SUMMARY

• Over 9 years’ experience in Service Delivery in a diverse multi - global environment. Proven background in managing an outsourced environment for major Telecom and IT based customers.
• Experience in Design and Implement the architecture for greenhouse and upgrade projects from medium to large customer base.
• Experience in Install, Upgrade and Configuring BMC Remedy ITSM suite setup 9.x, 8.x, 7.x for multi-global environments and hands on experience for disaster recovery setup.
• Experience in Developing and Customizing Out of box ITSM applications Incident, Service Request, Problem, Change and Asset Management as well as bespoke applications.
• Hands on experience in setting up Atrium CMDB and its data feed using Atrium Integrator/Atrium Integration engine from various data sources.
• Experience in Customizing and Integrating AR System with business toolsets for LDAP, Active Directory, auto HRMS feed for people data, Notifications using Alarmpoint/MIR3 and Integrating ITSM modules using SOAP services, email engine and approval server.
• Actively engage and collaborate with Customers, Stakeholders and PMs in project delivery by building effective relationships not limited to Requirement elicitation and alignment to Business Strategies.
• Excellent analytical skill to understand the implications of new or changed strategic policies on supporting IT systems.
• Proven and sustained communication (both verbal and written) skills, an effective team player, who enjoys challenges and capable of prioritizing and multi-tasking complex workload in a deadline driven environment.
• ‘Can do approach’, Pro-Active, Pragmatic and able to work on own initiative and thrives in a fast paced customer-facing environment.

TECHNICAL SKILLS

• BMC Remedy ITSM 9.1, 8.1, 7.6. 04, 7.6, Mid-Tier, SLM, SRM, Atrium CMDB, Atrium Integrator and AIE
• Analytics & Dashboards, Smart-IT,
• MIR3 IN, Alarm point X-Matters
• Open source (Linux, Apache Tomcat), Solaris, Server 2003/2008, ESX server, IIS, Citrix Clients/Server, FTP/Telnet. Web- Internet Explorer, Google Chrome, Safari and Mozilla Firefox.
• SQL, SQL*Plus, Oracle 12c, 11R2, 10.1g, Toad
• J2EE, JavaScript, Java, HTML.

PROFESSIONAL EXPERIENCE

Confidential

Solution Analyst

Responsibilities:

• Analyzed the existing data structure and all integrations
• Designed Data migration strategy and details class & attribute level mappings
• Built CMDB Data Model customizations
• Developed Atrium Integrator jobs to automate CSV integrations and RF ID Scanners using webservices
• SCCM & HP DDMI Integration using Atrium Integrator
• Built appropriate Normalization and Reconciliation job to receive data from Multiple sources
• Provided end user demos and recorded end user training videos

Environment: BMC Remedy Asset Management 8.1, CMDB 8.1 - Windows Server 2008 MS SQL Server 2008

Confidential

Technical Architect

Responsibilities:

• Analyzed existing foundation data and existing upload mechanism for migration to 9.1.
• Travelled to client locations to document existing data load mechanism and validation. And showcased new version capabilities.
• Designed migration approach and agreed new spreadsheet format with Config Managers for Atrium Integrator jobs.
• Developed Atrium Integrator jobs for each customer based on their data model.
• Developed customization to existing common data model to include customized classes and attributes to meet telecom specific requirements
• Defined customer specific Reconciliation and Normalization jobs.

Environment: BMC Remedy CMDB 9.1 SP2, RHEL 7.2, Oracle 12c

Confidential

Technical Architect

Responsibilities:

• Coordinated with project management leads in scheduling action items, setting milestones and suggest proper workload/resource relationships in Remedy development and documentation functions.
• Designed infrastructure to support current user base concurrent 1200 - 1400 and to handle future user growth.
• Designed end to end migration strategy
• Implemented new Infrastructure using migrated database approach accelerated approach
• Configured environment as per BMC’s performance tuning guidelines and tweaked it as per client environment
• Prepared implementation plan for go-live and provided customer walkthrough for downtime approval.
• Monitored server performance using JVisualVM tool for CPU and JVM heapsize

Environment: BMC Remedy ITSM 9.1 SP2, RHEL 7.2, Oracle 12c

Confidential

Technical Architect

Responsibilities:

• Analyzed the impact to existing bespoke application
• Designed Upgrade strategy to avoid impact to business as usual.
• Implemented Upgrade strategy on existing Development and Test environment.
• Configured environment as per BMC’s performance tuning guidelines and tweaked it as per client environment
• Performed quality checks. Provided fixes required for bespoke application to work with Remedy 9.1
• Prepared implementation plan for go-live and provided customer walkthrough for downtime approval.

Environment: BMC Remedy ITSM 9.1 SP2, Solaris 10, Oracle 12c

Confidential

Technical Architect

Responsibilities:

• Designed infrastructure to support current user base concurrent 400 - 600 and to handle future growth.
• Provided detailed analysis of Remedy upgrade from ITSM 7.6 to ITSM 8.1
• Designed Upgrade strategy for staged approach
• Implemented upgrade on new infrastructure and maintained customization using BPCU
• Implemented and tested disaster recovery environment setup
• Developed Integration with MIR3 IN notification system for callouts/SMSs
• Delta Data Migration utility used for migrating live data to new infrastructure

Environment: BMC Remedy ITSM 8.1 SP2, RHEL6.7, Oracle 11g R2

Confidential

Senior Remedy Consultant

Responsibilities:

• Analyzed business requirements. Designed B2B Interface for Incident, Problem and Change
• Developed customization required for Webservice based integration.
• Developed customization to achieve approvals over the webservice interface.
• Provided queueing and error handling mechanism for failed transactions.

Environment: BMC Remedy ITSM 7.6, RHEL6.3, Oracle 10g

Confidential

Senior Remedy Consultant

Responsibilities:

• Analyzed current process and issues with NOC/ANOC engineers
• Designed and Developed customization to reduce time taken by engineers to log/resolve the ticket.
• Delivery helped customer in achieving 6mins reduction in ticket logging and resolution activities.

Environment: BMC Remedy ITSM 7.6, RHEL6.3, Oracle 10g