Role: Enterprise Solution Architect

ITSM, SRM, CMDB (version 19.02, 9.1), SmartIT Smart Reporting

• Design, implement and administer integrations with various State-owned Auto-Discovery sources for Workstation Discovery, Network Devices discovery, Server and Storage discovery by integrating with tools such as Microsoft System center configuration Manager (SCCM)
• Architect & implement the upgrade of the existing BMC Remedy environment Stack to the current version of 19.02 for BMC Remedy Mid-Tier using Apache Tomcat, BMC AR System, ITSM suite of Applications, Configuration Management Database, Service Request Management application, Service Level Management Application, BMC SMART-IT, BMC Smart Reporting.
• Customize Remedy forms, Developing workflows, escalations, filters
• Architect, implement and administer integrations with State owned custom applications via SOAP Web services and REST API interfaces.
• Develop Extract Transform Load (ETL) processes to interface with various state owned and COTS (commercial of the self) products to consume data and host it in the BMC Atrium Configuration Management Solution (CMDB).
• Install, configure and Administer BMC SMART-IT for ITSM, BMC Smart Reporting for Business intelligence.
• Develop Functional and Technical design documentation for the gathered by business requirements for the project complying by the State of Michigan SUITE documentation standards.

• Customize Remedy forms, Developing workflows, escalations, filters
• Experience in Spoon job and Transformation.
• Experience in MyIT and SmartIT
• Experience in Smart Reporting and created more than 40 reports.
• Started working on Digital workplace (DWP).
• Creation of complex SRD using AIF based on the requirement and also some OOTB SRD.
• Creation of Template for IM, CM, WO and Task template and assignment based on the location and support group.
• Configuration of the Change, Incident, Problem, Service Level, Request Management and CMDB modules
• Enhancing subject matter expertise on new and emerging Remedy features and supported technologies
• Evaluating more complex requests and development assignments that may involve the co-ordination of several analyst programmers
• BMC Reporting and Analytics for creating customize report based on the requirement.
• Working on the support ticket assign to the team base on issue or new requirement.

ITSM, SRM, CMDB version 8.1

• Working as a BMC Remedy SME.
• Creation of Spoon job and Transformation for removing duplicate data, moving relationship.
• Customize Remedy forms, Developing workflows, escalations, filters
• Created complex Job and Transformation to manage data in different Atrium classes and Relationship form.
• Created Reconciliation job for getting the data from staging dataset into the Golden dataset.
• Experience in Atrium Core console, Class Manager, Reconciliation related to different source of data.
• Configuration of the Change, Incident, Problem, Service Level, Request Management and CMDB modules
• Enhancing subject matter expertise on new and emerging Remedy features and supported technologies
• Evaluating more complex requests and development assignments that may involve the co-ordination of several analyst programmers
• Provide oversight, work direction and mentoring to the team's Application Developers
• Learning Datamart for reporting purpose.

Role: SaaS Remedy on Demand Application Management support analyst

ITSM, SRM, SLM version 7.6/8.0/8.1/9.0/9.1

BMC Remedy On Demand is the most feature-rich and user-friendly IT Service Management (ITSM) solution available in the cloud today. It works based on software-as-a-service delivery model.

• Supporting more than 150 customers worldwide on different version like 7.6/8.0/8.1/9.0/9.1
• Supporting ITSM, SRM, SmartIT, MyIT, SLM along with AR Server and Web Server.
• L2 and L3 BMC Remedy Support for Incident Management, Problem management, Change management, Asset, CMDB, Task management, Service Level Management and SRM.
• Setting up classification and priority details of incidents.
• Performing various other day to day support activities

Role: BMC Remedy Senior Consultant

SRM, SLM and CM - v 7.6.03 and 8.1

Working as an SME for the modules: SLM, CM and SRM

• Handle onboarding of applications on SRM, SLM and change management modules for different Capgemini units.
• Gather requirements and prepare Functional Requirement Solution document.
• Handle module related configurations, development and issue resolution.
• Demonstration of Proof of Concept as well as developed modules to Users.
• Development and customization as per requirements.
• Assist UAT Team to prepare test cases, testing and bug fixing.

BMC Remedy Configuration/Administration/Support

• Supporting IM, CM, SRM and SLM modules.
• Creation of report on Reporting console and Oracle Business intelligent based on the requirement.
• Creation of SLA for new services getting added on ITSM.
• Configuration of Foundation data based on the new requirement.
• Setting up classification and priority details of incidents.
• Performing various other day to day support activities

• Configuration of Foundation data (Company, People, Support Group, Operational category)
• Creation of Service Request design along with PDT & AOT
• Created Filters and Forms for Service request specific to the requirement
• Building of more than 500 SLA based on Region, Operational category
• Creation of different time segment for SLA based on different geographic location
• Creation of report through Analytics and Business Object using Formulas and Query
• Integration of ITSM Remedy with Email engine, AD.

Tools/Technology: AR User Tool, BMC Developer Studio, BMC Data Management tool, Data Import tool, SQL Server 2008

• Design Network Architecture for Cisco
• SA for over all location (Atlanta, Chennai, Bangalore & Noida)
• Migration of Clarify to Cadets tool
• Analyze performance of the system and ensure the performance objective and availability of the requirements
• Responsible for the evaluation and recommendation of the new hardware and software.
• Resolved issued related to hardware, software and system issues.
• Configuring Server & Network device as per the requirement Tools/Technology: Clarify 12.5, Unix, Perl scripting.

• Scheduling daily backup of all servers like (SMTP, ADS, Backup, FTP, Antivirus, Mail, Patchlink etc).
• Attending to incident using client proprietary incident management system (CA unicenter Service Desk).
• Migration from Lotus 7.0 to Microsoft Exchange 2007.
• Assist team in resolution of hardware, software and system issues.
• Responsible for providing the desktop system administration and support to the network.
• Hosting of New server as per the requirement.
• Configuring Server & Network device as per the requirement.
• Escalation of incident to various level based on the SLA. Tools/Technology: CA Unicenter Service Desk, NSM (Network & Server Monitoring tool), HP Data Protector Key Achievements: Completed Migration of Lotus Notes to Exchange server 2007 and migrated almost 300 users in 1 month

• Attending to the Incident & Change request raised using Remedy
• Follow the ITIL v3 framework and worked as per the standard procedure
• Assigning and validating the Incident based on call category and location
• Validate the type of Change request and if required modify the changes like Criticality, Duration, Type etc
• Customization of Remedy ITSM applications like Incident management and Change management
• Handle High medium and low severity issues
• Report generation and analysis using Analytics and Business Object
• Tools/Technology: BMC Remedy tool

• Provided Level 1 support for Lehman Infra in 24X7 Shift model
• Attending to incidents using client proprietary incident management system
• Escalation of incidents to various levels based on SLA
• Co-ordination with Level II team for technical problems logged at the Service Desk
• Initiation of Change Request for incidents/Service request when required.
• Report generation and analysis
• Resolution of incidents logged in the system by following standard operating procedures
• Create/Modify Users & Groups
• Tools/Technology: SAM Portal, Win 2003 Server, UNIX