Sanjeeva Naidu G

626-***-****

ad4rj2@r.postjobfree.com

Professional Summary

Over 19 years of software analysis, design, development, and test experience which includes 14 years of development experience with Remedy ARS 5.x/6.x/7.x/8.x,9.x,20.02,BMC Helix 21.03

An Information Technology Engineer with strong skills in BMC Remedy Tools like ARS/ITSM/SRM to implement and customize the Best Practices as per the company's requirement.

A keen planner & strategist with expertise in handling projects for improving efficiency to meet the deadlines as per requirement.

Proactive Attitude towards any assignment, strong power of expression & a TEAM player.

An Information Technology Engineer with strong skills in BMC Remedy Tools like ARS/ITSM/SRM to implement and customize the Best Practices as per the company's requirement.

A keen planner & strategist with expertise in handling projects for improving efficiency to meet the deadlines as per requirement.

Proficient in BMC Remedy IT Service Management (ITSM 8.1,9.1) Out of Box Application and Customization.

Proficient in BMC Remedy Service Request Management (SRM) Development and Customization

Designed, developed and generated reports using AR system and Crystal reports and integrated them with BMC Remedy

Proficiency in delivering Corporate Training

Delivered Corporate Training on AR System 7.5 and 8.0 and ITSM (Service Desk)/ Change Management and Service Request Management for our various clients like L&T, IBM Bangalore

Involved in Remedy Code migrations across different environments.

Very good understanding and knowledge of ITIL v3 Foundation. And ITIL certified.

Well versed with BMC's Best Practices to be used for the implementation of ITSM suite.

An effective communicator & a team player with strong analytical, logical, problem solving abilities.

Prepared User Guide documents in order to train the L1 teams.

Ensure process compliance with business and quality improvements to improve customer satisfaction.

Proficient in Foundation Data Configuration and Process Configuration of BMC ITSM

Application,

Proficient in ITSM Out of Box Process Configuration and Customization.

Worked on Upgrade and Migration project.

Specialties: Providing Consulting for the roadmap implementation of BMC Remedy.

Installation & Configuration of BMC Remedy AR Server 6.x to 7.6.04.

Installation, Configuration & Customization of BMC Remedy ITSM Applications.

Upgrade & Migrate BMC Remedy AR Server, ITSM Application and Data from one version to another

Professional Skills

Remedy Domain BMC ITSM 8.1x, 9.1X, 7.6x,8.1x, BMC SRM 7.6,8.1 x and 9.1 x,SRM 2.1, Patch upgrading, BMC Migrator, BMC Remedy Import/export, Kinetic Request, Service Now, BMC Helix

Database MS SQL Server, MS Access, Oracle

Langages Java/J2ee, C, C++

Scripting Languages Java Script, XML,HTML

Operating System MS-DOS 6.x, WINDOWS 95/98/2000/NT/2003, LINUX

Reporting Crystal Reports, Remedy Reports

Certifications

ITIL v4 Certified

BMC Helix Admin Certified

Attend BMC Business workflow Training

Projects

Synergytechs

Project 3 SCE (Southern California Edison) Aug 2018 — Till Date

Solution Architect

Co Ordinating with BMC when ever issues happens with Kubernetes and Harbor pipeline issues for BMC Helix _On Perm Containerized solution

Migrating the Current BMC 20.02 production data to BMC Helix On Perm dev using BMC Helix Data Manager

Reconfiguring the existing customization to Progressive view to show in BMC Helix for SMART IT

Re design the existing customization of HRCM to BMC Helix Business workflows and BMC Helix Innovation Studio

Integrating BMC Helix Business workflows with Syntellect for creating cases through email, phone, voice mail

Created Custom View, Process and Rules in BMC Helix Innovation Studio

Retesting the existing integrations and customizations on BMC Helix

Application Server Molding Using BMC Discovery

Implemented Service Request Management (SRM) module (Including Service Catalogs and Service Mapping).

Conducted workshops with different work streams across the organization to gather the requirements for the services provided by those teams.

Delivered functional specification document for all service offerings with a “To - Be” process for Implementation of Service Request Management.

Customized Incident Management, Change Management and Work Order modules as per customer requirements using workflows.

Implemented Smart IT and MyIT(DWP) applications and customized Smart IT and MyIT(DWP) front end (Branding) as per client requirements.

Integrate Remedy service requests with third party applications (Chat Bot, Iginio, Server Build, Software Automation, Network, Firewall, IGAM, Vending Machine, Server Decommission, Splunk, SAP GRC) using Rest APIs and Web Services.

Integrated with 3rd party auto create Incident, Change using Rest API.

Built BMC Remedy Services for Azure and Google cloud to provisioned the application in the cloud platform

Created multiple catalog items that interfaces with CMDB to create and update CI’s along with adding new inventory locations.

Imported data into various BMC Remedy forms using Remedy Data Import and DMT.

Analyzed Server logs and worked with BMC to fix OOTB issues.

Worked as an onsite lead and conducted standup meetings (Followed Agile methodology).

Environment: BMC Remedy 20.02, BMC SRM 20.02, ITSM 20.02, Sql Server, BMC MY IT 18.11, Windows 2003,BMC Helix 21.3.06

Project 2 Exxon Mobil Jan 2016 — July 2018

Consultant

Created standard SRD’s and SRD’s with AIF (Complex SRD’s) in 7.6.04 and 9.1 using UCD principles.

Created 40+ Service Requests to accommodate different areas of the company like Law (Legal Hold – Asset Handling, Investigations Collections etc..), Infrastructure (Server Provisioning for Windows, Linux and Azure, Server Decommissioning etc..), Helpdesk (Password Reset, LAN group addition etc..), Network (Network Subnet Management, NW Identification and Registration, etc..), SharePoint Provisioning, Applications and Other service requests.

Customized the OOTB workflow within the BMC Remedy product suite (INC, PBM, CRQ, WO, AM and CMDB).

Created custom approval chains for SRD’s.

Created SQL views (View Forms) from linked servers to use the data from external systems.

Integrated SRM module with BMC Atrium Orchestrator (Work Order to BAO integration).

Integrated third party tools like Atlas, Infoblox with Remedy product suite.

Worked with BMC to fix OOTB bugs in SRM 7.6.04 and 8.1.

Good working knowledge of Agile Methodology and TFS (Team Foundation Server) for code management and Kanban.

Facilitated backlog grooming, sprint planning, sprint retrospective and daily standup meetings.

Integrated Splunk with Problem Management module (Uni-directional Bridge for creating problem tickets) via. webservices.

Designed a mechanism to get vendor feeds (Insight, XEROX, DELL) into the staging area and automatically create CI’s in CMDB along with relating contract information and support group information.

Used Remedy API plugin

Developed custom notifications (HTML) for Incident and Service Requests (Complex Major Incident notifications).

End to end testing of functionalities (IM, CM, SRM, PM, AM and CMDB) in 9.1 during the migration.

Published and Consumed Webservices for different integrations within and outside BMC Product Suite.

Installed and used APLRestfulARDBC plugin for integrations with external tools via. Rest API.

Environment: Remedy Action Request System 7.6.04/8.1/9.1, Remedy ITSMSuit7.6.04/8.1/9.1, SQL Server 2008 R2, Win 2008 R2

Project 1 SCE (Southern California Edison) March 2015 — Dec 2015

Consultant

Involved in the Requirements Gather

Integrating BMC SRM with SAP

Creating the Service Requests

Creating the Application Object templates

Creating the Process Definition templates

Creating the Incident/Change/Work Order templates based on the Requirements

Defining the SLA’s for Work Order, Incidents

Designing the Advance Interface Forms based on the Requirements

Defining the custom Approvals based on the Questions

Defining the Custom Assignments based on the Questions

Defining the Entailments

Environment: BMC Remedy 8.1, BMC SRM 8.1, ITSM 8.1,Sql Server, Windows 2003

HCL(Consultant) Jan 2012 – January 2015

Project 3 – Express Scripts

BMC SRM Implementation (Replacing PMG to SRM)

Customer Data gathering, data analysis, data sorting

Configuration of Foundation data

Service target creation and building

Product Catalog and operational catalogue design and implementation

Knowledge Transfer to the support team

Technical documentation for Data Loading

Implementing the Custom Approvals

Configuring the Email based Approvals

Configuring the Role based/CI/OPS and Prod based Approvals in the Change Management

Implementing the Custom Assignments

Implementing the Surveys

Implementation Auto creation of Incident/Change/Work Orders

Implementing the Standard SRD’s and AIF(Advance Interfaces)

Configuring the Navigations, Entitlements and Images

Preparing the test plan and test cases

Customization as per client's requirement.

Moving the code from one Server to Other Server(Code and SRD’s)

Configuring the Notification based on the Language

Customized the ITSM Application based on the user requirements

Involving in the Code Migration and ITSM System Changes

Estimating the timeline and Schedule the requirements

Migrating the code from Dev/Test/Prod

Make sure that code has been migrated properly

Preparing the migration doc/Test plan/Back up plan for the code migration

Handled a team of 10 people with offshore/onsite Model

Environment: BMC Remedy 8.1, BMC SRM 8.1, ITSM 8.1,Oracle Database, Windows 2003

Project 2 - SERVICE NOW Migration (Mttas)

Migration to Service Now from Remedy

Collecting the Foundation Data from Remedy to Service Now

Loading the Foundation Data Using Flat file

Configuring the SLA’s

Demo to the user

Prepare the test cases

Define the data sets to move the code to Prod

Configuring the Notification

Preparing the User docs for L1 Support

Environment: Service Now

Project 1 - Mtaas (Multi Tendency Environment) SRM Implementation

SRM Implementation for Honda, Kaplan

Customer Data gathering, data analysis, data sorting

Configuring the SRD’s(Standard/AIF)

Configuring the Navigation and Entailments

Designing the code for AIF’s

Configuring the SLA’s

Configuring the Approvals based on the Requirements

Preparing the test cases as per the Requirements

Involving the Code migration from One Server to Other Server

Demo to the end user

Environment: BMC Remedy 7.6, BMC SRM 7.6.04, Oracle Database, Windows 2003

Unisys India Oct 2010 - January 2012

Team Lead

SRM Upgrade from 7.1 to 7.6

Assigned as a Team lead to a Migration project

Involved in Project planning and estimations

Importing the Foundation Data Using DDM from Test Server to Dev Server

Importing the Code from Test to Dev Server Using the Migrator

Configuring the Navigation and Entailments in Dev Server

Importing the SRD’s(Standard and AIF’s) From test Server to Prod

Importing the Approvals from Test Server to Prod Server

Preparing the Test plan and Test cases

Importing the Notification From test Server to Dev Server

Importing the old tickets from test Server to Dev Server

Importing the SLA’s from Test to Dev Server

Preparing the User Doc for L1 Users

Environment: BMC Remedy 7.6, BMC SRM 7.6.04, Oracle Database, Windows 2003

CSC Nov 2007 – July 2010

Project 3 – VISA - Remedy Developer (Upgrade)

Enhancements and ARS 7.5/BMC ITSM 7.6 upgrade, BMC SRM 7.5

Assigned as a Primary Developer to a Migration project.

Attended customer meetings to understand their requirement on technical front.

Participated in Design Reviews, development, testing and migration activities and prepared implementation documents

Demonstrated ability to work with cross-functional teams.

Coordinated with onsite and offshore team as a Lead Developer

Migrated all the custom workflows and related data to an existing ITSM System from a custom built application using Remedy Migrator

Configured web services after migrating to new environment and tested the connectivity with all existing interfaces.

Worked closely with the testing team and fixed all the issues.

Prepared study documents to educate the users on how to use the old systems from a new environment.

Upgraded all the existing servers to 7.5 version

Environment: BMC Remedy ARS 7.5, BMC Remedy ITSM 7.6, SQL Oracle 9i, Windows 2003

Project 2 – VISA - Remedy Developer (BMC SRM Implementation)

Implementation of BMC SRM 2.1 replacing the New scale and ISO Web Forms and Customization of BMC ITSM 7.1 Application

Designed, Developed and configured several new Service Request Processes in BMC Remedy SRM 2.1

Created and Configured various kind of SRD’s, PDT’s, AOT’s and WOT’s based upon the Service requirements of the client.

Designed and created service processes to create Incident, Work Order and Change Management requests.

Involved in creating various Incident, Change and Work Order templates Support Groups,

Operational Catalog.

Configured various processes to drive the Approvals in SRM 2.1

Created and designed Advance interface forms(AIF) for new services request.

Configure approvals and assignments for SRM

Configuring Approval process and Mappings.

Identifying and configure roles associated with SRM.

Standard Interface Form (SIF) used for new services request.

Customized the OOB of both ITSM and SRM as per the Client Requirements

Environment: BMC ARS 7.1, ITSM 7.1, BMC SRM 2.1, Oracle, Windows 2003

Project 1 – WAMU - Remedy Developer (BMC Ars)

Implementing the Custom Application with Remedy

Leading the Team

Delivery.

Requirements gathering

Implementation the requirements based on the Requirements.

Customization the ARS OOB

Data configuration.

Testing.

Environment: ARS 7.1, Oracle, Windows 2003

SAIC (Internal) March 2007 - November 2007

Remedy Developer

Co-ordination with client for requirements gathering

Customization of Help Desk, Asset Management and Change Management

Configuration of SLA.

Configuration of Mid-tier.

Configuration of Email Engine.

Migration from Development server to Production server using Migrator.

Testing the application.

Environment : Windows 2003 Server, Remedy AR System 7.0, SQL Server 2000, Remedy Email Engine 6.3, Remedy Mid-tier, Remedy ITSP 4.0, Remedy Migrator 6.0

Satyam computers Sep 2005 - March 2007

Project 2 – Citi Group (Remedy Developer)

Co-ordination with client for requirements gathering

Customization of Help Desk

Development of Change Approval Process

Development of Child and Duplicate ticket work flows

Configuration of SLA.

Configuration of Mid-tier.

Configuration of Email Engine.

Migration from Development server to Production server using Migrator.

Testing the application.

Environment: Windows 2003 Server, Remedy AR System 6.3, SQL Server 2000, Remedy Email Engine 6.3, Remedy Mid-tier, Remedy Help Desk 6.0, Remedy SLA 6.0, Remedy Migrator 6.0

Project 1 – Invista (Remedy Developer)

Functional & Technical understanding of the requirement

Installation, Configuration and Implementation of the Remedy Helpdesk Suite

Customization of the Remedy Helpdesk Suite and Remedy Mid-Tier

Configuration of the Remedy Email Engine

Creation of various helpdesk components like Forms, Active links, Filters, Escalations, Menus, Applications

Remedy Server administration including backup and recovery

Generation of reports

Unit / System Testing

Environment : ARS 6.3, Helpdesk 6.0, Midtier, Java API, SQL Server 2000, Oracle 8i PL/SQL, Windows 2000

Education:

Bachelors in Computer Application, India

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