SUMMARY

• Proficient ARS and BMC Helix ITSM specialist with over 15 years of experience in implementing ITSM tools and consulting as per ITIL best practice.

• Strong experience in ServiceNow and BMC Remedy development, ITSM Suite implementation, Upgrade and migration projects.

• Strong Implementation experience with many global clients streamlining their business requirements with ITIL V3 standards using BMC Remedy ARS and in ITSM suite.

• Preparation of Project Plan and SOWs as part of pre-sales activities.

• Skilled in all phases of Software Development Life Cycle including scope defining, requirement gathering, analysis, design, coding, testing, troubleshooting and all the facets of documentation.

• ServiceNow Certified System Administrator.

• Proficient in BMC products/toolset and upgrades. BMC Certified Professional in Service Desk and DWP Catalog 19.x and 20.x.

• ITIL V3 Foundation Certified professional with wide experience in IT Service Management process and tool implementation. SKILLS

● BMC Helix ITSM

● Remedy AR System

● Remedy IT Service Management

● Remedy Service Request Management

● Remedy Knowledge Management

● BMC Smart Reporting

● Digital Work Place Catalog

● Chatbot / IBM Watson

● BMC Virtual Chat

● BMC My IT & Smart IT Management

● Remedy Service Level Management

● ServiceNow

● SQL

CERTIFICATIONS

● BMC Certified Professional in Service Desk and DWP Catalog 20.x.

● ServiceNow Certified System Administrator.

● ITIL v3 Foundation Course Certified

EDUCATION

01/2006 B.Tech, Electronics and communications Engineering (ECE) Sri Venkateswara University, Andhra Pradesh, India 01/2001 Diploma, Electronics & Communications Engineering Sri Padmavathi Women's Polytechnic College, Andhra Pradesh, India

EXPERIENCE

12/2012 – 07/2023

02/2010 - 11/2012

Remedy & ITSM Sr Consultant, BMC Software India Pvt. Ltd, Bengaluru, India

● Worked on complex digital Workplace Catalog services which includes integrations and Automations.

● Created Service Bundles and involved in Entitlements and troubleshooting with DWPC.

● Involved in multiple Upgrades from 8.x, 19.x, 20.08 to 21.3 versions and integrations to Cloud or SaaS environments.

● Worked with support on issues occurred during upgrade and on Virtual Chat.

● Involved in solution design of change approvals and HR Data privacy Customization and implementation.

● Worked on SAP Integration - with AI jobs which also involved in customizations.

● Involved in New Hire onboarding project with all new hire services and Bundles built on DWPC.

● Also involved in operations – Managing queue – Day today, Operations.

● Worked with many clients across geographies who are into diverse industries.

● Gained deep understanding in various SDLC methodologies including Agile and worked on multiple migration assignments.

● Some of the prominent clients are Macquarie Group, eBay, Volvo, Atos and Johnson Controls.

● Played different roles like Developer, Lead and right now working as a Solution Architect for ITSM requirements.

● Maintained accurate and thorough documentation of all Customizations and Implementations.

● Developed and strengthened client relationships to support company service and business objectives.

● Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

● Designing Service Catalogs for customer's IT, HR and Operations department through SRM Analysis of custom SR application and provided solution in SRM and successfully

● Gathering, Analyzing and Documenting Customer business needs and aligning Customer needs and requirements with the best practices according to ITIL through set of extensive and oriented workshops and professional consultation service

● Drafting Remedy ITSM Technical Design Documents

● Recommend and design AR System architecture

● Collecting Foundation and Application Configuration Data by guiding the customers with the templates to fill in

● Extensive customization work with Remedy Standard and Custom Applications.

● Conduct workshops and requirements gathering activities Senior Software Engineer, CGI Information Systems And Management Consultants, Bengaluru, India

● Implemented ITSM solutions for, platform named Chorus.

● Customization on Asset Management and addition of custom Attributes to the Existing Classes.

● Also involved in operations – Managing queue – Day today, Operations.

● Creating and building Service Targets for ITSM applications.

● Administrating Atrium CMDB by maintain the reconciliation jobs and AIE jobs.

● Analysis & Technical understanding of the Change/Customization Requirements

● Performing Admin Activities Archiving, Configuration of CIs, Companies, Support Groups, Assignments

● Prepare detailed technical designs document for each Change/Customization Requirements

● Prepare Functional Test Cases for Customization Requirements 06/2006 - 01/2010

● Implementation of Customization Requirements

● Creating Knowledge Article for the known issues and workarounds for the same

● Applying patches and taking part during Infrastructure Managements Server

● 24x7 support to the remedy environment to ensure 99 % availability of remedy application services. Software Engineer, Satyam Computer Services, Bengaluru, India

● Implemented ITSM solutions to prominent clients like Invista and Applied Materials.

● Developing new AR System application in BMC Remedy ARS

● Enhancement on custom Incident Module. Custom Notification configuration.

● Learnt and implemented various new features of Remedy to the clients including auto assignment of tickets, localization of the forms based on end user preferences, etc.

● Analyze and enhance ITSM and custom built application in BMC Remedy.

● Installation and Administration of BMC Remedy ITSM suite

● Applying service pack and new patch for ARS and ITSM applications

● Production release of the new enhancement in ITSM through change process.

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