| Confidential Role: Business Analyst/Technical Lead - Implemented Change Management 7.6.04, with Approvals
- Assisted with requirements gathering process, and educating participants with regards to ITIL framework as it relates to Change Management
- Provided guidance on process and policy for change management
- Assessed, advised and developed customizations to Change Management and Approvals as required by customer
- Implemented and customized Remedy Knowledge Management
Confidential Role: Lead Trainer Developed and delivered training material for ITSM 7.6.04 modules, specifically: CMDB, Incident Management, Change Management, Work Order Management, and Service Request Management Confidential Role: Business Analyst, Lead Developer - Research In Motion consolidated three disparate Remedy systems utilized by their BlackBerry Operations, Corporate IT and Customer Support Operations, into one system while upgrading to Remedy ITSM 7.5
- Attended requirements review and design sessions for Change Management 7.5, Asset Management 7.5 and CMDB 7.5 functionality
- Documented solution design, and associated unit test scripts
- Designed and implemented customizations for Change Management, Asset Management and CMDB
- Took lead architect and developer role on a customized solution for BlackBerry Asset Management tracking transfers, loans, and recalls for devices, requiring customization of CMDB and Asset Management 7.6.04
- Collected and imported foundation data pertaining to BlackBerry devices' ownership, and support group/people relationships and product categorization
Confidential Role: Business Analyst/Architect, Senior BMC Remedy Consultant - Provided leadership to project team, advised on overall architecture of ITSM implementation
- Conducted BMC Requirements Gathering Workshops for ITSM 7 application modules to determine gap between OOTB processes and customer desired processes educated customer on ITIL processes
- Designed, implemented and tested customizations
- Produced project documentation for all phases
- Migrated legacy data Incidents, Change Requests, Tasks, Assets from version 5.6 to ITSM 7
- Assisted with foundation data configuration and import
- Designed and coded Configuration Management customizations to CMDB and Asset modules
Confidential Role: Business Analyst/Architect, Senior BMC Remedy Consultant - Conducted BMC Requirements Gathering Workshops for ITSM 7 application modules to determine gap between OOTB processes and customer desired processes educated customer on ITIL processes
- Provided mentoring on moving from asset-based Systems Management to service-based Systems Management
- Designed extension to CMDB 2 for scientific instruments and weather systems
Confidential Role: Senior BMC Remedy Consultant - Mentored EDS project team members on CMDB architecture and configuration
- Reviewed and validated Common Data Model for CMDB
- Provided guidance and leadership to EDS project team to configure the CMDB to support documented CI relationships, based on best practice implementation experience
- Assisted EDS team on the implementation of a stable CMDB in EDS test environment
- Documented procedures for implementation of customized CMDB model
- Documented procedures and developed API code for migration of legacy assets to new CMDB model
Confidential Role: Senior BMC Remedy Consultant - Installed and configured CMDB 1.1
- Customized CMDB class structure
- Converted and migrated legacy Asset data and relationships to CMDB CIs
- Provided support for Remedy ARS upgrade team
Confidential Role: Senior BMC Remedy Consultant Customized Remedy ITSM Asset Management 6 / CMDB 1.1. Confidential Role: Business Analyst, Senior BMC Remedy Consultant, Trainer - Gathered and analysed customer Portfolio/Project Management process requirements
- Customized Remedy-based Project Management application and integrated with Remedy ITSM Help Desk 5.5 and Change Management 5.5
- Assessed training requirements, created training materials, and delivered training for customized Remedy-based project management application
Confidential Role: Business Analyst/Architect, Senior BMC Remedy Consultant, Development Lead - Gathered and analysed customer requirements
- Customized Remedy ITSM Change Management 5.5 to customer specifications
- Integrated Remedy ITSM Help Desk 5.5 with Locator/Kerebos to provide external access to employee information
- Customized Remedy ITSM Help Desk 5.5 to customer specifications developed the ability to create Service Requests with Tasking within the Help Desk module
- Implemented ITSM Service Level Agreements module with customized SLAs and OLAs
- Installed and configured Mid Tier, and web-enabled the customized ITSM application
- Supervised a team of developers, providing detailed design specifications
- Created Unit Test documentation and supervised unit and integration testing
Confidential Role: Business Analyst, Senior BMC Remedy Consultant, Trainer - Installed and configured ARS server v 5.12, and Remedy ITSM Help Desk 5.5 integrated with Telalert paging software
- Customized Remedy ITSM Help Desk 5.5 to customer specifications
- Developed and delivered training materials for customized Help Desk 5.5 application
Confidential Role: Business Analyst, Senior BMC Remedy Consultant - Designed and built extension to Remedy's ITSM Change Management module to facilitate office moves designed and developed billing/chargeback application based on cost of support and service of corporate assets
- Customised Remedy's ITSM Help Desk and Change Management modules
- Managed up to 8 concurrent projects involving customization to Remedy ITSM Help Desk, Change Management, and Asset Management modules
- Provided direction and leadership to 7 developers tracked project status and reported to management
- Provided senior management with directions and future strategy relating to Remedy ITSM suite of products
Confidential Role: Senior BMC Remedy Consultant - Implemented and customized Remedy ITSM Service Level Agreements and Change Management modules
- Developed and delivered training on Remedy ITSM Change Management to users and management
Confidential Role: Trainer Provided training at Remedy's UK training centres, and at customer sites worldwide. Remedy Certified and experienced in teaching the following courses: Administering the AR System, Distributed Server Option, ARWeb/Remedy Web for Administrators, Change Management, Asset Management, and HelpDesk for Administrators Confidential Role: Senior Systems Management Consultant - Wrote customer proposals, requirements and analysis documents, functional specifications, design documents, administrator and user guides
- Provided pre-sales support for Remedy ITSM suite of products Help Desk, Change Management, Asset Management, ARWeb/Remedy Web
- Extensive experience delivering Remedy certified training courses. Consistently achieved above average evaluations
- Developed and delivered training for custom-built Remedy applications for Shopper's Drug Mart, Alphanet, NetCom, CI Mutual, Great West Life, and Farm Credit Corp
- Assisted with the development of a custom-built Remedy Problem Management application
- Advised Senior Management on process and functionality of Remedy ITSM Help Desk 4 application
- Customized Remedy ITSM Help Desk 4 to customer requirements
- Created end user documentation on use of applications
Confidential Role: Professor, School of Computer Science and Technology - Provided instruction and leadership to students in Engineering and Computer Science programs
- Designed course curriculum for credit courses and workshops
- Developed an instructional manual that was sold by the College Bookstore, and used by Computer Studies and Continuing Education Departments for applications courses
- Planned lessons to accommodate different learning styles
- Provided leadership to part-time instructors of Systems Analysis courses
- Evaluated and selected appropriate course materials based on textbook content, learning objectives, and level of expertise of student
Confidential Role: Self Employed Computer Consultant - Performed consulting, development, implementation and training for companies such as Lawrence Associates, The Apple Marketing Board, and George Weston Foods
- Analyzed client software needs, and designed and implemented custom applications to provide a solution
- Developed training courses and materials for popular business software applications provided corporate training in computer applications
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