SUMMARY

• Over 10 years of hands - on expertise in the design, development, implementation, and administration of information technology applications using serviceNow,Remedy Action Request System and Relational Database Management Systems.
• Experience in Designing, customization, enhancing, and workflow configuration, integrating and supporting ServiceNow systems. hands-on experience administering, customizing and developing in the ServiceNow Calgary/Dublin/ Eureka.
• Technical implementation of various ITSM ServiceNow and BMC Remedy modules such as Incident Management, Problem Management, Change Management, Service Catalog, Configuration Management enterprise widely
• Developed business requirements and technical design documents for implementing ServiceNow using Javascript.
• Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.
• Excellent communication, organizational, time management and support skills.
• Strong Experience in configuring the BMC Remedy ITSM, Asset Management, Service Request Management applications and BMC Atrium CMDB
• Good Knowledge on installing, configuring and setting up of data in BMC Remedy CMDB
• Extensive knowledge of creating and using Remedy workflow such as Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, Escalations and Menus.
• Performed Asset Manager role using BMC Asset Management module.
• Ample experience in managing Configuration Items, catalogs, contracts, licenses and asset relationships.
• Extensive experience in integrating BMC Remedy with 3rd Party applications using webservice, AI, Emails, View and Vendor forms.
• Built Standard and Complex Service Requests using BMC Remedy Service Request Management application 8.1
• Hands on experience in BMC Analytics and Dashboard applications.
• Experience in working on custom developed remedy applications for medium and enterprise applications.
• Ability to effectively manage multiple activities of varying complexity while under tight timeframes.

TECHNICAL SKILLS

OS: Windows XP, 2000, 2003, AIX, Linux, Unix

Databases: Oracle 8.x/9.x/10g/11g, MS SQL Server

Web servers: Apache Tomcat, MS IIS 4.x/6.x

Internet: Remedy Mid-Tier, Remedy Web Services, HTML, JavaScript, XML, JSON, Jelly

Languages: C, C++, Java, Visual Basic, Python

ServiceNow: ServiceNow Calgary/Dublin/ Eureka.

BMC Remedy: Remedy ARS (5.x/ 6.x/ 7.x), Remedy ITSM (6.x/7.x) (Incident, Change, Problem, Asset, SLM), Remedy Administrator, Developer Studio, ServiceNow, Microsoft SQL Server Reporting Services, Crystal Reports, BMC AIE, BMC Remedy Migrator, BMC Dashboards, BMC Atrium CMDB (2.x/ 7.x), BMC Service Request Management 7.6, HP DDM (Discovery and Dependency Mapping), BMC ADDM 8.1, Knowledge Center, AlarmPoint, xMatters, Javascripts

PROFESSIONAL EXPERIENCE

Confidential, Minneapolis, MN

Sr. ServiceNow Developer/Administrator

Responsibilities:

• Prepare and gather user requirements, provide system indepth analysis and design recommendations for ServiceNow implementation for ITSM modules across the enterprise.
• Application Administration on ServiceNow. Worked with Teams and end-users to setup Assignment Groups, Users, Roles.
• Analyzed and documented the customized workflows for Business and Technical processes in Remedy; which were recreated on the Service Now platform.
• Created Transform maps for migration and import of data on ServiceNow.
• Worked with Import Sets, Inbound and OutBound WebServices in ServiceNow.
• Customized the Change Application to personalize menus and rules as per process requirements.
• Created Business Rules and Scripts on ServiceNow to accomodate incoming Incidents via external webcalls/webservices.
• Heavily performed UI Configurations and workflow configurations for Incident, Problem & Change modules.
• Heavily performed workflow Configurations for various ServiceNow modules.
• Integrated ServiceNow to SSO (Ping Identity), LDAP (Microsoft Active Directory)
• Installed and configured Mid Server for discovery and synched the asset data in to AssetManagement/CMDB.
• Build the custom import sets to migrate data from legacy remedy system in to SNOW Incident/Problem/Change modules.
• Configured ODBC drivers to migrate data from ServiceNow to SQL Server for reporting.
• Extensively configured web services, Created new workflows for integration and migration of Tickets and Requests to new ServiceNow Environment.
• Heavily conducted Support Staff ServiceNow related Application training and testing.
• Implemented ServiceNow Cloud Provisioning Dublin/Eureka release.
• Compiled Test Scripts for Functional Testers on Change Management and Incident Management.
• Compared, tested and reviewed workflow in the ServiceNow using workflow editor.
• Migrated Forms, Fields, Tables, Workflows, Business Rules and Scripts using Update Sets.
• Worked with vendors and ServiceNow Support to resolve defects and issues with Environment.
• Production Support and Customizations on homegrown Remedy 7.6.04 based application.
• Used WebServices to interface with external system; managed and manipulated flow of ticket data and attachments.
• Supported Ticketing, Change Management and Resource Management Applications, provided enhancements and bug fixes.
• Queried, Reported and Updated Remedy Database as per requirements.
• Worked with NetCool and automation teams to debug and resolve issues with Remedy WebServices/Integrations.
• Documented known issues, Problems and new upgrades/enhancements in Knowledge Center Tool.

Environment: ServiceNow Calgary/Dublin/ Eureka.Remedy ARS 7.6.04, Oracle 11g, AIX 5/6, Knowledge Center

Confidential, Cincinnati, OH

Remedy Developer/Admin

Responsibilities:

• Involved in development and implementation of custom On-Call (CARES) Remedy module, integrated with the ServiceDesk(Incident/Problem) 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.
• Involved in migration of definitions and data using Remedy Migrator, import, and export tools, from development to production system.
• 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 7.6/6.3/5.1.2 , 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, MN

Remedy Developer / Administrator

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.

Environment: WINDOWS 2008, ITSM 7.6.04 Suite, ARS 7.6.04, CMDB 7.6.04, AIE 7.6.04, SQL Server

Confidential, Woodlands, TX

Remedy Administrator/Developer

Responsibilities:

• Customization, Configuration, Support and Administration of Remedy IT Service Management System (HelpDesk/Incident Management, Service Request Management, Asset Management and Change Management Systems).
• Involved in debugging, performance tuning Remedy ITSM modules.
• Developed forms and workflow for Human Resources Management Center Application within Remedy.
• Created workflows for integration of Remedy Support Tool with Service Desk Manager Tool.
• Managed users, groups, licenses, configurations, SLAs, reports, mid-tiers and servers for Remedy.
• Setup reconciliation jobs on BMC Atrium Console.
• Upgraded Remedy 6.3 to Remedy ARS 7.6.
• Performed User Acceptance testing and regression testing on QA and Production Environment.
• Configured and Published Web Services.
• Trained Users and Admins for Change and Incident Management Modules in Remedy.
• Worked on integration of Remedy with other Applications and third-party Systems.
• Maintained internal communications with Business Units to monitor integrations and dependencies.
• Configured and Administered on Alarmpoint/xMatters System.
• Involved in management and reporting of Assets using HP DDM (Discovery and Dependency Mapping) Software, a Configuration Management System.
• Reporting involved complex querying in Oracle of multiple tables of DDM Database containing CI attributes and compiling the same in Excel using Functions and macros.
• Coordinated and conducted weekly team meetings with Servers Owners to assign and assist with credentialing tasks for DDM discovery of Assets/Configuration Items.
• Worked on custom scripts in Python for DDM.

Environment: Remedy ARS 7.5, ITSM 7.6, Migrator 7.5, CMDB 7.6, Oracle 10g, Windows Server 2003, xMatters, HPDDM.

Confidential, TX

Remedy Administrator/Developer

Responsibilities:

• Designed and developed a customized Remedy based application to track compliance issues.
• Developed workflow to automate processes within company in regards to FDA Compliance.
• Performed requirement analysis, authored technical and functional specification documents.
• Maintained and managed Users, Groups, Licenses, Assignments as well as Notifications, Alerts, Assignment and Email Engines, Asset Deletions, Escalations and HelpDesk Scripts.
• Enhanced, Customized and Deployed Changes on the HelpDesk and Change Management by modifying workflow - redesigning active links, escalations and filters to meet Business requirements.
• Used Remedy Migrator, Data Import Tool to migrate objects and data.
• Created reports using SQL and Crystal reports and report templates for various Business requirements and metrics.
• Integrated Peregrine Asset Center with BMC CMDB 2.0 with the Connect-IT Tool.
• Created CIs, defined classes and customized the CDM. Created/managed groups and roles within CMDB.
• Performed UAT, System testing, regression testing.
• Managed tool and integrations with Regulatory Submissions and Document Management Tool.
• Actively participated in planning, designing and enhancing functionality with the system. Maintained monthly feedback sessions and workshops with end users.
• Represented team on Change Approval Board Meetings.
• Created and maintained tracker tools, timelines, user manuals, presentations and spreadsheets for the Remedy Support Team.

Environment: Remedy ARS 6.5, Remedy ITSM 6.5, Oracle 10g