SUMMARY

• 8 Years of experience as an IT Professional
• 7+ Yrs of Solid experience in ARS Remedy and ITSM applications
• Extensive knowledge on Remedy Workflow such as Forms, Active Links, Filters, Escalations, Active Link and Filter Guides.
• Good knowledge of ITIL and ITSM Best Practices
• ITIL Foundation Certified from ISEB
• Good understanding of Helpdesk/Service Desk, Change Management, Asset Management, Change Tasking, SLM
• Good Hands on exposure with ARS Remedy / ITSM Migration from Old Versions to Latest environment like 5.X to 6.0 to 6.5 To 7.1 and 7.5.
• Experienced in the management of all phases of the application lifecycle and best practices of software development (SDLC) including System Study, Requirements Analysis, Design, Installation, Development, Resource Planning, Testing, Deployment and Implement & Support Business Applications.
• Involved in several projects dealing with Customizing and Configuration of Remedy server and ITSM Applications (5.5/6.0/7.1x/7.5) such as Remedy Service Desk 7.x, Change Management, Asset Management, Service Level Agreements and Custom Applications and Integrations using ARS Platform from various versions.
• Good experience of CMDB, ADDM and SRM.
• Experience in Remedy Development and Administration skills with Remedy ARS 5.x, 6.x, 7.x.
• Developed Applications using AR System 6.x through 7.5x such as Trouble Ticket Applications, Service Request Systems, Time Tracking Management, Knowledge Management Applications.
• Extensive background of full life - cycle of software development process. Expert in collecting and analyzing customer requirements.
• Remedy Specialty areas using ITIL best practices - Incident/Problem Management, Change Management, Asset Management, and SLA.
• Experience in Configuring Change Management, Helpdesk and Asset Management applications using Remedy Configuration Manager and BMC Atrium CMDB.
• Good Understanding in Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report.
• Good communication, analytical, leadership and project management skills.
• Excellent team member with a strong ability to lead and balance multi-project workload.

TECHNICAL SKILLS

Operating Systems: UNIX, Linux, Windows NT 4.0, Windows 2000 /XP.

Tools: Remedy ARS 7.6/7.5/7.x, 6.x, 5.x, 4.x, SRM2.2, Remedy ITSM Suite 76/7.5/7x, 6.x, 5.x, 4.x, HELPDESK 6.x, 5.x, 4.x SLA 6.x, 5.x, 4.x, CHANGE MANAGEMENT 7x, 6.x, 5.x, 4.x, ASSET MANAGEMENT 7x, 6.x, 5.x, 4.x, MID-TIER 6.3, REMEDY WEB, Remedy Flashboards, SLA, Crystal Reports, Remedy Migrator.

Databases: MS SQL Server 2008, 2005, Oracle 8i, 9i, 10g, MS Access

Web servers: MS IIS 4.0, Oracle Web Server, apache 1.3.24

Middleware: COM, COM+, DCOM, ODBC, ADO and ActiveX

Reporting Tools: Crystal Reports 9.X/8.5

Web Technologies: HTML, AJAX

Languages: C, C++, Java, J2EE, VBA, PL/SQL, PERL, Fortran, Visual Basic.NET

PROFESSIONAL EXPERIENCE

Confidential, Orlando, FL

Remedy Developer

RESPONSIBILITIES:

• Requirement Gathering, Analysis and Evaluation.
• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices. Executed validation scripts.
• Installing, Customizing and Configuring Remedy Server 7.x/7.6.04 and ITSM 7.0 migrating data to the new environment.
• 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 CRS application by defining various roles and rules of the approval server.
• Extensively involved in the customization of Remedy Helpdesk Application 7.0 for the support center department.
• Involved in Installing and Configuring CMDB 2.0.
• Involved in SRM application development and supporting the application. Configured different approval rules and roles for the current setup.
• Involved in migration of definitions and data using Remedy Migrator 6.x, import, export tools, from development to production system.
• 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.
• Involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the applications.
• Involved in implementation of Remedy Flashboards for various SLA, CTID problem ticket statistics.
• Involved in the development of web interface using Remedy Mid-tier.
• Developed various monthly and SLA reports using Crystal Reports.
• Actively participated as team member in planning, designing and implementing change management and asset management modules.
• Customized Remedy Change Management using Remedy workflow objects such as forms, active links, active link guides, filters, filter guides and escalations.
• Involved in Data Migration from Remedy 7.x to 7.6.04
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework
• Documentation of URS (User requirement Specification), FRS (Functional Requirement Specification) and Validation Test Script.

Environment: Remedy ARS 7.6.4, CMDB 7.6.4 Patch 2, Change Management 7.6.4, Asset Management 7.6.4 on Windows7, Business Objects X, Visio and Oracle database.

Confidential, Atlanta, GA

Sr. Remedy 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.
• Involved in Installing and Configuring ITSM 7.5
• Installed, maintained, patched and monitored Remedy ARS to ensure the smooth operation of the Remedy applications. 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.
• Working for Help desk, Change and Asset Management Applications.
• Involved in installing and configuring CMDB 2.0
• Involved in the development of web interface using Remedy Mid-tier web services consumed in .Net environment using C# and XML Schemas.
• 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 upgrading Remedy system from ARS 6.0.1 to ARS 7.6x
• Involved in upgrading the ITSM suite from 6.0 to 7.6
• Also provided production support for Help desk, Change and Asset management applications.
• Identified and defined new CIs in BMC Atrium CMDB.
• Created the BMC.ADDM dataset
• Involved in merging BMC.ADDM dataset with BMC.ASSET and also Integration Mapping.
• Also used Master AR Suite software for analyzing the Remedy workflow and documentation purposes.
• Involved in migration of definitions and data using Remedy Migrator 6.x, import, export tools, from development to production system.
• Involved in Implementing CMDB 1.0/2.0 by entering data piece by piece and laying the foundation that the program will run on.
• 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 C Remedy APIs.
• Also involved in the implementation of high availability system using hot backups and archiving the data using SQL Server scheduled jobs.

Environment: Remedy ARS 7.6/7.0, Remedy ARS (7.6 and 7.x), Change management (7.5), Asset management, (7.5), Remedy Migrator 6.3, ADDM 7.6, SLA, Problem Management, Remedy Import, CMDB 2.0 Windows 2003/XP, Oracle 9i, Crystal Reports, UNIX Solaris 2.8, .Net, XML, C#, ADO.NET, IIS, MSMQ, TOAD

Confidential, IL

Sr Remedy Developer

Responsibilities:

• Installed and Configured Remedy Action Request System 7.5, Remedy Asset Management (7.6x), and Remedy Change Management (7.6x).
• Involved in Installing and Configuring ITSM 7.6
• Installed, maintained, patched and monitored Remedy ARS to ensure the smooth operation of the Remedy applications used Confidential IADB.
• Involved in upgrading Remedy system from ARS 6.3 to ARS 7.5.
• 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.
• 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 6.3 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.
• Extensively involved in the customization of Remedy Helpdesk Application 7x for the support center department.
• 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.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e Incident and Change Management.
• 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 migration of definitions and data using Remedy Migrator 7.x, import, export tools, from development to production system.

Environment: Remedy ARS 7.6x/6.x, Remedy Migrator 7.x, ADDM 7.6, Remedy Import 7.x/6.x, Remedy Helpdesk Application 7.x, BMC CMDB, SRM2.2, C#, C++, Windows 2003/XP, MS SQL Server 2005/2008, Crystal Reports 9.x, .Net, XML.

Confidential, Plano, TX

Remedy Admin/ITSM Remedy Developer

Responsibilities:

• Requirement Gathering, Analysis and Evaluation.
• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices. Executed validation scripts.
• Installing, Customizing and Configuring Remedy Server 6.x/7.x and ITSM 7.0 migrating data to the new environment.
• 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 CRS application by defining various roles and rules of the approval server.
• Extensively involved in the customization of Remedy Helpdesk Application 7.0 for the support center department.
• Involved in Installing and Configuring CMDB 2.0.
• Involved in SRM application development and supporting the application. Configured different approval rules and roles for the current setup.
• Involved in migration of definitions and data using Remedy Migrator 6.x, import, export tools, from development to production system.
• 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
• Involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the applications.
• Involved in implementation of Remedy Flashboards for various SLA, CTID problem ticket statistics.
• Involved in the development of web interface using Remedy Mid-tier.
• Developed various monthly and SLA reports using Crystal Reports.
• Actively participated as team member in planning, designing and implementing change management and asset management modules.
• Customized Remedy Change Management using Remedy workflow objects such as forms, active links, active link guides, filters, filter guides and escalations.
• Involved in Data Migration from Remedy 6.x to 7.x
• Created various Crystal Reports such as Monthly reports, SLA reports etc., on Demand as well as Scheduled reports
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework
• Documentation of URS (User requirement Specification), FRS (Functional Requirement Specification) and Validation Test Script.

Environment: Remedy ARS (7.5x and 6.x), Change management (6.x), Asset management, (6.x), Remedy Migrator 6.3, SLA, Problem Management, Remedy Import, UNIX, Oracle 9i, Crystal Reports, .Net, XML, C#, ADO.NET, IIS, MSMQ, TOAD.

Confidential, Houston, TX

Remedy Developer / ITSM Consultant

Responsibilities:

• Worked with the end clients in gathering the Business requirements.
• Involved in Design & Analysis of the Customer Specifications, Development and Customization of the Application.
• Involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in migration of definitions and data using Remedy Migrator 6.0.3, import, export tools, from development to acceptance and production system.
• Worked on developing an application to integrate the Remedy Web services with MSMQ.
• Involved in converting the Macros into Active Links.
• Worked with JDBC Connection statements.
• Worked with .Net & C APIs to Integrate the Remedy Web services with MSMQ.
• Involved in working with CMDB 1.1

Environment: Remedy ARS 6.3, Remedy Migrator 6.3, Remedy Import, CMDB 1.1, Windows 2003/XP, Unix, Oracle 9i, JDBC, .Net, XML, C#, ADO.NET, IIS, MSMQ, TOAD.

Confidential, Austin, TX

Remedy Developer/Admin

Responsibilities:

• Involved in Collection, Design & Analysis of the Customer Specifications, Development and Customization of the Application.
• Extensively involved in creating Remedy Forms, Active Links, Filter Guides.
• Involved in the development of ‘Network Troubleshoot Toolkit’ and is being implemented in C language using SNMP calls to the appropriate CMTS, CMs and the routers and the troubleshoot information is provided back to the TMS through C Remedy API interface.
• Involved in the customization of Remedy ITSM Help Desk application.
• Involved in implementation of Remedy Flashboards for various SLA, CTID problem ticket statistics.
• Also used Remedy Master ARSuite software for analyzing the Remedy workflow and documentation purposes.
• Involved in upgrading Remedy system from ARS 4.5.7 to ARS 5.0.1 version.
• 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 C Remedy APIs.
• Developed various monthly and SLA reports using Crystal Reports.
• Developed SQL stored procedures for data manipulation and querying data.
• Developed Role base Security to authorize the request member to a specific Role.
• Created Tables, Indexes for performance improvement and also rewrote stored procedures to increase performance.
• Created user defined functions for String Manipulations and for formatting dates etc.

Environment: Remedy AR System Software 5.x, Master ARSuite Tools, C, C++, UNIX Solaris 2.8, SQLPlus, PL/SQL, Oracle 9.x, Java, XML, JSP.

Confidential

Remedy Administrator

Responsibilities:

• 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.
• Deployed all of the developed internal applications on the web using Remedy 6.3 Mid tier and integrating with Alarm Point Systems.
• 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.
• Created various reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports using SQL Server Reporting Services (SSRS).
• Identified and defined new CIs in BMC Atrium CMDB.
• Redesigned all escalations and offloaded them from escalation process to filters and implemented separate windows service application runs automatically every 2 mins interval to run batch processes.
• Extensively involved in the customization of Remedy Helpdesk Application 5.6 for the support center department.
• Designed and deployed integration of Change Management with Asset Management and Alarm Point Systems using ITIL best practice and framework
• 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 7.x and 6.x, Remedy Migrator 5.x, Remedy Import 7.x, Remedy Helpdesk Application 5.6, BMC Atrium CMDB, C#, C++, Windows 2000/XP, MS SQL Server 2005, SSRS, Crystal Reports 9.x, .Net, XML.