This resume is for Diwakar Singh, who has over 4 years of experience working with Remedy ITSM software. He currently works as a Senior Specialist at HCL Technologies, where he has experience developing, administering, and supporting Remedy 7.X. He has also worked with BMC Software and other companies as a Remedy developer and support engineer. His skills include configuring Remedy applications, forms, workflows, and integrations like Active Directory and email. He holds a B.Tech in computer science and has experience with technologies like Oracle, SQL, and UNIX.

1. RESUME
Diwakar Singh Total IT
Experience:4.10Years
Contact : 9873950559 / 9582825759
E-mail: diwakarsingh00@gmail.com, singh.diwakar@hotmail.com
Experiences:
3.10 years’ experience as a Remedy Consultant with expertise in Development,
Administration and Support in ITSM 7.X.
 Currently working HCL Technologies as Senior Specialist.
 Worked with BMC Software as Remedy Developer through Input Zero technology.
 Worked with PYRO NETWORK PVT.LTD as support engineer from
 25 May 2011 till April 2012.
 Worked with ENVISAGE INFOTECH PVT.LTD. from 25 Aug 2009 to 10 May 2011.
Summary:
 Configuring the foundation data
 Strong knowledge of Remedy Forms, Active Links, Filters
 Familiarity with Remedy Forms, Active Links, Filters, Escalations, Menus, Guides,
Workflow, Reporting
Ability to articulate Remedy technical concepts
 Interacted with users in identifying and resolving Remedy issues.
 Acted as key technical resource in Remedy 7.6.04 upgrade project.
 Maintaining applications in the BMC Remedy ITSM Suite - IM, SLM, CM ,SRM
 Create Service targets and milestones
 Configuring Auto Assignments and Product and Operations Catalog.
 Configuring Support groups, Templates, scripts in ITSM.
 Configure Change Management.
 Remedy License Management and performance monitoring.
 User permissions, support groups, roles license related issues
 Installation of ITSM.
 Handling SQL Queries, PL/SQL Functions, Procedures & Packages involving in
implementing, Change Request and Bug Fixing.
 Have 2.4 Years of working experience on Oracle10g (SQL, PLSQL) and UNIX
 Meticulous and results-oriented with demonstrated capability to schedule production
process, ensuring timely completion of the process.
 Focused and hardworking professional equipped with thorough knowledge and technical
understanding coupled with an analytic bent of mind and confident to take challenging
assignments.

2.  Competent "people person" with good written and oral communication skills.
Integrations:
 Active Directory Integration
 Web Services Integration
 Auto Ticket creation through Email ID
Professional Qualification:
 B. Tech(C.S.) from Shamhunath Institute of Engineering & Technology, Allahabad
(U.P Technical University, Luck now) in 2009 with 70%.
Academic Qualification:
 Class 12th from J.V.I.C. Pureypandey Raebareli(U.P. Board) in2003with 62%
 Class 10th from S.G.S.I.C. Rautapur Raebareli (U.P. Board) in 2001 with 68%
Technical Skills:
Service Management
User 7.x, AR Admin 7.x ,AR8.1
AR Import, Remedy User7.x, Developer Studio, ITSM ,
Incident Management, Problem Management, Change
Management, Service Level Management. Knowledge Of
CMDB,SRM
Area of Interest ARS,Oracle, SQL, PL/SQL
Languages SQL, PL/SQL,UNIX
Databases ORACLE 10g
Other Tools & Utilities PL/SQL developer ,Toad, SQL Loader, Putty, Edit Plus,
Operating Systems Windows 98, 2000, XP Professional, HP Unix
Projects Detail:-
Current Project:-
Title EFH/ONCOR Remedy
Client Energy Future Holdings
Description: This project is basically migration from 7.6.04 to 8.1remedy now there are
Different-2 requirement like email integration, Active Directory integration
And other enhancement type of requirements.
Team Size 3
Role: Application Developer and Support
Responsibilities:
 Done AD integration with Remedy 8.1
 Worked On performance tuning of AR server at app, web server level.
 Done email to ticket integration with remedy
 Created AIF based Service requests.
 Installed, configured and customized – Service Request Management. Creation of
Templates, AOTs, PDTs and SRDs.

3.  Worked related to remedy performance related issues.
 Deployed Web Services Integration.
 Working on day to day basics remedy issues as well.
Current Project:-
Title Vale ROD migration
Client VALE
Description: This project is basically migration of ITSM 7.6.04 to ROD 8.1 VALE has
migrated
The environment now it wants that some sorts of configuration in some
modules
In knowledge management and Asset management and some customization as
well
And configuration of SLAs.
Duration Jan -2014 to till date
Team Size 3
Role: Application Developer and Support
Responsibilities:
 Done configuration in knowledge management.
 Written unit test case for knowledge management
 Executed those test cases.
 Written unit test case for Asset.
Skill Used: ITSM 8.1
Project:-
Title Serco on boarding Wave 1
Client Serco
Description: This project is basically migration of ITSM 7.6.04 to ROD 8.1 Serco has
migrated
The environment now it wants that all customers’ data should migrate from
7.6.04
To ROD for better management of its customer’s .Data is being migrated using
Using DMT tool for 11 customers in the wave -1.

4. Duration November-2013 to till date
Team Size 2
Role: Application Developer and Support
Responsibilities:
 Done analysis of existing functionaries
 Uploaded Data Using DMT tool.
 Uploaded data for Foundation data
 Uploaded data for Transactional data
Skill Used: DMT tool. ITSM 8.1
Project:-
Title DTAG-Interface Upgrade Enhancement
Client COLT
Description: COLT needs to be able to order ULL and wDSL services from DTAG. Both
access variants are key to win business in the German market. If the Interface is not
upgraded Colt will lose the ability to order the services and will have to migrate the full
installed base to different off-net access types.
 Major interface specification change requires colt to upgrade. Colt did not upgrade the
interface for three consecutive Interface releases. The currently used Version 3 will not
be supported from Q1 2013 onwards by DTAG. Not upgrading will result in colt being
unable to order and cease these products from DTAG.
 Interface product scope extension to all wDSL services. DTAG will stop to support for
manual ordering by December 2012. As a result DTAG imposes mandatory use of the
WITA Interface for all wholesale Customer of DTAG for ULL and wDSL product
lines.
Support of additional transactions (e.g. change of SLA for an existing service) will
result in improved operation performance and smoother Customer
experience.
 The overall project is to upgrade and extend the current e-bonding (“WITA Interface”)
solution between Colt and DTAG for ordering, managing and ceasing off-net services
(ULL, wDSL)

Duration Dec-2012 to till date
Team Size 2
Role: Application Developer And Support
Responsibilities:
 Done analysis of existing functionaries
 Created remedy ARS Workflows
 Done Custom Configuration changes
 Created forms
 Created some fields in existing forms

5.  Supported SIT
Skill Used: BMC Remedy ARS 7.0, ITSM 7.0, Oracle, and Linux
2. Project Name : Eye Spot (Network performance monitoring)
Clients : Idea,Vodafone,Bsnl
Location : All India
Environment : Oracle 11g (database), Toad
Tools : SQL Developer, Remedy, Putty
 Description: EYESPOT is an "Integrated Cellular Performance Monitoring,
Optimization, Auto Reporting, and Alarming & Forecasting Decision Support
System". Some of its salient features are provided below:
 Engineering Options with Multi-vendor Multi-Technology Interface for Network
Performance Monitoring
 Integrated & Intelligent Windows Optimization Platform
 Integrated GIS based Optimization Solution. Google Earth Integration for MAP/GIS
Display
Role & Responsibilities:
 Creating Ticket Using ITSM 7.6.04
 Development and coding for different functions and procedures in each circles database
schema
 Validating the data items
 Documentation of user manual for eyespot
2. Project Name : Data Entry Application
Description: I was involved in developing packages, Creation of User Interface. Requirement
is to create forms which contain auto-refresh facility with data submission. Updating of
multiple records in a single hit. Login credentials with time boundation etc.Insertion of records
is managed by using UTL_FILE package and Updating is done by Using Editable reports.
Error Handling is also done as per requirement.
Role & Responsibilities
Involved in developing codes (packages and validation logics) and creation of User Interface

6. 3. Project Name : EAMS (Envisage Academic Management Solution)
Clients : Product of Company
Locations : Hyderabad
Environment : Oracle 10g, Windows XP.
Tools : Oracle Application Express (APEX)
Description: EAMS is a single database Role Based Dynamic System. It supports Multi
Branch Institute and can be used through internet and Intranet. It can be customized as per the
end user requirement. It's a perfect integration of all the management/Educational Activities
with Student Activities. It can reduce the costs of interacting with students across the enrolled
student lifecycle, while providing opportunities for proactive, reactive and co-browsing
communication programs that are the cornerstone of any retention initiative. It is also used to
deliver services to students. It covers various modules of management system:-
 System Administration, Enquiry management, Entrance Exam Management,
Admission/Registration Management, Student Record Management, Hostel
Management, Library Management, Transportation Management, Time Table
Management, Placements, Notice Board, Human Resource Management, Leave
Management System, Alumni Management
SUMMER TRAINING:
HCLCDC Allahabad (CCNA)
Synopsis: Learn from basic concepts of networking and the routing protocols and also
The configurations of routers and switches.
 Duration: 2 Months
Personal Details:
Father’s Name : Shri Shiv Kumar Singh
Mother’s Name : Smt Kalawati Singh
Date of Birth : 15th Aug 1986
Sex :Male
Marital Status :Married
Hobbies :Listening to Music & Watching Movie
Permanent Address : VILL- Saidapur, POST- Chheolaha, DISTT- RaeBareli (U.P)
Passport Number : J8794840
Valid up to : 11-08-2021
Declaration:
I hereby declare that the above mentioned information is correct to the best of my
knowledge and belief.
Date:
Place: Noida (Diwakar Singh)

7. 3. Project Name : EAMS (Envisage Academic Management Solution)
Clients : Product of Company
Locations : Hyderabad
Environment : Oracle 10g, Windows XP.
Tools : Oracle Application Express (APEX)
Description: EAMS is a single database Role Based Dynamic System. It supports Multi
Branch Institute and can be used through internet and Intranet. It can be customized as per the
end user requirement. It's a perfect integration of all the management/Educational Activities
with Student Activities. It can reduce the costs of interacting with students across the enrolled
student lifecycle, while providing opportunities for proactive, reactive and co-browsing
communication programs that are the cornerstone of any retention initiative. It is also used to
deliver services to students. It covers various modules of management system:-
 System Administration, Enquiry management, Entrance Exam Management,
Admission/Registration Management, Student Record Management, Hostel
Management, Library Management, Transportation Management, Time Table
Management, Placements, Notice Board, Human Resource Management, Leave
Management System, Alumni Management
SUMMER TRAINING:
HCLCDC Allahabad (CCNA)
Synopsis: Learn from basic concepts of networking and the routing protocols and also
The configurations of routers and switches.
 Duration: 2 Months
Personal Details:
Father’s Name : Shri Shiv Kumar Singh
Mother’s Name : Smt Kalawati Singh
Date of Birth : 15th Aug 1986
Sex :Male
Marital Status :Married
Hobbies :Listening to Music & Watching Movie
Permanent Address : VILL- Saidapur, POST- Chheolaha, DISTT- RaeBareli (U.P)
Passport Number : J8794840
Valid up to : 11-08-2021
Declaration:
I hereby declare that the above mentioned information is correct to the best of my
knowledge and belief.
Date:
Place: Noida (Diwakar Singh)