Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
CustomerServiceRepresentative
Sankar Ayinala

Sankar Ayinala

Cloud Solution Architect - SEAL (Solution Engineering Architecture Leadership) Team
Laurel,MD

Summary

Proven IT professional with a strong track record of driving technical pre-sales success. Recognized for building trust with Fortune 500 global customers, spanning Commercial, Federal, and international sectors, through the delivery of innovative solutions focused on BMC products. Adept at guiding customers in establishing global infrastructure, streamlining DevOps CI/CD pipelines, automating processes, and facilitating cloud SaaS/on-premises container migration planning and product engineering. With 25 years of extensive IT experience, I excel in diverse domains, including Cloud technology, ITSM/ITOM, Discovery, Automation, CRM, and Cloud computing (Private, Public, Government, Hybrid). My expertise also extends to SaaS, Digital Transformation, Artificial Intelligence, Machine Learning, Cybersecurity, 3-Tier architecture, and Web development. As a Customer Solution Architect at BMC Software, I have consistently collaborated with over 500 customers, leveraging my skills in partner engagement, professional services, sales, and pre-sales to consistently deliver outstanding results. Innovative Solution Architect with in-depth understanding of software deployment and system design illustrated over 12 years of experience in similar roles.

Overview

25
25
years of professional experience
13
13

Solutions Architect

Work History

Customer Solution Architect

BMC
Laurel, MD
02.2011 - Current
  • Customer-centric thought leader: Built a strong reputation as a customer-centric thought leader, actively engaging with clients in North America, South America, and Asia. Traveled both domestically and internationally, meeting with premier and global customers, federal agencies (including DoD clients), and large-scale enterprises. Conducted architecture reviews, proposed solutions for upgrades and migrations, and seamlessly integrated valuable feedback into future product releases.
    ➢ BMC Remedy ITSM suite and integration expert: Assisted over 500 customers worldwide in implementing, upgrading, or migrating BMC Remedy ITSM suite and integrations. Collaborated with pre-sales, sales, and premier support teams as a member of the SEALS team, supporting large-scale enterprises. Assisted customers in migrating products from on-premises to cloud-based environments and developed migration project plans.
    ➢ Relationship builder: Cultivated strong and productive relationships with customers, contributing to the achievement of annual renewal goals by supporting sales and pre-sales teams. Worked with pre-sales on pricing and licensing models to tailor to customer needs.
    ➢ Solution architect team leader: Led and directed a team of over 15 professionals in the design and development of BMC Remedy ITSM container applications, implementing a modern CI/CD architecture. Collaborated extensively with Solution Engineering, Solution QA, R&D, Professional Services, Infrastructure, and Security Operations teams throughout project development and release phases. Worked closely with product managers, engineering leaders, and stakeholders to devise pragmatic solutions. Incorporated customer feedback and insights gained from R&D and customer engineering teams into company products.
    ➢ DevOps champion: Served as the central point of contact for all DevOps-related matters within the organization, offering guidance and support to cross-functional teams. Played a crucial role in bridging the gap between product development teams and customers during beta testing, spearheading special programs like Amigo programs. Provided training to junior team members on building processes that effectively highlighted code dependencies.
    ➢ Cloud migration expert: Deployed BMC Remedy Platform and ITSM applications on hybrid cloud platforms such as AWS, OCI, GCP, and Azure using CI/CD pipeline automation, leveraging tools like Docker, Kubernetes, Helm, Spinnaker, and Jenkins for streamlined deployment processes.
    ➢ Integration specialist: Proficiently utilized BMC Helix iPaaS service with pre-built connectors for third-party applications to seamlessly integrate diverse systems, improving data flow and synchronized processes. Demonstrated a strong command of robust APIs, including Multi-Cloud Broker, Jitterbit, Webservices, and REST API, to develop and implement comprehensive integrations, ensuring smooth communication among various on-premises or hybrid cloud systems and vendor applications.
    ➢ Infrastructure as code expert: Designed and implemented "infrastructure as code" using CloudFormation and Terraform for AWS environments, establishing IL4 environments on Gov Cloud with AWS and OCI while adhering to rigorous security and compliance standards. Developed FedRAMP container environments using Docker, Jenkins,
    Page 3/7
    Ansible, and AWS technologies to assist DevOps teams in onboarding federal customers.
    ➢ Kubernetes expert: Worked closely with customers to deliver optimal architectural solutions, leveraging Kubernetes to manage pod lifecycles efficiently, allocate resources, and maintain application stability according to customer specifications and blueprints. Leaveraged Kubernetes platform to set up IL4 environment on Gov Cloud with AWS and OCI while adhering to rigorous security and compliance standards. Created tenant architecture to support BMC Product hosting such as Discovery/ Autonomous digital enterprise/ITSM/SSO/Intelligent automation/Truesight Orchestration.
    ➢ Business development leader: Collaborated with top-tier customers to deploy various BMC applications (RSSO, Remedy ITSM, AIOps, TMS, BHOM, Intelligent Automation) using Jenkins and Spinnaker, ensuring successful implementation.
    ➢ Agile transformation leader: Led cross-functional teams in agile-based feature reviews and release prioritization, enhancing delivery times for top 100 customers.
    ➢ Technical support specialist: Provided crucial support to customers during ITSM suite and integration implementations and upgrades, involving the right technical and support teams.
    ➢ Knowledge sharing champion: Focused on training, educating, and supporting customers through webinars, community blogs, and tabletop workshops.
    ➢ Customization and migration expert: Evaluated customizations and generated reports on overlays to provide insights and resolve conflicts during upgrades. Developed utilities to address customer-specific issues.
    ➢ Technology expert: Leveraged the latest technologies, including VMWare, Oracle Golden Gate, Microsoft SQL Mirroring, etc., to establish zero-tolerance production environments and minimize downtime during patching or major upgrades.
    ➢ Customer engagement leader: Led and executed numerous customer engagement activities, including briefings, workshops, and demonstrations, to build strong relationships with key stakeholders and decision-makers.
    ➢ Partner relationship manager: Developed and maintained relationships with key industry partners to collaborate on joint solutions and go-to-market strategies.
    ➢ Complex solution architect: Managed the full business development life cycle for complex solutions, from opportunity identification and qualification to proposal development and contract negotiation. Developed and delivered solution presentations to senior executives and other key decision-makers, highlighting the value of BMC solutions in addressing their specific business challenges.
  • Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions.
  • Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
  • Conducted research to evaluate systems design and process efficiency.
  • Presented roadmap and technology infrastructure to customers, demonstrating deep familiarity with APIs, platform infrastructure, security and integration capabilities.
  • Created strong relationships with key decision makers as trusted consultant of BMC ITSM Suit/Discovery/SaaS product line.
  • Created and implemented innovative business solutions to support corporate objectives.
  • Worked closely with product teams to define and prioritize partner feature requests
  • Conducted pre-sale requirements gathering, analysis and documentation.
  • Provided support during customer implementations and applied industry best practices.
  • Developed and delivered technical training designed to enable and educate BMC AR System/ITSM/ software implementation partners.
  • Communicated with partners and clients to update product and implementation status at technical or functional level.

Sr. ITSM Remedy Developer and Architect

National Institute of Health / Unissant
Bethesda, MD
06.2010 - 01.2011
  • Successfully planned and executed the upgrade of the AR server from 7.1 to 7.6 for the
  • ORS department of NIH
  • Configured and integrated the BMC ITSM Suite with the CIT Help Desk Remedy system using Web services and TIBCO
  • Upgraded the CMDB from 2.1 to 7.6 and integrated it with the Ops Env to load CI information
  • Implemented cybersecurity solutions such as S3/AD integration, RSSO, and SSO to enhance security measures
  • Upgraded the Dashboard and Analytics from version 2.2 to 7.6
  • Page 4/7 Collaborated with the CSG to create training materials for Remedy user training for
  • ORS team members and other tenants of the ORS Remedy System
  • Worked with peers to enhance interfaces, increase efficiency, and improve logging, which helped administrators troubleshoot integration issues more effectively
  • Contributed to the development of strategic reports for business analysis with management
  • Provided on-call support for any Remedy-related issues and worked with BMC to resolve out-of-box issues and plan for patching or bug fixes.
  • Designed, developed, and implemented software applications for website based on analyzed requirements and understanding of industry technical standards.
  • Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
  • Updated old code bases to modern development standards, improving functionality.
  • Translated customer requirements into written use cases.
  • Designed intuitive graphical user interfaces to improve user experience.

ITSM Remedy Technical Manager

Xerox / HCL America
Webster, NY
08.2009 - 06.2010
  • Experienced IT professional with expertise in installing and configuring BMC tools, designing custom workflows, and implementing cyber security solutions
  • Skilled in integrating systems, performing data validations, and upgrading software to improve user experience and performance
  • Key Responsibilities: Installed and configured AR Server 7.1 in a cluster-based server group architecture and integrated it with other BMC tools such as Atrium Orchestrator, BEM, AlarmPoint, and more
  • Customized web services to meet business and process requirements
  • Collaborated with the networking team to set up iDNS rules, configure Remedy on a load balancer, and establish a disaster recovery Remedy server with database mirroring
  • Designed and developed a custom workflow to automate the change management approval process using the MASS database, including change primary/secondary approvals and CAB approvals (79 combinations)
  • Worked with the process team to identify and configure 72 SRs/RFCs in SRMS 2.2 with the approval engine and designed additional workflows for data validation and custom notifications
  • Led QA testing efforts for all 72 SRs before production release
  • Configured SLM 7.1 for request and response-based service targets and integrated monitoring tools with SLM
  • Implemented interfaces and joins to integrate with HCL
  • Dashboard reporting
  • Led the implementation of the CMDB baseline creation and configuration management process and imported data from MASS DB and QIS discovery tool to populate the data sets and CIs in CMDB
  • Upgraded CMDB from 2.1 to 7.6 and integrated with ADDM 8.1 (Phase II)
  • Upgraded
  • AR Server and mid-tier from 7.1 to 7.5 and restored customizations related to the approval process
  • Implemented cyber security solutions such as S3/AD integration and worked with customers to customize solutions and improve user experience, usability, performance, and CSAT scores.
  • Liaised between business and technology units to manage delivery schedules for applications.
  • Developed suggestions for technical process improvements to optimize resources.
  • Evaluated customer impact risk, reputation risk and regulatory risk.
  • Met with clients to gather and understand requirements and coordinated with system administrators and directors to plan and schedule project activities.
  • Analyzed project-related information and made recommendations based on discoveries.
  • Assisted product owners with prioritization of backlogs.
  • Managed deliverable estimates, negotiated resource conflicts and allocated resources.
  • Communicated project status, delivering audience messages and change management with clients.
  • Communicated cross-functionally with technology leaders across analysis, architecture, build, quality assurance, deployment and support teams on project execution.

ITSM Sr. Remedy Consultant

Kaiser Permanente / Computer Science Corporation
Pasadena, CA
04.2009 - 07.2009
  • Successfully migrated in-house applications developed using BMC Remedy V6 and customized ITSM V6 into out-of-the-box solutions such as Asset, Change, and Incident management, upgrading to version 7.5
  • Page 5/7 Demonstrated exceptional leadership and consulting skills in offering recommendations and optimizations to the existing system
  • Guided the ITSM business unit in transitioning their reporting capabilities from Actuate to Crystal Reports and Business Objects
  • Implemented seamless integration between CMDB and ITSM, resulting in improved management of critical outages
  • Generated insightful Crystal reports based on Asset and Incident forms, providing valuable data for management to make informed decisions on assets.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
  • Integrated technology and business operations to identify targeted solutions to customer issues.

Sr. Software Engineer

NetZero - United Online, Inc
Woodland hills, USA
10.2004 - 04.2009
  • Analyzed, designed, and developed workflows using ARS Remedy for Satellite, VIOP
  • DSL, ISP services, and other products
  • Maintained a Remedy-based CRM solution to support day-to-day operations
  • Upgraded Remedy 7.x/Oracle 10G/Solaris from Remedy 5.x/6.x
  • Configured and integrated NOC tool with Remedy out-of-box tools like Asset
  • Management and Helpdesk
  • Created and maintained Perl-based interfaces for communication between the Portal (billing system), CRM applications, and Remedy ARS tools
  • Provided on-call production support and helped NOC/BS-Ops/Ops teams to resolve issues by creating urgent CMRs
  • Demonstrated the use and advantages of the Remedy Migrator tool, worked with BS-
  • OPS/SWAT to obtain licenses and set up the tool
  • Worked with SWAT to synchronize all dev/QA/Prod environments
  • Collaborated with CRM, Billing, and Fulfillment departments to develop and implement projects
  • Page 6/7 Worked with Marketing and Project Management departments to create and enhance reports using ARS Perl
  • Took a lead role in large-scale enterprise projects and improved production troubleshooting efforts with BS-Ops to ensure quick and efficient resolution of issues
  • Led the creation of a Remedy Billing train rollout document and coordinated with teams like Billing/QA/SWAT/DBA for implementation
  • Conducted code reviews with the
  • Remedy Dev and SWAT team to ensure accuracy and completeness.
  • Trained and mentored junior developers and engineers, teaching skills in Custom application developed and integrated with VOIP and working to improve overall team performance.
  • Worked with project managers, developers, quality assurance and customers to resolve technical issues.
  • Led software development initiative as subject matter expert and primary point-of-contact for project management staff.
  • Checked client code for bugs and weaknesses using approved troubleshooting methods.
  • Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.

ITSM Remedy Consultant

Northern Trust Bank
Chicago, USA
04.2008 - 03.2009
  • Experienced IT professional with a proven track record of successfully supporting the
  • SDLC process for developing and customizing ITSM applications such as Change
  • Management, Task Management, Identity Management, and integration with proprietary tools
  • Adept at upgrading and integrating Remedy 7.x applications, customizing web- based reporting consoles, and integrating tools using web services
  • Developed and customized ITSM applications such as Change Management, Task
  • Management, and Identity Management, using Remedy ARS
  • Upgraded and integrated Remedy 7.x applications with NTRS tools to improve efficiency and functionality
  • Customized the Web-based Reporting Console 7.x and integrated it with Change, Task, and Identity Management applications
  • Created DSO objects to synchronize data between production, UAT, and system environments
  • Integrated NTRS proprietary tools with ITSM applications using web services
  • Assisted with the resolution of ADR, ITR, and IDM tickets as part of the Remedy
  • Support Group
  • Mentored and trained team members on development guidelines and standards
  • Worked with BMC Remedy to resolve bugs and issues that arose during integration.

System Analyst cum Technical Lead

Cognizant Technology Solutions
12.2002 - 10.2004
  • Analysis, Design, and workflow development using Remedy
  • Designed, developed and implemented workflow for Permanent Card System using
  • Instant Decision, resulting in the issuance of credit cards in 15 minutes at Hollywood and Orlando locations
  • Created and developed the technical architecture for POC development, with a deep understanding of Remedy and AT&T’s eBonding interfaces
  • Established connectivity between First Data Corp's Telecom Request Management system and AIE, as well as between AT&T’s eBonding system and AIE
  • Conducted successful demo at First Data Corp (Omaha) to validate the approach and kick-off offshore development.

Team Leader

GAVS Information Services Pvt. Ltd
02.2001 - 12.2002
  • 1. CRM Application Developer
    ➢ Developed and implemented JMCure, a CRM application using Remedy, SQL Server, and Oracle.
    ➢ Interacted with clients via videoconference for analysis, design, and user requirements gathering.
    ➢ Maintained effective communication with clients to keep them informed of project status and schedule.
    ➢ Conducted data migration and developed production server maintenance plans.
    2. Web-based ERP Developer
    ➢ Developed and implemented Online CITS, a web-based ERP product using J2EE (Java, EJB, JSP), WebLogic, and Oracle.
    ➢ Conducted analysis, design, and development of the product.
    ➢ Coordinated with onsite team for successful delivery of the project.
    ➢ Obtained IBM certification for the product.

Team Leader

Nutech Software Solutions Pvt. Ltd
Bangalore
11.2000 - 02.2001
  • Developed and implemented the Client/Server applications on a VB, Oracle platform
  • Initiated and developed the Intranet application for VIGIROM perfume manufacturing company.

Software Engineer

Tangent InfoTech Pvt. Ltd
Visakhapatnam
04.1996 - 11.2000
  • Implemented Client Server application in Naval Dockyard using D2k and Oracle on
  • UNIX plat form.
  • Reviewed project specifications and designed technology solutions that met or exceeded performance expectations.

Education

Master of Science - Computer Science

KW University
Agoura Hills, CA
01.2005 - 01.2007

Bachelor of Science - Mathematics, Physics, and Chemistry

Andhra University
India
04.1994 - 03.1997

Certificate in Computing (CIC) -

IGNOU
01.1997 - 12.1997

Skills

Proficient in BMC Remedy Platform and Applications (20 years)undefined

Additional Information

  • Accomplishments: Achieved Regional Topper Award from Aptech in 1999
  • Won a Gold Medal in the State Level Boat Rowing Regatta in 1996
  • Honored with a Certificate of Excellence from First Data Corp for successfully completing the AT&T E-bonding Business to Business integration project.
  • Recognized with a Certificate of Excellence from JPMorgan Chase for delivering the Chase Universal Permanent Card System on time, meeting critical deadlines.
  • Awarded the Customer Success Guru award in 2013 while at BMC Software
  • Awarded The Best Customer Experience Award in 2015 while at BMC Software

Timeline

Customer Solution Architect

BMC
02.2011 - Current

Sr. ITSM Remedy Developer and Architect

National Institute of Health / Unissant
06.2010 - 01.2011

ITSM Remedy Technical Manager

Xerox / HCL America
08.2009 - 06.2010

ITSM Sr. Remedy Consultant

Kaiser Permanente / Computer Science Corporation
04.2009 - 07.2009

ITSM Remedy Consultant

Northern Trust Bank
04.2008 - 03.2009

Master of Science - Computer Science

KW University
01.2005 - 01.2007

Sr. Software Engineer

NetZero - United Online, Inc
10.2004 - 04.2009

System Analyst cum Technical Lead

Cognizant Technology Solutions
12.2002 - 10.2004

Team Leader

GAVS Information Services Pvt. Ltd
02.2001 - 12.2002

Team Leader

Nutech Software Solutions Pvt. Ltd
11.2000 - 02.2001

Certificate in Computing (CIC) -

IGNOU
01.1997 - 12.1997

Software Engineer

Tangent InfoTech Pvt. Ltd
04.1996 - 11.2000

Bachelor of Science - Mathematics, Physics, and Chemistry

Andhra University
04.1994 - 03.1997

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Sankar AyinalaCloud Solution Architect - SEAL (Solution Engineering Architecture Leadership) Team