Remedy Developer Resume

SUMMARY

Having overall 7 years of industry experience in BMC Remedy 7.6, 8.1 Development, Admin and Support, Service now Admin.
Hands - on experience in ITSM 7.6, 8.1 customizations and implementations.
Manage customer support cases on a daily basis, including verifying cases, isolating and diagnosing the problem, and resolving the issue.
Ensure all issues are resolved or escalated to the vendor to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships.
Experience in debugging / troubleshooting issue.
Relational Database MS SQL and operation system Windows experience with in depth knowledge.
Proficiency in configuring Foundation Data.
Strong knowledge of ITSM, SLM, SRM, Email Engine, Approval Server and CMDB.
Basic Knowledge of AIE, AI and CMDB.
Good knowledge of Integrations of ITSM.
Deftness knowledge of AR Server installation, applying of patches, performance tuning of webs/apps servers.
Having knowledge of AREA SSO, LDAP Authentication methods in AR System.
Having knowledge of Approval Engine and Assignment Engine.
Having knowledge of Web Services, Consume and Publish web services in Remedy.
Have done integrations with third party tools with Remedy.
Involved in L3 Engineering and Development teams to troubleshoot issues, Bugs and providing updates.
Handling end to end Monthly Global ITSM Release activities in Short Maintenance Window (SMW).
Communicating with Testing Team to resolve bugs.
Excellent analysis skills and the ability to develop processes and methodologies.
Maintain the integrity of the tool(s) across production and non-production environments.
Assist in developing training documentation and help facilitate formal training sessions for medium to large groups of users.
Conducted various training sessions for team members and prepare knowledge article and standard operation procedure document on different-different topics for future perspective.
ITIL 2012 Certified (ITIL v3 update).

TECHNICAL SKILLS

Operating Systems: Windows

Software: BMC Remedy ARS 7.x & 8.1, MID-TIER 7.x & 8.1, Remedy Import tool and

DMT and BMC Migratory:

Databases: SQL, Oracle

Programming Languages: C, Pl/sql

PROFESSIONAL EXPERIENCE

Confidential

Remedy Developer

Responsibilities:

Integration between BMC Remedy and Service Now for Incident Management .
We have integrated BMC Remedy with Service Now with the help of Web Services to create/update incident in remedy.
In this Integration, Incidents will be created in Service Now and corresponding one incident will be created in Remedy and updates will be in sync from both the ends.
We have created one staging regular form on which we publish remedy web services and those web services will be consume by Service Now to create/update incident.
We have created some regular form on which we have configured data between remedy and service like urgency, status, status region….etc.
Prepared LLD (Low Level Design) Document that will be cover all the workflows and custom form.
Build workflows according to the LLD on Development Environment
Provide support to testing team at the time of UAT & PROD Testing.

Confidential

Remedy Developer

Responsibilities:

Done AD integration with Remedy 8.1
Worked On performance tuning of AR server at app, web server level.
Done email to ticket integration with remedy
Created AIF based Service requests.
Installed, configured and customized - Service Request Management. Creation of Templates, AOTs, PDTs and SRDs.
Worked related to remedy performance related issues.
Deployed Web Services Integration.
Working on day to day basics remedy issues as well.

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