Management Service

CAREER OBJECTIVE:

Looking forward to a position in a challenging & creative work environment that harnesses my technical skills & knowledge while contributing significantly to the organization.

EXPERIENCE SUMMARY:

BMC Remedy Professional with Masters in Computer Application.

Having almost 4 years of experience in the field of ICT that includes development and enhancement of various software applications.

Hands-on experience with BMC Remedy Tool and its Application Platform Core Workflow.

Experienced in management of all phases of the application lifecycle and best practices of software design within a large organization. This includes Requirement gathering, Design, Installation, Development, Testing (application code and user acceptance), and Deployment.

Skills in Remedy 7.x and 8.x design/development, including ARS Mid-Tier, Alerts, Email, Web Services, APIs, LDAP etc.

Undergone training on OneTM Remedy Tool with a detail insight on various Architecture and Interfaces and holds a thorough understanding of OneTM Remedy Architecture.

Developed/enhanced various customized Applications.

Hands-on experience on Bug fixing.

Performed UAT, OAT as well as functionality testing as a tester for different customers.

Experienced in Data Import.

Automated B2B Report for all customers.

Excellent troubleshooting skills when it comes to identifying and resolving issues that arise within an application.

Having knowledge of ITSM Platform–Incident Management Module.

Experienced in creating documentation and leading training sessions, consultation and technical advice to clients and end users

Experienced in maintenance (performance monitoring & proactive problem solving).

Experienced with Remedy on SQL and on Windows environments.

A keen learner who always wants to learn new tools & technologies.

TECHNICAL SKILLS:

Programming Languages

Basic knowledge of JAVA

Databases

Oracle, Microsoft SQL Server, MySQL, MS Access

Tools

BMC Remedy7.x ARS, BMC Mid-tier 7.x, BMC Migrator tool, BMC Email Engine, Developer studio.

Knowledge of ITSM (Incident Management, Change Management, Problem Management), Fiddler.

Basics of WFM.

IDE

Eclipse

Application, Web server

Tomcat

Operating Systems

MS-DOS, Windows XP/NT/2003/2008, UNIX, Ubuntu

Others

Basics of scripting in Linux and basic commands of Linux, Shell Scripting

PROFESSIONAL EXPERIENCE:

1.Manyavar – Ethnic Store – North Brunswick, NJ

Designation: Store Manager

January 2016 to Present

2.Ericsson India Global Services Pvt. Ltd, Gurgaon, India

Designation: Solution Integrator (Customization and Enhancement/BMC Remedy)

December 2013 to July 2015

Responsibilities:

Development and enhancement of customized application based on BMC Remedy ARS 7.1 and 7.6 SP2 depending on client's requirement and ensuring the application is running up efficiently.

Provided the RCA of escalated issues for Remedy Based production environment.

Experienced with Remedy on SQL and on Windows environments.

Technical SPOC for customers for solving their issues in Production environment.

Dealt with many Customers’ escalations in respect to support issues within the SLA

Experienced in the management of all phases of the application lifecycle and best practices of software design within a large organization. This includes Requirement gathering, Design, Installation, Development, Testing (application code and user acceptance), and Deployment.

Experienced in maintenance (performance monitoring & proactive problem solving).

Bug Fixing and Solving issues.

3.SSP India Pvt. Ltd, Gurgaon, India

Designation: Test Engineer

December 2012 to December 2013

Responsibilities:

Analyzing and understanding business requirements/enhancements and preparing comprehensive test scenarios and test cases to achieve desired coverage.

Estimating testing tasks effort.

Test cases development and execution.

Performed defects tracking and retesting.

Created daily status report for the preparation and execution phase.

Sending weekly KPI (indexes) report.

Preparation and execution of test cases for various types of testing i.e. Functional, Regression, Integration & System.

Attended walkthroughs of functionalities conducted by Business Analysts.

Prepared functionality related documents.

Projects Undertaken in Ericsson Global Services

Project 1

Automation Of B2B Reports

Period

December 2013 – February 2014

Description

B2B Reports for customers were extracted to monitor the accuracy and efficiency of transaction flow. This was all done manually by using certain forms. The reports were henceforth used by the higher level managers to check for errors in transaction flow and calculate the statistics.

Role

Developer/Tester

Automated the process of extraction of B2B Reports for all Customers

Reports were extracted in a single click

Environment

BMC Remedy 7.x / SQL

Project 2

BMC Remedy Incident Management Customization and Support

Period

March 2014 – September 2014

Description

The aim of the project is Customization BMC Remedy Service Desk (Incident Management) out of box and Support after Live.

BMC Remedy Service Management is an innovative service management platform built natively for Trouble management. The Project involves a web based order management and delivery system offering. Integrated communications solutions and services to global enterprises. And handles all the business and technical processes involved in managing each customer order till service configuration and activation.

Role

Implemented various customizations for Remedy out of box Service Desk Application after Live

Customized Incident management for the client as per the new requirements after Service desk gone “Live”

Various issues came such as increase the size of SQL replication at the SQL level

Various customizations in the Change request workflows as requested by the client as per new requirements

Writing various workflows as per the new requirement design

Testing of various modules to make sure functionality is bug free.

Environment

BMC Remedy 7.x

Project 3

Customer Experience Assurance

Period

October 2014 – December 2014

Description

Ericsson Customer Experience Assurance is a real-time, end-to-end big data analytics solution that is telecom-ready. It is designed specifically to be telecom-ready, based on deep network expertise, superior insights, and closed-loop integration with our leading OSS/BSS portfolio, enabling operators to capture new opportunities, improve customer experiences and drive new revenues. These capabilities are available as part of Ericsson Expert Analytics.

Role

Developer & Tester

Environment

BMC Remedy 7.x

Project 4

Ericsson Resolution (OneTM)

Period

January 2014 – July 2015

Description

Ericsson Resolution is a Trouble Management Solution developed for a summit program. The solution gives operational centers a complete control over their process of handling network problems. Resolution supports all stages in the problem handling process from receiving a trouble ticket, initiating resolution actions, and resolution progress tracking, to planning actions to secure future stability of the service. Ericsson Resolution also provides a solution for the change management and maintenance request management.

Role

Developer / Integrator / Tester

Environment

Tomcat, BMC Remedy 7.x

Projects in OneTM

Development in Remedy: R25, R26, R27, R28 release for the RFS's (Request for Services)

Notification to External Users

B2B Interface Improvement

Automate Customer Configuration

Auto Closure of Tickets/Work order

E-Mail notification to users

Import Tool Functionality

Deployment Release Project: R25, R26, R27 & R28

Server Group Configuration

Customer configuration for manual trouble ticket and change request creation for customer

Interface Specific code for different customers as per the requirement.

Highlights

Did numerous customization projects on OneTM tool which are Remedy based.

Planned and led the implementation that allowed Integration between different tools and Remedy application using web service integration

Provided performance tuning to ensure applications run at optimum levels.

Created test plans for multiple Remedy implementations to provide customers a means to confirm software changes had not introduced new problems and to verify functional specifications are met.

Understanding/Maintaining all the production environments

A part of deployment team for deploying many complete release (comprised of many CR's and RFS's) in the production system

Designed, developed and implemented enhancements and bug fixes in production environment coordinating with various customers to get the work done.

Performed functionality testing and bug fixing.

Extracted reports of customer to monitor the efficiency and accuracy

Project Undertaken in SSP India Pvt. Ltd

Project

Sirius for Brokers and Back Office

Period

January 2013 – December 2013

Description

Sirius for Brokers is a complete software solution, designed specifically for the retail or wholesale P&C insurance broker. It has the capability of taking care of all your IT requirements. Sirius for Brokers is the ultimate business tool - and you can't afford to be without it in an ever-changing market.

Sirius for Brokers is incredibly clever, yet unbelievably simple to use and, once installed, will run your entire business.

Role

Test Designer & Manual Tester

Environment

VB. Net and Windows 2003 with SQL Server 2005 as Back-End

EDUCATIONAL QAULIFICATIONS:

S.No

Degree / Examination

Board/University

1

Masters of Computer Application

2010-2013

Banasthali University

Jaipur, Rajasthan

India.

2

Bachelors of Computer Application

2006-2010

Banasthali University

Jaipur, Rajasthan

India.

ACHIEVEMENTS:

Got Fast and Flawless Award for the fast and flawless delivery of many Releases (R25, R26 & R27) of OneTM in Ericsson.

Received recognition for automating the extraction of B2B Reports of customers.

Received Rockstar Award in Ericsson for excellent delivery of service to customers.

Actively participated in Confluence – Technical Fest at Ericsson Global.

Received a huge amount of appreciation from customers for excellent delivery of service.

Won the Best Performer for consecutive 3 months in SSP India Pvt. Ltd.

Won accolades in various competitions in college and school.

Awarded for active participation in the Entrepreneurship Week 2010 Collaboration with National Entrepreneurship Network at college level.

COMPETENCIES:

Combine patience, determination, and persistence to troubleshoot client issues

Skilled at evaluating options and generating solutions

Strong problem-solving and analytical skills

Troubleshooting equipment or situations

Ability to work on multiple projects at the same time

Dynamic, result-oriented and problem solver

Enjoy working as a team member as well as independently

Contact this candidate