Practice Delivery manager

• Worked as a Technical Specialist Initially with Support and then the Development team for OHS,INOHS,CEOS,ITSM bespoke Application• Managing the Release of ITSR and Major development projects from scope initiation to final implementation and warranty support post live deployment• Maintaining CMM level and handling Audit requirements for compliance of the OHS project.• Development of various minor and major Projects , Performance improvement , Automation of Tasks and bug fixing for OHS • Analysis of Tools and technologies like Abydos Analyser, HP Violin Memory.• Setting up ARS Environment on Unix and Midtier over Windows and configuring Midtier 7.1 to work with Old version of Remedy so as to setup Automation and Performance testing of Remedy• Estimation of Development and testing requirements• Specialising in Migration , Repair and setup of Remedy ARS / ITSM Based Solution’s• Handled the transition of OHS Development and Support both from Infosys.

Working as a Project Lead for the Springboard Remedy Project. Working on the Architecting , Configuration, Integration Customisation of the ITSM COTS product.Also involved in the Release management, Testing and Support Responsibilities:• Project Lead handling a team of 5 members and several Integration teams• Work involved the Helpdesk , Problem, Change , SLM Modules• Technical Architect for the Remedy ITSM Solution • Installation of the Remedy AR server and ITSM Suite of Applications• Configuration of and Customisation of the ITSM Solution for the needs of the client • Setting up the Foundation data Using DMT tool• Managing the Releases of the Remedy ITSM upgrades and Patches• Coordination with the Integration team wrt. Unicorn , NetXpert (FMS), Metasolv.• Designing the Low-level design and test cases• Working on Crystal reports for Reporting.

Working on WPM application as 2nd and 3rd line support. WPM is workflow and problem management system that is single solution to support the service operations and regional operations. This is based on Remedy ARS 6.3 and the ITSM SuiteResponsibilities:• Performing 2nd and 3rd line support activities (BAU).• Managing the Release of Patches and Fixes along with new development.• Coordination with the Client and the Development team for Prioritisation of Requirement.• Implement Change and Generate weekly reports for the team statistics.• Analyze the snag (defects and enhancements) list. • Understand new change requirements.• Prepare design document for the new change requirement.• Raise change request as per the change process. Develop and implement change.• Perform technical releases.• Supporting XML Interfaces like Oracle HR, HP Openview Service desk, Central Data store, Evenflow,Cramer.• Common Fault Gateway interfaces like HP OpenView IT Operations, Peregrine, VLTS.• Liaise with 3rd party suppliers for support and procurement, e.g. BMC, Fujitsu, Alarm Point.

Involved in the Remedy Competency building activity of Infrastructure Management Services which involved below function’s • Setting up the Remedy and ITSM Lab.• Training the resources on Remedy ARS and ITSM suite.• Presales for the Remedy and Fault management systems.Handing Development , L3 and L2 support for Citigroup EMEA

Role and Responsibilities : Onsite Coordinator / Tech ArchitectHandled the Remedy Helpdesk Development \ maintenance of EMEA HrTech in the Position of a Project Lead since July 2005 till Dec 2006. Successfully executed the Upgrade and Enhancement of Remedy Helpdesk version from Remedy Version 4.5 to 6.3 and Migration from Oracle to SQL Server at the client in UK. Work involved handling a four member Remedy team for Development, Upgrade of Remedy and coordinating with various Satyam Units for Integration.Also involved in managing external Vendors and was an Onsite Coordinator.Visited UK for Upgrade and Requirement Analysis of Phase 2 and Phase 3 of CB Helpdesk. • Co-ordination with Onsite client (Business, Users and Technical team) for requirements gathering, development and logistics.• Project Lead handling a team of 4 members and coordinating with the Onsite Team,SMS /CCS Team , NTSATS and .Net team • Upgrade from Version 4.5 to 6.3• Customized forms for the Web Interface (Mid-tier).• Customization\ Configuration of Help Desk, Mid-tier, Email engine.• Managing the Release from Initiation to Post Go Live.• Enhancement of the present Helpdesk Solution including Integration with other tools• Functional & Technical understanding of the requirement and documenting the MDD and TSD documents Understanding Compliance and Security needs.• Coordinated with External teams to develop .Net and Java API to integrate with SMS and CCS. Also helped Set up the Disaster Recovery systems.• Developed AR System Reports and Modules.• Automatic Creation of Entitlement feed (EERS feed) for EERS Application• Involved creating DTS packages and Stored Procedures.• Unit / System testing and also black box testing.• Integration with Change Control System and Security Management System.• Helping the Production Support Team to resolve issues.• Documenting the processes.• Setting up the Remedy Email Engine to send mails with the form data.

Responsibilities:• Coordinating with onsite PSR Team and Product Teams in India • Creating Modifying and Executing test cases on the Pseudo Client environment as per Patrol 7 Architecture, Analyzing results and providing info for Process Improvement. Assessing the Performance scalability and Reliability of the Patrol Components.• Creating, monitoring and maintaining the test bed of up to 350 machines with various OS flavours and components• Installing Configuring and Maintaining Patrol Agents, Knowledge Modules, Cserver , Rtserver, PCWin, PCWeb on various platforms either manually or using Patrol Distribution Server.• Also Involved in RemedyAR system Installation, support and configuration and helping team members in BSM testing.• Configuring the environment with Patrol configuration manager• Worked closely with the Automation Team to Automate Test cases for regression testing.• Worked on automating testcases Using End to End Response timer and ETE Robots also Silktest 6.5 and a bit of scripting.• Monitoring and analyzing data of CPU, Memory, Swap, I/O and Network using the Patrol Performance manager.• Siebel Performance Monitoring using Patrol Console and Siebel KM.• Worked on the BSM strategy• Approving the Releases of Patches of various BMC Products based upon the Test Results

Client : Cummins Inc Role : Remedy Administrator Problem Management, Change Management, for Cummins Inc USA on Contract with S& R technologies USA. Work involved resolving Issues with the Remedy ARS faced by the Employees of Cummins Inc worldwide. Resolving Tickets, sorting out Issues and passing on the trouble tickets to the respective groups. Handled issues with the UNIX environment. Maintained the Telalert Script.Web Based Projects in BossIT• Isacapune.org the website of the Pune chapter of Information Systems Audit and Control Association USA was wholly designed and maintained by me (Awarded International Gold rating for best Site)• EsalesMonitor (A Web based Marketing System) • Online Consulting System: (Web based system uses the Timesheet to capture, store and modify the information as for how many hours the consultant worked for the customer and what service was rendered to him)• Project Management System : (It’s a Project management System designed for IT Industry)• Developed / Mantained the following sites www.quick2work.com, www.bossit.com, www.giftbharat.com, Wingstravels.com , Site4results.com , ashishcans.com , blindduck.net