Service Management
Resume:
Rajesh Kumar
*********@******.***
Mob: 988*-***-***
Designation: Project Manager –SRM/ITSM Tools (Application Development)
Career Objective:
Seeking a career that offers me an opportunity to explore my skills and abilities, which enables me to spearhead into
new technologies.
Primary Skills
BMC Remedy SRM, ITSM,ARS,SLM,RKM,ITIL Implementation & Design, Developer Studio, Application
Designing & Testing,ITSM Process Designer 7.6.04 SP2
Certification:
BMC Remedy ITSM 7.6.04–Certified
BMC Remedy ITSM 7.6 Certified
BMC Remedy SRM 7.6 – Certified
BMC Remedy AR Server 7.5 Certified
BMC Remedy AR Server 7.6.04 Certified
ITIL V3 Foundation Certified
SCSA –I Solaris 10 – Certified
Business Object – 4.0
CCNA Trained.
Location
Chennai, India
RESUME DETAILS
Professional Summary
Total 11 years of experience as an IT Professional.
9 years’ experience in Remedy Architecture, Designing, Consulting, Development, Support, Administration,
implementations of BMC Remedy ITSM v7/v8 suite for multiple enterprises, including specifically the data and
processes related to Service Request Management, ITSM (Remedy Service Desk, Change Management, Asset
Management), Service Level Management, RKM and ARS.
ITIL V3 Best practices Awareness
Job Description
Ford Technology Service India,Chennai
Duration – Jan 2014 – Till Now
Designation: Project Manager – SRM/ITSM –AD
Responsibilities:
Managing 1.5M USD Account for Ford Technologies across Globe.
Responsible for ITSM 7.6.04SP4 upgrade to Remedy ITSM 8.1
Responsible for Detailed upgrade of Remedy ITSM in Three Phases (Phase0/Phase1/Phase2) Complete
Requirement Analysis of Ford IT across different business units and Implementation. Responsible for Task
Allocation to the team comprised of 11 Remedy Consultants.
Conducts client data workshops to gather client specific data in Excel Workbooks. Provide
Consultancy on ITSM/SRM to Ford America’s/APAC/EMEA
Designing and Developing High Level Architecture for Remedy Environment Operation Efficiency
Matrix check for the Environment based on Best Practices defined
Experienced in Service Request Management/IT Service Management Architecture level of
understanding
Creating Application Object Template/Process Definition Template/Service Request Definition for Service
Catalogue per customer requirement
Implementing/Managing Entitlement and On Behalf Of rules.
Experienced in Service Request Designer/Service Catalogue Manager Console/ITSM Process
Designer
Configuration of Fulfillment Applications from SRM as Backend applications.
Service Request Definition migrations using SRM Import/Export Console Tool until SRM 7.6.04 SP2.
Configuring Assignment, Notification, Approvals, Command Automation Interface,
Templates
Strong Understanding of Command Automation Interface Plugins
Foundation Data Configuration/Migration (Company, Organization, Location, Support Group, People) Multitenancy
Environment set up in ITSM.
ITSM Plugins and application Integration (RKM, SRM, SLM, Dashboard) Configuration/Installation of
Service Level Management /Remedy Knowledge Management
application.
Mid Tier Configuration on Apache/Tomcat/IIS web Servers
Designing New Forms or permitted customization which includes Active Link/Filter/Escalation Modifications
using Developer Studio
Set up the 4 Server Group Environment for Ford IT.
Experienced in Application, data,.def,.arx file migration from server to server or file using
Remedy Migrator 7.x or Import Tool
Experiences in using Best Practice Conversion Utility/Delta Data Management while upgrade of Remedy
Experienced in Migrating Foundation Data and transaction Data or appending data us ing Data
Management Tool & Data Wizard
Understanding of Filter/SQL/API loggings, configuration files (ar.cfg & ar.conf)
Functional knowledge in Integration of Remedy server and application with third party tools like
Light Weight Directory Access Protocol, ARDBC plugins AD
integration with Remedy
BMC Virtual Agent or BMC Chat Implementation for effective usage of Support and Tool Performing Beta
Testing for ITSM New Release IT Service Management 8.1/Service Request
Management 8.1
Web based Report Generation in ITSM
For non standard solutions, build functional requirements definition and use cases as input into customization requests
Document definitive designs in sufficient detail for execution by the technical implementations team Drive and assist
the account team to obtain consensus and signoff of specified data and agreement to the design
Previous Experience
BA Continuum India Pvt Ltd
Designation: LA Senior Manager Remedy ITSM/SRM (GICT)
Duration:Jul 2013 – Nov 2013
Responsibilities:
.Handled a Project of 1M USD across APAC region.
.Worked on deployment, configuration, integration, technical documentation, testing, and administration
of BMC SRM/ITSM suite (v7.6) and (v8.1) in accordance with Bank’s/LOB requirements.
Understanding the E2E Architecture and creating functional, technical design documents for
ITSM/SRM. Designing the business requirement and should be able to come up with High level
design/ Architecture for SRM/ITSM solution for Bank.
Creating Service Request Definition/Process Definition Template/Application Object Template
per business requirement.
.Hands on for BMC Remedy Service Request Management implementation,Administration
and Configuration.
.Administration and Configuration of Service/Navigational Categories.
.Hands on Experience in Migrating Service Request Definition’s across different version
during upgrade/Fresh Installation
.Hands on Experience in Designing Service Request Definition’s using Service Catalogue
Manager/ITSM Process Designer.
.Integrating SRM with Incident Management/Work Order Management /Change Management or
custom Applications
.Hands on Designing Assignment, Entitlement and Approvals along with approval Chain per
Bank’s requirement.
.Conducting Workshop for Remedy User for SRM/ITSM.
.Workshop on Foundation Data, Service Desk (IM/PM), reporting.
.OOTB Report Generation for Bank’s Stakeholder for weekly meeting.
.Proposing High Level Architecture design for Remedy SRM/ITSM.
.Demo on Standard Use case (OOTB) with Customer.
.Review of involved tools and applications in Integration Workshops with Stakeholders.
.Hands on setting up Server Group Environment for Bank
.Involved in ITSM 7.6 > ITSM 8.1 upgrade for Bank
.Handling a Team of 6 Remedy Consultants
.Resource Allocation and Project Deliverables
.Involved in User Acceptance Test/Proof of Concept
.Weekly meeting with BMC Delivery Managers and Bank’s Shareholder for current project status
.Weekly meeting with BA Continuum Stakeholders for Resource Hiring Status per requirement
.Arranging Technical Trainings with BMC for team members.
Technical Skills:
OS: Windows 2008 R2; DB : MS SQL 2008
Tools/Applications:
SRM 7.6 > SRM 8.1 SP2
ITSM Suite Remedy INCIDENT/PROBLEM MANAGEMENT 8.x, CHANGE MANAGEMENT
8.X,Asset Management 8.x
ARS 8.0, MID TIER 8.1
ITSM Process Designer 7.6.04 SP2/8.1
Remedy Migrator, Delta Data Migrator, Data Wizard, Developer Studio,ITSM 8.1
Environment: SRM 8.1, ITSM 8.1, ARS 8.1 Mid Tier 8.1, Windows 2008,
NITEO Technologies Pvt Ltd, Chennai
Designation: Technical Architect – Remedy SRM/ITSM
Duration: Mar 2013 – May 2013
Responsibilities:
Responsible for Remedy Implementation for 7 customer companies within NEC Corporation Setting up
Foundation/Transactional Data for 1500 – 2000 Remedy users
Responsible for Installation/Upgradation/Configuration of BMC Remedy 7.6.03
Responsible to distribute the Work Load to junior Remedy Consultants
Responsible for End to End Up gradation of Remedy Environment from 7.6.03 to 7.6.04 SP2 Remedy
Patch management
Designed Different Services using SRM 7.6.03 and integrated with Fulfillment application as Incident or Change
Publishing Services which needs custom Approval or other OOTB defined approvals in Remedy
Export/Import of Service Request Definition from Development to Production Environment after testing
Strong Understanding of Command Automation Interface Plugin in SRM/ITSM and other configuration file
in Remedy
ITSM Foundation Data Import/Export using Data Management Tool Email
integration for NECAM Helpdesk group with remedy
ARS LDAP integration with Active Directory for External Authentication of users
Performance Tuning for Mid Tier 7.6.03 and manual upgrade using WAR files from 7.6.03 to 7.6.04 Daily
coordination with NOC Operation and Service Desk Team for Remedy Generic Issues.
Daily Routine task for Foundation/People/User data creation/Update SRM Service
Creation as per Management and business requirement
Daily report generation for Closed Incident and Change Request for companies within NEC group
Assignment/Notification/Approval configuration as per business requirement
Workshop/Demo with NOC, Service Desk and other NEC company users. Routine
ARS/ITSM/SRM performance check
Strong Understanding of Server Side (Filter/SQL/API) and Client Side Active Link Logs along with
Fiddler/Mid Tier loggings
Manual Escalation Notification workflow and object modification
Hands on Experience in Using Best Practice Conversion Utility/Delta Data Management while upgrading
Environments
Set up of Development,Staging and Production Environment
Coordination with BMC Support for hotfixes/bugs/Request Feature Enhancement
24/7 On call for in house Service Request Management /ITSM Support.
Responsible for managing team members leaves
Responsible for Performance appraisal of team
Conflict Resolution
Technical Skills:
OS: Windows 2003/2008
DB: SQL 2005/2008
Tools/Applications:
ARS 7.6.03
ITSM Suite Remedy INCIDENT/PROBLEM MANAGEMENT 7.6.03, CHANGE MANAGEMENT
7.6.03, Asset Management
SRM 7.6.03, ARS 7.x, 7.6.x, 8.0
MID TIER 7.6.03,
Remedy Migrator, Delta Data Migrator, Data Wizard, Developer Studio
BMC Software Inc, Bangalore
Duration – Jun 2010 – Mar 2013
Role : Technical Lead – SRM/ITSM
Responsibilities:
Individual contributor role that primarily focuses on working with customers to gather the Configuration
data required for client on boarding.
Analysis agreed solution and providing it to customers
Conducts client data workshops to gather client specific data in Excel Workbooks. Provide
Consultancy on ITSM/SRM to America’s and International Clients
Experienced in Service Request Management/IT Service Management Architecture level of
understanding
Experience in SRM 2.x, SRM 7.6, SRM 7.6.03, SRM 7.6.04, SRM 8.0, ITSM 7.x, ITSM 7.6.x, ITSM 8.0 Service
Request M/ITSM Installation/Administration/Configuration, SRM Data Load, Migrate Creating Application Object
Template/Process Definition Template/Service Request Definition for Service Catalogue per customer requirement
Implementing/Managing Entitlement and On Behalf Of rules.
Experienced in Service Request Designer/Service Catalogue Manager Console/ITSM Process
Designer
Configuration of Fulfillment Applications from SRM as Backend applications.
Service Request Definition migrations using SRM Import/Export Console Tool until SRM 7.6.04 SP2.
Configuring Assignment, Notification, Approvals, Command Automation Interface,
Templates
Strong Understanding of Command Automation Interface Plugins
Coordination with Tier3 and Remedy Development Team Worked
on Advance Interface Forms to create SRD’s
Foundation Data Configuration/Migration (Company, Organization, Location, Support Group, People) Multitenancy
Environment set up in ITSM.
ITSM Plugins and application Integration (RKM, SRM, SLM, Dashboard) Configuration/Installation of
Service Level Management /Remedy Knowledge Management application.
Mid Tier Configuration on Apache/Tomcat/IIS web Servers
Designing New Forms or permitted customization which includes Active Link/Filter/Escalation Modifications
using Developer Studio
Experience in installing/upgrading/configuring Remedy ARS Server and Application7.x/7.6.04 with
MS SQL Server 2000 and 2005, 2008/Oracle 10 &11i
Experience in Remedy Development and Administration with Remedy ARS 7.5+ Understanding of Server
Group Environment Configuration and setting it up. Experienced in Application, data,.def,.arx file
migration from server to server or file using
Remedy Migrator 7.x or Import Tool
Experiences in using Best Practice Conversion Utility/Delta Data Management while upgrade of
Remedy
Experienced in Migrating Foundation Data and transaction Data or appending data us ing Data
Management Tool & Data Wizard
Understanding of Filter/SQL/API loggings, configuration files (ar.cfg & ar.conf)
Functional knowledge in Integration of Remedy server and application with third party tools like
Light Weight Directory Access Protocol, ARDBC plugins
Performing Beta Testing for ITSM New Release IT Service Management 8.0/Service Request
Management 8.0
Web based Report Generation in ITSM
For non standard solutions, build functional requirements definition and use cases as input into customization requests
Document definitive designs in sufficient detail for execution by the technical implementations team
Drive and assist the account team to obtain consensus and signoff of specified data and agreement to the design
Through transition, until steady state is achieved, provide support on the accuracy and integrity of
the design and data collected. Support is provided to Technical Implementations team, UAT Testers, Training and
Operations.
Experience ITIL process and/or operational support in the areas of Service Desk, Incident, Problem,
Change, Asset & Configuration, Service Level and/or Service Request Management ITIL v2 or
v3 Foundation certification
Applying Hotfixes/Raising RFE’s
Managing Remedy on Demand Environment based on SaaS for customer. Ensuring
appropriate coordination with Operations Team for ROD
Technical Skills:
OS: Windows,Unix
Database : SQL/Oracle
Tools/Applications:
SRM 8.1, 8.0, 7.x (7.6, 7.6.03, 7.6.04), 2.x, 1.x
ITSM Process Designer 7.6.04 SP2/8.0
ITSM Suite Remedy INCIDENT/PROBLEM MANAGEMENT 7.x, CHANGE MANAGEMENT 7.X, Asset
Management
ARS 7.x, 7.6.x, 8.0,8.1
MID TIER 8.1,7.x,6.3
Remedy Migrator, Delta Data Migrator,Data Wizard, Developer Studio, Abydos 7.6.04/8.0
Remedy On Demand 2010.01/02, 2011.01/02,2012.01
Environment: SRM 8.x,7.x,2.x ITSM 8.x,7.x,6.3,ARS 8.x,7.x, Mid Tier 8.x, 7.x,,6.x,Windows 2003,
2008,Linux,Solaris,SQL 2005,2008,Oracle 8i,9i,10g,11i
MphasiS an Hp Company
Designation :Software Engineer
Duration – 3.6 years
Managed entire AR System development lifecycle within multiple environments.
•
Provided Remedy User Profile management support, duties included user creation, support group
•
assignments, profile updates, and user license management.
Performed daily administrative tasks for streamlined and appropriate incident assignments.
•
Assisted in developing ITIL best practice business processes for Remedy operations.
•
Reviewed and updated Remedy assignment structure for streamlining and efficient use of ITSM
•
.SRM 2.x administration/Requestor Console 1.x
Customized ITSM Incident Management Application 7.0 to implement modifications required
•
Reviewed and revised all ITSM applications as needed to work properly as based on business needs.
•
Trained staff on best processes usage of ITSM Service Desk Application
•
Involved in migration of definitions and data using Remedy Migrator, import, export tools from
•
development to production system.
Maintained the Remedy Email Engine and the Mail log.
•
•Remedy Application Performance and Tuning
•Remedy Server Performance Tuning and maintenance.
•Integration with LDAP, Active Directory.
Environment: Remedy ARS 7.x, ITSM 7.x, SRM2.x, Remedy Migrator 7.x, Windows 2000/XP, MS SQL Server 2000,
Other Previous Companies:
IonIdea Enterprise Solutions, Bangalore (May 2006 – Sep 2006) Hewlett Packard Global
soft, Bangalore – (Jan 2005 – Mar 2006)
Wipro Ltd – (Nov 2003 – Dec 2004)
Personal Details:
Nationality Indian
Gender Male
Linguistic Preferences:
English
1.
Hindi
2.
Other Achievements:
Cleared Indian Army SSB interview conducted by UPSC in 2002.
1.
Represented Kanpur zone in Quizzing.
2.
Got first Prize in trekking in NCC Camp.
3.
Played State Level in Badminton.
4.
SPOT award in MphasiS in 2007
5.
Wall Of Fame honour in BMC in Jan 2012.
6.
Declaration:
I here by declare that the above details are true and fair to the best of my knowledge.
Place:
Chennai Rajesh Kumar
Contact this candidate