SUMMARY

• Having 7+ years of experience Remedy Consultant 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.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Extensive knowledge of Remedy workflow such as Request Forms, Active Links, Filters, Active Link and Filter Guides and Escalations.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in configuring / maintaining / customizing ITSM 5.5 / 6.0 /7.x/7.6.x.
• Experience in performance tuning of Remedy and Service-Now Setups.
• Experience in developing Crystal reports and converting crystal reports to Business Intelligence and Reporting Tool (BIRT) reports for web applications.
• Experience in upgrading of ITSM suite from 5.5 to 6.0 and 6.0 to 7.x
• Experience in setting up of CMDB 2.x/7.x.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement and Service Request Management.
• Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.
• Good Knowledge of ITIL and ITSM best practices.
• Remedy Specialty areas using ITIL best practices - Incident/Problem Management, Change Management, Asset Management, and SLA.
• Excellent team member with a strong ability to lead and balance multi-project workload.
• Good understanding of Remedy Mid-tier system and Web Services.
• Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated with escalations, outage communications, and bridge calls management targeting restoration of services the sooner. Monitoring tools are leveraged to detect the most of the incidents.
• Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.
• Change Management where the configuration items’ (CIs) change request are approved after understanding the business impact, operation hours, duration of the change and reason for the change.
• Business Continuity Plan / Disaster Recovery Plan has been an innovative setup after understanding the criticality and 24X7X365 availability of the team. This included lot of wisdom on ITIL like BIA, ITSCM, Maintenance and Monitoring, etc.
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Good communication, analytical, leadership and project management skills.

TECHNICAL SKILLS

Remedy Tools: Remedy ARS 8.1/7.6.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, Linux

Languages: C, C++, PL/SQL, XML, HTML, Java, JavaScript, Visual Basic 5.0, CSS

Databases: Oracle 8i/9i/10g/11g, MS SQL Server, MS Access, IBM DB2

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

PROFESSIONAL EXPERIENCE

Confidential, Richmond, VA

Sr. Remedy Consultant (Admin/ Developer)

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 at Confidential .
• 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
• Skilled in Application Object Template (AOT) for registering and adding Target data of the Application configuration.
• Experienced in creating Process Definition Templates (PDT) and SRD to create fulfillment requests for processes.
• Defined Standard and Quick Launch PDT to verify the sequence of the processes and AOTs in Process View of the Service Catalog Manager Console.
• Integrated from other systems using API/Web Services to BMC CMDB 8.1
• 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.
• Involved in solving Helpdesk tickets and production issues for Remedy ITSM 8.1.
• 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.

Sr. Remedy Consultant (Admin/ Developer)

Responsibilities:

• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Installed and Configured ARS Remedy 7.5 and 7.6.04, ITSM Suite 7.5 and 7.6.04, 8.1
• Involved in upgrading Remedy system from ARS 7.5 to ARS 7.6, ITSM suite from 7.5 to 7.6 and SRM from 2.2 to 7.6.
• Extensively involved in the customization of Remedy Helpdesk Application for the support center department.
• Designed and deployed integration of Work Orders with Asset Management to create products from the software requests.
• Customized SRM according to the client’s requirements and Configure with respect to backend applications i.e. Incident and Work Order Management.
• Installation and Configuring CMDB 7.6, ITSM 8.1 and involved in building Creating and Running AIE Exchanges, Jobs, working with classes.
• Involved in the development of Web Services in Remedy to integrate with external systems like ESM, SMART, Web Bar and Emurald.
• Involved in development and support of custom built applications for approximately 500 users also maintaining a technical relationship with BMC Remedy with regards to requesting enhancements, license management, upgrades, Reporting and Bugs.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides and Escalations for work flow.
• Deployed all of the developed internal applications on the web using Remedy 7.x mid- tier.
• Created various Crystal Reports such as Monthly reports, SLA Reports, on Demand as well as Scheduled reports.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Involved in System test, Integration test and Regression test.
• Also involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the applications.
• Involved in the implementation of external processes to read the data from the Oracle tables of legacy systems, process the records and inserts or updates to the Remedy Schemas using View and Vendor forms.

Environment: Remedy AR System 6.x, 7.x, Remedy ITSM 5.5/6.0/7.x, CMDB, Master AR Suite Tools, C, Oracle 10g,11g, Crystal Reports 9.x, Java, XML, JSP, SRM 2.2/7.6, SLM 7.x.

Confidential, Pennington, NJ

Remedy Developer / Administrator

Responsibilities:

• Gathered requirements, analysed and translated them into the technical requirements thereby installing and configuring within ITIL Framework and Best Practices
• Involved in upgrading Remedy System from ARS 7.5 to ARS 7.6, ITSM Suite from 7.5 to 7.6 and SRM from 2.2 to 7.6 and participated in the customisation of Remedy HelpDesk Application for the support centre department
• Installation and Configuring CMDB 7.6 and involved in creating and running AIE Exchanges, jobs; also worked with classes was a part of the development of Web Services in Remedy to integrate with external systems like ESM, SMART, Web Bar and Emerald
• Developed and supported custom built applications for approximately 500 users simultaneously maintaining a technical relationship with BMC Remedy with regards to requesting enhancements, license management, upgrades, reporting and bugs
• Designed ‘Escalations’ for generation of emails that was directed to the appropriate managers depending upon the business rules of the applications
• Involved in the implementation of external processes to read the data from the Oracle tables of legacy systems, process the records and insert or update to the Remedy Schemas using View and Vendor forms

Environment: Remedy AR System 6.x, 7.x, Remedy ITSM 5.5/6.0/7.x, CMDB, Master AR Suite Tools, C, Oracle 10g, 11g, Crystal Reports 9.x, Java, XML, JSP, SRM 2.2/7.6, SLM 7.x. Windows 2000/XP

Confidential, MI

Remedy Consultant

Responsibilities:

• Involved in Design & Analysis of the Customer Specifications, Development and Customization of the Application.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Installed and Configured Remedy Action Request System and ITSM 7.x
• Implemented Email Integration which allows the end user to submit a request / create an incident ticket, add the work info and resolve the ticket by sending out the email to the AR System Email Mailbox.
• Involved in the development of web interface using Remedy Mid-tier web services consumed in .Net environment using C#.
• Installed and Configured Remedy Action Request System 7.1 and 7.5, Remedy Asset Management and Remedy Change Management.
• Implemented SRM 2.2 and created custom advanced interface form for client's business requirements.
• Deployed all of the developed internal applications on the web using Remedy 7.1 Mid tier.
• Involved in installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of the approval server.
• Involved in upgrading Remedy system from ARS 7.1 to ARS 7.5
• Involved in installing and configuring and setting up of data in CMDB 1.1 and 2.0.
• Involved in migration of definitions and data using Remedy Migrator, import and export tools from development to production system.
• Involved in implementation of Remedy Flashboards for various SLA, CTID problem ticket statistics.
• Involved with the configuring of SLA’s depending on requirements of various groups.
• Configured different approval rules and roles for the current setup.
• Was instrumental in identifying CI’s / Classes and relationships while setting up CMDB.
• Designed different service reports to be used by the Quality department using crystal reports
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.

Environment: Remedy ARS 7.x/6.x, Remedy Migrator 5.x, CMDB, Remedy Import 7.x/6.x, Remedy Helpdesk Application 7.x, C#, C++, Unix, MS SQL Server 2005, Crystal Reports 9.x, .Net, XML. Windows 2000/XP.

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 at 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.