Candidates About

 

 

Subhash Kothari

 

EXPERIENCE SUMMARY:

• ITIL and BMC ITSM Certified Consultant who has a strong background of over 28 years’ experience in Remedy Admin, Architecture, Systems Engineering, System Performance Management, Team Lead, Project Management, Development and Integration of Enterprise Network Management, Internet, BSM, IT Service Management, Helpdesk, Change Management, Asset Management, Real-time, Databases, Networking, Data and Cellular communications and Distributed processing systems.
• 20 years of experience as Remedy Developer/Administrator, Analyst, and Project Manager with strong skills in ITSM suite 4.x/5.x/6.x/7.x/8.x/9.x and Custom Application Development
• Extensive implementation experience in CMDB, Configuration Management, Incident and Problem Management, Change Management & Asset Management, SRM.
• Extensive Leadership, Project Management skills
• Self-motivated and worked Independent and in team environment.
• Led full life cycle implementations and provided support to 20 or more additional implementations.

 

DOD SECURITY CLEARANCE:  Active Secret

 

EDUCATION & CERTIFICATIONS:

• Wright State University, Graduate work in Computer Engineering
• University of Pittsburgh, B. S. in Computer Science
• Bhopal University, India,  Graduate work towards M. S. in Mathematics
• BMC ITSM Incident and Problem Management Certification
• ITIL Certification
• Completed and Maintained Remedy Approved Consultant (RAC) Certification
• N.Y. Institute of Finance, Brokerage Procedures for System analyst.

 

TECHNICAL SKILLS:

• Hardware: HP 9000, SUN, Intel, IBM compatible PC's
• Software: SunOS, Solaris, UNIX (System V and Berkely: Internals, Applications and Shell), Linux,
• Windows OS, Remedy ARS 1.2-7.5, ITSM 6,7.5, 7.6.4, 8.1, 9.1 CMDB, Remedy Mid-Tier, SOAPWeb Services, REST API, Smart IT, Smart Reporting, Email Engine, Remedy Help Desk, Service Request Management (SRM), Change Management, Asset Management, Approval, SLA, Analytics, Remedy Flashboard, Remedy Migrator, ADDM 9.x, 11.x, Remedy Single Sign-on (Remedy SSO) Oracle and SQL Adapter, MTOS, TUXEDO, SQL, Sybase, ORACLE, UNIFY, OSI Protocol,SS7, TCP/IP, SNMP
• Languages: C, C++, PASCAL, FORTRAN, LISP, Assembly languages (M68000, 80X86), Remedy API,
• Oracle ProC and Fourth Generation Languages (4GL, ACCELL).
• Networking: HP OpenView (NNM, OpC, ITO), Nerve Center, SCCM,Tivoli SME, CiscoWorks, Optivity, BMC Patrol, MS-SMS

 

PROFESSIONAL EXPERIENCE:

1995 – Present                                                                                                                                    Principal Consultant

7/2017 – Present, US Army, APG                                                                                  Remedy Admin/Developer

 

As an Architect and Developer, responsible for upgrade from BMC Remedy ITSM Suite from 8.1 to 9.1.x in multi-platform environment.

 

·         Responsible for  Development/Admin for NIPR/SIPR environment to meet all the requirements.

·         Upgraded many platform from ITSM 8.1 9.1.x environment including AR Server, Incident, Change, Problem, Asset, SRM, SLA management, Remedy SSO, Smart IT 1.6 and Smart Reporting

·         Updated User/People profile for permissions/Groups. Assigned different permissions for applications.

·         Troubleshoot Users issue in getting ITSM to work.

·         Involved to provide support for different integrations

·         Updated customizations from 8.1 to 9.1

·         Migrating data using Migrator and Spoon including Delta Data migration.

 

 

 

6/2016 – 6/2017, Navisite – Time Warner Company                                               Remedy Developer/Admin

 

As an Developer/Admin role, I was responsible for current Remedy platform. This project involved a transformation from Remedy ITSM 7.6.4 full suite (IM, CM, PM, AM, SLA, CMDB, SRM & KM) to Remedy ITSM 9.1 (with Smart IT and Smart Reporting). Responsibilities included:

 

·         Responsible for Admin functions for production, development and QA environments.

·         Uploading and downloading the user date.

·         Designed of a multi server environment with different activities such as user interface, EMS, ADDM and other integrations.

·         Requirement gathering with stakeholder and identified gaps.

·         Designed processes based on ITIL best practice

·         Realigned product and operational categories

·         Installing and customization of new features based on the requirements.

·         Integrated with In-house and third party tools SOAP and REST APIs

·         Lead a team of developers to ensure on time delivery of solution

·         Used Developer Studio, Atrium Integrator (AI), Import Tool, DMT, Migrator for data migrations.

·         Installed and configured the BMC Discovery 11.x. After scanning the devices, reconcile with Atrium CMDB

·         Provided complete documentation on Architecture, Design, Test Plan and Test cases

·         Involved in unit, integration and User Acceptance Testing.

 

 

4/2016 – 5/2016, Deloitte/Wells Fargo                                                                        Solution Architecture

 

                Involved in End to End Architecture to eliminate multiple discovery tools to meet the regulatory compliance. Completed ADDM mapping with CMDB 9.1 to discover necessary attributes,

 

 

6/14 – Nov 2016, Air Force (MA and remote)                            Rr. Remedy Consultant/Architecture

 

Project: Deployment of EITSM 2 (Upgrade from Remedy ITSM 7.1 to 8.1) project on multiple sites

 

·         Participated in Requirement Analysis with Government

·         Identified Customizations

·         Participated in development team to implement customizations of Incident, Change, CMDB

·         Updated Common Data Model for CMDB

·         Integrated BMC Discovery 10.x with Atrium CMDB for all the CIs discovered.

·         Completed Test Plans, Test Procedures and Production Cut over plans

·         Migrated the Asset data to CMDB from current production environment.

·         Performed Load testing of 8,000 users on a target platform for ITSM suite. This includes troubleshooting issues and resolving them.

·         Implemented and  executed UAT

·         Participated in executing Task Orders (TO) with Government witness. These task order includes installation, configuration and updates.

 

Environment:  ARS 8.1, Mid-Tier 8.1, ITSM 8.1 (Multi-Tenancy), Atrium CMDB 8.1, Sun Solaris, Oracle DB 11g RAC

 

2/14 – 6/2014, Wellmark (IA and remote)                  Project Manager/Sr. Remedy Consultant/Architecture

 

Project: Remedy On demand Implementation and Integration

 

·         Worked with members of different division to gather requirements.

·         Conducted ITSM (Foundation, CM, IM, PM, AM) workshops

·         Implemented OOB Remedy On Demand (ROD)solution

·         Integrated ROD with ADDM (BMC Discovery), SCOM, Splunk

·         Completed UAT and go-live support

Environment:  ARS 8.1, Mid-Tier 8.1, ITSM 8.1 (Multi-Tenancy), Atrium CMDB 8.1, Windows Server 2012, SQL DB

 

12/12 – 1/2014, Lowes, (NC and remote)                                                                     Sr. Remedy Consultant

 

Project: Integration of Oracle InQuira with BMC ITSM suite Upgrade to 7.6.4

 

 

• Architected and design the integration of Oracle InQuira Knowledge Management system with BMC ITSM. The integration included searching of articles based on Summary & Categorization in InQuira, linking and unlinking Knowledge articles from Incidents.
• Implemented Remedy web services to receive & process requests from inQuira.
• Consumed InQuira web services in Remedy to process service request from Remedy.
• Involved in integration and UAT.
•  

Environment:  ARS 8.1, Mid-Tier 8.1, ITSM 8.1 (Multi-Tenancy), Atrium CMDB 8.1, Linux, Oracle DB 11g

 

 

10/12 – 11/12, Macquarie Bank (Australia)                                                                               Sr. Remedy Consultant

 

Project: Integration of AT&T AOTS with Remedy ITSM

 

Involved in requirements and architecting the integration of AT&T AOTS with Macquarie Bank’s Remedy ITSM System. The solution involved reviewing requirement documents, interfacing with customer to identify the out of the box and customize solution. Completed a comprehensive solution document to implement the integration using out of the functionality and web services.

 

Responsible for data migration from the old systems into new environment

 

Environment:  ARS 7.6, Mid-Tier 7.6, ITSM 7.6, Atrium CMDB 7.6, Linux, Oracle DB 11g

 

03/12 – 10/12, Rockwell Collins (IA & remote)                                                                         Sr. Remedy Consultant

 

Project: Implement BMC ITSM suite Upgrade to 7.6.4, configuration and customization:

 

• Reviewed client requirements and architecture and defined Foundation Data in this multi-tenancy ITSM environment.
• Customized the Change Management to meet requirements. This involved in creating custom workflow using Forms, Filters, Active Links and Escalations.
• Integrated ITSM with Net Center, HP OVO to create and modify Incidents.
• Responsible for identifying issues and coordinating with UAT and Test team.
• Integrated the Atrium CMDB with ADDM in a separate dataset.
• Responsible for data migration from the old systems into new environment.
• Responsible for customizing the CMDB common data model (CDM) to include additional attributes to meet requirements.
• Data mapping and Import from external databases and flat files using (AIE)
• Consolidated CMDB data using Reconciliation engine
• Configured all ITSM modules to meet customer requirements.
• Supported System Test and UAT to resolved issues.

 

Environment:  7.6.04, Mid-Tier 7.6.04, ITSM 7.6.04 (Multi-Tenancy), Atrium CMDB 7.6.04, Windows Server 2008, Oracle DB 11g

 

•  

02/12 – 03/12, AON Hewitt (Chicago)                                                                                          Sr. Remedy Consultant

 

Project: Implement BMC ITSM suite Upgrade to 7.6.4, configuration and customization:

 

• Supported as SME on the ITSM upgrade in the areas of Customization and Performance. This upgrade project was from ITSM 6.x to ITSM 7.6.04. Involved in design, implementation and configuration of complete ITSM suite.  Analyzed architecture and identified issues with performance to support large number of users. Extensive involved with BMC to resolved performance issues.

 

Environment:  7.6.04, Mid-Tier 7.6.04, ITSM 7.6.04 (Multi-Tenancy), Atrium CMDB 7.6.04, Sun Solaris OS, Oracle DB 11g

 

05/10 – 02/12, HP/GDIT/DOD US Marines, Kansas City                                                                        Sr. Remedy Consultant

 

Project: Implement BMC ITSM suite with new installation, configuration and customization for MCEITS and HP:

 

• Reviewed client requirements and defined Foundation Data.
• Install & Implement CMDB, Incident Management, Change Management, Problem Management, Analytic, Service Request Management (SRM) & Service Level Management solutions
• Assisted in designing test cases based on the requirements.
• Assisted in integration of  HP UCMDB, BMC Atrium CMDB, HP OMW, NMI and other HP tools
• Integrated the Atrium CMDB with ADDM.
• Export & Import of CMDB data using AIE. This also includes mapping the CIs and relationships.
• Implement reconciliation and normalization process for CMDB data.
• Updated CMDB Common Data Model (CDM) to include customized attributes.
• Extensive experience in importing foundation data using Data Management Administration tool.
• Involved in application and database tuning for optimum performance
• Execute BMC best practices for ITSM customization to make future upgrades and enhancements maintainable and cost effective.

Environment:  ARS 7.5.x 7.6.x, Mid-Tier 7.5, 7.6.x, ITSM 7.5, 7.6.x (Multi-Tenancy), CMDB 7.5, 7.6.x, Windows 2003, Oracle DB, Oracle Adapter

 

 

08/08 – 04/10, LM Company (Denver, CO & Remote),                           Sr. Remedy Consultant & Architect

Project: ITSM 7.5, CMDB 7.5

• Lead the application analysis, design, build and deploy phase; define and implement customizations required to support functional requirements and external integrations.
• Defined the foundation data based on the requirements.
• Provide an accurate analysis of the performance and sizing of the hardware systems to support ITSM server architecture.
• Implement CMDB, Incident Management, Change Management, Problem Management & Service Level Management solutions
• Installed and Integrated ADDM with Atrium CMDB with Out Of The Box (OOTB) data model.
• Customized SRM for interfacing with Incident Management.
• CMDB Service Catalog,  modeling of Service catalog and design of CMDB usage
• Execute BMC best practices for ITSM customization to make future upgrades and enhancements maintainable and cost effective.

Environment:  ARS 7.5, Mid-Tier 7.5, ITSM 7.5, CMDB 7.5, AIE, ADDM, Sun Solaris, Oracle DB, Oracle Adapter

 

10/05 – 08/08      Transnet Corp (NJ)                                                                                      Consultant - Architecture

Implemented Remedy Helpdesk and Change Management to support their customers.

Involved integrating the Remedy with external databases to retrieve data on a periodic basis. 

Specific Responsibilities:

 

• Managed the project to include refined requirements and customer interaction.
• Multi-tenant customer management.
• Initiated Discovery, Requirements and Analysis phase. Completed the Gap Analysis.
• As a Project Manager and Architect, ensure the delivery of all the required features and functionalities.
• Responsible to maintain their production Remedy server for ongoing support.

Environment:  ARS 7.5, Mid-Tier 7.5, ITSM 7.5, CMDB 7.5, AIE, Red Hat Linux environment.

 

 

07/04 – 08/08      US Navy  (Philadelphia, PA)                                                            SR Remedy Consultant  

• Responsible for defining the requirements for the NAVY’s Remedy based system which keeps track of inventory, problem tracking, engineering changes, etc. for all the major ships. Lead the team to ensure the completion of all the features. Integrated the Remedy based system with their legacy system using EIE and AIE.
• A set of Remedy API programs were written to read the data from CVS files, spreadsheets and external database. The data was then validated from the Remedy forms and inserted into various Remedy forms.
• A set of Remedy API programs were created to copy data from one form to other similar and different forms. These Remedy APIs were used in Remedy ARS 6.x and 7.x.
• Provided ongoing enhancements to their Remedy based system.
• Integrated with other NAVY system to Remedy using SQL, DSO, EIE (AIE), custom programming.

 

07/04 – 08/08 IFF                                                                               Remedy Architecture – Project Manager

• Completely responsible for Requirement Analysis of their existing Remedy based custom Helpdesk System. After completing the analysis, recommended to get the Remedy Helpdesk Application for their current and future requirements.
• Upgrade Remedy ARS (v5.1 to v6.0.1) and deployed Remedy Helpdesk system.
• Provided technical support to technical team and end users in Europe & Asia.
• Analyzed and improve performance by using Arlog tool
• Customized the Helpdesk and Change Management system extensively to meet their requirements. This included additional forms, fields and complex workflow.

 

Environment: Windows 2000 Server, Oracle 9i, Remedy ARS 6.0.1, Remedy HD, CM, SLA and Remedy Mi-Tier.

 

07/03 – 12/03                                      Lucent Technologies                          Remedy Architecture – Tech Lead

         

• Completely responsible for Requirement Analysis of their existing Remedy based custom Helpdesk System. After completing the analysis, recommended to get the Remedy Helpdesk Application for their current and future requirements.
• Upgrade Remedy ARS (v4.0.3 to v5.1.2) and deployed Remedy Helpdesk system.
• Customized the Helpdesk system extensively to meet their requirements. This included additional forms, fields and complex workflow.
• Provided Technical support to integration team in Australia and Germany.
• Implemented single signon system using their LDAP server. This included migrating 2000 users from their old system into new environment.

Environment: SUN, Solaris 2.7, Sybase, Remedy ARS 4.x and 5.1.2, Remedy HD, DSO, EIE (AIE) and Remedy Mid-Tier

 

01/03 – 07/03                                      WPI, MA                                             Remedy Project Manager – Architecture                                

• Completely analyzed the current environment and defined requirements and gap analysis. Completed the requirement document with detailed work required to complete the project.
• Upgrade (v4.0.3 to v5.1.2) and new customizations to client’s Remedy Help Desk application, some minor modifications to the base ARS architecture.
• Established Service Level Agreements procedure that included console tables and email notification of managers.
• Developed Flashboards from user input.
• Integrated SMS data into Asset Tracking in Remedy.
• Integrated email addresses from LDAP server.
• Instructed local Remedy Admin on integrating Courion with ticket and profile generation.  Integrated asset data with SMS.
• Created solution from business requirements for Patient Response team currently using ticketing application being phased out.

Environment: Windows 2000 server, Oracle Remedy ARS, HD, FB, SLA and Web.

 

 

01/02 – 12/02                                      Loral Skynet                                                 

• Completed Requirement and Gap Analysis of their existing system and produced a systems requirement document. 
• Upgrade the existing Remedy Change Management and Custom Applications developed in Remedy ARS 4.0.3 to Remedy 5.0.1
• Create a customized Helpdesk application for the trouble ticketing management system with web views.
• Enhancing the existing applications with the features available in Remedy 5.0 for optimal Performance.
• Architect and designed a java based web application for a user base of 15,000 employees. Provides a user-friendly approach to create Troubles tickets and track status, bypassing Remedy and reducing the number of licenses.  Automatically sends out email to Helpdesk on inconsistent user information in   Remedy forms on user’s first login.
• Documentation – Exhaustive Documentation for the new Web interface and User guides, Admin guides   for configuration interface.

Environment: Windows 2000, Oracle 8i, Remedy ARS 5.0.1, HelpDesk 5.0, Mid-Tier, Servlet Exec 4.1, Remedy 5 APIs

 

08/01 – 12/01                                      TI                                                    

This client has implemented complete suite of products to support their IT Infrastructure. The IT Infrastructure Product suite includes Service Request through Help Desk. IT worldwide assets were tracked through asset Management. Also cost recovery and depreciation cost was captured through Asset Management. Application changes and Human resources changes were implemented through Change Management.  Developed and designed these products initially in ARS 4.0, 4.5.2 and now upgraded to the ARS 5.0.

• Reviewed existing system architecture and involved in initial Requirements and analysis phase.
• Completed the architecture of complete solution which includes Remedy Helpdesk, Change Management and Asset Management.
• Installed Remedy ARS Server and Clients on Unix/Oracle 8.1.7.
• Configured the Helpdesk, Change Management & Asset Management Application using Remedy Configuration Manager.
• Completely involved in customizing the Remedy Helpdesk product.
• Customized Remedy Asset Management application to meet the customer requirements.
• Integrated Asset Management with LANDesk to discover the assets and polulate the data into Asset Management.
• Upgrading existing applications to ARS 5.0.
• Provided new features of 5.0 during upgradation (View forms, Improved Table fields dynamic actions, filter guides, view fields, new qualification criteria, AL Actions etc)
• Administration, configuration and troubleshooting of Remedy ARSERVER, Mid Tier and Remedy    Application Servers.
• Performance Tuning and configuration of database, servers, mistier and applications to achieve best results on web.
• Integrated the new knowledge base Service ware suite 5.0 with customized Helpdesk application.
• Migrated the data from KPX & KPA to new knowledge base server Service ware suite.

Environment: Remedy ARS 5.0, 4.x, Remedy Change Management, Remedy Asset Management, Help Desk, Oracle, Crystal Reports 7.0,8.x, Windows NT & Unix, API, Perl

 

05/01 – 08/01                                      McGraw Hill Group of Companies                                          

• Upgrade the existing Remedy Change Management and Custom Applications developed in Remedy ARS

                4.0.3 to Remedy 5.0.1

• Create a customized Helpdesk application for the trouble ticketing management system with web views.
• Enhancing the existing applications with the features available in Remedy 5.0 for optimal Performance.
• Architected and designed a java based web application for a user base of 15,000 employees. Provides a

                User-friendly approach to create Troubles tickets and track status, bypassing Remedy and reducing the

                number of licenses.  Automatically sends out email to Helpdesk on inconsistent user information in

                Remedy forms on user’s first login.

• Documentation – Exhaustive Documentation for the new Web interface and User guides, Admin guides

                for configuration interface.

Environment: Oracle 8i, Remedy ARS 5.0.1, HelpDesk 5.0, Mid-Tier, Servlet Exec 4.1, Remedy ARS 5.0

 

 

12/98 – 05/01                                      Lucent Technologies                                                                        

Worked in-house on a team developing and enhancing a Ticketing and Provisioning system using Remedy Action Request system. This system creates and manages Trouble Tickets and Service Orders, as well as tracking Provisioning Work Processes, Sites and End Customers.  It interfaces with an external Billing System. This is an ongoing Development & support to the application.

• Wrote design document for the Remedy/Billing interface and requirements on the Trouble Ticket

                Management System.

• Designed and developed ticketing and provisioning workflow. This system provided online interfaces to the provisioning and order processing system.
• Developed data migration and code installation procedures for new releases. Performance tuning of the

                Remedy database.

• Implement SSL integration with Apache and ARWeb. Design and Customize ARWeb This customization is a flexible way for clients coming in through the web to access ARSystem views and forms. Customizations might be specified for any number of clients without any change in code.
• Responsible for performance and capacity planning for entire NOC Call Center which is critical to the

                Lucent Operation Center.

• Installed and upgrades to Remedy from 3.x to 4.x to 5.x. Updated the user functionality by utilizing new

                features.

Environment: Sun OS 5.6, Remedy ARS 4.0.3, DSO, Apache, SSL, Java, XML, JAXP1.1, JSP.

 

12/95 – 12/98                                      AT&T Solutions                                                                                 

• Led a team to implement help desk management system to integrate, HP OpenView, and Remedy ARS.

             This includes architecture, systems engineering of requirements and new features, and operational support.

• Participated in the implementation of Desktop management by using SMS, BMC-Patrol and HP OpenView (ITO).
• Implemented ticketing interface to exchange tickets between several client's ticketing systems over WAN/LAN.
• Participated in the implementation of BMD Gateway to integrate ticketing of BMD and GCSC.
• Responsible for the Performance and capacity planning for the platform.

 

05/92 – 12/95                                      AT&T GIS (NCR)                                                                            

• Responsible for the development and integration of SNMP based Network Management systems. The platform f