Padmavathi Ravi Email & Phone Number

Service Request, Incident, Problem and Change Management for Remedy System .Manage the BMC Remedy • Hands on Experience with i) BMC AR (Action Request) Server ii) BMC Asset Management iii) CMDB resource iv) BMC Midtier v) Remedy Migrator vi) Responsibilities include System administration, installation, configuration and a upgrades • Strong Knowledge of BMC ARS Architecture • BMC Remedy Support experience • Knowledge and hands on experience with Upgrade paths from 7.1 to 8.1 • Aware of BMC Remedy Best Practices • Strong Analytical and logical skills • Hands on experience working with OS like UNIX .

Frisco Tx

• Resolve Technical problems (over the phone, Chat, Web or remote systems support) by utilizing exceptional communication processes, customer handling skills, as well as strong analytical skills and quality-conscious demeanor.• Performing Level 1 Production Support role for automated jobs failure• Providing support for more than 50 applications for major healthcare Industry.• Support Campaign (75,000+ calls a month) for conglomerate of Anthem, Inc., Amerigroup (60K+ U.S. users), Blue Cross Blue Shield, EmpireBlue (all owned by Wellpoint Health Networks, Inc.), as well as Vendor/Contrasctor users, providing end-user support (in office, Work at Home (WAH), Of Premise Worker (OPW) & Offshore) on Desktop, Data & Voice, both software and hardware troubleshooting with efficient resolution on First Call and Global outages (NOC-verified & IVR posted), following strict global medical claims systems policy, procedure & guidelines during Mon-Fri 8am-5pm CST, resulting in achievement above and beyond team expectations per Quality Report Score (94% Average).• Working experience with Unix to resolve various application issues.• Manage Standard Operating Procedures• Provide accurate documentation of incidents and problem resolutions• Maintain knowledge of Standard Help Desk Operating Procedures• Utilize troubleshooting techniques in support Work Stations, Networked Printers, Password reset for various Accounts and applications. Support of applications such as Active Directory, Outlook, Lync, Citrix, Mainframes etc.• Support of operating systems on multiple platforms• Provide professional support to the customer with the expectation of SINGLE CALL RESOLUTION.• Independently resolve tickets within SLA Adherence policies as standard operating procedures / work instructions, following the escalation process, along with shift hand-over process & update work logs.

Incident, Problem and Change Management for Remedy System . Manage the BMC Remedy • Hands on Experience with i) BMC AR (Action Request) Server ii) BMC Asset Management iii) CMDB resource iv) BMC Midtier v) Remedy Migrator vi) Responsibilities include System administration, installation, configuration and a upgrades • Strong Knowledge of BMC ARS Architecture • BMC Remedy Support experience • Knowledge and hands on experience with Upgrade paths from 7.1 to 8.1 • Aware of BMC Remedy Best Practices • Strong Analytical and logical skills • Hands on experience working with OS like UNIX and Solaris •