Senior Developer, Senior Analyst, IT Analyst

Team Size: 10 PROJECT DESCRIPTION: This project is comprised of different types of enhancements on different ITSM platform where around 100 domestic customers are getting serviced on shared platform on single platform. Maintaining multitenant environment along with customer specific customization according to their requirement. I am from operations and admin team in HCL Comnet Ltd and responsible for all kinds of configurations, integrations and customizations with respect to customers' requirement and deploy the code to production environment for small enhancement. RESPONSIBILITIES: * ARS System (7.5, 7.6) Foundation (ITSM)- Customer on-boarding, BEM/BPPM-Remedy integration, Assignment configuration, Customization, Access restriction, Customized access with computed groups. * Service Level Management (SLM)- Configuring Agreements, Service targets, Service Windows, Service target groups, milestone notifications to dynamically populated addresses and other SLA related customizations. * Data Upload- Bulk updates using BMC Import tool, DMT and AIE Engine. * ITSM Modules- Incident Management, Change Management, Problem Management, Asset Management, Tasks Management, Service Request Management (SRM), CMDB. * Application Server Admin- Log Analysis, Tomcat tuning for Remedy Mid-Tier. * Remedy Integration- AIE Integration, BPPM integration, Email server integration. * Troubleshooting- All operational issues handled on time to time with precision; including license issues, fix auto closure failure issue of auto ticketing, SLA related issues, exception handling and auto ticketing issues. Root cause analysis of day to day issues. * Client Interaction- Coordinating work with Clients, offshore, vendors (Internal and external) and BMC to deliver required solution. * Training and Mentoring- Conducting HCL India Business wide training giving hands on Remedy, every day one to one sessions with Customers or Support users, preparing documents for technical reference. * Managerial Skills- Working in challenging shared environment with 5around 100 customers on boarded. Working single handed on all admin and development tasks * Reports- SLA, Incidents, Problems and Changes opened reports for day to day analysis and presenting it to clients.

Team Size: 15 PROJECT DESCRIPTION: This project is comprised of diffferent tools of enhancements with multiple interlinked tools & platform. I am from development and leading admin team and responsible for all kinds of configurations, integrations, daily issues, foundation and customizations with respect to customers' requirement and for technical documentation in Confluence using Remedy 9.1.x. I was in USA for 2months for taking transition and delivering it to offshore team. I have trained Onsite team with different BMC Remedy inbuilt tools. RESPONSIBILITIES: * Implementation of Incident Management, Change Management, Problem Management. * Migrating codes to different environment through Migrator Tool. * Enhancements in SRM and ITSM modules. * Custom email notifications. * Bulk updates using BMC Import tool, DMT and UDM Tool. * Handling enhancement requests for Service Request Management, Incident & Change modules of ITSM and ARS. * All escalated issues of Admin/Support team. * Preparing documents for client as well as for users in Confluence. * Maintaining all support/admin team members. * Gathering requirement from client to complete the request.

Team Size: 15 PROJECT DESCRIPTION: This project is comprised of diffferent tools of enhancements with multiple interlinked tools & platform. I am from development and leading admin team and responsible for all kinds of configurations, integrations, daily issues, foundation and customizations with respect to customers' requirement and for technical documentation in One Note using Remedy 9.1.x. I have traveled to USA (Texas, Houston) for taking transition of Aglie Methodology and successfully implemented Agile in offshore team. RESPONSIBILITIES: * Implementation of Incident Management, Change Management, Problem Management, CMDB and SLM Modules. * Migrating codes to different environment through Migrator Tool. * Enhancements in SRM and ITSM modules. * Custom email notifications. Bulk updates using BMC Import tool, DMT and UDM Tool. * Handling enhancement requests for Service Request Management, Incident & Change modules of ITSM and ARS. * Worked on TFS for raising Bug, Issues and enchancements, etc. * All escalated issues of Admin/Support team. * Preparing documents for client as well as for users in One Note. * Maintaining all support/admin team members. * Gathering requirement from client to complete the request.