SUMMARY

• Having over 9 years of solid IT experience in various stages of life cycle Software development.
• 7 years of experience as Remedy Developer/Administrator with strong skills in ITSM suite 4.x/5.x/6.x/7.0/7.5 and Custom Application Development Using ARS, Migrator 5.x ,6.0 and Remedy Web.
• Designed custom built HD, CM & AM modules based on user requirements.
• Designed flashboards for HD module for providing dynamic data.
• Involved in requirement analysis, Business analysis, Used-Case analysis, change management and configuration management.
• 2 plus years of experience as Web Developer. Developed Client Server and web-based applications.
• Proficient in Back-End Programming using Oracle, SQL Server and MS-Access for writing stored procedures, PL/SQL statements.
• Strong development skills in Visual Basic 6.0, ASP, Java and JSP.
• Writing high-level Test Plans and Test cases based on the baseline requirements.
• An excellent team player with highly favorable interpersonal and Communication skills.

TECHNICAL SKILLS

Operating Systems: Windows 95/98/NT/2000, MS-DOS, HP-UX and UNIX.

Applications/Tools: Remedy (Action Request System 4.5.x, 5.x,6.3,7.0,7.5), Helpdesk 4.x/5.x/6.0 Remedy Service Desk 7.0/7.5 , Change Management 4.x/5.x/6.0/7.0/7.5 and Asset Management4.x/5.x/6.0/7.0/7.5,Remedy Migrator, MasterARSuite 5.1, EIE 3.0, Dream Weaver, Atrium CMDB1.1,2.1, Microsoft FrontPage, Flash 5.0, Adobe Photoshop, Adobe Acrobat, Microsoft Project, Visio, VSS, Crystal Reports, Business Objects and Load Runner
Languages: Java2.0, ASP, VB, JSP, JavaScript, HTML, PL/SQL and C/C++.
Database: ORACLE 7.X ,8.i, 9.i&10g, SQL Server 7.0/2000,Sybase and MS Access.

PROFESSIONAL EXPERIENCE:
Confidential,Philadelphia,PA.
Sr Remedy Programmer Jan 08 – Current.

Responsibilites:

• Installed and Configured ARS 7.1.00 and Mid-tier and applied patch 2.
• Configured and tested Email Engine.
• Installed and configured Approval server & Assignment Engine.
• Installed and Configured CMDB 2.1.
• Installed and Configured Remedy ITSM 7.0.03 applications including Incident, Problem and Change Management and applyed patch 7.
• Prepared test scripts for the as-built applications.
• Imported Foundation Data.
• Intigrated Penn community with Remedy to Populate the pople data.
• Customized V6 Change Management Application (roles, status, priority, tasks and workflow).
• Configured the Assignment process and approval process for Remedy Change Management.
• Added New Approvers, Created New Approval Process for Production Turnover and Special Run Request process for ISC AIT. Created New Approval Roles, Defined New Approval Rules.
• Upgraded the existing Help Desk and Change Management applications from 6.0 to 7.0.03 and server from ARS 6.3 to ARS 7.1.00.
• Enhancing and customizing the out-of-the-box application by designing new workflow using Active links, Filters, Menus and Escalations.
• Created Development & Test environment to test and develop customization and synced this with Production environment.
• Extensive system testing on both the development and production servers and used Panacia to keep both servers in sync.
• Involved in requirements gathering and Interacted with business users for customizations to the Newly installed Remedy V7.
• Created Manager Level Mertics Reports for all the applications(Insident, Problem,

Change) using Crystal Reports Designer 10.

• Created Adhoc Reports Weekly, Monthly Based of Status and Based of Priority

And Also Open Pending Closed Cases per Assigne, and Assigned Group.

• Provided “Best Practice” Recommendations and applied ITIL framework guidance during the life of the project.
• Prepared technical requirement documents.
• Conducted User Training.
• Prepared the High-level Test documents for testing team.
• Prepared User Manual for end users.

Environment:RemedyARS7.1.00,Oracle10.2.03,Linux5,Panacia3.7,IncidentManagement7.0.03, ProblemManagement7.0.03, Change Management 7.0.03, CMDB 2.1,Crystal Reports Enterprise 10 , Apache Tomcat.

Confidential,Dulles, VA

Sr Remedy Analyst Mar 07 – Jan 08

Responsibilites:

• Involved in Requirement Gathering and Interacted with end user’s for requirements for the Incident Management Application
• Build New Custom Incident Management Application as per the Business Requirements provided by the Intake group.
• Integrated Incident and Problem Management Applications. For Creating Problem Management tickets from Incident Report or Relating Incident report to Problems.
• Created workflow to send out Notifications to Different Managing stations and Generate Net cool Alarm for the Managing station once the Problem ticket has been created.
• Customized the Custom build Change Management Application Created New approval Roles and New approval rules. And adjusted the approval Level process.
• Created Web Services to Integrate Remedy with other Application which is out side the Remedy.
• Customized the Web Track Application Provided the Field validation functionality and sending out Notifications.
• Created workflow to Audit different field changes in all the Applications and sending out notifications on field changes in all Applications.
• Customized the Test Ops application Provide the Bar Data and sending email notification Functionality.
• Configured and used EIE to Import data from External Sources to CMDB
• Involved in Hardware move from Reston Data Center to Dulles Data Center. Which includes move of Application servers, Web Servers and Data Base Servers of Remedy.
• Configured the DSO Process for AOL UK Applications.
• Used Migrator to keep Dev, Staging and Prod Environments in Sink Used DSO for Data only Distribution for Reporting server, which is used for Reporting.
• Created High Level Test Cases for Testing Team to Perform Their Testing.
• Prepared User Guide for the Newly built Custom Incident Management Application and Conducted the Training Classes for the users.

Environment: Remedy ARS 6.3, Custom Incident Management, Custom Problem Management, Custom Change Management, Test Ops, Web Track, Net Ops Work Order, Sybase, Linux, Migrator 6.0,CMDB 2.x,Tomcat and Business Objects XI.

Confidential,Reston, VA

SrRemedy Developer Apr 06 – Mar 07
Responsibilities:

• Customized the Change Management Process Added new Approval Roles and Created New Approval Rules.
• Created New Business Approval Role. For Financial Application changes and For Infrastructure Changes.
• Changed the Approval Role Field Structure From Enumerated to Character Menu Driven.
• Customized the OOB Help Desk Module. Added new Fields Business Cluster and added new workflow to make Root Cause and Resolution Code Fields mandatory for resolving the HelpDesk Case. As part of the company’s business requirements.
• Implemented SOX One Touch rule for Approval process as part of SOX implementation.
• Created Workflow to audit Different Field changes on Change and Help Desk Forms.
• Created workflow for Field Restrictions in Different Phases of ticket for the custom built DBMod Application and ESM Request Tracking Applications.
• Implemented SOX Notification Work Flow on the custom built DBMod Request Tracking and ESM Request Tracking.
• Used SLA’s for performance tracing of different groups in the Organization for reporting purposes.
• Used Migrator to Keep the Development, Acceptance and Production Environments in Sync.
• Prepared Technical Requirements Documents for enhancements and defects.
• Prepared Migration Documents to help engineering in Migrating the code from Lower environments to production environment.
• Prepared user manuals. To help user of the applications.
• Worked with end-users to gather the requirements.
• Created High level test cases to help the tester’s to fulfill the testing process.
• Assisting the testers in Regression and System testing process.

Environment: Remedy ARS 6.3, Help Desk 5.5, Change Management 5.5,Asset Management 5.5, Sybase, HP-UX, Migrator 6.0, Crystal Reports9.0.

Confidential,Minneapolis, MN

Remedy Developer/Administrator Jan06 – Apr 06
Responsibilities:

• Configured the assignment process and approval process for Remedy Change Management
• Customized Change Management Application .
• Added New Approvers Created New Approval Process and Created New Approval Roles. Defined New Approval Rules.
• Upgraded the existing Help Desk and Change Management applications from 5.5 to 6.0 and server from ARS 6.0 to ARS 6.3
• Enhancing and customizing the out-of-the-box application by designing new workflow using Active links, Filters, Menus and Escalations, met the user requirements
• Performed performance tuning of Helpdesk & CM applications
• Customized and developed to provide new features in Help Desk Like - Survey, Outages, Incident Reporting, Conference,

Environment: Remedy ARS 6.3, Help Desk 6.0, Change Management 6.0, Oracle 9.0.1, HP-UX, MasterARSuite 5.1, Migrator 5.5, Crystal Reports9.0.

Confidential,Mclean, VA

Remedy Developer/ Administrator JUL 05 – Jan 06
Responsibilities:

• Customized the OOB Help Desk Application as per Change Control Board (CCB) requirements.
• Customized Change Management Application (roles, status, priority, tasks and workflow).
• Configured the assignment process and approval process for Remedy Change Management.
• Created Development & Test environment to test and develop customization and synced this with Production environment.
• Configured ARServer 6.3 and mid-tier 6.3on our QA box
• Implemented SLA module to track theefficiency of various groups within the operations department
• Performed administrative tasks and also involved in providing maintenance support
• Pulled data from People Soft database into remedy using View Forms
• Performed performance tuning of Helpdesk & CM applications
• Used Migrator to keep Dev, QA & Production servers in sync.
• Designed Test plans and trained users
• Designed various reports using Crystal Reports to meet business requirements

Environment: Remedy ARS 6.3, Help Desk 6.0, Change Management 6.0,CMDB1.1 Oracle 9.0.1, HP-UX, MasterARSuite 5.1, Migrator 5.x, Visio, Crystal Reports9.0 and Apache.

Confidential,Dallas,TX
Remedy Developer/Administrator Mar 05 – JUL 05
Responsibilities:

• Configured Mid-Tier, Change Management and Help Desk
• Upgraded the existing applications from ARS 5.x to 6.x
• Designed and Customized Remedy Change Management and Help Desk to meet user requirements
• Configured Approval Engine and Approval Process.
• Customized and developed to provide new features in Help Desk Like - Survey, Outages, Incident Reporting, Conference,
• Designed View forms to get data from external databases and generate reports for mid and senior management
• Created web views of forms, customized JSP pages and configured the mid-tier using the configuration tool
• Integration with HP Open View for creating & tracking events.
• Used Migrator to keep Dev, QA & Production servers in sync.
• Designed Test plans and trained users
• Designed various reports using Crystal Reports to meet business requirements

Environment: Remedy ARS 5.x/6.x, Help Desk 5.x, Asset Management 6.x, CMDB1.1 Oracle 9.0.1, HP-UX, MasterARSuite 5.1, Migrator 5.x, Visio, Crystal Reports and Apache.

Remedy Developer/Administrator Jun 04 – Mar 05

Responsibilities:

• Configured the assignment process and approval process for Remedy Change Management.
• Enhancing and customizing the out-of-the-box application by designing new workflow using Active links, Filters, Menus and Escalations, met the user requirements.
• Worked on the performance of the application by removing the repetitive workflow and adding indexes on field which are used commonly.
• Created Development & Test environment to test and develop customization and synced this with Production environment.
• Extensive system testing on both the development and production servers and used Migrator to keep both servers in sync.
• Integration with Clear Quest for version control
• Integration with Bugzilla (internal application used to keep track of bugs).
• Immense technical support provided.
• Trained users about the usability and the various processes in the system.

Environment: Remedy ARS 5.x, 6.x, CM6.x & HD5.x, Clear Quest, Oracle 9.2.04, Linux 2.3, Migrator 5.0, Visio and Apache.

Confidential,Sanjose, CA

Responsibilities:

• Installed and configured web server.
• Analyzing and gathering User requirements
• Customized OOB AM module to meet the requirements of certain group assets.
• Customized Web interface and webviews of HD & AM Forms.
• Customized Email engine and designed templates to create requests.
• Written some Perl & Shell scripts to run some jobs
• Integrated with TelAlert for automation of paging & escalations to support group
• Migration of workflow from development to Production server.
• Designed Test Plan and Test Cases for System Test of application.
• Wrote JavaScript to handle front end validations and modified css sheets to change UI colors
• Relevant reports were generated using Crystal Reports.
• System Administration and Performance monitoring.

Environment: ITSM 5.x, HD & AM, Oracle 9.x, Perl, UNIX, Visio, Crystal Reports 8.0 and Apache.

Confidential, Santa clara,CA

Responsibilities:

• Upgraded ARS Server, Help Desk Application from 4.x to 5.0
• Customization of the “Out of the Box” Help Desk application. This included populating/adding more Fields, Active Links, Filters, Escalations and Menus.
• Designed and Configured APPROVAL Engine for Change Management Process.
• Created Users, Groups and performed administrator level activities such as setting user and group Permissions.
• Synchronized Development and Production Servers using Remedy Migrator and Import Tool (Data/Definitions import and export).
• Developed Training manual for Users.
• Integrated System with Lotus Notes.
• Customized various reports for management using Business Objects.
• Server Administration tasks like backups, log files and access control.

Environment: Remedy ARS 4.5, Helpdesk, Asset Management, Migrator, Oracle 8.x, Visio, Business Objects, Lotus Notes 5.0 and Apache.

Confidential,Miami,FL
Remedy Developer Sep 02 – Mar 03
Responsibilities:

• Customized Change Management Application (roles, status, priority, tasks and workflow).
• Designed and developed CM application workflow using filters, active links and escalations.
• Customized web interface using Remedy web and created web view of forms.
• System testing on development and production servers.
• Used Migrator to migrate all object definitions from one server to another. And receive automatic notifications of completed migrations through e-mail or pager through the Remedy Notification System.
• Generated reports for management using Crystal Reports.
• Maintaining and bug fixing of the application.

Environment: Remedy ARS 4.x, Change Management 4.x, Remedy Web, Oracle 8.x, Migrator, Windows NT, Visio, Crystal Reports 7.0, MS-Access and IIS.

Confidential,Hyderabad,India
Timemanagement system Jun 01 – Sep 02
Programmer
Description:
This project used the Time Management Database used by the Managers and staff of the client (ProComm Electronics) to record time spent by employees on various projects. Employee demographic data and time sheet data are maintained in Access database. Managers have authorizations to generate, view and download time report of their employees by Project, Month and Employees.

Responsibilities:

• Designed and Developed User Interface with various VB Controls and Components.
• Designed and Developed tables in MS Access Database.
• Created and deployed various Reports.
• Involved in creating and modifying cursors, triggers, packages and stored procedures in PL/SQL.
• Handled errors in PL/SQL programs using exception handlers.
• Responsible for generating views for reporting purpose.
• Responsible for preparing unit-testing documents.
• Installed, configured and maintained Oracle 7.3.
• Assisted in performance monitoring and tuning of Oracle database servers.
• Created logins and user ids; set up privileges and roles for protection of data.
• Job responsibilities included creating database objects like tables, indexes, views etc. using SQL. Also involved in import and export of database.

Environment: Windows 2000/NT, Visual Basic 6.0, MS Access, Oracle 7.3, SQL, and Developer2000 (Forms 4.5 & Reports 2.5)

Confidential,Hyderabad, India
Student Information System Apr 00 – Jun 01
Programmer.
Description:
Primary aim of this project is to develop a complete student information system. This system is used by CBSI to store the information about all students who are undergoing training in CBSI, in all parts of the world. This system includes facility to store course, batch details, personal and attendance details, fee payment details in various installments, examination performance, assignment and project allotments and marks, receipt and certificate processing and provides numerous reports.

Responsibilities:

• Designed Entity Relationship diagrams, tables and constraints.
• Created the tables and relationships between them as per specifications.
• Used Visual Basic to create user-friendly screens for data entry.
• Designed and developed various interfaces as per user requirements.
• Wrote Procedures and database queries.
• Debugged the application for errors to get the desired output.
• Generated custom reports for periodic assessment of student status.

Environment: Windows 2000/NT, Visual Basic 6.0, Oracle 7.3, SQL, and Developer2000 (Forms 4.5 & Reports 2.5)

EDUCATION

Master of Science in (Computer Science)
Bachelor of Science in (Computer Science)