SUMMARY:

• To contribute my specialist BMC Remedy ITSM, Smart Reporting skills & 15 years of Software development/testing experience in an innovative organization.
• 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

Smart Reporting Analyst & ITSM Administrator/Developer

Environment: s: BMC Remedy ITSM 9.1, Smart Reporting, Smart IT, My IT & Digital Work Place, Confidential, 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 Confidential using Atrium Integrator Spoon
• Documenting internal processes and development procedures

Confidential, Dallas

Associate Operations Manager and BMC Remedy ITSM Administrator/Developer

Environment: BMC Remedy ITSM Suite 7.6.04 & 9.x, Confidential, 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 Confidential using Atrium IE, NE and Reconciliation Engines.
• Created and maintained Assets, CIs in Confidential .
• 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
• Got a ‘Certificate of Excellence’ from my Employer, Confidential, for the outstanding achievement with Confidential Engagement Project.

Confidential

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 Confidential
• Used Data Management tool to load/update the CIs into Product Catalogue
• Used BMC Atrium Integration Engine to integrate the data into BMC Atrium Confidential 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 Confidential, 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 them on SharePoint site for employees so that the leave forms can be submitted automatically to the concerned authorities to approve

Confidential

Software Developer & QA Engineer

Responsibilities:

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

Confidential

Teaching Faculty

Responsibilities:

• Supervised students’ laboratory work
• Conducted internal exams, seminars and ensured that students got high scores.

Confidential, New Jersey

Software Developer/Administrator and QA Engineer

Responsibilities:

• Involved in documenting Requirements/functional specifications and test cases for several Remedy ARS projects
• Developed and implemented code using several workflow operations such as activelinks, filters, guides and escalations
• Created and developed various forms (Regular, Display and Join forms etc)
• Worked with different interfaces integrated with Remedy
• Worked under pressure and delivered the projects successfully on time
• Worked with Remedy ARS Remedy User, ARS Admin, Remedy Alert tool, Remedy Import, AR Migrator and flashboards
• Installed, Configured and Customized Remedy ARS application and Integrated other third-party products like Telagent and Crystal Reports with Remedy.
• Developed Crystal Reports & Macros
• Assisted QA team in manual testing
• Involved in team and client meetings