AMIT D. RAOKHANDE
ITSM Consultant
Dubai
Summary
BMC Remedy with primary proficiency in installing, administering, development and customization of multiple remedy AR and ITSM versions 6.x, 7.x, 8.x, 9.x. ITIL V3 certified professional. Expertise on Remedy AR System out of box products and developing the customized applications. Full life cycle knowledge on all the ITSM modules (Incident Management, Problem Management, Service Request Management, Service Level Management, My IT, Smart IT). Deliver business services and IT management. Professional experience over 16 years of progressively responsible positions in diversified and very large production and development environments in various domains like IT, Banking and Retail with ITSM.
Handled large software projects from concept to completion. Expertise in Project execution. Experienced in all phases of the Software Development. Capable of making decisions within own sphere of responsibility and authority, always strives to exceed customer satisfaction and assimilate new knowledge and encourage others to do the same. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
3
3
Certifications
3
3
Language
Work History
Specialist EAM Systems
IHS Towers
Dubai
08.2020 - Current
- Engage with stakeholders to gather business requirements to produce functional specifications for business processes for IHS
- Design, develop, run, test and upgrade business processes and their user interfaces on Affectli - a platform that brings together an organization’s processes, people and entities
- BMC Remedy integration with EAM Systems
- Administration and Support
- Maintain and re-engineer existing businesses processes
- Role/user management.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Worked with customers to understand needs and provide excellent service.
Senior Team Lead
InnovazIT Technologies
Dubai
06.2017 - 08.2020
- Implementation of BMC Remedy 9.1 with all ITSM Modules including MyIT Digital workplace and SmartIT.
- Requirement Gathering and Requirement Analysis, User Test Case documents.
- Provide Architecture design, Solution Design documents, and Implement and Configure ITSM tools – BMC Remedy.
- Ensure the timely, high-quality and cost-effective delivery of ITSM software projects & system integration projects. Oversight of multiple third-party partners in the successful delivery of technical solutions.
- Plan and implement hardware scaling of remedy servers.
- Enhancements in existing deployments.
- Gathering and implementations of Customization requirements.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Mentored and guided employees to foster proper completion of assigned duties.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Creating reports using Smart Reporting and BO objects
Technical Manager
Happiest Minds
Pune
04.2016 - 05.2017
- Implementation & Administration of ServiceNow and BMC Remedy application
- Implementing, operating, and administrating ServiceNow system including Service Request, Service Catalogue and Asset Management, Incident Management
- Client Scripts, Business Rules, UI Policies, Workflow Scripting, Debugging, UI Pages, UI Macros, UI Scripts
- Implementation of BMC Remedy 9.1 with all ITSM Modules including MyIT and SmartIT
- Requirement Gathering and Requirement Analysis, User Test Case documents
- Provide Architecture design, Solution Design documents, and Implement and Configure ITSM tools – BMC Remedy
- Ensure the timely, high-quality and cost-effective delivery of ITSM software projects & system integration projects
- Oversight of multiple third-party partners in the successful delivery of technical solutions
- Plan and implement hardware scaling of remedy servers
- Common Data Modelling
- Asset management and CMDB Implementation.
- Developed suggestions for technical process improvements to optimize resources.
- Liaised between business and technology units to manage delivery schedules for applications.
- Met with clients to gather and understand requirements and coordinated with system administrators and directors to plan and schedule project activities.
- Recruited and trained IT team members.
Staff Platform System Admin
BMC Software
Pune
06.2015 - 02.2016
- Planning and setting Service level agreement, support matrix and SOW for the project.
- Managing the team or work related request for implementation and support activities.
- Knowledge Training and transfer to other team members.
- Provide solutions in order to align project per ITIL V3 Framework.
- Monitoring and configuring Active Directory, Exchange Servers.
- Report Generation and Dashboard creation.
- Successfully executed FOUR Remedy v9.1 upgrade projects from start to end (full stack upgrade) from v8.1 to v9.1
- Successfully executed Remedy Platform upgrade projects (Service Pack Upgrade) for all RoD customers (AR/CMDB/MT) for Remedy v7.6.0.4
- Installation and configuration of BMC Remedy modules.
- ARS 9.0 & ITSM 9.0 Upgrade from 7.6.04SP4
- Documentation and Review.
- Administration.
- Carried out day-to-day duties accurately and efficiently.
- Worked with customers to understand needs and provide excellent service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Senior Application Developer
Column IT
Pune
04.2011 - 03.2015
- Analyzed and developed technical solutions to meet business requirements.
- Implemented consistent coding practices.
- Developed standardized work processes, tools and methodologies to improve quality and profitability.
- Drove continual improvement in systems operations by building tools and automation.
- Architect and deploy infrastructure with hardware scaling.
- Provide Solutions based on ITSM tools which includes implementation, automation, disaster recovery, Backup.
- Create guides for Deployments, Migrations and configurations with HLD Visio diagrams.
- Follow ITIL framework for Incident Management, Change Management, Problem Management, and Knowledge Management.
- Timesheet management, create multiple project opportunities, Roster management, People management. ARS 8.1 & ITSM 8.1 Upgrade from 7.6.04SP4
- Documentation and Review.
- Administration.
- Hardware scaling and configuration of remedy servers for server group environment.
- Incident Management, Service Request Management, Problem Management, Knowledge Management and Change Management, Asset Management and CMDB through BMC Remedy.
- Performed unit and comprehensive testing to drive functional and technical deliverables.
Senior Systems Engineer
Wipro Technologies
Pune
10.2010 - 03.2011
- Performed root cause analysis to provide resolutions for production issues.
- Collaborated with clients to determine need and devise appropriate software and hardware solutions.
- Created manuals and taught training sessions to educate co-workers on new systems.
- Worked with stakeholders to determine implementation and integration of system-oriented projects.
- Experience in implementing Remedy (ARS), ITSM 7.x, SRM 7.x in the role of developer and administrator.
- L2-L3 administration, monitoring logs for server activities, support groups, users creation.
- Experienced in the management of all phases of the application lifecycle and best Practices of experience software design within a large organization. This includes Design, Installation, Development, Testing, and Deployment
- Administration.
- Skills in Remedy 7.x design/development, and 7.5, BMC Remedy Import, Crystal Reports and Remedy ITSM 7.x.
- Development of Reports from Remedy ITSM 7.x.
Junior Associate
SIEMENS INDIA LTD, SIEMENS AG GERMANY
Mumbai
03.2008 - 10.2010
- NXTools+ Project for Switchgears
- VISIO, XML, Windward Programming, Application Used: NXTools+, VISIO, XML Programming, Windward programming for generating reports, Graphics generation using VISIO 2007
- Includes ONSITE work for Windward, VISIO and XML in Siemens AG Germany (Berlin, SBS-GERMANY
- Functional & Technical analysis of the requirement.
- L2-L3 administration, monitoring logs for server activities, support groups, users creation.
- Preparation of detailed technical design documents.
- Generating reports using crystal reports according to client requirements.
Technical Assistant
HCL Infosystems Ltd
06.2007 - 01.2008
- Team Size : 15, Operations Service Desk is a customized version of the Remedy ITSM Suite
- It began with ARS 5.1 and ITSM 5.x, but the current version of OSD is on ITSM 6.0 and ARS 7.1
- It is heavily customized to the extent that, now it is currently incorporated with only 20% of actual ITSM suite functionality
- In which Call & Fault management module is implemented using Remedy Help Desk application and Configuration/ Inventory module is implemented with Remedy Change management and Remedy Asset management
- Whereas the other modules like Service request module, charging and billing module, Contract management module are home grown applications
- Responsibilities:
- Analysis, design and development of workflows
- Customization of applications
- Preparing Solution outlines, General Design & Detailed technical designs documents
- Involved in Design and Development of Workflow
- Providing L3 support which includes Bug fixing, Trouble shooting
- Involved in Unit / System Testing
Hardware Engineer
PCS Industries Ltd
02.2003 - 05.2004
- Analysis of customer requirements for hardware and software installation, Testing, installation, and monitoring of equipment’s Solution of hardware and software Problems; troubleshooting and maintenance of computer peripherals.
Education
Bachelor - Computer Science
Shivaji University
01.2004 - 01.2007
Skills
Database : MS-SQL, Oracle
Accomplishments
- Certifications:
- ITIL 2011 Foundation, Project Management, Business Conduct Guidelines, Enhancement Management, Incident Management
- Trainings:
- Advanced Word Programming, Project Name : Temperature Controller
- Duration : 6 months
- Team Size : 2
- Environment : C, C++
- Description : The main objective of this project is to control temperature of Furness by using parallel port & the external electronic circuit; the same project can be used to increase or decrease (i.e
- Heating or cooling) temperature by attaching equipments as heater and cooler respectively and can also be used to calibrate thermocouple, sensor etc
- Project Name : Online Examination System
- Duration : 6 months
- Team Size : 2, ITIL 2011 Foundation
- Introduction of Teamcenter Modules & Data model and CAD integrations
- Project Management Training: following the PM @ Siemens Methodology
- Introduction on Customer Relationship Management: Service Orientation and Customer Attitude
- Operational Excellence with the Customer: Telephone Handling Workshop, Accent Neutralization
- SAP Overvie understanding of different SAP modules, working on examples, understanding of the unique SAP conception
- Intercultural Trainings and Soft Skills Development: Self-Motivation, Teambuilding
- Introduction to the SIS Outsourcing Framework: Understanding of the SIS approach (roles, processes, standard procedures) towards outsourcings
- Introduction to ITIL (IT Infrastructure Library): Understanding of the ITIL concept, its core service and support processes
- VISIO 2007, XML, Windward for generating reports (at Siemens AG Germany)
- Project Management
- Advanced Word Programming
- Business Conduct Guidelines
- Enhancement Management, Incident Management, Project Management
- Service Catalogue
Additional Information
- Description : This project is Online Examination software for 11th grade IT Students which work on Client-Server Applications using DSN Client. Students attend the exams on client machine where there marks are stored; descriptive questions are checked on the Server machine on the network.
Certifications
- ITIL® 2011 Foundation
- Project Management
- Six Sigma
Certification
ITIL® 2011 Foundation
Trainings & Development
- Introduction of Teamcenter Modules & Data model and CAD integrations
- Project Management Training: following the PM @ Siemens Methodology
- Introduction on Customer Relationship Management: Service Orientation and Customer Attitude
- Operational Excellence with the Customer: Telephone Handling Workshop, Accent Neutralization
- SAP Overview: understanding of different SAP modules, working on examples, understanding of the unique SAP conception
- Intercultural Trainings and Soft Skills Development: Self-Motivation, Teambuilding
- Introduction to the SIS Outsourcing Framework: Understanding of the SIS approach (roles, processes, standard procedures) towards outsourcings
- Introduction to ITIL (IT Infrastructure Library): Understanding of the ITIL concept, its core service and support processes
- VISIO 2007, XML, Windward for generating reports (at Siemens AG Germany)
- Advanced Word Programming
- Business Conduct Guidelines
- Enhancement Management, Incident Management, Project Management
- Service Catalogue
Timeline
Specialist EAM Systems
IHS Towers
08.2020 - Current
Senior Team Lead
InnovazIT Technologies
06.2017 - 08.2020
Technical Manager
Happiest Minds
04.2016 - 05.2017
Staff Platform System Admin
BMC Software
06.2015 - 02.2016
Senior Application Developer
Column IT
04.2011 - 03.2015
Senior Systems Engineer
Wipro Technologies
10.2010 - 03.2011
Junior Associate
SIEMENS INDIA LTD, SIEMENS AG GERMANY
03.2008 - 10.2010
Technical Assistant
HCL Infosystems Ltd
06.2007 - 01.2008
Bachelor - Computer Science
Shivaji University
01.2004 - 01.2007
Hardware Engineer
PCS Industries Ltd
02.2003 - 05.2004