SUMMARY:

• BMC Remedy Developer/Administrator/Architect
• Business Analysis
• Project Manager
• Technical Support and Team Building

SKILL:

BMC Remedy Administration, BMC Remedy Developer, BMC Remedy Architect, Project Management, Structured Development Life Cycle Methodologies, Technical Support, Database Performance Tuning, Requirements Analysis, Server Administration, Solution Designs, Enterprise Integration, Documentation, Create Materials, Customer Support, and Service, Business Systems Analysis.

BMC Remedy 3.x: 8.1, HelpDesk, Asset Management, Remedy Mid Tier, Remedy DSO, Microsoft SQL Server, SQL, HTML, SNMP, Oracle, MySQL, Visio, Microsoft Project, UML, RUP, ITSM, CMDB, ITSM, SRM, SLM..

HARDWARE: Sun Microsystems, Microsoft Windows, Hewlett Packard, and IBM.

OPERATING SYSTEMS AND SERVERS: Sun Solaris, Windows NT/95/98/2000/XP, Linux, HP UX, IBM AIX, Apache Web Server, Microsoft IIS, Remedy ARS, Tomcat, Veritas.

EXPERIENCE:

Confidential

Systems Engineer

Responsibilities:

• Development, support and maintenance of BMC Remedy ITSM and custom Remedy ARS 8.x to 9.x applications in a Linux VM/Oracle environment.
• This includes but is not limited to: troubleshooting and follow - up of reported bugs, gathering & documenting business requirements.
• Building & design of application enhancements including forms, menus, fields and workflow to meet business requirements in a multi-server group environment.
• Responsible for QA & UAT before production implementation.
• Report creation, generation, and maintenance. Integration of Customer Support Systems with Business Processes and Systems.
• Maintain documentation required for ongoing Remedy ARS support.
• Manage and lead a team on all aspects of the BMC Remedy systems functionality, support, upgrades, licensing, modifications and availability.

Confidential

Sr. Remedy Developer

Responsibilities:

• Development, support and maintenance of BMC Remedy ITSM and custom Remedy ARS 8.x to 9.x applications in a Windows VM/SQL Server environment.
• This includes but is not limited to: troubleshooting and follow-up of reported bugs, gathering & documenting business requirements.
• Building & design of application enhancements including forms, menus, fields and workflow to meet business requirements in a multi-server group environment.
• Responsible for QA & UAT before production implementation.
• Report creation, generation, and maintenance.
• Integration of Customer Support Systems with Business Processes and Systems.
• Maintain documentation required for ongoing Remedy ARS support.
• Manage and lead a team on all aspects of the BMC Remedy systems functionality, support, upgrades, licensing, modifications and availability.

Confidential

Remedy Developer/Administrator (Consultant)

Responsibilities:

• Working as an independent consultant, in cable, telecom, call center and nonprofit organizations developing and administering BMC Remedy systems.
• Worked on several projects implementing BMC Remedy 7.6 -8.x solutions including CMDB population and implementation of ITSM modules.
• Custom Remedy Development in BMC Remedy 7.6

Confidential

Sr. Business Systems Integrator

Responsibilities:

• Development, support and maintenance of BMC Remedy CSS, ITSM and custom Remedy ARS 6.x to 7.x applications in a Sun/Oracle 10g environment.
• This includes but is not limited to: troubleshooting and follow-up of reported bugs, gathering & documenting business requirements.
• Building & design of application enhancements including forms, menus, fields and workflow to meet business requirements in a multi-server group environment.
• Responsible for QA & UAT before production implementation. Report creation, generation, and maintenance.
• Integration of Customer Support Systems with Business Processes and Systems.
• Maintain documentation required for ongoing Remedy ARS support. Manage and lead a team on all aspects of the BMC Remedy systems functionality, support, upgrades, licensing, modifications and availability.

Confidential

Sr. Consultant

Responsibilities:

• Charged with development, administrative and support duties to major Telecommunications clients.
• Primary responsibilities included Remedy Architecture, Development, Support, Business Analysis, generating new business, Technical Demos.
• Also responsible for backing up Netcool and Netwizard team with support and development duties.
• All systems were custom designed using ARS 6.x, for Telco Industry Clients.

Confidential

Sr. Consultant

Responsibilities:

• Remedy ARS 5.x and 6.x Development, Mid - Tier, Upgrade from 5.x to 6.x.
• Assisting in requirements gathering, Architecture of several mission-critical enterprise application in ARS, SQL, JSP. Design and coding of Web Services for integration with other systems including SAP and LDAP integrations.
• All systems are custom ARS solutions, not OOTB applications.

Confidential

Sr. Consultant

Responsibilities:

• Remedy ARS 5.x and 6.x Development, Mid - Tier, Upgrade from 5.x to 6.x.
• Assisting in requirements gathering, Architecture of several mission-critical enterprise application in ARS, SQL, JSP.
• All systems are custom ARS solutions, not OOTB applications.

Confidential

Sr. Consultant

Responsibilities:

• Performed ITIL/Remedy consulting services for various government and financial services clients at different locations around the United States.
• These services include Business Analysis, Project Management, Software Development, Testing, Planning, Sales, and other consulting related duties as required.

Confidential

Sr. Remedy Developer (Consultant)

Responsibilities:

• Performed installation and customization of Remedy ITSM 5.5 with ARS 5.1.2 on the Solaris/Oracle platforms.
• The system was designed for a medium-sized help desk with approximately 500 users across multiple divisions of the county government.

Confidential

Project Manager

Responsibilities:

• Performed Project Manager functions as they relate to software and hardware implementation in the IP Data Center.
• Managing multiple internal customer and vendor relationships.
• Project planning, documentation, budget analysis, and product presentations.
• Was responsible for assisting the development team on Remedy and Database skills, including migration and clean up of old data for import into the new system and programming the more complex remedy workflow that was required.

Confidential

Lead Business Analyst (Consultant)

Responsibilities:

• This includes analyzing BMC Remedy Asset Center and its integration with other enterprise systems including SMS, PeopleSoft, Remedy, Web interfaces, Lotus Notes and various network tools.
• Analysis of integrated data sources utilizing PL/SQL, Access, Excel, Migrator, and various database platforms.
• Mentored and lead others within the organization in issues relating to restructuring human processes and the use of applications to achieve "Best Practices" goals.

Confidential

Lead Remedy Developer (Consultant)

Responsibilities:

• Responsibilities included developing web-based project management and time tracking system, using Remedy ARS 5.1, Mid - Tier, Win2k and MS SQL Server.
• This included all phases of the software development life cycle, including Requirements Gathering, Solution Design, Development, Documentation, Implementation and Testing. Mentored and 2 other developers.

Confidential

Sr. Business Analyst / Developer

Responsibilities:

• Lead Developer and System Architect with 7 direct consulting reports for high profile enterprise applications designed to interface customer support systems with billing platforms and SNMP based network discovery toolsets.
• Performed analysis of current business practices as they relate to the High-Speed Data Call Centers.
• Design and code solutions in Remedy ARS 5.0 to streamline processes and minimize Average Handling Time for Customer and Technical Support personnel.
• Was responsible for the analysis and design of network tools set, serving as a diagnostic aid in resolving customer issues.
• This included analysis of data and integration of systems using Java, SQL, MS Office Tools, and VBA.