Viswanath K

15 years of Remedy ITSM experience in gathering requirements, analyzing, designing, developing, and implementing BMC Remedy ARS & BMC Helix ITSM applications.

• More than 15 years of Remedy ITSM experience in gathering requirements, analyzing, designing, developing, and implementing BMC Remedy ARS & BMC Helix ITSM applications.
• 5 Years of strong experience in enhancing and customizing BMC Helix ITSM Remedy applications (Incident Management, Change Management, Problem Management, Asset Management, Service Level Management & CMDB) using Remedy Forms, Active Links, Filters, Escalations, Guides and Menus.
• Hands-on experience in installing, configuring, and administering OnPrem ITSM suite of applications, including Remedy Client & Remedy Mid-Tier, Smart IT/ My IT, Developer Studio, Digital Workplace (DWP), Innovation Studio, Upgrading OnPrem Remedy, and applying patches & hotfixes.
• Extensively worked in Application development using Developer Studio and Innovation Studio.
• Strong expertise in troubleshooting & resolving Remedy production issues after analyzing client-side logs and server-side logs. Worked with BMC support to resolve ITSM application issues. 
• Good knowledge of the ITIL framework, ITSM processes, and Agile methodologies.
• Experience creating SQL queries to extract required data using SQL/ORACLE/ PostgreSQL databases.
• Experience generating reports using Smart Reporting, Helix Dashboards, and Native web reporting.
• Good knowledge of third-party integrations using Atrium integrator/Spoon and REST APIs.
• Experience in preparing technical design documentation, Operational documentation, and test scripts/plans.
•  Excellent verbal & written communication, interpersonal, organizational,l and analytical skills.
•  Ability to work efficiently in both independent and teamwork environments.

• Bachelor of Engineering from Marathwada University, MS, India.
• M.B.A from Shivaji University, MS, India.