Sasmita Charchi

ITIL certified BMC Remedy ITSM Architect having 17+ yrs. of diversified Experience in Complex Product customizations as per customer requirements in Remedy 26/20/9/8/7 tools, Data Configuration, External Customer Integration (REST/SOAP/DB), Report creation in BMC Smart Reporting/BMC SAP BO Analytics, Digital Workplace/BMC MyIT/SmartIT/PWA product support. Highly skilled for converting business requirements into useful BMC products. I have integrated incident/change/request modules with different applications for different process flows, which includes SAP, Algosec, RPA, SharePoint, Smart Document, Mobile, Becode Locker, HP Vending, HR, AD, Sailpoint , Solarwind , Truesight , SOC applications.

• Major achievements at Dewa for successfully delivering Bmc incident module integrating BeCode Locker Machine & HP Vending Machine for contactless delivery of IT assets during Covid situation to avoid support staff intervention
• Transferred Dewa’s non-technical services into ITSM platform through advanced forms as part of Dubai’s paperless initiative.
• Received Power Award in Ericsson.
• Received Fast & Flawless Award in Ericsson.
• Ericsson certified resource as Integration Engineer level: Experienced.
• Generated Add On Business of 3269 person hours in Ericsson for my innovation.

• Post Graduate Program in AI & ML from Caltech University
• TOGAF 9 certified from the Open group
• Certified Scrum Master from Scrum Alliance
• ITIL V3 Certification
• SCJP 5.0 Certification
• ISEB ISTQB Certification in Software Testing

• Customizations completed at DEWA:
• Integration project with Smart Document Application for DEWA
• HR services transformation from HR Portal into BMC MyIT
• Complete analysis & Code development for CMDB duplicate CI issue to remove duplication for CIs created through ADDM/Bulk Upload/Manual Creation to replace token id as including CI name and Serial No.
• Smart Office App IT console development for support staffs to replace BMC Smart IT
• Development of complex service requests through Advance Interface Form and complete customization to map Non IT services (i.e. Medical Insurance, Parking, CCTV, GatePass System etc.) into ITSM with complex levels of approval configurations for each service considering different frontend for different service for migrating all services from DEWA internal website into BMC MyIT as part of paperless initiative.
• Advance form for PMO process automation to register projects by covering multiple stages of approvals/ different phase wise different features/ calculate weight of project based on input parameters/ define project category based on calculated weight.
• RSSO installation from pre requisite stage till Go LIVE covering installation, configuration & every tasks on quality env. & production env.
• Worked on defining scope/pre requisites for Upgrade project coordinating with Vendor.
• Provided option on MyIT home page where end users can see the assets assigned under their name.
• Major project integration with locker machine to deliver laptops for the new employees where request is submitted by end user on BMC MyIt -> request will be approved from Line manager -> support staff assigns available locker -> Pin will be generated -> laptop will be stored inside locker -> end user receives pin details & locker details to collect laptop -> provides confirmation which resolves incident. This integration was a major achievement for the department and was presented in Gitex 2020 for contactless asset delivery.
• Major project integration with vending machine to deliver small IT accessories like mouse, headphone etc to employees where request will be submitted by end user on BMC MyIT -> request will be approved from line manager -> ticket transferred to vending machine with request details -> end user receives email and visits vending machine where he swipes his ID card -> item is dispatched & incident is resolved. This integration was a major achievement for the department for contactless IT accessories delivery.
• Customizations completed at Wasl in 7 months:
• Developed functionality to automatic generate asset tag number after discovery from ADDM, disabled the field so that no one can modify it
• Developed functionality to directly search knowledge articles on basis of support organization and on basis of business service and also added business service inside knowledge articles
• Completely restructured RKM console to show knowledge articles as per user’s department and limit the article details per department for knowledge users and knowledge viewers
• Developed new functionality to add additional details in service request approval emails which helped approvers to take decision for approvals because they can understand extra details about the request
• Complete development for survey functionality by adding survey smileys and limiting the survey questions
• Help desk people were creating incidents and directly saving as “In Progress” status which I blocked to follow the complete process New -> Assigned -> In Progress. I developed audit functionality to keep a track on business services once they get updated and created daily report to show how many times services updated for a specific incident which is sent daily morning for previous day
• BMC Change management module integration with SAP Solman application
• BMC incident management module integrating with AR alarm generation application.
• The Major Development Assignments handled in previous companies are:
• My Assignment at Network International was to schedule custom complex reports as per customer requirements using BMC Analytics for BSM applications. Also I delivered additional dept. KPI reports which was a major change for the organization.
• My assignment at WASL & DEWA was similar to application owner where I handled everything alone for complete BMC products solution covering ITSM, CMDB, Smart Reporting, My IT, Smart IT along with customizations, integrations and communication with various teams and project management.
• Collision detection functionality in change module for Etisalat customer.
• Development of new functionality: “Automatic/Default Assignment of Groups as per best possible match” i.e ITSM architecture in Ericsson.
• Development of new functionality: “Automation of TT/CR with Template” Functionality as per ITSM architecture & Development of Wireline architecture in Ericsson.
• Development of new functionality: “Configuring default values and Mandatory fields for customer for highlighting the state specific configured mandatory fields to users on record submission”.
• Integration with external directory services through creation of vendor forms and ARDBC plugins and people profile data import from vendor forms into staging form.