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Sr. Remedy Developer/admin Resume

Atlanta, GA

SUMMARY

  • Senior Remedy Consultant having around 8 years of hands - on expertise in the design, development, implementation, and administration of information technology applications using Remedy Action Request System and Relational Database Management Systems.
  • Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.
  • Excellent communication, organizational, time management and support skills.
  • Experience in configuring the Helpdesk, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB
  • Expertise in using Remedy tools and utilities such as BMC Remedy Migrator 7.x, BMC Remedy Import 7.x, Remedy Flashboards, BMC Remedy Approval Server, AR Inside, AR Utilities, Abydos
  • Good Knowledge on installing, configuring and setting up of data in CMDB 2.x
  • Extensive knowledge of creating and using Remedy workflow such as Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, Escalations etc.
  • Experience in Upgrading Remedy ITSM application from 6.x to 7.x.
  • Good knowledge in design, modeling and development of Databases SQL Server, Oracle (PL/SQL).
  • Good Understanding of Remedy Mid-tier system, Web Services, Crystal Reports.
  • Good knowledge of HTML, DHTML, XML and JavaScript
  • Proficient in creating complex SQL Queries, Stored Procedures, Functions, Triggers.
  • Ability to effectively manage multiple activities of varying complexity while under tight timeframes.
  • Thorough competence in problem resolution and a strong understanding of the customer impact and business needs.
  • Developed many applications using AR System 5.x through 7.x such as Service Desk Applications, Service Request Systems, Time Tracking Management, Asset Management Applications, Knowledge Base applications.
  • Reliable, organized, self-starter and outstanding team player.
  • Ability to multi-task and prioritize among a number of processes and problems independently.
  • Experience in working on custom developed remedy applications for medium and enterprise applications.
  • Strong knowledge of Object Oriented Concepts and Programming.

TECHNICAL SKILLS

Remedy Tools: RemedyARS8.1/7.6.x/7.x/6.x,Dublin and Calgary versions, Help Desk 7.5x/7.X/6.x/5.x, Change Management 7.5x/6.x/5.x, Asset Management 7.5x/6.x/5.x, S Help Desk 7.5.x/7.x/6.x,, SRM 7.x,ITSM 8.1/7.6.x/6.x, CMDB 2.x/7.x, Service Level Agreement 7.x, Mid-Tier Remedy, Remedy Migrator 7.x, Remedy Import 7.x, Remedy AR Suite, Remedy Approval Server Service Level Agreement7.x, Knowledge Management and Document Management.

Operating Systems: UNIX, AIX, Windows NT/98, Windows XP/7/8.

Languages: C, C++, PL/SQL, XML, HTML.

Databases: Oracle, MS SQL Server, MS Access

Reporting Tools: Crystal Reports, SQL Server Reporting Services and Data Reports, Business Intelligence and Reporting Tool(BIRT).

PROFESSIONAL EXPERIENCE

Confidential, Atlanta, GA

Sr. Remedy Developer/Admin

Responsibilities:

  • Gathered requirements from various business groups/users and converted business requirements into functional specifications.
  • Analyzed and evaluated these requirements within ITIL framework and industry best practices.
  • Remedy ITSM, CMDB & SRM 8.1 configuration and customization
  • Involved in Installing and Configuring ITSM 7.5/7.6/8.1
  • Installed, maintained, patched and monitored Remedy ARS to ensure the smooth operation of the Remedy applications used Confidential Axiom. Unexpected downtimes were generally due to power and network issues and great care was taken to co-ordinate scheduled downtime for patching and migration enhancements.
  • Installation and Configuring CMDB and involved in building Reconciliation Rules, Creating and Running Jobs in RE Manager, working with classes and good knowledge of Common Data Model
  • Identified and defined new CIs in BMC Atrium CMDB.
  • Assessed Out of the Box ticketing systems versus a home grown application for Desktop and Facilities Support groups to ensure the best and most cost effective solution to meet customer requirements (evaluation of Remedy Help Desk Application versus a Home grown desktop support application built in Remedy).
  • Worked on Common Request System, Problem Tracking, and Time Tracking System Remedy application projects.
  • Installed and configured Remedy Change Management application.
  • Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework
  • Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
  • Extensively involved in creating Remedy Forms, Active Links, Active Link Guides, Filters, Filter Guides, and Escalations for work flow.
  • Involved in upgrading Remedy system from ARS 6.0.1 to ARS 7.5
  • Deployed all of the developed internal applications on the web using Remedy 7.5x and 6.3 Mid-tier.
  • Extensively involved in the customization of Remedy Helpdesk Application 6.0 for the support center department.
  • Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e Incident and Change Management.
  • Involved in SRM application development and supporting the application. Configured different approval rules and roles for the current setup.
  • Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
  • Did Gap Analysis between the present system and the target system (to be implemented)
  • Working knowledge with Unix shell scripts
  • Studied the data requirements and the impact analysis on the existing schema.
  • Identified the Test requirements based on Application functional requirements, participated in Test Plan Preparation.
  • Written and executed test cases using Quality Center and Logged Defects.
  • Involved in System test, Integration test, Regression test and User Acceptance Testing.

Environment: Remedy ITSM 7.6,/8.1, Remedy CMDB 7.6, SRM, Remedy ARS 7.5/7.0.1, Remedy Migrator 6.x, Remedy ITSM 7.5, Remedy Import 7.x, BMC Atrium CMDB 2.0, Oracle 9i/10g, Sql Developer, Crystal Reports 9.x, XML, Windows 2000/XP, Solaris, Quality Center 9.2, Load Runner.

Confidential, Cincinnati, OH

Sr. Remedy developer

Responsibilities:

  • Involved in development and implementation of custom On-Call (CARES) Remedy module, integrated with the Help Desk application for automatic assignment of support tickets and tracking changes, invoices and managing Assets.
  • Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
  • Involved in installing, configuring and setting up of data in CMDB 2.0
  • Involved in customizing Remedy Customer Service Support (CSS) according to the business needs and developing interfaces to handle data with external applications.
  • Involved in the integration of Change Management with Asset Management using ITIL best practice and framework.
  • Created successful home grown applications while maintaining ITIL best practices of software design, including iterative development, data driven workflow and generic application design.
  • Managed developers and support people for Remedy, Web, Integration and Testing teams.
  • Identified and defined new CIs in BMC Atrium CMDB.
  • Developed distributed server option to synchronize the data flows between application and warehouse servers to balance the load level on application servers.
  • Involved in customization and upgrading Remedy system.
  • Involved in migration of definitions and data using Remedy Migrator, import, and export tools, from development to production system.
  • Implementation of Remedy Mid-Tier, with customized auto-assignment of tickets from end user web submissions.
  • Development and implementation of a custom Time Tracking tab for tracking of actual hours worked and notes on a particular request.
  • Provided technical input and assistance with troubleshooting applications.

Environment: Remedy ARS 7x/6.x/5.x, Remedy Migrator, Remedy Import 6.x, Remedy Helpdesk Application 5.x, Remedy ITSM 6.0/7.0, CMDB, C, ARS Perl and Unix Scripting, Windows 2000/XP, Oracle 9i, .NET, Crystal Reports 9.x, XML,SOAP.

Confidential, Newark, Delaware

Remedy developer

Responsibilities:

  • Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices
  • Installed and configured Remedy Change Management application.
  • Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
  • Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
  • Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
  • Involved in installing and configuring Remedy Approval server and integrated with our internal application by defining various roles and rules of the approval server.
  • Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
  • Extensively involved in the customization of Remedy Helpdesk Application 5.6 for the support center department.
  • Involved in upgrading Remedy system from ARS 5.1.2 to ARS 6.0.1.
  • Involved in migration of definitions and data using Remedy Migrator 5.x, import, export tools, from development to production system.

Environment: Remedy ARS 5.x and 6.x, Remedy Migrator 5.x, Remedy Import 6.x, Remedy Helpdesk Application 5.6, BMC Atrium CMDB, C#, C++, Windows 2000/XP, MS SQL Server 2000, Crystal Reports 8.x, .Net, XML.

Confidential

Java Developer

Responsibilities:

  • Worked with Business users to analyzing the requirements.
  • Implemented Struts framework, MVC based web application.
  • Developed JSP pages as a presentation layer.
  • Client side validations using java script.
  • Written Stored Procedures and packages for Database operations.
  • Code reviews for the Servlets in order to get high performance and coding Java Classes.
  • Developed Entity Beans and Session Beans for the Enterprise Prototype.
  • Deployed the application on Web Logic server 8.0
  • Interfaces were developed to the database with the help of JDBC drivers for Oracle.
  • Used JDBC calls to update the database Confidential the application server.
  • Written UNIX shell scripts to copy the data files from one server to another.
  • Developed ANT build scripts to compile and create jar files for EJB deployment in the production.
  • Wrote SQL queries and PL/SQL procedures for JDBC.
  • Installation, configuration and maintenance of Apache-Tomcat.
  • Developed XML related APIs in Java as XML is the data transfer standard used for communication between applications.

Environment: JAVA, J2EE, Struts, Oracle 9i, Weblogic 8.0, ANT, JUNIT, JavaScript, JNDI, XML, JSP, HTML, JMS, UML, UNIX.

Confidential

Technical Associate - IT

Responsibilities:

  • Support and troubleshooting any issues with HP/Dell/Apple/Toshiba/Samsung Notebooks etc.
  • Knowledge on Red Hat Enterprise Linux Installation, Configuration, Administration, Troubleshooting, Backup and Recovery, Vi Editing and Shell Scripting.
  • Create, Manage and delete user credentials.
  • Work on hardware firewall devices like Cyberoam CR100i, Cyberoam CR250i.
  • Maintain the network for multi LAN connections with many switches and routers.
  • Check virus, spyware, Trojans and worms detected in Cyberoam software and make sure that the complete network is free of them.
  • Create and Manage user and group policies and provide them as per the requirement.
  • Dealing with International/Indian staff and guests.

Environment: Network Administration, Troubleshooting, Server Configuration.

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