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Please Note: Salary depends on the prevailing market rate.

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

* Gathered requirements from various business groups/users.


* Analyzed and evaluated these requirements within ITIL framework and industry b
est practices.
* Installed and Configured Action Request System 7.5, Remedy Asset Management 7.
x and Remedy Change Management 7.x with Alarm Point Systems.
* Development and implementation of a custom Time Tracking tab for tracking of a
ctual hours worked and notes on a particular request.
* Installed and upgraded Action Request System Remedy from 5.x to 6.x and then t
o 7.5.
* 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.
* 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.
* Involved in the upgrade of the ITSM v.7.0.3 to patch 7 and patch 9 with up to
date user defined customizations.
* Involved with Integration of SAP, SQL and Oracle 10g servers with Action Reque
st System Remedy 7.5. Integrated with the Help Desk application for automatic as
signment of support tickets and tracking changes, invoices and managing Assets.
* Maintenance of company's custom built & customized applications and involved i
n the production support.
* Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filter
s, Filter Guides, and Escalations for work flow.
* Involved in installing and configuring and setting up of data in CMDB 1.1 and
2.0.
* Involved in customizing Remedy Customer Service Support (CSS) according to the
business needs and developing interfaces to handle data with external applicati
ons.
* Deployed all of the developed internal applications on to the web using Remedy
Mid tier.
* Involved in the development of web interface using Remedy Mid-tier web service
s and consumed in .Net environment using C# and XML Schemas.
* Designed and deployed integration of Remedy v 7.5 ticketing system with other
vendor systems.
* Created successful home grown applications while maintaining ITIL best practic
es of software design, including iterative development, data driven workflow and
generic application design.
* Managed developers and support people for Remedy, Web, Integration and Testing
teams.
* Developed consuming and publishing web services using WSDL, SOAP, XML to estab
lish communication between remedy and external system like UPS for automating st
atus update of Helpdesk tickets.
* 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.
* Used Oracle PLSQL scripts for data conversion, SQL menus and for generating Re
medy External Views.
* Created various Crystal Reports such as On Demand Monthly reports as well as S
cheduled reports.
* Developed distributed server option to synchronize the data flows between appl
ication and warehouse servers to balance the load level on application servers.
* Involved in customization and upgrading Remedy system.
* 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.
* Provided technical input and assistance with troubleshooting applications.
* Designing web pages and applying CSS style sheets to them.
Environment: Remedy ARS 7.5/6.1, Remedy Migrator , Remedy Import 7.5, Remedy Hel
p Desk Application 7.x, Remedy ITSM 6.0/7.0/7.5, CMDB, AREA LDAP, C, SLMs, ARS P
erl and Unix Scripting, Windows 2000/XP, Oracle 9i/10g, SUN SOLARIS, Java, .NET
, Crystal Reports 9.x, XML,SOAP.

EBay Inc., San Jose, CA


April 2006 - Feb 2009
Sr. Remedy Developer
* Elicit requirements and business needs from Business Users; conduct project ma
nagement tasks, such as tracking bugs and issues, liaison with various internal
and external teams to communicate requirements.
* Liaison between the IT Team and marketing, legal teams and strategic business
unit (SBU) groups, UAT, SIT teams, usability groups, and various other teams.
* Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filter
s, Filter Guides and Escalations for workflow.
* Created the CI's and configuring Relationships in Asset management - CMDB.
* Developed advanced customized workflows for custom built applications to meet
the business requirements and maintain the applications stable.
* Involved in developing queries using PL/SQL statements to pull relevant data f
rom Oracle 8i database tables.
* Involved in configuring and customization Approval process in Change Managemen
t.
* Worked on Performance Tuning of the applications by removing the repetitive wo
rkflow, adding indexes and setting QBE Match to avoid server terminations.
* Customized OOB ITSM- Change Management application by changing approval Proces
s based on business requirements.
* Involved in integration of Remedy with the ERP Databases to pull all the requi
red Data and the related RMA's into Remedy Database using Java APIs.
* Created the complex workflows to invoke the PL/SQL packages using the Remedy E
scalations.
* Extensively worked on Remedy Reports for Metrics using Crystal Reports 8.x and
Join forms.
* Created and configured Service request processes for SRM 2.1/2.2 and Customiza
tion of SRM 2.2
* Worked extensively on Server log files to analyze problem root cause.
* Developed a custom built application which acts as Knowledge Base and Search E
ngine on all the Defect Tracking applications at Brocade.
* Involved in different phases of testing like System Testing and UAT (User Acce
ptance Testing.
* Responsible for providing the excellent support for custom - built application
s for approximately 200 users also maintaining a technical relationship with BMC
Remedy with regards to requesting enhancements, license management, upgrades, R
eporting and Bugs.
* Extensively involved in the requirements evaluation, documentation and analysi
s.
* Coordinated with the Project managing teams to set the milestones and suggest
the Workload/Resource requirements along with the documentation needs.
* Interacting with the Management teams to provide the future enhancements reque
st to spread the use of application into various departments.
Environment: Remedy 7.x / 6.x, ITSM 7.x, SQL, Sun Solaris 9, Remedy Import, Web
Services, SOX compliance, Oracle 9i / 10g, Crystal Reports XI, CMDB 2.x, SRM 2.x

Sun Micro Systems, Herndon, VA


Sept 2005 - Mar 2006
Remedy Developer / Administrator
* Installed and configured Remedy Change Management application.
* Worked on Common Request System, Problem Tracking, Time Tracking System Remedy
application projects.
* Created and maintained documentations such as Functional design documents, det
ailed design documents, data flow diagrams, data entity relationships documents
for all the internal projects.
* Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filter
s, Filter Guides, and Escalations for work flow.
* Deployed all of the developed internal applications on the web using Remedy 6.
3 Mid tier and integrating with Alarm Point Systems.
* Involved in installing and configuring Remedy Approval server and integrated w
ith our internal CRS application by defining various roles and rules of the appr
oval server.
* Created various reports such as Monthly reports, SLA Reports etc., on Demand a
s well as Scheduled reports using SQL Server Reporting Services (SSRS).
* Identified and defined new CIs in BMC Atrium CMDB.
* Redesigned all escalations and offloaded them from escalation process to filte
rs and implemented separate windows service application runs automatically every
2 mins interval to run batch processes.
* Extensively involved in the customization of Remedy Helpdesk Application 5.6 f
or the support center department.
* Designed and deployed integration of Change Management with Asset Management a
nd Alarm Point Systems using ITIL best practice and framework.
* Involved in upgrading Remedy system from ARS 5.1.2 to ARS 6.0.1.
* Involved in migration of definitions and data using Remedy Migrator 5.x, impor
t, export tools, from development to production system.
Environment: Remedy ARS 6.1, Remedy Migrator 5.x, Remedy Import 6.x, Remedy Help
desk Application 5.6, BMC Atrium CMDB, C#, C++, Windows 2000/XP, MS SQL Server 2
005, SSRS, Crystal Reports 9.x, .Net, XML.

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.

Nissan North America, Nashville, TN


Feb 2001 - Apr 2003
Remedy Developer / Administrator
* Involved in the business analysis of the applications and finding common share
d data between the applications implemented with new design to utilize centraliz
ed data and to make future applications much easier.
* Created and maintained documentations such as Functional design documents, det
ailed design documents, data flow diagrams, data entity relationships documents
for all the internal projects.
* Extensively involved in creating Remedy Forms, Active Links, AL Guides, Filter
s, Filter Guides, and Escalations for work flow.
* Involved in installing and configuring Remedy Approval server and integrated w
ith our internal CRS application by defining various roles and rules of the appr
oval server.
* Created various Crystal Reports such as Monthly On Demand reports, Service Lev
el Reports etc.
* Extensively involved in the customization of Remedy Helpdesk Application 4.x f
or the support center department.
* Created custom views for individuals in Remedy HelpDesk and ChangeManagement.
* Involved in customization and upgrading Remedy system from ARS 4.5.7 to ARS 5.
x.
* Involved in migration of definitions and data using Remedy Migrator 5.x, impor
t, export tools, from development to production system.
* Installing and administering web and applications servers like Tomcat, Apache,
Microsoft IIS.
* Customizing the web views using the inbuilt CSS scripts.
Environment: Remedy ARS 5.x, Remedy Migrator 5.x, Remedy Import 4.x, Remedy Help
desk Application 5.x, .Net, C#, Windows 2000/XP, MS SQL Server 2000, Crystal Rep
orts 9.x, .Net, XML.

Hindustan Aeronautics Ltd., INDIA


Dec 1999 - Jan 2001
Programmer / Analyst
Bills payable system transformed the paper based bills payable system to an effi
cient electronic workflow. This system handled the employee bills pay roll handl
ing for weekly and monthly salary. This system processed the bills payable in mi
nutes vs. days. Also it provided the salary data to the employees in a timely an
d efficient manner and increased the productivity and reduced the cost of manual
data entry.
* Worked as software developer responsible for development of forms using visual
basic.net.
* Worked as lead developer for one of the implementation module.
* Coded business logic using C#.
* Designed the database for this application which stores the employee detail an
d supports the reporting.
* Created controls from the forms to generate the payable bills for weekly and m
onthly salaried employees, payments for contractors and consultants.
Environment: VB.NET, C#, SQL Server 2000.