Shaikh Washim Ahmed

• Supporting HP Service Manager service to make sure it is up and Running 24X7.
• Enhancement on existing workflows
• Create New modules and workflows as per requirement
• Generate new reports and schedule reports in SMI-SAP BO reporting tool.
• Co-ordination of the vendors and stakeholders for on-boarding of upgraded HPSM 9.6
• Database performance tuning for improved application performance
• Integration of different Third party systems to create new tickets in HP SM And Integration on Email to new Ticket creation
• Built New Module for managing Football Tournament took place in Qatar

Team Member for Project - CN Rail

• Supporting the HPSM service to make sure it is up and Running 24X7.

• Enhancement on the workflows

• Create New workflows as per business requirements

Team Lead for Project - Covestro

• Supporting Linux based environment and make sure the HPSM service is up and Running 24X7.

Team Lead for Project - Centura Healthcare

• Supporting the environment and make sure the HPSM service is running 24X7

• Configure and implement the enhancement requests using Process Designer

• Using Alert definition, configured reminder email notification

• Implemented server level fix to improve application performance

• Created new Change management workflow which was highly appreciated by the customer.

• Applying indexes to HPSM tables for improving the application performance

• Knowledge Management installation and configuration

• Resolved various issues with ConnectIt and other tools integration.

• Binary upgrade to HPSM server, client, webtier and SRC.

• HPSM to HPRC integration

Team Member (Project : British Gas)

• Configured Disaster Recovery Solution for HPSM

• Configured Single Sign On for Service Request Catalog (SRC-1.40)

• Connect-IT upgrade

• SOAP UI installation and working knowledge on webservice integration

• Implementation of Service Level Management

• HP Adoption Readiness Tool installation and configuration

• Day to day BAU activities (Incidents, Problems and Service Requests)

• Ad-hoc reports generation from the tool as required

Team Member (Project : Affinity Water)

• Configured the High Availability solution

• Configured HPSM webserver (Tomcat)

• LDAP configuration for HPSM users

• Prepared Test cases for all the modules

• Demonstrated the workflow on all the modules

Team Member / Team Lead (Project : Commonwealth Bank of Australia)

• Worked as Level 3 support executive for CBA.

• Worked at client location (Sydney, Australia) for an year and earned appreciations from various levels of customers.

• Troubleshooting issues related to incident and change modules in SM for different clients

• Worked on problem management, delivering detailed RCA as per the SLA.

• Take care of Application Patching on all the SM environments.

• Apply SSL to all the SM environments.

• Configure Weblogic web service for SM

• Lower environment database refresh from Production database on a regular basis.

• Preparing technical Knowledge Base documents (KB) related to process. Created handy documents for troubleshooting on different modules in SM.

• Actively involved in System Outages in production environment and liaising with cross functional teams to deliver into root cause of the issue.

• Identify workflow related issues/bugs and report as defects as per pre-implementation tasks.

• On Call support for critical issues outside the office hours / Weekends.

• Monitoring the system on hourly basis and provide the health check report to the team.

• Ensuring HPSM is up and running all the time.

• HPSM User administration / troubleshooting various profile issues for the clients.

• Monitoring Connect-it interfaces with HPSM for email integrations.

• Generating ad hoc reports from HPSM to the cross functional teams and clients.

• Effectively handling Incidents which are escalated to our queue as per the agreed SLA.

Team Member (Project : Consumer Value Service)

• Worked as SM Developer – Requirements gathering and implementing it on Interaction Management and Incident Management modules.
• Troubleshooting various issues on other modules.
  Creating queues and views.
• Creating Menus as per requirements
• Setup operators, profiles & roles and capability words in Service Manager
• Renewing the license for Service Manager on production and other environments.

Team Member - Quality Analyst (Project : Consumer Value Service)

• Writing test scenarios for all modules in customized SM.
• Performance test using Benchmark utility in Service Manager.
• Executing the scenarios on Quality Centre and report defects to clients and assign the defects to the respective developer.