Documente Academic
Documente Profesional
Documente Cultură
Rohini Madugula
617-449-8305
PROFILE
Remedy consultant with 9+ years of hands-on expertise in the design, development
, implementation, and administration of information technology applications usin
g Remedy Action Request System, ITSM COTS applications and various Database Mana
gement Systems.
* ITIL Certified.
* Strong analytical and problem solving skills and the ability to interpret and
communicate facts and data.
* Integration Analyst responsible for Systems Engineering, Designing, Developing
, Testing, and implementing specifications provided by the client.
* Hands on experience in Master ARSuite, AR Schema, Flashboards, Remedy EIE, Rem
edy Web Services, SLA Management.
* Experience in designing, developing, customizing & administering ITSM suite of
applications.
* Experience in configuring / maintaining / customizing ITSM 5.5 / 6.1 / 7.0/ 7.
5.
* Experience in performance tuning of Remedy Setups.
* Hands on experience on generating various reports with Crystal Reports and SQL
Server Reporting Services (SSRS).
* Experience upgrading ITSM suite from version 6.3 to 7.5.
* Experience in setting up of CMDB 1.1 and 2.0.
* Expertise in the Helpdesk / Service Desk, Change Management, Asset Management,
Change Tasking, and Service Level Agreement processes.
* Strong analytical and problem solving skills and the ability to interpret and
communicate facts and data.
* Strong knowledge of ITIL and ITSM best practices.
* Remedy Specialty areas using ITIL best practices - Incident/Problem Management
, Change Management, Asset Management, and SLA.
* Good understanding of Helpdesk / Service Desk, Change Management, Asset Manage
ment, Change Tasking, Service Level Agreement processes.
Web and .Net Technologies Development
* Experienced in developing web applications using ASP.NET 1.1, VB.NET, C#, ADO.
NET, VS.NET 2005/2003, Crystal Reports 8/9.x
* Strong knowledge of Object Oriented Analysis, Design and Programming (OOAD).
CERTIFICATION
ITIL Certified from ISEB
TECHNICAL SKILLS
Languages: C, C++, C#, Java, J2EE, VBA, PL/SQL, PERL, Fortran
, Visual
Basic, .NET.
Software Tools: Remedy Action Request System 7.x/6.x/5.x/4.x,
Remedy Mid-Tier 6.x/7.x/7.1 on Websphere, Remedy Migrator 5.x, Remedy APIs, Reme
dy Import 6.x, Remedy Approval Server 5.x, CMDB 2.0, MS Visio, TCP/IP, XML, IIS,
JavaScript, Crystal Reports 9.0, Matlab, Mathematica, Tecplot, Auto CAD.
Remedy Applications: Remedy Helpdesk Application 7.x, Remedy Change
Management 7.x, SLM 7.X, Remedy Asset Management
6.x/7.x, Change Management 7.5, Incident Management, Atrium
Core 7.5, ADDM 7.6, SRM 2.2.
Application 7.x, SRM - Service Request Management.
Web Technologies: ASP, Java / VB Script, PHP, Dreamweaver MX
Databases: Oracle 9i/10g, My-SQL, MS Project Server,
MS SQL Server 2000, MS Access 2000.
Operating Systems: Linux (Red Hat 9), UNIX (Solaris, SCO), Win9x
/NT/2K/XP.
EDUCATION
Bachelor of Science in Engineering (BS Eng), JNTU, India.
PROFESSIONAL EXPERIENCE
Tate & Lyle Americas
Decatur, IL
Oct 2009 - Oct 2010
BMC Remedy Administrator
* Installed and upgraded Atrium CMDB from v 2.1 to Atrium Core 7.5 patch 4.
* Gathered the requirements from the stakeholders, Installed and configured the
Atrium Discovery and dependency mapping (ADDM) v 7.6 tool in order to gather the
data from the company network and synchronized and reconciled with the golden C
MDB data.
* Successfully implemented BMC Dashboards & Analytics v 7.6 in production. This
implementation also involved the implementation of Business objects X1 V 3.1 sp2
.
* Implemented the SRM 2.2 patch 4 integrated the same with Incident, Problem and
Change management on the lower landscapes without any issues. Could not impleme
nt it on production due to budget issues.
* Installed and Configured Action Request System 7.5, Remedy Asset Management 7.
x and Remedy Change Management 7.x integrated with SAP systems.
* Heavily involved in application enhancements and troubleshooting during day to
day operations as backline support.
* Successfully impressed the IS/IT department managers with my diligent work and
by accomplishing the tasks within the given timeline.
* Involved in Migration of application from ARS 6.X to ARS 7.5.
* Involved in installing and configuring and setting up of data in CMDB 1.1 and
2.0.
* This Project Involved Developing new Applications Database Modification.
* Integrated with ITSM Modules ie Helpdesk, ChangeManagement, AssetManagement, A
pproval Server and Telealert.
* Extensively involved in the configuration of the ARS Remedy v.7.5 with up to d
ate client foundational data, Auto-routing the Incident, Problem and Change tick
ets using "Assignment Engine 7.1" and "Approval Engine 7.1".
* Configured and updated Remedy Flashboards 7.5 for the client's COTS and custom
applications using the Remedy utilities.
* Customization of SRM according to the client's requirements and Configure with
respect to backend applications i.e Incident and Change Management.
* Created various Crystal Reports such as Monthly reports, SLA Reports etc., on
Demand as well as Scheduled reports.
* Configured Remedy Email system 7.5 such that the customer ticket's status is n
otified through email notifications which are further routed to Microsoft Outloo
k 2007.
* Involved extensively in the Remedy upgrade project of AR System Server 7.5 whi
ch includes various Remedy utilities like Assignment Engine, Email Engine, Flash
boards, Approval Server, AR server, latest version of Apache Tomcat 5.5.25 servi
ces maintenance.
* Customized the OOB Help Desk, Change Management, Asset Management as per the c
ompany's business requirements.
* Integration and enhancements to the import criteria from Helpdesk to Clear Que
st.
* Synchronized Acceptance and Production servers using Remedy Migrator, code mov
e for enhancements and defect is done by using migrator tool (dev*acc*prod).
* Worked on the performance of the application by adding indexes on commonly use
d fields and setting QBE match, avoiding the server termination by excluding the
escalators and distributed servers.
* Involved in developing Perl, Shell scripts to automate batch jobs and updating
Remedy User data base from the external databases.
* Created various Crystal Reports such as Monthly reports, SLA/SLM Reports etc.,
on Demand as well as Scheduled reports
* Involved in migration of definitions and data using Remedy Migrator 7.5, impor
t, and export tools, from development to production system.
* Implementation of Remedy Mid-Tier 7.5, with customized auto-assignment of tick
ets from end user web submissions.
* As an Admin, need to check the server performance, error logs, permissions, gr
ant access and archiving the data.
* Worked with UAT team to prepare a user document and business process document
for reference.
Environment: ARS Remedy 7.5/7.x, Help Desk 7.x, SRM 2.2, SLA, Asset Management 7
.x, CMDB 2.1, Atrium Core 7.5 patch 4, ADDM 7.6, Sql Server 2005, HP-Unix, Maste
r ARSuite 5.1, Migrator 7.x.
South Florida Water Management District (FL State Government)
West Palm Beach, FL
Apr 2009 - August 2009
Sr Remedy Developer/Administrator
Fidelity Investments, VA
May 2003 - Aug 2005
Remedy Analyst / Administrator
* Involved in Collection, Design & Analysis of the Customer Specifications, Deve
lopment and Customization of the Application.
* Worked for Help desk, Change and Asset Management Applications.
* The Asset Management application allows the users to add or modify asset inven
tory details. This application provides the capability to store vendor, service
and configuration details of the assets. It also provides the ability to create
parent and child relationships between assets.
* Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filte
rs, Filter Guides, and Escalations for upgrading and restructuring of workflow f
or Help desk and change management applications.
* Also provided production support for Help desk, Change and Asset management ap
plications.
* Also used Master ARSuite software for analyzing the Remedy workflow and docume
ntation purposes.
* Also involved in generating the emails and escalating to the appropriate manag
ers depending upon the business rules of the applications.
* Involved in the implementation of external processes to read the data from the
Oracle tables of legacy systems, process the records and inserts or updates to
the Remedy Schemas using C Remedy APIs.
* Also involved in the implementation of high availability system using hot back
ups and archiving the data using SQL Server scheduled jobs.
Environment: Remedy AR System Software 4.5.2, 5.x, Master ARSuite Tools, SLA/SL
M, C, C++, UNIX Solaris 2.8, SQLPlus, Crystal Reports, PL/SQL, Oracle 9x/10x, Ja
va, XML, JSP, SQL Server 2000.