Summary:

• Certified ITIL in IT Service Management with 10 Years of IT experience and 8 years of Remedy ARS 8.x/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 .
• In-depth understanding of all stages of software development life cycle SDLC .
• Experience in, Master ARSuite, AR Schema, Flashboards, Remedy EIE, AIE, Remedy Web Services, SLA Management.
• Experience in designing, developing, customizing administering ITSM suite of applications
• Involved in upgrading Remedy system from ARS 6.0.1 to ARS 7.6 to ARS 8.1
• Experience in upgrading of ITSM suite from 5.5 to 6.x and 6.x to 7.x
• Experience in setting up of CMDB 1.1, 2.0, 7.x
• Experience in configuring/maintaining/customizing ITSM 5.5 / 6.x / 7.x
• Experience in customizing the out of the box email engine OOTB Messages for Task Assignment, RKM etc.
• Experience in performance tuning of Remedy Setups
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Service Level 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.
• Best Performance Award Winner in Siemens Information Systems
• Experience in talking with clients, users and gathering requirements, test data.
• Excellent communication and interpersonal skills

Technical skills:

• Remedy Tools: BMC Remedy ARS 8.x, 7.x, 6.x, 5.x, BMC Remedy ITSM Suite 5.x, 6.x, 7.x, 8.x HELPDESK 5.x, 6.x, 7.x, 8.x SLA 5.x, 6.x, 7.x, 8.x CHANGE MANAGEMENT 5.x, 6.x, 7.x, 8.x ASSET MANAGEMENT 5.x, 6.x, 7.x, 8.x MID-TIER 5.x, 6.x, 7.x, 8.x REMEDY WEB, Remedy Flashboards, Crystal Reports, Remedy Migrator, ADDM 8.x, BMC Integrator, Alarm Point, BMC Remedy Data Import.
• Operating Systems: Linux, UNIX, AIX, Windows NT/98, Windows 2000/2003/2008/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/11g, MS SQL Server 2008/2005/2000, MS Access.
• Web Servers: IIS, Apache Tomcat

Professional Experience:

Client: Confidential

Role: Sr. Remedy Developer/Administrator

Description:

• Confidential is an Confidential, defense, security, and advanced technology Company with worldwide interests. It is one of the world's largest defense contractors. Lockheed Martin operates in five business segments such as, Aeronautics, Information Systems Global Solutions, Missile, Fire Control, Mission Systems and Training, and Space Systems.
• Confidential one of the biggest client is Confidential. The proposed Confidential Program project is to upgrade, install, and configure the 8.1 version of Confidential suite of applications from the current 7.6 environment with all the existing customizations moved over to 8.1.

Responsibilities:

• Performed Gap analysis on the 7.6.x version of AR Server to the 8.1 Version of AR Server and document the same.
• Gathered requirements from various business groups/users and convert business requirements into functional specifications
• Involved in a complete SDLC life cycle, right from Requirements gather till the application is sent to production.
• Re-defined Scope and Phases of the project plan.
• Stood up the Test and production environment with 8.1 version of AR Server.
• Installed new instances of Remedy ARS 8.1 with ITSM application suite version 8.1 Incident Management, Problem Management, Change Management, Release Management, Knowledge Management, Service Request Management, Service Level Management, and CMDB/Asset Management .
• Migrate critical data such as CMDB CI data, Assets, Service Request Definitions and foundation data from older version of Remedy to version8.1.
• Migrate / develop customized code from older version of Remedy into version 8.1 with overlay capability.
• Install/configure a proof of concept environment with ITSM suite of applications.
• Document migration of existing applications into OOTB functionality or carry forward as a new customization.
• Populate the foundation data, configure notifications, approvals and assignments for the ITSM suite of applications.
• Configured Templates, User Permissions, Support groups, Approvals, Operational categorizations, Hub/Spoke model, and Product categorizations. Change queues, Auto assignment rules, and Revisements.
• Support the Remedy application development code issues in production and perform hot fixes/enhancements.

Environment: BMC Remedy AR system vs 7.6.04, 8.1 SP5 build 001, AR Server 7.6.04, DB: Oracle 11g R2 client and MS SQL Server 2008, AR and mid tier on Windows 2008 R2 64 bit , OS: Windows 7 enterprise 32 bit.

Client: Confidential

Role: Sr. Remedy Application Developer/Integrator/Architect

Description:

• Worked with Confidential on Knowledge Management Project. Modified and Customized Out of Box Knowledge Templates to the needs of Health Care environment. Designed the Search system to suite the business needs with Product and Operational Categorizations, use of Keywords. Involved in setting up Server Group and Load Balancer environments.
• Worked extensively on Confidential to create/ update/ modify people data from an enterprise PeopleSoft system. Designed and implemented code for email integration between non-specific customer email applications and ITSM modules.

Responsibilities:

• Involved in complete SDLC life cycle, right from Requirement Gathering, Design Analysis of the Customer Specifications till the application is pushed to production.
• Performed Gap Analysis on the previous versions of AR Server to the 7.6 and 8.1 versions of the AR Server.
• Installed and Configured Remedy Action Request System 7.6.04, Remedy Asset Management 7.6.04, and Change Management 7.6.04, Knowledge Management 7.6.04.
• Used the Migrator 7.1/7.6/8.1 to migrate the data from old production environment to the new production environment with 7.6.4/8.1 version of the AR Server
• Involved in Installing, Configuring and Customizing Remedy Knowledge Management.
• Modified and Customized Out of Box Knowledge Management Templates to the needs of USPTO environment.
• Imparted extensive training for Administrators and end users on Remedy and Knowledge Management tool.
• Provided production support for Help desk, Change and Asset management applications.
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework.
• Extensively involved in creating Remedy Forms, Active Links and Filter Guides.
• Frequently monitoring the performance of workflow using fiddler tool and identify the areas which causes the application to slowdown.
• Used Borland Silk Performer tool to perform the performance test of AR system applications from various geographic locations.
• Identified and defined new CIs in BMC Atrium CMDB.
• Experience in modifying OOTB email engine functionality.
• Review and provide issue resolution for existing UM customization related to business hours.
• Worked on ITSM modules: Incident, Change and Broadcast management.
• Involved in Customizing Out of the Box filter, Active links, and escalations.
• Worked with Network Discovery team to install/ configure and working with ADDM.
• Used BPPM to get more detailed and intelligent diagnostics of the events occurring in the system.
• Worked extensively on Email and Pager notifications.

Environment: BMC Remedy AR system v 7.6.03 builds 001, AR Server 7.6.04, DB: Oracle 10.2 r2 client and MS SQL Server 2008, AR and Midtier on Windows 2008 R2 64 bit , OS: Windows 7 enterprise 32 bit.

Client: Confidential

Role: Sr. Remedy Developer/Administrator

Description: Implemented and Configured Confidential Applications with Service Management Process Model. Upgraded Confidential Servers from 6.x to 7.x. Collected requirements documented the requirements in State system Standards. Used Web Services to integrate an external application with Confidential System, installed Confidential service to monitor network traffic. Installed and configured Confidential to track company's assets.

Responsibilities:

• Installed and Configured BMC Remedy Action Request System 7.6 and BMC ITSM Suite with Service Desk, Change, Problem, Release and Asset Management Applications.
• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Involved in Collection, Design Analysis of the Customer Specifications and Customization of the Application
• 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 6.0.1 to ARS 7.5.3 to 7.6.03.
• Worked for Help desk, Change and Asset Management Applications.
• Involved in upgrading the ITSM suite from 5.6 to 7.5 to 7.6
• Used Scapa TPP tool for performance testing of ITSM tool.
• Installed and configured BMC Atrium CMDB.
• Involved in customizing the OOTB notification messages for several applications like Task Management, Approval process, Knowledge Management.
• Querying SQL Server databases.
• Adept at developing and supporting analysis solutions, data transformations, and reports using Oracle SQL.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• 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.
• Involved in upgrading Remedy system from ARS 6.0.1 to 7.5.3 to 7.6.03
• Involved in migration of definitions and data using Remedy Migrator 7.x, import, export tools, from development to production system.

Environment: BMC Remedy ARS 7.x/6.x, BMC Remedy Migrator 7.x, Remedy Import, BMC Remedy ITSM 7.x, C , C , Windows 2000/2003/2008/XP, Red Hat Enterprise Linux version 5 RHEL5 , MS SQL Server 2000, Crystal Reports 9.x, .Net, XML.

Client: Confidential

Role: Remedy Developer

Description:

Worked with the Department of Information Technology to upgrade their Remedy Server and Helpdesk Application, installed and configured the Custom Change management Application catering to the need. Defined best practice approach to implement Release Management in Confidential environment.

Responsibilities:

• Involved in Collection, Design Analysis of the Customer Specifications, Development and Customization of the Application.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• 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.
• Also used Remedy Master ARSuite software for analyzing the Remedy workflow and documentation purposes.
• Involved in upgrading Remedy system from ARS 5.6 to ARS 7.x version.
• Also involved in generating the emails and escalating to the appropriate managers depending upon the business rules of the applications.
• Involved in customizing the OOTB email notification messages.
• 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.
• Performed Load testing of the system using Rational Performance Tester performance tool to identify system performance bottlenecks.
• 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,6.x,7.x, Master ARSuite Tools, C, C , UNIX Solaris 2.8, SQLPlus, PL/SQL, Oracle 9.x,10g, Java, XML, JSP.

Client: Confidential

Role: Remedy Developer/Administrator

Description:

Worked for Confidential Trouble Management, TMS, project for High Speed Data customers. Whenever the Power link customers calls for the troubles, customer is being verified through the billing interface, provided by Confidential Billing system and the network devices connected to the customer are verified through the 'Network Troubleshoot Toolkit' and escalated to the appropriate managers.

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.
• Used SQL code to extract data and create output files, Reports used by the various teams within the organization.
• 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.

Client: Confidential

Role: Remedy Developer /Administrator

Description:

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 Remedy ARS 5.1.2/4.5.2, 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

Client: Confidential

Role: Programmer / Analyst

Description:

Confidential in Confidential is a leading inventor, innovator and implementer of leading-edge technology enabled solutions operating in the core business segments of Industry, Energy and Healthcare.

Responsibilities:

• Worked in Visual Basic and MS Access for various imaging applications. Worked for the Mail Console project, which monitors the incoming and outgoing mails in Novell NetWare.
• Developed the user interface for the project in Visual Basic and also written programs for converting Console generated text files to Access Database in Visual Basic.
• Worked for the catalog program, which takes orders from the dealers regarding the design of the catalog and sends data to the company. Designed and developed the project with front end in VB and MS Access as its background database.
• Worked for the paperless office automation program, which reduces the overhead of maintaining the files and records, stores the scanned images in the file cabinet of the software. Used third party software for maintaining the documents in the file cabinets and VB for creating the screens for the user and MS Access for maintaining the data.
• Worked for the Central Reservation Project, which makes centralized reservations for property management systems, consists of various modules such as Agents, Manager and Config programmers.
• Involved in the development of client server based applications and enhanced the CRS project functionality.

Environment: Visual Basic 6.0, MS Access 2000, Informix, PL/SQL, Oracle 8.x, Windows NT.