SUMMARY

• Expert level understanding of SDLC concepts, Agile devel opment methodologies and utilized them to build and deliver end - to-end solutions for customers within multiple projects.
• Expert level understanding of ITSM, ITIL and Business Service Management (BSM) best practices
• Expertise in project planning, process designing, implementations, transitions and customizations of ITSM processes built on ITIL principles using BMC Remedy ITSM v7.x, v8.x and v9.x
• Ability to convert business requirements into effective application designs using configuration and customizations in Remedy tool.
• Experience in suggesting design level solutions and changes to effectively and efficiently manage client applications.
• Effectively managing and suggesting fixes to technical issues identified in application.
• Responsibilities involved performing Team Lead activities, effective client and stakeholders’ communication and coordination, planning and implementation of the project.
• Experience in technical documentation and creating detailed user training materials for users.
• Strong ability to delegate responsibilities and to perform multiple tasks simultaneously.
• A self-starter with a high level of energy, goal driven and with a determination to succeed
• Analytical approach to problem solving.
• Adaptable to changing situations and ability to quickly learn new technologies and skills
• Good Analytical and Reasoning skills.
• Good verbal and written communication skills
• Good interpersonal skills
• Customer on-boarding experience.
• Exposure to professional services environment

TECHNICAL SKILLS

Software Packages: BMC Remedy ITSM Suite 6.3, 7.1, 7.5, 7.6, 8.1, ITSM 7.x, 8.x, 9.x, 18.x

Hardware Platforms: IBM compatible PCs, HP Servers

Operating Systems: MS Windows (2000/XP/2003/2008), UNIX, Solaris, LinuxWindows Server 2012, 2016

Programming Methodologies: Object Oriented Analysis and Design

Databases: Oracle 9 (PL/SQL), MySQL, MS SQL 2014

Languages: C, Java (expert level)

Web Development: HTML, XML, XSLT, CSS, Scripting

Development Platforms: BMC Remedy Developer Studio, Admin Tool, Pentaho Data Integration Engine, Atrium Orchestrator, Service Now

Virtualization Platforms: VMware ESXi, Microsoft Hyper-V

Application Virtualizations: Citrix XenApp

Cloud Computing Platforms: Microsoft Azure, OpenStack

Specialties: Remedy, ITSM, ADDM, SCCM, UNIX, Solaris, Oracle, SQL, ITIL, Perl, Service Now, BPPM

PROFESSIONAL EXPERIENCE

Confidential

Solution Architect

Responsibilities:

• Order logistics for setting up the BMC Remedy infrastructure at a datacenter level which included the desired hardware like Physical Servers, Storage Servers and software like Windows Server, MS SQL Database, BMC Remedy installables etc.
• Set up a geo as well as local redundant BMC Remedy infrastructure in a highly secured environment and implemented the complete solution end-to-end to support the operations & maintenance requirements for a telecom project.
• Configuration of AD, DNS server, Load Balancing, Server Grouping, Mid-Tiers
• Installed and setup the SQL database and integrated with the BMC Remedy server
• Preparation of CI data sheets, manually populating them using the data provided by logistics team for the configured and installed assets in the network and loading them in the asset inventory
• Spare parts and warehouse management (importing the data sheets in ITSM)
• Software asset management
• Configuration Management to extract the configuration details of the nodes and import the information in CMDB using Asset Relationships.
• Set up the Licenses and Contract Management solutions and import the data sheets
• Set up the IM, CM, PM, TM, SRM, RKM and WOM processes
• Loading and configuration of foundation and process setup data to support the processes within all ITSM modules
• Customization of IM, CM and PM to align them as per the processes followed by the operations team within the project
• Created several SRDs and AIFs to support the IM, CM, WOM processes
• Collaborated and coordinated with the project team to understand their needs and then suggested suitable solutions
• Coordinated with the external Audit teams and customer to setup the solution as per the ITIL standards
• Did POC works for new requirements and provided estimates
• Customized the application as per business requirements, documented and delivered all the design and code level changes.
• Created several business critical reports in Smart Reporting as per need
• Setup the Smart IT/MyIT/DWP solution to support mobile usage of BMC Remedy
• Integrated the ITSM solution with network monitoring tools like UEM and OSP to support auto ticketing for network faults
• BMC Remedy SPOC and SME for all ITSM related requirements in the project

Confidential

Consultant/Product Development Manager

Responsibilities:

• BMC Remedy Product Development manager responsible for building, developing and enhancing the BMC Remedy tool and ITSM.
• Leading POC works of new requirements
• Customizing application as per requirements, documentation and delivery of design and code changes.
• Created several HTML templates for different types of email notifications.
• Created custom PIS (preliminary incident synopsis) and RCA (root cause analysis) features in Incident and Problem management for handling outages in Concentrix and its customers’ networks.
• Done POC for the integration of ITSM with LogMeIn tool
• Created several Smart Reports and KM articles and supported teams in configuring the categorizations and custom reports