BMC Remedy Skills

• Experienced professional, skilled in Remedy installation, configuration, customization, development and deployment. Specific expertise in versions 5.x-8.x Remedy AR System, Service Desk, Change Management, Asset Management, Service Request Management, business process improvement, requirements analysis, testing, systems engineering /architecture web services. I have recently implemented several Version 8.1 ITSM Suite installations and customization projects as well as developing custom AR System applications.
• Very familiar with ARSystems 7.x 8.1
• 25 years IT experience
• 15 years Remedy software development and implementation
• I provide expertise in the following areas:

Remedy Specific

• Training All aspects of Training and Documentation to include the development of training materials for clients such as Web Based Training, User Guides, Administrator Guides, Quick Reference Guides, Presentation Materials PowerPoint Presentations, Viewlets, Flash Videos Captivate, Camtasia Qarbon , Student Handouts Student Guides.
• Training Environments Informal classroom settings leveraging written and/or collaborative training materials and technology driven delivery methods WebEx, Citrix, DCO
• Development Design, Development/Customizations and Implementation
• QA/Testing Develop Test Plans, Perform QA/Testing
• BMC Remedy ITSM v7. 0, 1, 5, 6, 8, 8.1, 8.2 Project Experience

Confidential

Working within the Federal Practice to manage, design, configure, train, deploy and implement various aspects of Remedy and the ITSM suite 7.x 8.1.

Confidential

Upgrade BIMA Biometric Information Management Administration ITSM Suite 7.6.04 to meet the specific needs of BIMA's customers. Special emphasis placed on configuring Change Management to work within the currently accepted framework.

Confidential

Upgrade Navy Global Distance Support to Service Request Management utilizing a combination of Out of the Box and Customized solutions to meet the specific needs of customers past, present and future. Migrating data from multiple distributed networks to a consolidated enterprise solution that includes leveraging the CMDB, Asset, Change, Incident, Problem, Service Request Management and Release Management modules of the Remedy ITSM suite.

Confidential

Upgrade and migrate customized system from ARSystem 6.3 to ARSystem 7.6.04 ensuring the change is seamless and does not interrupt the everyday operations of the business units that are impacted.

Confidential

IT Scientist/Change Manager

Development of Configuration Management processes related to design, development, implementation deployment of USAF network infrastructure. Change Manager engaged in support activities for the 26 NOS as related to AFNET Increment 1. Special attention paid to process improvement and design elements. Leveraged Remedy ITSM Suite 7.1 to successfully integrate Asset, Incident and Change management CM in the Follow On Effort as contracted. Moved assets from flat files and other databases into the ARSystem. Accounting for spares, critical spares and other hardware/software during auditing and the configuration management life cycle. Developed delivered end user training in Operations to utilize the modules correctly in order to gather useful metrics. Worked on the development of the Allocated Baseline and the auditing processes that are used to maintain it.

The following work was contracted to Rapid Technologies in 2010:

Wrote the Change Management user manual against the Remedy ITSM Suite 7.6 included updating older information and adding in all the changes that have occurred in the newer system. Also wrote an Asset Management user manual against the Remedy ITSM Suite 7.6 included updating older information and adding in all the changes that have occurred in the newer system. This also required using the purchasing/receiving consoles. The ROI console and the new SAM console.

Confidential

Remedy Developer/Administrator/Architect/Trainer

Installation, Configuration, Development of Training, Administration, Documentation Testing, Deployment of ARSystem 7.5 and the 7.5 ITSM Suite. Including Remedy Knowledge Management, Service Level Agreements Service Request Management. The City of Charlotte has specified Regular City Employees have access to the Requester Console via the MidTier. Surveys have been defined and configured for utilization with each completed transaction. This deployment is consistent with the BMC recommendation of no more than 5-10 customizations. This includes forms, workflow customizations based on business needs.

Confidential

Remedy Developer/Administrator/Architect

Developed integrations between custom Legacy ARSystem components used in the daily operations of USAF current versions of Remedy the components of the ITSM suite. This included a custom Notification suite, Ticket Tracking suite, Tasking suite other related Reporting Strategies. Architecture required a CVI Virtual Machine environment that mimicked future deployment strategies that will become aligned with broader scope projects. The ITSM suite installed integrated includes Incident, Change, Asset, Problem Service Level Management. Acceptance Testing and Certification by Government Proctors of the entire suite integrations of Legacy components were key requirements to the successful completion of the project.

Confidential

Remedy Analysis/Trainer

Developed technical training materials for Service Request Management. Utilized primarily MS PowerPoint and Word, Adobe Acrobat. Manual was designed as a high level user guide during transition from a previous product to Remedy. Includes an Overview of SRM, End User Guide and Support/Back Office Fulfillment manuals. Detailed understanding of how SRM integrates to INC/CHG/SLM is necessary in order to convey how all of the associations among the applications impact one another. SRM is a powerful tool in the ITSM toolbox that BMC Remedy has presented to the community in order to fulfill the ITIL functionality of Service Desk Performance.

Confidential

Remedy Analysis/Trainer

Developed technical training materials for Service Desk, Problem Management, Asset Management, Change Management Service Request Management. Utilized primarily MS PowerPoint and Adobe Captivate. Classes included overviews for the end users and hands on courses for support personnel. Interoperability among the applications is taken into account during the design of these courses. ARSystem 6.3 with ITSM 7.x is currently being utilized in the enterprise, which needed to be taken into account during the course development. Upgrading to ARSystem 7.1 is in progress.

Confidential

Remedy Analysis/Trainer

Developed Built Web based technical training programs for Service Level Management the Requester Console using Adobe Captivate. Classes included overviews for the end users and hands on courses for support personnel. Understanding SLA's SLM's with their relationship to the ITSM suite is important in order to convey to the customer the How Why of he processes involved.

Confidential

Remedy Developer/Administrator/Architect

• Upgraded Remedy ARSystem from 5.1 to 7.0.01, ITSM 5.1 to 7.0 with customizations for email approvals in Change Management. The process consisted of analyzing the current environment creating a roadmap that would lead to the successful implementation of ARSystem 7.x, Incident, Problem Change Management using archiving, custom applications and not straying too far from being Out of the Box. Archiving consisted of active inactive forms that were used to house previous tickets from the Service Desk. There was no workflow associated with the inactive archives and only minimally on the active archive. After a ticket was completed, it was moved from the active to inactive archive. The active archive was specifically for housing unfinished business. Since this is a publicly traded company they are subject to SOX audits among many others. Therefore archiving was a top priority.
• In order to implement Problem Change Management there had to be a migration of data from previously used systems. This was done using data entry from Spreadsheets and also utilizing the Remedy Import tool.
• Change Management required an email notification system that allowed the recipients to approve or reject change requests via a PDA. Utilizing customization and the email engine this was made possible and allowed an approval to be moved through the rest of the process as it was designed. All of the above work was in a Solaris OS utilizing Oracle 10g as the database.

Confidential

Remedy Trainer/Developer

Implementation of ITSM 7.x with PeopleSoft integration. Created training documents User Guides. Built staging forms associated workflow to house data and analyze/compare the new and existing data in order to keep records accurate.

Confidential

Remedy Analysis/Developer

Started implementation of data source gathering for the CMDB utilizing EIE, Link for Oracle Link for SQL. Requirements gathering from the stake holders and performed duties as a Member of Staff. Primary responsibility was to gather requirements and implement the initial database connections between different Oracle, SQL and flat files via the different tools into the CMDB.

Confidential

Remedy Trainer/Developer

Created WBT User Guides for ITSM 7.x Asset Management. Utilized Captivate to walk users through the Asset Management console. Logging in, general navigation, purchase and receiving console navigation. User guides were built using MS Word and Adobe Acrobat. PowerPoint was also used to display he manuals to a larger audience.

The following jobs were performed as a W-2 employee of Advanced Integrated Solutions:

Confidential

Remedy Analysis/Trainer

• Most recently - Data gathering and reporting in order to get them ready to upgrade to ARSystem 7.x, reporting concentrated on data mapping, user abilities with the new tools that ARSystem 7.x would reveal to them. Collected all data and definitions to enable upgrade to ARSystem 7.x
• Previously - Document existing production environment install a test/ development server to mimic the current system. Test/Dev was Solaris 9 with Oracle 10g. Email Engine was utilized, but no other API's, plugins or 3rd party tools were integrated. Documented, recorded exported data and definitions to prepare the system for a potential upgrade. All of the above work was in a Solaris OS utilizing Oracle 10g as the database.

Confidential

Remedy Developer

Implement changes in the Remedy ITSM suite on an adhoc basis. Allergan is controlled by various government entities in that anything that is changed in any part of an approved environment must go through a very rigorous test and QA process before any implementation is allowed. This included development on an isolated server. Testing on a QA server. Verification by utilization and documentation approved documentation , signatures from all stakeholders for authorization. Maintained tight control over the development deployment of all request due to the government regulated environment. Any change needed to also be documented in the form/workflow object and was subject to the complete change cycle in order to gain approval. Some changes were small from a development perspective, but the lifecycle of the change was arduous, but very necessary. All of the above work was in a Solaris OS utilizing Oracle 10g as the database.

Confidential

Remedy Developer/Administrator

Defined configured the Remedy Change Management module to better meet the performance needs of the various departments. Aligned all elements of the change system more closely with the Help desk Asset tools. Change Management was redesigned to work more closely with the existing business units in order to reflect the real world working environments. Changes to CTI, Assets, custom mini modules for asset tracking, email notifications and such were completely evaluated for consistency and adherence to the needs of the enterprise. Changes were made only after all stake holders agreed to the specific changes. All of the above work was in a Solaris OS utilizing Oracle 10g as the database.