SUMMARY

• Over 8 years of experience in Analysis, Design, Development, Management and implementation of various applications using Remedy Action Request System and various intranet, client - server and web based applications using .Net framework.
• Extensive experience in Remedy ITSM Applications: Help Desk Change Management, SLA, Asset Management, CMDB and Custom Applications and integrations using ARS platform.
• Experience in configuring / maintaining / customizing ITSM 5.5 / 6.0 /7.X/ 7.6.x
• Expertise in Software Development Life Cycle (SDLC) of projects - System study, Analysis, Design, Development, Resource planning, testing and implementing business applications.
• Experience in Master ARSuite, AR Schema, Flashboards, Remedy EIE, Remedy Web Services, SLA Management.
• Extensive knowledge of Remedy workflow such as Remedy Forms, Active Links, Filters, Active Link and Filter Guides and Escalations.
• Customized Help Desk Change Management modules according to business requirements.
• Expertise in using Remedy tools and utilities such as Remedy Migrator 7.x, Remedy Import 7.x, Remedy Flashboards, Remedy Approval Server 6.x, Remedy ChangeId, Remedy Macro Editor, Master AR Suite, Remedy Explorer 6.x.
• Good understanding and knowledge on CMDB 1.x /2.x/7.5/7.6.04
• Experience in upgrading of ITSM suite from 5.x to 6.x and 6.x to 7.x
• Good Knowledge on ARS 7.5/7.6.04, ITSM 7.5, 7.6.04.
• Experience in performance tuning of Remedy Setups.
• Performed various system administration duties that includes Installation of Software, Providing support for users, applying patches to O.S., troubleshooting Operating System
• Worked on various platforms including Windows, Solaris and UNIX.
• Experience of web interface using Remedy Mid-tier 7.x, publishing and consuming the web services in .Net using C# and XML Schemas.
• Experience in developing the business reports using Crystal Reports.
• Two years of experience in developing applications using Visual Studio .NET, ASP.NET, ADO.NET, C# and integration with Crystal Reports.
• Around 3yrs of SQL Server, Oracle7.x/8i/9i Database development experience using tables, triggers, views, packages and stored procedures in PL/SQL & T-SQL. Strong RDBMS fundamentals.
• Good Knowledge in Java, JDBC, JSP, Servlets, Java Scripting, XML and HTML.
• Experience with the UML diagrams
• Experience in Implementation, Version Upgrade of HP Sitescope and BAC products.
• Experience in establishing Disaster Recovery process for the HP monitoring tools environment.
• Expertise in integration of HP Monitoring tools within themselves, as well as with ticketing tools (HP SM, BMC Remedy, CA SD, etc.) and other third party monitoring tools (IBM Tivoli/Netcool, CA Unicenter/eHealth, Spectrum, BMC, Microsoft, etc.
• Excellent written and verbal communication skills, presentation and problem solving skills.
• Good team player with extraordinary problem solving and trouble-shooting capabilities.
• Experience in CMDB for building Reconciliation Rules, Creating and running jobs in RE Manager, working with classes and good knowledge of Common Data Model

TECHNICAL SKILLS

Remedy Tools: BMC Remedy ARS 7.6.4/5.x/4/x, Service Desk 7.6.4/6.x/5.x/4.x,Service Request Management 2.1/2.2/7.6,Change Management 7.6.4/6.x/5.x/4.x, Remedy Asset Management 7.6.4/6.x/5.x/4.x, Service Level Agreement 7.x, Mid-Tier, DSO, Remedy Migrator 7.x/5.x, BMC Atrium CMDB 2.x, Remedy Approval Engine, Service Now 3.0, Email Interface, Visio, Web logic server, Apache Tomcat, BMC Orchestrator.

.NET Technologies: ASP.NET1.0, 2.0, ADO.NET, Win forms, WCF, Web forms, Web Services.

Web Technologies: HTML, DHTML, CSS, XML, XSL, XSLT, AJAX, PHP, VB Script, JavaScript, FrontPage, Adobe Photoshop and Macromedia Dream Weaver MX.

Languages: C, C++, C#, VB.NET, VB, Java, SQL, PL/SQL, T-SQL

Operating Systems: Windows NT/95/98/2000/XP, Linux, UNIX and MS-DO

Databases: SQL Server 2000/2005, Oracle 8i/9i/10g, MS-Access, My SQL, DB2.

Web Servers: Internet Information Server (IIS), Apache.

Reporting Tools: Crystal Reports, SQL Server Reporting Services and Data Reports

Modeling Tools: UML, Rational Rose.

PROFESSIONAL EXPERIENCE

Confidential, Kansas City, MO

Remedy Developer /Administrator/Operations/ITSM Consultant

Responsibilities:

• Import of CMDB data using ADDM tool for auto discovery of CI's and mapping the staging dataset to production golden dataset BMC.ASSET through normalization and reconciliation process.
• Created custom Normalization and Reconciliation Requirements Document for the Continuous Configuration Monitoring and Management project for BMC Remedy 7.6 based Atrium (Auto Data Discovery Management (ADDM tool)
• Responsible for creating, monitoring CI’s in ADDM Dataset and locating duplicates in Asset Dataset
• Responsible for building Application and Business Service models in ADDM and the CMDB.
• Created and maintained proper relationship between the Services and Application and DST Clients.
• Sustain the Configuration support of the CMDB and perform the Application Modeling using Remedy ADDM (Remedy Atrium Discovery Application Modeling), ADDM maintenance and upgrades, and Remedy CMDB changes.
• Update data in the CMDB and modifying the CMDB structure.
• Configure and develop capabilities using AIE, Reconciliation, and Normalization.

Confidential, Eagen, MN

Remedy Developer /Administrator/Operations/ITSM Consultant

Responsibilities:

• Gather requirements from various groups/users and converted business requirements into functional specifications.
• Create Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for workflow.
• Designed and developed new modules using Remedy ARS 6.x/5.x
• Develop and execute upgrade plan which includes backing up and exporting data, upgrading the system, importing the old data.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Developed and tested a back out plan.
• Documented and executed test scripts to validate functionalities in newer version with existing data.
• Implementation of Remedy Mid-Tier, with customized auto-assignment of tickets from end user web submissions.
• Installed and configured ITSM modules with MS SQL Server2000.
• Deploy Change Management application.
• Performed Remedy upgrades from ARS 7.6.03 to 7.6.04
• Involved in enhancement of existing modules and Installation of remedy Email Engine using ARS 7.6.04
• Involved in installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of the approval server.
• Administer, monitor and analyze Remedy Server and conducted performance tuning.
• Involve in migration of definitions and data using Remedy Migrator, import, and export tools from development to production system.
• Used BMC Atrium Orchestrator to utilize run book automation to resolve problems more quickly, increase service availability, and improve the efficiency of company business and IT goals.

Environment: 7.6.4, Service Desk/Help Desk 7.6.4, CMDB 7.6.4 Patch 2,SRM 7.6.4 Change Management 7.6.4 Asset Management 7.6.4,Service Level Management 7.6.4 on Windows2003, Business Objects X,XI R2,Visio, and Oracle 9i/10g database

Confidential, New York, NY

Remedy Developer /Administrator/Operations

Responsibilities:

• Designed and created several SRDs in Service Request Management in accordance with the client requirement.
• Created custom advanced interface form for an SRD to automate the process of requesting software by end user.
• Implemented an integration between SRM, Work Order and Asset management to create product CIs whenever a new software in installed on any machine.
• Created Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in testing, reporting bugs to BMC, communicating with BMC to fix the bugs with hot fixes and workflow changes.
• Prepared test plans, test strategies and test cases for UAT testing, collected feedbacks and fixed bugs.
• Configured the SRM surveys to send out the customer satisfaction surveys after the ticket is resolved and generated reports on the survey results for the business managers.
• Extensively involved in the customization of Remedy Helpdesk Application for the support center department.
• Involved in migration of definitions and data using Remedy Migrator, import and export tools, from development to production system.
• Implementation of Remedy Mid-Tier, with customized auto-assignment of tickets from end user web submissions.
• Key point of contact within Enterprise Service Management application team in order to resolve various Incident tickets submitted by Enterprise Service Desk.
• Utiized Monitoring tools as well as with ticketing tools (HP SM, BMC Remedy, CA SD, etc.) and other third party monitoring tools (IBM Tivoli/Netcool, CA Unicenter/eHealth, Spectrum, BMC, Microsoft, etc
• Supported and maintained a High-Availability BPPM / ProactiveNet / BEM environment ensuring consistent integration with BMC Event Manager
• Performed capacity management and planning for BPPM environment.
• Configured and developed capabilities using ADDM, AIE, Reconciliation, and Normalization.
• Used BMC Atrium Orchestrator to utilize run book automation to resolve problems more quickly, increase service availability, and improve the efficiency of company business and IT goals.
• BMC Remedy AR System 7.6.03
• BMC Remedy IT Service Management 7.6.03:
• Incident Management, Problem Management, Knowledge Management
• Change Management, Release Management, Service Level Management
• Service Request Management, Asset Management, ADDM Discovery
• BMC Analytics Reporting
• BMC Atrium CMDB 7.6
• BMC Atrium ADDM Discovery
• BMC Analytics for BSM Reporting
• Integration into ProactiveNet / BPPM / BEM is preferred or experience with any BMC (PATROL / Portal / BEM / TMART) monitoring products.

Environment: Integrations: Oracle Virtual Directory/LDAP, BMC IBSRD, xMatters Relevance Engine (formerly Alarmpoint) Notifications & Incident Mobility, and Microsoft SCCM for IT Asset Management.BMC Remedy AR System 7.6.03BMC Remedy IT Service Management 7.6.03

Confidential, Bloomington, MN

Remedy Developer /Administrator

Responsibilities:

• Involved in conducting workshops and gathering requirements from various business groups and converted business requirements into functional specifications.
• Installed and Configured Remedy ARS 7.6.04, CMDB 7.6.04, ITSM 7.6.04 and SRM 7.6.04
• Implemented Outlook Integration with Approval Engine which allows the users to do approvals through emails.
• Performed gap analysis between existing system, newer application version and user requirements to develop a project schedule and migration plan focusing on milestones.
• Involved in data clean up before migrating it to new system (7.6.04).
• Migrated custom applications, foundation data, configuration data and transaction data from ITSM 7.0 to the new system ITSM 7.6.04 using Data Management Tool.
• Worked with BMC to tune and improve the performance of the mid-tier.
• Implemented Active Directory integration and password authentication with remedy using ARDBC and AREA LDAP plug-ins.
• Designed and created several SRDs in Service Request Management in accordance with the client requirement.
• Created custom advanced interface form for an SRD to automate the process of requesting software by end user.
• Implemented an integration between SRM, Work Order and Asset management to create product CIs whenever a new software in installed on any machine.
• Configured Contract Management and Software Asset Management (SAM), created software contracts, license certificates and license jobs which run immediately after recon jobs to attach the CIs with the license certificate and update the deployed license count.
• Created Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in testing, reporting bugs to BMC, communicating with BMC to fix the bugs with hot fixes and workflow changes.
• Prepared test plans, test strategies and test cases for UAT testing, collected feedbacks and fixed bugs.
• Used BMC Atrium Orchestrator to utilize run book automation to resolve problems more quickly, increase service availability, and improve the efficiency of company business and IT goals.

Environment: 7.6.4, Service Desk/Help Desk 7.6.4, CMDB 7.6.4 Patch 2,SRM 7.6.4 Change Management 7.6.4 Asset Management 7.6.4,Service Level Management 7.6.4 on Windows2003, Business Objects X,XI R2,Visio, and Oracle 9i/10g database

Confidential, Wilmington, DE

Remedy Developer /Administrator

Responsibilities:

• Gathered requirements from various groups/users and converted business requirements into functional specifications.
• Installed and Configured Remedy ARS 7.0, 7.6.04, ITSM 7.1, 7.6 and SRM 2.2/7.6.
• Created Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Implemented Email Integration which allows the end user to submit a request / create an incident ticket, add the work info and resolve the ticket by sending out the email to the AR System Email Mailbox.
• Developed a custom work order application on ARS 7.0 server for the Department of Real Estate Services (DRES) and integrated it with the DC portal.
• Designed, developed and deployed a custom survey functionality which sends out different surveys depending on the specifications of the resolved group.
• Involved in upgrading Remedy system from ARS 6.0. to ARS 7.6.04
• Involved in upgrading the ITSM suite from 5.5 to 7.6.
• Added Enhancements and customized the out-of-the box application by designing new workflow using Active links, Filters, Menus and Escalations to meet the user requirements.
• Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e. Incident and Change Management.
• Implemented several Batch jobs to monitor email engine, escalations and data duplication by triggering stored procedures.
• Integrated Web Monitor tool with Work Order form using a batch file to pop-up a messages on the client machine when a critical ticket is created.
• Involved in migration of definitions and data using Remedy Migrator, import, and export tools from development to production system.
• Designed several Crystal Reports and scheduled daily, weekly and monthly reports for different agencies in Crystal Enterprise.
• Worked on the performance of the application by removing the repetitive workflow and adding indexes on field which are used commonly.
• Involved in preparing test plan, test strategies and test cases for the testing environments.
• Used BMC Atrium Orchestrator to utilize run book automation to resolve problems more quickly, increase service availability, and improve the efficiency of company business and IT goals.

Environment: ARS server 7.0/6.3/,ITSM suite 6.x, CMDB 1.x, running on Sun Solaris 5.8, Business Objects x, using Oracle10gR2 database.

Confidential, NJ

Remedy Developer / Administrator

Responsibilities:

• Involved in gathering business requirements and identifying approaches to solve business issues.
• Involved in Requirements Collection, Design & Analysis of the Customer Specifications, Development and Customization of the Application.
• Installed and Configured Remedy ARS 7.5 and Remedy Change Management 7.x and Asset Management 7.x, SRM 2.2/7.6.
• Responsible for Creation and Maintaining of Groups and Permissions for Users.
• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.
• Involved in upgrading Remedy system from ARS 7.0.1 to ARS 7.5
• Involved in upgrading the ITSM suite from 7.0 to 7.5 and SRM from 2.2 to 7.6
• Configured auto-assignment rules based on the region, department, operational and product categorizations.
• Involved in configuring Remedy Email Engine.
• Involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the applications.
• 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 mid tier.
• Extensively involved in the customization of Remedy Helpdesk Application for the support center department.
• Configured the SRM surveys to send out the customer satisfaction surveys after the ticket is resolved and generated reports on the survey results for the business managers.
• Involved in installation and configuring of SLA’s depending on requirements of various groups.
• Responsible for providing the excellent support for custom - built applications for approximately 500 users also maintaining a technical relationship with BMC Remedy with regards to requesting enhancements, license management, upgrades, Reporting and Bugs.
• Troubleshoot Performance of Remedy database using AR log and optimizing user queries.
• Designed and deployed integration of Remedy ticketing system with other vendor systems.
• Installation and Configuring CMDB 7.5 and involved in building Reconciliation Rules, Creating and Running AIE Exchanges, Jobs in RE Manager, working with classes and good knowledge of Common Data Model
• Created Tables, Indexes for performance improvement and also rewrote stored procedures to increase performance.
• Involved in migration of definitions and data using Remedy Migrator, import and export tools, from development to production system.
• Created web services to create and modify ticket information from the custom application to ITSM.
• Extensive system testing on both the development and production servers and used Migrator to keep both servers in sync.
• Generated customized business reports and SLA reports using Crystal Reports.
• Used BMC Atrium Orchestrator to utilize run book automation to resolve problems more quickly, increase service availability, and improve the efficiency of company business and IT goals.

Environment: Remedy ARS 7.x/6.x, Remedy Migrator 7.x, Remedy Import, Remedy ITSM 7.x, Remedy Change Management 7.x/6.x,CMDB 2.x/7.5, SRM 2.2, SLM 7.x, APIs, C#, Windows 2000/XP, Oracle 10g, Crystal Reports 9.x.

Confidential, Charlotte, NC

Remedy Consultant

Responsibilities:

• Designed and developed new modules using Remedy ARS 6.x/5.x
• Developed and executed upgrade plan which includes backing up and exporting data, upgrading the system, importing the old data.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Developed and tested a back out plan.
• Documented and executed test scripts to validate functionalities in newer version with existing data.
• Implementation of Remedy Mid-Tier, with customized auto-assignment of tickets from end user web submissions.
• Installed and configured ITSM modules with MS SQL Server2000.
• Deployed Change Management application.
• Performed Remedy upgrades from ARS 5.x to 6.x
• Involved in enhancement of existing modules and Installation of remedy Email Engine using ARS 5.0.1
• Involved in installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of the approval server.
• Administrated, monitored and analyzed Remedy Server and conducted performance tuning.
• Involved in migration of definitions and data using Remedy Migrator, import, and export tools from development to production system.
• Used BMC Atrium Orchestrator to utilize run book automation to resolve problems more quickly, increase service availability, and improve the efficiency of company business and IT goals.

Environment: Remedy ARS 6.x/5.x, Remedy Helpdesk 6.0, Remedy Change Management 6.0 and MS SQL Server2000, Windows 2000.

Confidential, New York, NY

Initiative Manager, Operational Delivery Associate and Relationship Manager

Responsibilities:

• Partnered with business analysts, operations, QA and IT leaders in the design and specifications of a leading edge billing website.
• Held workshops with end-users to configure and test functionality of the new billing website.
• Assist Remedy administration team in light administration of user ID’s, groups, accounts and approvers.
• Manage IT recruiting processes in E-Procurement group and a business service provider. U
• Manage relationships with global vendors and senior managers in pursuit of matching the best talent with needs of business.
• Assisted in the design and implementation of Vendor Management processes and guidelines.
• Single point of contact and relationship manager for contractor issues.
• Train management and staff on ProcureStaff’s Managed Service Program process.
• Received company recognition and awards for outstanding account management, world-class customer service support and in depth financial analysis.
• Manage and sustain relationships by prospecting, cross-selling, relationship monitoring, credit review and analysis and customer service.
• Responsible for managing a portfolio of highly diverse and complex credits.
• Investigate root causes and document processes to be followed to ensure accurate operational processes.

Confidential, New York, NY

Business Analyst and Project Coordinator

Responsibilities:

• Successfully managed, mentored and influenced a group of driven and dedicated call center sales professionals by sharing vast sales knowledge and skills to maintain and improve the sales process and played a key role driving in sales.
• Responsible for leading, developing and coaching a team of 50 customer service reps who sold and consulted with clients
• Developed individuals through coaching and training, implementing and running motivational incentives while ensuring the consistence of team performance.
• Trained associates to offer and refer more profitable products and services by developing natural selling skills to recognize verbal and nonverbal clues to gauge each customer's level of interest or resistance to buy, adjust sales conversations based on customer needs and clues, create customer desire in buying company's products and services; and overcome resistance and close the sale.
• Excelled in growth, expansion and retention of existing customer relationships through achievement of team sales and referral goals.
• Partnered with senior management to train staff to seamlessly integrate a product/service referral opportunity with each call presented.
• Ensured delivery of outstanding customer service through adherence to the quality standards assessed through customer satisfaction surveys, customer correspondence and telephone system reporting.
• Assisted management with coaching and feedback sessions in order to lead team to achieve or exceed sales goals.
• Contributed in developing and implementing Bell Atlantic’s Sales System strategy.