SUMMARY:

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• Over 8 years of software analysis, design, development and test experience which includes 5 years of development experience with Remedy ARS 3.x/4.x/5/x/6.x/7.x/7.6.04x/8.1x
• Over 2 years of experience in Service Now platform as both Developer and Administrator.
• Configured Applications using Service - Now tool used in ITIL Management. Strong understanding of ITIL V3. Deep functional and technical knowledge of the Service Now platform as well as experience delivering medium to large-scale Service Now implementations.
• Experience in Installation and Configuration of different modules of Service-Now.
• In-depth knowledge of the technical implementation of Change Management, Incident Management, Problem Management, Service Catalog, Configuration Management, Reporting, Discovery and Integrations.
• Service Now applications implemented: Incident, Problem, Change, Configuration, Asset Management, Software Asset Management, Request Management.
• Over 5 Years’ experience in developing and customization of Help Desk, Asset Management, Change Management, Flashboards, Remedy Atrium CMDB and Atrium Data Dependency Mapping Service Level Agreement (SLA), Service Request Management modules for Remedy IT Service Request Management 5.x/6.x/7.x/8.x.
• Extensive knowledge in designing, configuring Filters, Escalations, Active links, Menus and Flashboards according to business requirements.
• Excellent experience in implementing and decommissioning of Distributed Server Option (DSO) in Remedy action request system.
• 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.
• Around 3yrs of SQL Server, Oracle7.x/8i/9i Database development experience using tables, triggers, views, packages and stored procedures in PL/SQL & T-SQL. Strong RDBMS fundamentals.
• Two years of experience in developing applications using Visual Studio .NET, ASP.NET, ADO.NET, C# and integration with Crystal Reports .
• Proven experience in System Administration, Server Configurations & Trouble shooting of Windows & Linux Servers
• Strong development skills in ASP, Java and JSP.
• 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: ServiceNow, BMC Service Request Management 7.6 BMC Remedy ARS8.x/7.6.4/5.x/4/x, Service Desk 8.x/7.6.4/6.x/5.x/4.x,Service Request Management 2.1/2.2/7.6,Change Management 7.6.4/6.x/5.x/4.x, Remedy Asset Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x, Mid-Tier, DSO, Remedy Migrator 7.x/5.x, BMC Atrium CMDB 2.x, Remedy Approval Engine, Service Now 3.0, Email Interface, Visio, Web logic server, Apache Tomcat

.NET Technologies: ASP.NET1.0, 2.0, ADO.NET, Win forms, WCF, Web forms, Web Services.

Web Technologies: HTML, DHTML, CSS, XML, XSL, XSLT, AJAX, PHP, VB Script, JavaScript, FrontPage, Adobe Photoshop and Macromedia Dream Weaver MX.

Languages: C, C++, C#, VB.NET, VB, Java, SQL, PL/SQL, T-SQL

Operating Systems: Windows NT/95/98/2000/XP, Linux, UNIX and MS-DO

Databases: SQL Server 2000/2005, Oracle 8i/9i/10g, MS-Access, My SQL, DB2.

Web Servers: Internet Information Server (IIS), Apache.

Reporting Tools: Crystal Reports, SQL Server Reporting Services and Data Reports

PROFESSIONAL EXPERIENCE:

Confidential, Owings Mills, Baltimore

Service Now Admin/ Developer/ Remedy Admin/Developer

Responsibilities:

• Perform day to day administration of the Service-Now tool Maintain business services and configuration item relationships in Service-Now tool.
• Develop and manage application code, user interface, and third-party integration components
• Develop necessary development documentation as needed e.g. technical design, developer notes, etc.
• Performs core configuration tasks including system policies, business rules and client scripts.
• Manages users, groups and roles
• Manages data with Tables, the CMDB, Import Sets, and Update Sets.
• Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows
• Performs migration activities Dev to QA, QA to Prod
• Coordinates Service Catalog options, including two-step checkout, cart controls, and variables
• Investigate performance issues, learn troubleshooting tools, and use system logs to find issues
• Coordinates installation of ServiceNow upgrades and/or service packs. Develops and manages the preparation of systems, test criteria and control for upgrades, service packs, new functionality, enhancements or error correction.
• Develops and improves user systems procedures, and prepares systems documentation.
• Establishes and maintains effective communications with customers, other technology specialists, and vendors about services.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Developed and tested a back out plan.
• Documented and executed test scripts to validate functionalities in newer version with existing data.
• Implementation of Remedy Mid-Tier, with customized auto-assignment of tickets from end user web submissions.
• Involved in enhancement of existing modules and Installation of remedy Email Engine Remedy ARS
• Administrated, monitored and analyzed Remedy Server and conducted performance tuning.
• Involved in migration of definitions and data using Remedy Migrator, import, and export tools from development to production system.
• Developed and monitored annual operating budget prepared monthly/quarterly/year-end
• Projections, financial reports, and forecasts.
• Implemented Outlook Integration with Approval Engine which allows the users to do approvals through emails.
• Migrated custom applications, foundation data, configuration data and transaction data from ITSM 7.0 to the new system ITSM 7.6.04 using Data Management Tool.
• Collaborated with teammates and marketing management to uncover new business opportunities and
• Strengthen relationships with Accounts Department.
• Worked with BMC to tune and improve the performance of the mid-tier.
• Involved in testing, reporting bugs to BMC, communicating with BMC to fix the bugs with hot fixes and workflow changes.
• Assisted in performance statistical analysis to develop economic models and financial strategies for measuring performance impact
• Assisted in enhancing functionalities that has already been implemented in Change Management and also developing additional functionality/modules as per requirements.
• Provide requested enhancements to service Now Application.
• Assisted in the latest upgrade version of Service Now building test cases, validating the differences from Fuji to Geneva.
• Implement and assisted new functionalities/ enhancements in change management.
• Experienced Advanced scripting of business rules, UI Policies, Client Scripts, ACLs, and Workflow Activities.
• Prepared test plans, test strategies and test cases for UAT testing, collected feedbacks and fixed bugs.

Environment: 7.5, Service Desk/Help Desk 7.5, Change Management 7.5, Service Level Management 7.5 on Windows7, Visio, and Oracle 9i/10g database, ServiceNow.

Confidential

Remedy Developer/Administrator

Responsibilities:

• Involved in conducting workshops and gathering requirements from various business groups and converted business requirements into functional specifications.
• Installed and Configured Remedy ARS 7.6.04, CMDB 7.6.04, ITSM 7.6.04 and SRM 7.6 .04
• Implemented Outlook Integration with Approval Engine which allows the users to do approvals through emails.
• Performed gap analysis between existing system, newer application version and user requirements to develop a project schedule and migration plan focusing on milestones.
• Involved in data clean up before migrating it to new system (7.6.04).
• Migrated custom applications, foundation data, configuration data and transaction data from ITSM 7.0 to the new system ITSM 7.6.04 using Data Management Tool.
• Worked with BMC to tune and improve the performance of the mid-tier.
• Implemented Active Directory integration and password authentication with remedy using ARDBC and AREA LDAP plug-ins.
• Designed and created several SRDs in Service Request Management in accordance with the client requirement.
• Created custom advanced interface form for an SRD to automate the process of requesting software by end user.
• Implemented an integration between SRM, Work Order and Asset management to create product CIs whenever a new software in installed on any machine.
• Configured Contract Management and Software Asset Management (SAM), created software contracts, license certificates and license jobs which run immediately after recon jobs to attach the CIs with the license certificate and update the deployed license count.
• Created Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in testing, reporting bugs to BMC, communicating with BMC to fix the bugs with hot fixes and workflow changes.
• Prepared test plans, test strategies and test cases for UAT testing, collected feedbacks and fixed bugs.

Environment: 7.6.4, Service Desk/Help Desk 7.6.4, CMDB 7.6.4 Patch 2,SRM 7.6.4 Change Management 7.6.4 Asset Management 7.6.4,Service Level Management 7.6.4 on Windows2003, Business Objects X,XI R2,Visio, and Oracle 9i/10g database

Confidential, PA

Remedy Developer/Administrator

Responsibilities:

• Installed and configured ARS 7.6.4, Asset Management 7.6.4, Service Desk 7.6.4 (i.e. Incident Management & Problem Management), Change Management 7.6.4, Service Level Management 7.6.4, Service Request Management 2.1 and CMDB 2.1 on Windows/SQL Server environment.
• Instrumental in drafting IT Shared Services (ITSS) BMC Remedy 7.x project plan and finalize required architecture for the same proposed project plan.
• 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.
• Coordinate with various process managers in an attempt to either enhance existing ITIL driven process or establish new process that are in alignment with ITIL framework.
• 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 7.6.4, MS-SQL Server 2005, BMC Remedy 7.6.4 ITSM 7.6.4, Oracle 9i/10g database, asset management 7.6.4

Confidential, Charlotte, NC

Remedy Consultant

Responsibilities:

• Designed and developed new modules using Remedy ARS 6.x/5.x
• Developed and executed upgrade plan which includes backing up and exporting data, upgrading the system, importing the old data.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Developed and tested a back out plan.
• Documented and executed test scripts to validate functionalities in newer version with existing data.
• Implementation of Remedy Mid-Tier, with customized auto-assignment of tickets from end user web submissions.
• Installed and configured ITSM modules with MS SQL Server2000.
• Deployed Change Management application.
• Performed Remedy upgrades from ARS 5.x to 6.x
• Involved in enhancement of existing modules and Installation of remedy Email Engine using ARS 5.0.1
• 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.
• Administrated, monitored and analyzed Remedy Server and conducted performance tuning.
• Involved in migration of definitions and data using Remedy Migrator, import, and export tools from development to production system.

Environment: Remedy ARS 6.x/5.x, Remedy Helpdesk 6.0, Remedy Change Management 6.0 and MS SQL Server2000, Windows 2000.

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 7.x. and Crystal Reports 10 SRM 2.2, SLM 7.x, APIs, C#, Windows 2000/XP, Oracle 10g.