SUMMARY

• Senior Remedy Consultant having 8+ years of technical and functional Analysis with expertise in Remedy Application Development (9.x/8.x/7.x), ITSM Application.
• Integration Analyst responsible for Systems Engineering, Designing, Developing, Testing, and implementing specifications provided by the client.
• Experience in, Monitoring tools, Bridge calls, Outage Communication, Business Impact Analysis, IT Service Continuity Management, SLA Management.
• Extensive knowledge of Remedy workflow such as Request Forms, Active Links, Filters, Active Link and Filter Guides and Escalations.
• Experience in designing, developing, customizing & administering ITSM suite of applications.
• Experience in configuring / maintaining / customizing ITSM 6.0 /7.x/7.x/8.x/9.x
• Experience in performance tuning of Remedy and Service - Now Setups.
• Experience in developing Crystal reports and converting crystal reports to Business Intelligence and Reporting Tool (BIRT) reports for web applications.
• Experience in upgrading of ITSM suite from 5.5 to 6.0 and 6.0 to 7.x
• Experience in setting up of CMDB 2.x/7. X,ADDM
• Good understanding of Helpdesk / Service Desk, Change Management, Asset Management, Change Tasking, Service Level Agreement and Service Request Management.
• Strong analytical and problem solving skills and the ability to interpret and communicate facts and data.
• Good Knowledge of ITIL and ITSM best practices.
• Good knowledge in Java& Javascript programming skill.
• Remedy Specialty areas using ITIL best practices - Incident/Problem Management, Change Management, Asset Management, and SLA.
• Experience in using Remedy tools and utilities such as BMC Remedy Migrator.
• Good understanding of Remedy Mid-tier system and Web Services.
• Good Understanding in gathering Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.
• Incident Management where issues of high critical Infrastructure and Applications in production environment were facilitated with escalations, outage communications, and bridge calls management targeting restoration of services the sooner. Monitoring tools are leveraged to detect the most of the incidents.
• Problem Management where recurring issues are ticketed and discussed in the global meetings in regular intervals for enriched permanent solution.
• Change Management where the configuration items’ (CIs) change request are approved after understanding the business impact, operation hours, duration of the change and reason for the change.
• Business Continuity Plan / Disaster Recovery Plan has been an innovative setup after understanding the criticality and 24X7X365 availability of the team. This included lot of wisdom on ITIL like BIA, ITSCM, Maintenance and Monitoring, etc.
• Knowledge Management/Document Management which contains SOPs for Incident Identification, Resolution, and Escalation Contacts etc. are maintained with 100% availability of the documents upon regular audits.
• Good communication, analytical, leadership and project management skills.

TECHNICAL SKILLS

Remedy Tools: Remedy ARS 9.0/8.1/7.6. x/7.x/6.x, Dublin and Calgary versions, Help Desk 7.5x/7.X/6.x/5.x, Change Management 7.5x/6.x/5.x, Asset Management 7.5x/6.x/5.x, S Help Desk 7.5.x/7.x/6.x,, SRM 7.x, ITSM 8.1/7.6.x/6.x, CMDB 2.x/7.x, Service Level Agreement 7.x, Mid-Tier Remedy, Remedy Migrator 7.x, Remedy Import 7.x, Remedy AR Suite, Remedy Approval Server Service Level Agreement7.x, Knowledge Management and Document Management.

Operating Systems: UNIX, AIX, Windows NT/98, Windows XP/7/8.

Languages: C, C++, PL/SQL, XML, HTML, Java, JSP, Apache Tomcat.

Databases: Oracle, MS SQL Server, MS Access.

Reporting Tools: Crystal Reports, SQL Server Reporting Services and Data Reports, Business Intelligence and Reporting Tool(BIRT).

PROFESSIONAL EXPERIENCE

Confidential, Walnut Creek, CA

Sr Remedy Consultant (Developer/Admin)

Responsibilities:

• Involved in Design & Analysis of the Customer Specifications, Development and Customization of the Application.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Interacted withBMCand internal teams to help solve critical issues.
• Involved in the development of web interface using Remedy Mid-tier web services.
• Deployed all of the developed internal applications on the web using Remedy 9.1 mid tier.
• Created customized approvals for Group Admin to approve the requests and notifying admin groups on ticket creation.
• Handling Customer Escalations in Change Management Application Defects
• Provided break-fix support for forms & workflow within ITSM.
• CMDB Configuration andADDMIntegration to the CMDB environment and setup attribute mappings and scheduling of updates to CIs
• Integrated from other systems using API/Web Services to BMC CMDB
• Fetching CMDB Data from Source to Target Location using DBLink, Flat files and Web services.
• Good Understanding of CMDB Data Model.
• Worked closely with UI team for user interface between user and Remedy application.
• Involved in developing REST API between user interface and Remedy forms.
• Supported the existing applications for maintaining to work as expected.
• Worked on Email engine and created notifications to user on Approval/Deny requests.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Creation of technical documentation, user acceptance testing (UAT) and training users on end application.
• Extensive experience on Performance Tuning, administration task & troubleshooting.
• Designing and implementingBMCRemedyintegrations with other systems.

Environment: Remedy ARS 9.0, Remedy Migrator,MS SQL Server 2008,Apache Tomcat, XML, Java, JSP,REST API, Crystal Reports14.0x, Windows 2000/XP,UNIX

Confidential, San Jose, CA

Sr Remedy Consultant (Developer/Admin)

Responsibilities:

• Involved in developing the Moratorium Rules for Change Management are put in place to protect the business.
• Involved in Design & Analysis of the Customer Specifications, Development and Customization of the Application and assigning to COC Team.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Involved in Upgrading Remedy System from 7.6 to 9.0
• Deployed all of the developed internal applications on the web using Remedy Mid-tier.
• 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 migration of definitions and data using Remedy Migrator, import and export tools from development to production system.
• Implementation of Remedy Flashboards for various SLA, CTID problem ticket statistics.
• Involved with the configuring of SLA’s depending on requirements of various groups.
• Configured different approval rules and roles for the current setup.
• Troubleshoot and report SRM issues to BMC Support
• Designed different service reports to be used by the Quality department using crystal reports.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.
• Troubleshoot and report SRM issues to BMC Support
• Configured Remedy mail engine for notifying users on Approvals/Deny request.
• On call support for the production server issues during Moratorium period.
• Participating in CAB meetings during the Moratorium peak business for Confidential to resolve the production issues.

Environment: Remedy ARS 9.0/7.x, Remedy Migrator 7.x, Remedy Import 7.x, Remedy Helpdesk Application 7.x, C#, Unix, MS SQL Server 2005, Crystal Reports 9.x, .Net, XML

Confidential, Mc Lean, VA

Sr Remedy Consultant

Responsibilities:

• Gathered requirements from various business groups/users and converted business requirements into functional specifications.
• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Remedy ITSM, CMDB & SRM 8.1 configuration and customization
• Involved in Installing and Configuring ITSM 7.5/7.6/8.1
• Installed, maintained, patched and monitored Remedy ARS to ensure the smooth operation of the Remedy applications used at Axiom. Unexpected downtimes were generally due to power and network issues and great care was taken to co-ordinate scheduled downtime for patching and migration enhancements.
• Installation and Configuring CMDB and involved in building Reconciliation Rules, Creating and Running Jobs in RE Manager, working with classes and good knowledge of Common Data Model
• Identified and defined new CIs in BMC Atrium CMDB.
• Assessed Out of the Box ticketing systems versus a home grown application for Desktop and Facilities Support groups to ensure the best and most cost effective solution to meet customer requirements (evaluation of Remedy Help Desk Application versus a Home grown desktop support application built in Remedy).
• Worked on Common Request System, Problem Tracking, and Time Tracking System Remedy application projects.
• Installed and configured Remedy Change Management application.
• Designed and deployed integration of Change Management with Asset Management using ITIL best practice and framework
• 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, Active Link Guides, Filters, Filter Guides, and Escalations for work flow.
• Involved in upgrading Remedy system from ARS 7.6.4 to ARS 8.1
• Deployed all of the developed internal applications on the web using Remedy 8.1 Mid tier.
• Extensively involved in the customization of Remedy Helpdesk Application 8.1 for the support center department.
• Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e Incident and Change Management.
• Involved in SRM application development and supporting the application. Configured different approval rules and roles for the current setup.
• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.
• Did Gap Analysis between the present system and the target system (to be implemented)
• Working knowledge with Unix shell scripts
• Studied the data requirements and the impact analysis on the existing schema.
• Identified the Test requirements based on Application functional requirements, participated in Test Plan Preparation.
• Written and executed test cases using Quality Center and Logged Defects.
• Involved in System test, Integration test, Regression test and User Acceptance Testing.

Environment: Remedy ITSM 8.1, Remedy CMDB 8.1, SRM, Remedy ARS 8.1, Remedy Migrator 8.1, Remedy ITSM 8.1, Remedy Import 8.1, BMC Atrium CMDB 8.1, Oracle 9i/10g, Sql Developer, Crystal Reports 9.x, XML, Windows 2000/XP, Solaris, Quality Center 9.2, Load Runner.

Confidential, Foster City, CA

Sr Remedy Consultant

Responsibilities:

• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects and coordinating with offshore team.
• Analyzed and evaluated these requirements within ITIL framework and industry best practices.
• Installed and Configured ARS Remedy 7.5 and 7.6.04 and ITSM Suite 7.5 and 7.6.04
• Involved in upgrading Remedy system from ARS 7.5 to ARS 7.6, ITSM suite from 7.5 to 7.6 and SRM from 2.2 to 7.6.
• Involved extensively in the Remedy upgrade project of AR System Server 7.5 which includes various Remedy utilities like Assignment Engine, Email Engine, Flashboards, Approval Server, AR server, latest version of Apache Tomcat 5.5.25 services maintenance.
• Extensively involved in the customization of Remedy Helpdesk Application for the support center department.
• Designed and deployed integration of Work Orders with Asset Management to create products from the software requests.
• Customized SRM according to the client’s requirements and Configure with respect to backend applications i.e. Incident and Work Order Management.
• Installation and Configuring CMDB 7.6 and involved in building Creating and Running AIE Exchanges, Jobs, working with classes.
• Involved in the development of Web Services in Remedy to integrate with external systems like ESM, SMART, Web Bar and Emurald.
• Involved in development and support of 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.
• 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.
• Created various Crystal Reports such as Monthly reports, SLA Reports, on Demand as well as Scheduled reports.
• Involved in System test, Integration test and Regression test.
• 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 View and Vendor forms.

Environment: Remedy AR System 7.x, Remedy ITSM 7.x, CMDB, Master AR Suite Tools, C, Oracle 10g,11g, Crystal Reports 9.x, Java, Apache Tomcat, XML, JSP, SRM 7.6, SLM 7.x.

Confidential, Ada, MI

Sr Remedy Consultant ( Developer)

Responsibilities:

• Involved in Design & Analysis of the Customer Specifications, Development and Customization of the Application.
• Worked on Common Request System, Problem Tracking and Time Tracking System Remedy application projects.
• Installed and Configured Remedy Action Request System and ITSM 7.x
• Involved in the development of web interface using Remedy Mid-tier web services consumed in .Net environment using C#.
• Installed and Configured Remedy Action Request System 7.1 and 7.5, Remedy Asset Management and Remedy Change Management.
• Deployed all of the developed internal applications on the web using Remedy 7.1 Mid tier.
• 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 7.1 to ARS 7.5
• Worked extensively in the Remedy upgrade project of AR System Server 7.5 various Remedy utilities like Assignment Engine, Email Engine, Flashboards, Approval Server, AR server, latest version of Apache Tomcat 5.5.25 services maintenance.
• Involved in migration of definitions and data using Remedy Migrator, import and export tools from development to production system.
• Involved in implementation of Remedy Flashboards for various SLA, CTID problem ticket statistics.
• Involved with the configuring of SLA’s depending on requirements of various groups.
• Configured different approval rules and roles for the current setup.
• Was instrumental in identifying CI’s / Classes and relationships while setting up CMDB.
• Designed different service reports to be used by the Quality department using crystal reports.
• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.

Environment: Remedy ARS 7.x, Remedy Migrator 7.x, Remedy Import 7.x, Remedy Helpdesk Application 7.x, C#, C++,Java, Apache Tomcat, Unix, MS SQL Server 2005, Crystal Reports 9.x, .Net, XML.

Confidential, Redmond, WA

Remedy Developer / ITSM Consultant

Responsibilities:

• Supported and enhanced the existing Remedy Application.
• Created Several Flashboards which show the server statistics and performance statistics.
• Created a Standalone web Application through which Users run reports on demand and see the aging reports.
• Worked on upgrading Mid-tier from 6.0 to 6.3.
• Worked on CTI restructuring while maintaining the old CTIs for search purpose.
• Worked on Identified and defined new CIs in BMC Atrium CMDB.
• Installed AR 7.1 server, JavaSDK Tomcat JSP engine, Mid-tier server, Email Engine, BMC Atrium CMDB 2.1, Assignment engine, Incident Management and Problem Management modules with Help files.
• Automated the process of removing Terminated Employee Profile from AR System through the use of LDAP plugins.

Environment: Remedy ARS 6.x, Remedy Helpdesk 6.x, Remedy Migrator 6.x, BMC CMDB, Remedy Import, Windows 2000/XP, MS SQL Server 2000, CSS, JavaScript, VBScript, VB.NET, VS.NET, IIS 6.0, Crystal Reports 9.0.

Confidential

Technical Associate - IT

Responsibilities:

• Support and troubleshooting any issues with HP/Dell/Apple/Toshiba/Samsung Notebooks etc.
• Knowledge on Red Hat Enterprise Linux Installation, Configuration, Administration, Troubleshooting, Backup and Recovery, Vi Editing and Shell Scripting.
• Create, Manage and delete user credentials.
• Work on hardware firewall devices like Cyberoam CR100i, Cyberoam CR250i.
• Maintain the network for multi LAN connections with many switches and routers.
• Check virus, spyware, Trojans and worms detected in Cyberoam software and make sure that the complete network is free of them.
• Create and Manage user and group policies and provide them as per the requirement.
• Dealing with International/Indian staff and guests.

Environment: Network Administration, Troubleshooting, Server Configuration.