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System Developer / Software Engineer Resume

Falls Church, VA

SUMMARY:

Skilled with proven professional leadership skills in high pressure, people\mission oriented environment; able to independently accomplish complex requirements. I have worked with classified, unclassified enterprise - level government organizations and possess excellent written and oral communication skills as well as unique problem solving experience

TECHNICAL SKILLS:

Applications Supported: Microsoft Office 2003/2007/2010 , Windows XP, Windows 7, Active Directory, DameWare, Remedy Developer Studio, Remedy Data Import tool, BMC Remedy AR System 7.6.04, 8.0, 9.1, Data Load Manager, Incident Management, Change Management, Service Request Management, Problem Management, Service Level Management, BMC Remedy Migrator 8.1, Remedy Developer Studio 8.1, SOAP UI, BMC Remedy Data Import 8.1, SQL Developer, Win SCP, MobaXterm, Crystal Reports 2016, Linux, PuTTy, JSS-SSO, Atrium Core Console

PROFFESIONAL EXPERIENCE:

Confidential, Falls Church, Va

System Developer / Software Engineer

Responsibilities:

  • Apply Agile Development methodology & Design Patterns to deliver application enhancements in a rapidly changing environment.
  • Assist in creation of customized change management application using version 9.x
  • Automated business processes to work in process with business rules.
  • Develop reports using Crystal Reports.
  • Assist in ARS upgrade from 7.6.04 to 9.1
  • Delivered multiple customizations while maintaining “out of the box” usability
  • System Administration
  • Migration of workflow from development to Production Server.
  • Configure Digital Workplace

Confidential, Falls Church, Va

System Developer / Software Engineer

Responsibilities:

  • Remedy AR Server installation, configuration, tuning of version 9.1
  • Remedy AR Mid-Tier Tomcat Installation, configuration, tuning of version 9.1
  • Install and configure JSS-SSO for PIV card authentication
  • Asset import, Reconciliation, Normalization using BMC Atrium Integrator
  • Creation of custom asset classes and attributes using Atrium Core Console
  • Creation of SRD’s for use with Service Request Management
  • Customized Remedy Incident Management using Remedy workflow objects such as forms, active links, active link guides, filters, filter guides and escalations BMC Remedy AR System administrator tasks using Incident, Change, Problem, SRM, Atrium Console
  • Assist in upgrade from ARS v7.6.04 to v9.1
  • Modify reports using Crystal Reports v2008 pulling from database level or application level using ODBC Driver
  • Use of SQL commands using SQL Developer to report on Remedy application use
  • Responsible for requirements gathering and design specifications
  • Responsible for the post production maintenance and support of the project

Confidential, Herndon, Va

System Developer/Software Engineer

Responsibilities:

  • Responsible for administration of Production, Development and Testing Server.
  • Responsible for development, unit testing and migration.
  • Responsible for Remedy Production Support team to assist users.
  • Involved in migration of the definitions from the development to production server
  • Created forms, Views, Active Links, Filters, escalations and menus using Remedy ARS 8.1
  • Designed and Developed custom forms using Remedy ARS 8.1
  • Used Remedy Import and Export for Migration of data and definitions.
  • Involved in Designing and Development of Remedy schemas using Active links, Filters, Menus and Escalations

Confidential, Arlington, Va

AR System Administrator/Engineer

Responsibilities:

  • Manage user accounts and develop custom modifications to the Joint Staff Service Center’s Remedy ARS 7.6.04
  • Foundation data loading; user setup, assigning roles and permissions, creating support groups and access permissions, assignment routing.
  • Install and configure BMC Remedy ITSM 7.6.04 System to include Development and Production Servers.
  • Develop Remedy Service Request Management tool
  • Administer Remedy Service Request Management (SRM)
  • Perform common administrative tasks using AR System Administration Console
  • Proficient use of forms, fields and workflow
  • Proficient use of Remedy Developer Studio to modify applications
  • Proficient in configuration of CI’s, relationships, normalization and reconciliation
  • Branding using AR Skins
  • Data importing and normalization of imported data
  • Proficient in Remedy Mid-tier system, Web Services
  • Configure Service Level Management (SLM)
  • Excellent team member with a strong ability to lead and balance multi-project workload
  • Remedy Specialty areas using ITIL best practices - Incident, Change, Asset, Problem Management and SRM
  • Build AR System active links and automate system responses to a user's actions and/or input
  • Responsible for backups (creation, modification, and archival) of company, support group, location, user data, and other duties as required; responsible for resolving data discrepancies
  • Participates in coordination, planning, design, testing, and implementation of Remedy projects.
  • Maintain Remedy applications, forms, and workflows to meet Joint Staff requirements and performance standards.

Confidential, Arlington, Va

System Administrator/Engineer

Responsibilities:

  • Manage user accounts and develop custom modifications to the Joint Staff Service Center’s Remedy ARS 7.6.04
  • Foundation data loading; user setup, assigning roles and permissions, creating support groups and access permissions, assignment routing.
  • Install and configure BMC Remedy ITSM 7.6.04 System to include Development and Production Servers.
  • Develop Remedy Service Request Management tool
  • Administer Remedy Service Request Management (SRM)
  • Perform common administrative tasks using AR System Administration Console
  • Understand the concept of forms, fields and workflow
  • Experience using Remedy Developer Studio to modify applications
  • Understand concepts of CI’s, relationships, normalization and reconciliation
  • Branding using AR Skins
  • Data importing and normalization of imported data
  • Good understanding of Remedy Mid-tier system, Web Services
  • Configure Service Level Management (SLM)
  • Excellent team member with a strong ability to lead and balance multi-project workload
  • Remedy Specialty areas using ITIL best practices - Incident, Change, Asset, Problem Management and SRM
  • Build AR System active links and automate system responses to a user's actions and/or input
  • Responsible for backups (creation, modification, and archival) of company, support group, location, user data, and other duties as required; responsible for resolving data discrepancies
  • Participates in coordination, planning, design, testing, and implementation of Remedy projects.
  • Maintain Remedy applications, forms, and workflows to meet Joint Staff requirements and performance standards.

Confidential, Washington, DC

Tier II Desktop Support

Responsibilities:

  • Utilizing Remedy 7.0 tracking application to track current trouble tickets for use with future problem identification and resolution.
  • Prepare package and ship Blackberry devices to end users and Technicians nationwide and overseas as needed
  • Responsible for providing desktop system administration and support to the network
  • Interact with clients to resolve queries, issues and problems.
  • Responsible for providing help, support and assistance in initial installation of the system, setup and maintenance of user accounts and data recovery.
  • Responsible for providing assistance in the installation of system and network components
  • Configure switches, routers and modems
  • Responsible for researching, and testing all new network infrastructure technology for possible future use on DHS network.
  • Create and modify user accounts in Windows Active Directory.

Confidential, Alexandria, VA

Desktop Support

Responsibilities:

  • Ability to manage and troubleshoot Citrix XenDesktop environment.
  • Prepare package and ship Blackberries and other equipment to end users nationwide and overseas as needed.
  • Track all incidents in Remedy Action Request system and document a detailed resolution for every call.
  • Perform wireless/cellular programming, activation, testing and user training.
  • Troubleshoot systems and applications to identify and correct malfunctions and other operational problems.
  • Provide resolution for complex Blackberry wireless support issues.
  • Experience with Blackberry Enterprise Server.
  • Troubleshoot network problems ranging from authentication errors to TCP/IP and DNS/routing problems.
  • Provide limited one-on-one training for new tier I and II helpdesk support technicians.

Confidential, Washington, DC

Desktop Support

Responsibilities:

  • Provide troubleshooting and customer support to approximately 5000 end users.
  • Assist user with creating and mapping outlook personal folders and exchange profiles.
  • Blackberry configuration and deployment.
  • Provide solutions for complex Blackberry wireless support issues.
  • Provide support to end users for issues related to, but not limited to, operating their wireless device, trouble shooting for malfunctioning devices, and step by step instructions for connecting Blackberry devices to the Blackberry Enterprise Servers.
  • Administered Microsoft Exchange accounts.
  • Assisted with backups and file restorations.
  • VPN Client, verifying connectivity to the Confidential network.
  • Track all incidents in Remedy Action Request system and document a detailed resolution for every call.

Confidential, Washington, DC

Desktop Support

Responsibilities:

  • Identifying, researching and resolving complex technical issues and providing customer service support to approximately 500 end users.
  • Troubleshoot Microsoft Exchange Environment.
  • Provide short/long term blackberry solutions for technical and wireless support issues.
  • Troubleshoot active directory objects to include resources, services, and users.
  • Replacement of failed mother boards, and other hardware components.
  • Utilizing HEAT tracking application to track current trouble tickets for use with future problem identification and resolution.
  • Prepare package and ship equipment to end users and Technicians nationwide and overseas as needed.
  • Maintain an equipment supply of Pagers, Blackberries and VTC/Video equipment and accessories.
  • Served as Point of Contact to outside vendors and Government technicians for service issues, troubleshooting and diagnosing blackberry issues.
  • Laptop support, disk encryption, windows updates, adding/updating software, installing/updating secure doc login, imaging laptops using GHOST.
  • Symantec Backup Exec; create data and catalog jobs, data restores.
  • Installing, configuring and troubleshooting both stand- alone and network printers.

Confidential, Washington, DC

Jr. Network Administrator

Responsibilities:

  • 100% over the phone resolution averaging 25 calls per day.
  • Monitor network management applications such as Solarwinds and HP Openview for opening tickets and troubleshooting network issues.
  • Display current network status through HP Openview. Set printers to online/offline.
  • Created ITSM trouble tickets for internal/ external customer requests using Remedy.
  • Monitor HP Openview alarms based on acknowledgement, severity, source, message and event type.
  • Monitored the status and configuration of network elements such as routers, switches, servers and printers through network node manager.
  • Manage solutions to view more detailed printer and workstation information within HP Openview

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