Management Service

KRITY KUKREJA

***** ********* ** ********,***** 469-***-**** ************@*****.***

Experience Summary

ITSM Consultant with 9 years of experience in ITSM,BMC Remedy, CMDB, BMC Analytics, SAP Business Objects and Database.

Worked in all phases of Project Development including Requirement Analysis, Designing solutions, Coding, Unit testing, walkthrough with customers and Support.

Domain Expertise in Retail, Utilities and Telecom Applications.

Trained in Service Now.

Improved performance and efficiency of the product by reducing the workload.

Customary to Service Management, Incident Management, Problem Management and Change Management, Release Management and Knowledge Base SLM, Known Errors, SRM, Asset Management and Configuration Management Database (CMDB), with strong skills in BMC Remedy Tools like ARS/ITSM to implement and customize as per the business requirement.

Proficient in providing Solutions, process Improvement, BMC Remedy Development and Customization, Configurations and Project Management.

Experience in Reports and Database.

Technical Expertise

Technologies: BMC Remedy 8.x, ARS Workflows and Customizations, ITSM Framework 7.x, ITSM 7.6.04 Implementation(Incident management, Problem Management, Change Management, SRM, Known Errors,Knowledge Base, SLM, Asset Management), CMDB, ITIL, SAP Business Objects BO XIR3.1, BMC Analytics, Service Now.

Application Server :Application Request Server (ARS)

Database Technologies :SQL Server, Pl/SQL, RDBMS, Oracle

Operating System : Windows, Unix-Linux

Internet Technologies: Web Services, HTML,JSP,SOAP, XML, Java Script

Reports – SAP Business Objects Reports, BMC Analytics.

Testing/QA: Manual Testing, HPQC

Network Tools – VPN, Winscp, Putty

Microsoft Applications: Windows SharePoint Services 3.0, MS Office XP Professional

Industry Knowledge: Utilities, Retail/Professional Services,, IT, Telecommunications

Languages : Java, JDBC, VB.Net

TRAINING/CERTIFICATIONS

BMC Remedy 8.1 Administrator Certification

ITIL V3

Service Now

CAREER IN SUMMARY

Company/Clients

Key Positions

When

Southern California Edison

ITSM Consultant

April 2015- Present

7-Eleven,Inc (Wipro Technologies)

BMC Remedy ITSM Consultant/Team Lead

Nov 2011 – April 2015

Telstra Communication(Infosys)

BMC Remedy ITSM Consultant/ Senior Developer

April 2008 – Nov 2011

EMPLOYMENT HISTORY

Southern California Edison, Irwindale, California

ITSM Consultant April 2015– Present

This is an ITSM Implementation Project.

Technologies Used: BMC Remedy ARS 8.0, ITSM 8, NetAsthra, SQL Server 2008, ITIL Process

Consulted ITSM implementation Project for modules Incident Management, Problem Management, Change Management, SRM, SLM, Foundation Data and CMDB.

Proposed valuable solution for enhancements.

Validated of the code and Service Level Agreements.

Proposed the Best Practices for the organization.

Configured Service Targets, SLM

Consulted for the tool to use best practice and Enhancements which are required.

Worked on IT Compliance activities for Security of the Organisation by reviewing the CRQ’s.

Consulted for the Implementation of Assets and CMDB Customizations and Configurations for a secure NERC CIP Project.

Loaded CI's in CMDB using manual one time load and ADDM.

Proposed Best Practice and valuable solution for Service implementation.

Created Reports based on the business Requirement that includes building of complex queries.

Organized meetings and workshops with Client for Requirement Gathering Design and all other Phases.

Code Analysis of the Remedy workflow using the Remedy Developer Studio 8.0.

Use of Workflows i.e. Active Links, Filters, Escalations, Forms, Active Link Guides, Filter Guides.

Customization and Configuration for development activities within three main environments: Development environment (DEV), Development server used as a Training environment (Training), Acceptance server used as a User Acceptance Testing environment (UAT) and Production server Used as a true production environment

Following standards for enhancements to the BMC ITSM Management by exercising Industry standards development efforts best practices, which include the following topics:

Remedy Customisations.

Design considerations and fundamentals

Change and Code management practices

Directory Structuring and Naming conventions

BMC specific Overlays

Involved in Remedy bugs fixing by working through the Requests and fixing the issues using the backend workflows.

Liaising with the Product Vendors (BMC) and Professional Services team and escalating the defects and enhancement requests

Worked with the Project team to assist in detecting, analysing, troubleshooting, resolving the issues.

7-Eleven, Dallas, Texas (Wipro Technologies)

Consultant /Team Lead Nov 2011 – April 2015

This is an ITSM Implementation Project that includes installation, Configuration, Administration and Customizations of ITSM modules.

Technologies Used: BMC Remedy ARS7.6.04, ITSM 7.6.04, SAP Business Objects, BMC Analytics, Service Now, SQL Server 2008, ITIL Process

Responsible for end to end delivery for implementation of Incident Management, Problem Management, Change Management, Known Errors, SLM, Foundation Data and its Integration using ARDBC LDAP.

Completed Requirement Gathering and Analysis with the client, proposing valuable solution fir implementation.

Prepared consolidated Requirements Specifications, Functional Design Specifications for Remedy ITSM 7.6.04

Developed, Implemented and Customized the Remedy workflow using the Remedy Developer Studio 7.6.04

Automated Foundation Data using creation of Workflows i.e. Active Links, Filters, Escalations, Forms, Active Link Guides, Filter Guides, Creating of Vendor Forms.

Configured Service Targets.

Implementations of Security for remedy Application using Customization.

Focused around the following activities:

Customisations

Server configuration

Performance configuration

Architecture consultation for a three tier environment for the QA and Prod server groups

Foundation data loads

Interface with LDAP for Active Directory.

In-depth analysis of complex server and workflow related issues

Establishing file naming conventions and revision control practices

Troubleshooting and performing root cause analysis during ‘stand-up’ efforts of the environments.

Analysis and configuration of ITBSM (IT Business Service Management)

User, Group, and Account configuration and administration within a Multi-Tenancy environment

Integrated custom workflow to interface with the OOTB record process of LDAP transformation feeds for user accounts

Contributed to multi-tenancy requirements in order to meet business requirements

Performed Data Management transformation configuration, administration, and troubleshooting efforts for user accounts into all three environments

Performed in-depth, backwards engineering efforts of, OOTB (Out Of the Box) workflow, down to the syntax level.

Installation and Configuration for steward development activities within three main environments: Sandbox server used as a development environment (DEV), Development server used as a System Integration Test environment (SIT), Acceptance server used as a User Acceptance Testing environment (UAT) and Production server Used as a true production environment

Automated Assignment Groups using Product Categorization Tiers.

Supported Remedy ITSM application 7.6.04, troubleshooting and fixing the issues related to Incidents, Problems, and Change Requests within the given SLA timings.

Managed to fix Remedy bugs by working through the Problems and Change Requests and fixing the issues using the backend workflows.

Resolved the Foundation Elements issues related to Support Groups, People, Locations, Sites and Product/Operation Catalogues.

Performed Remedy ITSM Administrative functions such as Configuring application rules, People accounts, CIs, Product/Operational Categorizations, Group/individual assignments, Approvals, Notifications etc.

Worked on incident triage from initiation to closure

Troubleshoot, debug & resolve Production application issues for Remedy ITSM Suite

Coordinated with the clients, multiple vendors and BMC with regards to the issues and conducted WebEx to gather more details on issues

Access users’ requests and providing the right permissions

Root Cause Analysis of the problems

Coordinated with the Project team to assist in detecting, analysing, troubleshooting, resolving the issues

Created Reports based on the business Requirement that includes use of creating filters and complex queries.

Installed of SAP Business Objects and BMC Analytics.

Configured the Analytics Server for Reporting and Developed Business Critical Reports from BMC Analytics.

Organised meetings and workshops with Client for Requirement Gathering Design and all other Phases.

Prepared the Documentation.

Developed the Complex Reports using Oracle, PL/SQL-using Cursors, Triggers, Procedures and Functions, which are not created directly using Business Objects.

Generated and scheduled various types of Reports through Analytics Business Objects.

Achievements: Got several appreciations from Client, Manager and the team members on my work performance.

Telstra Communication, Australia (Infosys)

Consultant/Senior Software Engineer April 2008 – Nov 2011

This project is a Ticket Management Tool for creating automated tickets for Telstra customer

Technologies Used: BMC Remedy ARS7.1, ARS 7.5, ITSM 7.5, CMDB, BMC Analytics, SAP Business Objects, Oracle

Successfully Implemented Serialization and Parallelization of notification sent to consumers by analysing the requirements, making high Level Document and Detailed Level Design, Coding, Unit and Integration Testing.

Worked on the following activities:

Handled Customisations independently and with collaboration with Team.

Integrated custom workflows to interface with the Out Of Box process.

Configured Servers

Foundation data loads

Created Interface with LDAP for Active Directory.

Troubleshooted and Performed root cause analysis during ‘stand-up’ efforts of the environments.

Performed Data Management transformation configuration, administration, and troubleshooting efforts for user accounts into all three environments

Worked on Production Support defects for supporting the Application and improving Server Performance.

Generated various types of Reports through Analytics Business Objects, creating new Reports and solving different kinds of defects in Business Objects.

Worked on ITSM Suite- Incident Management, Problem Management, Change Management, Known Errors and CMDB.

Used ADDM for Auto Discovery and manual loaded CI's through Atrium Integerator

Worked with Incident Management and provide the finest solution with in stipulated SLA

Worked on IT Operation Management and Production Support and fixed OOTB bugs with Incident, Problem, and Change & Known error modules and to work on customizations and to perform application performance tuning.

Managed Problem Management Team also to provide technical assistance. Understand how BMC support team works as Liaised/coordinated with BMC for certain trouble shooting activities.

Implemented integration of different Remedy Application.

Worked on creation of different Reports using SAP Business Objects.

Worked on already implemented CMDB, Customization and Configuration of Classes and CI’s, Reconciliation Jobs, Asset Management, Importing of Assets.

EDUCATION

Post Graduate Diploma in Information Technology, Symbiosis Centre of Distance Learning, Pune (2009-2011).

Bachelors of Technology in Computer Science, Kurukshetra University, Kurukshetra (2003-2007).

REFERENCES: Available upon request

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