SUMMARY:

• Providing quality solutions to complex business problems within scope, time frame and tight schedules. Best experience in programming, databases, IT support and technical communication.
• Flexible towards moving from project to project and in assimilating new technologies.
• Now looking to continue making a significant contribution within design, development and support as a Technical Lead role.
• Astute & technically sophisticated IT professional, having 10+ year’s experience.
• Broad experience in full life cycle of software development process including requirement analysis, design, development, implementation, integration, testing and maintenance of projects.
• Highly proficient in Installing and Configuring BMC Remedy and ITSM Applications on high level availability architecture in windows, Linux and Sun Solaris environments.
• Proficiency in ARS Architecture and have good knowledge in Remedy AR System version higher than 5.0 and Remedy out of box applications like Asset, CMDB, Incident, Problem, Change, SLM, SRM, KM.
• Hands on experience in BMC Remedy 5.0, 6.3, 7.1, 7.5, 7.6.03, 7.6.04, 8.1.02, 9.1.03 and oracle 9i, 10g, 11g, 12g using application ITSM 4.0, 6.3, 7.1, 7.5, 7.6.03, 7.6.04, 8.1.02, 9.1.03.
• Experienced in providing L1, L2 and L3 support to customers including BMC Remedy and ITSM Installation, enhancements, bug fixes, maintenance and Administration issues.
• Excellent communicator with exceptional analytical skills, people management and co - ordination skills, and deep understanding of the Indian and overseas business culture and the ability to work in highly diverse environments with people from varied backgrounds.

TECHNICAL SKILLS:

Operating Systems: Windows Environment, Solaris, Red hat Linux.

BMC Software: ARS Remedy 5.0 - 9.1.03, BMC Mobility 4.7, BMC My IT 3.2, BMC Smart IT 1.5

Database: MS SQL Server 2005 - 2012, Oracle 9i, 10g, 11g R2, 12g, MySQL 5.5.

Tools: AR Inside 3.03, AR Migrator, Toad, PL/SQL, SQL Developer, Edit Plus, Ultra Edit.

Applications: ITIL V3, BMC Remedy ITSM 6.3 - 9.1.03.

PROFESSIONAL EXPERIENCE:

Confidential

ITSM Solution Architect

Responsibilities:

• Contract position for BMC Remedy and ITSM Implementation.
• Consulting / RA / Implementation / Administration / Development of BMC Remedy and ITSM Application.
• Took Additional responsibility of building Overall Architecture design for BMC Remedy including Database.

Confidential

Sr. ITSM Consultant

Responsibilities:

• Performing a Lead role in implementation projects.
• Consulting / Migrating / Implementing BMC Remedy and ITSM Applications for various Middle East client projects.
• System / Application support, Maintenance, Responsible for end user satisfaction.

Confidential

Analyst

Responsibilities:

• Obtained Bronze award thrice for supporting production board issues and resolving it quickly.
• System / Application support, Maintenance, Responsible for end user satisfaction.
• Have hands on experience in design and development of web based and multi-tier application.

Confidential

Senior Software Engineer

Responsibilities:

• Adept at Transition Management and ensuring completion of deliverables within time lines.
• Maintaining the highest levels of system availability, data delivery and availability and customer satisfaction for all assigned systems/application.
• Responsible for end user satisfaction with complete accountability of meeting the defined Service Level Agreements (SLA).
• Maintaining strong partnerships and working relationships with dependent internal IT groups geographically and vendors, involved in review meetings in order to discuss the changes planned for Mission Critical Applications.

Confidential

Associate Software Engineer

Responsibilities:

• Successfully handling the task of developing/managing different Application Modules as per client requirement
• Accountable for end-to-end development of software products from requirement analysis to system study, designing, coding, testing and debugging. Well versed Unit testing and mocking.
• Involved in requirement analysis, database design, coding, testing, implementation and maintenance of several software applications
• Communicating with the clients, interviewing end-users to know the requirements and expectations of the clients
• Have hands on experience in design and development of web based and multi-tier application

Confidential

Environment: AR system Remedy 9.1.03, ITSM 9.1.03, SQL 2014, Windows Server 2012 R2.

Responsibilities:

• New Implementation from Scratch for BMC Remedy and ITSM.
• Requirement Analysis, Building up Foundation Data, Setup of BMC Remedy and ITSM environment (High Level).
• Identifying and Configuring Assets.
• Setup AD DS, DNS, DHCP, NLB (Basic Windows administration tasks)
• Setup MS SQL via Geo Redundant solution and replication suing log shipping.

Confidential

Environment: AR system Remedy 9.1, ITSM 9.1, SQL 2012 R2, My IT 3.2, Smart IT 1.5.

Responsibilities:

• Integrated AD AREA LDAP with BMC Remedy.
• Done Foundation Data Migration to production environment.
• Configured Email setup with access to Google domain.
• Implemented Remedy SSO 9.1 with AR Authentication and Kerberos Authentication.
• Implemented Smart Reporting 9.1
• Implemented Smart IT 1.5 for scanning asset using QR Bar Code Scanner.
• Done Branding and other development customizations.

Confidential

Environment: AR system Remedy 8.1.02, ITSM 8.1.02, SQL 2012 R2

Responsibilities:

• Involved in RA sessions to develop a plan to integrate BMC Remedy with Service Now Application for Incident, Problem and Change.
• Configured around 300 service requests to be raised via third party tool by web service method including question mappings.
• Done back up and restoration of BMC Remedy database and Change of Database server for development environment.
• Was serving as a SPOC for all BMC Remedy related issues.

Confidential

Environment: AR system Remedy 8.1.02, ITSM 8.1.02, SQL 2012.

Responsibilities:

• Development of a new custom application, to suffuse customer needs based on their requirement.
• Supporting / Fixing issues and bug fixes.

Confidential

Environment: AR system Remedy 9.0, ITSM 9.0, Oracle 12.

Responsibilities:

• Migration of over 600000 historical records.
• Development and customization on historical form as per client needs.

Confidential

Environment: AR system Remedy 8.1.01, ITSM 8.1.01, Oracle 12.

Responsibilities:

• System / Application support, Maintenance, Responsible for end user satisfaction.
• Involvement with multiple BMC products like My IT, Analytics, BPPM, AO towards BMC Remedy support.
• Served as Incident Support Lead for the project conducting daily calls for tracking progress and resolving concerns.
• Done DB Restoration for lower environments based on client requests.
• Served as a primary contact handling escalated P1 / P2 issues working 24 * 5 and 24 * 7 alternatively including on call support.
• Consulting work, interviewing new candidates for remedy.

Confidential

Environment: AR system Remedy 8.1.02, ITSM 8.1.02, MS SQL 2012.

Responsibilities:

• Played RA role in BMC Remedy and ITSM Suit Implementation.
• Handled Application Demo to the customers.
• Build new Logic to convert Service categories into a three tier architecture.
• Restructured Service Desk and Change approval process.

Confidential

Environment: AR system Remedy 8.1.02, ITSM 8.1.02, MS SQL 2012.

Responsibilities:

• Played major role in BMC Remedy and ITSM Suit upgrade from Version 7.5 to 8.1.02.
• Implemented and developed Email Ticketing (Auto ticket creation through parsing), different Integrations via web service, custom requirements and other standard developments / Foundation data and ITSM configurations.
• Migrated one year production date to new environment via Remedy Migrator.
• Involved in Project coordination activities, setting up daily meeting, tracking, resolving issues with integration teams, requirement analysis with business teams and other regular activities.

Confidential

Environment: AR system Remedy 8.1 SP2, ITSM 8.1 SP2, MS SQL 2008.

Responsibilities:

• Played major role in Post Production Support.
• Configured around 100 SLAs, Involved in other regular activities.

Confidential

Environment: AR system Remedy 8.1 SP2, ITSM 8.1 SP2, Oracle 11g.

System/Application support

Responsibilities:

• Tracking issues and providing support to the end user.
• Requirements Gathering, Analysis, and Development.
• Installation of ARS, CMDB, AM, IM, PM, CM, SLM, SRM, Process Designer applications on Training server.
• Large volume of data imports using DMT and UDM.
• ITSM Administration / Configuration, Building / Configuring SRD’s based on customer needs.
• Supporting / Fixing issues and bug fixes.
• Internal Training.

Confidential

Environment: AR system Remedy 7.6.04 SP3, ITSM 7.6.04 SP2, Microsoft SQL Server 2008 R2.

Responsibilities:

• Requirements Gathering from live Customers / Users.
• Installation of ARS, CMDB, AM, IM, PM, CM, SLM, SRM applications.
• Implemented and Developed AD Integration (AREA and LDAP) authentication.
• Implemented and Developed IBM Tivoli Integration.
• Implemented and Developed Email Ticketing (Auto creation of tickets through emails)
• Implemented and Developed Dame ware Integration.
• Implemented and Developed Asset Integration From DB View for auto relation of asset with people.
• Configuration of Client Foundation Data, Change Approvals, SLM.
• Development / Customization on ITSM modules based on client requirements.
• Supporting / Fixing issues and bug fixes.
• User Training.

Confidential

Environment: BMC Aeroprise Mobility 4.7, MySQL 5.

Responsibilities:

• Requirements Gathering from live Customers / Users.
• Installation of BMC Mobility Server and its components ( Visual C++, Apache (Web Server), MySQL (Database), Python (Environment), Mysql-Python (Connector), Egenix (Python Extension), Aeroprise 4.7, Virtual Device stimulators for Blackberry, Windows Mobile and Android Phone / Tablet, Setting up Chrome browser for IPhone)
• Configuration on mobility server (Base server configuration, Remedy server integration, Blackberry MDS server integration, Mobilizing Incident and change approval application, Importing Remedy Users, Configuring Rules and Alerts, Configuring Apache server to listen port 443 (https))
• Development / Customization on Aeroprise IM and CM modules based on client requirements.
• Supporting / Fixing issues and bug fixes.
• User Training.

Confidential

Environment: AR system Remedy 7.6.04, ITSM 7.6.04, Oracle 11g.

Responsibilities:

• Requirements Gathering from live Customers / Users.
• Installation of ARS, CMDB, AM, IM, PM, CM, SLM, SRM, KM applications.
• Configuration of Client Foundation Data, SLM and SRM.
• Development / Customization on ITSM modules based on client requirements.
• Integration of Email, LDAP, SOA
• Supporting / Fixing issues and bug fixes.
• User Training.

Confidential

Environment: AR system Remedy 7.6.03, MS SQL Server 2008.

Responsibilities:

• Installation of ARS and Service desk application.
• Configuration of client data and Service Level Management.
• Supporting / Fixing production issues and bug fixes.
• User Training.

Confidential

Environment: Arsystem Remedy 7.5 Patch #3, Oracle 11g / Arsystem Remedy 7.6.03, MS SQL Server 2008.

Responsibilities:

• Supporting new requirement calls, analyzing what can be done and delivering it (including development / documentation / testing work).
• Supporting / Fixing production issues and bug fixes.
• Involved in audit discussions, support the discussion with the details needed and implemented the audit solutions once the discussion is over.
• ARS & ITSM Installation on two new environments in GNDC and two environments in GSOC including patch up gradation and production data recovery.
• Involved in updating ITSM 7.5 patch related problems with BMC and followed through the resolution in next patch.
• Developed a new application called “ISPCR” right from scratch for raising incident, service, change and project requests to be used internally within Confidential .
• Digital fuel / Crystal Reports Integration activities.
• Consulting work, interviewing new candidates for remedy.
• Other Supporting activities.