Ashish Joshi

IT Service Management Professional

Proven achievements across a career which includes over 5 years of experience in IT industry.
!"I#IT$ %A$&S"IP S'((SS)'%%*
Presently wor+ing with #M( Software India Pvt %td., #angalore as Associate (onsultant.
A strong IT professional with experience in IT Service Management activities including development and
customizations of applications on BMC Remedy platform technical ! functional specifications configuration
administration " optimisation and #uality management of the BMC Remedy ITSM Suite application$
Successfully handled offsite pro%ects for diverse range of solutions for the customers in Telecom &etroleum
'ealth care Retail (inancial and Storage solutions$
)ell versed with numerous technologies and platforms* have handled pro%ects in different technologies$ Also
had experience in creating )e+ applications using ,-A.A!-/001 client!server architecture with +ac23end
data+ases such as MS3 S45 Server " 6racle$
Sound 2nowledge of customizations integrations and Release related activities* successfully handled
different pro%ects as part of the offshore team$
&ossess well developed customer handling s2ills with experience to communicate with clients from 7SA
0urope and Australia as a part of 8lo+al Service 9elivery team$
8ood pro%ect execution s2ills in offshore development model$
(ertified in ITI% and Salesforce.
An effective leader with proven a+ilities in wor2ing with cross cultural teams across various geographies
during the pro%ect phase* wor2ing with team mem+ers and ena+ling 2nowledge sharing among the team$
ducation
9iploma in -ava technologies from :IIT &une /;<;$
Bachelor of 0ngineering in Information and Technology from Amravati 7niversity /;;=
9iploma in 0lectrical 0ngineering from 8ovt$ &olytechnic Amravati /;;>
Professional (ertification
ITI5 +y 0?I:
Salesforce Certified 9eveloper 90. >;< +y Salesforce$ Certification :um+er@ A/;BAA
Certification 9ate@ May <>th /;</ till present
mployment "istory
)e-./0 till date #M( Software India Pvt. %td., #angalore Associate (onsultant
Jun./1 2 )e-./0 3ityo Infotech Services India Pvt. %td., Pune P.S. #usiness Partner
Sep.// 2 Jun./1 4yomla-s India Pvt. %td., Pune &emedy ngineer
Jan.// 2 July.// Sela Technology Solutions Trainee Java $eveloper
Sep.56 to July./5 (onvergys India Pvt. %td., Pune TS ngineer
)e-.56 to July.56 4customer India Pvt. %td., Pune ((
S+ill Set
Technical
6perating Systems @ )indows Server 5inux 7:I?
5anguages @ C CCC -ava -/00
Tools " 7tilities @ BMC Remedy AR System D$E$;> =$; and =$< CM9B AI0 SRM D$E$;>
RFM D$E$;> BMC Remedyforce
9ata+ases @ MS3S45 Server 6racle R9B
Tools " Methodologies @ 7M5
&roficient in Installation and use of BMC Remedy ARS D$x Mid3Tier CM9B ITSM D$x and SRM D$x RFM D$x
9ata Management Client 9ata Import Tool on )indows and 5inux environment$
&roficient in (oundation 9ata Configuration of BMC Remedy ITSM suite D$x =$x
&roficient in ITSM out of Box Configuration and Customizations from administration point of view$
0xpertise in Incident Management Change Management modules of BMC Remedy ITSM Suite$
)unctional
'andling various technical aspects li2e system design customization " integration monitoring critical paths
" ta2ing appropriate actions$
Creating process and technical documentation wherever re#uired to optimize resources$
&lanning and 9esigning of test plans and strategies test cases and test scripts!procedures 7AT activity and
gap analysis to ensure that +usiness re#uirements and functional specifications are tested and fulfilled$
9elivering and implementing the pro%ect as per scheduled deadlines* extending post3implementation and
maintenance support as a part of the technical support team to the client$
7ey Pro8ects "andled
(ompany9 BMC Software India &vt$ 5td$ $uration9 9ec <G till date
(lient 3ame9 Chevron %ocation9 6ffshore
Pro8ect9 Managed Services &ole9 6ffshore Consultant
&esponsi-ilities@ Involved in the following activities as Associate Consultant@
o Suggesting and providing customizations in Base 9evelopment Mode to Client as the Client has :o
tolerance policy towards customizations and considers customizations provided in Base 9evelopment
mode as 66B features of BMC Remedy$
o Analysing the pitfalls while upgrading to BMC Remedy =$< where the customizations are provided in
Base 9evelopment mode$
o Identifying issues and creation of wor2flows in the integration for &eople records using the .endor
and staging forms$
o 'andling monthly release activities and applying hotfixes whenever and wherever re#uired$
o 9iagnosis investigation and trou+leshooting complex 5G issues$
o 'andling (TS issues$
o Creating and pu+lishing Fnowledge Articles for entire team for 2nown errors$
o Creating and improving processes and its documentation$
o Identifying and 9ispatching 5<!5/ issues to the concerned team$
o &roviding technical and functional guidance to 5<!5/ team to handle 5<!5/ issues wherever re#uired$
o Maintaining contract level agreements ,statement of wor21$
o (ollowing the S6) and suggesting changes to S6) activities$
o 5oo2ing after maintenance of common set of pro%ect standards ,processes ! templates !
delivera+les ! terminology1 across the pro%ect$
o 0xtracting Consolidating and pu+lishing Account level Monthly Status Report to client$
o 6ptimizing service delivery activities following the process and giving support$
(ompany9 BMC Software India &vt$ 5td$ $uration9 6ctH <G I 9ecH<G
(lient 3ame@ Ban2 of Montreal %ocation9 6ffshore
Pro8ect9 Ban2 of Montreal 9ata mapping pro%ect$ &ole9 6ffshore Consultant
Summary9 BM6 had own 0T5 Tool in place to extract reports from Remedy D$E$;> S&/$ My activity was to
determine the differences +etween fields which were included in their existing reports to fields availa+le in =$<
as BM6 had upgraded to Remedy =$<
&esponsi-ilities9 Involved in the following activities as Associate Consultant@
o Advising how the custom fields included in the 0T5 reports can +e preserved while upgrading to =$<
o Suggesting possi+le customizations in order to preserve the fields used in existing 0T5 reports$
o Comparing existing reports with reports from BMC Remedy 66B =$<$
o 9etermining which fields were moved to which form and if itHs possi+le to include these fields to
existing reports$
o 0xtracting difference report for more than A;C forms from MS3S45 Server /;;= 9ata+ase$
o (etching and comparing reports from D$E$;> Base version to D$E$;> Best &ractice Mode in order to
understand the customizations used +y BM6$
o 8enerating wee2ly status update to BM6 senior management$
(ompany9 BMC Software India &vt$ 5td$ $uration9 SepH <G I 6ctH<G
(lient 3ame@ Ado+e I:C %ocation9 6ffshore
Pro8ect9 Ado+e I:C 7pgrade from D$E$;> to =$< ,&6C1 &ole9 6ffshore Consultant
Summary9 Ado+e I:C wanted to migrate to =$< from D$E$;> hence wanted me to capture the differences in
=$< as compared to D$E$;>$ The main o+%ective was to understand all new features introduced in =$< which will
+enefit Ado+e I:C$
&esponsi-ilities9 Involved in the following activities as Associate Consultant@
o Identifying the customizations and integrations and the way to preserve them while upgrading to =$<
o 0xtracting difference reports using B&C7$
o (etching and comparing reports from D$E$;> Base version to D$E$;> Best &ractice Mode in order to
understand the customizations used +y Ado+e I:C$
o (etching and comparing reports from D$E$;> Best &ractice Mode to =$< Best &ractice Mode in order to
understand the differences in the two versions$
o 9etermining which features were introduced in =$<$
o Analysing the gaps in the features and explaining to Client team in the wee2ly meetings
o 0xplaining the +enefits of all new features introduced in =$< to client management team$
(ompany9 BMC Software India &vt$ 5td$ $uration9 (e+H <G I SepH<G
(lient 3ame9 .'A %ocation9 6ffshore
Pro8ect9 .'A Remedy ITSM Implementation &ro%ect &ole9 6ffshore Consultant
Summary9 .'A wanted to implement Remedy D$E$;> as their main ITSM tool$
&esponsi-ilities9 Involved in the following activities as Associate Consultant@
o Installation of entire BMC Remedy ITSM Suite in different environments such as 90. T0ST and
&R69 of .'A$
o Identifying issues and creation of wor2flows,(ilters and 0scalations1 in the integration for &eople
records using the .endor and staging forms
o Creation of wor2flows in order to achieve some of the customizations re#uested +y .'A$
o (oundation 9ata load configuration ,All elements of foundation data1$
o Creating and running AI0 -o+s in order to add all CIHs to different classes in CM9B$
o Creation of 7ser acceptance Testing script documents$
o 0xecution of 7AT scripts$
o Creating process and &ro%ect flow documents$
(ompany9 :ityo Infotech India &vt$ 5td$ $uration9 SepH </ I (e+H<G
(lients9 Ingram Micro Siemens AstraJeneca 9SM %ocation@ 6ffshore
Pro8ect9 Application Administration &ole9 6ffshore Consultant
Summary@ )or2ed as a part application administration team for various clients$
&esponsi-ilities9 Involved in the following activities as Application Administration team@
o 'andled and corrected complex issues in entire Change approval mapping which is considered as an
achievement as the Client highly appreciated the corrections as it was highly impacting Change
functionality for the client$
o )or2ing on R(0 ,Re#uest for 0nhancements1 customization re#uests whenever re#uired$
o Identifying issues and creation of wor2flows,(ilters and 0scalations1 in the integration for &eople
records using the .endor and staging forms
o )or2ed on Application administration re#uests such as updating &eople records support groups
creation +ul2 data load for approval mapping records and +ul2 data load for CIHs in CM9B
o Creating and pu+lishing daily " wee2ly reports to clients as decided$
o Creation of Macro for extracting different reports$
o Creation of mapping files for Remedy 9ata Import Tool in order to perform +ul2 data load re#uests$
(ompany9 .yomla+s India 5td$ $uration9 SepH << I -unH</
(lients9 Internal %ocation9 6ffshore
Pro8ect9 Custom application development &ole9 6ffshore Consultant
Summary@ )or2ed on developing custom applications$
&esponsi-ilities9 Involved in the following activities as Application Administration team@
o &rofessionally trained on ITI5 BMC Remedy D$E$;> from installation to development of custom ARS
applications Customization of BMC Remedy ITSM Suite and other tools such as 9IT 9MT and AI0$
o )or2ed on R(0 ,Re#uest for 0nhancements1 customization re#uests whenever re#uired$
o Creation of custom ARS Application$
o Created and developed a custom staging form for &eople and 7ser records$
(ompany9 Convergys India &vt$ 5td$ $uration9 SepH ;A I -ulH <;
(lients9 Microsoft I:C %ocation9 6ffshore
Pro8ect9 Technical Support for Microsoft &roducts &ole9 0ngineer
Summary@ )or2ed as a Microsoft Technical Support 0ngineer to handle complex and trivial issues related to
Microsoft &roducts$
&esponsi-ilities9 Involved in the following activities as Microsoft Technical Support team@
o 'andling installation and upgrade of )indow &roducts such as )indows 6S and Server networ2ing
protocols$
o )or2ing on networ2ing issues in )indows environment$
o Installation and upgrades of 9evice driver networ2 protocols 6S in )indows environment$
o Creating and following Microsoft Fnowledge Articles on MS9: to minimize the Service 9elivery time$
o 0ffectively handling escalated issues as a part of 0scalation team$
(ompany9 .customer India &vt$ 5td$ $uration9 (e+H ;A I -ulH ;A
(lients9 Kou Broad+and India &vt$ 5td$ %ocation9 6ffshore
Pro8ect9 Technical Support for Microsoft &roducts &ole9 0ngineer
Summary@ )or2ed as a Technical Support 0ngineer to handle complex and trivial issues related to Internet
connectivity$
&esponsi-ilities9 Involved in the following activities as Technical Support team@
o )or2ing on networ2ing issues in )indows environment$
o Creating and following &rocess document to optimize the Service 9elivery$
Annexure
:ther Ma8or Pro8ects "andled
(ompany9 BMC Software India &vt$ 5td$ $uration9 -unH </ I SepH</
(lient 3ame@ Internal %ocation9 6ffshore
Pro8ect9 BMC Remedyforce &ole9 6ffshore Consultant
Summary9 Re#uired to gain expertise and technical certification as Salesforce Certified 9eveloper 90. >;< to
understand and leverage the +est features of BMC Remedyforce product$
&esponsi-ilities9 Involved in the following activities@
o Creating different applications on the Salesforce platform in order to understand and optimize the
use of all features such as 6+%ects )or2flows on the Salesforce platform$
o 7nderstanding technical intricacies of BMC Remedyforce product +y relating it with BMC Remedy
o 7nderstanding details of CM9B Class hierarchy in order to identify the gaps and scope of
improvements$
o 9elivering corporate trainings to Sr$ Consultants Consultants on BMC Remedyforce product$
(ompany9 Sela Technology Solutions 5td$ $uration9 -anH;> I -ulyH;B
$esignation9 Trainee -ava!-/00 9eveloper
Summary9 9evelopment of )e+ application as a +log for technical experts to share their 2nowledge +y posting
articles and comments using -ava <$E -S& Servlets 'i+ernate G$; technologies Microsoft S45 /;;= as
+ac2end 9ata+ase$
&esponsi-ilities@ Involved in the following activities@
o 9evelopment and testing for Technical Blog we+ application studying the existing documentation
7nderstanding complete +log system
o 9ocumenting the system while wor2ing$
o Coordinating with the team for the day3to3day proceedings
o Sharing the status update$
(ompany9 Sela Technology Solutions 5td$ $uration9 -anH;> I -ulyH;B
$esignation9 Trainee -ava!-/00 9eveloper
Summary9 This is a console +ased application using -A.A <$E which had +een developed for a vehicle rental
company$ It allows users to rent a vehicle according to their needs$ 7sers can also sell and +uy different
vehicles to " from the company$
&esponsi-ilities9 Involved in the following activities@
o 9evelopment and testing for .ehicle Rental system application$
o Creating documents for the system while wor2ing on it$
o Identifying and analysing the performance +y coming up with innovative ideas for optimization$
o Sharing the status update$
A;A&$S < &(:=3ITI:3S
Awarded as L6utstanding &erformerM for providing excellent Technical support at Convergys Services India &vt$
5td$
Awarded as L&erformer of the monthM for providing excellent Technical support at .customer Services India &vt$
5td$