SUMMARY:

• ITIL Foundations (2.0 & 3.0) Specialist and BMC Certified Remedy ITSM Administrator/Developer
• 10 years - BMC Remedy ITSM (Ver 6.0, 7.0 - 7.6.4 &, 9.1), Remedy Smart Reporting, Smart IT & My IT (Digital Work Place)
• 3 Years - Remedy ARS (Ver 4.0 - 5.0)
• Reports - Remedy Smart Reporting 9.1 & Crystal Reports, 6.0/7.0 & above
• Remedy WebServices
• Web Technologies - ASP.NET,, HTML & XML
• Web Servers - Tomcat Apache,, Internet Information Server, Front-Page Server Extension
• VB.Net, C, C++. Lotus Notes
• Database Servers - Oracle 10g and above, SQL Server 2000-2008, PL/SQL, 6.0, Sybase 12.5.3
• Operating Systems - Windows 10, 7, 2003-2008, XP Prof, Vista, Dos, Unix, Sun-Solaris, Shell Programming and Mainframes
• Microsoft Applications: Windows SharePoint Services 3.0, MOSS 2007, MS Office XP Professional - 2010
• QA: Manual Testing
• Network Tools - VPN, Citrix, Drift 2000, Winscp, Putty, Infra Active
• Industry Knowledge: Health Services, Consulting and Professional Services, IT, Telecommunications, Retail, Manufacture - Fertilizers
• Highly organised, focused and driven
• Strong communication and interpersonal skills
• Mature, self-motivated and dedicated professional

PROFESSIONAL EXPERIENCE:

Confidential, IOWA

BMC Remedy Smart Reporting Analyst & ITSM Administrator/Developer

Environment: BMC Remedy ITSM 9.1, Smart Reporting, Smart IT, My IT & Digital Work Place, CMDB, Windows 10, Citrix and SQL Server 2008.

Responsibilities:

• Customizing Remedy Smart IT and configuring/publishing My IT & Digital Work Place Service Catalogs/Workflows based on Users’ requirements
• Created Advanced Interface Forms for Service Requests and implemented the workflow process
• Prepared a process document on Platform vs full stack application upgrade and provided recommendations
• Created around 150 custom Reports and dashboards within Remedy Smart Reporting 9.1
• Created new Database Views as well as customized the Database Views, Table joins for Incident/Problem/Change/Asset/Work Order/Service Request and Service Level Management Applications
• Converted existing reports from BO Analytics into Remedy Smart Reporting
• Designed different Reports using drill-down, drill-through, drill anywhere and Co-Display types
• Analysing, validating and fixing the issues related to Reporting Data
• Design and implementation of Remedy Smart Report Dashboards, Charts and Storyboards.
• Managing the Broadcast scheduling of Smart Reports
• Designing KPI Reports within Remedy Smart Reporting
• Configured Surveys and customized Smart Reports related to Surveys
• Installation and configuration of Smart Reports and User Administration
• Administering and Importing/exporting of Smart Reports and Database Views from one environment to another.
• Designing Smart Reports using Sub-queries, Organization Reference Codes etc.
• Remedy ITSM administration and development via backend workflow operations/Server Objects such as overlays, Forms/Menus/activelinks/filters/guides/escalations/web services
• Configured SRDs, Process Definition, Application Object & fulfilment backend application Templates
• Performing Data Foundation Changes and importing external data into CMDB using Atrium Integrator Spoon
• Documenting internal processes and development procedures

Confidential, Dallas

Associate Operations Manager and BMC Remedy ITSM Administrator/Developer

Environment: s: BMC Remedy ITSM Suite 7.6.04 & 9.x, CMDB, Windows Server 2008, Citrix and SQL Server 2008.

Responsibilities:

• Administered, Configured & Customized BMC Remedy 7.6.04 Suite and Remedy 9.x.
• Imported external data into Atrium CMDB using Atrium IE, NE and Reconciliation Engines.
• Created and maintained Assets, CIs in CMDB.
• Developed and customized the Cystal Reports (7.6.04)
• Troubleshooting and anlyzing the root cause and fixing the issues
• Documented Functional & Technical Design requirements specifications and Test Cases for Remedy Application Integration with Service-Now Project and implemented a ‘Generic WSDL’ for BMC Client Management integration.
• Organizing and scheduling the tasks based on priorities and managing the work load
• Remedy Database monitoring and executing SQL queries, Liaising with the Database administration team to fix the performance issues.
• Customizing the Web-Service Workflows for the Remedy Integration with third-party applications.
• Customizing Business SLA Configurations, performing Data foundation Changes such as Prod Cats/Op Cats/People/Sites etc
• Supervising, administering and providing Level 2 & 3 Support for Remedy ITSM application 7.6.04, troubleshooting and fixing support related issues
• Monitoring the team work and coordinating with the support team members to get the requests/issues resolved on a priority basis.
• Working on Incident, Problem and Change tickets from initiation to closure
• Testing Firewall rules for Remedy mid-tier load balancer and applying Security Certificates
• Troubleshooting and fixing web service issues using SOAP UI and XML.
• Customizing Remedy back-end workflow using Forms, ActiveLinks, Filters, Menus, Web Services, Escalations etc
• Application Servers’ Maintenance & Performance Monitoring
• Requirements gathering and documenting the Design for Remedy integration with other applications such as SharePoint 7-Hub Portal etc
• Utilizing Scrum methodology in an agile environment and customizing/deploying the application Changes on a weekly basis
• Proposed innovations to the client with respect to Change Management Module in BMC Remedy Suite.
• Developed workflow for Remedy Integration with other Products/Interfaces such as BMC Client Management Tool (Radia replacement), Autosys, 7Access, Unisys and SRMS..
• Documented L3 Implementation Plan for the Production deployment of BCM (BMC Client Management) Project and Transition to Production Support (TTPS) to handover the Project to the Support Team.
• Documented the ‘Remedy Best Practices and Coding Standards’ for the Support team.
• Validating the Weekly/Monthly Status and Incident trend Reports
• Liaising with the Product Vendor, BMC for Product defects & enhancements

Confidential

BMC Remedy ITSM Administrator / Developer & Support Consultant

Environment: s: BMC Remedy ITSM Suite 7.6.04, Windows Server 2003 and SQL Server 2005.

Responsibilities:

• Prepared consolidated Requirements Specifications, Functional Design Specifications for Remedy ITSM 7.6.03 Non-Standard Service Requests ( Confidential )
• Documented the Test Cases and Work Instructions for ITSM Remedy Confidential
• Documented the Work Breakdown structure for developing Confidential
• Prepared the Test Cases for Service Level Agreements for Remedy ITSM 7.6.03 Incident Management
• Involved in testing the SLAs for Remedy Incident Management and reporting the defects for Remedy ITSM Service Request Management 7.6.03
• Created, updated Assets, CI classes and it relationships (Data Sets) using BMC Atrium CMDB
• Used Data Management tool to load/update the CIs into Product Catalogue
• Used BMC Atrium Integration Engine to integrate the data into BMC Atrium CMDB from the external sources
• Level 2 & 3 Supporting Remedy ITSM application 7.6.03, troubleshooting and fixing the issues related to Incidents, Service Requests, Work Orders, Change Requests, CIs &Asset records within the given SLA timings
• Performing Remedy ITSM Administrative functions such as Configuring application rules, People accounts, CIs, Product/Operational Categorizations, Group/individual assignments, Approvals, Notifications etc.
• Developing, implementing and customizing the Remedy workflow using the Remedy Developer Studio 7.6.03
• Involved in Remedy bugs fixing by working through the Problems, Work Orders and Change Requests and fixing the issues using the backend workflow
• Working on Task Group Templates and Work Order Templates
• Configuring and customizing the SRDs and Service Request Catalogue items
• Working on Service Requests and Work Orders
• Troubleshooting the ITSM Remedy configuration issues such as with Assignments, approvals (approval chains, approval mappings of the Service Requests/Work Orders), Change Request/Task ticket issues
• Resolving the Foundation Elements issues related to Support Groups, People, Locations, Sites and Product/Operation Catalogues.
• Configuring/updating the Application Templates, Assignment/approvals, Rules, AOTs, PDTs and SRDs
• Remedy Servers monitoring and the maintenance
• Got an appreciation from my Manager and the team members for my work performance
• Received pay rise twice within the first 1 and half years’ time period based on the strength of my performance.

Confidential

Senior Software Engineer and BMC Remedy ITSM Consultant

Environment: s: Remedy ITSM Suite 6.0-7.6.4 includes Incident/Problem/Change/Asset Management, Service Level Agreements, Service Request Management applications and Atrium CMDB, UNIX, Windows Server 2003 and Oracle 11.

Responsibilities:

• Providing Level 2 & 3 application Support for the customers
• Working on incident triage from initiation to closure
• Troubleshoot, debug & resolve Production application issues for Remedy ITSM Suite
• Contacting and following-up with the clients and BMC with regards to the issues and conducting WebEx to gather more details on issues
• Liaising with the Product Vendors (BMC) and Professional Services team and escalating the defects and enhancement requests
• Accessing users’ requests and providing the right permissions
• Maintaining and troubleshooting the application servers and the performance
• Performing daily Health checks for the application servers
• Data Configuration - CTIs, Company, Groups, Locations and People
• Product/Operational Categorizations, approval configurations
• Configuring Business rules
• Ensure optimal performance levels for the Remedy environments.
• Operational Monitoring
• Root Cause Analysis of the problems
• Liaising with the Project team to assist in detecting, analysing, troubleshooting, resolving the issues
• Raising and managing change tickets (along with the Tasks ) from initiation to closure and applying/implementing Changes/Upgrades/Modifications to the production Remedy system.
• Participating in weekly and fortnightly meetings
• Preparing weekly and monthly reports
• Handling the critical & interface issues effectively
• Adding/managing Remedy licenses
• Installed, Upgraded and Configured Remedy ITSM Suite
• Worked under pressure and resolved issues while complying with the SLAs
• Provided On-site, after-hours and 24/7 Remote support
• Developed, maintained and improved the internal support documentations and processes based on the ITIL framework.

Confidential

SharePoint Developer/ Administrator

Responsibilities:

• Customized the web pages using Designer 2007
• Installed, Configured Windows SharePoint Services.
• Established the connection to the SQL Server database and active directory
• Created custom web pages, lists and web part pages
• Added and edited web parts to the custom pages
• Maintained the document library and picture library
• Created user forums, blogs and wiki pages
• Automated Employee Leave forms using InfoPath designer tool and posted

Confidential

Software Developer & QA Engineer

Responsibilities:

• Developed several schemas, GUIs and menus
• Generated code using HTML
• Participated in preliminary discussion with the team