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Project Manager Resume Profile

Designation: Project Manager SRM/ITSM Tools Application Development

Career Objective:

Seeking a career that offers me an opportunity to explore my skills and abilities, which enables me to spearhead into new technologies.

Primary Skills

BMC Remedy SRM, ITSM,ARS,CMDB,SLM,RKM,ITIL Implementation Design, Developer Studio, Application Designing Testing,ITSM Process Designer 7.6.04 SP2

Professional Summary

Total 10 years of experience as an IT Professional.9 years' experience in Remedy Architecture, Designing, Consulting, Development, Support, Administration, implementations of BMC Remedy ITSM v7/v8 suite for multiple enterprises, including specifically the data and processes related to Service Request Management, ITSM Remedy Service Desk, Change Management, Asset Management , Service Level Management, RKM and ARS.-ITIL V3 Best practices Awareness

Confidential

Project Manager

Responsibilities:

  • -Managing 1.5M USD Account for Ford Technologies across Globe.
  • -Responsible for ITSM 7.6.04SP4 upgrade to Remedy ITSM 8.1
  • -Responsible for Detailed upgrade of Remedy ITSM in Three Phases Phase0/Phase1/Phase2 -- -Complete Requirement Analysis of Ford IT across different business units and Implementation. -Responsible for Task Allocation to the team comprised of 11 Remedy Consultants.
  • -Conducts client data workshops to gather client-specific data in Excel Workbooks. -Provide Consultancy on ITSM/SRM to Ford America's/APAC/EMEA
  • -Designing and Developing High Level Architecture for Remedy Environment
  • -Operation Efficiency Matrix check for the Environment based on Best Practices defined
  • -Installation/Deployment/upgradation/Maintenance of AR Server/ITSM/SRM/SLM
  • in Development/QA Production Environment
  • -Requirement Analysis Implementation of BMC Chat BMC MyIT 2.0
  • -Experienced in Service Request Management/IT Service Management Architecture level of
  • understanding
  • -Creating Application Object Template/Process Definition Template/Service Request Definition for Service Catalogue per customer requirement
  • -Implementing/Managing Entitlement and On Behalf Of rules.
  • -Experienced in Service Request Designer/Service Catalogue Manager Console/ITSM Process

Designer

  • -Configuration of Fulfillment Applications from SRM as Backend applications.
  • -Service Request Definition migrations using SRM Import/Export Console Tool until SRM 7.6.04 SP2.
  • --Configuring Assignment, Notification, Approvals, Command Automation Interface,

Templates

  • -Strong Understanding of Command Automation Interface Plugins
  • -Foundation Data Configuration/Migration Company, Organization, Location, Support Group, People -Multitenancy Environment set up in ITSM.
  • -ITSM Plugins and application Integration RKM, SRM, SLM, Dashboard
  • -Configuration/Installation of Service Level Management /Remedy Knowledge Management
  • application.
  • -Mid Tier Configuration on Apache/Tomcat/IIS web Servers
  • -Designing New Forms or permitted customization which includes Active Link/Filter/Escalation Modifications using Developer Studio
  • -Set up the 4 Server Group Environment for Ford IT.
  • -Experienced in Application, data,.def,.arx file migration from server to server or file using

Remedy Migrator 7.

  • -Experiences in using Best Practice Conversion Utility/Delta Data Management while upgrade of Remedy
  • -Experienced in Migrating Foundation Data and transaction Data or appending data us ing Data

Management Tool Data Wizard

  • -Understanding of Filter/SQL/API loggings, configuration files ar.cfg ar.conf
  • -Functional knowledge in Integration of Remedy server and application with third party tools like
  • Light Weight Directory Access Protocol, ARDBC plugins -AD integration with Remedy
  • -BMC Virtual Agent or BMC Chat Implementation for effective usage of Support and Tool -Performing Beta Testing for ITSM New Release IT Service Management 8.1/Service Request

Management 8.1

-Web based Report Generation in ITSM

  • -For non-standard solutions, build functional requirements definition and use cases as input into customization requests
  • -Document definitive designs in sufficient detail for execution by the technical implementations team -Drive and assist the account team to obtain consensus and signoff of specified data and agreement to the design

Confidential

Designation: Lead Analyst

Responsibilities:

  • .Handled a Project of 1M USD across APAC region.
  • .Worked on deployment, configuration, integration, technical documentation, testing, and administration of BMC SRM/ITSM suite v7.6 and v8.1 in accordance with Bank's/LOB requirements.
  • Understanding the E2E Architecture and creating functional, technical design documents for ITSM/SRM. Designing the business requirement and should be able to come up with High level design/ Architecture for SRM/ITSM solution for Bank.
  • Creating Service Request Definition/Process Definition Template/Application Object Template per business requirement.
  • .Hands on for BMC Remedy Service Request Management implementation,Administration and Configuration.
  • .Administration and Configuration of Service/Navigational Categories.
  • .Hands on Experience in Migrating Service Request Definition's across different version during upgrade/Fresh Installation
  • .Hands on Experience in Designing Service Request Definition's using Service Catalogue Manager/ITSM Process Designer.
  • .Integrating SRM with Incident Management/Work Order Management /Change Management or custom Applications
  • .Hands on Designing Assignment, Entitlement and Approvals along with approval Chain per Bank's requirement.
  • .Conducting Workshop for Remedy User for SRM/ITSM.
  • .Workshop on Foundation Data, Service Desk IM/PM , reporting.
  • .OOTB Report Generation for Bank's Stakeholder for weekly meeting.
  • .Proposing High Level Architecture design for Remedy SRM/ITSM.
  • .Demo on Standard Use case OOTB with Customer.
  • .Review of involved tools and applications in Integration Workshops with Stakeholders.
  • .Hands on setting up Server Group Environment for Bank
  • .Involved in ITSM 7.6 -> ITSM 8.1 upgrade for Bank
  • .Handling a Team of 6 Remedy Consultants
  • .Resource Allocation and Project Deliverables
  • .Involved in User Acceptance Test/Proof of Concept
  • .Weekly meeting with BMC Delivery Managers and Bank's Shareholder for current project status
  • .Weekly meeting with BA Continuum Stakeholders for Resource Hiring Status per requirement
  • .Arranging Technical Trainings with BMC for team members.

Technical Skills:-

Tools/Applications:

  • SRM 7.6 -> SRM 8.1 SP2
  • ITSM Suite Remedy INCIDENT/PROBLEM MANAGEMENT 8.x, CHANGE MANAGEMENT 8.X,Asset Management 8.x
  • ARS 8.0, MID-TIER 8.1
  • ITSM Process Designer 7.6.04 SP2/8.1
  • Remedy Migrator, Delta Data Migrator, Data Wizard, Developer Studio ,ITSM 8.1 Environment: SRM 8.1, ITSM 8.1, ARS 8.1 Mid-Tier 8.1, Windows 2008,

Confidential

Responsibilities:

  • -Responsible for Remedy Implementation for 7 customer companies within NEC Corporation -Setting up Foundation/Transactional Data for 1500 2000 Remedy users
  • -Responsible for Installation/Upgradation/Configuration of BMC Remedy 7.6.03 -Responsible to distribute the Work Load to junior Remedy Consultants
  • -Responsible for End to End Up gradation of Remedy Environment from 7.6.03 to 7.6.04 SP2 -Remedy Patch management
  • -Designed Different Services using SRM 7.6.03 and integrated with Fulfillment application as Incident or Change
  • -Publishing Services which needs custom Approval or other OOTB defined approvals in Remedy
  • -Export/Import of Service Request Definition from Development to Production Environment after testing
  • -Strong Understanding of Command Automation Interface Plugin in SRM/ITSM and other configuration file in Remedy
  • -ITSM Foundation Data Import/Export using Data Management Tool -Email integration for NECAM Helpdesk group with remedy
  • -ARS LDAP integration with Active Directory for External Authentication of users
  • -Performance Tuning for Mid Tier 7.6.03 and manual upgrade using WAR files from 7.6.03 to 7.6.04 -Daily coordination with NOC Operation and Service Desk Team for Remedy Generic Issues.
  • -Daily Routine task for Foundation/People/User data creation/Update -SRM Service Creation as per Management and business requirement
  • -Daily report generation for Closed Incident and Change Request for companies within NEC group -Assignment/Notification/Approval configuration as per business requirement
  • -Workshop/Demo with NOC, Service Desk and other NEC company users. -Routine ARS/ITSM/SRM performance check
  • -Strong Understanding of Server Side Filter/SQL/API and Client Side Active Link Logs along with
  • Fiddler/Mid-Tier loggings
  • -Manual Escalation Notification workflow and object modification
  • -Hands on Experience in Using Best Practice Conversion Utility/Delta Data Management while upgrading Environments
  • -Set up of Development,Staging and Production Environment
  • -Coordination with BMC Support for hotfixes/bugs/Request Feature Enhancement
  • -24/7 On call for in house Service Request Management /ITSM Support. -Responsible for managing team members leaves
  • -Responsible for Performance appraisal of team -Conflict Resolution
  • ARS 7.6.03,CMDB
  • ITSM Suite Remedy INCIDENT/PROBLEM MANAGEMENT 7.6.03, CHANGE MANAGEMENT
  • 7.6.03, Asset Management
  • SRM 7.6.03, ARS 7.x, 7.6.x, 8.0
  • MID-TIER 7.6.03,
  • Remedy Migrator, Delta Data Migrator, Data Wizard, Developer Studio

Confidential

Role : Technical Lead SRM/ITSM

Responsibilities:

  • -Individual contributor role that primarily focuses on working with customers to gather the Configuration data required for client on boarding.
  • -Analysis agreed solution and providing it to customers
  • -Conducts client data workshops to gather client -specific data in Excel Workbooks. -Provide Consultancy on ITSM/SRM to America's and International Clients
  • -Experienced in Service Request Management/IT Service Management Architecture level of
  • understanding
  • -Experience in SRM 2.x, SRM 7.6, SRM 7.6.03, SRM 7.6.04, SRM 8.0, ITSM 7.x, ITSM 7.6.x, ITSM 8.0 -Service Request M/ITSM Installation/Administration/Configuration, SRM Data Load, Migrate -Creating Application Object Template/Process Definition Template/Service Request Definition for Service Catalogue per customer requirement
  • -Implementing/Managing Entitlement and On Behalf Of rules.
  • -Experienced in Service Request Designer/Service Catalogue Manager Console/ITSM Process

Designer

  • -Configuration of Fulfillment Applications from SRM as Backend applications.
  • -Service Request Definition migrations using SRM Import/Export Console Tool until SRM 7.6.04 SP2.
  • --Configuring Assignment, Notification, Approvals, Command Automation Interface,

Templates

  • -Strong Understanding of Command Automation Interface Plugins
  • -Coordination with Tier3 and Remedy Development Team -Worked on Advance Interface Forms to create SRD's
  • -Foundation Data Configuration/Migration Company, Organization, Location, Support Group, People -Multitenancy Environment set up in ITSM.
  • -ITSM Plugins and application Integration RKM, SRM, SLM, Dashboard -Configuration/Installation of Service Level Management /Remedy Knowledge Management application.
  • -Mid Tier Configuration on Apache/Tomcat/IIS web Servers
  • -Designing New Forms or permitted customization which includes Active Link/Filter/Escalation Modifications using Developer Studio
  • -Experience in installing/upgrading/configuring Remedy ARS Server and Application7.x/7.6.04 with
  • MS SQL Server 2000 and 2005, 2008/Oracle 10 11i
  • -Experience in Remedy Development and Administration with Remedy ARS 7.5 -Understanding of Server Group Environment Configuration and setting it up. -Experienced in Application, data,.def,.arx file migration from server to server or file using
  • Remedy Migrator 7.x or Import Tool
  • -Experiences in using Best Practice Conversion Utility/Delta Data Management while upgrade of
  • Remedy
  • -Experienced in Migrating Foundation Data and transaction Data or appending data us ing Data
  • Management Tool Data Wizard
  • -Understanding of Filter/SQL/API loggings, configuration files ar.cfg ar.conf
  • -Functional knowledge in Integration of Remedy server and application with third party tools like
  • Light Weight Directory Access Protocol, ARDBC plugins
  • -Performing Beta Testing for ITSM New Release IT Service Management 8.0/Service Request

Management 8.0

-Web based Report Generation in ITSM

  • -For non-standard solutions, build functional requirements definition and use cases as input into customization requests
  • -Document definitive designs in sufficient detail for execution by the technical implementations team
  • -Drive and assist the account team to obtain consensus and signoff of specified data and agreement to the design
  • -Through transition, until steady state is achieved, provide support on the accuracy and integrity of
  • the design and data collected. Support is provided to Technical Implementations team, UAT Testers, Training and Operations.
  • -Experience ITIL process and/or operational support in the areas of Service Desk, Incident, Problem,
  • Change, Asset Configuration, Service Level and/or Service Request Management - ITIL v2 or v3 Foundation certification
  • -Applying Hotfixes/Raising RFE's
  • -Managing Remedy on Demand Environment based on SaaS for customer. -Ensuring appropriate coordination with Operations Team for ROD

Technical Skills:-

  • OS: Windows,Unix
  • Database : SQL/Oracle

Tools/Applications:

  • SRM 8.1, 8.0, 7.x 7.6, 7.6.03, 7.6.04 , 2.x, 1.x
  • ITSM Process Designer 7.6.04 SP2/8.0,CMDB
  • ITSM Suite Remedy INCIDENT/PROBLEM MANAGEMENT 7.x, CHANGE MANAGEMENT 7.X, Asset
  • Management 8.0
  • ARS 7.x, 7.6.x, 8.0,8.1
  • MID-TIER 8.1,7.x,6.3
  • Remedy Migrator, Delta Data Migrator,Data Wizard, Developer Studio, Abydos 7.6.04/8.0
  • Remedy On Demand 2010.01/02, 2011.01/02,2012.01

Environment: SRM 8.x,7.x,2.x ITSM 8.x,7.x,6.3,ARS 8.x,7.x, Mid Tier 8.x, 7.x,,6.x,Windows 2003, 2008,Linux,Solaris,SQL 2005,2008,Oracle 8i,9i,10g,11i

Confidential

Designation :Software Engineer

  • Managed entire AR System development lifecycle within multiple environments.
  • Provided Remedy User Profile management support, duties included user creation, support group assignments, profile updates, and user license management.
  • Performed daily administrative tasks for streamlined and appropriate incident assignments.
  • Assisted in developing ITIL best practice business processes for Remedy operations.
  • Reviewed and updated Remedy assignment structure for streamlining and efficient use of ITSM
  • .SRM 2.x administration/Requestor Console 1.x
  • Customized ITSM Incident Management Application 7.0 to implement modifications required
  • Reviewed and revised all ITSM applications as needed to work properly as based on business needs.
  • Trained staff on best processes usage of ITSM Service Desk Application
  • Involved in migration of definitions and data using Remedy Migrator, import, export tools from development to production system.
  • Maintained the Remedy Email Engine and the Mail log.
  • Remedy Application Performance and Tuning
  • Remedy Server Performance Tuning and maintenance.
  • Integration with LDAP, Active Directory.

Environment: Remedy ARS 7.x, ITSM 7.x, SRM2.x, Remedy Migrator 7.x, Windows 2000/XP, MS SQL Server

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