Remedy Developer/Admin

Inderjot

Professional Summary

• Around * years of experience as an IT Professional.

• 6+ Yrs of Solid experience in ARS Remedy and ITSM applications.

• ITIL Best practices Awareness

• Experience in installing/upgrading/configuring Remedy ARS Server 5.x/6.x/7.x with Oracle 9i / MS SQL Server 2000 and 2005.

• Experience in Configuring Change Management, Incident Management and Asset Management applications using Remedy Configuration Manager and BMC Atrium CMDB.

• Experience in Remedy Development and Administration skills with Remedy ARS 5.x, 6.x, and 7.x.

• Extensive background of full life cycle of software development process. Expert in collecting and analyzing customer requirements.

• Remedy Specialty areas using ITIL best practices - Incident/Problem Management and SLA.

• Excellent team member with a strong ability to lead and balance multi-project workload.

• Good understanding of Remedy Mid-tier system, Web Services, Crystal Report.

• Good Understanding in Systems Requirements Analysis, Design, Coding, Testing, Implementation and Documentation.

• Good communication, analytical, leadership and project management skills.

• Strong analytical, technical, Research, general business and functional skills are blended with excellent communication skills.

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Technical Skills:

OS: UNIX, Linux, Windows.

Tools: Remedy ARS5.x, 6.x, 7.x, Remedy ITSM Suite 4.x, 5.x, 6.x, 7.x, INCIDENT MANAGEMENT 4.x, 5.x, 6.x, 7.x, SLA 4.x, 5.x, 6.x, CHANGE MANAGEMENT 4.x, 5.x, 6.x, 7.X, ASSET MANAGEMENT 4.x, 5.x, 6.x, MID-TIER 6.x, 7.x, Remedy Flashboards, Crystal Reports, Remedy Migrator, Remedy Developer.

Databases: MS SQL Server 2005, 2000, Oracle 8i, 9i, 10g, MS Access

Web Technologies: ASP 2.0, XML, HTML, VB Script, and Java Script, JAVA.

Web servers: MS IIS 4.0, Oracle Web Server, Apache, Tomcat.

Middleware: COM, COM+, DCOM, ODBC, ADO and ActiveX.

Professional Experience:

Remedy Developer / Administrator

24 Hour Fitness, Carlsbad, CA Feb 2009 – Nov 2010

Responsibilities:

• Deployed and managed multiple Instances of AR System with numerous new Releases/Patches.

• Supported a complex Remedy architecture with local and off-shore users with high uptime.

• Upgraded AR System 6.3 and ITSM 6.0 to AR System 7.1 and ITSM 7.0.03..

• Successful migration of Customizations to OOB ITSM Suite from 6.x to 7.x.

• Successful integration of ARS Remedy with SAP Solution manager and established bi-directional traffic/communication between two applications.

• Aligned IT Processes with ITIL by establishing weekly Incident and Problem management meetings and significantly decreased turnaround time.

• Established knowledge Management database to Increase first call resolution and decrease the mean time per call metrics.

• Streamlined the change management process by developing an in-house RFC (Request for Change) Approval application.

• Incorporated multiple integrations with third party applications i.e. Altiris, UPS.

• Routinely held Enterprise level Remedy training sessions to train and equip users with necessary skills and best practices.

• Created and automated various reports to accurately reflect various metrics using Business Objects and CRD.

Environment: Remedy ARS 7.x, ITSM 7, Remedy Migrator 7.x, Remedy Import 6.x, Windows 2000/XP, Oracle 10g, Crystal Reports /Business Objects, Atrium CMDB 2.0/ Atrium Core, BMC SRM 2.x, Apache, Tomcat, Sql Plus.

Remedy Developer / Administrator

HBMG Inc, Austin, TX

This project is for State Of Texas.

Responsibilities: May 2008 – Dec 2009

• Managed entire AR System development lifecycle within multiple environments.

• Provided Remedy User Profile management support, duties included user creation, support group

assignments, profile updates , and user license management.

• Performed daily administrative tasks for streamlined and appropriate incident assignments.

• Involved in installation and deployment of Web Interface through remedy Mid Tier 6.3.

• Assisted in developing ITIL best practice business processes for Remedy operations.

• Reviewed and updated Remedy assignment structure for streamlining and efficient use of ITSM

Incident management 7.0.

• Configured Remedy Development server to match production data.

• Integrated Net forensics (Network Monitoring tool) with Remedy for automatic ticket generation of

security incidents.

• Customized ITSM Incident Management Application 7.0 to implement modifications required by State of Texas.

• Reviewed and revised all ITSM applications as needed to work properly as based on business needs.

• Trained staff on best processes usage of ITSM Incident and Change management 7.0 applications.

• Involved in migration of definitions and data using Remedy Migrator , import, export tools, from

development to production system.

• Implemented SLM module with creating Service targets and Service level agreements.

• Maintained the Remedy Email Engine and the Mail log.

• Instrumental in development, configuring and managing SLM and ATRIUM CMDB 2.0 components.

• Managed all the administrative tasks related to BMC SRM 2.X.

Environment: Remedy ARS 7.x, ITSM 7, Remedy Migrator 7.x, Remedy Import 6.x, Windows 2000/XP, MS SQL Server 2000, Crystal Reports 9.x. Atrium CMDB 2.0, BMC SRM 2.x.

KELLOGG’S, Elmhurst, IL

May 2007 – May 2008

Remedy Developer / Administrator

Responsibilities:

• Worked on Custom Help Desk application, Change Requests, Issues Tracking and Time Tracking System Remedy application projects.

• Developed workflow to streamline IT processes related to user account management (new user setups, job and location changes, name changes and terminations) resulting in greater efficiency and reduced the likelihood of missed tasks.

• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.

• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for work flow.

• Deployed all of the developed internal applications on the web using Remedy 6.3 Mid tier.

• Involved in installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of the approval server.

• Created various Crystal Reports such as Monthly reports, SLA Reports etc., on Demand as well as Scheduled reports.

• Redesigned all escalations and offloaded them from escalation process to filters and implemented separate windows service application runs automatically every 2 minutes interval to run batch processes.

• Extensively involved in the development of the custom Remedy Helpdesk Application for the support center department.

• Involved in upgrading Remedy system from ARS 6.3 to ARS 7.1.

• Involved in migration of definitions and data using Remedy Migrator 5.x, import, export tools, from development to production system.

Environment: Remedy ARS 6.x, ARS 7.x, ITSM 7, Remedy Migrator 7.x, Remedy Import 6.x, Windows 2000/XP, MS SQL Server 2000, Crystal Reports 9.x.

Nissan North America, Nashville, TN Feb 2006 – May 2007

Remedy Developer / Administrator

Responsibilities:

• Involved in the business analysis of the applications and finding common shared data between the applications implemented with new design to utilize centralized data and to make future applications much easier.

• Involved in the development of web interface using Remedy Mid-tier.

• Created and maintained documentations such as Functional design documents, detailed design documents, data flow diagrams, data entity relationships documents for all the internal projects.

• Installing Remedy Server 6.x and migrating data to the new environment.

• Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filters, Filter Guides, and Escalations for workflow.

• Deployed all of the developed internal applications on the web using Remedy 6.3 Mid tier.

• Involved in installing and configuring Remedy Approval server and integrated with our internal CRS application by defining various roles and rules of the approval server.

• Created various Crystal Reports such as Monthly On Demand reports, Service Level Reports etc.

• Extensively involved in the customization of Remedy Helpdesk Application 5.6 for the support center department.

• Created custom views for individuals in Remedy HelpDesk and Change Management.

• Involved in customization and upgrading Remedy system from ARS 5.1.2 to ARS 6.0.1.

• Involved in migration of definitions and data using Remedy Migrator 5.x, import, export tools, from development to production system.

• Installing and administering web and applications servers like Tomcat, Apache, and Microsoft IIS.

• Customizing the web views using the inbuilt CSS scripts.

Environment: Remedy ARS 6.x, Remedy Migrator 5.x, Remedy Import 6.x, Remedy Helpdesk Application 5.6, C#, C++, Windows 2000/XP, MS SQL Server 2000, Crystal Reports 9.x, .Net, XML.

Med Plexus, Inc Jul 2004 – Jan 2006

Cranford NJ

Remedy Administrator/Developer

Responsibilities:

• Setting up the Remedy server.

• Configuration and setting up the Oracle database.

• Maintain the three-remedy environments development, testing and production.

• Migrating to newer versions (AR Server 6.0.1 to AR Server 6.3).

• Installing patches.

• Installing various Remedy suite of products Asset Management, AR Server, Email Engine, Change management, CMDB etc.

• Setup Remedy servers for other affiliated agencies.

• Create/Modify/Delete users, privileges, groups etc.

• Created new applications using different types of AR Forms, created workflow using Active links, Filters, Escalations, Active link guides and Filter guides.

• Using the AR Migrator tool to move the different objects across different environments.

• AR Import tool to import data from existing Access databases to Remedy application.

• Interfaced with Crystal reports 7.0/XI from various Remedy custom applications to generate the reports.

• Monitoring and maintaining the various applications

• Debug issues using Remedy log files.

• Implemented some complex business processes using remedy workflow objects.

• Maintain the Oracle Arschema, running DBUs etc.

• Maintain the Remedy Email Engine and the Mail log.

• Maintain Remedy out of the box applications.

• Created complex application interfacing with MS Word, MS Excel, MS Project, Adobe reader, MS Visio etc.

• Provide technical support to internal/external customers.

• Training to various groups like county users & different teams within the organization.

• Mentoring and leading other remedy developers within the team.

Environment: Remedy AR User 6.0.1, AR Server 6.0.1, AR Server 6.3, AR Alert 6.0.1, AR Email Engine 6.0.1, AR Migrator 6.0.1, BMC Atrium CMDB 1.1, Crystal reports 7.0/8.5/XI, AR Admin 6.0.1, AR Import 6.0.1, Oracle 9i, SQL Plus, PL/SQL, MS Access, UNIX, Dell dual core processor server, Windows 2000, Mainframe ES 400 with Intel partition.

Aurobindho Pharma, AP, INDIA May 2002 – Jan 2004

QA Engineer

Responsibilities:

• Involved in Planning, Execution and Bug Tracking using Test Director and Win Runner, Load Runner.

• Involved in designing test Objectives, Planning the test, Creating VUsers, Creating the scenario, Executing the Scenario, Monitoring the scenario, and Analyzing the Test results using Load Runner.

• Create trouble tickets in remedy system

• Configure/Customizations to the custom helpdesk form in remedy.

• Performed Functional & Regression testing using Win Runner.

• Performed Database testing using Database Check Points in Win Runner.

• Performed System, Security & User Acceptance testing.

• Involved in testing data base stored procedures and assisted the developers

• Maintained the Defects using Defect Tracking System in Test Director.

Environment: Remedy ARS 5.0.1, Remedy user, Win Runner, Load Runner, Test Director, QA Run, QA Director, Java, C++, HTML, XML, Java Script, UNIX, Internet Explorer, Netscape, Web Logic, Windows NT, Visual Test.

EDUCATION

Bachelors in Computer Science, Punjab India

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