narahariri Rao

IT Professional with 10 years of IT Experience on BMC-Remedy ITSM, Service Now Tools with proven achievements in information technology and around systems management involving developing or customizing Service Now & BMC Remedy ITSM, process analysis, and project management. Accurately combine excellent technical and analytical qualifications with outstanding customer service skills & 4 years in customer Service Managment
 Worked on Infra Related projects, performance tuning of various remedy applications like and ITSM (IM, PM, CM, SLM, SRM, AM) 9/8.x/7.5/7.6.04 and ITAM customized costing module for AM for costing(entire CTS).
 Integrating third party applications with existing BMC remedy application using Web services.
 Strong experience in remedy workflow debugging and data analysis.
 Overview knowledge and experience in CMDB, SCCM spoon jobs, contract management and licenses management .
 ITSM Support, Development and Implementation.
 Client & Customer Experience Management, Customer Relationship Management
Project Management, Performance Metrics, Compliance & Reporting
 Requirements Analysis & Solutions Development, Compliance & Reporting, Requirements Analysis & Solutions Development 
 using Agile methodology and implementing ITIL best practice’s .
 Exhibit positive attitude and leadership qualities in difficult situations. Understand the significance of being a team player and having excellent interpersonal skills
 Service Now development Service Catalog’s Management, W/F, ACL, Scripting(Business Rules, Client Scripting), Policy’s(UI&Data), Update-Sets, Java-scripting, SLM and Worked on Integrations Using SOAP & REST (Personal SNOW Instance) , .

Cognizant Technology solution (Infra Project)
Domain
BMC ITAM (IT Asset Management)

SRM, Remedy 8.1 & 7.6.0.4, ITSM

Unilever has various environment of AR System & ITSM installed in different versions such as 7.1, 7.6.04 & 8.1 for creation of tickets for their clients all over the world.

•Responsible for requirement gathering and understanding of the requirement.
•Preparing the requirement and design specification document
•Customizing the application as per the requirement and design.
•Unit testing and documentation of the process flow.
•Development of AIF in 7.6.04 & 8.1.
•Creation of SRD’s, PDT’s, AOT’s, and Templates respective to AIF developed.
• Configuring Assignment, Approval, and People Data
•Migration of AIF, SRD’s PDT’s, and AOT’s from one environment to another.
•DMT Tool 7.6.04, 8. x.



Future Group
Domain
Future Group (Development and Support

Future Group one of the leading Retail firm with multiple chain of stores. The project consists of customized implementation of SRM, Remedy, and ITSM 7, to align Business Service Management with ITIL Best practices. This application consists of IM, PM, CM, SRM and Integrations .

Customizing the application as per the requirement and design.
Support and Development of the product to meet the customer requirements. Responsible for requirement gathering and understanding of the requirement. Preparing the requirement and design specification document Support & customizing “Remedy Applications” Accessed by Vendors, Contractors & Future Group Employees .Request are raised in SRM, Remedy &ITSM which come into our Queue based on priority of ticket the resolution is Provided according to SLA time Frame.

•Design and Develop SRD’s and customization of existing applications.
•Working on L2, L3 tickets.
•Weekly Status Call &Daily Calls (Tel conference) to update the Team work for the current week and taking up new requirements (Development or Customization).
•On call support to users with in SLA time frame for Pagers & other support related issues.




Wal-Mart(Bentonville, USA)
Domain
OPS Wal-Mart Merchandising

Production Support and customization

Support & customizing “Remedy Applications” Accessed by Vendors, Contractors & Wal-Mart Employees based in (US, UK, Mexico, Brazil, ..).Request are raised in Remedy &ITSM which come into our Queue based on priority of ticket the resolution is Provided according to SLA time Frame.
•Working on tickets and Pagers &Alerts(in accordance of SLA time)
•Weekly Status Call (Video conference & Tel conference) to update the Team Work for the current week daily call with onsite team.
•On call support to users with in SLA time frame for Pagers& other support related issues.
Wal-Mart Merchandising (CCD-Remedy Team) is a customized implementation of Remedy, ITSM 7, to align Visa’s Business Service Management with ITIL Best practices. This application consists of IM, PM, CM, AR System Integrations and Custom Built applications & Reports.



CSM (Netherlands)
Project
CSM-Backend Migration & Support

Senior Flight Purser.
Description
•Worked as senior Flight Purser as Male Crew Member and Cabin in-charge.
•Carrying out the flying duties as per DGCA & (IATA) Rules and Company rules.
•Worked as trainer for “STAR ALLIANCE” Program introduction into AI.
•Specialized in customer relationship management and worked as business analyst in perceptive to IFS.
•Preparation of Crew Roster for Flights on Monthly basis for Bangalore Base.
•Worked on Airbus and Boeing fleets

•Work on BAU tickets .
•Weekly Status Call &Daily Calls (Tel conference) to update the Team work for the current week and taking up new requirements .
On call support to users with in SLA time frame for Pagers & other



Technical Help Desk support
Domain
Airline Tech support(Internal)

Net, ADO.Net, XML, SQL-Server 2000, SQL, Win2k as OS