• Worked in various roles providing technical and non technical support to enterprise
  customers assisting on issues in Installation/Upgrades/Configuration/Use/Integration of BMC Remedy Products ARS, ITSM, CMDB, SRM, DWPA, Smart IT and other BMC Products and
  solutions.

Premier Support Engineer:

• Worked as Premier Support Engineer working with technical and management contacts from dedicated customers, understanding their Organization and roles.

• Went on Customer Site Visits to help the customer understand and achieve the best value from using BMC Remedy Products.

• Helped in Premier service renewals Built strong relationships, worked as customer advocate to ensure timely completion of their projects and deliverables.

• Participated in daily calls for any customer escalations and critical issues and worked as a team to guide successful completion of agenda items.

• Gained highest customer satisfaction consistently. Maintained Customer mockup labs and in-house installations to be able to reproduce customer issues and worked with BMC engineering and other support teams to help get the customer timely resolution to their reported issues.

• Recommended Best Practices, Documented Root Cause Analysis and all activity notes in issues reported. Contributed to knowledge Base and mentored other team members, Shared knowledge by presenting in team meetings and provided case updates, insights and information/reports needed by management.

• Communicated well by analyzing and translating technical concepts into business terms and also mapping business requirements into expected customer outcomes. Learned new features in upcoming releases in BMC Products, by keeping aware of the Products roadmap, learnt new tools and technologies in order to help the Business and Customers.

• Facilitated communication between customers and BMC Product management when needed.

• Conducted Health Checks and provided Health check documents to help Premier customers keep their environments in check.

• Worked with Professional services contacts as a team to ensure any hurdles in timely completion of the projects are handled efficiently and in a timely manner.

• Worked with Sales team and Account Managers to help maintain highest level of satisfaction for the Premier Service Offering.

SaaS/Remedy On Demand Engineer:

• Worked as a Senior engineer in BMC SaaS - Remedy on Demand Team learning all tools
  and technologies and providing highest level of support to Remedy On Demand customers.
  Involved in Disaster Recovery project for the environments for SaaS Customers.

Senior Technical Support Engineer:

• Worked as Senior Technical Support Engineer in different Product Support teams. Excellent
  knowledge of ARS, ITSM, CMDB, SRM/DWPA.
• Consistently try to provide proactive guidance to customers to avoid risk, also advise them on BMC Software solutions, product integration, roadmap and strategic mission.

• Team Lead, Remedy Developer/Administrator, Java developer, JavaScript, Perl Programming, Shell scripts, Unix/Linux, Windows, MS SQL, Oracle PL/SQL Development, Web services.
• Crystal Reports, Business Objects, Managing Large customer databases.
• Installation/Upgrades/Configuration of Enterprise Software.
• Requirements Analysis, Project Management, Configuration Management, SDLC, Supported In-house Remedy Custom applications, training users, presenting to Management/ Stake Holders/ Sponsors.
• Managing Project plans to ensure technical deliverables are on time and ensure highest quality and accuracy.

• Helped in ongoing projects in Remedy, Dealt with Vendors to install, upgrade, configure Enterprise Software and applications.
• Contributed new ideas to the team to help them understand and Administer/Use the applications efficiently in order to realize the best value provided by the Software

• Developed large scale complex custom applications i.e Help desk, to be used by internal and external customers.
• Created Reports for management to understand data trends and data sets to help in future business strategy and scaling of the environments.
• Helped management in decision making by comparing multiple vendor applications/tools and understand which will provide the best value according to the user base, business requirements and existing and possible new integrations to existing systems.
• Worked in a large team setting, Provided technical support to the whole team using various technologies. The applications were well received by customers and sponsors.

• Worked in C++ Development and Remedy Enterprise Software.
• Worked in various projects to develop/manage/maintain inhouse applications.
• Provided support to internal and external customers.
• Communicated with various teams to integrate in-house systems to reduce duplicacy of data and transparency between systems.

• Created Demo applications in Windows 4GL, FoxPro and Dbase/SQL to create front end GUI.
• Developed in house applications using Using Graphics tools, Unix, Microsoft Windows.
• Worked in a Large team setting.
• Shared Information and Ideas by creating presentations.
• Followed Software development life cycle and used Configuration Management Systems to manage code and iterations of Software development

• Book Keeping/Accounting, Managing customer database, using Word, Excel, Created Software applications and migrated Excel sheets into database and created Front end GUI to help manage inventory, customer information and orders.

• Class B Scientist working on IT Projects from DRDO, India.
• Projects involving database/SQL, Graphics design, Game Design, C. Basic, Fortran, Cobol, Dbase, Direct Report to Director, ISSA Delhi, India

• IT Instructor teaching Software Development methodologies and Programming to students.
• Creating lab projects, assignments. Assessing Students Progress and Reporting Grades to help them achieve certifications.