JAI

Phone: 510-***-****

Email: acs30k@r.postjobfree.com

PROFESSIONAL SUMMARY:

Over all 9+years of Professional Experience in Information Technology including 8+ years of BMC Remedy Action Request System (ARS) and their related support services. This includes design, development, testing, install, upgrade, implement, document, train and support of RemedyARS 5.x/6.x/7.x and ITSM 6.x/7.x/8.x applications.

Familiarity and strong experience with BMC Remedy IT service Management suite5.x/6.x/7.x.

Good understanding and knowledge on BMC Remedy Atrium CMDB 2.x/7.x

Extensive experience in designing, developing, configuring Remedy workflows using Filters, Escalations, Active links, Menus, Groups and Flashboards according to business requirements.

Well experienced in installation, configuring, supporting and administering Remedy ITSM 5.x/6.x/7.x(Incident Management, Problem Management, Change Management, SRM, SLM, and Asset Management) suite.

Excellent knowledge in implementing and decommissioning of Distributed Server Option (DSO) in Remedy action request system.

Designed custom built Help Desk, Change Management and Asset Management modules based on user requirements.

Involved in requirement analysis, Business analysis, Use Case analysis, change management and configuration management.

Involved in Requirement gathering, Design, Installation, and Customization of Incident Management, Change Management, Task Management, and SLM as per Requirements.

Experienced in managing, administering and performance tuning of AR System version 5.x/6.x/7.x on different environment for production, test and development.

Performed in various capacities from a technical lead to a developer, analyst, Tech support and QA Tester.

Very strong in Client/Server Architecture, Relational Databases (RDBMS), Design and build the Remedy ARS applications.

Highly skilled in analyzing and troubleshooting Remedy production issues using Remedy error, SQL, escalation and filter logs

Proficient in Back-End Programming using Oracle, SQL Server and MS-Access for writing stored procedures, PL/SQL statements.

Extensive Experience in developing reports using Crystal Reports tool and MS-Access.

Expertise in Requirement gathering, Designing, Building and Implementation, Conducting workshops and excellent Client Handling and project Management skills.

Writing high level Test Plans and Test cases based on the baseline requirements.

Ability to work independently as well as in a team within time constraints and under minimum supervision

An excellent team player with highly favorable interpersonal and Communication skills.

Ability to quickly master new technologies and apply their full range of capabilities.

ITIL V3 Certified.

TECHNICAL SKILLS:

BMC Remedy Suite

Remedy ITSM Suite (Remedy ARS, Remedy Service Desk/Help Desk, Remedy Change Management, Remedy Asset Management), Remedy Flashboards, Distributed Server Option, Approval Server, Remedy Service Request Management, BMC Remedy Atrium CMDB, Remedy Migration, Remedy Import, Remedy Mid-Tier, Remedy Plug-ins, ITIL Process

Web Technologies

XML, HTML, Java, Java Script

Database Tools

Oracle 9i/10g/11g,SQL Server-2000/2005/2008, Sybase

Testing Tools

Quality Center, Load Runner, Test Director, Clear Quest

Web Servers

IIS, Apache, Tomcat, New Atlanta

Reporting Tools

Crystal Reports, Cognos

Operating Systems

Windows - NT/97/98/2000/2003/XP, Unix-Sun Solaris, HP-Unix

PROFESSIONAL WORK EXPERIENCE:

Client : Active Health Management,NJ

Role :Remedy Developer / Administrator Jan 2015 – Present

Project Description:

Wholly owned, independent subsidiary of Aetna, Inc. Active Health Management is a leading provider of health management services, including disease management, clinical decision support and personal health records. Solutions powered by Care Engine System, help to improve care for more than 19 million people nationwide and help health plans and employers lower costs.

Responsibilities:

Design, development, customization and administration of Remedy-based systems that align with ITSM Suite 7.6.4/8.x.

Installed and upgraded and configured all Remedy ITSM 7.6.4 suite applications which includes IM, PM, SRM, CMDB, CM, AM, SLM, AIE.

Extensively Installed, configured and customized SRM 2.2/7.6 to Integrate with BMC Change management and CA-Asset Management Systems.

Customization of SRM according to the client’s requirements and Configure with respect to backend applications i.e. Incident and Change Management

Build several Catalogs using AOT,PDT and SRD .

Extensively created around 100 Service Request Definitions using SRM 7.6.4

Extensively used AIE to integrate external sources to update CMDB re-conciliation.

Developed custom SRDs for Service Request Management and configured AOTs, PDTs and Work Orders.

Involved in development of ITIL compliant custom Remedy application for the Network Provisioning System for data center consolidation.

Developed and integrated Network Provisioning System with Siebel CRM by using Remedy Web Services.

Involved in Installation and configuring Test and Development Servers for ITSM 7.6 and CMDB 7.6

Customized the OOB ITSM (Service Request, Asset Management, Change Management, and Service Level Management), CMDB as per the company’s business requirements, setting up email notifications.

Created and maintained multiple database views for use in Crystal reports.

Involved in the user acceptance testing and training classes.

Helped deploy the application to Production successfully and plan the data migration.

Migrated forms, workflow objects and data between development, test and production servers using Remedy Migrator, Import tool and definition files.

Perform gap analysis and prepare requirements document to remediate identified gaps.

Environment: ITSM Suite 7.x/8.x, Remedy Migrator 7.x, Remedy Import 7.x, CMDB 7.x/8.x,Windows 2012, Oracle 10g/11i, Tomcat, Crystal Reports 10.x, Abydos Analyzer, Abydos Designer.

Client : T-Mobile, Seattle, WA Nov 2013 – Oct 2014

Role : Remedy Developer

Responsibilities:

Gathering, Analyzing and Documenting Customer business needs and aligning Customer needs and requirements with the best practices according to ITIL through set of extensive and oriented workshops and professional consultation service.

Drafting Remedy ITSM/Atrium functional and Technical Design Documents.

Collecting Foundation and Application Configuration Data by guiding the customers with the templates.

Designing Service Catalogs for customer's IT, HR and Operations department through SRM.

Implementing Service Request Management, Knowledge Management and Service Level Management.

Provide BMC Remedy consulting recommendations for architecture, data model, code customizations, and integrations.

Designing and implementing BMC Remedy integrations with other systems.

Service Catalog, Requestable offering, Resource & Service Provider configuration.

Defining Approval Process for the Change Request, SRM and Work Order Management.

Identifying the Improvements through Health Checkups and implementing it through Change Requests.

Environment:, ITSM 7.6.04, CMDB 2.1, Atrium Integration tool 7.1, Remedy Migrator, Export and Import tools, Windows 2008, SQL Server 2008, Java, Apache Tomcat 5.5, SQL scripts.

Client : Belron Auto Glass,TXAug 2012 – Oct 2013

Role: Remedy Developer

Project Description:

Belron is the world’s largest vehicle glass repair and replacement company. Belron is number-one in sales and profits in the United Kingdom serving customers and business in 32 countries and 5 continents. Computer Sciences corporation Participate in the Release Control Process for migrating the code changes from development to production environment for Remedy 7.5 upgrade from Remedy 6.3. Administrating and Customizing Front office application for their Remedy System 7.5.Involved in Bug fixes, major and minor enhancement of the current application. Involved in day to day supporting and development activities.

Responsibilities:

Involved in development and implementation of custom Remedy modules, 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, Active Links Guides, Filters, Filter Guides, and Escalations for workflow.

Installed and upgraded ARS 6.x to 7.x.

Installed and Configured Remedy Action Request System 7.x, Remedy Asset Management (7.x) and Remedy Change Management (7.x).

Involved in installing, configuring and setting up data in CMDB 1.1 and 2.0.

Deployed all the developed internal applications on to the web using Remedy mid-tier.

Designed and deployed 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 supported people for Remedy, Web Integration and testing teams.

Involved in developing Perl, Shell scripts to automate batch jobs and for updating Remedy User database from the external databases.

Used PL/SQL scripts for data conversion, SQL menus for generating Remedy External Views.

Developed distributed server option to synchronize the data flows between application and warehouse servers to balance the load level on application servers.

Involved in upgrading the ITSM suite from 6.0 to 7.0.

Involved in migration of definitions and data using Remedy Migrator, import and export tools from development to production system.

Environment: Remedy ARS 7x/6.x, Remedy Migrator, Remedy Import 6.x, Remedy ITSM 6.0/7.0, CMDB, ARS Perl Scripting, Windows 2000/XP, Java, Crystal Reports 9.x.

Client : Ford Motor Company, Dearborn,MI May 2010 – Jul 2012

Remedy Developer / Administrator

Project Description:

The Objective of the project is to replace functionality of a customized application called GIRS(Global Incident Monitoring System) which is being used at Ford Motor Company to track tickets, assets and other information in addition to this integrating the new Service Desk 7.0 application with third party applications like New Scale and NIRD.

Responsibilities:

Closely work with Customer Management at ITSM facility to gather requirements and propose solutions.

Leading a team of 08 software developers and administrators of various technical domains.

Designing, developing and implementation of bespoke remedy based applications

Liaising with Business & IT support teams to understand the requirements

Functional and Technical understanding of the requirements

Chairing Weekly/Monthly Service review calls with Customer management and taking actions for improvement.

Server recycles

Performance monitoring

Deployment process

Daily Health Check and System Log monitoring

Implementation of Service Improvement Plans.

Root Cause Analysis of all incidents and taking preventive measures to resolve them permanently.

Diagnosing and resolution of application performance bottle necks within the BMC Remedy ARS servers and host operating systems.

Environment: Remedy ARS 6.x, Remedy Migrator 6.x, Remedy Import, Java, Windows 2000/XP/2003, MS SQL Server 2000, JDBC, PL/SQL, XML, XSL, CSS, Front Page, JavaScript, SQL Server 2000, Crystal Reports.

Client : Armstrong Customer Care Applications, Butler, PA Aug 2007 – Sep 2008

Role : Remedy Developer

Responsibilities:

Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.

Also used Master AR Suite software for analyzing the Remedy workflow and documentation purposes.

Involved in creating workflow to send automatic notifications to Manager and Team leads.

Involved in creation and maintain of groups and permissions for users.

Involved in maintaining and bug fixing of application.

Imported data from other sources into Remedy System using import utility.

Customized Help Desk, Asset Management and Change Management modules according to business requirements.

Analysis of the specifications for customization provided by the clients

Providing the Support on Installation, Licensing, Application and Product Support.

Creation of Users Accounts, Groups & Roles as per client’s request.

Administration of Client Servers, checking for performance related issues, Events & Error Logs.

Environment: Remedy AR System Software 5.x, Master AR Suite Tools, C, C++, UNIX Solaris 2.8, SQL plus, PL/SQL, Oracle 9.x, Java, XML, JSP.

Royal Automobile club of Victoria, IBM,India Jul 2007 – April 2010

Remedy Administrator

Responsibilities:

Create and modify OOB & Custom ARSystem workflow to enhance the remedy application

Configuration and maintenance of Remedy Mid-Tier.

Integrated remedy with other applications using Perl script.

Email Engine Administration and Integration.

Creating web Services and maintenance.

Post implementation testing in QA and Prod servers.

License Management.

Handling L2 and L3 issues with ARS and IM, PM, CM and CM.

Create and maintain SLA & SLT with customized notification.

Creates approval mappings for individuals and Groups.

Set up notification for Incident Management to Individual and Group.

Involved in creating workflow to send automatic notifications to Manager and Team leads

Environment:Remedy AR System 6.X, Microsoft 2000/XP, MS SQL Server 2000

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