SUMMARY

• 7 years of experience on BMC Remedy application suite and ServiceNow.
• Experience in Software License management, contract management, creating software license jobs, overall Asset Management.
• Experience in BMC Remedy ITSM Implementation, Customization and Support, developing Remedy (ARS) applications.
• Good knowledge of Installation of ITSM, CMDB, SLM, SRM.
• Basic knowledge of Server group implementation, Email Engine, AREA LDAP, Web Services, Approval server.
• Expertise in CMDB drivers, CMDB customizations, CMDB installation.
• Experience in CMDB Normalization and reconciliation (Identification, merge, delete).
• Experience in CMDB integration through Atrium Integration Engine (AIE), Atrium Integrator (AI).
• Experience in integration of CMDB with different third partly tools (SCCM, ADDM and Entuity).
• Experience in Entuity Integration with CMDB.
• Experience in Remedy workflows, customization and development of OOTB as well as custom objects.
• Basic understanding of Atrium SSO, BMC Shared SSO, Remedy SSO.
• Basic knowledge of MS windows server 2003, hands on experience on basic Linux commands.
• Basic Knowledge of SQL queries (create, insert, update, delete etc.)

TECHNICAL SKILLS

• BMC Remedy ARS application development enhancement and support.
• BMC Remedy Incident Management
• Change Management
• Problem Management
• CMDB support (version 7.6.04 8.1 8.1.02 9.0 9.1 ).
• BMC Remedy Atrium CMDB (version 9.0 9.0.01 9.1 ).
• C
• C++
• Core JAVA
• SQL
• HTML.

PROFESSIONAL EXPERIENCE

Confidential

IT Asset and CMDB Analyst / Remedy Engineer

Responsibilities:

• Manage IT Asset inventory utilizing best practice Software Asset Management (SAM), Hardware Asset Management (HAM) processes and tools.
• Tracks license utilization, performs license audits, respond to license validation requests.
• Maintains automated IT Asset inventory capability.
• Gather and analyze the data to track the lifecycle, maintenance and decommissioning of IT Assets.
• Implementation of ADDM for discovering the data.
• Data upload using Atrium Integrator/ Spoon Job.
• Normalization of data imported from discovery tool.
• Monitoring, Supporting and troubleshooting reconciliation jobs.
• Customizations done for the in - house application, instance integration with Remedy.
• Lead in gathering the manual data for automation.
• Daily responsibilities of working on the foundation data.
• Providing support to internal teams for Remedy queries on asset details.
• Worked on Smart Reporting for all kind of report requirement.
• Training and Documentation prepared for the end users.
• Change Management impact analysis support.
• Implementing, supporting and troubleshooting Application modeling.
• Remedy 9.1, Implementing Service Request Management and migrating the data from Remedy force.
• Smart It and My IT customization to full fill S.R.M proven concepts to establish self-service portal, by automating application assess, new hire permission, etc. to decrease help desk manual task.
• Customizing and monitoring AI-Jobs.
• Working on short deadlines implementing the development in weekly phases and pushing the code to prod every Wednesday.
• Notifications trigger for Work Order, Task and Change request.
• Approval mapping and approval process designed from scratch.

Confidential

Responsibilities:

• Integration of Microsoft SCCM using AIE and importing relationships from SCCM database.
• Integration with Entuity and BMC ADDM.
• Excel sheet data upload using Atrium Integrator Jobs.
• Normalization of data imported from different discovery tools.
• Integration of Microsoft SCCM using AIE and importing relationships from SCCM database.
• Integration with Entuity and BMC ADDM.
• Excel sheet data upload using Atrium Integrator Jobs.
• Normalization of data imported from different discovery tools.
• Reconciliation of data. Reconciliation of data using custom identification rules and Identify, merge and delete actions.
• Customization to set site information for every CI.
• Customization to set department information for CIs imported from Excel sheets.
• Adding new attributes in CMDB and synchronizing them with Asset management.
• Customization to achieve Used by People relationships with Asset from data imported from SCCM.
• Conducted knowledge sharing session with customer Remedy support team on how to configure Contracts and SWLM.

Confidential

Responsibilities:

• Remedy Development Customization.
• Developing and analyzing workflows to fix existing defects (Active-link, Active link guide, menus, forms, Filter and Filter guide).
• Creating Staging forms and workflows to handle Integration data and Map it in Remedy.
• Creating Technical Solution and Design for Integration and Customization.
• Customization and enhancement for ITSM applications like (IM, PM, CM).
• Developing AI (Atrium Integrator Jobs for Data migration to several environments).
• Debugging and Troubleshooting to fix issues\Defects.

Confidential

Responsibilities:

• ADDM Integration, Normalization, Reconciliation using standard rules.
• Understanding customer business services to implement asset relationships in CMDB
• Implementing Business services in CMDB and creating Impact analysis for customer monitoring teams.
• Creating CI people relationships (owned by, used by, managed by).
• Exploring CIs for identifying relationships (Parents or child of CIs).
• Development of Servicenow applications, including modification to existingITSM modules, working withprocess ownersto develop andimplement workflow, Perform regular ServicenowDiscovery and CMDB maintenance,Report Setup/Custom Reporting, Performdata imports, Custom Scripting, 3rd Party software integrations, facilitating roll out of new applications and modules.
• 3rd party software integrations with Remedy/ServiceNow.
• Facilitate and support the rollout of new application and enhancements in ServiceNow
• Configure ServiceNow Discovery
• Identify and invent novel solutions to challenging technical problems and provide requested enhancements to existing Remedy/ServiceNow applications
• Translate functional specifications into logical, component-based technical designs
• Develop and deliver customized portal web pages in ServiceNow
• Advice functional and admin teams on design, development and overall ServiceNow best practices.

Confidential

Responsibilities:

• Change request technical review.
• Technical review before implementation to ensure smooth implementation of CR.
• Change request Execution.
• Code, SRD, Service Targets and data migration
• Customizations and configuration related changes
• CMDB class and attributes migration (followed by Sync asset UI)
• Implementation of BMC hot fixes recommended by support.
• My IT, Smart IT, Shared SSO, RSSO Implementations.
• Migration of IDP metadata files in SSO.
• Database migration.
• Configuration files related changes (ar.cfg, pluginsvr config.xml etc.)
• Server group implementation on Production environments
• Language pack, Process designer and Mid-tier upgrade installations.
• Analytics reports and universe migration (version 4.X)
• Fixing Post change execution Issues.
• Worked upon SRD, SVT, and SSO related issues.
• Issues in customizations and code migrations

Confidential

Responsibilities:

• Creating SRDs as per user requirements provided.
• Configuring Approval chains and service request approvals.
• Modifying AIF forms and workflows as per requirements.
• Fixing issues in SRDs in Test\QA environment.
• Creating incident, change and work order templates to use in SRD.

Confidential

Responsibilities:

• Worked on different issues related to ITSM application.
• Performing routine support activities.
• Complete management of Incident, Change & Problem Console.
• Performing customizations requested by customers on various ITSM modules.
• Configuring SLM data sources, creating service targets as per user requirements.
• Developed custom forms and workflows to achieve customer requirement.
• Implementation and Configuration of Foundation Data using DMT for on boarding customers and Working with implementation team for installation activities.

Confidential

Responsibilities:

• Developing AR system workflows, menus, forms.
• Integration with approval server to implement approvals.
• Consuming web-services.
• Integration with SLM.
• Migration of code to production environment and fixing post implementation issues.