SUMMARY

• Over 8+ years of experience in Information Technology with 5+ years’ experience in Analysis, Design, Development, Management and implementation of various applications using Remedy AR System (8/7.x/6.x/5.x), ITSM Applications (5.5/6.0/7.0), Database Administration and Technical Support.
• Excellent communication, organizational, time management and support skills.
• Good Team spirit and organized working habits with a willingness to learn new concepts and ability to work individually and work as part of a team.
• Remedy Specialist with extensive experience in Analysis, Design, Development, Management and Implementation of various Applications using Remedy ARS and various intranet, client - server and web-based applications.
• Involved in several projects dealing with Customizing and Configuration of Remedy server and ITSM Applications (5.5/6.0/7.x/8) such as Remedy Service Desk 7.x, Change Management, Asset Management, Service Level Agreements and Custom Applications and Integrations using ARS Platform from various versions.
• Good understanding and hands on experience of Asset Management, Atrium ITIL CMDB, Service level Agreement, remedy Mid-Tier, web services and Crystal Reports.
• Hands on experience in Master AR Suite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience with generating various reports with Crystal Reports and SQL Server Reporting Services (SSRS).
• Developed Applications using AR System 4.x through 8.x such as Trouble Ticket Applications, Service Request Systems, Time Tracking Management, Knowledge Management Applications.
• Good knowledge and experience of ITIL and ITSM Best Practices through SDLC.
• Extensive knowledge on Remedy Workflow such as Forms, Active Links, Filters, Escalations, Active Link and Filter Guides.
• Proficient in Back-End Programming using Oracle, SQL Server and MS-Access for writing stored procedures, PL/SQL statements.
• Writing high-level Test Plans and Test cases based on the baseline requirements.
• Working in a team environment; meeting and exceeding customer expectations.
• Strong skills in Backend testing SQL Queries on Sybase and Oracle RDBMS
• Experience in Performance Tuning of Remedy Setups
• Performed various System Administration duties that include Installation of software and provide support for users applying patches to OS, troubleshooting Operating System.
• Good knowledge in Java, JDBC, XML and HTML.
• Experience in creating, running and troubleshooting UNIX shell scripts. Extensive knowledge in UNIX commands.
• Experience with HTML, CSS, Java script.
• Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.
• Experience in talking with clients, users and gathering requirements, test data.

TECHNICAL SKILLS

Tools: Remedy ARS 8/7.x,6.x, 5.x, Remedy ITSM Suite 7.x/6.x, Helpdesk 7.x, SLA 7.x, Change Management 7.x/6.x, Problem management, Asset Management 7.x, Mid-Tier 7.x/6.x, Atrium CMDB 1.x /2.x Remedy Flashboards, Crystal Reports, SSRS, Remedy Migrator 7.x/ 6.x.

Operating Systems: AIX, UNIX, Linux, Windows 2000/NT/XP.

Databases: Oracle 8i/9i/10g/11g, MS SQL Server2000/ 2005, IBM DB2, MS Access

Web servers: Tomcat7x, IBM Web Sphere 6.1, MS IIS 4.0, apache 2.0.x

Languages: Visual Basic 5.0, PL/SQL, HTML, Java, CSS, JavaScript, C, and C++

PROFESSIONAL EXPERIENCE

Confidential - Atlanta, GA

Sr. Remedy Developer/Admin

Responsibilities:

• Involved in total SDLC of project, gathered requirements from various business groups/users and converted business requirements into functional specifications.
• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Involved in Installing and Configuring ITSM 7.1/8.
• Installed, maintained, patched and monitored Remedy ARS to ensure the smooth operation of the Remedy applications used Confidential IADB. Unexpected downtimes were generally due to power and network issues and great care was taken to co-ordinate scheduled downtime for patching and migration enhancements.
• Installation and Configuring CMDB and involved in building Reconciliation Rules, Creating and Running Jobs in RE Manager, working with classes and good knowledge of Common Data Model
• Identified and defined new CIs in BMC Atrium CMDB.
• Assessed Out of the Box ticketing systems versus a home grown application for Desktop and Facilities Support groups to ensure the best and most cost effective solution to meet customer requirements (evaluation of Remedy Help Desk Application versus a Home grown desktop support application built in Remedy).
• 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.
• Worked on Common Request System, Problem Tracking, and Time Tracking System Remedy application projects.
• Installed and configured Remedy Change Management application.
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework
• 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, Active Link Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in upgrading Remedy system from ARS 7.1 to ARS 8.
• Deployed all of the developed internal applications on the web using Remedy 7.x and 6.3 Mid-tier.
• Extensively involved in the customization of Remedy Helpdesk Application 6.0 for the support center department.
• Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e. Incident and Change Management.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Working knowledge with UNIX shell scripts.
• Developed consuming and publishing web services using WSDL, SOAP, XML to establish communication between remedy and external system like UPS for automating status update of Helpdesk tickets.
• Identified the Test requirements based on Application functional requirements, participated in Test Plan Preparation.
• Written and executed test cases using Quality Center and Logged Defects.
• Involved in System test, Integration test, Regression test and User Acceptance Testing.

Environment: Remedy ARS 8/7.0.1/6.x, Remedy Migrator 6.x, Remedy ITSM 7.0, Remedy Import 7.x, BMC Atrium CMDB, Oracle 11g, Sql Developer, Crystal Reports 9.x, XML, Windows 7/XP, Solaris, Quality Center 9.2, Load Runner.

Confidential - Seattle, WA

Sr Remedy Consultant (Admin/ Developer)

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 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.
• 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 - St. Louis, MO

Remedy Developer

Responsibilities:

• Installed and Configured Remedy Action Request System 7.x, Remedy Asset Management 7.x, and Change Management 7.x.
• Working on Common Request System (CRS), Case Files (CF), and Time Tracking System (TTS) Remedy application projects.
• Involved in the customization of Remedy ITSM Help Desk application.
• Gathered and customized user requirements and also involved in the upgrading of the Help desk application.
• Involved in implementation of Remedy Flashboards for various SLA, CTID problem ticket statistics.
• Involved with the configuring of SLA’s depending on requirements of various groups.
• Involved in upgrading Remedy system from ARS 6.0.1 to ARS 7.x
• Involved in upgrading the ITSM suite from 6.0 to 7.0
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework
• Deployed all of the developed internal applications on the web using Remedy 6.3 Mid-tier.
• 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.
• Involved in migration of definitions and data using Remedy Migrator 6.x, import, export tools, from development to production system.

Environment: Remedy ARS 7.x/6.x, Remedy Migrator 6.x, Remedy Import, Remedy ITSM 7.0, C#, C++, Windows 2000/XP, MS SQL Server 2000, Crystal Reports 9.x, .Net, XML, Remedy Helpdesk 5.5.

Confidential - Little Rock, AK

Remedy Developer

Responsibilities:

• Responsible for requirements gathering and design specifications.
• Responsible for Installation of BMC Remedy AR System.
• Responsible for Application design using Forms, Coding, Functional testing, and Implementation.
• Installed BMC Remedy flashboards for graphical representation of AR system data. Created Bar chart and Pie chart flashboards in AR system.
• Supported and enhanced the existing Remedy Application.
• Created Several Flashboards which show the server statistics and performance statistics.
• Created a Standalone web Application through which Users run reports on demand and see the aging reports.
• Worked on upgrading Mid-tier from 6.0 to 6.3.
• Worked on CTI restructuring while maintaining the old CTIs for search purpose.
• Worked on Identified and defined new CIs in BMC Atrium CMDB.
• Automated the process of removing Terminated Employee Profile from AR System through the use of LDAP plugins.

Environment: Remedy ARS 6.x, Remedy Helpdesk 5.x, Remedy Migrator 5.x, BMC CMDB, Remedy Import, Windows 2000/XP, MS SQL Server 2000, CSS, JavaScript, VBScript, VB.NET, VS.NET, IIS 6.0, Crystal Reports 9.0.

Confidential

Software Engineer

Responsibilities:

• Performed J2EE application deployment and administration including JAR, WAR, and EAR files.
• Developed and maintained Shell scripts that 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
• 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, JNDI, Java, Threading, Connection Pooling, Ant 1.5.1, UNIX (HP-UX, Solaris)