16+ Years of Experience in IT Service Management
Resume:
NAME: Sriram Pappagudi Mani
PROFESSIONAL SUMMARY
·Over 16 years’ experience in the Software Industry.
·Presently working as Senior Systems Engineer for TE Connectivity.
·Total experience on the REMEDY ARS platform 12+ years which includes versions 4.5.1, 5.x, 6.x and 7.6.04.
·2+ Years of Experience in Service Now Integration using REST API.
·2+ Years of Experience in Requirement Gathering, Designing and driving Service Now Enhancements in Service Catalog and Service Now Survey Module.
·Specialist in ServiceNow Service Portal, Service Catalog and Web Services Integration.
·Around 2+ years’ experience in developing applications using Java, JDBC, JFC & Oracle.
·Experience in all Life Cycle phases including requirement analysis, system design, development, implementation and testing.
·Sun Certified Java Programmer (SCJP)
·BMC Certified for Administering BMC Remedy Service Desk & BMC Remedy Change Management 7.x
·BMC Service Request Management (SRM) 7.6.04
·ITIL v3 Foundation Certified.
·Service Now Certified System Administrator.
EDUCATION
POST GRADUATE DIPLOMA IN COMPUTER SCIENCE, SSI Ltd., 1998
BACHELOR OF SCIENCE, PHYSICS, Bharathidasan University, 1994
Projects:
Special Projects Handled in TE Connectivity:
Service Now Ticket Search Portal
Client
TE Connectivity
Role
Project Lead
Organization
TE Connectivity
Duration
6 Months
Team Size
4
Environment
Software
Tomcat Web Server with Java Servlets, Java REST API, IIS, Active Directory and JSON.
Project Description
This search portal was designed to help Managers, Team leads and Directors in different departments to view tickets created by their team members to follow up on the status of the Request/Incident from time to time. The access to the portal is restricted only for the Top Management based on Active Directory Security Groups.
Service Now Project Survey Implementation
Client
TE Connectivity
Role
Project Lead
Organization
TE Connectivity
Duration
6 Months
Team Size
6
Environment
Software
Service Now with MySQL DB as Backend.
Project Description
Service Now Implementation of Project Survey.
Working on the Requirement, Customizations, Testing and Bug Report.
New Module called Project Survey Implementation was created as per the Client Requirement.
The First Phase was manual triggering of Project Implementation Surveys, the Second Phase was auto triggering of Project Surveys as soon as the Project Enhancement Request is completed.
The Third phase would be integration of Project Surveys with TEIS Projects using Web Services.
Service Now IPC Application Implementation
Client
TE Connectivity
Role
Project Lead
Organization
TE Connectivity
Duration
Implementation Completed
Team Size
6
Environment
Software
Service Now with MySQL DB as Backend.
Project Description
Service Now Implementation of Incident, Problem and Change Management.
Working on the Foundation Data of Users, Location, Building and Support Groups.
Designing the Process of Incident, Problem and Change Management.
Implementation of all the Major Enhancements for Incident, Problem and Change Management.
Service Now Service Request Management Implementation
Client
TE Connectivity
Role
Team Lead
Organization
TE Connectivity
Duration
Implementation Completed (8 Months)
Team Size
6
Environment
Software
Service Now with MySQL DB as Backend.
Project Description
Service Now Implementation of Service Request Management
Working on the Service Catalog Design.
Designing the Process flow for various SRDs based on Client Requirements.
Implementation of the Process Flow for various departments as per the requirement.
Service Now Integration Implementation
Client
TE Connectivity
Role
Team Lead
Organization
TE Connectivity
Duration
Implementation Completed (12 Months)
Team Size
6
Environment
Software
Service Now with MySQL DB as Backend.
Project Description
Service Now Web Services Integration using REST API.
Service Now Web Services Integration using SOAP API.
Service Now with SAP Integration.
Service Now with Business Objects, Qlick View and Cognos.
HP Service Anywhere Application Implementation,Support & Enhancements
Client
TE Connectivity
Role
Team Lead
Organization
TE Connectivity
Duration
6 Months
Team Size
3
Environment
Software
HP Service Anywhere & REST API Integrations and with Mongo DB as Backend.
Project Description
HP Service Anywhere Implementation, Support and Enhancements.
Building SRM Offerings as per the Requirement.
Building Advanced Customized SRDs as per the requirement.
Remedy Application Support & Enhancements
Client
TE Connectivity
Role
IT Systems & Software Admin
Organization
TE Connectivity
Duration
34 Months
Team Size
3
Environment
Software
Remedy ARS Server 7.6.04 & Remedy ARS Server 7.6.04, Apache Tomcat Web Server 6.0,Remedy User and with Oracle 11i as Backend
Project Description
·Remedy Application Support with Remedy ARS 7.6.04 with Home Grown Customized ITSM Modules.
·Building New Applications as per the requirement.
·Building Advanced Customized Applications as per the requirement.
Remedy Application Support & Enhancements
Client
HR Operations Team
Role
Team Lead
Organization
TE Connectivity
Duration
12 Months
Team Size
3
Environment
Software
Remedy ARS Server 7.6.04 & Remedy ARS Server 7.6.04, Apache Tomcat Web Server 6.0,Remedy User and with Oracle 11i as Backend
Project Description
·Customized Remedy Applications for HR called Case Management Tool(CMT)
·Building the Core Application Modules like Ticketing, Categorization, Security and Administration.
·Administration and maintenance of the application.
Remedy Application Support & Enhancements
Client
Express Scripts Inc.
Role
Associate Consultant
Organization
HCL Comnet Systems & Services Ltd
Duration
13 Months
Team Size
6
Environment
Software
Remedy ARS Server 7.6.04 & Remedy ARS Server 7.6.04, Apache Tomcat Web Server 6.0,Remedy User and with SQL Server as Backend
Project Description
·Remedy Application Support with ITSM 7.6.04 with SRM 7.6.04.
·Building New SRDs with Basic configuration.
·Building Advanced Customized SRDs with the AIF (Advance Interface Form) Templates.
Remedy Java API Ticketing Tool
Client
Credit Suisse
Role
Remedy Java API Developer
Organization
Encora Technologies Pte Ltd
Duration
6 Months
Team Size
1
Environment
Software
Remedy ARS Server 7.x & Remedy ARS Server 6.0,Remedy Java API 7.x, Apache Tomcat Web Server, JDK 1.5.0, Remedy User and Remedy Midtier with Oracle as Backend
Project Description
·Customized Web Based Java API Tool to help the end user in raising Incident Tickets to the Remedy Admin Team.
·Standalone Automated Java API Tool to raise test tickets for testing Email Delay in the Incident Management System.
·For the bulk deletion of ITSM6 Users who have left the Organization.
Remedy Application Administration
Client
Credit Suisse
Role
Remedy Application Administration
Organization
Encora Technologies Pte Ltd
Duration
47 Months
Team Size
5
Environment
Software
Remedy ARS Server 7.x & Remedy ARS Server 6.0,Remedy User and Remedy Midtier with Oracle as Backend
Project Description
Remedy Application Administration which consists of Support, Administration and Testing.
Remedy Customer Satisfaction Survey – REMCS
Client
Credit Suisse
Role
Administration and Maintenance
Organization
Encora Technologies Pte Ltd
Duration
47 Months
Team Size
5
Environment
Software
This Tool is built with Perl Script with Remedy Perl API
Project Description
Configuration and Maintenance Remedy Customer Satisfaction Survey for Incident Management and Change Management System.
Support Information Tool – SIT
Client
Credit Suisse
Role
Administration and Maintenance
Organization
Encora Technologies Pte Ltd
Duration
47 Months
Team Size
5
Environment
Software
Support Information Tool is a web-based tool which is built with ASP and JavaScript in the Frontend with Oracle as Backend
Project Description
1.Creation of Objects, Support Groups and Support Accounts.
2.Maintenance and Administration of Objects and Support Groups from the Frontend and Backend.
Vista-Plus – Uploading & Publishing Report Tool
Client
Credit Suisse
Role
Administration and Maintenance
Organization
Encora Technologies Pte Ltd
Duration
47 Months
Team Size
5
Environment
Software
Vista-Plus is a web-based/windows tool which is used for uploading and publishing reports with Oracle as Backend.
Project Description
1.Creation of User Accounts, Groups, Restoring & Linking Reports and setting up Smart Alarm.
2.Maintenance and Administration of Online and Offline Report Volumes.
Remedy Application Administration
Client
Spansion
Role
Remedy Developer
Organization
HCL Comnet Systems & Services Ltd.
Duration
6 Months
Team Size
3
Environment
Software
Remedy ARS Server 5.1.2, Remedy Administrator, Remedy User and Remedy Midtier with SQL Server 2000 as Backend
Project Description
Remedy Application Administration which consists of Support, Administration, Enhancements and Development which includes Remedy Help Desk, Change Management, Web Development and Integration.
Remedy Application Upgrade
Client
World Bank
Role
Remedy Architect
Organization
Satyam Computer Service Ltd.
Duration
7 Months
Team Size
3
Environment
Software
Remedy ARS Server 4.0, 6.03, Remedy Administrator, Remedy User and Remedy Midtier. Remedy Migrator & Remedy Developer Plus with ORACLE as Backend
Project Description
Remedy Application upgrade where applications where ported from 4.0 to 6.0.
Since there were lots of Work flow changes, application was recreated in 6.0
Documented all the Custom Work Flows using Remedy Developer Plus and ported all the applications step by step with reference to the Documentation prepared.
Ticketing Management System
Client
Unilever Ltd
Role
Project Leader
Organization
IBM
Duration
12 Months
Team Size
5
Environment
Software
Remedy ARS Server 5.1.2, 6.03, Remedy Administrator, Remedy User and Remedy Midtier. ORACLE as Backend
Hardware
IBM PC (Pentium)
Project Description
Ticketing Management System is using Remedy for the Request Management. They utilize Remedy to assist their Customer to log on the Problem Request and to effectively answer those questions and close it or to reassign the request to related experts.
Problem Management System
Client
ICICI Global Ltd., Bangalore.
Role
Team Leader
Organization
ICICI One Source Ltd.
Duration
12 Months
Team Size
5
Environment
Dbase:
Ms-SQL SERVER 2000
Tools:
Remedy Helpdesk 5.01.02, Mid-tier,
Crystal Report -10
Operating System:
Microsoft windows 2000
Project Description:
PMS is a web-based portal developed for E-Governance. The client can request for various Services through web like “Request for an Application”, “Request for Access to Database/Server”. Once the Request is created in the portal, the System will generate the tasks that are required to complete the Request.
Service Requisition System
Client
Sun Micro Systems
Role
Module Leader
Organization
ICICI One Source Ltd.
Duration
6 Months
Team Size
5
Environment
Dbase:
Ms-SQL SERVER
Tools:
Remedy ARS 5.0 & Java
Operating System:
Microsoft windows 2000
Project Description:
This is Help desk application which can be used either internet or intranet which follows the base line of Remedy Help desk application. This application has its own User Interface developed using JSP and SQL Server as backend. RMI methods were used to interact between database and user. SLA was provided which could be tailored the customer requirements
Technical Documentation of ide4u.com
Client
Smart Force Ltd
Role
Team Leader
Organization
Argusoft India Ltd.
Duration
6 – 8 Months
Team Size
5
Environment
Software
Rational Rose 4.0, Ms-Word 2000, Ms-Visio 2000, Rational Web Modeler 2000 with Win ‘98
Project Description
Reverse Engineering of the Web site www.ide4u.com which is done with ASP 4.0 and Remote Ide Server written in JDK1.2. The Integrated Development Environment(IDE) which is nothing but a E-Learning Site where the user can register himself for getting trained in all the latest software’s and languages like C,C++,ASP, Sql Server and Java.
Upgradation of ide4u.com for EJB
Client
Smart Force Ltd
Role
Team Member
Organization
Argusoft India Ltd.
Duration
12 Months
Team Size
3
Environment
Software
Html, JavaScript, and ASP 4.0 with Microsoft SDK for XML
Project Description
The Deployment Tool which comes along with the J2EE Server which has been done with JDk1.2 with JFC1.1 along with Sun’s XML API, has been done here using HTML Forms as the UI using ASP along with Microsoft SDK for XML.
Glossary Management Tool for Ucrack.com
Client
Dr. Rao’s IAS Coaching Centre, New Delhi
Role
Team Member
Organization
Argusoft (India) Ltd.
Duration
2 Months
Team Size
2
Environment
Software
Html Style Sheets, Ms-SDK for XML with XSL, ASP 4.0 with IIS in WIN ‘98
Project Description
This is a small module done for UCRACK.com. This Glossary Management Tool’s UI was done using HTML Style Sheets along with XML for Temporary Data Storage and XSL for the display of Glossary Data. The User can just Query for the meaning for a particular alphabet or a set of alphabets. He can also add some new words if he wants. This tool is created using Html along with ASP and the Microsoft SDK API for XML
Profile Catcher Wizard
Client
Delve Consultants
Role
Team Leader
Organization
Icom Technologies (P) Ltd.
Duration
6 Months
Team Size
7
Environment
Software
Jdk1.2, JWS 2.0, Windows 95
Project Description
This software is designed to download resumes from the email Id of the HR Consultant and store it on separate folder corresponding to their area of specialization and expertise on a daily basis.
Computer Based Tutorial (CBT) for JAVA
Client
Icom Technologies (I) Pvt.Ltd
Role
Team Leader
Organization
Icom Technologies (P) Ltd.
Duration
4 months
Team Size
5
Environment
Software
Java and HTML
Project Description
This CBT teaches Java language from the beginning to advanced concepts like multithreading, applet communications etc.., It starts from the fundamentals of Java and the comparison of Java with C/C++. So this CBT assumes that the user has some knowledge about OOPS and C/C++.
Home User CD
Client
Igenesis Software Services
Role
Team Member
Organization
Igenesis Software Services
Duration
3 months
Team Size
7
Environment
Software
HTML, Windows 95
Project Description
This is a knowledge base on CDROM for Home Users, providing information on Travel & Tourism, Medical practices, Entertainment, Cooking etc. Includes Netguide, which is an introduction to Internet helping a novice find his way in the cyberworld.
Personal Details
Name
Sriram Pappagudi Mani
Email Id
************@*******.***
Passport No.
P7641577
Valid Upto: 01/26/2027
(mm/dd/yyyy)
Location
Bangalore
Contact Numbers
Mobile: 991-***-**** / 767-***-****
Home: +918*********
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