SUMMARY:

• Overall 7 years of professional IT experience and 4+ years of experience in Service - Now platform/ Remedy as both Developer and Administrator.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Experienced in all phases of Software Development Life Cycle (SDLC), quality management systems and project life cycle processes.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Extensive knowledge of Remedy workflow such as Request Forms, Active Links, Filters, Active Link and Filter Guides and Escalations.
• Configuration Development and development of Requirement Integration components (SSO, LDAP)
• Contribute technical expertise for projects to upgrade/replace any of the systems included in the Mobility Environment or new/upcoming mobile technologies.
• Maintains knowledge of current and emerging mobility trends (specifically with mobile devices) in the industry.
• Installed MID Servers on remote desktop and conducted tests required for Discovery.
• Extensively Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Responsible for the creation of MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in configuring / maintaining / customizing ITSM 5.5 / 6.0 /7.x/7.6.x.
• Experience in performance tuning of Remedy and Service-Now Setups.
• Experience in upgrading of ITSM suite from 5.5 to 6.0 and 6.0 to 7.x
• Experience in setting up of CMDB 2.x/7.x.
• Enhanced the existing LDAP integration and modified business rules.
• Experience in working with Service Now versions-Helsinki, Fuji, Eureka
• Experience in web development and application development using HTML, JavaScript, Ajax and CSS, J2EE.
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement and Service Request Management.
• Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Good Knowledge of ITIL and ITSM best practices.
• Remedy Specialty areas using ITIL best practices - Incident/Problem Management, Change Management, Asset Management, and SLA.
• Excellent team member with a strong ability to lead and balance multi-project workload.
• Good understanding of Remedy Mid-tier system and Web Services.
• Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Business Continuity Plan / Disaster Recovery Plan has been an innovative setup after understanding the criticality and 24X7X365 availability of the team. This included lot of wisdom on ITIL like BIA, ITSCM, Maintenance and Monitoring, etc.
• Experience in Remedy Based Java API/Web Services development & LDAP Integrations.
• Good knowledge & experience on Agile/scrum projects and knowledge on building Remedy foundation data .
• Ability to map data between Atrium CMDB and different data sources using BMC Atrium Integrator
• Experience on data modeling and loading into CMDB
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Good communication, analytical, leadership and project management skills.

TECHNICAL SKILLS:

Remedy and Service-Now Tools: Remedy ARS 7.6.x/7.x/6.x, Service-Now, Helsinki, LDAP, Help Desk 7.5x/7.X/6.x/5.x, Change Management 7.5x/6.x/5.x, Asset Management 7.5x/6.x/5.x, S Help Desk 7.5.x/7.x/6.x,, SRM 7.x, ITSM 8.1/7.6.x/6.x, CMDB 2.x/7.x, Service Level Agreement 7.x, Mid-Tier Remedy, Remedy Migrator 7.x, Remedy Import 7.x, Remedy AR Suite, Remedy Approval Server Service Level Agreement7.x, Knowledge Management and Document Management.

Operating Systems: UNIX, AIX, Windows NT/98, Windows XP/7/8.

Languages: C, C++, PL/SQL, XML, HTML, CSS, AJAX, and Java Script.

Databases: Oracle, MS SQL Server, MS Access.

Reporting Tools: Crystal Reports, SQL Server Reporting Services and Data Reports, Business Intelligence and Reporting Tool (BIRT).

PROFESSIONAL EXPERIENCE:

Confidential, Omaha, NE

Service-Now Developer/Admin

Responsibilities:

• Indulged in update set tracking and export/import both in FUJI and Eureka versions.
• As a part of up gradation started working on Service now -Helsinki Version.
• Workflow management - Created Workflows, Sub flows and Tables.
• Managed inbound and outbound notifications in Fuji and Eureka.
• Managing Email notifications through Tables and Workflows.
• Advanced Schedule jobs and Business rule creation.
• Created Catalog Requests and record producers.
• Experience in Email Integration, LDAP integration, external Web Services Integration (both SOAP based and REST based) in Service Now.
• Created new Business Rules/Script Includes/Client catalog script/Client Script Using Web Technologies such as Java Script, HTML, & CSS.
• Worked on DISCOVERY and set up mid servers and check for the connectivity, Became an expert in troubleshooting Discovery tool.
• Responsible for the creation of MID Server and setting up Discovery Schedule to discover the infrastructure and their relationships.
• Created and managed SLA definitions for different Service Groups.
• Worked on the Dynamic content page for the overall project. Content Management in this case the primary focus was on service now.
• Enhanced the existing LDAP integration and modified business rules.
• Extensively Implemented Service Now process of implementation for Incident Management, Problem Management, Change Management, Asset Management, Service Request Management (Service-Catalog).
• Created Business rules supporting various email, notifications and also tables.
• Unit testing for all the use cases and Functional requirements put forward for the project in Fuji and Eureka.
• Exporting and Importing tables, workflows, update sets data from one instance to the other.
• Created roles, views and user groups pertaining to the use cases.
• Worked on establishing Links to knowledge based articles on Fuji and Eureka.
• Wrote Jelly Scripts for all the notifications, Content Management and also business rules.

Environment: Service-Now-Helsinki, Fuji, Eureka versions, Workflows, Sub flows, Catalogs, CMDB, Glide Script & Client Script.

Confidential, Keller, TX

Service-Now Developer/Admin

Responsibilities:

• Creation of Incidents and Service Requests for the supported applications, first point analysis on tickets and assigning them to L2/L3/other service lines based on the scope.
• Tracking of Incident from Opening to Closure, with timely communication to business.
• Communication with Business Clients and first point of contact/interface for application issues and outages between Business and Technology Team.
• Creation and Estimation of efforts for software change requests or enhancements.
• Team Progress Tracking.
• Incident Management and Problem Management activities.
• Reviewing SLA performance and recommend corrective action.
• Working with Discovery tools to discover and Import Configuration items into Remedy CMDB.
• To follow up on escalations and issues with clients and management.
• Prepare Outage reports.
• Performing and communicating Daily health checks to Management across Clients.
• Publishing new incidents in the Problem Management report and updating the same in Known Error Database and Root Cause Analysis report.

Environment: Service-Now, Remedy ARS 8.x/7.x, Remedy ITSM 8.1, Remedy Migrator 7.6, Remedy Data Import 8.1, Crystal reports 2008/9.x, BIRT 2.5.1, SRM 7.6, MS SQL server 2008.

Confidential, Marlborough, MA

Remedy Developer / Administrator

Responsibilities:

• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Installed and Configured ARS Remedy 7.5 and 7.6.04 and ITSM Suite 7.5 and 7.6.04
• Involved in upgrading Remedy system from ARS 7.5 to ARS 7.6, ITSM suite from 7.5 to 7.6 and SRM from 2.2 to 7.6.
• Extensively involved in the customization of Remedy Helpdesk Application for the support center department.
• Designed and deployed integration of SRM and Work Orders with Asset Management to create products from the software requests.
• Customized SRM according to the client’s requirements and Configure with respect to backend applications i.e. Incident and Work Order Management.
• Installation and Configuring CMDB 7.6 and involved in building Creating and Running AIE Exchanges, Jobs, working with classes.
• Involved in the development of Web Services in Remedy to integrate with external systems like ESM, SMART, Web Bar and Emurald.
• Involved in development and support of custom built applications for approximately 500 users also maintaining a technical relationship with BMC Remedy with regards to requesting enhancements, license management, upgrades, Reporting and Bugs.
• 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 7.x mid- tier.
• Created various Crystal Reports such as Monthly reports, SLA Reports, on Demand as well as Scheduled reports.
• 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 System test, Integration test and Regression test.
• 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 View and Vendor forms.

Environment: Remedy AR System 6.x, 7.x, Remedy ITSM 5.5/6.0/7.x, CMDB, Master AR Suite Tools, C, Oracle 10g,11g, Crystal Reports 9.x, Java, XML, JSP, SRM 2.2/7.6, SLM 7.x.

Confidential, Houston, TX

PL/SQL/Report Developer

Responsibilities:

• Coordinate with the application team (Java developers) to provide them with the necessary Stored Procedures, functions and packages (Stored Procedures, Functions, Cursors, Ref cursor) and the necessary insight into the data.
• Resolved functional issues in business processes through enhancements.
• Converted business logics to logical and then physical design of database systems.
• Performed tuning and optimization on SQL queries using analyze, explain plan, TKPROF utility, SQL Trace and optimizer hints.
• Extensively used SQL*Loader to load data from flat files obtained from various facilities every day.
• Generated server side PL/SQL scripts for data manipulation and validation and created various materialized views, global temporary table.
• Generated scripts for creation of new database objects like tables, views, sequences, functions, synonyms, indexes, triggers, packages, Stored Procedures, roles and granting privileges.
• Handled PL/SQL compile-time, runtime errors, and debugging Stored Procedure for business logic modification, granting and revoking Schema Object privileges and roles, responding to system events through triggers.
• Used nested tables, varrays/associative arrays, string indexed, nested collections; wrote PL/SQL programs using collections and compared associative arrays to collections.
• Responsible for gathering the requirements for creating data models for data analysis and reporting.
• Developed cross tab reports, sub reports by using Crystal Reports version XI.
• Performed integration testing for checking complete functionality of various modules.
• Participated in daily status meeting to report any bugs, issues and risks.
• Provided 24*7 production supports for complex modules.

Environment: Oracle 10g, SQL*Loader, TOAD, PL/SQL, SQL*Plus, ERwin, Crystal Reports XI, SQL Server 2005, APEX, UNIX, Clear Case (Version Control), Clear Quest, Windows 2000/XP

Confidential

PL/SQL Developer

Responsibilities:

• Developed PL/SQL Packages, Procedures and Functions for Various Extract Process run through UNIX Jobs.
• Coded PL/SQL Packages and Procedures using Bulk Binding, for all Statements, DynamicSQL and Cursor Variables.
• Tuned PL/SQL Packages and Procedure to manipulate large no of data using collections like nested tables and arrays.
• Tuned Large Complex Queries and Improved Performance of PL/SQL procedures.
• Created Schema Objects like Tables, Views, Materialized views, Sequences, Constraints, and Indexes.
• Developed and Deployed Traders Oracle REPORTS in Oracle Application Server 9i.
• Generated Oracle FORMS and REPORTS using Designer 6i.
• Designed and Developed Reports using Oracle Discoverer 9i.
• Improved Performance of Discoverer Reports using Materialized views.
• Developed UNIX Shell Scripts for Autonomous Jobs.
• Experience in developing logical and physical database design, data modeling using Erwin.
• Provided Productions supports and ongoing user supports for the application.
• Designed Development Documentation and Support Documentations.

Environment: Oracle10g, Oracle FORMS/REPORTS (10g), Designer10g, TOAD, Oracle Application Server 9i and UNIX.