SUMMARY

• IT Professional with more than 11 years of significant expertise as a design, development, implementation, and administration of information technology applications using ServiceNow, Remedy Action Request System, ITSM applications and enhancing web solutions.
• Strong implementation and Administration experience in ServiceNow, HP Service Manager /Service Center, BMC Remedy and IT Automation.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Experience in setting up the Scripting standards, ACL policies, SLA policies, Workflow design
• Worked on Geneva, Helsinki and Jakarta versions of ServiceNow
• Experience in setting up the Code (Client side and Server side) standards, Processes for creation of Custom Applications
• Hands on experience working on SaaS (Software as a Service) based tools (ServiceNow), with focus on implementing ITIL processes
• Expertise with creation and configuration of ServiceNow Applications, Modules, Business Rules, Client Scripts, UI Policies, UI Actions, Workflows, Import Sets and Update Sets.
• Defined new validations through Angular.JS for the form field validation implemented through HTML5
• Good knowledge of CMDB and Asset Management Services: Business Services and Configuration item relationships.
• Successfully implemented GRC by using the advanced features.
• Involved inServiceNowDiscovery, CMDB and integrated it with Change management.
• Good Knowledge on Content Management System.
• Experience in using the update sets, import sets, cloning the ServiceNow instances and pre - production and post-production activities
• Expertise on creation of workflows for Service Catalog items in ServiceNow
• Hands-on experience on Governance, Risk and Compliance application (GRC)
• Experience in SDLC (Software Development Life Cycle) of projects System study, Analysis, Design and Develop, Resource planning, Testing and Implementing business applications.
• Good Knowledge on eDirectory and OpenLDAP.
• Experience in, Master ARSuite, AR Schema, Remedy EIE, Remedy Web Services, SLA Management.
• Experience in designing, developing, Configure, customizing andadministrating ITSM suite of applications.
• Customized ITSM (5.x/6.x/7.x), Incident, Problem Management and Change Management modules based on user requirements.
• Created and configured Service request processes for SRM 2.1/2.2 and Customization of SRM 2.2
• Good understanding of Asset Management, CMDB, Service level Agreement, Remedy Mid Tier, Web Services, Crystal Report.
• Extensively involved in the configuration of the ARS Remedy with up to date client foundational data, Auto-routing the Incident, Problem and Change tickets using “Assignment Engine 7.1” and “Approval Engine 7.1”.
• Performed various system administration duties that include Installation of Software Providing support for users applying patches to ARS 6.x/7.x., troubleshooting ITSM 6.x/7.x.
• Designed and deployed integration of Remedy ticketing system with other vendor systems.
• Configured and updated Remedy Flashboards7.5 for the client’s COTS and custom applications using the Remedy utilities
• Posse’s expert knowledge in implementing Approval process for Change Management as well as Custom Applications.
• Strong working knowledge of Oracle (10g/9i/8i).
• Excellent analysis, presentation and communication skills and a team player with excellent analytical and problem solving skills.
• Experience in developing and customization of Flashboards and service level Agreement (SLA) modules for remedy ITSM.
• Strong Knowledge of SRM application.
• Strong debugging skills on ARS workflow applications.
• Good Knowledge of ITIL and ITSM best practices.
• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report.
• Strong knowledge of using Remedy APIs in C#, .Net environments.
• Proficient in Back-End Programming using Oracle, SQL Server and MS-Access for writing stored procedures, PL/SQL statements.
• Strong knowledge of Object Oriented Analysis, Design and Programming (OOAD).
• Good Understanding in Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.
• Good written and verbal communication skills and strong analytical and problem solving skills.

TECHNICAL SKILLS

Web Technologies: Java Script, Angular JS,VB Script, HTML, XML and CSS.

Languages: Visual Basic, ASP.NET, VB.NET, PL/SQL, SQL, C,C#.

Scripting Languages: Shell script, Ksh, Pearl.

GUITools: RemedyARS7.x/6.x/5.x/4.x,HD7.x/6.x5.x, CM 7.x/6.x5.x/4.x,AM7.x/6.x/5.x/4.x,SLA,SLM and SRM 2.1/2.2 Remedy Midtier 6.x on Web sphere and Remedy Migrator 7.x/6.x/5.x Microsoft

Applications: Access, Power Point, MS-Word, MS-Excel.

Remedy Applications: Help Desk7.x/6.x/5.x,Change Management 7.x/6.x Asset Management 7.x/6.x.Service level Management 7.x/6.x.

Web servers: WebLogic8.1, Webpshere5.x/4.x. Apache Web Server And Tomcat 3.2.2

Database: Oracle (10g/9i/8i/7.x), SQL Server 2005, Sybase, MS Access 9.0/10/11.

Operating Systems: UNIX, Windows NT, Windows 95/98/2000, MS, DOS.

PROFESSIONAL EXPERIENCE

Confidential, IL

Senior Servicenow Developer/Administrator

Responsibilities:

• Involved in providing the design solution, technical methodologies and processes solution to meet the customer requirements.
• Migrated data from BMC Remedy to Servicenow.
• Used JDBC Data source to connect BMC remedy Database to migrate CMDB Data into Servicenow CMDB.
• Integrated BMC Discovery tool with Servicenow.
• Configured LDAP Servers to get users and groups into Servicenow.
• Configured E-Signature for approvals by using mobile App.
• Created UI Actions, Business Rules, and Client Scripts extensively using Glide Forms, Records, Scratchpad, AJAX and Glide System.
• Built web pages that are more user-interactive using JQuery Plugins for Drag and Drop, AutoComplete,JSON, JavaScript and ExtJS.
• Integrated Spectrum with Servicenow using REST API.
• Upgrade ServiceNow from Helsinki to Jakarta.
• Snow Instances configurations (Helsinki and Jakarta)
• Used transform maps and transform map scripts to map with Servicenow tables from external data sources.
• Installed and configured Crossfuze to send reports to different server locations.
• Installed and configured Remote file import tool to migrate the data from mid server into Servicenow.
• Worked on configuring CMDB.
• Setting up Configuration Management from scratch defining the CI classes and their relationships.
• Used JavaScript debugger and Field watcher for troubleshooting.
• Created Database views for CMDB reports.
• Workflows for Change Management, Service catalogs and SLA’s. Assist in the import of configuration and asset data.
• Integrated Tripwire with Servicenow using RestAPI
• Successfully Implemented SMTP/POP3 for Sending and Receiving Email.
• Create custom interface for end-users utilizing variable sets and other customization in record producers and service catalog items
• Supporting and optimizing ServiceNow instances including trouble shooting, major/minor enhancements, and bug fix.
• Successfully Integrated SSO by using SAML 2.0
• Advising Best Practices in both the methodologies and the Service Now platform.
• Providing knowledge transfer, training and mentoring to other staff members.
• Successfully resolved Users access and roles issues by checking in Active Directory and Users Tables.

Confidential

Lead Remedy Developer

Responsibilities:

• Used Atrium Integration Engine to import data into ARS from External
• Installed and Configured Action Request System 9.1,Midtier, CMDB 9.1, ITSM 9.1, SRM 9.1 and SLM 9.1
• Successfully Implemented Remedy SSO by using Kerberos.
• Involved in Configuring Remedy Smart Reporting.
• Successfully Integrated BMC Remedy with LDAP by using Spoon and Atrium Integration Engine.
• Used Atrium Integration Engine to import data into ARS from External
• Data source
• Configured Load Balancer for AR System and SSO
• Responsible for ARS system administration and Production support.

Environment: CMDB 9.1, ITSM 9.1, ARS 9.1 running on RHEL 6.7 using Oracle 11g databases

Confidential, CO

BMC Remedy/ ServiceNow Developer

Responsibilities:

• Involved in gathering the requirements from the business team and writing the technical design documents.
• Developed Service catalogs which includes creating new catalog items, designing workflows and Execution Plans.
• Created database views to pull the reports on variables which are being used by Catalog Items
• Maintained the versioning of the documents in the SharePoint
• Implementation of different Applications, Modules, Tables and Views as per client's requirement and process for Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management and Service Catalog.
• Integrated Alarampoint to Servicenow by using Rest API
• Involved in configuring the Business Rules, Client Scripts in the ServiceNow
• Integrated Eracent with Servicenow using JDBC Data source
• Participated in meetings with the end-clients to develop layout, color scheme for the web page and implemented them with the help of HTML5,CSS3 and JavaScript.
• Used JavaScript for Client-Side controls validation
• Set up the SLA for the incident, problem, change management processes as per the requirement
• Involved in various ServiceNow customizations as per client's requirement.
• Involved in migration between various ServiceNow instances using Update Sets
• Worked on loading the data into ServiceNow using import sets
• Successfully Implemented Digested Token in SSO.
• Imported Configuration Items(CI) from third party applications using import set tables
• Experience in configuring email notifications in ServiceNow
• Setup MID Server used by Discovery and troubleshooting problems with the tool configurations.
• Involved in generating the on-demand reports and scheduling report generation in ServiceNow
• Worked on customization of ESS portal as per the requirements - Created the reusable content blocks
• Set up the integration of ServiceNow with Splunk so that Splunk team can monitor the CI gathered by the discovery

Confidential

Remedy Developer/Admin

Responsibilities:

• Involved in integration between CMDB and ADDM, SCCM.
• Used Reconciliation to identify, compare and merge datasets from external data sources into CMDB
• Customized Product Catalog based on business requirement
• Involved in Application modeling.
• Involved in generating TPLs for CAM based Applications.
• Performed data cleanup activities using backend remedy forms, Custom scripts for Asset Management and CMDB.
• Analyze, resolve, and co-ordinate technical problems for all issues/incidents
• Maintain Remedy incident tickets and service request cases in a timely and efficient manner
• Managing and escalate issues according to the proper procedures.
• Participate in the 24x7 L2 on-call primary support rotation with other L2 team members. May include weekends and off hours as needed.
• Perform approved L2 change controls per documented procedures
• Perform incident ticket trending and analysis to identify root cause and reduce overall problems
• Perform proactive monitoring of systems and servers
• Initiated and participated in Product Catalog advisory board to review the products and model/version information that should be maintained in the BMC Atrium Product Catalog.
• Contribute to the configuration and customization of the Enterprise Monitoring, AlarmPoint, Remedy, and Automation systems for monitoring UNIX, WINTEL, network, and database devices, application logs, SYSLOGs, etc

Environment: CMDB 8.x, ITSM 8.x, ARS 8.x running on Linux using SqlServer database, ADDM 9.x.

Confidential, Arlington, VA.

Remedy Developer/ Admin

Responsibilities:

• Configured ITSM 7.6(Incident, Problem, Change and Asset Management) Midtier, AIE, LDAP.
• Configured and imported foundation data and software licenses data.
• Created staging forms to import purchase order Data.
• Customized OOTB Incident, Change and Asset Management.
• Creating technical design documents in accordance with prescribed development guidelines. Involved on code review and its migration.
• Worked on bug fixes for home grown application on the ARS system
• Monitoring of EIE jobs for data integration.
• Used Reconciliation to identify, compare and merge datasets from external data sources into CMDB
• Customized Product Catalog based on business requirement
• Involved in Application modeling.
• Involved in generating TPLs for CAM based Applications.
• Performed data cleanup activities using backend remedy forms, Custom scripts for Asset Management and CMDB
• Development of a completely custom application for Asset maintenance.
• Custom integration Remedy with PeopleSoft.
• Successfully Configured Email Engine for SMTP/IMAP4 for Incoming and Outgoing Emails.
• Worked on bug fixes for home grown application on the ARS system
• Involved in applying patches and troubleshooting of ARS server.
• Involved in creating the SDD for Incident, Change and Asset Management.

Environment: CMDB 7.6.04, ITSM 7.6.04, ARS 7.6 running on Linux using Oracle 11g databases.

Confidential, Reston, VA.

Remedy/ Change Analyst

Responsibilities:

• Successfully Customized Change Management and Asset Management Applications.
• Successfully configured custom Approval Rules.
• Involved in setting up of the CMDB 7.5
• Successfully created new Web services for Change Management and Asset Management modules to Integrate with third party applications.
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework.
• Successfully loaded all the ITSM 7.1 data into ITSM 7.6 with the help of Atrium Integration Engine and BMC Remedy Import Tool.
• Integrated Remedy with Good Application.
• Worked on writing test scripts and was responsible for System test plan execution & User acceptance tests (UAT).
• Worked on Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e. Incident and Change Management.
• Created attributes and datasets in CMDB and used reconciliation to identify, compare and merge datasets from external data sources into CMDB.
• Involved on installing BMC SRM 7.6.03 and BMC SLM 7.6.03 on existing ARS platform.
• Configured the SRM and SLM module.
• Involved in the Migration of ITSM applications from 7.1 to 7.6
• Integrated with ITSM Modules i.e. Incident Management, Change Management, Asset Management, Approval Server with 3rdparty applications.
• Upgraded the existing applications from ITSM 7.1 to 7.6
• Involved in the migration of definitions and data using BMC Remedy Migrator 7.5 from development to production system.

Environment: CMDB 7.6.x, ITSM 7.6.x, ARS 7.6.x, AREA LDAP, Running on Linux using Oracle.

Confidential, Harrisburg, PA

Remedy Developer

Responsibilities:

• Successfully implemented Change Management Process Model 7.6.x
• Successfully Customized Change Management Approval Process.
• Developed documentation for Change Management application.
• Customized Key Performance Indicators (KPI’s) 7.6.x for the client custom applications.
• Involved in preparing user document and business process document.
• Developed KPI Reports for the Change Management Application.
• Customizing and creating Forms, Active links, filters, menus and escalations according to the business needs.
• Customized Change Management Application (roles, status, priority, tasks and workflow).
• Installed and Configured Action Request System 7.6Remedy Asset Management 7.6, Remedy Change Management 7.6.
• Successfully Implemented Remedy SSO by using SAML.
• Involved in Configuring Remedy Smart Reporting.
• Successfully Integrated BMC Remedy with LDAP by using Spoon and Atrium Integration Engine.
• Used Atrium Integration Engine to import data into ARS from External
• Data source
• Configured Load Balancer for AR System and SSO
• Responsible for ARS system administration and Production support.
• Implemented Purchasing and Receiving in Asset Management and developed end to end process from Purchasing to Receiving Hardware assets.

Environment: ITSM 7.6.x, ARS 7.6.x, SQL Server 2005.

Confidential, San Jose, CA.

Remedy Developer/Administrator

Responsibilities:

• Successfully implemented new feature for ITSM 7.6.x
• Successfully Customized Help Desk Applications.
• Successfully configured custom Approval Rules.
• Involved in setting up of the CMDB 7.5
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Successfully created new Web services for Incident and Change Management modules to Integrate with third party applications.
• Developed and created various forms, Menus, Active Links, Filters, escalations and menus to enhance the functionality.
• Successfully created new Web services for Incident and Change Management modules to Integrate with third party applications.
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework.
• Created attributes and datasets in CMDB and used reconciliation to identify, compare and merge datasets from external data sources into CMDB.
• Worked on design, development and migrating service requests for BMC SRM (AIF).
• Involved in System test, Integration test and Regression test.
• Worked on writing test scripts and was responsible for System test plan execution & User acceptance tests (UAT).

Environnent: CMDB 7.6, ITSM 7.6, ARS 7.6, AREA LDAP, Running on Linux using SQL Server2005.

Confidential, Bellvue,WA.

Remedy Developer/Administrator

Responsibilities:

• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Installed and Configured Action Request System 7.5, Remedy Asset Management 7.x and Remedy Change Management 7.x with Unified Quoting.
• Actively participated upgrading Remedy ARS7.5 system, InstalledAR 7.5 Server Admin, User, Email engine, CMDB, Approval server and Assignment engine.
• Using Discovery tools to find out all my server names on Network.
• Installed mid-tier using web services and Apache Tomcat.
• Upgraded Remedy Action Request System from 7.1 to 7.5 and IT Service Management Suite from ITSM 7.1 to 7.5
• Successfully loaded all the ITSM 7.1 data into ITSM 7.5 with the help of Atrium Integration Engine and BMC Remedy Import Tool
• Verified the licenses required for the applications and installed the Incident, Problem& Change Management applications.
• Configured and updated Remedy Flashboards7.5 for the client custom applications using the Remedy utilities.
• Involved in backing up the data from the custom based Applications and Incident, Problem and Change management systems.
• Involved in the upgrade of the ITSM v.7.0.3 to patch 7 and patch 9 with up to date user defined customizations
• Customized and ConfiguredRemedy AR System, Incident, Problem and Asset Management.
• Created various Crystal Reports such as On Demand Monthly reports as well as Scheduled reports
• Partially involved in Business requirement gathering and totally responsible for Technical design, development, and unit testing.
• Synchronized Acceptance and Production servers using Remedy Migrator, code move for enhancements and defect is done by using migrator tool.
• Involved in System test, Integration test and Regression test.
• Resolved the errors during the application installation and migration using the error logs.
• Created various Crystal Reports such as Monthly reports, SLA/SLM Reports etc., on Demand as well as Scheduled reports
• Designing web pages and applying CSS style sheets to them.
• Installed and upgraded Action Request System Remedy from 6.x to 7.x and then to 7.5.
• As an Admin, was responsible for granting access, permissions and archiving.
• Worked with UAT team to prepare user document and business process document.

Environment: ARS 7.x/6.x,ITSM 7.x, Help Desk 7.x, Change Management 7.x, Asset Management 7.x, Service Level Management 7.x, CMDB 2.1, Crystal Reports9.x, SQL Server 2005, Microsoft Windows 2003 Server,BMC Remedy Migrator 7.x.

Confidential, Bridgewater, NJ.

Remedy Developer/Administrator

Responsibilities:

• Configured the Help Desk application using Configuration manager.
• Involved in installation and configuration of Remedy Action Request System 6.x and Remedy Migrator and Flashboards 2.0 on Oracle Database.
• Integrated and mapped the external databases to Remedy Applications using View form and Vendor Form- new features of Remedy 5.0
• Enhancing / customizing of the out-of-the-box application by designing new workflow - using Active Links, Filters and Escalations - to meet the requirements of the Users.
• Created tables in oracle database.
• Importing data in the deployment of the system to a new production server.
• System testing on development and Production Servers.
• Design of Reports using Crystal Reports that generate standard reports.
• Using Report Distribution Expert for distributing reports.
• Developed applications using third party tools using JAVA, XML SOAP Web Services & JAVA/Perl API.
• Using Crystal Enterprise Manager to publish reports on the Web.

Environment: Remedy ARS Server 6.x /5.x, Help Desk Asset Management, Service Level Management, Oracle 8.x, and Windows NT 4.0.