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Sonal
sonal.k11@gmail.com
405-589-2750
Columbus, OH 43205
BMC Remedy Consultant
9 years experience W2
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Summary

  • BMCRemedy Consultant with more than 10+ yearsof experience on BMC Remedy products. Experience in implementing Remedy (ARS) applications in the role of support, developer, consultant and as Team Leader
  • Experience in Installation, Development, Deployment and Application Support of BMC Remedy tools
  • Worked on support projects in shifts, working on tickets, queue management, Remedy administration work
  • Worked on Prioritization of tasks and focus on customer satisfaction
  • Experience of working and managing team for ITSM solution Implementation
  • Extensive ARS coding development experience on BMC Remedy Admin & Developer Studio
  • Upgrade Patches/Versions on Remedy Products
  • Experience of working in Remedy OnDemand environment
  • Working experience of Level-2 support person and worked in shifts
  • Experience of working on Windows, Linux, Oracle, MS-SQL
  • Extensive experience on Remedy product upgrades in standalone and Server Group environment
  • Configuration and customization experience on ITSM, CMDB, ARS, Email Engine, Approval Engine
  • Experience in Crystal Report creation, modification, scheduling
  • Extensive experience on deployment and configuration on Remedy Mid-Tier
  • Experience in creating technical documentation, user acceptance testing (UAT) and training users
  • Experience in conducting end user, developer and administrator trainings for ARS and ITSM for more than 20+ users including process owners
  • Experience in coding ARS Objects: Active Links, Filters, Escalations, Web Services, Forms, menus, flashboards etc.
  • Experience of Action Request System starting from version 6.x to 18.x
  • Experience of ITSM starting version 7.x to 18.x
  • Extensive experience on Performance Tuning, administration task & troubleshooting
  • Experience on data loading for CMDB, Asset Management (examples include: Software data, Hardware Inventory, company asset inventory)
  • Configuration of warranties, contracts and agreements in Remedy
  • Experience of Integration for SCCM 2007 (Discovery Tool), ARDBC/AREA, Email Engine, Web Services and other third-party tools
  • Basic knowledge on BMC ADDM Tool
  • Experience of creating simple/complex service requests in SRM
  • Complete understanding of ITIL Processes and SDLC Cycle
  • Worked on following ITSM modules & strong experience on customization & configuration
  • BMC Remedy Incident Management/BMC Remedy Problem Management/BMC Remedy Change Management/BMC Remedy Asset Management/BMC Remedy Configuration Management Database (CMDB)/BMC Service Request Management/BMC Service Level Management/BMC Approval Engine/BMC Assignment Engine/BMC Remedy Migrator/Remedy with Smart IT and My IT

Trainings

  • ITIL Foundation V2
  • ITIL Practitioner & ITIL EXIN Manager
  • BMC Remedy ARS & ITSM

Tools/Technology/Modules

  • BMC Remedy ITSM
  • BMC Remedy ARS
  • Crystal Reports
  • BMC Atrium Core
  • CMDB
  • SRM
  • Remedy with Smart IT & MY IT
  • Remedy Smart Reporting
  • SLM
  • BMC Remedy Knowledge Management
  • BMC Remedy Migrator Tool
  • BMC Remedy Mid-Tier Tool
  • BMC AIE/Atrium Integrator
  • Atlassian Tools

Operating Systems

  • Windows & Linux

Database

  • MS SQL Server
  • Oracle

Experience
BMC Remedy Consultant
Information Technology
Mar 2018 - present
Rembert, SC

Engagement Focus: BMC Remedy ITSM Implementation 18.x (Smart IT)

Project Description: ITSM Application Development and Support (remote assignment)

Roles & Responsibility:

  • Develop custom solutions
  • Custom fields for Smart IT with provider actions and URL
  • Configure CIs in Asset Management for Change Management Approvals
  • Approval and assignment Configuration
  • Template Configuration
  • Change Management Configuration
  • Customization/configuration data
  • Technical Documentation
  • Data Loading, Migrations
  • Report creation in Smart Reporting Tool
  • Meeting with business users (via phone) to gather requirements, discuss current issues and enhancements
  • Training
  • Deployment from dev to QA
  • Support
  • Troubleshooting
BMC Remedy Change Management Asset Management Requirements Gathering Problem Solving ITSM Application Development
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BMC Consultant
Information Technology
Apr 2016 - Mar 2018

Engagement Focus: BMC Remedy ITSM Application

Project Description

ITSM Application Development And support

Roles & Responsibilities

  • Develop custom solutions
  • Third Party integrations to ITSM
  • Configure Service Models in CMDB
  • Independent driven and worked as lead on the project
  • Company asset inventory feeding (Computer system, Servers, Racks, Network equipment’s etc.)
  • Customization
  • Verification of customization/configuration data
  • Integrations verification
  • Technical Documentation
  • Data Loading, Migrations
  • Support the work performed
  • Training
  • Installation, Configuration, Deployment
  • Troubleshooting
BMC Remedy Training Problem Solving ITSM Documentation Data Integration CMDB
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BMC Consultant
Information Technology
Jan 2014 - Apr 2017

Engagement Focus: BMC Remedy ARS & ITSM Application Support (Remedy OnDemand)

Project Description

BMC Remedy ARS & ITSM Support (Remedy On-Demand environment)

Roles & Responsibilities

  • Worked as a Level-2 Support person and handled day to day Incident tickets
  • Handle calls from user on issues they face via phone, email and through ITSM system assignments
  • Configure user permissions, groups and roles
  • Configure incident, work order and change templates as per request from business users
  • Web-ex with user to resolve the issue
  • Work on contributing known error database
  • Fix issues for Email engine
  • Reporting issues
  • Categorize issues in bug/defect, enhancements and known error
  • Suggests user workaround
  • Report Creation
  • Documentation

Engagement Focus: BMC Remedy ITSM Upgrade Project

Project Description

ITSM Upgrade Program

Roles & Responsibilities

  • Upgrade to ITSM 8.1(Server Group) from ITSM Suite 7.6.04 SP2
  • Upgrade till latest patches
  • Verification of customization/configuration data
  • Data configuration in CMDB
  • Integration with MS SCCM
  • Integrations verification
  • Technical Documentation
  • Data Loading, Migrations
  • Training
  • Installation, Configuration, Deployment
  • Troubleshooting

Engagement Focus: BSM Smart Source

Project Description

Design and architecture of Service Request Management and ITSM with primary focus on ITSM 7.6.4 and SRM 7.6.4

Roles & Responsibilities

  • Worked together with the client’s ITSM teams to capture and analyze day to day needs including configuration and foundation data of ITSM and SRM
  • Worked on new enhancements in service requests
  • Customization of ITSM 7.6.04, module included IM, PM, CM, SRM
  • Troubleshooting
  • Technical Documentation
  • Data Loading
  • Reporting using Crystal Report

Engagement Focus: BMC Remedy ITSM Application Support

Project Description

BMC Remedy ITSM 7.6.04 SP2

Roles & Responsibilities

  • Worked as a Remedy Administrator and support person and handled day to day Incident tickets
  • Performed Foundation Data Configuration
  • Configuration and maintenance
  • Customization as requested by client
  • Performed change requests for applying hotfixes.
  • Training to Admin and End User
  • Integrations LDAP, Web Services, Email Engine, AIE and other tools
  • CMDB data population using AIE
  • Support for integration
  • Handle calls from user on issues they face
  • Configure user permissions, groups, roles
  • Configure incident, work order and change templates
  • WebEx with user to resolve the issue
  • Report Creation
  • Documentation
  • Troubleshooting
  • On-Call Support
BMC Remedy WebServices Training Problem Solving MS SCCM LDAP ITSM HP BSM Documentation Crystal Reports CMDB Application Support
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BMC Remedy ARS & ITSM Application Support (Remedy OnDemand)
Information Technology
Oct 2012 - Apr 2016
  • BMC Remedy ARS & ITSM Support (Remedy On-Demand environment)
  • Worked as a Level-2 Support person and handled day to day Incident tickets
  • Handle calls from user on issues they face via phone, email and through ITSM system assignments
  • Configure user permissions, groups and roles
  • Configure incident, work order and change templates as per request from business users
  • Web-ex with user to resolve the issue
  • Work on contributing known error database
  • Fix issues for Email engine
  • Reporting issues
  • Categorize issues in bug/defect, enhancements and known error
  • Suggests user workaround
  • Report Creation
  • Documentation
  • Upgrade to ITSM 8.1(Server Group) from ITSM Suite 7.6.04 SP2
  • Upgrade till latest patches
  • Verification of customization/configuration data
  • Data configuration in CMDB
  • Integration with MS SCCM
BMC Remedy MS SCCM ITSM CMDB Application Support
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Edit Skills
Non-cloudteam Skill
Education
Bachelor's in Engineering in Computer Science
India 2006
Related Courses
ITIL Foundation V2,
ITIL Practitioner & ITIL EXIN Manager,
BMC Remedy ARS & ITSM,
Certifications
ITIL Foundation V3 Certified
Skills
BMC Remedy
2021
6
CMDB
2018
6
ITSM
2021
6
Documentation
2018
5
Training
2018
5
Application Support
2016
4
MS SCCM
2016
4
Application Support
2017
3
Crystal Reports
2017
3
HP BSM
2017
3
LDAP
2017
3
MS SCCM
2017
3
WebServices
2017
3
Data Integration
2018
2
Problem Solving
2021
2
Application Development
2021
1
Asset Management
2021
1
BMC AIE
0
1
Change Management
2021
1
Requirements Gathering
2021
1
SQL
0
1
SQL Server
0
1