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Information Systems Engineer Resume

Sierra Vista, AZ

Objective

To obtain a position as a Technical Analyst where I can utilize my skills and contribute to the success of the team and organization

Professional Experience

Confidential., Sierra Vista, AZ Mar.09 – Jul.09 Remedy Information Systems Engineer

  • Provide an overview of the business and technical underpinnings of Remedy ITSM that will lead to successful Army Enterprise Remedy ITSM Implementation
  • Outline the steps required to prepare the C-TNOSC and Army DOIM for successful migration to ITSM Remedy, to include a transition schedule
  • Rolling out of BMC Remedy ITSM application at Army DOIM
  • Gather IT Service Catalog requirements data for integration and implementation into the Army Service Desk
  • Documented and delivered Service Catalog requirements
  • Knowledge of the U.S. Army’s C4IM IT processes
  • Partner with your POC and SME to ensure that data gathering and C-TNOSC account creation is accomplished
  • Provide BMC Remedy ITSM application training to the Army DOIM
  • Conduct Functional Acceptance Test (FAT), validating the functionality of the Remedy ITSM system

Confidential., Atlanta, GA Nov. 05-Dec. 08 Sr. Remedy Technical Support Analyst

  • Maintained high level of customer satisfaction
  • Respond and resolve all customer inquiries (via phone, e-mail, web)
  • Communication with customer every two days (for non-critical issues)
  • Create clear and concise ticket documentation with all required data and fields
  • Escalate tickets/issues appropriately
  • Treat all issues with urgency
  • Exercises judgments within defined procedures/practices and may determine appropriate action
  • Manage priorities – ability to recognize and act on factors that create priorities
  • Prepare for, support and assist other engineers in new and existing products within technical area
  • Provides technical assistance and mentoring to more junior engineers
  • Create and disseminate technical knowledge via Knowledge Base Articles, white papers or other proactive support avenues
  • Maintain quarterly knowledge base goal for area(s) of expertise as assigned by management and share knowledge to applicable group(s)
  • Proactively mentor or teach colleagues
  • Learn and effectively utilize Customer Support tools/resources
  • Proactive in learning BMC Remedy AR System new versions, products, modules
  • Practice good knowledge of IT industry and best practices (ITIL)

Technical Expertise

Systems:Windows NT Workstation and Server 2003, Windows XP, Vista
Software:Trend Anti-Virus, McAfee Anti-Virus, Norton Utilities, Microsoft Office, BMC Remedy AR Server 5.x-7.x

Education

B.S. Computer Science/Business

Certifications

  • BMC Remedy AR System 7.x: Administering – Part 1
  • BMC Remedy AR System 7.x: Administering – Part 2
  • BMC Remedy Service Desk 7.x: Using Incident Management
  • BMC Remedy Service Desk 7.x: Using Problem Management
  • BMC Remedy Asset Management 7.x: Using Asset Management
  • BMC Atrium CMDB 2.x: Administering – Part 1
  • BMC Remedy IT Service Management 7.x: Application Administering Essentials

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