SUMMARY:

7 years of diversified technical expertise for the effective development and system administration of BMC Remedy Action Request System ARS and their related support services. This includes design, develop, test, install, upgrade, implement, document, train and support of Remedy ARS 5.x/6.x/7.x/8.x and ITSM 5.x/6.x/7.x/8.x applications.

PROFESSIONAL EXPERIENCE

Confidential

Remedy Developer

Responsibilities:

• Involved in gathering Business requirements of Remedy and Kinetic Service Request Console SRC from Business analysts and implementing them in Development, Testing and Production environments.
• Involved in modifying, developing and supporting custom built application Kinetic Service Request Console SRC .
• Involved in Production support on Remedy Applications like Remedy Incident Management, Remedy Change Management and Remedy Problem Management.
• Involved in Remedy upgrade project from Remedy 7.6.04 to Remedy 8.1.0.
• Worked on the major issue Performance Tuning using Apache Tomcat Remedy Web servers and few Java coding.
• Worked and fixed the primary issue of high memory usages of Remedy Servers.
• Involved in scheduled Remedy Server restarts using UNIX operating system.
• Extensively worked on CMDB and AIE.
• Performed data import and export with the help of Remedy data import/export web based application.
• Worked along the team for the Distributed Server Operations implementation for the UNIX database team.

Confidential

Remedy Admin/Developer

Responsibilities:

• Built SRM service catalogs by configuring PDT, AOT, Work Orders, also enhanced service request module to fulfill the user requirement
• Involved in gathering, analyzing the business requirements
• As per the user requirements, enhanced/customized by building the workflow with Active Links, Filters, Escalations for both ITSM and Custom-built applications
• Migrated Service Request builds by using Data Management tool
• Involved in migration of definitions and data using Remedy Migrator, import, and export tools from development to UAT and to production system.
• Involved in upgrading Remedy ARS and Mid-Tier from 7.1 to ARS 7.5.
• Integrated third party applications with Remedy Applications using Remedy Web Services.
• Integrated Remedy with Active Directory to authenticate users using remedy.
• Implemented performance techniques to increase the performance
• As an Admin, need to check the server performance, error logs, permissions, grant access and archiving the data by writing required qualifications.
• Created various Crystal Reports such as Monthly Weekly reports, and scheduled the reports to requested user community
• Trained users about the usability and the various processes in the system.

Confidential

Remedy Developer/Admin

Responsibilities:

• Upgraded and configured AR Server Mid-Tier from 6.3 to 7.5.
• Installed and configured CMDB 2.1.00.
• Installed and configured ITSM applications like Change Management, Incident Problem Management and Service Level Management
• Integrated Amdocs CRM with Remedy custom built customer trouble ticket app to generate tickets by using Remedy web services.
• Installed and configured Approval Engine and Assignment Engine for Approval Process.
• Installed and configured Remedy Email Engine for Incoming and Outgoing emails.
• Installed and configured Crystal Reports to meet the organizations reporting needs.
• Integrated Netcool monitoring tool to Remedy by using Netcool gateway to generate network outage tickets
• Gathered requirements in each project phase and estimated the time lines for each phase.
• Integrated Remedy with Active Directory to authenticate users using remedy.
• Created test environment to test and develop customizations and imported the code to the production box.
• Setting up user's permissions and roles.
• Set up groups, configured auto assignments, defined templates, and incident, problem and SLA rules.
• Applying updates, add-ons and patches to keep the Remedy suite up to date.
• Additional user requirements were met by enhancing/customizing both out-of-the-box custom built applications by writing Active links, Filters, Escalations. Menus
• Worked to improve performance on Mid-Tier and ARS
• Involved in server administration jobs like taking back ups, maintaining log files etc.
• Given extensive production support to the user community
• Involved in gathering requirements and provide end-user training for the users

Confidential

Remedy Admin/Developer

Responsibilities:

• Worked on design and development of Custom built application as per user requirements.

• Involved in configuring Tivoli network monitoring tool to Remedy Incident Management application through Net cool gateway.
• Upgraded the existing applications from ARS 6.x to 7.x.
• Designed and Customized Change Management, Help Desk and Asset Mgmt to meet user requirements.
• Configured Approval Engine and Approval Process.
• Designed View forms to get data from external databases and generate reports for mid and senior management
• Implemented Single Sign On to authenticate users automatically using windows credentials.
• 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.

Confidential

Remedy Developer/Administrator

Responsibilities:

• Requirement gathering and analysis.
• Upgraded ARS 5.1.2 to 6.x along with Mid-Tier New Atlanta
• Provided constant production support for HD AM applications.
• Implemented SLA module to track performance of various groups
• Designed application using HD module, workflow using filters, active links, menus escalations
• Integrated TelAlert to generate Remedy tickets
• Responsible for license issuance and tracking
• Extensively used Remedy Import and Export for Migrating data from one server to Other
• Administrative tasks such as performance tuning, backup and optimizing workflow by using SQL, creating user accounts, and database maintenance.
• Responsible for Server maintenance and Support.
• Developed Test Plan and Test Cases for System Testing and UAT.
• Created manuals and Documentation for user reference.
• Designed various crystal reports based on user requirements

Confidential

Remedy Developer/Administrator

Responsibilities:

• Upgraded the existing applications from ARS 6.x to 7.x.
• Designed and Customized Remedy Change Management and Help Desk modules in ITSM suite to meet user requirements.
• Installed and configured Service Request Management 2.0
• Configured Approval Engine and Approval Process.
• Involved in installing and configuring the CMDB.
• Involved in planning, identifying and populating the CMDB by creating data transfer jobs from the discovery tools via Integration engine.
• Was responsible for creating and scheduling reconciliation jobs and overseeing manual reconciliations.
• Customized and developed to provide new features in Help Desk like - Survey, Outages, Incident Reporting, and Conference.
• Designed View forms to get data from external databases and generate reports for mid and senior management.
• Wrote custom workflows to migrate historical data to remedy from third party
• Applications
• Created web views of forms, customized JSP pages and configured the mid-tier using the configuration tool.
• Customized Email engine and designed templates to create requests.
• Written some Perl Shell scripts to run some jobs
• Integration with HP Open View for creating tracking events.
• Designed Test plans and trained users.
• Designed various reports using Crystal Reports to meet business requirements.

Confidential

Software Developer/Programmer

Responsibilities:

• Involved in designing the application.
• As a developer worked in coding and implementation of the application.
• Involved in creating COM components.
• Supported the application and involved in bug fixing.
• Played the role of configuration manager and maintained the versions of the code using Visual SourceSafe.