SUMMARY

• 12+ years IT experience and 10 years of hands - on BMC & Service now products experience in Development, Software installation, documentation, testing, deployment, maintenance/ support and Change/Incident Management Roles.
• 2 years of Experience in Service now experience on implementing end-to-end Service Catalog, Incident Management, Configuration & Asset Management, Change Management and Release Management with extensive knowledge on Content Management System.
• Good knowledge in Development, Administration and Troubleshooting and deliver IT Services Management (ITSM) solutions based on ITIL best practices that focuses on the people, process, and technology perspectives of providing business solutions within the IT infrastructure.
• Immense knowledge of Technical, Transition, Development, Implementation and Application Support.
• Demonstrable experiences in IT projects, design, develop and implementation of IT service Management projects.
• Installation and Configuration of ADDM, BPPM, SRM &ITSM suites in Linux &Windows Environments.
• Involved in in Requirements Management, System Analysis, Architecture and Design, Development, Testing and Deployment of business applications.
• Administration and Support to all Production and Development ADDM appliances / slaves used for windows discovery
• Apply a structured change management approach and methodology for the people side change caused by projects and change efforts.
• Implemented various levels of customization to Remedy ITSM modules ranging from basic configuration change to customizations involving changing existing functionality to introducing new functionality and/ or interfaces for clients in different industry segment.
• Strong problem solving and analytical skills.
• Played Lead role for Incident & Change Management Modules.
• Managed global ServiceNow capacity services team supporting Incident, Change, Knowledge, Release application break fixes and development efforts.
• Worked closely with the client to onboard a project team to implement Incident, Problem and Service Catalog for the client.
• Involved Design, Build, Test and commissioning in Implementing ServiceNow solution for the client.
• Administer Remedy Action Request System and ITSM suite applications including Atrium CMDB and frameworks using ITIL methodologies.
• Well organized with a positive attitude, and ability to work and communicate with Customers, Vendors, and other internal groups as required.
• Installing, testing, and deploying updates to a complex environment.
• Responsible for designing, coding, testing, implementing, maintaining and supporting application software that is delivered on time and within budget.
• Follow programming best practices and strictly adhere to change management process.
• Responsible for successfully developing project implementations requiring integration with technical teams across organizations.
• Document and analyze user and functional requirements and translate into technical requirements.
• Build test cases; document developer, training and quick reference user guides, support guides etc.
• Create and maintain technical documentation with respect to system design.
• Support any Remedy administration work and management work as required

TECHNICAL SKILLS

• Remedy ARS (8.1 7.x and 6.x)
• BMCMyIT
• ITSM
• SRM
• CMDB
• BPPM
• ADDM and Service now.

PROFESSIONAL EXPERIENCE

Confidential, NJ

Remedy Admin

Responsibilities:

• Worked closely with the client to onboard a project team to implement Incident, Problem and Service Catalog for the client.
• Involved Design, Build, Test and commissioning in implementing solution for the client.
• Administer Remedy Action Request System and ITSM suite applications including Atrium CMDB and frameworks using ITIL methodologies.
• Installation and Configuration of ADDM, BPPM, SRM &ITSM suites in Linux &Windows Environments
• Responsible for all deliverables related to ITSM releases.
• Responsible for analyzing, defect fixing for all Incidents. Delegate the tickets to team members based on the priority and complexity.
• Create Dashboard reports to Senior Management on Incident tickets.
• Create User Test cases to support the Upgrade Activities and Releases.
• Responsible for conducting KT sessions to client team regarding new development related activities
• Integrated Remedy ITSM with BPPM,ADDM and executed the administration tasks workflows.

Confidential, NJ

Architect

Responsibilities:

• Managed global ServiceNow capacity services team supporting Incident, Change, Knowledge, Release application break fixes and development efforts.
• Worked closely with the client to onboard a project team to implement Service Catalog and Problem as well as to establish and socialize internal processes for work intake and release practices.
• Implementing Incident, Problem and Service Catalog for the client.
• Involved Design, Build, Test and commissioning in Implementing ServiceNow solution for the client.
• Implemented ITSM Process in Servicenow. Worked on CMDB, import data set from excel, cvs or external data source, manually or automatically via transform map.
• Responsible for resolution of application problems, decision support analysis and business client interaction.
• Co-ordination of onsite-offshore activities and DP (Defect Prevention) activities
• Monitoring the alert logs regularly
• Monitoring the tablespaces growth both in production and UAT machines.
• Automated server maintenance tasks using Shell Scripts.

Confidential

Technical Lead

Responsibilities:

• Installation and Configuration of ADDM, BPPM, SRM &ITSM suites in Linux &Windows Environments.
• Credential Vault settings (Windows/Unix and others) and Automatic discovery of existing and new infrastructure components (like H/W- Servers, VMware, Operating Systems, and Databases etc) thru ADDM.
• ADDM and CMDB Synchronization
• Administration and Support to all Production and Development ADDM appliances / slaves used for windows discovery.
• Handled twenty four discovery appliance and four consolidation appliance.
• Developing Application Mapping (CAM)
• Custom TPL pattern development.
• Troubleshooting discovery issues.
• Maintenance of CMDB Synchronization.
• Infrastructure Reporting.
• Query Building and Report Generation, report customization
• Installation of IBRSD, In order to generate an Incident in ITSM, we integrate IBRSD AR Plug In on the server where ITSM is installed.
• Configuring BMC Atrium CMDB integration in BPPM, You can import the CIs from the BMC Atrium CMDB to define service model objects that you want to monitor in BMC Proactive Net.. Written reconciliation jobs for CMDB to reconcile data from different datasets to production dataset.

Confidential

Technical Lead

Responsibilities:

• Driving the Team & working as a BMC Developer for ITSM, BPPM and ADDM to Agile Data Center (ADC) - On premise private Confidential .
• Configuration and Customization in the Service Request Module SRM as per client needs which included creation of SRD’s, AOT’s and PDT’s with the backend fulfillment mapping of the applications to the Change, Incident and Work Order Management system.
• Installation, Configuration and Integration of BMC products like ITSM, ADDM.
• Credential Vault settings (Windows/Unix and others) and Automatic discovery of existing and new infrastructure components (like Network, Servers, VMware, Operating Systems, Databases etc) thru ADDM.
• ADDM and CMDB Synchronization
• Carried out workflows on Software deployment in simulated environment.
• Integrated Remedy ITSM with BPPM,ADDM and executed the administration tasks workflows
• Single point of contact for any development queries for Demo’s

Confidential

Technical Lead

Responsibilities:

• Gathering requirements from client and prepare design documents
• Responsible for managing client expectations, development, deployment & Implementation for all new remedy requirements.
• Involved alone in end to end design, development & implementation for new requirements
• Develop the code for client requirements for all Incident management, Change management, Asset management and Work request Modules.
• Single point of contact for any development queries for stakeholder of the project
• Responsible for conducting KT sessions to client team regarding new development related activities
• Managing this transition as a lead, developing the code and owning complete responsibility of setting up a process alone.

Confidential

Team Lead

Responsibilities:

• Implementation of multiple modifications to the current Remedy System (ARS 7.1).
• Managed team of 7 members to support the Remedy Modules.
• Involved in end to end Implementation for ITSM Modules
• Configured Remedy Change & SLA Management using Remedy workflow
• Design, document, and build improvements for the Remedy ARS systems, based on existing list of requirements and additional discussions with support teams.
• Participating as required in assembly test, product test by executing test scripts and also will be involved in preparing the test scripts.
• Ongoing maintenance and support duties of ITSM Remedy application.
• Played Lead role for Incident & Change Management Modules.

Confidential

Senior Developer

Responsibilities:

• Development and implementation of multiple modifications to the current PMC Remedy Application (ARS 5.1).
• Configured and Deployed ARS Mid Tier.
• Worked actively and effectively on system troubleshooting.
• Analysis of specifications both functionally and technically.
• Weekly/Quarterly Service Review documents delivery to the client.
• Bug fixing and minor level code changes as and when required.
• Providing on call 24*7 supports for SEV1/2 outages.
• Preparation of design and unit test specification.

Confidential

Technical Support

Responsibilities:

• Analysis of specifications both functionally and technically.
• Preparation of design and unit test specification.
• Implementation of Service Desk, Incident management, Problem management and Service Level Management (ITSM 6.0 on ARS 6.3)
• Responsible for providing detailed information within the case for management level escalation of enhancements or requests
• Complete configuration for Incident Management, Problem Management, Email - Mapping of CTIs, mapping groups etc.
• Unit Testing.
• Query Resolutions.

Confidential

Technical Support

Responsibilities:

• General Day to day Support issues handling.
• Responsible for adhering process SLA.
• Provided Level 1 resolution rate of 82%.
• Coordinator for enhancements in Sanchez application.
• Conducting Technical Trainings.
• Functional Testing for the Project.
• Taking Daily Conference Calls with Level 3 users