OBJECTIVE:

To take a challenging role and give an efficient and effective service that would help the organization to provide the best service at the best cost and great satisfaction to the business customer. I am ambitious, hardworking & shall strive hard and endure my best to enhance my career and the growth of the Organization.

EXECUTIVE SUMMARY:

• Handling multiple projects which include both BMC Remedy and Servicenow.
• Results oriented Remedy professional with around 9.5+ years of Information Technology experience in providing leading edge technological solutions
• Expertise in AR Systems, Remedy Development Administration and ServiceNow.
• Knowledge of ITIL Processes.
• Solution analysis of existing Work Flow processes including research procedures, documentation and policies, mapping Work Flows, understanding current behavior
• Knowledge of Architecture of AR System, Workflow objects, Information Technology Infrastructure Library (ITIL) Processes.
• Design and develop change policy, schedule planning, build and configure the release, fit for purpose testing, acceptance, rollout planning, communication, preparation and & deployment.
• Conduct assessments, document findings, identify gaps, analyze, measure maturity, and develop recommendations for implementation and improvement in service management processes based on best practices and company standards.
• Configuration of the ITSM Suite 7.x for the Enterprise and also making timely changes into this as per the customer Requirement. Implementation of Assignment of the ITSM Suite Modules.
• Detail - oriented, customer-focused service approach. Excellent written, communication and people skills.
• Monitoring AR Processes, Restarting and maintaining servers.
• Implementation and configuration of TMART with BMC ARS.

TECHNICAL SKILLS:

• ServiceNow
• BMC Remedy ARS 7.5, 9.x
• BMC Atrium CMDB 2.0 - 8.x
• BMC Remedy ITSM (Incident, Problem, Change, Asset) 7.5 through 9.x
• Service Level Management (SLM)
• Microsoft Windows Servers
• Red Hat Linux
• Microsoft SQL Server
• Oracle
• Apache, Tomcat
• IBOLT, Alarm Point (Xmatters)

PROFESSIONAL EXPERIENCE:

Confidential

Technical Team Lead

Platform: ServiceNow, Remedy 8.1, and 9.X, window.

Tools: BMC Remedy ARS, Developer studio, Data Import tool, UDM, AI.

Responsibilities:

• Leading development Teams in Planning, Organizing and Prioritizing Assignments.
• Member of a core team which is responsible for Change Request analysis and Providing Solution Overview with Effort and Cost Estimation
• Preparing design Architecture with High Level and Low Level design documents.
• Responsible for complete End to End Project completion in direct co-ordination with the Customer and the technical team.
• Ensure process compliance and quality improvements to improve customer satisfaction
• Involved in Performance Analysis and Providing POC results
• Release preparation and Deployment on production and Providing to users
• Assigning task to team members and making them understand the low level design document covering the Use Cases
• Migrating customer from other ticketing tools to remedy ticketing system.
• Reviewing documents and providing Status Reports

Confidential

IT Consultant

Platform: Remedy 8.1, window.

Tools: - BMC Remedy ARS, Developer studio, Data Import tool, UDM, AI.

Responsibilities:

• Serving as the lead consultant on the project for Change and Asset modules and acting as Solutions architect for Atrium CMDB.
• Implementing best practices for Asset management module to ensure data is populated in CMDB and can be consumed by other applications like Service Desk, Problem Management and Change Management.

Confidential

Technical Lead

Platform: Remedy 8.1, window.

Tools: Developer studio, Data Import tool, UDM.

Responsibilities:

• Foundation data configuration through Data Management Tool.
• Configuration of the ITSM Suite 8.1 for the Enterprise and also making timely changes into this as per the Customer.
• Requirement. Implementation of Assignment of the ITSM Suite Modules.
• Created Service Catalogue for various clients in different industry segment with the help of various WOT’s, AOT’s, PDT’s and SRD’s.
• Structural designing and Coding of a Solution for developing new application.
• Documenting, tracking and communicating test plans/result/analysis/unresolved problems.
• Preparing the help manual including flow and scenario, product development etc.
• Integration of third party application with remedy via web service.
• Testing of New Enhancements on Incident/task/change Management/SLM.
• Handling Server outages.
• Serves as escalation point for all issues within a tower (infrastructure support/ network) in a project.
• Train and mentor junior administrators. Maintains a roster for shift management.
• Lead the team from transition to delivery and also work with Project Manager for Infrastructure projects.

Confidential

Technical Lead

Project Platform: Remedy 8.0, window.

Tools: Developer studio, Data Import tool, UDM, Alarm Point.

Responsibilities:

• Configuration of the ITSM Suite 8.0 for the Enterprise and also making timely changes into this as per the Customer.
• Requirement. Implementation of Assignment of the ITSM Suite Modules.
• Created Service Catalogue for various clients in different industry segment with the help of various WOT’s, AOT’s, PDT’s and SRD’s.
• Delivering and implementing the project as per scheduled milestones.
• Structural designing and Coding of a Solution for developing new application.
• Documenting, tracking and communicating test plans/result/analysis/unresolved problems.
• Preparing the help manual including flow and scenario, product development etc.
• Integration of third party application with remedy via web service.
• Testing of New Enhancements on Incident/task/change Management/SLM.
• Handling Server outages.
• Import Activities (UDM/Data import tool).
• Worked with integrations on Remedy: -Eg: Courion, Alarm Point, LDAP, Lawson, Kinetic.
• Serves as escalation point for all issues within a tower (infrastructure support/ network) in a project.
• Train and mentor junior administrators. Maintains a roster for shift management.
• Lead the team from transition to delivery and also work with Project Manager for Infrastructure projects.

Confidential

Sr. Remedy Developer

Project Platform: Remedy 7.5, UNIX

Responsibilities:

• Understanding the requirement and Implementing of Enhancements per requirements.
• Status reporting to the Customer.
• Client Interaction to gather the requirements. Team Management and Coordination between offshore and onsite team. Data Analysis, development of the workflows.
• Technical Assistance for Support activities. Bug Fixing and Release support
• Analysis of issues related to ITSM (SLM, change, incident, task)
• Testing of New Enhancements on Incident/task/change Management/SLM
• Handling Server outages (Application restart, sending out global notifications, etc)

Confidential

Remedy Developer

Responsibilities:

• Configuration of the ITSM Suite 7.1.x for the Enterprise and also making timely changes into this as per the customer
• Requirement. Implementation of Assignment of the ITSM Suite Modules.
• Customizing Forms, active links, Filters, Escalations and other workflow objects.
• People and support Group Creation
• Monitoring AR Processes, Restarting and maintaining servers.
• Reporting issues to the Project Manager.
• Monitoring AR Processes, Restarting and maintaining servers.

Confidential

Subject Matter Expert

Responsibilities:

• Installing the AR System, mid-tier, Email engine configuration and other AR System components and applications
• Managing access to the AR System and ITSM applications
• Designing the application, forms, workflow (Active Links, Filters, Escalations)
• Configuring the supporting data (Customer and Asset details) required for the applications
• ITSM Configurations.
• Importing and exporting objects and data
• Extracting complex reports as per client requirement.
• Developing Forms and Workflow objects such Active Links, Filters, Escalations, and Menus etc as per the requirement.
• Customization of ITSM applications as per the requirement.
• Imported data using Remedy Import tool.
• Bug fixing.

Confidential

Support Engineer

Responsibilities:

• Monitoring the Cell Site.
• Monitor NOC for alarms and potential failures.
• Records request in CA Service Desk application
• Manage CIRT incidents with Supervision
• Interact with 2nd level support groups and Assists them with Problem resolution.
• Other duties as assigned Help Desk Duties.