SUMMARY

• Over 8 Plus years of software analysis, design, development and test experience which includes 5 years of development experience with Remedy ARS 5.x/6.x/7.x
• Excellent experience in developing and customization of Help Desk, Asset Management, Change Management, Flashboards, Service Level Agreement (SLA), Service Request Management modules for Remedy IT service management 5.x/6.x/7.x.
• Extensive knowledge in designing, configuring Filters, Escalations, Active links, Menus and Flashboards according to business requirements.
• Development experience with migrator, analyzer, documenter, flashboard, editor, navigator and Remedy Developer Plus.
• Extensive experience in extracting data from various databases like Oracle, and SQL.
• Proven experience in System Administration, Server Configurations & Trouble shooting of Windows & Linux Servers
• Generated various Web Intelligence, Desktop Intelligence reports in Business Objects based on user requirements.
• Excellent Communication skills and good team player.

TECHNICAL SKILLS:

Remedy Tools: ARS 5.x/6.x/7.x, ITSM 5.x/6.x/7.x, CMDB 1.0/2.0/7.5, Asset Management Change Management, Help Desk, SLM, Remedy Flash Boards, ITSM Suite 4.x, 5.x, 6.x and 7.x.

Languages: HTML, DHTML, XML, SQL, PL/SQL, CGI/Perl, C++.

Databases: Oracle 8.x/9i, MS SQL Server 7.0/2000/2005, MS Access

Operating Systems: MS - DOS 6.x, WINDOWS 95/98/2000/NT/2003, LINUX.

Office tools: MS Office 97/2000/2003, WordPerfect, Visio

Reporting Tool: Seagate Crystal Reports 8.0/8.5, Business Objects Crystal Reports XI

PROFESSIONAL EXPERIENCE:

Confidential, Provo, UT

Remedy developer

Responsibilities:

• Assigned as a Primary Developer to a Migration project.
• Involved in Project planning and estimations.
• Attended customer meetings to understand their requirement on technical front.
• Participated in Design Reviews, development, testing and migration activities and prepared implementation documents.
• Demonstrated ability to work with cross-functional teams.
• Coordinated with onsite and offshore team as a Lead Developer.
• Migrated all the custom workflows and related data to an existing ITSM System from a custom built application using Remedy Migrator.
• Configured web services after migrating to new environment and tested the connectivity with all existing interfaces.
• Worked closely with the testing team and fixed all the issues.
• Prepared study documents to educate the users on how to use the old systems from a new environment.
• Upgraded all the existing servers to 7.6.04 version on cloud environment.

Environment: BMC Remedy ARS 7.6.04, BMC Remedy ITSM 7.6.04, SQL Server 2005, Windows 2003.

Confidential, Columbus

Remedy Analyst/Developer

Responsibilities:

• Designed, Developed and configured several new Service Request Processes in BMC Remedy SRM 7.6.04
• Created and Configured various kind of SRD’s, PDT’s, AOT’s and WOT’s based upon the Service requirements of the client.
• Designed and created service processes to create Incident, Work Order and Change Management requests.
• Involved in creating various Incident, Change and Work Order templates Support Groups, Operational Catalog.
• Configured various processes to drive the Approvals in SRM 7.6.04.
• Created and designed Advance interface forms(AIF) for new services request.
• Configure approvals and assignments for SRM
• Configuring Approval process and Mappings.
• Identifying and configure roles associated with SRM.
• Standard Interface Form (SIF) used for new services request.
• Used BMC Remedy Migrator to move the modified/newly developed forms and workflows in between the environments

Environment: BMC Remedy ARS 7.6.04, BMC Remedy ITSM 7.6.04, Service Request Management 7.6.04, SQL Server 2005, Windows 2003.

Confidential, Hudson, OH

Remedy Analyst/Developer

Responsibilities:

• Installed and configured ARS 7.5, Asset Management 7.5, Service Desk 7.5 (i.e. IncidentManagement & Problem Management), Change Management 7.5, Service Level Management 7.5 on Windows/SQL Server environment.
• Maintain a technical relationship with BMC Remedy and its support partners with regards to requesting enhancements, license management, reporting and tracking bugs, and planning upgrades.
• Participate in weekly business process meetings and provide guidance from technical andOperations standpoint.
• Improved the performance of the application by removing the repetitive workflow and adding indexes on fields which are used commonly, and made configuration changes.
• Used BMC Remedy Migrator to move the modified/newly developed forms and workflows in between the environments.
• Responsible for supporting and Developing various custom built ARS applications and for making modifications and enhancements to the existing system
• Experience with Web Services in publishing and consuming.
• Responsible for creating forms, Views and designed new workflow using Active links, Filters, Menus and Escalations.

Environment: Windows Server 2003, MS-SQL Server 2008, BMC Remedy 7.5 ITSM 7.0.03

Confidential, Tulsa, OK

Remedy Analyst/Administrator

Responsibilities:

• Installed and configured ARS 7.0.1, Asset Management 7.0.1, Service Desk 7.0.1 (i.e. Incident Management & Problem Management), Change Management 7.0.1, Service Level Management 7.0.1, Service Request Management 2.1 and CMDB 2.1 on Windows/SQL Server environment.
• Experience in implementing, using, modifying and supporting BMC’s ITSM suite.
• Experience with SRM (Service Request Management), CMDB Reconciliation and AIE (Atrium Integration Engine).
• Collaborated with organization wide team leads to fine-tune existing foundation data elements. This step is an important precursor for the client to start contemplating about Remedy 7.x upgrade.
• Designed and developed various new Service Request Processes using Advanced Interface Forms in the SRM 2.x environment.
• Maintain a technical relationship with BMC Remedy and its support partners with regards to requesting enhancements, license management, reporting and tracking bugs, and planning upgrades.
• Participate in weekly business process meetings and provide guidance from technical and operations standpoint.
• Added Business Value through recommendations and proposing solutions to optimize some of the key business processes.
• Extensive Knowledge Transfer to internal staff about ITSM applications and best coding standards in Remedy.

Environment: Windows Server 2003, SRM 2.x, MS-SQL Server 2005, BMC Remedy 7.1 ITSM 7.0.3

Confidential, PA

Remedy Developer/Administrator

Responsibilities:

• Developed enhancements to customapplicationused to track ofserver capacity planning,server provisioning,and financialcost andsavings. The application included tracking the fulfillment of servers across 14 procurement phases, including delivery and installation. This was used to deploy over 1500 servers annually.
• Developed enhancements toimprove the storagemanagement for provisioning of SAN, NAS, and DASD Storage across multiple Data Centers. This application was used to request over 1 terabyte of storage each month.
• Developed a View based on the Database table for tracking End-End Summary of a Request.
• Developed an Application for Tracking of Inventory (Check-in, Reserved, Checkout, EOL, Avaialble)
• Configured User Groups, Support Groups based on Different Business Groups, Business and Business Sectors.
• Created different types of Approvals as per Business Requirements.
• Developed Software Development Life Cycle (SDLC) Application for tracking the status of Developer’s work and the Phase.
• Provided mapping in WSDL’s between our application and external application.
• Developed WEB forms using JSP and integrating with Remedy.
• Designed Escalations to find whether the Email Engine is down or there are any Email Messages waiting in the queue and Notifying concerned departments.
• Designed Notifications that will be send, as per the approvals required by the concerned group.
• Developed Search menus as per the selection Criteria.
• Used HTML in Notification filters for sending in aTable format.
• Developed enhancements to generate Excel and Crystal reports formanaging Business SLA’s, Costs, and Savings.
• Developed Side by Side Charts, Stacked Bar Charts as per the Business in Crystal Reports.
• Participated in the development effort to regionalize the application for global roll-out into Europe, Asia, Latin America, and Japan.
• Developed and maintained CrystalReports for Senior Management used in weekly meetings.
• Developed import scripts forbulk uploading files into the application to save users time from manual entry.
• Created documentation and user guides for development projects.
• Worked with globally distributed teams for development and administration.
• Participate in project meetings for requests for enhancements.
• Coordination with other teams in developing applications on the Remedy platform.
• Provided second level support for 600+ application users.

Environment: ARS Server (6.3/7.1), Remedy Mid-Tier 7.1, Remedy Email-Engine (6.3/7.1), Remedy Import (6.3/7.1), Solaris 5.8,Oracle 9i/10g,Crystal Reports XI,Toad 9.5,SQL Developer 1.5.1.

Confidential

Remedy Developer/Administrator

Responsibilities:

• Upgraded AR Server & Mid-Tier from 5.x to 6.3
• Requirement gathering and analysis.
• Custom built Change Management from scratch as well Approval process.
• Worked on customization of Help Desk 5.x/6.x and built various applications from scratch.
• User requirements were met by enhancing and customizing the out-of-the-box application by designing new workflow using Active links, Filters, Menus and Escalations.
• Implemented SLA module to track efficiency of each group.
• Responsible for creation and maintaining of groups and permissions for users.
• Worked on the performance of the application by removing the repetitive workflow and adding indexes on field which are used commonly.
• Extensive system testing on both the development and testing servers and used Migrator to keep both servers in sync.
• Immense technical support provided.
• Trained users about the usability and the various processes in the system.
• Designed various crystal reports based on user requirement

Environment: Remedy ARS 5.x, 6.x,7.x, ITSM 6.x/7, Change Management & Help Desk, Oracle 9.2.04, Solaris 2.9, Migrator 5.x/6.x. and Crystal Reports 10

Confidential

Remedy Developer

Responsibilities:

• Customized Help Desk, Asset Management and Change Management modules according to business requirements.
• Consolidated ticketing system with using Action request System.
• Involved in support processes including the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records in Help Desk.
• Understood various financial transactions and use cases for the implementation of Remedy IT management software.
• Responsible for coordinating and ensuring the completion of implementation phases to include system/integration, performance, stress, customer and regression. Includes coordination with offsite and onsite resources.
• Managed resources to minimize the impact of change on the business by customizing Change management module.
• Developed filters on different databases like Oracle 8i and SQL Server 2000 on to Remedy forms.
• Involved in developing queries using PL/SQL statements to pull relevant data from Oracle 8i database tables.
• Developed Crystal Reports to link with the business system to generate different reports.
• Customized Asset Management and SLA to manage contracts to avoid penalties or duplicate payments for assets that are retired or contracts that have expired.
• Involved in different phases of testing like System and User Acceptance testing along with the testing team.
• Responsibilities also included coordinating User sign-off and User training.

Environment: Remedy IT service management 5.5, AR System Product Suite 4.x thru 5.1.2,VB.net, Java, Crystal Reports 8.5, XML, TIBCO, Windows XP, MS Visio, Oracle PL/SQL, SQL Server 2000, MS Excel.