SUMMARY

• 8 years of diversified technical expertise for the effective development and system administration out of which 7+ years of BMC Remedy Action Request System (ARS) and their related support services. This includes design, development, testing, install, upgrade, implement, document, train and support of Remedy ARS 5.x/6.x/7.x and ITSM 5.x/6.x/7.xapplications.
• Familiarity and strong experience with BMC Remedy IT service Management suite 5.x/6.x/7.x.
• Good understanding and knowledge on BMC Remedy Atrium CMDB 2.x/7.x
• Extensive experience in designing, developing, configuring Remedy workflows using Filters, Escalations, Active links, Menus, Groups and Flashboards according to business requirements.
• Well experienced in installation, configuring, supporting and administering Remedy ITSM 5.x/6.x/7.x (Incident Management, Problem Management, Change Management, CMDB, SCCM, SRM, SLM, and Asset Management) suite.
• Excellent knowledge in implementing and decommissioning of Distributed Server Option (DSO) in Remedy action request system.
• Designed custom built Help Desk, Change Management and Asset Management modules based on user requirements.
• Involved in requirement analysis, Business analysis, Use Case analysis, change management and configuration management.
• Performed 3 BMC Remedy ITSM full life cycle implementations.
• Experienced in managing, administering and performance tuning of AR System version 5.x/6.x/7.x on different environment for production, test and development.
• Knowledge in BMC ADDM to discover physical and virtual Ipsx and Applications and relationships between them.
• Performed in various capacities from a technical lead to a developer, analyst, Tech support and QA Tester.
• Very strong in Client/Server Architecture, Relational Databases (RDBMS), Design and build the Remedy ARS applications.
• Highly skilled in analyzing and troubleshooting Remedy production issues using Remedy error, SQL, escalation and filter logs
• Proficient in Back - End Programming using Oracle, SQL Server and MS-Access for writing stored procedures, PL/SQL statements.
• Extensive Experience in developing reports using Crystal Reports tool and MS-Access.
• Strong development skills in Visual Basic 6.0, ASP, Java and JSP.
• Writing high level Test Plans and Test cases based on the baseline requirements.
• Experience on UNIX flavors like Sun Solaris 9.0, HP-UX 11.0 and AIX 4.3.2, Shell Scripting.
• An excellent team player with highly favorable interpersonal and Communication skills.
• Ability to quickly master new technologies and apply their full range of capabilities.
• Ability to work independently as well as in a team within time constraints and under minimum supervision.

TECHNICAL SKILLS:

Remedy Tools: Remedy Action Request System 7.x/6.x/5.x/4.x, RemedyMid-Tier 6.x/7.x on Web sphere, Remedy Migrator 5.x, Remedy APIs,Remedy Import 6.x, Remedy Approval Server 5.x, CMDB, MS Visio, SCCM,TCP/IP, XML, IIS, JavaScript, Crystal Reports 9.0, Mat lab, Mathematica,Tecplot, Auto CAD, ADDM.

Remedy Applications: Remedy Helpdesk Application 7.x, Remedy Change Management 7.xSLM 7.X, Remedy Asset Management6.x/7.x, Change Management 7.xIncident Management, Atrium Core 7.5, ADDM 8.3, SRM 2.2, CMDB 7.x.

Databases: Oracle 8.x/9i/10g/11i, SQL Server- 2000/2005/2008 , Sybase

Operating Systems: Windows - NT/ 97/98/2000/2003/2007/ XP, Unix-Sun Solaris, AIX.

Testing Tools: Quality Center, Load Runner, Test Director, Clear Quest

Reporting Tool: Crystal Reports, Cognos

PROFESSIONAL EXPERIENCE:

Confidential

SR Remedy Consultant

Responsibilities:

• Installing, Configuring CMDB and involved in building Reconciliation Rules, creating, running Jobs in RE Manager, working with classes and good knowledge of Common Data Model
• Involve in configuration of ITSM 7.x using the Application Administration Console for the different modules like Service Desk, Incident Management, Change Management, Asset Management and SLA Management.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Created join forms in order to combine the allocated assets and asset power circuits to extract the data from two forms and use that in the customized workflow process.
• Identified and defined new CIs in BMC Atrium CMDB..
• Involved in the project “Zero ticketing based system” and implemented the self-service console for users to manage the group membership, assignment rules, type/subtypes and SLA rules.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Involved in System test, Integration test and Regression test of projects.
• Extensively used AR Inside, AR Utilities, Abydos - tools used for debugging the issues.
• Testing existing functionality of various process flows after the Remedy Upgrade.
• Handling the production support, On Call support, deploy the Remedy as well as Java code to the production environments and reboot the web, application servers during every maintenance release.
• Involved in coordinating with off shore team and working with the end users.
• Analyzed and evaluated the requirements within ITIL framework and industry best practices.
• Created and configured the service requests in SRM module as per the customer requirements.
• Configured Remedy Action Request System 7.x, Remedy Asset Management (7.x) and Remedy Change Management (7.x).
• Involved in the various customizations of Asset Management module for the hardware Request Process, Asset Decommission process

Environment: BMC Remedy ITSM 7.6x/6.x, SLM 6.x/7.6x, SRM 6.x/7.6x,Change Management 6.x/7.6x, BMC Remedy Migrator, BMC Remedy Import 6.x/7.6x, Mid-Tier Version 6.x/7.6x, Remedy Helpdesk Application 6.x/7.x, ARS Perl and Unix Scripting, Windows 2003/SP2, Oracle 10.2.0.4.0 64 bi, Apache 2.0.59, Tomcat 5.5.28, JDK 1.6.0, Crystal Reports 9.x, CMDB 2.x, ADDM 8.3

Confidential, TX

Remedy/Administrator

Responsibilities:

• Extensively involved in delivering requirement analysis and design, implementations, upgrades, enhancements and customizations for Remedy ARS and ITSM based on the Remedy Action Request System and BMC Remedy’s suite of Enterprise products.
• Upgraded ARS from v6.3 to v7.6.
• Created service catalogs as part of SRM requirements
• Designed, developed and customized Remedy-based systems that align with Incident, Problem, Change, Service Request, Asset and Knowledge Management.
• Configuration of foundation data like location, support groups.
• Responsible for BMC Remedy Email engine installation and mailbox configuration.
• Import of CMDB data using ADDM tool for auto discovery of CI's and mapping the staging dataset to production golden dataset BMC.ASSET through normalization and reconciliation process
• Installation and configuration of BMC Atrium CMDB 7.5.
• Managed all Remedy application administration needs and provided application support to a large organization.
• Substantially reduced TCO (Total Cost of Ownership) by creating automated install scripts for all SQL/SCCM installs.
• Ongoing security patching of all SMS/SCCM servers
• Extensively worked on the pain areas where the end users were having frequent issues in accessing remedy applications and performance.
• Implemented the high performance tuning application that monitors the health of the system on daily basis, which updates the support analyst through email alerts when there is critical alarm raised on the system.
• Responsible for requirements gathering, Development, implementation, user Installation, training and system support for Remedy Action Request System. Projects have included: Analysis and design for a Security Access Request system using manager approvals
• Additional activities include working with external customers and providing all applicable documentation to meet both internal and external needs.
• Implemented SLM module with creating Service targets and Service level agreements.
• Quickly responded to system downtime to restore integrity and escalated severe issues to appropriate groups in a timely manner.
• Integration of Web based application for automated ticket creation in Incident Management through inbuilt HPD staging forms using remedy Web services.
• Performed advanced analysis, troubleshooting and testing of code changes
• Created and maintained technical documentation with respect to system design

Environment: Remedy ARS (7.x and 6.x), ITSM 7.6, Incident Management 7.6.4, Change Management 7.6.4, Problem Management, Asset Management, SLA, Remedy Migrator 7.0, Remedy Import, CMDB, ADDM, SCCM, Crystal Reports, TOAD, Windows 2007/XP, Oracle 10i.

Confidential, MI

Remedy Developer/Administrator

Responsibilities:

• Upgraded and configured AR Server & Mid-Tier from 6.3 to 7.5 and from 7.5 to 7.6.04
• Installed and upgraded Atrium CMDB from v 2.1 to Atrium Core 7.5 patch 4.
• Implemented the SRM 7.6.04 and integrated the same with ITSM Incident and Change management on the landscapes without any issues.
• IntegratedIncident Management with SAP systems by using Remedy web services
• Creating the roadmap for CMDB design, construction, population and reconciliation with other data sources, and modeling and designing the CMDB to meet the needs of business units across the Services organization
• Successfully impressed the IS/IT department managers with my diligent work and by accomplishing the tasks within the given timeline.
• Involved in Migration of application from ARS 6.X to ARS 7.5.
• Integrated with monitoring tools with custom built applications
• Extensively involved in the configuration of the ARS Remedy v.7.5 with up to date client foundational data, Auto-routing the Incident, Problem and Change tickets using "Assignment Engine 7.5" and "Approval Engine 7.5".
• Configured and updated Remedy Flashboards 7.5 for the client's COTS and custom applications using the Remedy utilities.
• Configured Remedy Email system 7.5 such that the customer ticket's status is notified through email notifications which are further routed to Microsoft Outlook 2007.
• Customized the OOB ITSM,Service Desk, Change Managementand Asset Management as per the company's business requirements.
• Deploying server side patches and software updates via SCCM.
• Maintaining the overall health of the SMS/SCCM infrastructure/servers
• Installed and configured Remedy 7.0, CMDB 2.0, and ITSM 7.0.
• Synchronized Acceptance and Production servers using Remedy Migrator, code move for enhancements and defect is done by using migrator tool.
• Worked on the performance of the application by adding indexes on commonly used fields and setting QBE match
• Involved in configuring AIE to automate batch jobs and updating Remedy User data base from the people tmp files.
• Created various Crystal Reports such as Monthly reports, SLA/SLM Reports etc., on Demand as well as Scheduled reports
• As an Admin, need to check the server performance, error logs, permissions, grant access and archiving the data.
• Worked with UAT team to prepare a user document and business process document for reference.

Environment: ARS Remedy 7.5/7.x, Service Desk 7.x, SRM 7.6, Asset Management 7.x, CMDB 7.5, Atrium Core 7.5 patch 4, Oracle 10g/11i, AIX, Migrator 7.x.

Confidential, AR

Remedy Developer

Responsibilities:

• Elicit requirements as per the business needs from Business Users; conduct project management tasks, tracking bugs and issues, liaison with various internal and external teams to communicate requirements.
• Liaison between the IT Team, sales, marketing, and strategic business unit (SBU) groups, UAT, SIT teams, usability groups, and various other teams.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides and Escalations for workflow.
• Created the CI's and configuring Relationships in Asset management - CMDB.
• Developed advanced customized workflows for custom built applications to meet the business requirements and maintain the applications stable.
• Involved in developing queries using PL/SQL statements to pull relevant data from Oracle 9i database tables.
• Involved in configuring Approval process in Change Management.
• Worked on Performance Tuning of the applications by removing the repetitive workflow, adding indexes and setting QBE Match to avoid server terminations.
• Customized OOB ITSM- Change Management application by changing approval Process based on business requirements.
• Involved in integration of Remedy with the ERP Databases to pull all the required Data and the related RMA's into Remedy Database using Java APIs.
• Installation of BMC Topology discovery tool and configured to integrate with BMC remedy ITSM CMDB Suite.
• Extensively worked on Crystal Reports for generating reports as per the user requirement
• Created and configured Service request processes for SRM module
• Worked extensively on Server log files to analyze problem root cause.
• Involved in different phases of testing like System Testing and UAT (User Acceptance Testing)
• Responsible for providing the excellent support for custom - built applications for approximately 200 concurrent users also maintaining a technical relationship with BMC Remedy with regards to requesting enhancements, license management, upgrades, Reporting and Bugs.
• Extensively involved in the requirements evaluation, documentation and analysis.
• Created Test cases and uploaded them to Quality center to execute them

Environment: Remedy 7.x / 6.x, ITSM 7.x, CMDB, Oracle10g, Sun Solaris 9, Remedy Import, Web Services, SOX compliance, Oracle 9i / 10g, Crystal Reports XI, CMDB 2.x, SRM 2.x

Confidential, Nashville, TN

Remedy Developer / Administrator

Responsibilities:

• Involved in the business analysis of the applications and finding common shared data between the applications implemented with new design to utilize centralized data and to make future applications much easier.
• 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.
• 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 Crystal Reports such as Monthly on Demand reports, Service Level Reports.
• Extensively involved in the customization of Remedy Helpdesk Application 4.x for the support center department.
• Created custom views for individuals in Remedy Helpdesk and Change Management.
• Involved in customization and upgrading Remedy system from ARS 4.5.7 to ARS 5.x.
• Involved in migration of definitions and data using Remedy Migrator 5.x, import, export tools, from development to production system.
• Installing and administering web and applications servers like Tomcat, Apache and Microsoft IIS.
• Customizing the web views using the inbuilt CSS scripts.
• Developed Test Plan and Test Cases for System Testing and UAT
• Created manuals and Documentation for user reference.

Environment: Remedy ARS 5.x, Remedy Migrator 5.x, Remedy Import 4.x, Remedy Helpdesk Application 5.x, .Net, C#, Windows 2000/XP, MS SQL Server 2000, Crystal Reports 9.x, .Net, XML.

Confidential

Programmer / Analyst

Responsibilities:

• Bills payable system transformed the paper based bills payable system to an efficient electronic workflow. This system handled the employee bills pay roll handling for weekly and monthly salary. This system processed the bills payable in minutes vs. days. Also it provided the salary data to the employees in a timely and efficient manner and increased the productivity and reduced the cost of manual data entry.
• Worked as software developer responsible for development of forms using visual basic.net.
• Worked as lead developer for one of the implementation module.
• Coded business logic using C#.
• Designed the database for this application which stores the employee detail and supports the reporting.
• Created controls from the forms to generate the payable bills for weekly and monthly salaried employees, payments for contractors and consultants.

Environment: VB.NET, C#, SQL Server 2000.