SUMMARY:

• Over 8+ Year of experience as ITSM Analyst with expertise in Analysis, Design, Development, Management and implementation of various ITSM applications using Action Request System and various intranet, client - server and web based applications using .Net framework.
• Involved in Analysis and design of many applications using AR System such as Trouble Ticket Applications, Service Request Systems, Time Tracking Management, Asset Management Applications, Knowledge Base applications.
• Foundations Certified in IT Infrastructure Library (ITIL).
• Experienced Supporting both OnDemand/OnPremise Remedy System
• Strong customer interaction skills.
• Broad understanding of Service Management best practices
• Solid experience in, Master AR Schema, ITSM Suite, CMDB, Smart IT, Digital Workspace.
• Strong experience in installations, up-gradations, customizations and integration of ITSM Suite.
• Experience in database design and server-side programming in SQL - Server, MS-Access and Oracle.
• Experience in developing the business reports using Crystal Reports.
• Excellent communication skills both verbal and written and ability to work on own besides being a valuable and contributing team player.

TECHNICAL SKILLS:

BMC Applications: BMC MY IT 3.x, BMC Smart IT 1.x, Remedy Single Sign On, BMC Smart Reporting, Analytics, BMC Remedy OnDemand 8.x, BMC Remedy AR System 5.x/6.x/ 7.1/7.5/7.6/8.1/ 9.1 BMC ROD 8.x, ITSM 6.x/7.x/8.x/9.x BMC Remedy Service Desk 7.0.x/8.x/9.x (Incident Management, Problem Management), BMC Remedy Change Management 7.0.x, Asset Management 6.0.x, SLM (SLA), Configuration Management Database (CMDB) 1.x/2.x/9.x, Service Request Management 2.x(SRM), Remedy Mid-Tier 6.x/7.x/8.x/9.x, Remedy Email Engine 6.x/7.x/8.x/9.x BMC Remedy Assignment Engine, BMC Remedy Approval Server 6.x/7.x/8.x/9.x, BMC Data Management Tool, Remedy Import, BMC Atrium Integration Engine, BMC Remedy Migrator, BMC Remedy Developer Studio work flow. CMDB - Configuring Normalization Job, Reconciliation Job, Atrium Integrator (AI).

Installation &Configuration: BMC Remedy ITSM 9.1, DWS 3.3.X, BMC Smart IT 1.x, BMC Remedy SSO, Mongo Upgrade 3.X, BMC Virtual Chat, Analytcs, SCCM adapter, ADDM sync

Operating System: Microsoft Windows NT/ 2000/2003/2008/2012, Sun Solaris 5.8/5.9/5.10

Databases: Oracle 8i/9i/10g/11g

Web Servers: Tomcat, Apache, IIS, Oracle Web logic, IBM Web Sphere

Languages: SQL, PL/SQL.

Other Tools: TOAD, ServiceNow, Microsoft SQL Management Studio, Oracle SQL Developer, Microsoft Office 365 Business, Jira, Share Point, WinSCP, Putty, BPPM, BAO, Splunk, Nagios

PROFESSIONAL EXPERIENCE:

Remedy Technical Lead

Confidential, Mooresville, NC

Responsibilities:

• Managing team of BMC/Remedy Application to handle client escalations, release communication, and client management for upgrade deployments.
• Played a key role to provide design and solutions to upgrade the project for Remedy 8.1 to Remedy 9.1.
• Installed/configured Smart IT/My IT to the environment successfully.
• Develop Remedy applications for Business cases based on client requirements.
• Project Manage enhancements and solutions for existing clients on BMC ITSM and cross platform Mission Critical Applications.
• Direct the design, development, deployment, and support of BMC ITSM/BSM.
• Architect and advisor for IT Software management re-organization.
• Working with each department to create collaboration and unity on a single Management platform.
• Managed several integrations with ADDM, BPPM, SCCM and SNOW.
• Configured Normalization/Reconciliation Rules for ADDM/SCCM dataset as well as other Custom datasets.
• Developed multiple spoon jobs to connect to third party DB to bring non-discoverable CIs
• CMDB maintenance - Logging/Row-level access to CI/performance.
• Lead the data migration activities between BMC Remedy to SNOW for the integration as well BMC Remedy one environments to another environment.
• Manage several remote teams for development and maintenance of existing and new systems.
• Lead the requirements and implementation of Reporting tool deployment and custom design/deployment of Analytics and Dashboards for trending and reporting.
• Creating and maintain project plans, Business Requirement Document, and Functional Requirement Document.
• Allocating appropriate resources for tasks, administration, and development efforts
• Manage a team of developers, security and compliance managers, and Analysts working for existing clients on short and long term BMC projects.
• Work to bridge communication and operation gaps between groups to deliver solutions, close escalations, and work to improve client relations and communication.
• Enabled Remedy application monitoring using BMC Portal, Patrol and TM ART for synthetic transection monitoring and basic monitoring for i.e. CPU, Memory, Space and services.
• Helped enabling Remedy application monitoring using Nagios Dashboard - monitoring Remedy services, email engine, approval engine and infrastructure monitoring.
• Recently upgrades Smart IT 1.4 to Smart IT 1.6 and digital work space successfully.
• Installed and configured BMC Virtual Chat 9.1 successfully in the environment.

Sr. Remedy Administrator/Team Lead

Confidential, Columbus, IN

Responsibilities:

• Daily maintenance and support, user account creation, troubleshooting and administration of the Remedy Applications and 24/7 supporting the Remedy and support remedy mail box.
• Key Player between Customer and BMC support to provide System high availability and great customer service to Process Owners.
• Very Good working experience with BMC Remedy OnDemand support model for customization to application, point fix, upgrade patches, service pack upgrades.
• Responsible for 24/7 admin activities Such as application support, performance tuning of AR System, Database, Server maintenance, patch maintenance work, etc.
• Support for ongoing technical issues and system maintenance.
• Create and modify custom code and forms as requested or required.
• Managing off shore team with member of 10 or more people.
• Performed BMC Remedy administrator tasks for ITSM applications and foundation data.
• Performed quality assurance testing for change and release management process.
• Actively participated in upgrade project from ITSM 7 to ITSM 8 ROD.
• Involved in Installation, patching, maintaining and supporting the Remedy AR Systems Application.
• Successfully customized ITSM modules Such as Incident Management, Problem Management, Change Management, Asset Management and modules according to client Requirements.
• Effective use of the Migrator tool to identify differences and move workflow from Development, Testing and to Production.
• Worked on ITSM Customizations for Incident, change, Problem Management.
• Successfully implemented Customizations to ITSM Notification engine and developed few new Notifications to Change Management and Task Management Modules.
• Developed few Custom Applications as per the client requirements and to support ITSM customizations.
• Successfully loaded foundation data into ITSM 7.x with the help of Data Management Tool.
• Integrated ITSM Incident and Change Management Modules with third party applications by publishing Web services.
• Other Activities Include Remedy Application Support, On-Call Support, preparing documentation as per the customer requirement.
• Worked on different bug fixes within Incident Management, Change Management, Asset Management and Problem Management.
• Successfully created new Vendor and View forms for different Customizations in Incident, Problem and Change Management modules.
• Worked on Mid-Tier Configuration as per the requirement.
• Developed and created various forms, Menus, Active Links, Filters, escalations and menus to enhance the functionality.
• Worked on Atrium Integration Engine (AIE) to bring the third party Data store to CMDB.
• Worked on In-Depth log file analysis of AIE and Reconciliation activities.
• Customized the CMDB Classes and Asset forms according to Customer Requirements to Store Client Specific information.
• Good knowledge of Change Management Approval process and Assignment engine.
• Worked on Remedy Notification Engine and the email engine including the within-application email system and modified Template models.
• Worked on Customized email functionality for incident management.
• Worked on customizations of Change Management and Incident Management templates.
• Worked on developing and configuring customized report using Analytics tool.
• Good experience in configuring normalization and reconciliation jobs.
• Prepare training document and provide user training on ITSM modules.

Environment: BMC Remedy Action Request System 7.1/7.6/ROD 8.1, BMC IT Service Management Suite 7.1/7.6/ROD 8.1, BMC Remedy Service Desk 7.1/7.6/ROD 8.1, BMC Remedy Change Management 7.1/7.6/ROD 8.1, BMC Remedy Asset Management 7.1/7.6/ROD 8.1, Telalert 5.6, UNIX, Oracle 10g, PL/SQL, Email Engine 7.1/7.6/ROD 8.1, Approval Server 7.1/7.6/ROD 8.1.AIE 7.1/7.6/ROD 8.1, CMDB 8.1.

Sr.Remedy Administrator/Developer

Confidential, Bensenville, IL

Responsibilities:

• Gathering requirements from various groups within the organization to define new Functions of Remedy. Interact with client to study and analyze requirements Specifications for the system.
• Customized workflow design to support new functionality for each module. Developed and created various forms, Views, Active Links, Filters, escalations and menus (Work Flow Objects) to enhance application functionality.
• Customized Service Desk (Incident & Problem), Change Management, Task Management module and Asset Management Modules according to Client Requirements.
• Successfully loaded foundation data into ITSM 7 with the help of BMC Data Management Tool.
• Successfully created View forms and Vendor forms to introduce new functionality in Incident, Problem, Change and Asset Management Modules.
• Customized Asset Purchase Requisition and Purchase Order modules according to Client Requirements.
• Successfully Modified Asset forms - Added new Attributes and updated attribute properties through CMDB Class Manager.
• Created new Web Services for Incident and Change Management modules to integrate with third party applications and home grown applications.
• Administration of AR system and IT Service Management suite. Worked on Developer Studio.
• Actively participated in upgrade project from ITSM 6 to ITSM 7.
• Responsible for configuring Crystal Report servers to view Out-of-Box Reports through BMC Remedy Mid-Tier.
• Responsible for Remedy Production Support team to assist users. Proficient in demonstrating Remedy Tools.

Environment: BMC Remedy Action Request System 6.x/7.x, BMC IT Service Management Suite 6.x/7.x, BMC Remedy Service Desk 7.x, BMC Remedy Change Management 7.x, BMC Remedy Asset Management 7.x, BMC Remedy Knowledge Management 7.x, BMC Data Management Tool, BMC Remedy Mid-Tier 6.x/7.x, Remedy Migrator 7.x, Remedy Import 6.x/7x, Windows XP/server 2003, MS SQL Server 2005, Apache Tomcat 5.5.x, Crystal Reports XI.

Remedy Administrator

Confidential, Charlotte, NC

Responsibilities:

• Development and implementation of Help Desk, Change Management according tobusiness requirements.
• Assisted Team leads and Project managers in managing SDLC which includes Requirements gathering and Project Planning, Generate Design, Functional Specs, and Test scripts.
• Assisted in Testing and debugging (also created user friendly custom developed Test and Bug Tracking system).
• Involved in support processes including the ability to submit, monitor, and manage help desk cases, change requests, and asset inventory records.
• Developed consuming and publishing web services using WSDL, SOAP, XML to establish communication between remedy and an external system for automating status update of Helpdesk tickets.
• Managed resources to minimize the impact of change on the business by customizing Change management module.
• Design, Development and Implementation of a custom change Approval process.
• Developed Reports using Crystal Reports.
• Coordinated with the Project managing teams to set the milestones and suggest the Workload/Resource requirements along with the documentation needs. Provided technical input and assistance with troubleshooting applications.
• Integrating Change Management and Asset Management with 3rd party tools such as: Lightweight Directory Access Protocol (LDAP), Excel, Business Object reporting and analysis for technical and non-technical users .Net cool, source control and custom applications.
• Responsible for 24/7 admin activities Such as application support, performance tuning of AR System, Database, Server maintenance, patch maintenance work, etc.

Environment: BMC Remedy AR System 6.x/7.x, BMC Remedy Action Request System 6.x/7.x, BMC IT Service Management Suite 6.x/7.x, BMC Remedy Service Desk 7.x, BMC Remedy Change Management 7.x, BMC Remedy Asset Management 7.x, Crystal Reports XI, Windows Server 2003, UNIX, Oracle 9i, PL/SQL, SQL Server 2000, IIS server 6.0, MARS 6.0