SUMMARY

• Having 7+ years of IT industry experience with five years as a Remedy Developer.
• Good experience in Remedy (ARS 7.6, 7.5, 7.x, 6.x, 5.x) Development and Administration.
• Experience in SDLC (Software Development Life Cycle).
• Experience in, Master AR Suite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Experience in designing, developing, configuring, customizing & administrating ITSM suite of applications.
• Customized ITSM (5.x/6.x/7.x/7.5), Incident, Problem and Change Management modules based on user requirements.
• Good understanding of Asset Management, CMDB, Service level Agreement, Remedy Mid Tier, Web Services, Crystal Report.
• Hands on experience on Generating Crystal Reports and Remedy Reports.
• Experience in upgrading of ITSM suite from version 6.3 to 7.5.
• Experience in setting up of CMDB 1.1 and 2.0.
• Worked on Customization of SRM according to the client’s requirements and Configured with respect to backend applications i.e. Incident and Change Management.
• Good understanding of Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes.
• Expert knowledge in implementing Approval process for Change Management as well as Custom Applications.
• Strong working knowledge of Oracle (10g/9i/8i).
• Good Knowledge of ITIL and ITSM best practices.
• Very good written, verbal communication skills, excellent interpersonal skills, strong analytical and problem solving.

TECHNICAL SKILLS

Web Technologies: Java Script, VB Script, HTML, and XML

Languages: Visual Basic, PL/SQL, SQL, C.

Scripting Languages: Shell script, Perl.

GUI Tools: Remedy ARS 7.5/7.x/6.x/5.x/4.x, HD 7.x/6.x5.x/ CM7.x/6.x5.x/4.x, AM 7.x/6.x/5.x/4.x, SLA and SLM, Mid - Tier and Remedy Migrator 7.x / 6.x / 5.x, SRM-Service Request Management 7.6.x, CMDB.

Microsoft App: Access, Power Point, MS-Word, MS-Excel

Microsoft App: WebLogic8.1, Webpshere5.x/4.x. Apache Web Server and Tomcat 3.2.2

Database: Oracle (10g/9i/8i/), SQL Server 2005, Sybase, MS Access 9.0/10/11.

Operating Systems: UNIX, Windows NT, Windows 95/98/2000, MS, DOS

PROFESSIONAL EXPERIENCE

Confidential, VA

Remedy Developer/ Remedy Administrator

Responsibilities:

• Successfully Customized Change Management and Asset Management Applications.
• Successfully configured custom Approval Rules.
• Involved in setting up of the CMDB 7.5
• Successfully created new Web services for Change Management and Asset Management modules to Integrate with third party applications.
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework.
• Successfully loaded all the ITSM 7.1 data into ITSM 7.6 with the help of Atrium Integration Engine and BMC Remedy migator Tool.
• Worked on writing test scripts and was responsible for System test plan execution & User acceptance tests (UAT).
• Created attributes and datasets in CMDB and used reconciliation engine to identify, compare and merge datasets from external data sources into CMDB.
• Successfully implemented LDAP Autantication for the customers using out of the box area LDAP plug-in.

Environment: CMDB 7.6.x, ITSM 7.6.x, ARS 7.6.x, AREA LDAP Running on Linux using Oracle.

Confidential, Denver

Remedy Developer/ Remedy Administrator.

Responsibilities:

• Successfully implemented Incident management module’s migration from 7.1 to 7.5 patch 1.
• Involved in the design, development, configuration, documentation, administration and troubleshooting of Remedy incident management module.
• Migrated the data using BMC Remedy Migrator.
• Involved testing functionality after migration.
• Designed and tweaked implemented ITSM Application to the improve to performance.
• Installed and Configured Action Request System 7.5, Remedy Asset Management 7.5,Remedy Change Management 7.5.
• Involved in the Migration of ITSM applications from 7.1 to 7.5.
• Integrated with ITSM Modules i.e. Incident Management, Change Management, Asset Management, Approval Server with 3rd party applications.
• Upgraded the existing applications from ITSM 7.1 to 7.5.
• Implemented Remedy Mid-Tier 7.5, with customized auto-assignment of tickets from end user web submissions
• Provided internal customer support.
• Customized the Incident Management application by developing workflow.
• Analyzed and tuned the ITSM applications by adding indexes on commonly used fields and setting QBE match where ever it’s required.
• Created various Crystal Reports such as Monthly reports, SLA/SLM Reports etc., on Demand as well as Scheduled reports
• Involved in the migration of definitions and data using BMC Remedy Migrator 7.5 from development to production system.

Environment: ARS Remedy 7.5/7.x, SRM 2.2, SLA, Change Management 7.x, Asset Management 7.x, Incident Management 7.x, CMDB 7.x, SQL Server 2005, Microsoft Windows 2003, Migrator 7.x, Data Import Tool

Confidential, SC

Remedy Developer /Remedy Administrator

Responsibilities:

• Involved in the design, development, migration, documentation configuration, administration and troubleshooting of BMC Remedy incident management module.
• Customized the web interface and web views of Incident & Change Management Forms.
• Installed and Configured Action Request System 7.x, Remedy Asset Management 7.x, Remedy incident Management 7.x with Alarm Point Systems.
• Involved in the Migration of ITSM applications from ITSM 6.X to s 7.X.
• Used AIE to import data in to CMDB classes and relationship classes from 20 data sources.
• Involved in installing, configuring and setting up of data in CMDB 1.1 and 2.0.
• Involved in developing new Applications using Web services.
• Configured Mid-Tier, Change Management and incident management module.
• Upgraded the existing applications from ITSM 6.x to 7.x.
• Involved in the Testing of change management, Problem Management and Asset Management module.
• Implemented Remedy Mid-Tier 7.x, with customized auto-assignment of tickets from end user web submissions.
• Provided internal customer support.
• Customized the Incident Management application by developing workflow.
• Analyzed and tuned the ITSM applications by adding indexes on commonly used fields and setting QBE match where ever it’s required.
• Involved in developing Perl, Shell scripts to automate batch jobs and updating Remedy User data base from the external databases.
• Created various Crystal Reports such as Monthly reports, SLA/SLM Reports etc., on Demand as well as Scheduled reports.
• Involved in the migration of definitions and data using BMC Remedy Migrator 7.x from development to production system.

Environment: ARS Remedy 7.x, SRM 2.2, SLA 7.x, Change Management 7.x, Asset Management 7.x, Incident Management 7.x, CMDB 2.1, Oracle 10g, Unix, Master AR Suite 7.1, Migrator 7.x, Data Import Tool.

Confidential, NJ

Remedy Developer/Administrator

Responsibilities:

• Involved in the installation configuration of Remedy Action Request System 6.x, BMC Remedy Migrator and Flashboards 2.0 on Oracle Database.
• Integrated and mapped the external databases to Remedy Applications using View form and Vendor Form- new features of Remedy 5.0.
• Enhanced / customized the out-of-the-box application by designing new workflow - using Active Links, Filters and Escalations - to meet the requirements of the Users.
• Migrated the data using BMC Remedy Migrator during the deployment of the system to new production server.
• Performed System testing on development and Production Servers.
• Designed and developed reports using crystal reports.
• Developed applications using third party tools like JAVA, XML SOAP Web Services & JAVA/Perl API.
• Involved in publishing report from the web Using Crystal Enterprise Manager.

Environment: Remedy ARS Server 6.x /5.x, Help Desk Asset Management, Service Level Management, Oracle 8.x and Windows NT 4.0.

Confidential

Web Operations Administrator

Responsibilities:

• Performed J2EE application deployment and administration including JAR, WAR, and EAR files.
• Developed and maintained Shell scripts dat facilitate the Administration of BEA Web logic 9.x.
• Involved in Performance tuning of Web logic server with respect to heap sizes, threads and connection pools.
• Troubleshoot Web logic Server connection pooling and connection manager.
• Installed and configured Apache and Sun ONE (iplanet) Web Server.
• Working knowledge of JBOSS on UNIX, Linux and Windows.
• Configured and administered of JDBC, JMS, and JNDI in Web logic Server 8.x.
• Developed scripts for automatic startup and shutdown of Admin Server and Managed Servers.
• Strong knowledge of UNIX environment, review and modifications of UNIX scripts.
• Set up Web logic domain with a single Server instance for developers on their windows machines.
• Performed Web logic Application server administration tasks such as Deploying, clustering, monitoring and performance tuning.
• Provided 24/7 on-call production support.
• Provided support for teams in activities such as troubleshooting, and performance tuning.
• Involved in trouble shooting day-to-day problems of the applications.
• Configure Node manager for administering the Managed servers.

Environment: Oracle9i, Web logic Server 8.0, Ant 1.5.1, UNIX (HP-UX, Solaris)