OBJECTIVE:

• Experienced Remedy ARS, ServiceNow & ITSM subject matter expert seeks to find a position that will best utilize skills.

PROFESSIONAL SUMMARY:

• Experienced Remedy & ServiceNow Professional with over 25 years of experience in Information Technology used to meet and exceed business needs. Experience includes, but is not limited to the following skills:
• Analyzes current business processes and interacting with business unit personnel to identify issues and problems areas as well as areas that can be enhanced to streamline Remedy and ServiceNow applications.
• Team &Technical Lead of software development projects interacting with development team to meet requirements objectives.
• Database design used in conjunction with application development to optimize use of referential and data integrity.
• Application development using best practices of software development lifecycle.
• Application Administration tasks such as applying patches and upgrades, data analysis, account management and reporting.
• Report development for reporting on data in applications.
• Strong communication skills in creating presentations and documenting environment and applications.
• 18 years of experience with Remedy ARS, versions range from ARS 3.2 - 7.6.4.
• Over 6 years of experience with Remedy ITSM, versions 7.0 - 7.6
• 1 year of experience with ServiceNow, versions range from Fuji to Istanbul.
• Experience with Service Request Management, Incident Management, Problem Management, Change Management, Configuration Management applications as well as integrations with 3rd party applications.

PROFESSIONAL EXPERIENCE:

Project Lead

Confidential

Responsibilities:

• Project Lead, Business Analyst & Developer of Remedy ARS 7.6.4. (ITSM) and ServiceNow Geneva
• Designed and implemented Situation Management process to streamline Problem Management associated with Critical and High Priority Incidents in Remedy which resulted in a savings of about 400 hours of work on average per month. This process was then reused in ServiceNow.
• Designed business and technical process for the automation of creating Change Requests from Service Requests in ServiceNow.
• Performed extensive root cause analysis of defects in Remedy ARS and ServiceNow.
• Managed Problem Management activities for Remedy ARS including documenting known errors, implementing code fixes and applying vendor patches.
• Revised custom Java code used for integrations into the Remedy ARS CMDB.
• Analyzed current system to identify problem areas and recommend/develop solutions for improvement.

Acting Program Manager, Team Lead & Senior Developer

Confidential

Responsibilities:

• Team Lead & Developer/Administrator of custom applications on ARS 7.1. (Privacy/Security Violations, Service Desk, Asset Management)
• Analyzed Business Processes to determine improvements to existing applications.
• Implemented Task Management System to streamline custom Asset Management application for the lifecycle of an asset.
• Converted custom ARS 7.1 applications to ITSM 7.6 on ARS 7.6
• Developed Crystal Reports for use with custom applications on ARS 7.1
• Administered Crystal Report server for use with automating Crystal Reports

Senior Software Developer

Confidential

Responsibilities:

• Develop Remedy ARS software and Web Mid-tier applications.
• Developer/Administrator in configuration and customizations of the Service Desk(ITSM 7.1on ARS 7.1) and Asset Management (ITSM 5.5on ARS 6.3) and CMDB (7.1) applications implementation using ITIL Foundation guidelines.
• Technical Lead to upgrade to single ITSM 7.6 on ARS 7.5

Senior Technical Support Engineer

Confidential

Responsibilities:

• Support Legislative Workbench applications and servers.
• System administration of Redhat Linux release 4.
• Troubleshooting errors in Java based application integrated with Open Office
• Troubleshooting errors in Server management processes using ActiveMQ integrated with Subversion.
• Develop Bash scripts for server side installations.

Senior Software Developer

Confidential

Responsibilities:

• Develop Remedy ARS software and Web Mid-tier applications.
• Member of Remedy development team in configuration and customizations of the Change Management, Incident Management (ITSM 7.5on ARS 7.5) and CMDB (7.5) applications implementation using ITIL Foundation guidelines.

Senior Software Developer

Confidential

Responsibilities:

• Project Manager of Remedy application projects.
• Technical Lead of Remedy ARS software developers.
• Analyzed Business Processes to determine improvements to existing applications.
• Develop Remedy ARS software and Web Mid-tier applications.
• Create data models of new Remedy application to guide development efforts.
• Lead Remedy development team in configuration and customizations of applications to manage Incidents, Change Management, Work Orders (ITSM 7.5on ARS 7.5) and CMDB (7.5) implementation using ITIL Foundation guidelines.
• Map & Load Data from custom ARS applications into Asset Management applications.

Senior Software Developer

Confidential

Responsibilities:

• Project Manager of Remedy application projects.
• Technical Lead of Remedy ARS software developers.
• Analyzed Business Processes to determine improvements to existing applications.
• Develop Remedy ARS software and Web Mid-tier applications.
• Create data models of new Remedy application to guide development efforts.
• Lead Remedy development team in configuration and customizations of applications to manage Incidents, Change Management, Work Orders (ITSM 7.0.3 on ARS 7.1) and CMDB (2.1) implementation using ITIL Foundation guidelines.
• Administer IIS and SQL Server 2005 in support of BMC Remedy applications.
• Map & Load Data from custom ARS applications into Change Management & Incident Management applications.

Senior Software Developer

Confidential, Bridgewater, NJ

Responsibilities:

• Develop Remedy ARS software and Web Mid-tier applications.
• Create data models of new Remedy application to guide development efforts.
• Lead Remedy development team in creation of application to manage Issues and Action Plans for Sarbanes-Oxley (SOX) audits.

Senior Software Developer and Administrator

Confidential, Swiftwater, PA

Responsibilities:

• Designed and Engineered new Communication Access Module using Remedy ARS 6.3 integrated with Cold Fusion web site.
• Created new Asset Management Module using Remedy ARS 6.3
• Integrated new Purchase Request Ordering System with existing Purchase Request Approval System developed using Remedy ARS 6.3
• Analyzed existing Remedy application and made improvements to existing workflow processes.
• Develop and Administer Remedy ARS software and Web Mid-tier applications.
• Upgraded Remedy ARS 5.0.1 to Remedy ARS 6.3
• Created oracle database designs for use with Remedy & Cold Fusion web site.
• Created reports from Remedy database modeled in Microsoft Excel.

Database and Application Administrator

Confidential

Responsibilities:

• Develop and Administer Remedy ARS software and Web Mid-tier applications.
• Develop and administer Informix 4GL application & SE database
• Essential Knowledge of System Administration on UNIX systems for support of Informix 4GL application.