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Team Lead (remedy Sme) Resume

Houston, TexaS

EXPERIENCE SUMMARY:

  • 11.4 years of IT experience in Enterprise Management Project executions. Requirement gathering, Architecture planning/designing, setting up of test environment, Implementation, Testing and Documentation.
  • 8 years of Relevant experience in Confidential Remedy ITSM as Implementation, Administration, Development, Customization and Support.
  • Specialization in customization of Confidential ITSM (Ver 9.1, 9.0, 8.1, 7.6.04)
  • Highly skilled L2 and L3 Confidential Remedy Administrator for Incident Management, Problem management, Change management, Asset, CMDB, Task management, Service Level Management and SRM.
  • Experience in MyIT and SmartIT.
  • Experience in Spoon job and Transformation.
  • Experience in Atrium Core console, Class Manager, Reconciliation related to different source of data.
  • Configuration of Foundation data in Remedy database with help of Confidential Data Import Tool and Data management tool.
  • Enhancing subject matter expertise on new and emerging Remedy features and supported technologies
  • Evaluating more complex requests and development assignments that may involve the co - ordination of several analyst programmers
  • Provide oversight, work direction and mentoring to the team's Application Developers
  • Providing Process Consultancy to set up the service management functions and ensuring complete adherence to the ITIL framework
  • Provided Knowledge transfer for end user by providing demonstrations, user s and project documentations.

SKILL:

Domain: Tools Implementation and Administration

Operating System: Windows 2000/ 2003/XP/2007/2010

Tools: /DB/Packages: Confidential Remedy 7.6/ 8.0/8.1/9.0/9.1 , OBI, HP Site Scope 9.53, HP BAC, CA Unicenter Service Desk

PROFESSIONAL EXPERIENCE:

Confidential, Houston, Texas

Team Lead (Remedy SME)

Responsibilities:

  • Working as an Confidential Remedy SME.
  • Creation of Spoon job and Transformation based on the requirement for data quality.
  • Working on Reconciliation for getting all the data from other source to Asset core form.
  • Customize Remedy forms, Developing workflows, escalations, filters
  • Experience in Spoon job and Transformation.
  • Created complex Job and Transformation to manage data in different Atrium classes and Relationship form.
  • Created Reconciliation job for getting the data from staging dataset into the Golden dataset.
  • Experience in Atrium Core console, Class Manager, Reconciliation related to different source of data.
  • Configuration of the Change, Incident, Problem, Service Level, Request Management and CMDB modules
  • Enhancing subject matter expertise on new and emerging Remedy features and supported technologies
  • Evaluating more complex requests and development assignments that may involve the co-ordination of several analyst programmers
  • Provide oversight, work direction and mentoring to the team's Application Developers
  • Learning Datamart for reporting purpose.

Confidential, Houston, Texas

SaaS Remedy on Demand Application Management support analyst

Responsibilities:

  • Supporting more than 150 customer worldwide on different version like 7.6/8.0/8.1/9.0/9.1
  • Supporting ITSM, SRM, SmartIT, MyIT, SLM along with AR Server and Web Server.
  • L2 and L3 Confidential Remedy Support for Incident Management, Problem management, Change management, Asset, CMDB, Task management, Service Level Management and SRM.
  • Setting up classification and priority details of incidents.
  • Performing various other day to day support activities

Confidential, New Jersey

Senior Consultant

Responsibilities:

  • Handle onboarding of applications on SRM, SLM and change management modules for different Confidential units.
  • Gather requirements and prepare Functional Requirement Solution document.
  • Handle module related configurations, development and issue resolution.
  • Demonstration of Proof of Concept as well as developed modules to Users.
  • Development and customization as per requirements.
  • Assist UAT Team to prepare test cases, testing and bug fixing.
  • Supporting IM, CM, SRM and SLM modules.
  • Creation of report on Reporting console and Oracle Business intelligent based on the requirement.
  • Creation of SLA for new services getting added on ITSM.
  • Configuration of Foundation data based on the new requirement.
  • Setting up classification and priority details of incidents.
  • Performing various other day to day support activities

Confidential

Consultant

Responsibilities:

  • Configuration of Foundation data (Company, People, Support Group, Operational category)
  • Creation of Service Request design along with PDT & AOT
  • Created Filters and Forms for Service request specific to the requirement
  • Building of more than 500 SLA based on Region, Operational category
  • Creation of different time segment for SLA based on different geographic location
  • Creation of report through Analytics and Business Object using Formulas and Query
  • Integration of ITSM Remedy with Email engine, AD.

Tools: /Technology: AR User Tool, Confidential Developer Studio, Confidential Data Management tool, Data Import tool, SQL Server 2008

Confidential

Consultant

Responsibilities:

  • Playing as an Onsite-Offshore Coordinator for this project.
  • Installation of Confidential Remedy ITSM 7.6.04
  • Installation of SRM, SLM and Knowledge management
  • Requirement gathering of Foundation data for ITSM Remedy for Confidential .
  • Configuration of Foundation data (Company, People, Support Group, Operational category)
  • Creation of Service Request design along with PDT & AOT
  • Handle onboarding of applications on SRM, SLM and change management modules.
  • Created Filters and Forms for Service request specific to the requirement
  • Integration of ITSM Remedy with Email engine, AD.

Tools: /Technology: AR User Tool, Confidential Developer Studio, Confidential Data Management tool, Data Import tool, SQL Server 2008

Confidential

Application Support

Responsibilities:

  • Design Network Architecture for Cisco - SA for over all location (Atlanta, Chennai, Bangalore & Noida)
  • Migration of Clarify to Cadets tool
  • Analyze performance of the system and ensure the performance objective and availability of the requirements
  • Responsible for the evaluation and recommendation of the new hardware and software.
  • Resolved issued related to hardware, software and system issues.
  • Configuring Server & Network device as per the requirement

Tools: /Technology: Clarify 12.5, Unix, Perl scripting.

Confidential

Datacenter Operation

Responsibilities:

  • Scheduling daily backup of all servers like (SMTP, ADS, Backup, FTP, Antivirus, Mail, Patchlink etc).
  • Attending to incident using client proprietary incident management system (CA unicenter Service Desk).
  • Migration from Lotus 7.0 to Microsoft Exchange 2007.
  • Assist team in resolution of hardware, software and system issues.
  • Responsible for providing the desktop system administration and support to the network.
  • Hosting of New server as per the requirement.
  • Configuring Server & Network device as per the requirement.
  • Escalation of incident to various level based on the SLA.

Tools: CA Unicenter Service Desk, NSM (Network & Server Monitoring tool), HP Data Protector

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