GEORGE KURUVILLA GEORGE
Haverhill,MA
Summary
ITSM and application support professional with deep hands-on work in BMC Helix ITSM, Remedy administration, workflow design, reporting, and enterprise integrations. Supports SaaS environments, upgrades, Smart IT and Digital Workplace administration, and business-facing solutions that improve service delivery, data flow, and reporting visibility.
Overview
1
1
Certification
23
23
years of professional experience
Work History
BMC Remedy / Helix ITSM & DWP Developer / Administrator
MFS Investment Management
BOSTON, MA
10.2008 - Current
- Onsite project for Massachusetts Financial Services in Boston through multiple service providers, including Siemens, Atos, and Wipro. Maintained the BMC Helix ITSM SaaS environment with Smart IT, focusing on Service Desk, Asset Management, Change Management, Problem Management, and CMDB modules. Administered and developed forms, fields, and workflows in the existing system to align with business requirements. Designed and developed the Progressive Web Application for the SmartIT implementation. Integrated various applications using databases, email, web services, and REST APIs to streamline processes. Used Atrium Integrator jobs with Pentaho to automate data loads from external databases and flat files. Developed scheduled and ad hoc reports using Crystal Reports and BMC Helix Dashboards to deliver critical business insights. Upgraded BMC Remedy/Helix Action Request System from version 7.1 to 7.6.04, 7.6.04 to 9.1, 9.1 to 9.1.04 002, and 9.1.04 to 20.02; currently working in version 26.2.01. Also responsible for the development and administration of BMC Helix Digital Workplace.
- Developed investment management applications supporting portfolio and client reporting workflows.
- Maintained secure code for financial systems and internal developer platforms.
- Collaborated with analysts and business teams on application requirements.
Remedy Administrator / Developer
Silicon Strategic Solutions
ATLANTA, GA
12.2007 - 09.2008
- This project included various Remedy modules, such as Change Management, Incident Management, and BMC Remedy Service Desk. Facilitated migration of AR System from version 6.1 to 7.0, ensuring continuity and minimal disruption. Installed application and mid-tier servers and configured custom forms, active links, filters, escalations, and web services. Configured email engine for incoming and outgoing requests, enhancing communication efficiency within the system. Developed ad hoc reports based on customer requirements and service-level agreements, providing actionable insights for stakeholders. Integrated the system with Active Directory using LDAP.
- Provided daily administrative support for Silicon Strategic Solutions client operations.
- Managed calendars for scheduling, meetings, and travel arrangements for internal teams.
- Created formal correspondence and documents, reports, and records using standard office software.
IT Engineer
Diyar United Co.
AHMADI
07.2004 - 11.2007
- This was an outsourcing project for Kuwait National Petroleum Company. Primary responsibilities included installing and administering various ITIL applications, including Magic Service Desk and BMC Service Desk Express Suite. Managed groups, roles, permissions, troubleshooting, and end-user support. Executed data migration between databases and validated functionality post-migration. Designed workflows aligning with business requirements to streamline processes. Managed routine patching, system updates, and regular database backups. Generated reports for senior management and IT teams to inform decision-making. Provided support to help desk operators by escalating tickets and monitoring open tickets according to SLA requirements.
- Monitored servers, network status, and system alerts for service continuity.
- Executed installation of operating systems, applications, and network drivers on devices throughout the company.
- Assisted users at Diyar United Co. with resolving hardware and software issues on a daily basis.
Junior Software Engineer
Emerald Software Solutions Ltd.
TRIVANDRUM, KERALA
12.2003 - 06.2004
- Supported various clients in desktop and web-based application development. As a Junior Software Engineer, I designed, coded, and tested multiple projects. Development was based on J2EE and included Java Servlets, the TSF Framework (MVC-based), JavaBeans, and JUnit. User interfaces were developed using HTML, JavaScript, and JSP. Databases used included MS SQL Server and Oracle 7/8i. Database connectivity was implemented using JDBC, with connections managed through connection pooling. Collaborated with senior developers to analyze user requirements and plan project deliverables. Worked with testers on performance, compatibility, and synchronization testing. Facilitated onsite implementation and conducted end-user training to ensure effective application use. Generated detailed reports for existing applications utilizing Crystal Reports to enhance data visibility. Extreme Programming practice was used for application development.
- Developed software features for the Emerald Software Solutions client applications.
- Debugged code issues across web services and internal tools.
- Reviewed source code for quality and consistency to ensure maintainability. for quality, consistency, and maintainability.
Education
Bachelor of Engineering - Computer Science & Engineering
Mangalore University
Karnataka, IndiaSkills
- BMC Helix ITSM
- Remedy administration
- System integrations
- Workflow design
- Report development
- Dashboard Development
- Data Visualization
- Database Knowledge: SQL Server, MS-Access, PostgreSQL, PL/SQL
- SQL database
- Java Development
- Project management
- Requirements gathering
- Business analysis
- Analytical problem solving
- Problem solving
- Analytical thinking
- Stakeholder communication
- Team collaboration
- Active listening
- Relationship building
- Professional work ethic
Certification
BMC Certified Associate: Helix ITSM 20.x for Administrators, BMC Certified Associate: Helix ITSM- Smart IT 20.x
Declaration
I hereby declare that the information provided above is true and accurate to the best of my knowledge and belief. George Kuruvilla George.
Timeline
BMC Remedy / Helix ITSM & DWP Developer / Administrator
MFS Investment Management
10.2008 - Current
Remedy Administrator / Developer
Silicon Strategic Solutions
12.2007 - 09.2008
IT Engineer
Diyar United Co.
07.2004 - 11.2007
Junior Software Engineer
Emerald Software Solutions Ltd.
12.2003 - 06.2004
Bachelor of Engineering - Computer Science & Engineering
Mangalore University