Summary:

• Seasoned IT consultant with over 8 years of experience in ITIL processes implementation, application design and development, operations and maintenance, and systems automation as a Systems & Software Engineer.
• About 7 years of hands-on experience in designing and developing enterprise level Remedy applications on both Windows/MS SQL and Unix/Oracle environments.
• Experienced in all phases of the Software Development Lifecycle Process.
• Proficient with various automation tools, enterprise relational databases, operating systems, web technologies and programming languages.
• Exposure to wide range of computer hardware architecture models, their components and its digitally designed features.
• Expert level configuration skills in BMC Remedy ITSM Suite – Asset Management, Change Management, Configuration Management Database and Helpdesk modules.
• Strong knowledge of best practice standards including ITIL and Microsoft Operations & Solutions Framework (MOF & MSF).
• Ability to take and give directions, and provide assistance through completion of tasks in both small as well as large scale environments.
• Sincere, enthusiastic, hardworking with good communication and interpersonal skills combined with an appetite to learn new skills.
• Winner of ‘Best Employee’ award for 7 consecutive years (2005-2011) from Multi-National Consulting Lines (MNCL Inc.).

Training and Certifications:

• Trained on BMC Remedy Atrium CMDB and Reconciliation Engine.
• Certified in ITIL® V3 Foundations.

Professional Experience:
Confidential,
Senior Remedy Developer October 2011 – Present

• Apply Agile Development methodology & Design Patterns to deliver applications in a rapidly changing environment.
• Extend current Quote-Order system capabilities involving multiple technologies to various European and African nations as a result of Level-3 acquisition of Global Crossing.
• Coordinate with Production Support team to resolve issues, raised by Tier-3 on mission critical and highly complex systems, within stipulated SLAs.
• Act as a Remedy Subject Matter Expert and assist System Analyst, Scrum Master, and Product Owner in grooming User Stories from Team’s backlog.
• Manage a team of 7 by conducting daily stand-up meetings, record roadblocks and resolve them.
• Participate in code review meetings to police adherence to established code standards and naming conventions by junior developers.
• Configured Remedy Java API’s and enhanced a migration tool which is primarily used for migrating code across multiple environments.
• Implement complex integrations with multiple applications including Salesforce.com
• Confidential,

Senior Remedy Developer August 2009 – October 2011

• Designed and developed Remedy applications for high volume customer support tickets tracking modules (52,000 concurrent Remedy Users and approx. 175,000 tickets per day).
• Proposed and implemented highly optimal performance effective techniques on existing applications for maximum system availability.
• Participated in requirement analysis meetings and subsequent design specifications meetings to brain-storm available technical solution options.
• Involved in CMDB meetings and assisted upper management understand Configuration Management best practices to map an evolving process to CDM based Atrium CMDB.
• Coordinated with system engineers in releasing Remedy workflow changes while adhering to Enterprise Release cycle guidelines.
• Lead mission critical and high visibility application enhancements involving multiple systems (i.e. SAP, AD, etc.) in order to create Comcast agent profiles and profile data fine-tuning.
• Implemented integration projects between Comcast and its partner vendor – CSG to enhance communications between them by E-Bonding their ticketing systems.
• Designed and developed outbound and inbound target pattern for interoperability with Remedy, leveraging technology advantages with their optimal mix (i.e. Java and Remedy).
• Lead Comcast Web project - discussed out of the box solutions for ultimately making Remedy Applications web friendly.
• Designed and implemented Remedy based Document Management System by reverse engineering Remedy native attributes.
• Responsible for packaging enhancements adhering to Comcast best practices and make such packages easily deployable across multiple environments.
• Utilized Perl based custom developed middleware - AR System Non-Interactive Environment (ARNIE) to address requirements on Data extraction, loading and transformation.
• Enhanced mission critical Correlation application to facilitate trending of closed Customer tickets. Correlation application saves about USD 2 million dollars to Comcast every month by reducing a significant number of truck rolls.
• Lead development effort on a Dynamic Ticket Scoring (DTS) project so that tickets are assigned their due weight and prioritized appropriately.
• Designed and developed an Equipment Tracking module in order to facilitate better categorization of Comcast customer equipment and track model/equipment failures.
• Demonstrated creative problem solving skills by developing Email Transfer feature for Comcast Customer Base.
• Confidential,

Philadelphia
Remedy Developer February 2009 – July 2009

• Participated in requirement analysis meetings and discussions for IPS 2.0 (Implementation Project System) Project. In this phase, the goal was to eliminate Remedy User Tool and replace it with a JavaScript and HTML based front end user portal.
• Developed and fine-tuned build server code which would then be used for developing C# based web-services to interact with Remedy APIs.
• Developed an action items list while working with business units in order to prioritize and finalize various reporting requirements including Senior Management Dashboards, Gantt Charting, etc.
• Act as a Remedy subject matter expert in this multi-system integration project in order to optimize ARS performance as well as achieve intended functionality.
• Work collectively with internal management and/or business analyst teams and contribute in brain-storming sessions in order to transform requirements document to technical specifications document.
• Confidential,

Washington D.C
Remedy Operations Lead October 2007 – November 2008

• Instrumental in drafting IT Shared Services (ITSS) BMC Remedy 7.x project plan and finalize required architecture for the same proposed project plan.
• Installed and configured ARS 7.0.1, Asset Management 7.0.1, Service Desk 7.0.1, Change Management 7.0.1, Service Level Management 7.0.1, CMDB 2.1 and Service Request Management 2.1 on Windows/SQL Server environment.
• Collaborated with organization wide team leads to fine-tune existing foundation data elements. This step was an important precursor for DOT to start contemplating about Remedy 7.x upgrade.
• Responsible for providing active Remedy Operations Support for 9 DOT modes comprising a user base of approximately 1600 users.
• Maintained a technical relationship with BMC Remedy and its support partners with regards to requesting enhancements, license management, reporting and tracking bugs, and planning upgrades.
• Participated in weekly business process meetings and provided guidance from technical and operations standpoint.
• Coordinated with various process managers in an attempt to either enhance existing ITIL driven process or establish new processes that are in alignment with ITIL framework.
• Act as a subject matter expert (SME) for DOT Service Desk and assisted them by automating their existing processes to drive better customer service.
• Presented various Demos on Remedy IT Service Management Applications for interested business units and attracted various potential stakeholders under Common Operating Environment (COE).
• Developed and extracted custom crystal reports for capturing KPI’s for their subsequent analysis by upper management at DOT.
• Interacted with multiple business partners from various agencies to keep in tune with their updated requirements as part of DOT strategic goal – Continuous Process Improvement.
• Gathered requirements and converted business specification documents to technical applications on ARS platform.
• Instilled tighter control on direct production changes by drafting and enforcing DOT Remedy Operational Guidelines.
• Confidential,

Washington D.C
Remedy Architect January 2006 – September 2007

• Involved in successfully upgrading from ARS 6.01, ITSM 5.6 to ARS 6.03, ITSM 6.0 Suite, by playing a pivotal role in various stages of the Project life cycle.
• Assisted upper management by detailing further enhancement projects, subsequent project tasks, resource allocation, timeline estimates for post-upgrade environment at Fund.
• Responsible and single point of contact designate (technical) for the knowledge transition period from current Remedy team to offshore support team.
• Augmented the current Remedy Team (TGSIREMEDY) and accelerated Remedy 6.3, ITSM 6.0 Suite Upgrade Project at Fund in order to pave way for ITIL arrival.
• Built development & test environments, documented and synced them with the production environment in order to initiate best practices and get a step closer to CMMi3 implementation.
• Installed and configured ARS 6.3, Asset Management 6.0, HelpDesk 6.0, Change Management 6.0, Service Level Agreements 6.0, CMDB 1.1, Remedy 6.3 Mid-Tier and Email engine.
• Pioneered importance of ARS developer standards, effective release management procedures and overhauled in their subsequent enforcement within the Remedy team in the organization.
• Responsible for providing administration support for various in-house Remedy applications to approx. 500 remedy users and also maintained a technical relationship with BMC Remedy with regards to requesting enhancements, license management, reporting and tracking bugs, and planning upgrades.
• Implemented, as a Remedy team integrations primary, all the enterprise integrations with Remedy. These include integrations with eDirectory©, Netcool Monitoring System©, PeopleSoft Financials©, Right Answers©, Cisco IPCC IVR© and BMC Topology Discovery©.
• Configured and implemented Action Request External Authentication (AREA) with Lightweight Directory Access Protocol (LDAP) server in order to minimize 30 % of support calls for Remedy team and thereby enhancing team’s productivity.
• Analyzed license utilization and optimized license distribution of Remedy server and its applications in the organization and saved $10,000.00 for fiscal year 2006.
• Developed customized workflow solutions on in-house applications to fulfill the enhancement requests while maintaining best practices of software design including iterative development, data driven workflow, normalized data and generic application design.
• Coordinated with project management leads in scheduling action items, setting milestones and suggested proper workload/resource relationships in Remedy development and documentation functions.
• Instrumental in configuration and creation of Reconciliation engine rules to reconcile data from various data feeds into CMDB 1.1. This proof-of-concept project included a data feed from BMC Topology discovery©, PeopleSoft Financials© and TRECI data.
• Confidential,

Virginia.
Remedy Integrations Developer August 2005 – January 2006

• Involved in requirements collection and SOW preparation for Remedy – Apropos integration for Motive Replacement project and eCBS archiving project.
• Created workflow for Remedy HelpDesk integration with ATG (formerly known as primus) to meet end user requirements.
• Fine-tuned developed code in successive iterations to get continuous quality improvement and overall performance improvement for the enhancement project.
• Coordinated with Apropos team to configure API’s for integration between Remedy and Apropos for Chat, Callback and exceptional handling procedure.
• Developed test scripts for regression testing, user acceptance testing, pilot testing, shakeout testing, unit testing and production readiness testing for development, acceptance and production environments.
• Use of OLE Automation for launching IE in front end and use of Perl script to get back data from the web server to Remedy are some of notable achievements in this project.

Education:

• Oklahoma State University, Stillwater, OK. August 2003 - August 2005 Master of Science in Electrical and Computer Engineering

GPA: 3.45

• Osmania University College of Engineering, India. November 1999 – May 2003

Bachelor of Engineering in Electrical & Electronics
GPA: 3.75

References:

• Available upon request.