Madhu Kumar Dora Email & Phone Number

I have 20 years of IT experience which includes 18 years of BMC Helix/Remedy ITSM and related products domain experience (17 years of onsite customer experience which includes in Finland and Saudi Arabia countries) certified as an "ITIL® 4 Specialist" and part of implementations I have been performing different roles like BMC Helix Technical Solution Architect, BMC Helix/Remedy Technical Solution Engineer,Senior BMC Helix/Remedy Developer, BMC Helix/Remedy Technical Analyst, and Senior BMC Helix/Remedy ITSM consultant with Team Lead role for large scale IT organizations of Saudi Arabia since 2010, working with BMC Software partner company MIS with Un limited customer success track.Having master and advanced level knowledge on BMC Helix/Remedy ITSM, BMC Discovery, and also on ITIL V3 and V4 by understanding customer business requirements, aligning with business process requirements, mapping with BMC Helix/Remedy ITSM Tool Out Of The Box(OOTB) functionality, If needed doing customizations/integrations.I'm well versed on BMC Helix/Remedy from 5.x version to the current version 20.x BMC Helix/Remedy AR Server and its related products, ITSM (Incident, Problem, Change, and Asset Management), SRM, DWP, DWPCatalog and BMC Discovery. Reporting implementation and development on BMC Dashboards and Analytics (includes Installation, Administration and configuring BOXI servers), development of Crystal Reports, Remedy Smart Reporting(Yellowfin) Installed and configured BMC Remedy SSO and Atrium SSO implementations and configurations for LDAP and Kerberos authentication. Comprehensive knowledge of implementation/upgrade and administration on ADDM, CMDB troubleshooting between two systems on discovered CIs related to Normalization and Reconciliation jobs. E2E implementation on Current new BMC products for mobile applications (IOS, and Android) DWP Smart IT, Smart Reporting on the multi-server environment. Education - Master's DegreeMaster of Computer Applications(MCA), passed with 71% Certified on - BMC Remedy IT Service Management 8.0 BMC Accredited Administrator - BMC Accredited Administrator: BMC Atrium Discovery and Dependency Mapping 10.X - BMC Certified Professional: BMC Atrium Discovery and Dependency Mapping 10.x. - BMC Certified Administrator: BMC Remedy IT Service Management 7.6.04 - ITIL V3 foundation level, Completed in 2009. - ITIL V4 foundation level, Completed in 2019 with 95% of marks. - Certified in "ITIL® 4 Specialist Create, Deliver, and Support", Completed in 2020 with a 90% of the score.

Listed skills include It Service Management, Bmc Remedy, Bmc Remedy Ar System, Bmc Remedy Administration, and 6 others.

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  Pre-Sales Value Solution Engineer - Service Management Architect

  Mis - Al Moammar Information Systems Co.

  May 2021 - Present - Riyadh, Saudi Arabia

  I have been working since 19 years and Solution Expert in Business Service Management and Enterprise Service Management top Gartner products of "BMC Helix/Remedy" and "ServiceNow" on ITSM and ITOM with AI/ML concepts on the latest technologies of choice of deployment (On-Premise, SaaS, Multi-cloud and Hybrid), choice of cloud (AWS, Azure, IBM, BMC), choice of cognitive (IBM Watson, TensorFlow), choice of channels (web, SMS, Skype, Slack, …) for customers and now choice of RPA (Automation Anywhere).