Remedy Developer / Administrator Resume
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Lansing, MI
SUMMARY:
- Results driven professional with expertise in AR System, Remedy, CMDB, and ITSM, my skills as a specialist add value to any company.
- Successfully lead critical projects; software integration, cost reduction initiatives (via workflow automation) while demonstrating good interpersonal skills and cross functional leadership skills.
- 7 years of experience as Remedy Developer and Administrator in Design, Development, Implementation and Administration of Remedy Action Request System (5.x, 6.x, 7.x and 8.x) and CMDB implementation and Integration on various Relational Database Management Systems (RDBMS)
- Experience in Development and Customization of industry best practice solutions for Help Desk, Asset Management, Incident Management, Change Management, Problem Management modules.
- Experience with CMDB 2.1 implementation and integration of Third party tools with BMC Atrium CMDB.
- Experience in configuring, maintaining and customizing Remedy Action Request System and BMC Remedy IT Service Management System 6.x,7.x and 8.x
- Experience in upgrading ITSM suite from 7.x to 8.x and 8.x to 9.x
- Good knowledge in Change management and configuration management processes
- Working Knowledge of CMDB 2.x, BMC Remedy Mid - Tier 7.x/8.x/9.x, AR System Email Engine 6.x/7.x/8.x, Web Services.
- Good Knowledge of ITIL Process and ITSM best practices.
- Worked on CMDB reconciliation of datasets and Discovery Tools.
- Experience in installing and upgrading several Remedy versions from 7.x to 8.x in various database environments like MS SQL server 2005, Oracle 9i/10g.
- Proficiency in developing applications in Remedy Action Request System (ARS) 6.x, 7.x and 8.x.
- Working knowledge of third party applications for integration with AR System.
- Assisted business users in the development of systems requirements and functional specifications.
- Assisted in the documentation and training needs of the Remedy user community.
- Configured Approval Engine on single or multiple approvals and E-Mail engine for outgoing and incoming mails.
PROFESSIONAL EXPERIENCE:
Confidential, Lansing, MI
Remedy Developer / Administrator
Responsibilities:
- Actively involved with the upgrade from 8.1 to 9.1 BMC Remedy ITSM System. Leading the team with this effort on a tight 4-month deadline.
- Examined
- Delivering high quality customizations to various business groups for an efficient ITIL process. This mainly involves automating tasks, fixing bottlenecks or enforcing certain business rules.
- Analyzing various integrations existing with the ITSM environment and ensuring smoother operations.
- Production support during normal business operations. Also, I act as a SME (subject matter expert) on the ITSM and AR System tools.
- Partner with various process owners in implementing solutions and navigating them through the initial growing pains on the tool.
- Streamlined the software release process to better communicate with the business users and smoothen transition into new features, functionalities etc.
- Perform as a technical resource to business users and development staff in items related to the code developed.
- Conducted various training programs to train business users in Smart Reporting.
- Worked on several hot button performance issues along with BMC engineers.
- Effective use of the Migrator tool to identify differences and move workflow from Development, Testing and to Production.
Remedy Developer / Administrator
Responsibilities:
- Liaison between BMC and Wellmark for various validation activities of the environment, break fixes, hotfixes, and making sure all the 3 environments are running up to the quality standards set in the contract.
- Lead status meetings, multiple assignments across different departments and facilitate smoother communication.
- Played a key role for the 9.1 upgrade from 8.1 ITSM.
- Spearheading automation activities for support group changes and organizational changes.
- Generated complex KPI reports via Smart Reporting to better asses the service management.
- Deployed new definitions for templates, SRDs, data via ARS Deployment Manager.
- Requirements gathering for various SRM requests. Creating new SRDs and deploying them to QA and Production.
- Extensively used Process designer to create SRM, Incident, and Change management processes.
- Training users to the new capabilities of Remedy 9 and the new reporting tool Smart Reporting.
- On call support for the ITSM environment and act as a resource for business partners and associates.
- Ensuring efficient workflow and documenting the effort and changes for robust application environment.
Remedy Developer
Responsibilities:
- Designed ticket flagging and relating functionality for the NOC incident application. This functionality helped bring down time for ticket flagging operation by 50%.
- Part of the team involved in transitioning applications in ITSM (8.1) to AR System (8.1). Initiative required integrating the legacy applications with the Enterprise (ARS).
- Extensively involved in maintaining and developing new webservices for the applications interfacing with Remedy.
- Customized the closure of tickets to the respective time zone of the ticket originator. Thisled to more accurate SLA metrics.
- Developed closure code tiers and the related functionalities for the Broadband tickets. This led to better classification of the problem solution.
- Developed auto-close and delayed closure option (Incident) for the Network engineers. This automated the closure process eliminated manual ticket closure.
- Involved in the design, development, and implementation of Service Request Definitions (SRD). Also, I estimate the level of effort for customizations, enhancements, and other configuration requests for business requirements.
- Built audit capability for several applications for better tracing changes in data and meeting compliance.
- Decommissioned legacy custom applications to enhance system performance.
- Implemented bug fixes in production and made recommendations to automate processes. Customer focused with the goal to automate processes and make life easier for the end user.
Remedy Developer
Responsibilities:
- Developed and implemented webservice to integrate Remedy system of SteakNShake with Bell Tech Remedy. This integration has helped automate a very laborious manual ticket creation by the Help Desk. This functionality has allowed around 600 tickets/ month to automate the entire life cycle of the ticket.
- Developing Integration for one of the big-ticket clients (P&G). I am involved with testing the proof of concept, and offering multiple solutions to address the integration.
- Studying the possibility of implementing an ITSM 8.1 version Help Desk solution for Bell Technologix.
- Production support, maintenance of our environment, remedy upgrades, and on call support.
Remedy Administrator/Developer
Responsibilities:
- Administer Remedy 7.6.x Action Request System and ITSM (Information Technology Service Management) suite applications and frameworks using ITIL methodologies.
- Designed and implemented up to user requirements, various enhancements for custom remedy applications. Delivered simple solutions to make user experience seamless and less painful.
- Played a key role in successful implementation of BMC ITSM Change Management (7.6.04) module.
- Management consultant skilled at implementing ITIL-based processes with individuals of varying levels of sophistication and seniority.
- Perform day-to-day production support activities, troubleshooting and responsible for maintaining Remedy ITSM / ARS Server. My position is dedicated to monitoring and second-line support of U.S. Cellular's wide Remedy Applications, and providing initial systems response to reports of service degradations or outages.
- Brought down the turnaround times for Incidents and BAU by almost 50%. I have teamed up with Help Desk at faster resolution to customer issues. I also interface with them when there is Knowledge gap between the customers. Several break fixes put in place to reduce tickets and improve customer experience.
- Generating Cyrstal Reports for our customers or enhancing the ones already existing.
- Awarded 2 Dynamic Deeds by customers, 1 Certificate of Excellence by the Director National Network Engineering for exemplary service.
- Successfully loaded foundation data into ITSM 7.x with the help of Data Management Tool.
AR System Administrator
Responsibilities:
- Developed and created various forms, Menus, Active Links, Filters, escalations and menus to enhance the functionality.
- Gather and draft requirement documents, assist in designing upgrades and changes to system and test functionality.
- Manage system access, and train/support users, to include application, configuration and monitoring requests from customers. Responsible for system checks and maintaining services of Remedy.