SKILLS:

Application Development/Customization: Custom Remedy AR System Application Development), and Remedy ITSM (Service Request, Incident, Problem, Change, and Asset)Application Configuration Remedy ITSM (Foundation Data, Service Request, Incident, Problem, Change, Knowledge, and Asset), Atrium SSO, AREA LDAP Configuration, and Server Group Configuration

Application Installation: Remedy AR System, Remedy Midtier, Incident Management, Problem Management, Change Management, Asset Management, Service Request Management, Service Level Management, Knowledge Management, BMC Atrium SSO, BMC Analytics, SAP BOXI, and BMC Dashboards

Remedy/Atrium Tools/Clients: Remedy Midtier, Remedy Developer Studio, Remedy Migrator, ITSM Process Designer, and Atrium Integrator (Spoon)

Atrium Core Applications: CMDB, Normalization Engine, and Reconciliation Engine

Databases: Oracle, MS SQL Server, and Sybase

Operation Systems: AIX, Solaris, Red Hat Linux, and Windows Server

PROFESSIONAL EXPERIENCE:

Confidential, Sierra Vista, AZ

Sr. Remedy Engineer

Responsibilities:

• Providing Tier 3 Support of the BMC Remedy ITSM 8.1 application modules to the various areas of operation to include Europe, Korea, Pacific, and SWA; assisting with the validation of installation procedures, installation of applications, and deployment and configuration of the various BMC applications; participating in OPTs by providing input and recommendations to the ITSM 8.1 project team.
• Reviewed and validated build guide documentation that was produced by BMC Consulting Service; completed Hub and Spoke installation of the BMC applications to include Remedy, Atrium, Analytics, and BPPM.

Confidential, Herndon, VA

Sr. Remedy Consultant

Responsibilities:

• Supporting the BMC Remedy ITSM 7.6.04 application modules in the Production, QA Test, and Development environments; training the ITT O&M Remedy Team in using and supporting the application suite.
• Reviewed BMC produced documentation and facilitated support turnover from vendor BMC Consulting Services.

Confidential, San Diego, CA

Remedy Developer

Responsibilities:

• Worked as a Remedy Developer on the SPAWAR AT/FP Remedy Support team focusing on providing support to the BMC Remedy ITSM 7.6.04 AT/FP production environment.
• Supporting the BMC Remedy ITSM 7.6.04 application modules in the production and development environments for the AT/FP Remedy Team.
• Documented the customizations to the Remedy ITSM 7.6.04 environment; copied customizations and transactional data to the new Production server.

Confidential, Tampa, FL

Remedy Developer

Responsibilities:

• Worked as a Remedy Developer on the SPAWAR Surge Team supporting the C4IES Remedy Team focusing on providing support to the BMC Remedy ITSM 7.6.04 production environment and the BMC Remedy ITSM 7.6.04 process improvement project.
• Supporting the BMC Remedy ITSM 7.6.04 application modules in the production and development environments; assisting the configuration and setup of the Atrium Integration Engine (AIE 7.6.04) with the Spectrum data sources to include configuration of the Normalization and Reconciliation jobs; assisting in ITSM requirements gathering; leading the development and customization of the ITSM application.
• Identified and gathered the ITSM usability requirements for the Service Desk. Customized the Requestor Console. Disabled the Service Request Module functionality.

Confidential, Kirkland, WA

Remedy Consultant

Responsibilities:

• Worked as a Remedy Consultant/IT Systems Analyst on the Koch Business Solutions ITSM Application Support Team focusing on providing support to the ITSM 7.5 production environment and the ITSM 7.6.04 implementation project.
• Supporting the BMC Remedy ITSM 7.5 application modules in the production, Test QA and development environments; assisting the configuration effort for external data integration using AIE; assisting the validation of issues discovered in QA Testing; assisting in the drafting of the ITSM 7.6.04 deployment plan; assisting in the configuration and setup of the Aeroprise server with ITSM 7.6.04 servers; troubleshooting SLM issues in production environment; troubleshooting Email Engine issues in Test QA environment.
• Assisted in defining requirements for the ITSM 7.6.04 deployment plan.

Confidential, McLean, VA

Remedy Lead/Architect

Responsibilities:

• Leading a team of two Remedy Engineers; leading the effort to install, customize, configure, and deploy the BMC Remedy ITSM 7.6.04 Suite including Service Request Management, Service Level Management, Incident Management, Problem Management, Change Management, Knowledge Management, and Asset Management modules; supporting the development of module user developer guides documenting the installation, customization, configuration, and implementation of the modules; conducting briefings and demonstrations; leading requirements gathering; ensuring project timelines and project deliverables are met.
• Installed and configured BMC Remedy 7.6.04 Service Request Management, Service Level Management, Incident Management, Problem Management, Change Management, Knowledge Management, and Asset Management modules; setup AREA LDAP with Active Directory; installed Midtier web client; configured Apache Tomcat 6.0 & IIS 7 on the Windows 2008 R2 development server; installed and configured MS SQL Server 2008 R2.

Confidential, Cedar Rapids, IA

Remedy Consultant

Responsibilities:

• Worked as a Remedy Consultant on the AIT Remedy Systems team focusing on providing production support for the BMC Remedy ITSM 7.5 application modules and the Kinetic Data application - Kinetic Request 4.0.
• Supporting the BMC Remedy ITSM 7.5 application modules and the Kinetic Service Request Center (SRC) application in the production, model office and development environments; providing periodic off-hours on-call production support; configuring and customizing the Kinetic Service Request Center and the BMC Remedy ITSM Modules based on user requirements following the Confidential Information Technology SDLC process guidelines; documenting and recommending changes, enhancements, or customizations that increase stability and overall performance of the Remedy production environments.
• Assisted in troubleshooting production related issues to include resolving a Notification Engine related issue that was causing substantial email delays; assisted in creating development documentation standards for Kinetic Service Request application development; acted as Remedy Systems Team “Point” for May 2011 release activities; led the problem investigation of the Remedy log files error messages occurring on the production server and documented several recommendations based on the result of the root cause analysis; wrote several SQL queries that assisted in the data cleanup effort; led the effort to clean up the open problem investigations; facilitated the Problem Investigation portion of the Weekly Open Ticket meeting.

Confidential, San Diego, CA

Remedy Developer

Responsibilities:

• Worked as a Remedy Developer on the MCTSAA ITSM 7.6.03 deployment project supporting prime contractor Conestoga Systems focusing on the configuration of the BMC Remedy ITSM S7.6.03 Suite with minimal customizations.
• Responsibilities included:Supporting the customization, configuration, and deployment of the Atrium CMDB and the multiple Remedy 7.6.03 modules including Service Request Management, Incident Management, Change Management, Problem Management, Knowledge Management, and Asset Management; supporting the development of module user and developer guides documenting the customization, configuration, and deployment of the modules.
• Met contract deliverables that included: BMC Remedy Service Request Management, Incident Management, Problem Management, and Change Management module demonstrations.

Confidential, Auburn, WA

Principle Staff Consultant/Remedy Consultant

Responsibilities:

• Leading application development and implementation of enhancements to customized ITSM 6.X and 7.X applications; performing AR System server and client upgrades; sustaining AR System production environments, ITSM user accounts and ITSM support groups; maintaining AR System user licenses; recommending AR System hardware and software purchases.
• Provided leadership and technical guidance to businesses and governmental agencies seeking to maximize their ROI for their Remedy products.

Confidential, West Long Branch, NJ

Remedy Engineer/Administrator

Responsibilities:

• Worked as a Remedy Engineer for the JNCC-I Enterprise Operations team focusing on AR System application development and administration for the Remedy ITSM 6.3 Help Desk and Remedy ITSM 7.1. Incident Management Modules.
• Assisting in Application development and implementation of enhancements to a heavily customized Remedy 6.3 Help Desk module; performing AR System server and client upgrades; sustaining current production environment user accounts and support groups; maintaining user licensing; recommending hardware and software purchases; briefing MNF-I and JNCC-I leadership on current status of Remedy deployment throughout the Iraq theater of operation.
• Contributed to the writing of the Remedy Frago and Remedy ConOps documents; redesigned the Remedy ITSM Help Desk application interface to enhance user experience; designed a new ticket workflow process that enforces business rules for ticket submission, assignment and escalation; wrote a New Account Request submission routine and a Password Reset routine to facilitate account creation and ease of maintenance; assisted in the Remedy ITSM 7.1 Incident Management rollout throughout the ITO to include building the foundation data and customizing the Incident module based on user requirements.

Confidential, San Jose, CA

Remedy Consultant/Developer

Responsibilities:

• Worked as a Remedy AR System Consultant for the TRACE Team focusing on AR System application development for the TRACE Ticketing System.
• Assisting in gathering requirements, application development, and implementing enhancements to a Remedy 6.3 custom application; assisting in production support to include user administration and data maintenance.
• Assisted in production support to include working enhancement requests and bug issues.

Confidential, New Providence, NJ

Remedy Consultant/Developer

Responsibilities:

• Worked as a Remedy AR System Consultant for the Remedy Development Team focusing on AR System application development for the Remedy Help Desk Module.
• Assisting in gathering requirements, application development, and implementing enhancements to a heavily customized Remedy 6.3 Helpdesk and Tasking Modules; assisting in production support to include user administration and data maintenance.
• Assisted in development work enhancing the Remedy Helpdesk Module to meet requirements set forth by Confidential Management; introduced new development methodologies that have enhanced workflow performance and improved workflow maintainability; developed a Knowledge Base Application.