagement 2.1/2.2/7.6,Change Management 7.6.3/6.x/5.x/4.x, Remedy Asset Management 7.6.3/6.x/5.x/4.x, Service Level Agreement 7.6, Mid-Tier, DSO, Remedy Migrator 7.x/5.x, BMC Atrium CMDB 7.6/2.x, Remedy Approval Engine, Email Interface, Visio, Web logic server, Apache Tomcat.
• Languages : HTML, DHTML, XML, SQL, PL/SQL, CGI/Perl, C .
• Databases : Oracle 8.x/9i, MS SQL Server 7.0/2000/2005, MS Access
• Operating Systems : MS-DOS 6.x, WINDOWS 95/98/2000/NT/2003, LINUX.
• Office tools : MS Office 97/2000/2003, WordPerfect, Visio
• Reporting Tool : Seagate Crystal Reports 8.0/8.5, Business Objects Crystal Reports XI
• SharePoint Technologies :Microsoft Office SharePoint Server 2010/07, SharePoint Portal Server 2003, Windows SharePoint Services 3.0/2.0, Microsoft Office SharePoint Designer 2010/07.
• Microsoft Technologies :ASP.NET 3.0/2.0 /1.1, ADO.Net,C .Net,.NetFrameWork4.0,3.5/2.0/1.1, WCF, MVC4.0/3.0/1.0, WWF.
• Web Technologies :CSS3.0/2.0, Java Script, JQuery, HTML, DHTML, XML, AJAX, Web Services, Dream Viewer CS5/CS4.

PROFESSIONAL EXPERIENCE

Confidential

Sr.Remedy /ServiceNowDeveloper/Administrator

Responsibilities:

• Installed and configured ARS 7.6.4, Asset Management 7.6.4, Service Desk i.e. Incident
• Management Problem Management , Change Management 7.6.4, Service Level Management 7.6.4 on Windows/SQL Server environment.
• Maintain a technical relationship with BMC Remedy and its support partners with regards to requesting enhancements, license management, reporting and tracking bugs, and planning upgrades.
• Participate in weekly business process meetings and provide guidance from technical and
• Operations standpoint.
• Working in the ITSM Team as a Service Now Consultant functioning.
• Experience with the Service Now customization activities with the apps Incidents, Problems, Change and Service Catalog.
• Experience with the various components of Service Now: User interface, Navigation, Searching and various roles such as IT user, end user and administrator.
• Working with links, forms, lists and customization of in-built applications of Service Now.
• Implementation of system configurations Home pages, ESS Portal and personalization's within the Service now.
• Improved the performance of the application by removing the repetitive workflow and adding indexes on fields which are used commonly, and made configuration changes.
• Used BMC Remedy Migrator to move the modified/newly developed forms and workflows in between the environments.
• Responsible for supporting and Developing various custom built ARS applications and for making modifications and enhancements to the existing system
• Experience with Web Services in publishing and consuming.
• Responsible for creating forms, Views and designed new workflow using Active links, Filters, Menus and Escalations

Confidential

Sr.Remedy Developer

Responsibilities:

• Installed and configured ARS 7.5, Asset Management 7.5, Service Desk 7.5 i.e. Incident Management Problem Management , Change Management 7.5, Service Level Management 7.5, Service Request Management 2.1 and CMDB 2.1 on Windows/SQL Server environment.
• Experience in implementing, using, modifying and supporting BMC's ITSM suite.
• Experience with SRM Service Request Management , CMDB Reconciliation and AIE Atrium Integration Engine .
• Collaborated with organization wide team leads to fine-tune existing foundation data elements. This step is an important precursor for the client to start contemplating about Remedy 7.x upgrade.
• Designed and developed various new Service Request Processes using Advanced Interface Forms in the SRM 2.x environment.
• Maintain a technical relationship with BMC Remedy and its support partners with regards to requesting enhancements, license management, reporting and tracking bugs, and planning upgrades.
• Participate in weekly business process meetings and provide guidance from technical and operations standpoint.
• Added Business Value through recommendations and proposing solutions to optimize some of the key business processes.
• Extensive Knowledge Transfer to internal staff about ITSM applications and best coding standards in Remedy.

Environment: Windows Server 2003, SRM 2.x, MS-SQL Server 2005, BMC Remedy 7.5 ITSM

Confidential

Sr.Remedy Consultant

Responsibilities:

• Understand the ITSM business requirements provided by Solution Architects and convert them into technical specifications. Involved in Installing and Configuring ITSM 7.6
• Provided Business IT Service Management strategic roadmap for implementation utilizing best practices of ITIL/ITSM framework.
• Worked as a strategic partner between the business community and ITSM development teams to resolve functional and technical issues related to business applications, to troubleshoot data or transaction issues, and to review opportunities to leverage new functionality.
• Identified the gaps between the current deployment of applications and future requirements that have evolved due to organizational growth, changes, or strategy. Translate business requirements into system definitions and solutions.
• Provide the feasibility study on out of the box SRM solution and required customizations to meet the business requirements.
• Customization of SRM according to the client's requirements and Configure with respect to backend applications i.e Incident and Change Management.
• Interact with BMC and internal teams to help solve critical issues..
• Identified the Test requirements based on Application functional requirements, participated in Test Plan Preparation.
• Authored various UML diagrams such as Use Cases and activity diagrams using MS Visio and defined the Data Flow Diagrams DFD .
• Coordinated/Assisted in different testing such as User Acceptance Testing UAT , system testing, integration testing and functional testing.
• Authored test plans, test cases for various test scenarios and helped testing team to better understand the scripts, and live environment constraints.
• Used Mercury Quality Center to manage defects and issues log during the testing phase

Environment: Remedy ARS 7.6, ITSM 7.6 Incident and Problem management 7.6, SRM 2.x/7.6, Change Management 7.6, Asset Management 7.6,SLM 7.6,BMC Analytics, Remedy Import, Windows 2003/XP,Oracle 11i/R2

Confidential

Role : Remedy Business Analyst/Administrator

Responsibilities:

• Continuous Implementation of Service Desk Incident Problem Management , Service Request Management, Change and Asset management and CMDB tools to better align with ITIL.
• Performed current assessment of IT environment and implemented ITIL/ITSM framework to deliver best practices and industry standards for service delivery began project with ITIL/ITSM Service Strategy, Service Design and Service Transition phases creating and documenting end-to-end process flow.
• Implemented multiple ITSM modules: Incident, Change, Service Request, Asset, Configuration, Knowledge, Problem, Release, Capacity, Availability, and Service Level Management
• Gathering the business requirements and analysis for new implementations
• Conducted use case workshops and analysis of feasible future enhancements
• Upgraded current ARSytem server and ITSM suite from 6.03 to 7.1 P2
• Design, development, customization and administration of Remedy-based systems that align with SRM, Incident, Problem, Change and Configuration Management.
• Established support processes including the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records in Service Desk.
• Installed and configured all Remedy ITSM 7.x applications which includes SRM 2.1 and upgraded to 7.6 application.
• Integrated ITSM
• Peoplesoft database for CTM: People updates
• Integrated SRM with LDAP services for authenticating with remedy people information.
• Participate in discussions with multiple business units to ensure Service Desk CMDB contents and structures are aligned with other corporate processes and best practices.
• Created forms, Views, Active Links, Filters, escalations and menus Work Flow Objects .
• Developing and enhancing Remedy ITSM existing workflows.
• Designed and Developed new modules using Remedy ARS 6.x/5.x
• Designed the completion of activities such as Infrastructure ITSM Best Practice Incident, Problem, Change Control, Release Management and operations acceptance to ensure success delivery of services to SOA
• Performed Remedy upgrades from ARS 5.1.2 to ARS 6.0
• Involved in enhancement of existing modules and installation of Remedy Email Engine using ARS 5.01
• Involved in migration of definitions and data using Remedy Migrator 5 and import and export tools
• Involved in Customization of Change Management and Service Desk.
• Extensively performed Administration of AR Server and Production Support.
• Responsible for creation and maintaining of groups and permissions for users.
• Responsible for license issuance and tracking
• Used Remedy Import and Export for Migration of data.
• Involved in migration of the definitions from the development to production server Migratory .
• Wrote queries to verify the system functionality and provided the users with the needed data and information during operational phase.
• Drafted test strategies and test plans to verify accuracy of the functionality, security, fault- tolerance, performance and successful system integration.
• Configured the helpdesk application using configuration manager.
• Complete Installation of Remedy Action Request System 5.x, the complete Remedy Strategic Suite 5.x including Help Desk, Change Management and Asset Management , Remedy Migrator and Flashboards 2.0 on Oracle database.
• Integrated and mapped the external databases to Remedy Applications using View form and Vendor Form - new features of Remedy 5.0
• Assisted in documenting User Manual and facilitate UAT and provide follow up to resolve the issues.
• Coordinated with the QA Team for the sign-off process before deployment and assisted the Project Manager on creating the Lessons learned document

Environment: Remedy 7.x/6.x/5.x, Service Desk 7.x/6.x/5.x,SRM 2.1/2.2, Change Management 7.x/6.x/5.x, Asset Management 7.x/6.x running on Windows2003, Visio, and Oracle 9i/10g R2 database. Remedy ARS 4.5.2/5.x, Help Desk

Confidential

Jr. Remedy Developer and Admin.

Responsibilities:

• Order Management Provisioning of telecom services is implemented using Eftia OSS Solutions Inc.'s products - Master Scribe Trans-Scribe. Master Scribe consists of a-Scribe, d-Scribe, n-scribe and pre-Scribe for Order Entry, Circuit Asset Inventory Management, Number Tracking and Maintenance respectively these modules are Customized, Developed, Tested and Implemented for CTC requirements
• Involved in Designing and Development of Remedy schemas using Active Links, Filters, Menus and Escalations
• Responsible for modifications and enhancement of the existing system
• Used Remedy Import and Export for Migration of data
• Responsible for maintaining Groups and Permissions
• Responsible for System test plan execution user acceptance test
• Responsible for Remedy Production Support team to assist users
• Developed Reports using Crystal Reports