SUMMARY

• 12 years of complete SDLC lifecycle experience in IT Service Management implementation
• ITIL V3 foundation certified
• 6 years project management experience with BMC ITSM version 5 through 8.1.02 systems implementing Service Request Management portfolio for HR Onboarding, Account Provisioning, Facilities, Service Desk, Web Helpdesk migration and Closed loop fulfillment for clients such as Confidential, Confidential and JCPenney
• 6 years Business Service Analyst experience in recommending and implementing process change in IT, HR, Datacenter services, Account Provisioning and facilities departments
• Successfully implemented executive dashboards using Business Objects Analytics and Dashboards for client ( Confidential )
• Successfully implemented Remedy upgrade for client ( Confidential, JCPenney Inc)
• Successfully supervised teams members who are direct reports at onsite(3) and offshore(6) including resource planning, mentoring, annual progress review, leave planning, reviewing timesheet compliance and submitting monthly budget report to Account delivery head
• Experience in developing & customizing Help Desk; Asset Management; Service Request Management (2.2; 7.6); Change Management; Flashboards; Service Level Agreement; & Knowledge Management modules for Remedy IT Service Management 5.x through 8.x
• 5 years of Technical Consultant experience in designing & configuring filters, escalations, active links, menus & flashboards according to business rule requirements
• 5 years of Development experience with AR Migrator, Flashboard, Data Import, & Remedy Developer Plus
• Experience in supporting Remedy’s Interface Integration with People Soft, LDAP, & various databases such as Oracle & SQL Server
• Proven experience in system administration, server configurations, & trouble shooting issues related to Remedy

TECHNICAL SKILLS

ITSM Tools: BMC Remedy 4.x through 8.x ITSM 5.x through 8.102, CMDB 1.0/2.0/7.5, Asset Management 4.x though 5.x, Change Management 4.x through 8.x Help Desk 4.x through 8.x, SLA, Remedy Flash Boards, ITSM Suite 4.x, 5.x, 6.x 7.x & 7.6, Release Management 7.6.04,8.1

Report Tool: BMC Analytics 7.6.04 through 8.1, BMC Dashboards 8.1

Languages: SQL

Databases: Oracle 8.x/9i, MS SQL Server 7.0/2000/2005/2008

Operating Systems: MS - DOS 6.x, WINDOWS 95/98/2000/NT/2003/2008

Office tools: MS Office 97/2000/2003/2010 , Project

PROFESSIONAL EXPERIENCE

Confidential, Glendale LA

Project Manager

Responsibilities:

• Implemented Service Request Portfolio portal for Confidential (Portfolio includes Data center operations, Desktop operations, Account provisioning, Facilities, Infrastructure, Service Desk and HR Services)
• Implemented HR standardized onboarding process across NA region through Service Request Management tool
• Implemented migration of Europea Helpdesk Application into Remedy SRM portal
• Implemented BMC Analytics upgrade from 7.6.05 to 8.1 version
• Prepare & review project plans; monitor to ensure implementation
• Make best practice recommendations based on ITIL framework
• Understand & implement user requirements for enforcing business rules for SRM & BMC analytics
• Manage deployment; identify and make preparations to mitigate deployment risks
• Track & monitor Service Level Agreements (SLA); ensure dat service delivery meets SLA requirements
• Liaise & interact with onsite management
• Conduct workshops & trainings for users
• Create documentation & user guides for development projects
• Supervise Onsite and Offshore team which include resource planning, annual performance review, leave approvals, promotion recommendations
• Assist Account delivery head with upcoming budget needs based on project plans and needs

Environment: Windows Server 2003, SRM 8.1, MS-SQL Server 2005, BMC Remedy 7.5 ITSM 7.6.04 upgraded to 8.1, Analytics 7.6.05 upgraded to 8.1, Web Services

Confidential, Dallas, TX

Remedy Consultant/Business Service Analyst

Responsibilities:

• Implemented vendor management automated process for clients in-store equipment
• Designed & developed new service request processes using advanced interface forms in SRM 2.x & SRM 7.6 environments
• Developed custom requirements & configured ITSM applications, including Service Desk 7.5.0 (Incident Management & Problem Management), Change Management 7.5.0, Service Level Management 7.5.0, Service Request Management 2.2, 7.6 & CMDB 2.1 on Windows/SQL server environment
• Supported Remedy upgrade from Remedy version 6 to 7.5
• Decipher user requirements for optimal business workflow & implementation in Remedy application
• Worked in conjunction with organization-wide team leaders to fine-tune existing foundational data elements
• Lead business process meetings; provided technical & operational guidance
• Coordinated with BMC Remedy & support partners to request enhancements, manage licenses, report & track bugs, patch installs, & plan upgrades
• Coordinated with process managers in order to enhance existing ITIL process, or to establish new processes in better alignment with ITIL framework
• Contributed to business value through solution recommendations & proposals to optimize business processes
• Conducted noledge-transfer to clients regarding ITSM applications, as well as best coding practices in Remedy

Environment: Windows Server 2003, SRM 2.x-7.6, MS-SQL Server 2005, BMC Remedy 7.5 ITSM 7.5.0

Confidential, Burbank, CA

Remedy Project Manager/ Technical Mentor

Responsibilities:

• Prepared & reviewed project plans; monitored to ensure implementation
• Decipher & implement user requirements for enforcing business rules & requirements
• Interacted with clients & all stakeholders
• Managed deployment; identified & prepared plan to mitigate risks
• Tracked & monitored Service Level Agreements (SLA,KPIs) & ensured dat service delivery met SLA requirements
• Liaised & Interacted with onsite management
• Designed required notifications to concerned groups
• Created documentation & user guides for development projects
• Supervised direct reports at onsite and offshore for Resource allocation, mentoring, annual performance review, leave approvals
• Preparing monthly budget reports for team and assist with upcoming year budget forecasts
• Worked with offshore teams for development & administration
• Coordinated with teams in developing applications on Remedy platform
• Provided secondary-level support for 5000+ application users

Environment: Remedy 7.x, VSS, Microsoft SQL Server 2005

Confidential, Burbank, CA

Project Leader/Technical Consultant

Responsibilities:

• Implemented Upgrade of AR server from 5.x to 7.x
• Designed technical architecture and road map for Remedy upgrade
• Mapped/migrated 5.x tables to corresponding 7.x tables for migrating legacy data
• Performed requirement gathering & analysis; identified and prepared plan to mitigate risks
• Developed ITSM application per Confidential . requirements through application administration console (e.g.: approval engine configuration; creation of task & change templates; notification set-up; people configuration; support group configuration; category-type-item configuration; automating assignments)
• License management for ITSM Suite & Users
• Prepared user cases & test plans, tested & Debugged; coordinated UAT phase with Clients
• Worked on application performance; removed repetitive workflow & added indexes on commonly used fields
• Liaised with client project modules for code fixes & design changes; documented fixes and designs
• Trained users on usability & various system processes
• Mentor team members technically and resource allocation for tasks
• Worked on customization of Help Desk 7.x; built various applications from scratch
• Implemented SLA module to track group efficiency

Environment: Remedy ARS 5.x, 7.x, ITSM 7, VSS, Microsoft SQL Server 2005

Confidential, Indianapolis, IN

Remedy Developer

Responsibilities:

• Customized Help Desk, Asset Management and Change Management modules according to business requirements
• Consolidated ticketing system with Action request System
• Involved in support processes including ability to submit, monitor, & manage help desk cases, change requests, & asset inventory records in Help Desk
• Coordinated & ensured completion of implementation phases to include system/integration, performance, stress, customer & regression; coordinated with offsite & onsite resources
• Developed AR system authentication for business requirements using LDAP
• Managed resources to minimize impact of changes on business flow by customizing change management module
• Developed filters on different databases such as Oracle 8i & SQL Server 2000 onto Remedy forms
• Developed queries using PL/SQL statements to extract relevant data from Oracle 8i database tables
• Involved in different phases of testing such as system- and user-acceptance-testing with testing team
• Coordinated user sign-offs and user training
• Documented test scripts for future enhancements

Environment: Remedy IT service management 6.x, Oracle PL/SQL, SQL Server 2000

Confidential

Remedy Developer

Responsibilities:

• Customized Help Desk module according to business requirements
• Developed & Supported ticketing system, viz. Broadsword, an ARS/Oracle Workflow system dat holds broadband order history
• Performed non-root installation of Remedy server in Solaris environment
• Coordinated & ensured completion of implementation phases to include system integration, performance, stress, customer & regression, including coordination with offsite & onsite resources
• Involved in developing queries using PL/SQL statements to extract relevant data from database tables; utilized Oracle Workflow Studio to enforce business rules
• Involved in different phases of testing, such as system- and user-acceptance-testing with testing team
• Coordinated user sign-offs & user training; documented test scripts for future enhancements; detailed level designs for proposed changes