Experience Summary:

Over 15 years of strong hands on experience and expertise in product life cycle design, product development, architecting, project management, define best processes and procedures , testing and training Full Life Cycle Development experience in client server environments. As a solution architect have more than 14 years of extensive Analysis, Design, Development and deployment experience with custom applications such as Customer Care, Help Desk, Change management, Asset Management , Network Management and Circuit order Provisioning systems. Highly experienced in implementing, maintaining and customizing enterprise wide service support and service delivery suite of products such as ServiceNow Dublin/Calgary/Eureka and CONFIDENTIAL IT Service management ITSM 5.5 /6.x/7.1/7.6 suite. Service Request Management, Service Impact Manager SIM ,Service Desk Incident Problem management ,Change management, Asset management, Business Service Management BSM , CMDB and Service Level Management.. Highly effective in the migration,administration, upgrading, patching and maintenance of SNOW CONFIDENTIAL ITSM systems in UNIX and windows environments.

Technical Skills:

Experience:

Confidential

sr.CONFIDENTIAL Remedy ITSM systems analyst

• Leverage thorough understanding of the business process and related remedy system to create current business process map as is process map and future business process map to-be process map to make recommendations and propose technical/non-technical solutions.
• Heavily conducted thorough analysis for remedy infrastructure for upgrading CONFIDENTIAL ARSystem and ITSM suite modules from 7.6.4 to 8.1
• Installed, configured and upgraded remedy 7.6.4 platform to 8.1 in POC and simulated the steps to be performed during the production migration.
• Heavily designed, developed and implemented Service request management SRM for various service catalog items.

Confidential

Title : CONFIDENTIAL ITSM Automation Engineer

• This project mainly involves architecture, design, install configure and implement ServiceNow Dublin/Calgary and CONFIDENTIAL BladeLogic BBSA 8.3.2 for automating the datacenter migration Project.
• Recommended, Introduced and demonstrated various features and functions of Service Now Calgary Incident management and Change management modules within the infrastructure group.
• Analyzed and documented the customized workflows for Business and Technical processes in Remedy which were recreated on the Service Now platform.
• Designed and developed solutions within the ServiceNow environment to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces and customization required to support client processes.
• Prepare and gather user requirements, provide system indepth analysis and design recommendations for ServiceNow implementation for ITSM modules across the enterprise.
• Created Transform maps for migration of custom features of Remedy Incident and Change management custom features in remedy and import the data in to ServiceNow.
• Application Administration on ServiceNow. Heavily worked with business stake holders and teams and end-users to setup Assignment Groups, Users, and access controls.
• Analyzed and documented the customized workflows for Business and Technical processes in Remedy which were recreated on the Service Now platform.
• Created Transform maps for migration and import of data on ServiceNow.
• Worked with Import Sets, Inbound and OutBound WebServices in ServiceNow.
• Customized the Change Application to personalize menus and rules as per process requirements.
• Created Business Rules and Scripts on ServiceNow to accomodate incoming Incidents via external webcalls/webservices.
• Heavily performed UI Configurations and workflow configurations for Incident, Problem Change modules.
• Configured ODBC drivers to migrate data from ServiceNow to SQL Server for reporting.
• Extensively configured web services, Created new workflows for integration and migration of Tickets and Requests to new ServiceNow Environment.
• Integrated ServiceNow to SSO Ping Identity , LDAP Microsoft Active Directory
• Installed and configured Mid Server for discovery and synched the asset data in to AssetManagement/CMDB.
• Build the custom import sets to migrate data from legacy remedy system in to SNOW Incident/Problem/Change modules.
• Heavily conducted Support Staff ServiceNow related Application training and testing.
• Migrated Forms, Fields, Tables, Workflows, Business Rules and Scripts using Update Sets.
• Worked with vendors and ServiceNow Support to resolve defects and issues with Environment.
• Used WebServices to interface with external system managed and manipulated flow of ticket data and attachments.
• Designed, configured and Implemented Multi Tenancy/Domain Separation for internal group HR and external vendors/groups.
• Supported Ticketing, Change Management and Resource Management Applications, provided enhancements and bug fixes.
• Documented known issues, Problems and new upgrades/enhancements in Knowledge Center
• Extensively discovered hardware inventory from ADDM, and integrated discovered hardware targets and Network devices in to BNA and BSA.
• Integrated BSA and BNA to CMDB to auto update cmdb classes.
• Architect, design and configure other products and their integrations to CONFIDENTIAL ADDM 9.1, BPPM 8.6 from BBSA and BBNA.

Confidential

Title : Service Now/CONFIDENTIAL Remedy Consultant

• SNOW product evaluation, recommendation and business requirements analysis and mapping with OOTB application features for IM, PM, CM and AM.
• Responsible for loading entire Network System Management Assets such as Application Systems, Circuits, Modems, Switches, Devices, Customers records and Physical Locations into Confidential.
• Atrium Integration Engine Data Mapping for Configuration Items Relationship Classes.
• Importing Data from NetCure Discovery into CMDB.
• Installing and Configuring and building AOT,PDT and SRDs by using SRM 7.6.04/8.0
• Scheduled all the nightly imports through Atrium Integration Engine
• Heavily customized SRM and build SRDs and Configure with respect to backend fulfilment processes for Incident, Change Management and Asset management applications.
• Scheduled Reconciliation nightly jobs for promoting data into CONFIDENTIAL.ASSET

Confidential

Title : sr.CONFIDENTIAL BladeLogic Engineer

• This project mainly involves architecture, design , install configure and implement CONFIDENTIAL BladeLogic 8.2.1
• Conduct gap analysis and assessments to identify the delta between the OOB CONFIDENTIAL BladeLogic 7.4 and BBSA 8.2
• Architect, Design, Install, Configure and implement BladeLogic BBSA solutions mainly focused on Patch management, Compliance management, Provisioning for AIX, RHEL, Sun Solaris and BDSSA.
• Conduct product demonstrations for prospective and existing customers enable the measurement and optimization of the service management solution Desired
• Providing CONFIDENTIAL Bladelogic technical support to system administrators for Windows, AIX,RHEL and Sun Solaris Servers. Apply comprehensive knowledge to troubleshoot, isolate, and resolve BladeLogic related problems.
• BL installation of Appserver, repeater, hot fix, Configuration and Provisioning Managers, NSH Scripting, PXE, TFTP and agent installation on bulk servers.
• Appserver repeater management, administration and troubleshooting.
• Administration on BL Configuration and Provisioning Managers.
• Extensively performing patch management for AIX, RHEL, Sun Solaris and Windows.
• Compliance and auditing of Infrastructure in Bladelogic.
• Creation and deploying of components and component templates.
• BL package creation and deploying of various tasks for provisioning on OS various flavors.
• Automation for AIX/RHEL and deploying on Bulk servers.
• Develop the code using NSH and BLCLI commands.
• BL ACL roles management and push on servers and user roles.
• Creation of BL components and component templates.
• Preparing Bladelogic reports BDSSA for server infrastructure for servers

Confidential

Title : CONFIDENTIAL ITSM / BladeLogic Engineer

• Confidential Remedy ArServer 7.6 P4, Incident Management 7.6 P 4,Problem Management 7.6 P4, Atrium CMDB 7.6 P4,ADDM 8.1, CONFIDENTIAL BladeLogic 8.1,CONFIDENTIAL Analytics 7.6 P1, Asset Management 7.6P4,Change Management 7.6 P4, SQL Server 2005, CONFIDENTIAL Midtier 7.6
• Primarily focus in complete deployment and rollout of new software product and process from development to live environment using CONFIDENTIAL Bladelogic.
• Prepared architecture and design for deploying CONFIDENTIAL BladeLogic enterprise wide.
• Analyzed, designed and perform the necessary steps to configure CONFIDENTIAL Server Automation v8.1 SP1 to support the corresponding business processes.
• Extensively performed Installations and configurations of BladeLogic Server Automation, Compliance Management, Provisioning and Network Automation BBNA , Repeaters and BDSSA Reporting servers.
• Plan applications and network deployments in co-operation with operations and IA teams.
• Develop and oversees well-defined implementation plans for any production network changes or projects.
• Extensively performed patch management and compliance management for multiple flavors of Operating Systems Windows 2005,2008 Sun Solaris, RED Hat Linux and Unix and multiple application patch deployments.
• Elaborately used built-in and extended system object classes and properties to automate and simplify server configuration management tasks.
• Install, Configure and deploying and CONFIDENTIAL BladeLogic Decision Support for Server Automation product to perform CONFIDENTIAL BladeLogic reporting
• Integrate ITSM Asset and CMDB with BladeLogic
• Confidential Title : CONFIDENTIAL ITSM SME/ Asset-CMDB Administrator
• Confidential Remedy ArServer 7.6 patch 3, Incident Management 7.6,Patch 3,Problem Management 7.6, Atrium CMDB 7.6,ADDM 8.1, CONFIDENTIAL Analytics 7.6 P1, Asset Management 7.6,Knowledge Management 7.6,Oracle 11g, CONFIDENTIAL Midtier 7.6, Linux 9
• Work closely with Customers, Systems Engineering and Service Delivery Teams to establish business requirements for the CMDB.
• Produce and execute a plan for implementing the Configuration Management processes using CONFIDENTIAL Atrium.
• Full implementation install , configure and enterprise wide deployment of CONFIDENTIAL BladeLogic 8.1 SP1 from ground up.
• Extensively providing Server OS patch management for Windows, Solaris,Redhat and Linux environments with BladeLogic Patch management.
• Automating the Compliance,Provisioning and Network Management for all flavours of OS servers through CONFIDENTIAL BladeLogic.
• Configure and Integrates ADDM,Topology discovery with CMDB.
• Extensively working on reconciling Topology import datasets with the CONFIDENTIAL Asset dataset.
• As a lead stakeholder extensively performing key CMDB tasks such as, executing Reconciliation and Data loads from various data sources in to the CMDB.
• Ensure ITSM and CMDB alignment with ITIL v3 framework.
• Integrate/support the Remedy ITSM System Administration day to day needs.
• Support the configuration management strategy and ensure everybody adheres to its principles.
• Work with the Systems Engineering and Service Delivery Teams to define and produce relevant reports, metrics and performance indicators.

Confidential

Title: Sr. CONFIDENTIAL Remedy Lead Engineer

Confidential Remedy ArServer 7.5 patch 4, Incident Management 7.6,Patch 2,Problem Management 7.6, BSM 7.6, Atrium CMDB 7.6,SRM7.6,SLM 7.6, Asset Management 7.6, Knowledge Management 7.6, SQL Server 2000, CONFIDENTIAL Midtier 7.6, Windows Server 2003

Roles and Responsibilities:

• Comprehensive Project Plan to include alternative analysis, project schedule, risks, and issues.
• Extensively performing GAP analysis between current processes and provided process solutions compatible with ITIL V3 best practices.
• Upgrading current help desk CONFIDENTIAL remedy environment from 6.3 to ITSM 7.6 environment.
• Designed, built, and test configuration items in order to map defined process to ITSM 7.6.
• Extensively provided and coordinated system integration testing of ITSM Suite 7.6 Service Desk, Change Management, SRM, SLM, KM and Asset Management modules.
• Extensively worked on BSM's Proactive Operations with SAP Solution Manager Service Desk to generate with Incidents originating from the BSM environment.
• Created Integration between SAP Solution Manager and CONFIDENTIAL's Service Desk for mutually exchanging the Incidents Bi-Directional .
• Extensively performed and coordinated system Implementations, installations and configurations of ITSM suite 7.1/7.6 Included:
• ARSystem Server 7.6 P4
• ITSM ServiceDesk Incident and Problem management 7.6 P2
• Change Management 7.6 P2
• Asset Management 7.6 P2
• Atrium CMDB and Reconciliation Engine 7.6 P2
• Service Request Management 7.6 P2
• Atrium Orchestration 7.6 P1
• Atrium Integration Engine 7.6 P2
• Service Level Management 7.5 P2
• Knowledge Management 7.2 Patch3
• CONFIDENTIAL Foundation discovery and Topology discovery 1.6
• Task Management System 7.0.1/7.5
• CONFIDENTIAL Analytics 7.6 for ITSM.

Confidential

Title: CONFIDENTIAL Remedy Technical Lead / Solution Architect

Confidential ArServer 7.1 patch 7/7.5 P2, ITSM Suite 7.00.00/7.5 Patch 2, AIE 7.1/7.5, BSM , Atrium CMDB 7.5, SQL Server 2000, CONFIDENTIAL Midtier 7.1/7.5, Windows Server 2003

Roles and Responsibilities:

• Comprehensive Project Plan to include alternative analysis, project schedule, risks, and issues.
• As a solution architect provided architectural design, concept, model and methodologies by suggesting new and alternative tools/modules to refine DOT's service support and service delivery environment.
• Extensively performing GAP analysis between current processes and provided process solutions compatible with ITIL V3 best practices.
• Identified Data migration plan from legacy system 5.5 to 7.5 environments.
• Upgrading current help desk CONFIDENTIAL environment from 5.5 to ITSM 7.5 environment.
• Designed, built, and test configuration items in order to map defined process to ITSM 7.5.
• Extensively performed and coordinated system Implementations, installations and configurations of ITSM suite 7.1/7.5 Included:
• ARSystem Server 7.1 Patch 7/7.5 P2
• ITSM ServiceDesk Incident and Problem management 7.00.00 patch 9/ 7.5 P2
• Change Management 7.00.00 Patch 9/ 7.5 P2
• Asset Management 7.00.00 Patch 9 /7.5 P2
• Atrium CMDB and Reconciliation Engine 2.1 Patch 5/7.5 P2
• Service Request Management 2.2 Patch 3 / 7.5 P2
• Atrium Integration Engine AIE 7.1 Patch 6 / 7.5 P2
• Service Level Management 7.00.00 / 7.5 P2
• CONFIDENTIAL Analytics 7.0
• Knowledge Management 7.2 Patch3

Confidential

Title: CONFIDENTIAL Remedy Lead / Solution Architect

• Confidential ArServer 7.1 patch 3,SRM 2.1 Patch2/SRM2.2 patch1, SQL Server 2005,Apache Tomcat 5.5,BladeLogic 7.5/8.0, CONFIDENTIAL Midtier 7.1 Patch1, Business Objects XI, MS-Windows Server 2003, AIE 2.1, CA-Unicenter, CA-Argis,ITAM IT Asset Management 11/12
• Installation of Service Request Management 2.1 Patch1, which Include:
• Extensively interacted with business units in the development of system process analysis and requirement specifications.
• Conducted workshops for requirements gathering for Service Request Management 2.1, Change Management 7.0.03 and Service Level management 7.1.
• Provided architecture and designed Logical and Physical architectures for Dev, Test and Production environments.
• Recommended hardware sizing for all ITSM suite CONFIDENTIAL servers..
• Build and Install CONFIDENTIAL instances on all three environments dev, test and prod which include ARSystem server, CMDB,Approval Server, Assignment Engine, Email Engine, Atrium Integration Engine AIE ,SRM2.1 and MidTier with Apache TomCat.
• Recommended and configured foundation data that include companies, groups ,sites, support groups, support organizations,functional roles and people profiles.
• Fully implemented Bladelogic to manage single application server, 64-bit support, and performance diagnostic capabilities
• Configured Bladelogic for virtualization support including VMware ESX hardening guidelines
• Bladelogic integrations with other CONFIDENTIAL products for improved decision support and service-aware operations.
• Extensively configured approvals, auto assignment, and email engine and integrated with out of the box Incident, problem and Service request management applications by defining various roles and rules .
• Heavily Configured Work Orders, Tasks, AOTs,PDTs,SRDs to Integrate with CA-Unicenter Service Desk .
• Heavily customized out of the box Work Order template , task template forms to accommodate additional fields as per business requirements.
• Build and heavily customized Advanced Interface forms to accommodate various business rules and Interfaced with SRDs.
• Heavily used AIE for Interfacing with People Soft for People Information, and Interface asset information with UAPM/ARGIS.
• Built various custom notifications for states of service request.
• Interfaced SRM system with existing Network Provisioning System to exchange tickets.
• Architecture and designed enterprise wide ITSM reporting environment with BOXI .
• Developed several Service Request Metric Reports using BOXI.
• Currently upgrading the SRM 2.1 to 2.2

Confidential

Title: CONFIDENTIAL Remedy Lead / Architect

• CONFIDENTIAL Remedy ArServer 7.1 patch 1, ITSM Suite 7.0.0.1, Oracle 10g R2, IBM WebSphere 6.1, CONFIDENTIAL Midtier 7.1,BOXI,IBM AIX 5.1, SAP Solution Manager 4.0,Windows Server 2003, EIE, newScale Request Centre 2006
• Major Implementation and installation of ITSM suite 7.0.01 which Included:
• ITSM ServiceDesk Incident and Problem management installation and implementation
• Heavy customizations to build custom multi tenancy for service desk modules.
• Change Management 7.1
• Asset Management 7.1
• CMDB and Reconciliation Engine 2.1
• Service Level Management 7.1
• newScale Request Center 2003
• Knowledge Management 7.1
• Event Management and CONFIDENTIAL Impact Solutions SIM .
• Foundation discovery and Topology discovery
• CONFIDENTIAL analytics for ITSM out of the box reports
• Analyzed CNAs current operations within the Service Desk Infrastructure and introduced various processes and procedures to adopt the Incident, Problem and Change management processes.
• Provided architectural solutions for various interfaces between newScale' Service Request Management' and Problem and Change Management .
• Designed and Interfaced PeopleSoft database with ITSM people database by EIE / AIE .
• Configured and Interfaced SIM with incident and problem management application for fulfillment.
• Synchronized CONFIDENTIAL's Incident Management with SAP Solution Manager Service Desk to generate with Incidents originating from the SAP environment.
• Created Integration between SAP Solution Manager and Service Desk for mutually exchanging the Incidents Bi-Directional .
• Worked on Nexus 7000 in the Data Center Aggregation Layer with Services
• Excellently provided production support for all CONFIDENTIAL production servers.
• Extensively performed root cause analysis to identify the production issues by turning on the logs for ar plug-in server, SQL, Filter, Escalation and active link workflows.
• Extensively provided production maintenance activities such as, start and stop the CONFIDENTIAL services, cleaning the logs, taking the backups.
• Upgraded CONFIDENTIAL arsystem server from 7.x to 7.1
• Resolving all production Incident and problem tickets on time and maintained Service Level Targets and KPIs.
• Recommended and provided technical architecture and design solutions for various process improvements within CNA

Confidential

Title: Sr.CONFIDENTIAL Remedy Lead

• ARS server 6.0.3/7.0, CONFIDENTIAL Midtier 6.0.3 patch 18/7.0, CONFIDENTIAL Migrator 5.1/6.x, Oracle 9i R2/SQL server 2000,, Master AR Suite, AR Developer Plus 5.x, SQL Navigator 5.0, Crystal Report 10/XI,Sun Solaris 9/10,Windows 2000,TOAD,Putty
• Circuit Order Provisioning System COPS : This system represents a point to point record comprised of all the necessary circuit related information needed for delivery, fulfillment and ongoing maintenance for both start A and end Z locations to include vendor service information. A key element of a circuit record is its design functionality. The circuit design functionality give the user the ability to capture real world equipment, equipment interfaces connectivity, facility, channel assignment, cross connect, carrier and CFA assignments that reflects the design of the circuit from A to Z locations.

Responsibilities:

• Architected reporting server environment by using Business Objects - Business Intelligence processes and Implementing thruought Customer Care Organization
• Developed several report metrics for Circuit Order provisioning
• Prepared budget estimations and proposals for upcoming projects and support maintenance.
• Provided design solutions and requirement analysis for Circuit Design application
• Implemented complete project lifecycle from collecting requirements, designing, development, testing and deploying to the customer
• Extensively provided production support and administering the TWC's all CONFIDENTIAL servers and applications such as trouble management system TMS , Provisioning, Circuit Order Provisioning System COPS and Site management applications
• Provided company-wide technical support for CONFIDENTIAL 6.3 and CONFIDENTIAL 7 applications.
• configuration of Virtual machines and the ability to boot and image the Cisco UCS server platforms.
• Designed and developed ARSystem 5.x/Mid-tier 6.0 High Speed Internet Call Center application with web availability
• Designed, and developed ARSystem 7.x Order Taking/Circuit Design and Vendor Management Application with web Interface
• Installed, Upgraded and configured multiple ARS servers to 6.0.3/7.0.1 and mid-tier servers
• Configured and setup a CONFIDENTIAL 6.0.3 Mid-tier with Apache web server
• Managed multiple interfaces to feed data into CONFIDENTIAL systems
• Designed and deployed applications to an ARSystem 6.0.3 /7.0 Mid-tier
• Managed all changes from Development to Test to Staging to Production via ARSystem Migrator
• Extensively involved in Improving the process and functional possibilities on several TWC's CONFIDENTIAL applications
• Interfaced CONFIDENTIAL application with CSG/DST billing systems.
• Architected and redesigned CONFIDENTIAL applications to improve overall performance and to meet standards of compliance SARBANES Oxley
• Applied DST Day Light Savings Time patches to OS,DB , arsysytem server and Mid-tier servers
• Extensively providing the Production support for TWC's all CONFIDENTIAL applications on high availability 24X7
• Replaced XML/SQL based mechanism with CONFIDENTIAL Web service for multiple feeds
• Utilized the Master ARsuite software to troubleshoot and fix CONFIDENTIAL performance issues and workflow issues
• Aided the CONFIDENTIAL development team with trouble shooting their code and fixing problems
• Provided a change control process for CONFIDENTIAL developers to control all changes between CONFIDENTIAL development, test, training and production systems

Confidential

Title: Sr.CONFIDENTIAL Remedy Lead

• CONFIDENTIAL REMEDY ARS 6.3,Midtier 6.3, SQL Server 2000, ITSM Suite 6.0, Lotus Domino 6.0.2/7.0, DB2, Windows 2000,AIX5.0, IBM-Web sphere
• This system is an IBM operations personnel in support of IBM's CONFIDENTIAL-based system IBM System serving the BP Incident and Problem Management processes. The IBM System is based on CONFIDENTIAL's CONFIDENTIAL Help Desk 6.0 application. BP process specifications dictated a highly customized solution
• The two primary drivers for the customizations and the method for implementing them were 1 the BP process specification itself and 2 the requirement to exchange messages between the IBM System and BP's CONFIDENTIAL-based TOP system BP System
• The integration between the IBM System and the BP System uses a combination of Java, Web Services and CONFIDENTIAL workflow. Communication between the IBM System and the BP System relies on web services. The Java Servlets are used to format and send the XML documents between web service components. CONFIDENTIAL workflow is used to move data between the integration structures and the IBM System used by the IBM Service Desk

Confidential

Title: Sr.CONFIDENTIAL Remedy Analyst

• CONFIDENTIAL ARS 4.x/5.x, Oracle 9i, AR web 4.01,CONFIDENTIAL Web 4.x, Unix 11.0, Windows 2000 server
• Account Administration Trend Tracker: These systems have been established to allow business units and/or locations to manage and process service requests service request management globally. Connecting a user to their Role s , Definitions s and Task s is what provide them with their customized experience. If a user does not have these attributes, when they log in, they will neither have access to any tasks nor will they be able to see any information for any locations. By giving a user ownership of a folder/location we are giving them ownership of all of the locations contained within those folders/locations.

Responsibilities:

• Gathered requirements, design and develop Trend Tracker application and implemented in all regions.
• Developed Integration between the Account Administration and Trend Tracker applications.
• Performed Extensive customizations to CONFIDENTIAL applications
• Extensively providing production support and administration for Alcoa's all CONFIDENTIAL servers and applications.

Confidential

Title: CONFIDENTIAL Remedy Analyst

• CONFIDENTIAL 5.x/6.x, CONFIDENTIAL Out of box Help Desk 5.5, Change 5.5, Asset management 5.5 Applications, Oracle 9.x, Windows 2000 server.
• TRACS Project: CONFIDENTIAL Applications are used to enter systems, assets, incidents, problems and enhancements with associated TRACS data. As events occur add new system owner, add a project, submit an incident ticket, etc. , they are pushed out to the Niku staging tables. On a Daily, Weekly and Monthly basis, tidal triggers java programs to take data from the staging tables and generate XML output that is passed onto Niku.
• As a CONFIDENTIAL Architect/Developer my responsibilities were to
• Restructured the architecture of existing Niku staging table environment and provide new design solutions.
• Extensively worked on enhancements and bug fixes for CONFIDENTIAL Asset staging tables.
• Provided Interface between CONFIDENTIAL Asset management and Labor Project, Labor Time Labor charge Information applications.

Confidential

Title: Sr. CONFIDENTIAL Remedy Developer/Administrator

• CONFIDENTIAL ARS 4.x/5.x, Mid Tier, ITSM 5.0,Asset Management, Change Management, Help Desk, Unix 11.0,Oracle 8.1.7, CONFIDENTIAL Reporting tool, Crystal Reports8.0/9.0, CONFIDENTIAL Migrator5.1, Master AR Suit 5.1.2
• Confidential: Engine Installations on the Unix Environment the Batch Data Loader is a key module added to the CONFIDENTIAL System. The Improvements made to the System Include enhanced data validation during batch bulk data loading and data quality monitoring as well as data quality validation checks during data entry. The Batch Data Loading feature for loading a large quantity of records from csv files, encompasses the end-to-end process of loading records into Confidential, validating the data values for each record, editing record values based on the exceptions logs generated by the system, and finally, moving the records into the production database where they are managed like any other Confidential record. All records loaded into the CONFIDENTIAL system via the Batch Data Loading feature reside in a separate data holding area until they are moved into the production database.
• Data Quality Monitoring: There currently is no direct mechanism to assess the quality of the information contained in the CONFIDENTIAL database. Data errors are only discovered when records are moved from CONFIDENTIAL into the reporting database. Records that fail the referential integrity checks performed during this move are held in a queue and reported in the Kick-Out Report . This project includes the development of an improved report that will operate against the reporting database holding queue. The report will provide an improved view of records in the CONFIDENTIAL data that contain invalid information and will assist users and system support personnel in the process of correcting the invalid data.

Responsibilities:

• Extensively provided support to the existing applications on global regions NA, EMEA, ASPAC LA production environments.
• Extensively followed CSV methodologies 21 CFR PART 11 and procedures to provide validated system according to FDA regulations.
• Upgraded ARS version from 4.5.2 to 5.1.2 on all regional NA, EMEA, ASPAC LA and collection servers.
• Upgraded ITSM applications HD, Change and Asset from 4.x to 5.5
• Administered and managed ARSystems processes, creating multiple Instances, applying patches and monitoring CONFIDENTIAL Flashboards Email engine

Confidential

Title:Sr,CONFIDENTIAL Remedy Developer/Administrator

• CONFIDENTIAL ARS 4.5.2/5.X, ITSM5.5, CONFIDENTIAL approval server 5.0, SQL Server 2000,Oracle 8.x, SQL Server 2000, Windows 2000,MS-VSS6
• Asset Management: The Asset management application allows users to add or modify asset inventory details. It provides the ability to create parent and child relationships between assets. It also provides the capability to store vendor details, service details and configuration details

Responsibilities:

• Extensively provided production support for their Help desk, Change and Asset Management Applications
• Upgraded and restructured workflow for Help Desk and Change Management Applications.
• Migrated Excel and Access data in to the existing CONFIDENTIAL system from their legacy systems.
• Implemented Disaster Recovery and Archiving Technology
• Performed Performance tuning
• Established Support Processes Procedures

Confidential

Title:Sr.CONFIDENTIAL Remedy Developer

• CONFIDENTIAL ARS 4.x/5.x,Mid Tier ,Unix 11.0,ARweb4.x, Asset change management ,Oracle 8.1.7, CONFIDENTIAL Reporting tool, Crystal Reports7.0/8.0, Ostream Migrator5.0,Master Documenter5.0.1
• Production Release Request System PRS :
• Confidential management tool for controlling releases to production, i.e., changes to the production environment by enabling the planning and communication of production changes across the global Merrill enterprise. The objective is to maximize the likelihood of success, avoiding conflicts and surprises to the Confidential business groups and IT community. PRS helps to ensure the scheduling of production changes is done in a manner and form that communicates to all affected parties the readiness of making the change, maximizing the efficiency of the change processes. The PRS encompass all of IT, mainframe and distributed, on-line and batch, networks, facilities, and market data as components of production. This application has more than 3000 users throughout the enterprise accessing through CONFIDENTIAL User Client and AR Web for Approvals.

Responsibilities:

• Gathered Requirements, analyze, developed project plan and document functional
• Requirements to Implement ARS 5.1 Mid Tier Technology
• Developed PRS application, test and implement on the various Global servers throughout the enterprise.
• Created DSO action for consolidating the data from all the servers throughout the enterprise to a reporting server for developing Management Statistical reports.
• Created a major workflow for Global Parent/Child to allow users to schedule
• Releases to production on all global environment in a successful and Efficient manner.
• Administered and troubleshot ARS server, CONFIDENTIAL Oracle Database Server, AR
• Web Server and client applications which Resides on the Unix
• Developed Integration between the PRS application and the Inventory System
• Upgraded all existing CONFIDENTIAL applications from ARS4.5.2 to 5.1 in Unix

Confidential

Title: CONFIDENTIAL Remedy Administrator

• CONFIDENTIAL ARS 4.x/5.x, ARweb4.x, CONFIDENTIAL Web 4.x, Mid tier , Asset Change management, Oracle 8, CONFIDENTIAL mail, CONFIDENTIAL Reporting tool, Crystal Reports7.0/8.0, Ostream Migrator5.0,Master Documenter5.0.1,HP-UX, Sun Solaris
• Order Entry Network Management: This system supports and automates the TMS, NOC, Help Desk and Customer Service Support. It creates and manages Trouble Tickets, Service Orders, Order entry, Tracks Provisioning Work Process along with extended reporting functionality using Crystal Reports and Interfacing Crystal reports within CONFIDENTIAL. This System is based on CONFIDENTIAL ARS on HP-UX, Oracle and Sybase Databases and it interfaces with Asset management, Change management, Provisioning, Network Management and Billing. This system also allow Adelphia Network Switch Control Center technicians to troubleshoot the network, manage circuit information, generate trouble tickets, and create reports for each cities network, Adelphia's national network, and customer specific reports. These reports will allow for better overall management of our networking resources and allow for planning of future rings and send out flags when ring capacity becomes exhausted.
• System Validation analysis, Design and development of network management, trouble ticketing, Help Desk, Asset management, Change management and provisioning systems using CONFIDENTIAL filters, active links and escalations to implement workflow
• Performed CONFIDENTIAL Administrative level activities such as configure, upgrade and monitoring the AR System logs and system performance using flash boards, providing user and group permissions, and CONFIDENTIAL database tables maintenance etc
• Implemented AR web for online Order Entry and Trouble Ticketing system
• Extensively used CONFIDENTIAL mailing system for customer and user notifications
• Designed Reports Module that generated standard reports for performance metrics using Crystal Reports V8.0 and CONFIDENTIAL reporting tool
• Implemented Distributed Sever Option for auto archiving of data
• Designed Dynamic menus for organized list of choices
• Installed and upgraded CONFIDENTIAL ARS releases from 4.03.to 4.5 and 4.5 to 5.0
• Performance tuning of the CONFIDENTIAL Database and workflow
• Imported data from other sources into the CONFIDENTIAL using DDE, OLE and Import utility
• Responsible for design and development of Trouble Management system TMS , Help Desk, Order Entry and Integration with billing applications as well as bug fixing
• Also Trouble shooting and extensive production support for all CONFIDENTIAL Applications
• Do develop new applications as well as Maintenance as requested by the Users and Management
• Also worked on projects associated with the Switch Control Center. This project allows Adelphia Communications to move the Spectrum Records out of Excel, Power point Access to a more stable environment in CONFIDENTIAL.
• Worked directly with Users to determine the best course for resolving workflow issues
• Confidential Win runner, Load runner, UNIX, C, Oracle 7.x, PL/SQL, and SQL Plus
• Developed the test plans and test cases to generate automated test and batch scripts Involved in the development of backend Database processes in Oracle using PL/SQL for Central Tele Communications Invoice tracking application.
• This application is a client/server PC - based decision support application. It Posts all the data entered from Receivables, payables applications into the General Ledger and helps in creating account level summary reports, P/L statements and balance sheet and for Budgeting. The application was developed with Oracle 7.3 as back end Database. Involved in development and testing of the system.
• Involved in development of PL/SQL stored procedures to post data into GL module.
• Quality Assurance: Responsible for Functional testing, Integration testing, performance testing and regression testing of the data posted in to GL from other modules. Developed test plans, test cases and executed them manually.
• Also involved in the performance tuning of SQL queries.