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Rahul [email protected]
Professional Summary:
Around 6.5 years of experience in full development life cycle projects involving analysis, design, development, deployment, documentation, implementation, upgrade and maintenance of application software in Client Server environment on BMC Remedy ITSM.
8 Years of Total Exp in the area of Process Executive in Semi-Tech BPO Profile, Software Developer on BMC Remedy ARS & ITSM, Sr. Solution Integrator on BMC Remedy ARS Managed Service and Technical Consultant on BMC Remedy & ITSM
Strong management, organizational and communication skills displayed during communication with clients, project stakeholders, key users, technical team and project status/review meetings.
Successfully implemented / worked in various projects across the globe customer and acquainted with the best practices in implementation scenarios.
Well conversant with Application Implementation Methodology with Worked on end to end implementations involving Solution Design, Gap Analysis, User Training and Documentation
Excellent ability to support multiple simultaneous technical assignments in a fortune organizations as well as leading the team.
EXPERIENCE SUMMARY
Technical Consultant in Wipro Technology Ltd from July 2013 to till dateSr. Solution Integrator in Ericsson Global Services Pvt Ltd from Oct 2010 to June 2013.Software Developer in VyomLabs Pvt Ltd. From September 2008 to September 2010.Process Executive in Infosys Bpo Ltd. From April 2007 to September 2008
TECHNICAL SKILLS SUMMARY
BMC Remedy Developer with extensive experience implementing large BMC Remedy ITSM7 and BMC Remedy ARS applications in the role of Developer and SME.
Experienced on working with Solaris and Windows Environment Experienced in Performance Tuning for BMC AR Server and BMC Mid-Tier. Experience of working in Banking, Telecom and Technology domains Experienced of Enhancement of BMC Remedy Email Engine Experienced of working on the BMC Remedy Data Management Tool to upload large number of data to
various forms of ITSM 7.x Expertise in application Migration with BMC Remedy Migrator Expertise in integration application based on BMC Remedy Web- Service Experienced in the management of all phases of the application life cycle and best practices of software
design within a large organization. This includes Requirement gathering, Design, Installation, Development, Testing (application code and user acceptance), and Deployment.
Experienced in the whole phases of life cycle of a Project with in a large organization Experienced in working as a support after Application goes “Live” Skills in BMC Remedy 7.x design/development, including ARS Mid-Tier, Alerts, Email Engine, ITSM 7.x.,
Web Services, APIs, LDAP etc. Experienced in creating documentation and leading training sessions Experienced in maintenance (performance monitoring & proactive problem solving). Experienced in providing Corporate Training for Java & Adv. Java with Impetus Technologies
ACADEMIC SUMMARY
Master of Business Administration in Information Technology from IBMR College, Pune, IndiaBachelor’s Degree in Mathematics.Training in CMDB 2.x Implementation best practices and ITSM 7.x installation and configuration training from BMC SoftwareITIL Foundation V3 Certified.BMC Remedy CMDB Administrator 7.6.04 Certified.
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Professional Project Experience:
1. Wipro Technology, Pune, India
July 2013 to Current
Designation: Technical Consultant on BMC Remedy ITSM
Role:
Currently, working for one of US Telecom Customer, where includes my Job Roles and Responsibilities below -:
1. Participation in ITSM Up gradation from 7.6.03 to 8.1.01 – Going on
Run the Upgrade set up of 8.1.01 Back up of all workflow Objects Run the BPCU for Difference Report and Overlay Creation Identifying all the customized forms and workflow objects Planning for Test Cases for Testing Team Reviewing the Test Plan for each Module and phase
2. Enhancement based on ITSM 7.6.03
3. Customization upon ITSM 7.6.03, according to Client Requirements
Customization based upon ITSM Modules such as -: Incident Management Problem Management Change Management Release Management SRM
4. Development based upon ARS 7.6.03 for Core ARS based application such as-:
Billing & Order Application – It is an application based upon ARS Remedy 7.6.03, where it process the Bill for customer on the basis of their define rate cards and their Billing Cycle. This system will generate first Service Request -> Work Order and then accordingly it will process Bill for Customers
Off Board Alarm – It is an application of using ITSM component for creating Incidents through sent Alerts through BPPM. It will create Incidents in two ways -:
1. CI has defined specific parameter matches in CMDB
2. CI does not match specific parameter in CMDB
5. Gap Analysis of one more Core ARS based application
6. Involved into CI data redundancy issues of CMDB and sorting out
7. Creating AOT , PDT and SRD’s based upon customer requirement, where mapping customized field to creation appropriate request
2. Ericsson India Global Services Pvt. Ltd. Gurgaon, India
September 2010 to present to June 2013
Designation: Senior Solution Integrator (Customization and enhancement)
Role:
Played key role for Remedy Upgrade from 7.1 to 7.6.04 from Support Team end. Handled CR's for various customers development and customization based upon BMC Remedy 7.6.04 Performing SME Role and leading all BMC Remedy Issues Went Germany “Sep-2012” for two weeks for a workshop as well as to deliver solution for work
effectively integration between Versatel-DE and Ericsson application for business data exchange on a short module
Develop BMC Remedy work flow design for team mates to work on the customization assignment
Deliver Training Session on BMC Remedy based application Ericsson Resolution on Site at Accra, Ghana, Africa and received appreciation from customer as well.
Development and enhancement of the customize application based on BMC Remedy ARS 7.0 depending on client's requirement and ensuring the application running up and normal.
Providing the RCA of Incident and resolved the problem
Acting as a Primary contact for few customers such as Telia-Sonera – Sweden , Vodafone – Germany and Work Force Management application regarding their issues in Production environment
Apart from this, involved in customization and developing workflows to achieve customer's request based on BMC Remedy.
Actively Handling Business Transactional issues for Vodafone and Versatel, Germany As Prime Technical Driver
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3. Vyom Labs Pvt. Ltd., Pune, India
September 2008 to September 2010 (2 Years)
Designation: ITSM Consultant / Developer
Projects:
BMC Remedy ITSM Service Desk integration with Seibel and customization
Client: MTN, Lagos, NigeriaDuration: 3 MonthsTeam Size: 1
Description:
A Large telecom company MTN in Nigeria wanted to integrate Service Desk with Siebel to streamline the support activities with in the organization.
Role:
Study mandatory metrics of Service Desk to create Incidents via Siebel Prepare integration documents from Service Desk Part Create one staging form for storing data from Siebel and make required
Workflows for creating incidents in Service Desk Integration should be done in the two way communication. Means, whatever
Changes has been made either on the Service Desk or Siebel, it will reflect
Both sides respectively.
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BMC Remedy ITSM Service Desk Implementation
Client: Sahara India, Lucknow, UPDuration: 8 monthsTeam Size: 2
Description:
It was a large project in which a Large NBFC in India wants to implement Service Desk across 1508
branches in India to streamline the support activities within the organization.
Role:
Existing system study and creating documents for the same GAP analysis to demonstrate GAPs of current system as compare to ITIL best practices System demonstration workshop and foundation data gathering workshop to collect all required
configuration data from respective stakeholders Installation, Configuration of ITSM7 Service Desk Foundation data configuration, notification configuration and other client specific configurations. Various customizations as requested by the client. Few of the customizations include Increasing no of summary levels in IM from 2 to 3 Accessing of summary according to their locations Multiple customizations related to simplifying requested console and hiding multiple fields Multiple customizations related to access permissions and notifications Interacting with the client to understand the requirements, preparing various documents, obtaining
customer signoff and go-live activity
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BMC AR Server and Mid Tier Performance Tuning
Client: Sahara India, Lucknow, UPDuration: 2 monthsTeam Size: 2
Description:
It was again a project for Sahara. Their 1508 branches were accessing Service Desk via Mid-Tier over VSAT
and it was taking much time to open any forms / pages. So, we have done Performance Tuning for them.
Role:
First, study the time taken to open any pages, search any in any operations for AR Server & Mid-Tier.
Interaction with remote branches for getting actual information on time taken by AR Server and Mid-Tier.
Performance Tuning for AR Server such as Max Entries Returned by get List and Server Table Field Chunk Size
Performance Tuning for Mid-Tier Such as Mid-tier caching and Java Virtual Machine (JVM) heap size
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ITSM 7 Email Engine Enhancement for Service Desk
Client: Sahara India, Lucknow, UPDuration: 2 monthsTeam Size: 2Description:
Email engine configuration is tedious process. There is improvement required in Email Engine for:
Customization of Email Engine form such as AR System Email Message form for incoming mail will be getting entry on “Work Info”
Customization of outgoing mails as they want more data with “Email Body” content for their third party.
Configuration of generating emails on only few events of Incident ManagementRole:
I was involved in design, development of various modules of the project.
BMC Remedy Incident Management customization and Support
Client: Sahara India, Lucknow, UPDuration: 1 monthTeam Size: 2Description:
The aim of the project is Customization BMC Remedy Service Desk ( Incident Management) out of box and Support afer Live
Role: Implemented various customizations for Remedy out of box Service Desk Application
after Live Customized Incident management for the client as per the new requirements after
Service desk gone “Live” Various issues came such as increase the size of sql replication at the SQL level Various customizations in the Change request workflows as requested by the client as
per new requirements Writing various workflows as per the new requirement design Testing of various modules to make sure functionality is bug free.
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