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Itsm Administrator Resume

SUMMARY:

I have a master degree in Computer Applications(MCA) with 8 years of IT experience in ServiceNow, BMC Remedy ITSM and Remedy Custom application development. Worked with fortune 500 companies like Confidential, my role included development, administration, testing and support in the lifecycle of software development in a team - based environment.

TECHNOLOGIES:

ServiceNow(Development and Support): ServiceNow ITSM Modules ServiceNow Development ServiceNow Administration and Support (Service Catalog configuration and workflow design/implementation, Incident Management, Problem Management, Change Management, Knowledge Management, Access management(RITM), LDAP, Personalizing Forms, Personalizing Lists, scripting, Create update sets, Move update sets between instances, ICM changes, testing)

BMC Remedy (Development and Support Version 8.1): BMC Remedy AR System 5.12/6.3/7.1/ 7.6/8.1 BMC Remedy Migrator, Remedy Mid-Tier. BMC Remedy ITSM Suite 7.1, Incident Management, Asset Management, Problem Management, Change Management, Knowledge Management, Service Level Management, CMDB( AIE(Atrium Integration Engine). xMatters

Remedy Upgrade experience: From Remedy 6.3 to Remedy 7.1, From 7.6.4 to 8.1

Testing Tool: HP Quality Center 10.0 and 11

CRM Tools: Kana CRM, Clarify

Database: Oracle 9i, Oracle 10G

Operating Systems: Windows 2008, 2003, 2000, XP, Unix Sun Solaris 5.9

Tools: / Others Toad, Regulus, Clarify, SQL, PL/SQL

AREAS OF INTEREST:

  • Development in ServiceNow and BMC Remedy
  • System Administration(ServiceNow, BMC Remedy)
  • Expertise in ServiceNow and BMC Remedy IT Service Management tool with my involvement in requirement, design, development, Implementation and support process.
  • IT Service Management(ITSM / ITIL).
  • Hands-on experience leading all stages of system development efforts including requirement, design, architecture, testing and support.

PROFESSIONAL EXPERIENCE:

Confidential

ITSM Administrator

Technology: BMC Remedy 8.1, BMC remedy 7.6.04, WebServices, SQL, LDAP, HP Quality Center, xMatters

Responsibilities:

  • BMC Remedy ITSM Module administration.
  • Development of customer configuration
  • Development of WebServices to meet the business need and integrations with other organizations.
  • Custom Remedy workflows, forms, reports and filters design and development to meet specified Requirements
  • Routine Support activities, check for execution of daily jobs, Deploy Patches, etc.
  • Maintain User accounts, Licenses and perform other administration and configuration tasks
  • Migration of changes through the environment(DEV,QA,PROD)
  • Work on various Remedy enhancements as per Client requirements
  • Configuration of Approval Mappings on approval servers, Define and modify Service Level Agreements
  • Customer / vendor meetings and Reporting’s
  • Provide User trainings
  • Onsite / offshore coordination
  • Testing with customer and business.

Confidential, Indianapolis, Indiana

ITSM Administrator

Technology: ServiceNow ITSM tool, Java Scripts, SQL, LDAP, HP Quality Center

Responsibilities:

  • ServiceNow ITSM module administration.
  • Service Catalog creation, configuration and deployment in production environment
  • ServiceNow System Administration
  • Day to day support activities for Incident Management, Problem Management, Change Management, Knowledge Management, CMDB
  • Workflow design and implementation
  • Work on various ServiceNow customization, enhancements as per Client requirements
  • Access request Management(RITM)
  • Bug Fixing, enhancements and implement custom code to meet unique requirements
  • Gather business requirements and implement solutions in ServiceNow.
  • Data Loading/Manipulation/Maintenance and Application Troubleshooting
  • Create and move update sets to different ServiceNow instances(QA,PROD).
  • ServiceNow report creation for business units as per the customer requirements.
  • Testing of different integration and changes to ServiceNow instances.
  • Onsite /offshore coordination, work assignment and customer management
  • Creation of technical documentation, SOP’s, training documentation and Implementation documentation.
  • Customer / vendor meetings and WSR/MSR reporting.

Confidential

ITSM Administrator

Technology: BMC Remedy ITSM Suite 7.1 and 7.6, Remedy AR System 7.1 and 7.6, Unix Shell Scripts, SQL and PL/SQL

Responsibilities:

  • Remedy Server Administration .
  • BMC Remedy ITSM Module administration .
  • Routine Support activities, check for execution of daily jobs, Deploy Patches, etc.
  • Work on various Remedy enhancements as per Client requirements
  • Work on Configuration related changes such as addition of New Departments, Location etc.
  • Configuration of Approval Mappings on approval servers, Define and modify Service Level Agreements
  • Customer / vendor meetings and Reporting’s
  • Provide User trainings

Confidential

Technology: Remedy AR System 5.1.2, 6.3,7.1, Unix Shell Scripts, SQL and PL/SQL

Team member

Responsibilities:

  • Requirement analysis for BMC Remedy custom developed applications
  • Routine Support activity for custom developed applications.
  • Bug Fixing & enhancements
  • Remedy Application administration and offshore-onsite co-ordination.
  • Weekly Status call with the Client.

Confidential

Technology: Remedy AR System 5.1.2, 6.3,7.1, Unix Shell Scripts, SQL and PL/SQL

Team member

Responsibilities:

  • Requirement analysis for BMC Remedy custom developed applications
  • Routine Support activity for custom developed applications.
  • Bug Fixing & enhancements
  • Remedy Application administration and offshore-onsite co-ordination.
  • Weekly Status call with the Client.

Confidential

Team member

Responsibilities:

  • Development of application module using Remedy 6.3 Form and workflow objects
  • Requirements gathering and analysis.
  • Development of new module, Bug Fixing & enhancements.
  • Software License monitoring & License Procurement.

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