SUMMARY

• 7+ years of software analysis, design and development experience with Remedy ARS 6.x/ 7.01/7.1/7.5/7.6/7.6.03/7.6.04/8.0/8.1
• Experience in configuring and customization of BMC Remedy ITSM application suite comprising of Incident Management, Problem Management, Asset Management, Change Management and Atrium CMDB.
• Extensive experience in designing, developing, configuring and deploying various Service Requests in SRM.
• Experience in designing ARS Custom applications using existing client Naming conventions standards, standard organization rules.
• Extensive experience in installing and configuring Remedy applications on various operating systems like Windows, UNIX.
• Experience in developing custom reports using Crystal Reports and BMC Analytics
• Involved in working with various tools like Abydos, Aqua data, BMC Remedy Migrator, Atrium Integrator, Data Wizard to perform data loads, searches, defect tracking, Event flow diagrams.
• Experience in integrating ITSM with different tools.
• Experience in developing various OOB and custom Web Services to publish and consume services.
• Experienced in working with scripting languages like Java Script to add code snippets in HTML Pages

PROFESSIONAL EXPERIENCE

Confidential, Houston, TX

CMDB Consultant

Responsibilities:

• Validated the data mappings and tested different classes data synced into the CMDB through Discovery tools (ADDM,SCCM, Manual imports)
• Modeled applications using Consolidated Application model (CAM) in ADDM
• Worked on gathering all the required information from different support personnel, to model their respective applications.
• Bulk loaded undiscoverable applications in CMDB and also involved in providing solutions to accommodate these applications to existing integration.
• Troubleshooting various application modeling related issues end to end.
• Evaluating different integration which are mapped to CMDB (Carta, Seamless, ADDM integration)
• Involved in testing and validation of CMDB data at time of Seamless upgrade. Also validated different mapping association generated via the integration on the new version.
• Designed and developed different templates for various Classes, Class relationships, people relationships and also leveraged the use of OOB template to load bulk data into the system
• Identified and designed templates and involved in onboarding Mainframe components/data into CMDB.
• Involved in gathering all the required information to identify the positive negative impact data points, to implement new TKU’s (Technology Knowledge Updates) in ADDM quarterly.
• Involved in modification of already existing user data without effecting the existing connections and relationships with other ITSM modules.
• Worked on resolving different types of normalization failed CI’s by adding products and product alias in the system.
• Worked and involved in Identification rules to resolve various CMDB CI’s processing issues to achieve streamline process to create/update a CI.
• Involved in setting up rules to maintain a good data quality in the CMDB.
• Involved in different phases of testing like System and User Acceptance testing along with the testing team.
• Gathering information about OOB Federation
• Involved in training and help the user to understand different possible ways they can use ITSM and CMDB

Environment: BMC Remedy ARS 7.6.04 SP5, 8.1 SP1/8.1 sp2, BMC Remedy ITSM 7.6.04Sp4, BMC Remedy CMDB 7.6.04SP4/8.1 Sp1, Service Request Management 7.6.04 Sp4, Windows 2008 R2, SQL 2008/2012, Window 7

Confidential, St Louis, MO

ITSM/Remedy Consultant

Responsibilities:

• Gathering requirements to upgrade Remedy 7.5 ARS CMDB,ITSM, SRM RKM, SLM to 8.1
• Involved in designing the high level architecture of the environment for the upgrade.
• Installed and configured remedy 8.1 (ARS, CMDB, ITSM Suite, SRM and SLM).
• Configured and deployed multiple SRD’s in multiple languages.
• Created and Configured various kind of SRD’s, AIF’s, PDT’s, AOT’s and WOT’s based on the requirements in BMC Remedy SRM 7.6 & 8.1.
• Designed and created service processes to create Incident, Work Order and Change Management requests.
• Migrated Remedy Foundation, Transaction and Process (ITSM, CMDB,SRM) data from 7.6 to 8.1
• Re - designed, Configured, migrated different Integrations data from 7.6 to 8.1 CMDB, using Atrium Integrator.
• Good understanding of CMDB model, worked on Reconciliation jobs, Normalization of products coming into CMDB
• Created AIE jobs to Integrate Altiris workstation Data, Software Data and other data imports
• Installed PNET /Tmart extensions, involved with ADDM Synchronization with CMDB working with SE team to complete the integrations smoothly
• Involved in creating various Incident, Change and Work Order templates Support Groups, Product Categorization, Operational Categorization, Decision trees, and Scripts.
• Customized ITSM 7.6 modules as per the business requirements.
• Created custom Email notifications using HTML templates
• Improved the performance of the application by removing the repetitive workflow and adding indexes on fields which are used commonly.
• Developed, Integrated and deployed various custom and OOB Web Services to publish and consume services from other tools.
• Developed Custom forms and work flows to validate and load Incident and Work Orders in Bulk.
• Installed various service packs and patches on the server to improve the stability and robustness of the system.
• Involved in running BPCU tool to create Overlay in the upgraded environment and migrate them to newly built remedy 8.1 systems.
• Involved in end to end integration testing for UAT.
• Involved in training end users and newly on board remedy user.
• Performed administrator level activities such as creating users, Support groups, functional roles and setting Permissions

Environment: BMC Remedy ARS 7.5 SP8, BMC Remedy ITSM 7.6.Sp2, BMC Remedy CMDB 7.6 SP4, Service Request Management 7.6 Sp2, Windows 2003/2008 R2, Oracle 11/10g, Window 7.

Confidential, Houston, TX

ITSM/Remedy Consultant

Responsibilities:

• Involved in gathering requirements to upgrade Remedy AR System from 6.3 to 7.6.04SP3 and implement ITSM, SRM and CMDB 7.6.04 SP2
• Developed ARS custom objects and made modified to OOB objects based on the requirements and implemented different process.
• Involved in gathering requirements to design and modify SMPM.
• Installed SMPM and developed new Process Flows by changing the HMTL, hot spots, process and procedures.
• Involved in end to end integration testing for UAT.
• Developed custom and modified OOB workflow to introduce Work Order related objects to Data management tool.
• Worked on gathering and creating new advance interface forms as per the Business requirement
• Involved in modification of already existing user data without effecting the existing connections and relationships with other modules.

Environment: BMC Remedy ARS 7.6.04 SP3, BMC Remedy ITSM 7.6.Sp1/7.6.04SP2, BMC Remedy CMDB 7604SP2, Service Request Management 7.6.04 Sp2, Windows 2008 R2, SQL 2008, Window 7

Confidential, Houston, TX

ITSM/Remedy Consultant

Responsibilities:

• Involved in gathering requirements to upgrade Remedy AR System, ITSM, SRM and CMDB from 7.5 patch 7AR System to 7.6.04 SP 2, 7.6 ITSM to 76.04 Sp2
• Involved in installing and configuring 7604 SP2 AR System, CMDB, SRM, ITSM, Mid-tier on Windows 2008 R2 and SQL server 2008.
• Migrated Remedy Foundation, Transaction and Process (ITSM, CMDB,SRM) data from 7.6 to 7.6.04Sp2
• Involved in running BPCU tool to create Overlay in the old upgraded environment and migrate them to upgraded system.
• Involved in gathering requirements to implement CMDB Data model.
• Worked on customization of AR System7.5/7.6.04 as per the business requirements.
• Involved in Configuring BMC Analytic to the Upgraded 7.6.04 AR System
• Interacted extensively with end-users in various stages of the implementation - Requirements Gathering, User Acceptance Testing and Post Production Support.
• Performed administrator level activities such as creating users, Support groups, functional roles and setting Permissions.
• Tested the GUI functionality of the application and documented all Test cases, Test results and Test procedures.
• Designed, Developed and Configured several new Service Request Processes in BMC Remedy SRM 7.6.04 sp2
• Improved the performance of the application by removing the repetitive workflow and adding indexes on fields which are used commonly, and made configuration changes.
• Used BMC Remedy Migrator to move the modified/newly developed forms and workflows in between the environments.

Environment: BMC Remedy ARS 7.5/7.6.04 SP2, BMC Remedy Migrator7.6.04 SP2, BMC Remedy ITSM 7.6.Sp1/7.6.04SP2, BMC Remedy CMDB 7604SP2, Service Request Management 7.6.04 Sp2, Windows 2003/2008 R2, SQL 2008.

Confidential, Omaha, NE

ITSM Consultant

Responsibilities:

• Involved in gathering requirements for phase implementation of custom built AR System 6.3 applications.
• Worked on customization of AR 6.x and built applications from scratch.
• Responsible for supporting and modifying of custom built ARS applications existing in the system.
• Involved in various modification of already existing user data without effecting the existing connections and relationships with other modules.
• Designed, Developed and Configured several new Service Request Processes in BMC Remedy SRM 2.2
• Involved in working with various tools like Abydos, Aqua data to perform searches, defect tracking, Event flow diagrams, broken workflow, and Performance analysis in custom built AR application.
• Improved the performance of the application by removing the repetitive workflow and adding indexes on fields which are used commonly.
• Used BMC Remedy Migrator to move the modified/newly developed forms and workflows in between the environments.
• Interacted extensively with end-users in various stages of Testing to promote the Changes to User Acceptance Testing and Production
• Performed administrator level activities such as creating users, setting Permissions.
• Tested the GUI functionality of the application and documented all Test cases, Test results and Test procedures.
• Used Java script to validate the data, read and write HTML Content and detect the login information in the browser.

Environment: BMC Remedy ARS 6.3/7.1, BMC Remedy Migrator, Service Request Management 2.2, Sybase, UNIX, Windows 2003, Abydos, Aqua Data.

Confidential, Houston, TX

ITSM Consultant

Responsibilities:

• Involved in gathering requirements for upgrading SRM 2.1 to SRM 7.6
• Designed, Developed and configured several new Service Request Processes in BMC Remedy SRM 7.6.
• Implemented SRM in multiple languages using the Localization tool kit.
• Created and Configured various kind of SRD’s, PDT’s, AOT’s and WOT’s based upon the Service requirements of the client.
• Designed and created service processes to create Incident, Work Order and Change Management requests.
• Involved in creating various Incident, Change and Work Order templates Support Groups, Operational Catalog, Decision trees, and Scripts.
• Customized ITSM 7.6 modules as per the business requirements.
• Configured various processes to drive the Approvals in SRM 7.6.
• Created custom Email notifications using HTML templates

Environment: BMC Remedy ARS 7.6/7.6.03, BMC Analytics, BMC Remedy ITSM 7.6.03, Service Request Management 2.2/7.6, SQL Server 2005, Windows 2003.

Confidential, Houston, TX

ITSM/Remedy Consultant

Responsibilities:

• Developed workflows to automate Foundation data and Assets/CMDB data in to remedy CMDB.
• Worked on Atrium Integration Engine (AIE) 7.6 to Integrate and Automate data on daily bases provided by SAP.
• Developed an integration which drives data from ARS - SQL - ARS and CMDB - SQL - CMDB.
• Involved in gathering requirements to implement CMDB model in the environment.
• Worked on Reconciliation jobs, Normalization of products coming into CMDB
• Analyzed Business Process and Rules to identify transition points to direct data flow into remedy.
• Involved in enhancement and customization of Asset Management, Change Management and Help Desk applications in ITSM 7.6.
• Analyzed and Designed workflows to integrate (C-support) existing service desk software into remedy.
• Successfully Deployed implementation of Incident Management 7.6 by configuring Users, Support Groups, Operational Catalog, Templates, Decision trees, Scripts and Custom reports based on the requirements gathered.
• Responsible for supporting and Developing various custom built ARS applications and for making modifications and enhancements to the existing system.
• Configured and upgraded AR Server from ARS 7.5 to ARS 7.6.
• Improved the performance of the application by removing the repetitive workflow and adding indexes on fields which are used commonly.
• Performed administrator level activities such as creating users, Support groups, functional roles and setting Permissions

Environment: BMC Remedy ARS 7.5, BMC Remedy ITSM 7.6, Service Request Management 7.6, SQL Server 2005, Windows 2003

Confidential, Tulsa OK

ITSM/Remedy Consultant

Responsibilities:

• Primary responsible for supporting various custom built ARS applications and for making modifications and enhancements to the existing system.
• Configured and upgraded AR Server from ARS 6.x to ARS 7.x.
• Involved in different phases of testing like System and User Acceptance testing along with the testing team.
• Worked on customization of AR 7.x and built applications from scratch.
• Interacted extensively with end-users in various stages of the implementation - Requirements Gathering, User Acceptance Testing and Post Production Support.
• Integrated Remedy Applications with various third-party applications using Web Services.
• Customized Help Desk, Asset Management and Change Management modules according to business requirements.
• Developed workflow to automate the Asset loading process for Hardware Contracts.

Environment: BMC Remedy ARS 7.1, BMC Remedy ITSM 7.01, Service Request Management 2.1/2.2, SQL Server 2005, Windows 2003