Profile :

Senior Remedy Consultant having around 8 years of hands-on expertise in the design, development, implementation, and administration of information technology applications using Remedy Action Request System and Relational Database Management Systems.

• Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.
• Excellent communication, organizational, time management and support skills.
• Experience in configuring the Helpdesk, Change Management, Asset Management, Service Request Management applications and BMC Atrium CMDB
• Expertise in using Remedy tools and utilities such as BMC Remedy Migrator 7.x, BMC Remedy Import 7.x, Remedy Flashboards, BMC Remedy Approval Server, AR Inside, AR Utilities, Abydos
• Good Knowledge on installing, configuring and setting up of data in CMDB 2.x
• Extensive knowledge of creating and using Remedy workflow such as Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, Escalations etc.
• Experience in Upgrading Remedy ITSM application from 6.x to 7.x.
• Good knowledge in design, modeling and development of Databases SQL Server, Oracle (PL/SQL).
• Good Understanding of Remedy Mid-tier system, Web Services, Crystal Reports.
• Good knowledge of HTML, DHTML, XML and JavaScript
• Proficient in creating complex SQL Queries, Stored Procedures, Functions, Triggers.
• Ability to effectively manage multiple activities of varying complexity while under tight timeframes.
• Thorough competence in problem resolution and a strong understanding of the customer impact and business needs.
• Developed many applications using AR System 5.x through 7.x such as Service Desk Applications, Service Request Systems, Time Tracking Management, Asset Management Applications, Knowledge Base applications.
• Reliable, organized, self-starter and outstanding team player.
• Ability to multi-task and prioritize among a number of processes and problems independently.
• Experience in working on custom developed remedy applications for medium and enterprise applications.
• Strong knowledge of Object Oriented Concepts and Programming.

Technical Skills:
Remedy Tools : Remedy ARS 7.X/6.x/5.x, Remedy ITSM Suite 7.x/6.x/5.x, HelpDesk 7.x/6.x/5.x, SLA 6.x/5.x, Change Management 7.x/6.x/5.x, SLA Management 6.x/7.x, Asset Management 7.x/6.x, Mid-Tier 6.x/5.x, CMDB, Remedy Import 6.x/7.x, Remedy Approval Server 6.x/5.x, Remedy Flashboards, Crystal Reports, Remedy Migrator.
Languages : C, C++, .NET, Java, Java Script, JSP, SQL, PL/SQL, XML, HTML
Database : Oracle 10g/9i/8i, MS Access, MS SQL Server 2000/2005
Database Tools : Toad, SQL*Plus 10g/9i
Web Technologies : Tomcat, VBScript, PERL
Operating System : Unix, Linux and Win9x/NT/2K/XP
Packages : MS Office (Word, Access, Excel and Powerpoint )

Education:
Bachelor of Technology in Electrical and Electronic Engineering

Confidential San Jose, CA Jul 2008 – Present Sr Remedy Developer/Administrator

TRACE [Ticket Request Action Change Environment] is eBay Operations’s workflow support and ticket management system. It is built on the Remedy platform, but it is customized at its application layer and provides a flexible design environment to support workflows specific to eBay. TRACE uses a modular development approach which allows Operations to respond to the dynamic needs of multiple organizations at eBay while reducing licensing costs, decreasing the development time, and increasing flexibility as Operations scales its organization to meet global demands.
It has all the modules like Asset Management, Change Management, Problem Management, Incident Management, SLA Management and Service Request Management.

• Understand the SRM business requirements provided by Solution Architects and convert them into technical specifications.
• Involved in Installing and Configuring ITSM 7.6
• Involved in coordinating with off shore team and working with the end users.
• Analyzed and evaluated the requirements within ITIL framework and industry best practices.
• Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e Incident and Change Management.
• Involved in migration of definitions and data using Remedy Migrator, import, and export tools, from development to QA, QA to Staging, Staging to production system.
• Troubleshoot and report SRM issues to BMC support.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Interacted with BMC and internal teams to help solve critical issues..
• Installing, Configuring CMDB and involved in building Reconciliation Rules, creating, running Jobs in RE Manager, working with classes and good knowledge of Common Data Model
• Involve in configuration of ITSM 7.x using the Application Administration Console for the different modules like Service Desk, Incident Management, Change Management, Asset Management and SLA Management.
• 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 ITSM application from 6.3 to 7.5 and 7.5 to 7.6x
• Created join forms in order to combine the allocated assets and asset power circuits to extract the data from two forms and use that in the customized workflow process.
• Developed consuming and publishing web services using WSDL, SOAP, XML to establish communication between remedy and external system.
• Identified and defined new CIs in BMC Atrium CMDB..
• Involved in the project “Zero ticketing based system” and implemented the self service console for users to manage the group membership, assignment rules, type/subtypes and SLA rules.
• Developed distributed server mappings (DSO) to synchronize the user account access/renewal/termination data between TRACE application and Corp IT servers
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Involved in System test, Integration test and Regression test of projects.
• Extensively used AR Inside, AR Utilities, Abydos - tools used for debugging the issues.
• Involved in the customization of Change Management by creating the ReadyToStart page for NOC (Network Operations Center) to improve the eBay site availability
• Testing existing functionality of various process flows after the Remedy Upgrade.
• Handling the production support, On Call support, deploy the Remedy as well as Java code to the production environments and reboot the web, application servers during every maintenance release.
• Configured Remedy Action Request System 7.x, Remedy Asset Management (7.x) and Remedy Change Management (7.x).
• Involved in the migration of the system(DR failover) from Production (PHX) to DR environment (SJC)
• Involved in the various customizations of Asset Management module for the hardware Request Process, Asset Decommission process

Environment: BMC Remedy ITSM 7.6x/6.x, SLM 6.x/7.6x, SRM 6.x/7.6x,Change Management 6.x/7.6x, BMC Remedy Migrator , BMC Remedy Import 6.x/7.6x, Mid Tier Version 6.x/7.6x, Remedy Helpdesk Application 6.x/7.x , ARS Perl and Unix Scripting, Windows 2003/SP2, Oracle 10.2.0.4.0 64bi, Apache 2.0.59, Tomcat 5.5.28, JDK 1.6.0, Crystal Reports 9.x, CMDB 2.x

Confidential CHICAGO, IL Aug 2007 – June 2008 Remedy Developer

This project consists of various Remedy modules such as Change Management Ticketing System, Problem Management Ticketing System, ARMS Access Request Management System and Change Ticket. Using above we can create the tickets regarding the Problem/Service Details, Security Details (ID and Data Access), Software and Hardware Details etc. By using the Management Ticketing System we can change the request we made on Problem Management Ticketing System created tickets. Also worked on integrating the remedy web services with MSMQ Microsoft Message Queuing for reliable messaging.

• Involved in development and implementation of custom On-Call (CARES) Remedy module, integrated with the Help Desk application for automatic assignment of support tickets and tracking changes, invoices and managing Assets.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in installing, configuring and setting up of data in CMDB 2.0
• Involved in customizing Remedy Customer Service Support (CSS) according to the business needs and developing interfaces to handle data with external applications.
• Involved in the integration of Change Management with Asset Management using ITIL best practice and framework.
• Created successful home grown applications while maintaining ITIL best practices of software design, including iterative development, data driven workflow and generic application design.
• Managed developers and support people for Remedy, Web, Integration and Testing teams.
• Identified and defined new CIs in BMC Atrium CMDB.
• Developed distributed server option to synchronize the data flows between application and warehouse servers to balance the load level on application servers.
• Involved in customization and upgrading Remedy system.
• 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.
• Development and implementation of a custom Time Tracking tab for tracking of actual hours worked and notes on a particular request.
• Provided technical input and assistance with troubleshooting applications.

Environment: Remedy ARS 7x/6.x/5.x, Remedy Migrator , Remedy Import 6.x, Remedy Helpdesk Application 5.x, Remedy ITSM 6.0/7.0, CMDB, C, ARS Perl and Unix Scripting, Windows 2000/XP, Oracle 9i, .NET, Crystal Reports 9.x, XML,SOAP.

Confidential, Herndon, VA Nov 2006 – Jul 2007 Remedy Developer / Administrator

• Gathered requirements from various business groups/users. Analyzed and evaluated these requirements within ITIL framework and industry best practices
• Installed and configured Remedy Change Management application.
• Worked on Common Request System, Problem Tracking, Time Tracking System, Remedy application projects.
• 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.
• Involved in installing and configuring Remedy Approval server and integrated with our internal application by defining various roles and rules of the approval server.
• 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 upgrading Remedy system from ARS 5.1.2 to ARS 6.0.1.
• Involved in migration of definitions and data using Remedy Migrator 5.x, import, export tools, from development to production system.

Environment: Remedy ARS 5.x and 6.x, Remedy Migrator 5.x, Remedy Import 6.x, Remedy Helpdesk Application 5.6, BMC Atrium CMDB, C#, C++, Windows 2000/XP, MS SQL Server 2000, Crystal Reports 8.x, .Net, XML.

Confidential, Banglore, India June 2004 – Sep 2006 Java Developer

The Internet Banking System for ABN-AMRO Bank provides the Bank access to their accounts
with robust and secure data communication over the Internet. The Bank customers must apply to
IBS to use the Internet Banking. The IBS enables the Bank customer to perform Enquires and
transactional functions relating to their accounts. The Backend System is Clarity, which
interacts with Host for account Enquires and Fund Transfers.

Responsibilities:

• Worked with Business users to analyzing the requirements.
• Implemented Struts framework, MVC based web application.
• Developed JSP pages as a presentation layer.
• Client side validations using java script.
• Written Stored Procedures and packages for Database operations.
• Code reviews for the Servlets in order to get high performance and coding Java Classes.
• Developed Entity Beans and Session Beans for the Enterprise Prototype.
• Deployed the application on Web Logic server 8.0
• Interfaces were developed to the database with the help of JDBC drivers for Oracle.
• Used JDBC calls to update the database at the application server.
• Written UNIX shell scripts to copy the data files from one server to another.
• Developed ANT build scripts to compile and create jar files for EJB deployment in the production.
• Wrote SQL queries and PL/SQL procedures for JDBC.
• Installation, configuration and maintenance of Apache-Tomcat.
• Developed XML related APIs in Java as XML is the data transfer standard used for communication between applications.

Environment: JAVA, J2EE, Struts, Oracle 9i, Weblogic 8.0, ANT, JUNIT, JavaScript, JNDI, XML, JSP, HTML, JMS, UML, UNIX.