BMC Remedy Professional with 5.5 Years of Experience in ARS/ITSM/ITIL Applications.

1. Mr. UDAY VARDHAN
Personal email: uday398.vardhan@gmail.com
Official email: uday_vardhan@bmc.com
Contact Number: +91-8888783141
SYNOPSIS
BMC Remedy Professional with 5.5 Years of Experience in ARS/ITSM/ITIL Applications.
SUMMARY
A capable, intelligent and effective BMC Remedy professional who has an excellent track-record in day to day
activities in Operations and People Management. Possessing a proven ability to affect transformational Technical
leadership across a range of operational areas and thereby making a sustainable difference to a business’s operational
performance. Currently looking for an acceptable and appropriate BMC Remedy Consultant/Admin positions with a
dynamic and exciting employer who seeks to recruit and appoint the best available person for a job.
EXPERIENCE SUMMARY:
 Total 8 + years’of work Experience in IT Industry.
 Expertise in ARS Administration, Debugging Troubleshooting, Development, Testing, Implementation.
 Conversant in AR System Installation-Upgrade, AR System Architecture, ITSM workflow objects and ITIL
 Enhanced proficiency with BMC Remedy AR System, ITSM.
 Experience of Handling Projects of BMC Remedy ITSM 7.x, 8.x, 9.x.
 Have exposure to work with customers from different Global Regions
KEYSKILLS:
 BMC Remedy AR System 7.x, 8.x.9.x
 ITIL V3 (Information Technology Infrastructure Library)
PROFESSIONAL EXPERIENCE
Role: Sr Technical Engineer – Since Dec 2010 - Present
Employers name – BMC Software India Pvt. Ltd.
Industry: IT Software Services
Designation: Staff Technical Support Analyst
As a member of BMC Remedy ITSM Support Team below are my Roles and Responsibilities
 Working as a Remedy SME (AR Server),Administrator for AR System and ITSMApplications.
 Providing Level 2 & 3 support for BMC Remedy AR System Applications.
 Handling Problem Management by investigating root cause of the issues.
 Involved in resolving Severity 1 Issues,maintaining Issue log and take the necessary action to avoid the re-
occurrence of the same.
 Fixing UAT defects and bugs of newly built environment and make them ready for Production.
 Increase customer satisfaction by taking ownership to drive reported issues to resolution with minimum
supervision. Strong analytical, debugging, and problem solving skills.
 Expertise in understanding Customer business Process,requirements gathering & proposing solutions.

2.  Responsibilities includes SaaS Administration (Remedy On Demand) in addition to On Premise Enterprise
customers. Supported customers include BMC Partners,BMC Professional Services, EMEA -based
businesses, federal and local government agencies, and international customers in South Africa and Europe.
 Create/submit RFC's to implement & test changes in On Demand customers' Environments Dev, QA,PROD.
 Contributing to BMC Support Knowledge Base articles on fixes used by both employees and Customers.
 Collaborating with BMC Product Development on escalations as well as test customer issues and solutions
in lab environments.
Project Undertaken:
• Global Lab environment setup project
• AMIGO –Remedy Upgrade Project
• KEDB Implementation (successfulpublication of KEDB to our centralized portal)
• Swarming pilot project
• KCS Knowledge management project
Operations Executive- March 2008- Nov 2010
Employers name -BNY Mellon International Operations India Pvt. Ltd.
Industry: Finance /IT Services
Was responsible for Effectively Handling Security administration, creation of LAN ID, Active Directory user setup,
distribution list and providing applications access to employee as per their process requirement.
Responsible for creating users, their system access and training documentation, conducting formal training classes
for the new joiner, resolving Remedy Ticket incident.
COMPETENCIES
Competencies:-
 Proficient communication skills
 Understand multigenerational workforce trends
 Maximize leadership strengths
 Advocate organizational changes necessary for developing and keeping top talent
 Managing projects; planning,prioritizing, and administering work
 Management of Time and Priority Setting
Personal:-
 An ability to learn from failures and mistakes.
 Good communication skills; able to interact & explain concepts, plans clearly to senior managers.
 Excellent listening skills & a team player who is able to work easily with others.
 Having a professional attitude and an imaginative approach.
 Making timely, correct decisions that are based on facts.
 Having a ‘can do’ attitude and a willingness to work hard to achieve company goals.
AREAS OF EXPERTISE
 BMC Remedy AR Server (SME), People management, IT Operations, Project management.
 Incident/Problem/Change Management, Business Analysis skills
 Troubleshooting, Debugging, Root Cause Analysis
 Process/Service/Quality Improvements

3. Work Related Training & Certification
Completed Institution Training / Certification
2015 EDS Kepner Tregoe (KT)
2014 British Council IELTS
2012 EXL ITIL V3 Foundation Certificate
2010 Microsoft MCSA 2003 Server
2009 IBM Tivoli Storage Manager Certified (5.4)
2007 SEED InfoTech Software Testing
EDUCATIONAL AND PROFESSIONALCREDENTIALS
MASTER OF COMPUTER APPLICATIONS (With first Class) 2008
CSIBER Institute of Technology affiliated with Shivaji University, Kolhapur (Maharashtra) India.
B.A. (ENGLISH); 2004 Shivaji University, Kolhapur (Maharashtra) India.
TECHNICAL KNOWLEDGE
Platforms/OS: Windows Server 2012, Windows 7/8, UNIX (Linux)
Database:SQL Server 2012, ORACLE
Applications/Tools: BMC Remedy ITSM and AR System 7.x through 9.x, including Remedy Service Desk
(Incident, Change, Asset,and Problem Management),AR Server, Mid-Tier, RKM, SRM, SLM, CMDB.
Networks/Protocols: TCP/IP, Ethernet, FTP,Telnet, SMTP, MAPI,POP3
Automated Testing Tools Awareness:Win Runner, Test Director, QuickTestPro, Rational Robot
Directory Structure: Active Directory 2012
Email Client: Outlook.
SPECIAL ACHIEVEMENTS:
• KCS Knowledge Champion Key Contributor award (January 2015)
• Star of the Quarter Award 2015 (Q2FY16)
• Achieved highest performance (CSI) rating in BMC Software 2014-2015
• Received approximately 100 global client appreciation E-mails.
PERSONAL DETAILS:
Date of Birth: 24th
January 1983
Nationality: Indian
Language Proficiency: English, Hindi, and Marathi
Hobbies: Swimming, Driving
Passport: Available
References: Available on Request
Marital Status: Married
Notice Period: One Month.
Address: Kalwad (Behind Airport) Lohgaon Road, Pune- 411015
I hereby acknowledge that the information furnished above is true & best to my knowledge.
Date:
Place: Pune Uday Vardhan