BMC Remedy Configuration Engineer Resume

SUMMARY:

COMPUTER SKILLS:

MS Office (2003,2010,2013)

WORK EXPERIENCE:

Confidential

BMC Remedy Configuration Engineer

Responsibilities:

Designing, configuring, testing and documenting BMC IT service management Suite (Incident Management, Asset Management, Knowledge Management, problem Management, Configuration Management, Service Level Management & Operational Level Agreement)
Delivering IT Services Management (ITSM) solutions based on ITIL best practices that focused on people, process, and technology, organization and integration perspectives of providing business solutions within the IT infrastructure.
Troubleshooting BMC Service Desk and Configuration Management issues.
Engagement in user, system and support requirements gathering and analysis to provide design and architectural recommendations as it relates to Service Desk and Configuration Management applications.
Working on gathering, understanding and analyzing business requirements
Scheduling reports for customers and business owners
Development of existing reports
Managing Users and Groups
Setting Rights on Users, Groups and Objects
Assigning principals to an access control list for an object
Setting rights on a top-level folder in BI platform
Creating, deleting and renewing access levels

Assistant Customer Support Engineer

Confidential

Responsibilities:

Receiving tickets via the identified communication channels and recording all tickets on the Service Desk tool (Remedy)
Validating service entitlements.
Functional escalation of tickets to the appropriate support group
Providing feedback to the requesters with ticket’s status update.
Providing call-out services for the tickets received outside prime shift and within the “Call Handling” service window.
Providing periodical reports to the customer’s IT management and relevant support groups.
Creating and following up tickets related to 3rd parties and vendors on behalf of the customer.
Providing remote scripted support to the incidents related to desktop operating system,standard software, and office automation software.
Resolution of known errors.
Resetting password for end users on directory services and enterprise IT applications.
Assisting end users on “How To” questions related to e-mail, office automation software,etc.
Executing end users’ access requests on directory services and enterprise IT applications (Remedy, Active Directory, Exchange, VPN, Lync, Access Control, etc.) according to the customer’s policies and procedures.

Confidential

Technical Support Advisory

Responsibilities:

Confidential

Providing technical support

Responsibilities: