Vinod Shewale

• Having more than 8 years of experience in BMC Remedy ITSM Support, Development, Integration, Customization.
• Experience in BMC Helix ITSM (IM, PM, CM, SRM, SLM & RM), SmartIT, DWP (MyIT), BMC DWPA (DWPC), Smart Reporting.
• Proficient in developing applications in Remedy Action Request System.
• Proficient in AR application development and integration with third party applications using web services (Publishing Remedy SOAP Web Services and Consuming Third-party Web Services).
• Proficient in developing standard and complex service catalogs in BMC DWPA(aka DWPC).
• Experience of handing challenging tasks in support projects and managing customer support cases.
• Knowledge of BMC Discovery, CMDB (Normalization and Reconciliation), of BMC Remedy PWA, MCSM, Virtual Chat & Drift Management along with the Remedy Client tools like Data Import Tool, Development Studio, User Tool.
• Experience in providing corporate training to Administrators and Developers for handling the operational activities and developing new code for the requirements received.
• Experience in providing training to the Support Staff and End Users for different modules.
• Experience of document creation like HLD, LLD, Implementation Plan, Test Case Doc etc.
• Good understanding and knowledge of ITIL processes.

To obtain a challenging and responsible position in an organization wherein I contribute to the successful growth of an organization using my abilities and knowledge.

• BMC Remedy ARS & ITSM, SmartIT, DWP & Smart Reporting
• BMC Discovery
• BMC Helix ITSM, BMC Helix DWP, BMC Helix Digital Workplace Catalog, BMC Helix Dashboards
• BMC Helix Business Workflows, BMC Helix Innovation Suite

• BMC Certified Professional : Helix ITSM 19.x
• BMC Certified Associate Helix DWPA 20.x
• BMC Certified Associate Helix DWPA Catalog 20.x

➢  Project 1: BMC Discovery CMDB, CM Implementation & ITSM Enhancements.
     Client: Syntax Doha IT & Services , Doha, Qatar .
     End Client: Al Mana Computer Services, Doha, Qatar.
     Description: The aim of this project was to implement BMC Discovery in a client’s environment and integrate it with BMC CMDB for asset management, along with the implementation of Change Management and pending enhancements for IM & PM.
     Job Responsibilities:
▪ Requirement gathering and analysis from customer for implementation of Change Management module.
▪ Design and Configuration of Custom Approval Chains for Change Management, customizations related to IM, PM & CM Modules.
▪ Integration of BMC Discovery with BMC CMDB.
▪ Synchronization of discovered CIs from Discovery to CMDB.
▪ Creation of custom datasets, normalization rules and reconciliation rules.
▪ Working on the UI enhancements related to SmartIT & DWP.
▪ Providing training to all the stakeholders intended for each application and creating HLD & LLD Documents.
▪ Troubleshooting bugs raised during UAT.

➢ Project 2: BMC DWPC (DWPA) Migration .
Client: BMC Software .

     End Client: Macquarie Bank, Australia
     Description: This project mainly involved the development of new services, based on the requirements received from customers on helix cloud instance of Digital Workplace Catalog Server.
     Job Responsibilities:
▪ Requirement gathering and analysis.
▪ Guiding customers in the design of service.
▪ Creating workflows and questionnaire for service.
▪ Creation of custom forms in Helix ITSM to store configurational data needed for services.
▪ Creating Categorizations and Entitlements for services.
▪ Migration of services from lower environments to higher environments.
▪ Troubleshooting bugs raised during SIT and UAT.
▪ Providing resolution to the issues occurred after production deployment of services.
▪ Creation of HLD and LLD documents for implementations done.

➢ Project 3: BMC Remedy ITSM & DWPA Helix Implementation.
    Client: BMC Software
    End Client: PCCW Singapore
    Description: This project consists of implementation of ITSM Suite and DWPA on Helix Instance.
    Job Responsibilities:
▪ Loading foundation data received from customer.
▪ Managing configurations for various modules.
▪ Implementing customizations based on the requirements received.
▪ Creation of new service catalogs in DWPC and reports in Smart Reporting for IM, PM, CM & SRM
▪ Resolving various issues faced by customers during UAT.
▪ Migration of services from lower environments to higher environments.
▪ Creation of HLD and LLD documents for developments done.

➢ Project 4: BMC Remedy ITSM Operational Support and Development.
    Client: BMC Software
    End Client: eBay
    Description: This project involved daily operational activities along with the development of new requirements received from various teams.
    Job Responsibilities:
▪ Responding to the users within the given SLAs.
▪ Working on the issues related to different ITSM modules like IM, PM, CM, & SRM.
▪ Creation of new SRDs and entitlements & migration of SRDs from lower environments to higher environments
▪ Requirement gathering and analysis of customization requirements and developing customizations.
▪ Creation of HLD and LLD documents for developments done.

➢ Project 5: BMC Remedy CMDB Service Impact Modeling Implementation.
    Client: PayPal, Chennai.
    End Client: PayPal India Development Center.
    Description: This project mainly involved implementation activities related to service impact modeling.
    Job Responsibilities:
▪ Requirement gathering and analysis.
▪ Establish any missing CI relationships. CI's (Business Service > Technical Service > Application CI > Related Server)
▪ Checking existing relationships for application CI’s.
▪ Validate Impact Analysis, Service Dependency Model.
▪ Creation of HLD and LLD documents for implementations done.

➢   Project 6: BMC Remedy ITSM Development.
      Client: VBT, Turkey(Istanbul)
      End Client: Central Bank of Turkey.
      Description: This project mainly involved Development activities.
The aim of this project was to develop the workflows for various business demands.
and to make these functionalities visible in SMART IT.
      Job Responsibilities:
▪ Requirement gathering and analysis.
▪ Writing BMC Workflows and designing custom form as per the business requirement.
▪ Implementing customizations in SmartIT and creating actions in SmartIT.
▪ Providing the Post implementation support
▪ Creation of HLD and LLD documents for all customization implemented.

➢  Project 7: BMC Remedy ITSM Development and Integration
      Client: Ericsson
      End Client: Ericsson India Global Services.
      Description: This project mainly involved Development and Integration activities; there were lot of requirements for the Application enhancement which has been fulfilled by Customization and Development, The integration was achieved in 2 phases.
      First phase : Integration of Gordon-Application (Third Party Tool) with ITSM Work Order Module.
      Second Phase : Integration of ITSM (Incident and Work Order) with HPOO(HP Operation Orchestrator).
      Job Responsibilities:
▪ Requirement gathering and analysis.
▪ Staging Form Design and writing workflows using AR System objects (Active Link, Active Link guide, Filter, Filter guide, Escalation) for development activities.
▪ Publishing and consuming the SOAP web services.
▪ Creation of HLD and LLD documents for the customizations implemented.
▪ Creation of Implementation Document and Test Case document for the RFCs.
▪ Providing Demo to the stakeholders.
▪ Conducting the Training sessions for the End users and Operation team.
▪ Providing the Post implementation support

➢ Project 8: BMC Remedy ITSM, Smart IT & MyIT Support.
    Client: Ericsson
    End Client: Ericsson India Global Services.
    Description: Project is for one of the largest telecom companies has implemented BMC Remedy ITSM application and aim was to provide day to day support to the client.
    Job Responsibilities:
▪ Worked as a support engineer for the BMC remedy ARS and ITSM applications.
▪ Handling customer tickets of different priority.
▪ Respond to the customer within the given time to meet the response SLAs and resolve the incidents as per
resolution SLAs again.
▪ Worked on the Issues related to ITSM, SLM, SRM applications.
▪ Implementation of change in the organization related to Remedy applications.
▪ Handling the Issues related to Approval Server, Email Engine, Notification Engine.
▪ Handling the issues related to the Smart IT & MyIT applications.
▪ Interact with the customers on calls/mails and have the Lync/WebEx session if required.

• Date of Birth: 07/22/93
• Nationality: Indian
• Marital Status: Married

I hereby declare that the above furnished information is authentic to the best of my knowledge.