Summary:

• 7+ Yrs of IT experience with 6+ years of Remedy ARS 7.5/7.x/6.x/5.x experience.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, Training, and implementing specifications provided by the client.
• ITIL Certified in IT Service Management (ITSM).
• Experience in, Master ARSuite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Experience in designing, developing, customizing & administering ITSM suite of applications
• Experience in upgrading of ITSM suite from 5.5 to 6.0 and 6.0 to 7.5
• Experience in setting up of CMDB 1.1 and 2.0
• Experience in configuring/maintaining/customizing ITSM 5.5 / 6.0 / 7.0 / 7.5
• Experience in performance tuning of Remedy Setups
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement processes
• Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.
• Good Knowledge of ITIL and ITSM best practices
• Excellent communication, organizational, time management and support skills.
• Involved in requirement analysis, Business analysis, Use-Case analysis, change management and configuration management
• Proficient in database programming using Oracle, SQL Server and Microsoft Access. Optimized the performance of applications using PL/SQL, stored procedures, functions and packages
• Writing high-level Test Plans and Test cases based on the baseline requirements.
• Working in a team environment; meeting and exceeding customer expectations.
• Strong skills in Backend testing SQL Queries on Sybase and Oracle RDBMS
• Hands on experience in design, development, testing, implementation and documentation of Client Server and Web applications.
• Experience in talking with clients, users and gathering requirements, test data.
• Excellent communication and interpersonal skills

Technical Skills:

Remedy Tools: Remedy ARS 7.6, 7.5, 7.x, 6.x, 5.x, Remedy ITSM Suite 5.x, 6.x, 7.0, 7.5 HELPDESK 5.x, 6.x, 7.0 SLA 5.x, 6.x, 7.0 CHANGE MANAGEMENT 5.x, 6.x,7.0 ASSET MANAGEMENT 5.x, 6.x, 7.0 MID-TIER 5.x, 6.x, 7.x, SRM 2.2 REMEDY WEB, Remedy Flashboards, Crystal Reports, Remedy Migrator.
Operating Systems: Linux, UNIX, AIX, Windows NT/98, Windows 2000/XP
Languages: C, C++, C#, PL/SQL, Java, XML, HTML and Assembly language
Others: Forms 4.5, Reports2.5, Servlets, ASP, ASP.net, JSP, JDBC, JavaScript, HTML, Crystal Reports 9/10, TelAlert.
Databases: Oracle 8i/9i/10g, MS SQL Server 2005/2000, MS Access.
Web Servers: IIS, Apache

Education:

• Bachelors in Computer Science

Certifications:

• ITIL Certificate in IT Service Management

Professional Experience:

Confidential, Duluth, GA Nov’11 – Present
Sr Remedy Developer / Administrator

Confidential,is characterized by many outstanding features, but we like to celebrate our entrepreneurial spirit, and our commitment to education. Cox Enterprises, Inc., is the parent company of Cox Communications, and it serves as the model from which we derive our vision and focus as a company.

The Remedy Action Request System, a rapid application development environment for automating and maintaining business processes, is used as the core component of ISTM. ISTM will leverage the core ARS environment and capabilities but will configure BLS-specific ticketing forms, workflow, rules and following functionalities:

Responsibilities:

• The creation of a corresponding Service Trouble Ticket for the Customer Service Trouble Ticket
• Involved in Installing and Configuring ITSM 7.5/7.6
• Involved in upgrading the ITSM suite from 6.0 to 7.5
• Referral of Service Trouble Tickets to the DSL Transport/IP factories
• Receipt of status/closure notifications from the factories
• Gathered requirements from various business groups/users.
• Analyzed and evaluated these requirements within ITIL framework and industry best practices
• Involved in upgrading Remedy system from ARS 6.0.1 to ARS 7.x
• Involved in upgrading the ITSM suite from 6.0 to 7.0
• Involved in installing and configuring CMDB 2.0
• Identified and defined new CIs in BMC Atrium CMDB.
• Worked on Common Request System, Problem Tracking, and Time Tracking System Remedy application projects.
• Involved in upgrading Remedy system from ARS 6.0.1 to ARS 7.5
• Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e Incident and Change Management.
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework
• Involved in the development of web interface using Remedy Mid-tier web services consumed in .Net environment using C# and XML Schemas.
• Implemented the SRM 7.6.04 integrated the same with Incident, Problem and Change management on the lower landscapes without any issues. Could not implement it on production due to budget issues.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Deployed all of the developed internal applications on the web using Remedy 7.x and 6.3 Mid tier.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Extensively involved in the customization of Remedy Helpdesk Application 5.6 for the support center department.
• Involved in coordinating with off shore and updating the client.
• Involved in System test, Integration test and Regression test.

Environment: Remedy ITSM 7.6, Remedy CMDB 7.6, Remedy ARS 7.5/7.x and 6.x, Remedy Migrator 7.x, Remedy ITSM 7.0, Remedy Import 7.x, SRM, BMC Atrium CMDB, C#, C++, Windows 2000/XP, Oracle 9i/10g, Crystal Reports 9.x, .Net, XML.

Confidential,Louisville, KY Nov’10 – Oct’11
Remedy Analyst / Administrator

Confidential,is the originator of real-time power supply information to support decision making for power marketers, regulators, utilities, distributors, and other energy market participants.

Responsibilities:

• Worked for Help desk, Change and Asset Management Applications.
• Involved in upgrading the ITSM suite from 6.0 to 7.5
• Involved in upgrading ITSM 5.5 to ITSM 6.0
• Involved in configuring custom Approval Rules
• Involved in setting up of the CMDB
• Configured TelAlert to send Messages when for Assignee’s of High Priority tickets and setup a acknowledgement mechanism by the Assignee’s
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for upgrading and restructuring of workflow for Help desk and change management applications.
• Also involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the applications.
• Involved in the implementation of external processes to read the data from the Oracle tables of legacy systems, process the records and inserts or updates to the Remedy Schemas using C Remedy APIs.
• Also involved in the implementation of high availability system using hot backups and archiving the data using SQL Server scheduled jobs.

Environment: Remedy AR System Software 4.5.2, 5.x,6.x,7.5 Remedy ITSM 5.5/6.0, Master ARSuite Tools, C, C++, UNIX Solaris 2.8, SQLPlus, PL/SQL, Oracle 9.x, Java, XML, JSP, SQL Server 2000.

Confidential,Chicago,IL Sep’09 – Nov’10
Remedy Developer

LexisNexis is a leading global provider of content-enabled workflow solutions designed specifically for professionals in the legal, risk management, corporate, government, law enforcement, accounting, and academic markets.

Responsibilities:

• Involved in Collection, Design & Analysis of the Customer Specifications, Development and Customization of the Application.
• Extensively involved in creating Remedy Forms, Active Links, Filter Guides.
• Involved in the development of ‘Network Troubleshoot Toolkit’ and is being implemented in C language using SNMP calls to the appropriate CMTS, CMs and the routers and the troubleshoot information is provided back to the TMS through C Remedy API interface.
• Involved in the customization of Remedy ITSM Help Desk application.
• Involved in implementation of Remedy Flashboards for various SLA, CTID problem ticket statistics.
• Also used Remedy Master ARSuite software for analyzing the Remedy workflow and documentation purposes.
• Involved in upgrading Remedy system from ARS 4.5.7 to ARS 5.0.1 version.
• Also involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the applications.
• Involved in the implementation of external processes to read the data from the Oracle tables of legacy systems, process the records and inserts or updates to the Remedy Schemas using C Remedy APIs.
• Developed various monthly and SLA reports using Crystal Reports.
• Developed SQL stored procedures for data manipulation and querying data.
• Developed Role base Security to authorize the request member to a specific Role.
• Created Tables, Indexes for performance improvement and also rewrote stored procedures to increase performance.
• Created user defined functions for String Manipulations and for formatting dates etc.

Environment: Remedy AR System Software 5.x, Master ARSuite Tools, C, C++, UNIX Solaris 2.8, SQLPlus, PL/SQL, Oracle 9.x, Java, XML, JSP.All State Insurance, Northbrook, IL Oct’08 - Aug’09 Remedy Developer / Administrator Developed, Customized and supported out of the box Remedy CRM application catering to the needs of this major communication/teleport company.

Responsibilities:

• Upgraded Remedy ARS 4.5.2 to Remedy ARS 5.1.2
• Data migration from 4.x to 5.x for development machine
• Installed and customized Remedy Asset Management 5.x
• Installed and customized Remedy Change Management 5.x and also added a new customized module in to the application
• Installed and configured Mid-Tier 5.0.1
• Installed and tested and migrated workflow with Remedy Migrator 5.0
• Web development using Mid-Tier 5.0.1/5.1
• Customized/designed reports based on CRM for the NOC in Crystal reports

Environment:Oracle 8.1 RemedyARS5.1.2/4.5.2, CRM (Customer support) 4.4, SLA 4.0/5.0, Flashboards, Solaris 8,Win NT, Crystal Enterprise 8.5, Mid-Tier 5.0.1, AR Web

Confidential,India Sep’06 - Aug’08
Remedy Developer/Administrator

Responsibilities:

• Configured Mid-Tier on Solaris & Upgraded to 5.1.2 from 5.0
• Customized OOB HD module and designed custom built CM module based on user requirements.
• Maintenance of company’s custom built & customized applications and involved in the production support.
• Integration with HP Open View for tracking availability and performance.
• Designed Flashboards to provide real time data.
• Created web views for forms and configured the mid-tier using the configuration tool.
• Worked on the performance of the application by removing the repetitive workflow and adding indexes on field which are used commonly.
• Implement SLA Module to track Internal OLA and Organizational SLA
• Created Development & Test environment to test and develop customization and synced this with Production environment.
• Extensive system testing on both the development and production servers and used Migrator to keep both servers in sync.
• Designed Tolequent reports for Global Support Center by using SQL Loader
• Trained users about the usability and the various processes in the system

Environment: Remedy ARS 5.0.1 & 5.1.2, HD 5.x, CM 5.x, SQL Server 2000, Solaris 2.8, Migrator 5.0, Visio and Tomcat.

Confidential, Hyderabad, India Aug’05 – Sep’06

Software Developer

The project encompasses Material Requirement, Bill of material (BOM), purchase Order, Goods inward, work in progress (process), Stock, Outward, and Material Return.

Responsibilities:

• Designed the Database, created tables
• Created Stored Procedures, Views
• Developed various Forms using Visual Basic
• Designed and Developed Forms with various controls to incorporate the User Interface in Visual Basic
• Involved in retrieving data using ADO with Visual Basic COM Classes and presenting it to the UI
• Used ADO for accessing the database stored procedures and user defined functions
• Generated the reports based on the user requirements and formats

Environment: Visual Basic 6.0, C++, SQL Server 7.0, Crystal reports 7.0 & COM