Application Developer System Administrator
Resume:
Narsinga R Gade
Senior BMC Helix/Remedy ITSM Developer/Admin 9044 Westminster Drive
Remedy Skilled Professional Woodridge, IL 60517
US Citizen Mobile: 630-***-****
Public Trust: FAA & DOT E-mail: ******@*****.***
Active Clearance:
-DoD Top Secret
CompTIA Security+ Certified
ITIL V3 Foundation Certified
PROFILE
BMC Helix/Remedy ITSM application Developer with more than 15 years of hands-on expertise in the design, Development, implementation, and administration of information technology applications using Remedy Action Request System, and various Relational Database Management Systems.
Professional Certifications:
BMC Software:
oBMC Accredited Administrator: BMC Remedy AR System 8.0
oBMC Accredited Administrator: BMC Remedy IT Service Management 8.0
oBMC Service Request Management 8.1: Administering and Configuring
oBMC Service Request Management 7.6 Administering and Configuring
oBMC Certified Administrator: BMC Remedy AR System 7.5
oBMC Remedy AR System Skilled Professional (RSP): 7.x/6.x/5.x/4.x.
oBMC Remedy ITSM 7: Incident and Problem Management (7.x) Foundation Certified.
oSQL Server 2000 DBA Certified Professional.
oITIL V.3 Foundation certified.
oCompTIA Security+ certified
ServiceNow:
oMicro – Certification – Welcome to ServiceNow
oServiceNow Certified System Administrator
ServiceNow Trainings completed:
ServiceNow Certified System Administrator (CSA) Learning Path
oWelcome to ServiceNow
oServiceNow Administration Fundamentals
ServiceNow Certified Application Developer (CAD) Learning Path
oWelcome to ServiceNow
oScripting in ServiceNow Fundamentals
oApplication Development Fundamentals
ServiceNow Certified Implementation Specialist (CIS) in ITSM Learning Path
oWelcome to ServiceNow
oServiceNow Administration Fundamentals
oGet Started with Now Create
oServiceNow Platform Implementation
oITSM Fundamentals (Tokyo)
oITSM Implementation
WORK EXPERIENCE
June 2023 - Present Senior BMC Helix/Remedy ITSM Developer, Nationwide IT Services, Inc. Fairfax, VA.
I am part of the Department of the Navy’s (DON) NIWC (Navel Information Warfare Center) ITSM contract at New Orleans.
My current responsibilities in support of this NIWC ITSM contract are:
Participating Requirements gathering, Analysis, and Designing sessions.
Configuration of the BMC Helix ITSM suite of applications.
Administering and support of BMC Helix ITSM applications.
Developing service catalog items and workflows using Digital Workplace Catalog (DWP)
Implementing/supporting BMC Remedy Service Request Management (SRM)
Doing Demos of Service Catalog requests using Digital Workplace (DWP)
Helping the technical writers prepare training guides by reviewing the guides for technical accuracy.
Developing the new functionality using BMC Remedy Developer Studio 21.3.
Customizing/Modifying existing workflow to meet the customer requirements.
Documenting the development activities.
Moving new/custom workflow objects from Development to Production environments.
ENVIRONMENT: Windows Server 2016, Oracle 19, Remedy Action Request System 9.1/20.02, BMC Remedy ITSM 9.1/20.02 applications: Asset Management, Change Management, Service Desk (Incident Management, Problem Management), SRM 9.1/20.02.
October 2021- May 2023 Senior BMC Helix/Remedy ITSM Developer, CDW Government LLC, Vernon Hills, IL.
The Department of the Navy (DON) operates one of the largest combined networks in the world, comprised of the Navy Marine Corps Internet (NMCI), the Outside Continental United Statis (OCONUS) Navy Enterprise Network (ONE-Net), the Marine Corps Enterprise Network (MCEN), and other legacy networks. CDW Government, as a subcontractor, is supporting Leidos Inc., in the Naval Enterprise Networks (NEN) Service Management, Integration, and Transport (SMIT) program as a provider of a Service Desk. Department of Navy (DON) has selected BMC Helix ITSM Suite, BMC TrueSight Capacity, ad BMC Discovery components to support NGEN SMIT program.
My current responsibilities in support of this NGEN SMIT program are:
Participating Requirements gathering, Analysis, and Designing sessions.
Configuration of the BMC Helix ITSM suite of applications.
Administering and support of BMC Helix ITSM applications.
Developing service catalog items and workflows using Digital Workplace Catalog (DWP)
Implementing/supporting BMC Remedy Service Request Management (SRM)
Implementing/supporting BMC Helix RKM.
Created/supporting BMC Helix Smart Reporting (RSR) module.
Creating/implementing Service Level Agreements (SLAs) and Service Level Targets (SLTs)
Doing demos of ITMS applications using Smart IT interface.
Doing Demos of Service Catalog requests using Digital Workplace (DWP)
Helping the technical writers prepare training guides by reviewing the guides for technical accuracy.
Developing the new functionality using BMC Remedy Developer Studio 21.3.
Customizing/Modifying existing workflow to meet the customer requirements.
Documenting the development activities.
Moving new/custom workflow objects from Development to Production environments.
ENVIRONMENT: Linux 3.10.0, Microsoft SQL 2017 14.0.34, Remedy Action Request System 21.3, BMC Helix ITSM 21.3: Asset Management, Change Management, Service Desk (Incident Management, Problem Management), and Service Level Management. BMC Helix CMDB 21.3, BMC Atrium Core 21.3, SRM 21.3, BMC Helix RKM 21.3, BMC Helix Business Workflows 21.3, BMC Helix Digital Workplace Advanced 21.3, BMC Helix Smart IT 21.3, BMC Helix Smart Reporting 21.3.
July 2017- September 2021 Senior BMC Remedy ITSM Developer, Defense Information Systems Agency (DISA), Denver, CO.
The NetOps Solutions Division is responsible for providing and sustaining Service Assurance capabilities supporting the Operations, Administration, Maintenance and Provisioning (OAM&P) of the DISA managed infrastructure including the Defense Information Systems Network (DISN), the Joint Information Environment (JIE), the Joint Regional Security Stacks (JRSS), and other DISA and DoD Telecommunications infrastructure and service operated by DISA using the Network Operations (NetOps) capabilities deployed and sustained. The DISA has selected the BMC Remedy Information Technology Service Management (ITSM) version 9.1/20.02 suite of applications to support services associated with NetOps Solutions Division and other related support services for DISA and DoD Military Services and Agencies, and other US. Government Departments and Agencies on a global basis.
November 2019 – Sept 2021: DISA has upgraded their existing BMC Remedy Information Technology Service Management (ITSM) from version 9.1 to 20.02.
I am part of the upgrade team and supporting the version 20.02 since November 2019.
I am part of the team supporting services associated with NetOps Solutions Division and I am responsible for below tasks:
Requirements gathering, Analysis, and Designing ITSM 9.1/20.02 Applications.
Configuration of the BMC Remedy ITSM 9.1/20.02 suite of applications.
Administering and support of BMC Remedy ITSM 9.1/20.02 applications.
Implementing and supporting BMC Remedy Service Request Management (SRM) 9.1/20.02
Developing Advanced Interface Forms (AIFs) and using AIFs in Service Request Management
Implementing supporting BMC Remedy Knowledge Management (RKM) 9.1/20.02
Working with Approval Engine to configure various Approval Levels for SRM and RKM.
Supporting/Training Remedy Smart Reporting (RSR) module
Writing SRM and RKM requirement, design, and implementation documents.
Helping the remedy trainers preparing training guides by reviewing the guides for technical accuracy.
Documenting the customizations of workflow objects
Moving Service Request Definitions (SRDs) and RKM articles from Development to Production environments.
Developing application test scripts and testing the applications before/after moving to production.
Developing the new functionality using Remedy Developer Studio 9.1/20.02.
Moving custom workflow objects from Development to Production environments.
Loading Foundation data using Remedy Import tool and UDM tool.
Loading spreadsheet data into various forms using Pentaho Spoon Jobs.
Working with JIRA entering Projects, Epics, Stories, Tasks, Sub Tasks, etc.,
ENVIRONMENT: Windows 10, Microsoft SQL 2012, Remedy Action Request System 9.1/20.02, BMC Remedy ITSM 9.1/20.02 applications: Asset Management, Change Management, Service Desk (Incident Management, Problem Management), and Service Level Management. BMC Atrium Core 9.1/20.02, SRM 9.1/20.02, BMC Remedy RKM 9.1/20.02, JIRA.
January 2014- June 2017 Senior BMC Remedy ITSM Consultant, US Army, Fort Huachuca, AZ
The US Army’s Network Enterprise Technology Command (NETCOM) deployed an Army Enterprise Configuration Management Database/Service Support (CMDB/SS) capability to support Information Technology Service Management (ITSM) across all Army theaters of operations and global missions.
The NETCOM has upgraded their existing BMC Remedy Information Technology Service Management (ITSM) from version 7.6.04 to 8.1.
I am part of the 8.1 upgrade team with below responsibilities:
Requirements gathering, Analysis, and Designing ITSM 8.1 Applications.
Configuration of the BMC Remedy ITSM 8.1 suite of applications.
Administering and support of BMC Remedy ITSM 8.1 applications.
Implementing and supporting BMC Remedy Service Request Management (SRM) 8.1
Implementing supporting BMC Remedy Knowledge Management (RKM) 8.1.
Working with Approval Engine to configure various Approval Levels for SRM and RKM
Loading some of the ITSM configuration data to from 7.6.04 to 8.1 using Unified Data Management (UDM)
Writing SRM and RKM requirement, design, and implementation documents.
Helping the remedy trainers preparing training guides by reviewing the guides for technical accuracy.
Documenting the customizations of workflow objects
Moving Service Request Definitions (SRDs) and RKM articles from 7.6.04 to 8.1
Developing application test scripts and testing the applications before/after moving to production.
Developing the new functionality using Remedy Developer Studio 8.x.
Moving custom workflow objects from 7.6.04 to 8.1
ENVIRONMENT: Windows 6.1, Microsoft SQL 2012, Remedy Action Request System 8.1, BMC Remedy ITSM 8.1 applications: Asset Management, Change Management, Service Desk (Incident Management, Problem Management), and Service Level Management. BMC Atrium Core 8.1, SRM 8.1, BMC Remedy RKM 8.1
March 2012- December 2013 Senior BMC Remedy ITSM Consultant, US Army, Fort Huachuca, AZ
The US Army’s Network Enterprise Technology Command (NETCOM) deployed an Army Enterprise Configuration Management Database/Service Support (CMDB/SS) capability to support Information Technology Service Management (ITSM) across all Army theaters of operations and global missions. The NETCOM has selected the BMC Remedy Information Technology Service Management (ITSM) version 7.6.04 suite of applications as the standard CMDB/SS system. This Enterprise CMDB/SS directly supports the Army Knowledge Management (AKM) Guidance, Chief Information Officer 9CIO)/(G6) 500 Day Plan and NETCOM/9th SC (A) Campaign Plans and Army IT Consolidation and Area Processing Center (APC) objectives.
Responsibilities:
Requirements gathering, Analysis, and Designing ITSM 7.6.04 Applications.
Configuration of the BMC Remedy ITSM 7.6.04 suite of applications.
Administering, performance tuning and support of BMC Remedy ITSM applications.
Implementing BMC Remedy Service Request Management 7.6.04 (SRM)
Supporting BMC Remedy Service Request Management (SRM) application.
Implementing BMC Remedy Knowledge Management (RKM) 7.6.04.
Writing SRM and RKM requirement, design, and implementation guides.
Helping the remedy trainers preparing training guides by reviewing the content for technical accuracy.
Documenting the customizations of workflow objects
Developing application test scripts and testing the applications before/after moving to production.
Developing the new functionality using Remedy Developer Studio 7.6.04.
ENVIRONMENT: Windows 6.1, Microsoft SQL 2008, Remedy Action Request System 7.6.04, BMC Remedy ITSM 7.6.04 applications: Asset Management, Change Management, Service Desk (Incident Management, Problem Management), and Service Level Management. BMC Atrium Core 7.6.04, SRM 7.6.04, BMC Remedy RKM 7.6.04
March 2010- Feb 2012 Senior BMC Remedy ITSM Consultant ActioNet Inc. Vienna, VA
ActioNet Inc. provides IT support services to Department of Transportation’s (DOT) Operating Administrations and field locations across the United States. ActioNet Inc. also provides high-quality, user-focused technical services to Federal Aviation administration (FAA) Headquarters, the Aeronautical and Technical Centers, and field sites within the six Customer Support Areas. BMC Remedy AR System 7.6.x and BMC Remedy ITSM 7.6.x suite of applications are implemented at both agencies: DOT and FAA.
I am involved simultaneously with both the projects with following responsibilities:
Participated in all project meetings: Workshops, Tool evaluation, Architecture design, etc.,
Acted as the Subject Matter Expert (SME) to answer all implementation and technical related questions from Management as well as user community.
Requirement gathering, Analysis, and Designing ITSM Application.
Configuration of the BMC Remedy AR System 7.6.x
Configuration of the BMC Remedy ITSM 7.6.x suite of applications.
Analyze Foundation data and configure them in the system.
Implemented BMC Remedy Service Request Management 7.6 (SRM) which includes more than 50 service catalog items.
Developing the new functionality using Remedy Developer Studio.
Developed advanced interface forms and integrated into SRM module.
Supporting BMC Remedy Service Request Management (SRM) application.
Configuring and supporting Service Level Management (SLM) module.
Administering, tuning and support of BMC Remedy ITSM applications.
Developed application test scripts.
Participated in development of training materials and delivery of end-user training.
Custom Survey application for Air Traffic controllers: Designed and developed a separate custom application called Air Traffic Research Survey.
ENVIRONMENT: Windows 6.1, Microsoft SQL 2008, Remedy Action Request System 7.6.x, BMC Remedy ITSM 7.6.x applications: Asset Management, Change Management, Service Desk (Incident Management, Problem Management), and Service Level Management. BMC Atrium Core 7.6.x, SRM 7.6.x
Sept. 2009- Feb. 2010 Senior BMC Remedy Consultant Stanley Associates, Inc. Arlington, VA
Stanley Associates provides Premier IT support for the F-35 Lightning II Program. The F-35 Lightning II program is the Department of Defense’s (DoD) focal point for defining affordable next generation strike aircraft weapon systems for the Navy, Air Force, Marines, etc.,. BMC Remedy software is being used to support their Help Desk, Change Management, and Asset Management. I was involved in entire project life cycle.
Responsibilities
Gathered requirements form all stake holders.
Installed Remedy AR System 7.x and BMC Remedy ITSM 5.5
Configured ITSM 5.5 suite of applications.
Customized ITSM 5.5 suite of applications according to the client requirements
Supporting and Administering the AR Server and ITSM applications: Service Desk, Change Management, Asset Management, CMDB, SLA.
Installed AR System 7.5 on a separate server for evaluation purpose
Installed BMC Remedy ITSM 7.6 for evaluation purpose
ENVIRONMENT: Microsoft SQL 2005, Remedy Action Request System 7.5, BMC Remedy ITSM 5.5 Suite of applications.
January 2009- July 2009 Senior Remedy Consultant Freddie Mac, McLean, VA
Freddie Mac is one of the big mortgages financing company in the USA. Freddie Mac upgraded their current environment from AR system 7.1 to AR System 7.5 and BMC Remedy ITSM 7.1 to ITSM 7.5 Suite of applications for their internal support. I am involved in all phases of this upgrade project.
Responsibilities
Participated in all project meetings: Workshops, Tool evaluation, Architecture design, etc.,
Acted as the Subject Matter Expert (SME) to answer all implementation and technical related questions from Management as well as user community.
Requirement gathering, Gap analysis, designing the application.
Installing BMC Remedy AR System 7.5 and BMC Remedy ITSM 7.5 Suite of applications in a Server Group, Load Balancing, and failover environment.
Procure the license keys from BMC Remedy and install them on AR System 7.5 server.
Configuration of the BMC Remedy AR System 7.5
Configuration of the BMC Remedy ITSM 7.5 suite of applications.
Installed and Configured SRM application.
Installed and configured BMC Dashboards and BMC Analytics.
Installed Remedy Knowledge Management.
Data conversion and mapping from the current system to ITSM 7.5 forms.
Data Load: BMC Remedy Data Import tool and BMC Remedy ITSM Data Management tool was used to populate Foundational data, Process data, and Transactional data.
Customizing the BMC Remedy ITSM 7.5 Suite of applications according to the client requirements.
Administration and Configuration of BMC Atrium core 7.5 (CMDB) including Data Federation
Customizing BMC Atrium Core 7.5 application: Adding additional attributes to existing Classes, and creating new classes.
Reconciliation of CMDB data from multiple sources using Reconciliation Engine.
Used Atrium Integration Engine (AIE) to populate data in Atrium Core and ITSM applications.
Integrating with other applications.
Documenting Customizations.
Administration and support of ITSM 7.5 Applications.
User Accepting Testing support.
Knowledge Transfer to Freddie Mac employees.
ENVIRONMENT: Microsoft SQL 2003, Remedy Action Request System 7.5, BMC Remedy ITSM 7.5 applications: Asset Management, Change Management, Service Desk (Incident Management, Problem Management), and Service Level Management. BMC Atrium Core 7.5, SRM 7.5.
Sept. 2008- Dec. 2008 Senior Remedy Consultant Unisys Corporation, Austin, TX
Unisys Corporation is a Service Provider to Texas State Government Department of Information Resources (DIR), which supports 27 state agencies including Department of Criminal Justice and Office of Attorney General. Unisys implemented the BMC Remedy ITSM 7 suite of applications to support State of Texas IT organizations. I worked on implementation and support of BMC Remedy ITSM 7 suite of applications.
Responsibilities
Requirements gathering and design.
Installing AR System and ITSM Suite of applications in a Server Group, Load Balancing, and failover environment.
Installed SRM application and configured.
Configuration of the applications.
Data Load using ITSM Data Management tool: Foundation data, Process data, and Transactional data.
Customizing the ITSM 7.x Suite of applications according to the client requirements.
Customizing Atrium CMDB application: Adding additional attributes to existing Classes, and creating new classes.
CMDB Data Federation
CMDB data population using AIE.
CMDB Data Reconciliation.
Integrating with other applications.
Preparing customization documents.
Deploying the custom workflow to QA and Production servers.
Administration and support of applications
User Accepting Testing support.
Knowledge Transfer to Unisys employees.
ENVIRONMENT: Microsoft SQL 2003, Remedy Action Request System 7.x, BMC Remedy ITSM 7 applications: Asset Management, Change Management, Service Desk (Incident Management, Problem Management), and Service Level Management. BMC Atrium CMDB 2.x, SRM 2.x.
June 2008- August 2008 Senior Remedy Consultant ShopperTrak RCT, Chicago, IL
ShopperTrak RCT is world’s foremost provider of retail information that supplies footfall-counting technology and analysis tools to a wide range of blue-chip clients – from retailers and malls to casinos and entertainment companies I am working on customization, implementation, and deployment of Custom Remedy Help Desk application for ShopperTrak.
Responsibilities
Requirements gathering and design.
Application customization: Developing forms and workflow according to the client requirements.
User Accepting Testing support.
Deploying the application to QA and Production servers.
Administration and support of Remedy applications
Preparing customization documents.
Knowledge Transfer ShopperTrak employees.
ENVIRONMENT: Microsoft SQL 2000, Remedy Action Request System 7.x, Custom Remedy Help Desk Application, Windows XP.
July 2007-May 2008 Senior Remedy Developer Tellabs Inc. Naperville, IL
Tellabs is a telecommunications company, which provides solutions for service providers to deliver high-quality voice, video and data services over wireline and wire-less networks around the world. I have implemented a custom Remedy application to Tellabs Global Case Tracking application (Help Desk).
Responsibilities
Requirements gathering and design.
Installing Remedy server and its components.
Remedy server configuration.
Application development and unit test.
Developing forms and workflow for Mid-Tier use.
User Accepting Testing support.
Deploying the application to QA and Production servers
Administration and support of Remedy applications
Training Tellabs remedy developers.
Knowledge Transfer to Tellabs developers.
ENVIRONMENT: Microsoft SQL 2000, Remedy Action Request System 7.x, Custom Remedy Help Desk Application, Windows XP.
April 2007-June 2007 Senior Remedy Developer Naval Hospital, Great Lakes, IL
Great Lakes Naval Hospital is a community hospital belongs to US Defense Department and serves retired and dependent personnel. I have implemented Remedy Helpdesk 6.0 to provide a global process for Incident and Problem Management.
Responsibilities
Installation of the following Remedy applications
oRemedy Action Request Server version 6.3
oRemedy Email Engine version 6.3
oRemedy Approval Server version 6.3
oRemedy Help Desk version 6.0
oRemedy Flashboards version 6.0
oRemedy Mid-Tier version 6.3
oRemedy Assignment Engine version 6.0
Help Desk Application Configuration
Customization
oHelp Desk application customization
oIntegration with Active Directory to be used for Authentication and population of people information and computer names
Application Administration and Support
User Acceptance Testing
Knowledge Transfer
ENVIRONMENT: Microsoft SQL 2000, Remedy Action Request System 6.x/5.x, ITSM 6.0, Remedy DSO, Windows XP.
July 2006-March 2007 Senior Remedy Developer Duke Energy, Charlotte, NC
Duke Energy is in the process of implementing IT Service Management 7.0 Applications on AR System 7.x server.
I was involved in configuration and customization of IT Service Management 7.0 Applications on a part time basis while being full time on Production support of current applications.
Customizing Atrium CMDB application: Adding additional attributes to existing Classes, and creating new classes.
CMDB Data Federation.
CMDB data population using EIE.
CMDB Data Reconciliation.
Nov. 2004-March 2007 Senior Remedy Developer Duke Energy, Charlotte, NC
Duke Energy is a leading energy company located in Charlotte, NC, and supplies, delivers energy for customers in North America and selected international markets. I worked on customization, implementation, and deployment of Custom Remedy applications for Duke Energy.
Responsibilities
Talking to the User community on a weekly basis and gathering requirements.
Configuring and Customizing IT Service Management applications.
Developing new forms, workflow, and deploying the applications onto Mid-Tier environment.
Writing UAT scripts.
Creating Crystal Reports and workflow to add these reports in Help Desk application.
Performance Tuning, Testing and Validating the Remedy System.
Utilized Remedy Migrator Tool to move the changes from Development to Production system.
Remedy DSO Implementation/Administration.
Help Desk Application Administration.
Remedy Help Desk Applications Production Support on 24X7 basis.
ENVIRONMENT: Microsoft SQL 2000, Remedy Action Request System 7.x/6.x/5.x, Custom Remedy Applications, Remedy DSO, Windows XP, Crystal Reports 9.0
October 2004 Senior Remedy Developer Alcan, Chicago, IL
Alcan is a global leader in bauxite mining, alumina refining, specialty chemicals production, primary aluminum smelting, engineered products, and flexible and specialty packaging products.
Worked on Customization of Remedy Help Desk Module for Alcan.
Responsibilities
Development, Implementation, and Deployment of the System.
Remedy Help Desk application Installation, Configuration, Customization/Development, and Deployment.
Data migration from Legacy system to Remedy Help Desk application.
Remedy system Knowledge transfer to Alcan.
Preparing Customization documents.
Support of the Application and User training.
ENVIRONMENT: Microsoft SQL Server 2000, Remedy Action Request System 4.5.1, Remedy Help Desk 4.0, Remedy SLA 4.0, Windows 2000, ARWeb 4.x, Remedy Web 4.x.
June 2002-Sept. 2004 Senior Remedy Developer T-Systems North America, Lisle, IL
T-Systems North America is an IT Services company providing services to their worldwide customers in the fields of systems integration, computing services and desktop services. T-Systems optimizes, integrates and operates systems, infrastructures, data processing systems and applications.
Worked on Upgrade/Enhancement project at T-Systems North America. T-Systems North America upgraded their system from Remedy 4.5 to Remedy 5.1.2 version in order to utilize the new functionality. Their current Remedy Help Desk 4.0 application has been customized heavily to incorporate their business rules. Also, T-Systems North America installed/configured/customized Remedy IT Service Management 5.6 application on Remedy 6.x server on a separate system for their specific customer.
Responsibilities
Moving entire application from current production server to new production server
Upgrade Remedy System from ARS 4.5 to ARS 5.1.2.
Gathering requirements from Business Managers and end users.
Configuration and Customizing the current Remedy Help Desk 4.0 application to utilize the ARS 5.1.2 functionality as well as to incorporate new business rules.
Developing/Deploying new Web forms to take advantage of the ARS 5.1.2 Mid-Tier functionality.
Installing and Configuring Remedy IT Service Management 5.6 applications.
Customizing Remedy IT Service Management 5.6 applications.
Installing and Configuring Remedy Approval Server.
Installing and Configuring Email Engine.
Creating Crystal Reports and workflow to add these reports in Help Desk application.
Testing and Validating the Remedy System.
Utilized Remedy Migrator Tool 5.x to move the changes from Development to Production system.
Remedy DSO Implementation/Administration.
Remedy SLA Module Implementation/Configuration.
Remedy Change Module configuration.
Creating Change Tasks and attaching the tasks to Change Requests.
Remedy Help Desk Application Administration.
Remedy Help Desk Application Support on 24X7 basis.
Installed Microsoft SQL Server 2000 server.
Used SQL Server Enterprise Manager heavily.
Starting and stopping SQL server services.
Backing up Remedy databases and Transaction Logs manually.
Scheduling automatic Database backups every night.
Moving Databases with Backup and Restore tools.
ENVIRONMENT: Microsoft SQL 2000, Remedy Action Request System 5.1.2/6.x, Remedy IT Service Management 5.6 (Help Desk, Change Management, and Asset Management), Remedy Help Desk and SLA 4.0, Remedy Change Module, Remedy DSO, Windows 2000, Crystal Reports 9.0, ARWeb 4.x, Remedy Web 4.x.
June 2001– May 2002 Senior Remedy Developer American Electric Power, Columbus,OH
AEP is a largest utility company in USA. Worked on Remedy Service Management (RSM) suite of applications: Help Desk 4.0, Change Management 4.0, Asset Management 4.0, and SLA 4.0.
Responsibilities
Installing and Configuring Remedy Service Management 4.0 applications.
Requirements gathering, Analysis, and Designing of the System.
Extensive interaction with Business Managers and Users.
Heavy customization of Remedy Help Desk 4.0, Change Management 4.0, and Asset Management 4.0 modules.
Creating Service Level Agreements using Remedy SLA 4.0.
Developing new functionality and enhancement of existing forms.
Designing of new Forms, Active Links, Filters, and Escalations.
Documenting all the Customizations to the out of box functionality.
Testing the application.
Working on system performance issues by creating proper indexes, tuning active links, filters, Table fields qualification criteria, etc.,
Migrating the customization code from Development server to QA server and from QA server to Production server.
Migration of Data into new Remedy system.
Creating user required reports using Crystal reports as well as Remedy native reports.
Generating Notifications.
Preparing Migration plans and User Guides.
User training and support.
ENVIRONMENT: Oracle 8.1.7, Remedy Action Request System 5.0/4.5, Help Desk 4.0, Change Management 4.0, Asset Management 4.0, SLA 4.0, Crystal Reports 8.0, Unix, Sun4u, SUN Solaris 5.6.
Dec. 2000 – May 2001 Senior Remedy Developer AimNet Solutions Inc., Holliston, MA
Worked on Remedy Help Desk Module for AimNet Solutions Inc. AimNet Solutions Inc. is a leading telecommunications/networking service provider in USA.
Responsibilities
System Designing, Development, Implementation, and Deployment of the System.
Remedy ARS software Installation, Administration.
Remedy Help Desk application Installation, Configuration, Customization/Development, and Deployment.
Data migration from Legacy system to Remedy Help Desk
Contact this candidate