SUMMARY

• Highly skilled and results - oriented professional with 20+ years which includes 16+ years working in BMC Remedy Full Stack along with Oracle, SQL Server, Unix and Windows Server.
• Would love to work as BMC Remedy Architect, Developer & Administrator.
• Proven ability to assess and manage complex problems and viewed as astrong troubleshooter.
• Excellent written and oral communication skills and capable of doing complex integrations.
• Learned and learning ServiceNow Administration and Developing for career change.
• Got the training done on Azure and AWS cloud fundamentals and have good understanding on concepts.

TECHNICAL SKILLS

Excellent

: Gathering Requirements, Analysis, Design, Development, Customizations & Testing, In-depth Trouble Shooting, Excellent in Integrations, Technical Support, Good Leader, Team Player, Mentor, Quick Learner, Creative, Helpful, Patience, Adaptive, Highly Motivated with being Positive & Energetic.

Operating Systems: Windows 98/NT/2K/03/XP/Vista/7/8/10, UNIX-Solaris, AIX

Databases: Oracle 9i/10g/11g, MYSQL, MS SQL Server 2K/05/08, DB2 and MS Access.

Applications: Remedy Action Request System 9.x/8.x/7.x/6.x/5.x, Remedy Midtier, Remedy Migrator, Remedy Import, Remedy Approval Server, Assignment Engine, Email Engine, Flash Boards, Remedy ITSM Applications (Incident Management(IM), Problem Management(PM), Change Management(KM), Knowledge Management(KM), SRM, SLM, AssetManagement and CMDB) 9.x/8.x/7.x/6.x/5.x, Remedy Developer Studio, Remedy DSO, MY IT, Smart IT, Smart Reporting, Discovery, BPPM/True Sight, SPOON(Pentaho), ServiceNow, JIRA

Reporting Tools: Crystal Reports, Business Objects 3.1

Languages & Scripting: Java, JSP, VB Script, Java Script, Perl Script, Unix Shell Script, Power Shell Script, Angular JS, CSS, PL/SQL and C, C++, AJAX, JSON

Microsoft Technologies: Visual Basic, MS Word, Excel, Power Point.

Web Technologies: HTML, DHTML and XML

Web Servers: Internet Information Server (IIS), Apache Tomcat, Websphere

Testing Tools: HP Quality Center, Clear Quest.

Webservices: SOAP and REST

PROFESSIONAL EXPERIENCE

Confidential, Lansing-MI

Sr. Remedy Engineer

Environment: Remedy ARS and ITSM 9.1.03, Incident, Problem, Change, Asset and Knowledge Management, CMDB, Atrium Integrator, SPOON (Pentaho) 6.0.1, SLM, SRM, DMT, SMART Reporting, MYIT 3.5, ADDM Discovery 11.3.02, BPPM/True Sight 9.6.00.02, Remedy Migrator 9.1.03, Remedy Import 9.1.03, Aqua Data Studio, Windows Server 2012 R2, SQL Server 2016, Windows 10, Tomcat 7.0, Mongo DB, REST API and SOAP, APIGEE, JIRA, JSON

Responsibilities:

• Used the Agile Methodologies for our work projects using Sprints, User Stories, Product Owner,
• Backlog and Retrospective meetings, Kanban Board using JIRA
• Created new time fields on the Incident, Change and Problem to push onto custom form for tracking the user hours worked on the tickets.
• Designed and created a new robust interface for the Change and Task form to import bulk CI’s with comma separated values to load, create and remove relationships.
• Created new custom form and workflow on validating all the tasks to have the correct dates to fall in the correct change schedule start and end dates before proceeding to Request for Authorization (RFA) stage.
• Created new custom form to view all tasks on one pop up screen and make changes to tasks for simplification which in turn saves lot of time for users.
• Created Task based approvals for change tickets as part of approval process when change ticket moves to Request for Authorization (RFA) stage.
• Created new custom form and workflow to unlock the change ticket approval process which are stuck and not moving forward.
• Created new menus on the applications list to open on the same window or new window using the custom form, workflow, Entry Point and Active Link guides.
• Created and Modified Service Targets and Agreements for OLA and SLA for Incident Tickets to meet the business needs.
• Extensively worked on Incident, Change and Task Templates.
• Solid Experience in creating Service Catalog using AOT, PDT and SRD.
• Created new robust custom form to store the field names and field ID’s from Incident, Change & Problem to make them as mandatory field through generalized workflow to make the fields mandatory when saving or modifying the tickets.
• Used AR Import Tool to export and import data.
• System Administration and Performance monitoring through capturing log files, Server Statistics and Walk through midtiers.
• Used Migrator and def files for workflow from dev to test to prod env.
• Extensively used Active Links, Filters, Guides, Escalations and Menus.
• Created Atrium (Pentaho/SPOON) Jobs & Transformations on spoon and scheduled to run it on Atrium Integrator Console (AI).
• MYIT request was enhanced for read only users to create and update the incident tickets through Custom Integration form module and update the problem tickets as well.
• Designed and Created robust Integration between Software License to MYIT ticket with Approvals.
• Handled the task of loading foundation data like Product Catalog, Company, People etc.
• Used Data Wizard when there are change to the Group Names, Operation and Product Categories.
• Used Apigee to route the Soap Calls taking from Remedy to REST API calls since remedy is capable of consuming only SOAP webservice call.
• Created and Maintained Spoon jobs to Load the Network, Storage, Mobile, Audio Visual and Client Services CI’s.
• Created and Maintained Spoon jobs to load the relationship data related to Network (Router, Switch & Firewall), Storage (Arrays, POOLS, Unix and Windows Servers) and DB to Applications.
• Created Normalization rules & Reconciliation Jobs to validate and promote the data from the custom Data Sets onto Golden Data Set.
• Handled analysis and importing the CI data which comes from legacy system.
• Handled task of preparing technical process documents.
• Used to Handle the issues (IP Address, Firewall & Authentication) when discovery is not sending the info onto BMC.ADDM.
• Had the good knowledge about the TPL scripts on discovery where the info is sent to BMC Classes.
• Used the Impact Model designer screen to push the business services and underlying relationship data onto BPPM/True Sight (BMC Event Manger) using the cell info.
• Used Explorer window to create the relationships and make modifications.
• Designed the Robust Custom Integration Module to use the REST API calls from external systems to create Incident and Change Tickets.
• Created a spoon job to get the user location info through the REST API call from pinpoint application to load onto CTM people which is used on the incident ticket to have the location details populated automatically.
• Incident and Change Tickets was integrated with Ensono (Service Now) external vendor systems to create, update and receive updates through SOAP and REST API calls.
• Integrated with Devops Jenkins CICD pipeline to create the change tickets and approvals through REST API.
• Installed ARServers, Atrium Core, Atrium Integrator, ITSM Suite, SRM, SLM and configured Jetty for REST API.
• In process of Upgrading the AR Severs, Atrium Core, Atrium Integration, ITSM, SRM, SLM from 9.1.03 to 20.02
• Upgraded Java version and Applied Patch on all the ARServers using Power shell scripts to the solve the Webservice Issue.
• Extensively used Active Links, Filters, Active Link and Filter Guides, Escalations and Menus.
• Good Team Player, Leader, Mentor, Adaptive, Positive and quick learner.
• Learned and learning ServiceNow Administration and Developing to make the career change.
• Learned and learning ServiceNow Business Rules, UI Policies and Actions, Scripting.
• Responsible for requirement gathering, analysis, design (application and database), development, integration and testing.
• The user requirements were met by enhancing and customizing the application by designing new workflow using Active links, Filters, Active Link and Filter Guides, Menus, Webservices and Escalations.
• Working with webservices to get the data from external systems related to patient info.
• Used the Migrator and Jenkins to move the code.

Sr. Remedy Developer

Confidential, Rochester-NY

Environment: Remedy ARS (5.x/6.x/7.x/8.x/9.x), ITSM 5.x/6.x/7.x/8.x/9.x, Incident, Problem, Change and Asset Management, CMDB, ADDM, Atrium Integrator, SPOON (Pentaho), SLM, SRM, DMT, Remedy Migrator 5.x/6.x/7.x/8.x/9.x, Remedy Import 5.x/6.x/7.x/8.x/9.x, Crystal Reports, TOAD, PL/SQL Developer Windows 2007/XP/7/8, Perl, Oracle 8.x/9.x/10g/11g, Unix Solaris 5.7/8/9/10.

Responsibilities:

• Responsible for requirement gathering, analysis, design, development, integration and testing.
• Worked on full life cycle implementation and upgrade process of ARSystem Server and BMC Remedy ITSM suite, Atrium Core CMDB, SRM, SLM.
• Customized and configured Incident, Problem, Change and Asset functionality within ITSM based on agreed business requirements (includes forms, overlays, extensions, workflow, alerts, filters, escalations, menus, & other related components).
• Created Incident, Problem and Change Templates to auto populate the data when creating the tickets.
• Configured Approval process for Change Management.
• Involved in Configuring and Customizing Remedy Knowledge Management.
• Worked with ADDM team to get the data onto the BMC.ADDM and Custom dataset.
• Configured CMDB along with Configuration Item relationships.
• Expert on backend classes on CMDB data structure.
• Created custom fields/attributes on AST:Attributes form.
• Created and Maintained the Datasets, Normalization and Reconciliation jobs on Atrium Core Console.
• Wrote reconciliation rules to merge the data from Staging Dataset to Golden Dataset in CMDB.
• Created AI jobs directly on AI Console to import the data from multiple sources into CMDB.
• Created Atrium (Pentaho/SPOON) Jobs & Transformations on spoon and scheduled to run it on Atrium Integrator Console (AI).
• Used Data Management Console (UDM/DMT) to import the CI’s, Asset People relationships, Product Catalogues and foundation data.
• Created and maintained all Service level agreements (SLM) based on the business requirements.
• Configured Service Builds (SRM) according to the business requirements with respect to Work Orders, Incident and Change.
• Created and Customized Email templates based on business requirements.
• Designed Test Plan and Test Cases for System Test of application.
• Migration of workflow from development to test and production server using Migrator.
• Provided break-fix support for forms & workflow within ITSM.
• System Administration and Performance monitoring through capturing log files and Server Statistics.
• Worked on customization of ITSM (Help Desk, Change Management and Asset Management).
• Designed, Developed and Supporting the Custom applications VOC, DB Mod and ESM Request tracking.
• The 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.
• 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.
• Involved in Upgrading AR Server & Mid-Tier from 5.x to 6.3
• Extensive system testing on both the development and testing servers and used Migrator to keep both servers in sync.
• Designed various crystal reports based on user requirement.
• Designed Flashboards to show the real time data for the management.

Remedy Developer/Administrator

Confidential

Environment: Remedy ARS 5.x, Change Management, Oracle 8i, Windows 2000, HTML, Seagate Crystal Reports 8.0.

Responsibilities:

• Installed and configured Remedy Action Request System 5.x, Change Management and Asset Management.
• Created an I.T Department change work flow diagram for this application.
• The user requirements were met by enhancing and customizing the out-of-box application.
• Monitored the performance of all the remedy instances.
• Enhancing/customizing of the out-of-the-box application by designing new work flow - using active links, filters and escalations - to meet the requirements of the Users;
• Importing data in the deployment of the system to a new production server.
• Trained users about the usability and the various processes in the system.