SUMMARY:

• 6 Years of IT experience with Remedy ARS 8.x/7.x/6.x experience.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, Training, and implementing specifications provided by the client.
• ITIL Certified in IT Service Management ITSM .
• In-depth understanding of all stages of software development life cycle SDLC .
• Experience in, Master ARSuite, AR Schema, Flashboards, Remedy EIE, AIE, Remedy Web Services, SLA Management.
• Experience in designing, developing, customizing administering ITSM suite of applications
• Involved in upgrading Remedy system from ARS 6.0.1 to ARS 7.6 to ARS 8.1
• Experience in upgrading of ITSM suite from 5.5 to 6.x and 6.x to 7.x
• Experience in setting up of CMDB 1.1, 2.0, 7.x
• Experience in configuring/maintaining/customizing ITSM 5.5 / 6.x / 7.x
• Experience in customizing the out of the box email engine OOTB Messages for Task Assignment, RKM etc.
• Experience in performance tuning of Remedy Setups
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Service Level Management, Change Tasking, Service Level Agreement processes
• Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.
• Good Knowledge of ITIL and ITSM best practices
• Excellent communication, organizational, time management and support skills.
• Involved in requirement analysis, Business analysis, Use-Case analysis, change management and configuration management
• Proficient in database programming using Oracle, SQL Server and Microsoft Access. Optimized the performance of applications using PL/SQL, stored procedures, functions and packages
• Writing high-level Test Plans and Test cases based on the baseline requirements.
• Working in a team environment meeting and exceeding customer expectations.
• Strong skills in Backend testing SQL Queries on Sybase and Oracle RDBMS
• Hands on experience in design, development, testing, implementation and documentation of Client Server and Web applications.
• Best Performance Award Winner in Siemens Information Systems
• Experience in talking with clients, users and gathering requirements, test data.
• Excellent communication and interpersonal skills

TECHNICAL SKILLS:

• Remedy Tools: BMC Remedy ARS 8.x, 7.x, 6.x, 5.x, BMC Remedy ITSM Suite 5.x, 6.x, 7.x, 8.x HELPDESK 5.x, 6.x, 7.x, 8.x SLA 5.x, 6.x, 7.x, 8.x CHANGE MANAGEMENT 5.x, 6.x, 7.x, 8.x ASSET MANAGEMENT 5.x, 6.x, 7.x, 8.x MID-TIER 5.x, 6.x, 7.x, 8.x REMEDY WEB, Remedy Flashboards, Crystal Reports, Remedy Migrator, ADDM 8.x, BMC Integrator, AlarmPoint, BMC Remedy Data Import.
• Operating Systems: Linux, UNIX, AIX, Windows NT/98, Windows 2000/2003/2008/XP
• Languages: C, C , C , PL/SQL, Java, XML, HTML and Assembly language
• Others: Forms 4.5, Reports2.5, Servlets, ASP, ASP.net, JSP, JDBC, JavaScript, HTML, Crystal Reports 9/10, TelAlert.
• Databases: Oracle 8i/9i/10g/11g, MS SQL Server 2008/2005/2000, MS Access.
• Web Servers: IIS, Apache Tomcat

PROFESSIONAL EXPERIENCE

Confidential

Sr. Remedy Developer/Administrator

Description:

• Confidential is an American global aerospace, defense, security, and advanced technology Company with worldwide interests. It is one of the world's largest Confidential. Lockheed Martin operates in five business segments such as, Aeronautics, Information Systems Global Solutions, Missile, Fire Control, Mission Systems and Training, and Space Systems.
• Lockheed's one of the biggest client is CMS Centers for Medicare and Medicaid services . The proposed CMS CITIC Program project is to upgrade, install, and configure the 8.1 version of BMC Remedy AR Server and ITSM suite of applications from the current 7.6 environment with all the existing customizations moved over to 8.1.

Responsibilities:

• Performed Gap analysis on the 7.6.x version of AR Server to the 8.1 Version of AR Server and document the same.
• Gathered requirements from various business groups/users and convert business requirements into functional specifications
• Involved in a complete SDLC life cycle, right from Requirements gather till the application is sent to production.
• Re-defined Scope and Phases of the project plan.
• Stood up the Test and production environment with 8.1 version of AR Server.
• Installed new instances of Remedy ARS 8.1 with ITSM application suite version 8.1 Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Service Request Management, Service Level Management, and CMDB/Asset Management .
• Migrate critical data such as CMDB CI data, Assets, Service Request Definitions and foundation data from older version of Remedy to version8.1.
• Migrate / develop customized code from older version of Remedy into version 8.1 with overlay capability.
• Install/configure a proof of concept environment with ITSM suite of applications.
• Document migration of existing applications into OOTB functionality or carry forward as a new customization.
• Populate the foundation data, configure notifications, approvals and assignments for the ITSM suite of applications.
• Configured Templates, User Permissions, Support groups, Approvals, Operational categorizations, Hub/Spoke model, and Product categorizations. Change queues, Auto assignment rules, and Revisements.
• Support the Remedy application development code issues in production and perform hot fixes/enhancements.

Technical Environment: BMC Remedy AR system 7.6.04, 8.1 SP5 build 001, AR Server 7.6.04, DB: Oracle 11g R2 client and MS SQL Server 2008, AR and Midtier on Windows 2008 R2 64 bit , OS: Windows 7 enterprise 32 bit.

Confidential

Sr. Remedy Application Developer/Integrator/Architect

Description:

• Confidential , Health Insurance Remedy Team on Knowledge Management Project. Modified and Customized Out of Box Knowledge Templates to the needs of Health Care environment. Designed the Search system to suite the business needs with Product and Operational Categorizations, use of Keywords. Involved in setting up Server Group and Load Balancer environments.
• Worked extensively on BMC Atrium Integration Engine, BMC CMDB, Remedy Dashboards and Analytics to create/ update/ modify people data from an enterprise PeopleSoft system. Designed and implemented code for email integration between non-specific customer email applications and ITSM modules.

Responsibilities:

• Involved in complete SDLC life cycle, right from Requirement Gathering, Design Analysis of the Customer Specifications till the application is pushed to production.
• Performed Gap Analysis on the previous versions of AR Server to the 7.6 and 8.1 versions of the AR Server.
• Installed and Configured Remedy Action Request System 7.6.04, Remedy Asset Management 7.6.04, and Change Management 7.6.04, Knowledge Management 7.6.04.
• Used the Migrator 7.1/7.6/8.1 to migrate the data from old production environment to the new production environment with 7.6.4/8.1 version of the AR Server
• Involved in Installing, Configuring and Customizing Remedy Knowledge Management.
• Modified and Customized Out of Box Knowledge Management Templates to the needs of client's environment.
• Imparted extensive training for Administrators and end users on Remedy and Knowledge Management tool.
• Provided production support for Help desk, Change and Asset management applications.
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework.
• Extensively involved in creating Remedy Forms, Active Links, Filter Guides.
• Frequently monitoring the performance of workflow using fiddler tool and identify the areas which causes the application to slowdown.
• Used Borland Silk Performer tool to perform the performance test of AR system applications from various geographic locations.
• Identified and defined new CIs in BMC Atrium CMDB.
• Experience in modifying OOTB email engine functionality.
• Review and provide issue resolution for existing UM customization related to business hours.
• Worked on ITSM modules: Incident, Change and Broadcast management.
• Involved in Customizing Out of the Box filter, Active links, and escalations.
• Worked with Network Discovery team to install/ configure and working with ADDM.
• Used BPPM to get more detailed and intelligent diagnostics of the events occurring in the system.
• Worked extensively on Email and Pager notifications.

Environment: BMC Remedy AR system 7.6.03 build 001, AR Server 7.6.04, DB: Oracle 10.2 r2 client and MS SQL Server 2008, AR and Midtier on Windows 2008 R2 64 bit , OS: Windows 7 enterprise 32 bit.

Confidential

Sr. Remedy Developer/Administrator

Description:

Implemented and Configured ITSM Applications with Service Management Process Model. Upgraded Remedy ARS Servers from 6.x to 7.x. Collected requirements documented the requirements in State system Standards. Used Web Services to integrate an external application with BMC Remedy System, installed SNMP service to monitor network traffic. Installed and configured CMDB to track company's assets.

Responsibilities:

• Installed and Configured BMC Remedy Action Request System 7.6 and BMC ITSM Suite with Service Desk, Change, Problem, Release and Asset Management Applications.
• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Involved in Collection, Design Analysis of the Customer Specifications and Customization of the Application
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Involved in upgrading Remedy system from ARS 6.0.1 to ARS 7.5.3 to 7.6.03.
• Worked for Help desk, Change and Asset Management Applications.
• Involved in upgrading the ITSM suite from 5.6 to 7.5 to 7.6
• Used Scapa TPP tool for performance testing of ITSM tool.
• Installed and configured BMC Atrium CMDB.
• Involved in customizing the OOTB notification messages for several applications like Task Management, Approval process, Knowledge Management.

Querying SQL Server databases.

• Adept at developing and supporting analysis solutions, data transformations, and reports using Oracle SQL.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of the approval server.
• Involved in upgrading Remedy system from ARS 6.0.1 to 7.5.3 to 7.6.03
• Involved in migration of definitions and data using Remedy Migrator 7.x, import, export tools, from development to production system.

Environment: BMC Remedy ARS 7.x/6.x, BMC Remedy Migrator 7.x, Remedy Import, BMC Remedy ITSM 7.x, C , C , Windows 2000/2003/2008/XP, Red Hat Enterprise Linux version 5 RHEL5 , MS SQL Server 2000, Crystal Reports 9.x, .Net, XML.

Confidential

Remedy Developer

Description:

Worked with the Department of Information Technology to upgrade their Remedy Server and Helpdesk Application, installed and configured the Custom Change management Application catering to the need. Defined best practice approach to implement Release Management in DTMB environment.

Responsibilities:

• Involved in Collection, Design Analysis of the Customer Specifications, Development and Customization of the Application.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in the development of 'Network Troubleshoot Toolkit' and is being implemented in C language using SNMP calls to the appropriate CMTS, CMs and the routers and the troubleshoot information is provided back to the TMS through C Remedy API interface.
• Also used Remedy Master ARSuite software for analyzing the Remedy workflow and documentation purposes.
• Involved in upgrading Remedy system from ARS 5.6 to ARS 7.x version.
• Also involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the applications.
• Involved in customizing the OOTB email notification messages.
• Involved in the implementation of external processes to read the data from the Oracle tables of legacy systems, process the records and inserts or updates to the Remedy Schemas using C Remedy APIs.
• Developed various monthly and SLA reports using Crystal Reports.
• Developed SQL stored procedures for data manipulation and querying data.
• Developed Role base Security to authorize the request member to a specific Role.
• Performed Load testing of the system using Rational Performance Tester performance tool to identify system performance bottlenecks.
• Created Tables, Indexes for performance improvement and also rewrote stored procedures to increase performance.
• Created user defined functions for String Manipulations and for formatting dates etc.

Environment: Remedy AR System Software 5.x,6.x,7.x, Master ARSuite Tools, C, C , UNIX Solaris 2.8, SQLPlus, PL/SQL, Oracle 9.x,10g, Java, XML, JSP.