SUMMARY:

• Currently working as a BMC REMEDY Developer and Servicenow Developer on two different projects implementing agile methodology, Helping Servicenow aspirants on different blogs and also maintaining my own blog.
• Implemented Agile methodology in most of the projects played a major role in Creating User stories, Defining complexity and scheduling dependencies(Follow - up task as part of user story) and follow-up with the other dependent teams to resolve the discrepancy and impediments.
• Expertise in Remedy Force, CMDB and Change Management end to end implementation.
• Expertise as Remedy developer in Design, Development, Implementation and Administration of Remedy Action Request System (6.x, 7.x, 8.x and 9.x).
• Handsome experience on Servicenow version starting with Dublin, Eureka, Geneva, Helsinki Istanbul and Jakarta implemented six different integration projects in Servicenow.
• Creating Catalog Items and migrating catalog items to service Catalog page
• Development of Servicenow applications, including modification to existing ITSM modules, working with process owners to develop and implement workflow, Perform regular Servicenow Discovery and CMDB maintenance, Report Setup/Custom Reporting, Perform data imports, Custom Scripting, 3rd Party software integrations, facilitating roll out of new applications and modules.
• Working knowledge with BMC Foundation 2010 and BMC Services Architecture.
• Implementing Bidirectional integration from scratch to various applications like IBM-IP Center, HP Center and also in-between Servicenow and Servicenow modules.
• Experience in configuring, maintaining and customizing Remedy Action Request System and BMC Remedy IT Service Management System 6.x,7.x,8.x and 9.x
• Experience building workflows, creating and modifying new AI
• Implemented Change management from scratch, along with CMDB configuration changes along with customizing and creating new forms and workflows.
• Good Knowledge of ITIL Process and ITSM best practices, working knowledge on SharePoint.
• Experience in installing and upgrading several Remedy versions from 6.x to 7.x in various database environments like MS SQL server 2005, Oracle 9i/10g.
• Working knowledge on Servicenow discovery tools and Service watch.
• Expert in implementing agile methodology, starting from collecting requirement, high-level architectural design document, demo-to-Product Owners, passing requirements to database teams, designing & developing different modules end to end in BMC Remedy/Servicenow along with unit testing, documentation and final demo to users which also includes training and support to end users along with production support and fixing the defects.
• Good Inter personnel skills and ability to work as part of a team. Exceptional ability to learn and master new technologies and to deliver outputs in short deadlines.

PROFESSIONAL EXPERIENCE:

Confidential, Denver, C.O

CMDB Developer/ ServiceNow

Responsibilities:

• Implemented Change management from scratch along with major built in CMDB along with implementing security to data, based on the user limitation not just for ITSM tickets but also to core forms and foundation data, based on Onshore-Offshore User access limitation.
• Throughout the project followed agile methodology, have been successfully demonstration required key technical skills in accomplishing assigned user stories, which also includes date to date updates tracking it in Agile C.A application along with documenting required designed documents and key out puts from the different meeting and also high-level design documents, summary on development made and migration related measures need to be taken care including unit test cases along with test data.
• Conducted clients' meetings understand and integrated their business needs into technology.
• Supported in planning, designing, and development of business processes.
• Provided recommendations in enhancing and expediting business activities.
• Collected, compiled, and interpreted business data and drafting reports.
• Developed test procedures, test plans, and test cases for clients.
• Involve in Conceptual design for data warehouse development.
• Worked closely with development team.
• Interacted with client for project requirement and studied the system requirement document.
• Attain the defects raised by end user and managed the Defect life cycle for solution.
• Analyzed the different systems in regards to business aspect and understand operational data flow process.
• Interacted with clients for gathering, analyzing and documenting business requirements.
• Served as liaison between business team and various other project groups.
• Followed an iterative approach to organize requirements into logical groups of business processes, business rules and information needs and ensured that critical requirements are focused upon, in security implementation.
• Created functional specification document which includes use case diagrams, sequence diagrams, collaboration diagrams that provide the developers a view of the requirements for the system development.
• Utilized Rational Clear Quest for defect tracking.
• Used MS Access and Excel to extract, administer and manipulate large data.
• Worked closely with software developers to isolate, track and troubleshoot defects.
• Expertise in utilizing Atrium integrator to its maximum capability, without effecting performance of application by fine tuning the AI-Jobs to maximum extent.
• Involved in Installation, patching, maintaining and supporting the Remedy AR Systems Application.
• Successfully customized home grown applications and ITSM modules Such as Incident Management, Problem Management, Change Management, Asset Management and modules according to client Requirements.
• Effective use of the Migrator tool to identify differences and move workflow from Development, Testing and to Production.
• Building change module from end to end, from gathering requirement for creating AI-Job, Scheduling AI-Job using mid-tier forms and automating reports.
• Complex reporting in remedy 9.1using smart reporting and including security at form level.
• Worked on ITSM Customizations for Incident, change, Problem Management.
• Unit testing for all the customization implemented and automating all the consolidated test cases for sanity check and fallout related statistics.
• Successfully implemented Customizations to ITSM Notification engine and developed few new Notifications to Change Management and Task Management Modules.
• Developed few Custom Applications as per the client requirements and to support ITSM customizations.
• Successfully loaded foundation data into ITSM 9.1 with the help of Data Management Tool.
• Integrated ITSM Incident and Change Management Modules with third party applications by publishing Web services.
• Other Activities Include Remedy Application Support, On-Call Support, preparing documentation as per the customer requirement.
• Worked on different bug fixes within Incident Management, Change Management, Asset Management and Problem Management.
• Successfully created new View forms for different Customizations in Incident and Change Management modules. Developed and created various forms, Menus, Active Links, Filters, escalations and menus to enhance the functionality.
• Drive business solutions from inception through solution implementation
• Developing Remedy/ServiceNow software solutions using JavaScript, Jelly, one or more Web Services, MYSQL, XML, HTML and CSS
• Identify and invent novel solutions to challenging technical problems and provide requested enhancements to existing Remedy/ServiceNow applications
• Translate functional specifications into logical, component-based technical designs
• Develop and deliver customized portal web pages in ServiceNow
• Work with functional and admin teams to deliver automated workflow solutions in Remedy/ServiceNow
• Advanced scripting of business rules, UI Policies, Client Scripts, ACLs, Workflow Activities, etc.
• 3rd party software integrations with Remedy/ServiceNow.
• Facilitate and support the rollout of new application and enhancements in ServiceNow
• Configure ServiceNow Discovery and Orchestration.
• Advice functional and admin teams on design, development and overall ServiceNow best practices.

Environment: BMC Remedy AR System 6.x/7.x/7.6.04,9.0 BMC Remedy IT Service Management Suite (ITSM 7. x), BMC Remedy Service Desk 7.x, BMC Remedy Change Management 6.x/7.x, BMC Remedy Asset Management 7.x, BMC Remedy Mid-Tier 6.x/7.x, BMC Remedy Email Engine 6.x/7.x, BMC Remedy Migrator 6.x/7.x, BMC Remedy Data management Tool, BMC Remedy Import 6.x/7.x, Apache/Tomcat 5.5.x., Windows Server 2003, SQL Server 2005

Confidential, Wilmington, DE

ServiceNow Developer

Responsibilities:

• Integrating of Servicenow with IBM, tools to automate the IT management process and Service Catalog management.
• Designing of end-to-end flow Using Rest API and SOAP API to integrate Servicenow application bi-directionally.
• Bidirectional integration between incident module and other ITSM modules
• Solution Architect role, gathering requirement and providing high level design documents, along with end to end development, migration of code from lower environments to higher environments along with execution and documentation of unit test cases with sample test data.
• Trough out the implementation of project performed Remote-Admin jobs like providing access and helping in resetting password to the Servicenow application users and related service users.
• Integration of service catalog with third party tools along with migration of servicecatlog items
• Customizing existing integration to send attachments bidirectional between servicenow and servicenow
• Created transform maps both automatic field mapping and scripting
• Production support and monitoring version upgrade from Eureka to Istanbul versions.
• Experience on Glide and Jelly Scripting, Java Script, HTML, XML, AJAX. Done integration with 3rd party tools using (web services, SOAP, email, MID server).
• Demoing to Product Owners and end users, which also includes required knowledge sharing to end-users to utilize the application to maximum extent as part of training provided.
• Creation of catalog items and displaying it in portal, using SC catalog item widget
• Additional Activity on demand are as listed below:
• Provide level 2 platform supports.
• Contribute to the overall ITSM Tools strategy for the organization and monitoring the operational data changes and configuration of the ITSM platforms
• Act as the Release Management coordinator for all system Upgrades, Testing and Development activities.
• Create and maintain the administration of Group/User/Role(s) on the ITSM platforms as mentioned above as part of Integration development.
• Monitoring systems performance and processes, to maintain within the stated KPIs
• Maintain current Legacy ITSM Platform Support activities on BMC Remedy ARS, Servicenow

Environment: Service-Now JavaScript, Perl, Jelly, C/C++, VBScript, Crystal reports 2008/9.x, Netcool, CSS, HTML, Web Services, CMDB, BIRT 2.5.1, SRM 7.6, MS SQL server 2008, BMC Remedy ARS 8.1, ITSM 8.1 Suite, SLM 8.1, SRM 8.1, RKM 8.1 and CMDB 8.1.

Confidential, STLOUIS, M.O

ServiceNow Developer

Responsibilities:

• Collecting High-level requirements from the business and writing User stories as part of Agile.
• Organizing offshore onshore syncup meetings to share the development work and finalizing on high-level design document with the Architect
• Development of Service catlog
• Defining Service Level Agreements (SLAs), notifications, and reports.
• Develops new applications from beginning to end.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in business rules and client scripts
• Imported many CI’s using import set tables
• Created data sources and loaded the Service-Now tables with different data formats
• Created transform maps both automatic field mapping and scripting
• Also worked on Asset Management and loaded the data into it.
• Maintains existing applications. Creates code that meets system standards.
• Integration of service now with LDAP for authentication.
• Integration of Service Now with BMC Remedy for ticket creation on change submit.
• Subject Matter expert on Incident Management, Change Management Process and Knowledge article.
• Recommends appropriate design alternatives to be implemented based on customer constraints.
• Develops conversion plans and procedures.
• Develops and executes plans and procedures for data conversion, customer acceptance criteria and installation strategy.
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.

Confidential

Remedy Developer

Responsibilities:

• Provide day to day support in resolving production support issues.
• Responsible for developing technical solutions on the Remedy platform to satisfy the business needs of the IT department.
• Develops new applications from beginning to end.
• Worked with windows team, network team and Asset team in order to check for the data collected through discovery is accurate
• Written script includes and invoked them in workflows and server side scripts
• Analyzing and providing inputs to data base team on requirement of feeder tables along with C.T.I Mapping
• Migration of customizations from one instance to other instance.
• Ongoing Maintenance.

Environment: Core Java, J2EE, CSS, Servlets, JSP, Struts, Tiles, XML, Tomcat, and MySQL, EJB.

Confidential

Technical support

Responsibilities:

• Got trained with internal application which is in use.
• Trigger application for reporting on billing, new connection and escalations.
• On call troubleshooting and error resolution, capturing conversation in notes which will be monitored and evaluated.
• Working night shifts participated in marketing calls.
• Upgrading of accounts and plan changes based on calls from authorized dealers with other amenities like on call recharge, feature support, Video on demand, Channel on demand and other billing services