SUMMARY:

I have more than twenty - five years of IT experience in various roles, including IT Manager, Remedy Developer, Administrator, and Engineer, IT Service Management, Crisis/Problem Management, and Change Management.

CORE CAPABILITIES:

• Understanding software lifecycle based on local business practices.
• Delivering information technology and business services that consistently meet organizational needs.
• Monitoring KPIs to determine where issues and opportunities for growth lie.
• Performing gap analysis studies when carrying out major changes and during upgrade projects.
• Extensive knowledge both developing and managing data in Incident Management, Problem Management, Knowledge Management, and Change Management modules.
• Partnering with appropriate resources to facilitate improvement across the organization.
• Able to move quickly from reactive analytics to predictive, providing more proactive insights into the governance of ITSM processes.
• Work well in both a Windows and Linux environment.
• BMC Remedy Development, Design, and Administration
• Administrering the ServiceNow system

PROFESSIONAL EXPERIENCE:

Confidential, Denver, CO

Systems Engineer

Responsibilities:

• Support Confidential ’s Remedy ITSM system over four environments and over forty Linux servers.
• Support Confidential ’s custom application over three environments and twenty Linux servers. This application was integrated with the ITSM system via a web service.
• Use SOAPUI to test and troubleshoot web services.
• Use various tools to troubleshoot system issues including:
• Remedy User Tool
• Remedy Developer Studio
• Notepad++
• SQL Developer Studio
• SPLUNK
• ServiceNow
• Putty
• SOAPUI
• Create customizations for Remedy’s Incident, Change, Problem, SRM, and CMDB modules
• Participate in design and planning meetings.
• Analyze the highly customized ITSM suite to find areas for improvement.
• Provide reports to customers on-demand using Smart Reporting.
• Participate in the development of both fundamental and advanced Remedy training.
• Perform advanced customizations on the custom built Remedy application using:
• Remedy workflow
• SQL statements
• Updates
• Select
• Insert
• Delete
• Linux processes
• Created advanced workflow to import files from the Linux server

Confidential, Aberdeen, MD

Owner/Operator

Responsibilities:

• Personal business venture selling organic goods online.
• This endeavor was created in order to bridge the gap between employers due to a slow market for Remedy employees near my location at the time.
• Built and managed a website that included an online store with merchant access using:
• HTML
• CSS
• MySQL
• Maintained an online catalog of products and services.
• Worked with shipping vendors to send products to customers.
• Migrated all products to Confidential Fullfillment Services to gain a wider buying audience.

Confidential, Woodlawn, MD

Senior IT Manager and Developer

Responsibilities:

• Provided operational support of the Center for Medicade and Medicare Services’ BMC Remedy system versions 7.5 (Windows/SQL) and 8.1 (Solaris/Oracle).
• Integrated system with Active Directory.
• Managed the upgrade project from Remedy version 7.5 to version 8.1. This included:
• Customer requirements meetings
• Gap analyses
• Task assignment
• Budget assessment and tracking
• Time management
• Data workshops
• Development
• Documentation
• Training.
• Worked on the Incident Crisis Management team helping to resolve critical issues affecting the environment as quickly as possible to ensure SLA levels.
• Created an integration with the security team which wrote tickets to the RiskVision application when Remedy tickets were entered using specific catalogs.
• Helped the organization in creating a change management process and sat on the change management board.
• Provided reports to customers and contractors on demand.
• Oversaw the development of highly complex workflow customizations.
• Oversaw and participated in the development of both fundamental and advanced Remedy training.
• Created Remedy SLAs across the entire IT organization.
• Worked with the security audit team to ensure system compliance during security audits. Resolved or mitigated all found risks.
• Trained the Service Desk in tool operations and CMS processes.
• Drafted the technical documentation for GDIT’s proposal to CMS for the ServiceNow contract. This included noting the differences and similaries between ServiceNow and Remedy. Also included was the means and methods for performing the existing Remedy functions within ServiceNow.

Confidential, Philadelphia, PA

Systems Analyst - Remedy Developer and Manager

Responsibilities:

• Team leader of the group that supported the Remedy service and its integrations with various supporting products
• Project Manager for the upgrade from version 6.3 to 7.0.
• Project Manager for the upgrade from version 7.0 to 7.1.
• Developed strong relationships with both the clients of the Remedy service and several vendors who supplied the university with support.
• Worked with ServiceNow vendors on a gap analysis when considering moving from Remedy to ServiceNow.
• Reconfigured the Remedy permissions model in order to use one Customer Company that was accessible to all operational companies. This process involved overwriting the Field 112 entries upon submit and modify. Thus, permissions were set to the desired companies without breaking the out of the box workflow.
• Organized, scheduled, and dispatched the work requested of the Remedy team, developing timelines for completion and identifying key team members, including those outside of the Remedy team.
• Trained the Information Services department in the use of Remedy during the upgrade projects. This included creating training documentation and a training guide.
• Advised divisions of IT in-process design.

Confidential, Moorestown, NJ

Process Consultant

Responsibilities:

• Advised on general IT strategy
• Assisted Helpdesk with various tasks
• Made software recommendations
• Provided IT troubleshooting workflow expertise
• Provided training to staff
• Worked with NetIQ, Citrix, SMS, and various other support products.

Confidential, Berwyn, PA

Systems Administrator and Disaster Recovery Manager

Responsibilities:

• Chaired the Disaster Recovery Steering Committee
• Coordinated a Disaster Recovery Test Schedule
• Developed Disaster Recovery Tests and Ensured Continued Compliance
• Scheduled Disaster Recovery Drills at the Sungard location
• Reserved equipment
• Managed personnel
• Coordinated schedules
• Validated processes in accordance with DR plans
• Managed the Logistics prior to and including on test days
• Administered Peregrine ServiceCenter.
• Veritas Netbackup assistant administrator
• Organization Wide Software License Manager.
• Chaired the ITSM software selection team.
• Determined the pros and cons of each identified ITSM solution.

Confidential, Horsham, PA

Remedy Administrator/Developer

Responsibilities:

• Project Manager for upgrade to Remedy version 4.5
• Developed various forms to work in conjunction with Remedy Helpdesk 4.03.
• Worked with Remedy Consultants to complete major Remedy upgrade.
• Helpdesk Supervisor.
• Handled escalations, special projects
• Ran daily production meeting for IT department.

Confidential, Philadelphia, PA

Help Desk/Technical Support and Testing Analyst

Responsibilities:

• Supported election ballot software for numerous counties throughout the country.
• Tested ballot making software and databases to ensure a high level of quality.
• Supported proprietary shipping software.
• Lead Help Desk analyst for a pharmaceutical company
• Solely supported approximately 300 users.

Confidential

Systems Administrator

Responsibilities:

• Developed and maintained communications functionality on on Confidential computers in the pre-commercial Internet era.
• This included email and file transfers over the military’s Web rather than by using file transfer functionality.
• Stood as a qualified Officer of the Deck.