The candidate has over 4 years of experience working with BMC Remedy ARS, ITSM and SRM applications. He has experience with development, customization, configuration and support of these applications. Some of his key skills include SRM development with standard and advanced forms, configuring entitlement rules, and providing post-production support. He has worked on several client projects involving configuration, small customizations and implementing ITSM.

1. Primary Skills:
• BMC Remedy SRM Development, Customization, Configuration and Post
Production Support.
• BMC Remedy ARS and BMC Remedy ITSM applications Customization and
Support Design, Development, Configuration and Post Production Support.
Summary:
• Experience in SRM Development, Customization, and Configuration and Post
Production Support
• BMC Remedy AR System Developer with knowledge in Developing, Enhancing
BMC Remedy ARS based applications
• Knowledge of Configuration of BMC Remedy Email Engine, Mid-Tier,
ARDBC/AREA, & Web Services
• Trained on ITSM 7.x Foundation data import through DMT tool, Incident
Management, Problem Management, Change Management
• Knowledge of SLM
• Knowledge to configure Chat in ITSM 8.0
• Knowledge of DSO implementation
• Skilled in installation of BMC Remedy ITSM
• Skilled in configuration of BMC Remedy ITSM Service Desk
• Knowledge of BMC Atrium CMDB
• Skilled in customization of BMC Remedy ITSM application
• Worked on Windows 2000/XP platforms
• Experience in creating documentation
• Good Team Player, Quick Learner, Creative and Highly Adaptive
______________________________________________________________________
Name Devendra Sarraf
Role Senior Engineer-BMC Remedy ARS, ITSM, SRM
Development, Customization, Implementation and
Support.
Current Company DELL International Services, Noida
Previous Company Vyom Labs Pvt Ltd., Pune
Experience 4.6+ yrs in BMC Technology

2. Projects:
SRM Development, Customization, Configuration and Post Production Support
Client : DELL
Team size : 5
Description :
The project includes development of 50+ Standard as well as AIFs SRDs with multiple
WOTs, AOTs, & PDTs for company specific as well as for Global. For Global Company,
Configured Entitlement rule, PCATs, OPCATs and Assignment Routing Rules and
Custom approval.
Role :
I have contributed in following:
• Requirement Gathering and Analysis.
• Development of Standard SRDs having conditional and complex PDTs
• Configured Supported Data like Entitlement rule, PCATs, OPCATs, Assignment
Routing Rules and Approval Mapping and Approval Chains
• Performed Unite Testing and Bug Fixing
• Code deployment on Production
• Provided the Post Production Support to the Customer
SRM Development, Customization, Configuration and Post Production Support
Client : Wipro
Team size : 3
Description :
The project includes development of AIF Forms and Standard SRDs with multiple
WOTs, AOTs, & PDTs for company specific. Configured Entitlement rules, PCATs,
OPCATs and Assignment Routing Rules and Approvals.
This project also include small customization with SRM.
Role :
I have contributed in following:
• Requirement Gathering and Analysis.
• Development of Standard SRDs having conditional and complex PDTs
• Configured Supported Data like Entitlement rule, PCATs, OPCATs, Assignment
Routing Rules and Approval Mapping and Approval Chains
• Customizations in SRM Application as per the requirement
• Performed Unite Testing and Bug Fixing
• Code deployment on Production
• Provided the Post Production Support to the Customer

3. _______________________________________________________________________
_
BMC Remedy ITSM Customization
Client : Wipro
Team Size : 2
Description:
The aim of the project was to implement and configure BMC Remedy ITSM. the
client wanted to implement all modules of ITSM along with SLM.
Role:
I was responsible for:
• Development of various workflows as per design
• Customization of Incident Management and Change Management
• Configuration of SLM
• Creating design documents for the same
• Test the customizations made on Incident and Change Management
_______________________________________________________________________
_
SRM Development, Customization, Configuration and Post Production Support
Client : DELL
Team size : 10
Description :
The project includes development of 500+ Standard SRDs with multiple WOTs, AOTs,
& PDTs for company specific as well as for Global. For Global Company, Configured
Entitlement rule, PCATs, OPCATs and Assignment Routing Rules and Custom approval.
Role :
I have contributed in following:
• Requirement Gathering and Analysis.
• Development of Standard SRDs having conditional and complex PDTs
• Configured Supported Data like Entitlement rule, PCATs, OPCATs, Assignment
Routing Rules and Approval Mapping and Approval Chains
• Small Customizations in Out Of the Box Application as per the requirement
• Performed Unite Testing and Bug Fixing
• Code deployment on Production
• Provided the Post Production Support to the Customer

4. _______________________________________________________________________
_
WOW (Work Order on Web) application Migration to SRM / Creation of new SRM
Standard /Advanced interface forms, Modification to SRM Standard/Advanced
interface forms
Client : DELL
Team size : 2
Description :
Client had already running WOW (Work Order on Web) application developed in .net for
service request management. We have migrated this application to BMC Remedy SRM.
Role:
I was responsible for :
• Analyzing the existing WOW forms
• Creation of new SRM forms having similar fields, approvals, service targets and
Entitlements as the existing WOW form
• Creation of new SRM Standard/Advanced interface forms as per the Template
provided by Client
• Creating different AOT, PDT, SRD as per the requirement
• Worked with end users through communicator, desktop sharing and bridge calls
to get sign off for the forms on UAT Server
• Migrating the SRD's from UAT Server to Production Server(Import/Export of
SRD's )
• Dynamic assignment routings rules for Work orders
• Work Order Report generation as per clients’ requirement
• Worked on the defects and modifications to SRM Standard/ Advanced interface
forms
_______________________________________________________________________
_
BMC Remedy Application, Platform Support, and Configuration
Client : DELL
Team size : 2
Description :
Handled day by day issues related with on-boarding process and provided support for
applications.
Role:

5. I was responsible for:
• Providing the Data Admin Support.
• Responsible for Creating, Updating and Maintaining the People Profile.
• Incident, Change and Task Template Creation.
• Resolution Category, Operational Category, Product Category Creation.
• Entitlement Rule Creation, Support Group Updating, Assignment Routing Rules
and Approval Mapping and Approval Chains etc.
__________________________________________________________________
Training & Certifications in following courses by Vyomlabs:
• BMC Remedy Action Request System Administering 7.x
• BMC Remedy ITSM 7.x Installing and Configuring
• ITIL V3 Foundation
_______________________________________________________________
Education:
• MCA (2010) Pune University
_______________________________________________________________________

6. I was responsible for:
• Providing the Data Admin Support.
• Responsible for Creating, Updating and Maintaining the People Profile.
• Incident, Change and Task Template Creation.
• Resolution Category, Operational Category, Product Category Creation.
• Entitlement Rule Creation, Support Group Updating, Assignment Routing Rules
and Approval Mapping and Approval Chains etc.
__________________________________________________________________
Training & Certifications in following courses by Vyomlabs:
• BMC Remedy Action Request System Administering 7.x
• BMC Remedy ITSM 7.x Installing and Configuring
• ITIL V3 Foundation
_______________________________________________________________
Education:
• MCA (2010) Pune University
_______________________________________________________________________