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Support Engineer, Resume

UsA

SUMMARY

  • Around 5 years of experience in software industry in implementation and administration on IT Service Management,
  • Enterprise Asset Management and Discovery tools (Confidential TIVOLI Products) along with the concepts of ITIL V3 and good understanding on Customization.

FUNCTIONAL EXPERTISE

  • Implementation experience in Asset Management for IT, Service Management and Change Management and Involved in the area of Design / Release Cycles / Production Cycle of Implementation.
  • Experience in Implementation of SCCD,TSRM,TAMIT,CCMDB AND TADDM
  • Configuring workflows
  • Integrations and data loading using MIF
  • Data Migration using Migration Manager
  • Building Cluster environment

TECHNICAL SKILLS

  • ITAM and ITSM Tools: TSRM 7.1, TAMIT 7.1, CCMDB, Maximo 6x,Remedy
  • Monitoring tool ITM 6.1,I3
  • Discovery tool TADDM 7.1.2.
  • Languages Java, XML, PL/SQL, HTML
  • Operating Systems Windows (2000, XP (Prof), 2003 Server),
  • Databases Oracle9i/10g, MS SQL Server 2000, DB2
  • Application Server Websphere 6.1, Web logic 8.1
  • Other Tools Microsoft Visual Source Safe (VSS), TOAD.

PROFESSIONAL EXPERIENCE

Support Engineer

Confidential

Responsibilities:

  • Troubleshooting the problems arises during the running of database.
  • Tuning the performance of database.
  • If any error occurs during storage or replication of data, it is to be analyzed and then solution is Provided, error related to database is reported from alert log file and from their respective trace files

Environment: Windows 2000/xp, Oracle 9i

Technical Consultant,

Responsibilities:

  • Creating the Business Applications using TADDM
  • Running the discovery on the scopes
  • Involved in implementing Tivoli Change and Configuration Management Database, Tivoli Service Request Manager and Tivoli Application Dependency Discovery Manger
  • Provide support

Environment: Windows2000 SERVER, TADDM, MAXIMO 7.1.

Functional consultant,

Confidential, USA

Responsibilities:

  • Co-coordinating with Onsite lead for the requirements.
  • Designing workflows for change management.
  • Executing the changes in existing SR, Incident and Problem workflow.
  • Asset and Location data uploading using Integration Frame work module.
  • Building Escalation and communication template for proper communication.
  • Giving Demos to Client.
  • Preparing User Manuals.

Environment: Windows2000 SERVER, TADDM, MAXIMO 7.1.

Software Engineer,

Responsibilities:

  • SPOC for support.
  • Modifying the workflow as per the Improvements in the business logic.
  • Design Actuate reports as par the requirement.
  • Enhancing the start centers for different profiles for better information display and ease of use.
  • Created SOPs for end users.
  • Trained newly introduced users to the system.

Techno functional Consultant

Confidential, U.S

Responsibilities:

  • Creating the Business Applications using TADDM
  • Running the discovery on the scopes
  • Involved in implementing Tivoli Asset Management for IT, Tivoli Service Request Manager and Tivoli Application Dependency Discovery Manger

Environment: Windows2000 SERVER, TADDM, TSRM 7.1, CCMDB

Techno functional Consultant

Confidential, US

Responsibilities:

  • Installation and Implementation of CCMDB
  • Installation of TSRM and TAMIT
  • Integration between CCMDB and TADDM using Integration Composer
  • Workflow Designing
  • Data migration using Integration Framework

Environment: CCMDB 7.1.1.4, TSRM v7.1, TAMIT v7.1, TADDM v7.2, ITIC 7.1.1.4, DB2 9.5, Web Sphere 6.0 and BIRT Report

Techno functional Consultant,

Confidential,

Responsibilities:

  • Understanding existing Service Desk processes for Service, Incident and Problem management.
  • Gathering of requirement and analysis at client site.
  • Installation of TSRM, CCMDB and TADDM.
  • Applying Fix pack for TSRM and CCMDB (Base Service).
  • Configuring client’s environment and maintaining master data configuration.
  • Configuring E-mail Listener.
  • Responsible for the data collection and data uploading by the use of Integration Framework module.
  • Applying Service Level Agreements to ensure timely resolution of problems and restoring services in a timely manner.
  • Designing of workflows for Service request, Incident and Problem.
  • Building Escalation and communication template for proper communication.
  • Configuring TADDM, creation of scope, access list and executing discovery.
  • Executing Mapping for moving TADDM data into CCMDB using ITIC.
  • Migration of Development environment to Production environment.

Environment: CCMDB 7.1.1.4, TSRM v7.1, TADDM v7.1.2, ITIC 7.1.1.4, DB2 9.5 and Web Sphere 6.0

Techno functional Consultant,

Confidential,

Responsibilities:

  • Design, develop, test, implement, and maintain Maximo IT Service Management and IT Asset Management solutions and workflow enhancements in a wide variety of customer environments.
  • Take an active role in full software development cycle.
  • Research and formally document user requirements, outline design, develop program specifications, code, perform unit testing, prepare system documentation and implement new or revised applications.
  • Design integrated solutions and communicate those solutions through documentation, demonstrations and presentations
  • Performed System Upgrades from 7.1.1.5 to 7.1.1.6 then 7.2. and deployed WAS Fix-packs to troubleshoot JVM performance issues in a clustered environment.
  • Developed and Maintained documentation for Implementations.
  • Involved in Providing performance improvements and recommendations for several end-user clients experiencing system crashes, slow response, and application issues.
  • Provided Maximo system support; by managing system availability, making enhancements to accommodate evolving business processes.
  • Participated in Planning for increasing capacity for additional users and organizations.
  • Involved in Configuration and Administration of WAS. Configured Integration Interfaces. Established and managed JMS queues and Endpoints.
  • Configure and setup IF/MEA following the SOA directive. Designed Integrations with ERP systems as well as Legacy Systems as per client's architecture designs.
  • Created a detailed implementation plan identifying methodology for Integration either scripting or manual data import approach from identified data sources.
  • Involved in Performing Batch loads using ITIC and TADDM. Created Classification hierarchies of assets. Assisted in structuring Maximo asset/location hierarchies, job plans, preventive maintenance, failure codes and work management practices.
  • Developed mapping, transforming instances from the TADDM data source to the target Maximo database in CCMDB while ensuring accuracy of the data.

Environment: CCMDB 7.1.1.4, TSRM v7.1, TADDM v7.1.2, ITIC 7.1.1.4, DB2 9.5 and Web Sphere 6.0

Techno functional Consultant,

Confidential,

Responsibilities:

  • Implementation of Tivoli Service Request Manager and Confidential TAMIT
  • Develop suggestions for how to best execute on assigned task and communicates those with manager/technical lead.
  • Working with various levels of technical and business oriented individuals
  • Develop clear and concise written documents that are accurate in technical content.
  • Research options and make appropriate recommendations for solving technical and non-technical problems within associated assigned tasks.
  • Tweaked WebLogic/WebSphere to minimize MEA/MIF transactional failures in order to reduce simultaneous errors generated in the JMS Queues which cause 'Server Out of Memory' errors that crash the application server
  • Carrying out Maximo data migrations
  • Troubleshooting Maximo faults in installation and migration
  • Customizing Maximo applications, fields, screens, and database using built-in tools
  • Configuring Maximo using built in tools
  • Carrying out Maximo upgrades
  • Provide production outage incident reviews, administration of ITSM based work orders and tickets, and reporting of application availability metrics on a weekly basis.
  • Supported Maximo in a Clustered environment. Running Several JVMs in WAS 6.2 with Oracle 10g/11g
  • Performed a System Upgrade. Maximo 6.2 to 7.1/7.5, by migrating data directly into where there is a need/opportunity for significant restructuring and cleaning of legacy Maximo data before moving to the new version.
  • Support IT Service Management operations using Maximo Service Management software.

Environment: MAXIMO 7.1.17, CALIBRATION 7.1.2,ORACLE 10G, WEBLOGIC 9

Techno functional Consultant,

Confidential,

Responsibilities:

  • Installation and Configuration of Maximo 7117
  • Preparing Maximo 6 to upgrade
  • Applying FIX
  • Bug Fix
  • Data Migration using Migration Manager
  • Creating Queues for data Uploading
  • L3 Support

Environment: MAXIMO 6.1.2,MAXIMO 7.1.1.8,Maximo Everyplace Oracle 9, WEBLOGIC & Websphere6.0

Techno functional Consultant

Responsibilities:

  • Installation and Configuration of ECMDB 7.2
  • Preparing ECMDB,CMDB to upgrade
  • Applying FIX
  • Bug Fix
  • L3 Support

Environment: AIX, WINDOWS ECMDB 7.2

Administrator

Responsibilities:

  • Updating CIs
  • Validation CIS
  • Building CI relationships
  • Support Configuration Managers

Environment: AIX, BMC Remedy 7.5

Administrator

Responsibilities:

  • Administering I3 tool
  • Creating new Environment for Sybase instance if required
  • Deploying agents
  • Managing Agents
  • Start & Stop the I3 application.

Environment: Linux, Precise I3, Sybase.

Transition Focal,

Confidential,

Responsibilities:

  • Interacting with Client and Transition team on KT schedules
  • Prepare and review KT trackers
  • Prepare and review process and procedure documents
  • Collecting Entitlements from client

Data Architect

Responsibilities:

  • Troubleshoot problems causing system downtime/performance. Also monitor server activities.
  • Adding and modifying users and granting access to SCCD System functionality
  • Communicating (translating) SCCD System User issues and requests to appropriate IT support area; communicating and implementing solutions
  • Supporting SCCD System
  • Identifying and communicating SCCD System defects to vendor and/or IT
  • Creating and modifying work calendars and adjusting time periods (shifts)
  • Making basic modifications to SCCD System screens using a screen editor
  • Archiving and restoring data
  • Monitoring SCCD System performance
  • Troubleshooting and resolving technical problems
  • Act as a liaison between vendor and SCCD System Users for issue resolution
  • Interacting with Impact team on Data Migration
  • Integrating with Sametime
  • Screen Customization and data loading
  • Email Listener Configuration

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