SUMMARY:

A results - oriented, detailed and versatile professional with over 25 years comprehensive Information Technology experience. Skills include Software Engineering, System Analysis, Database Design, Database Implementation, System Integration, Web Application, Development Project Lead, Project Planning and Coordination. Also, a versatile ITSM applications developer with solid understanding of administering, maintaining and customizing HP ServiceCenter, HP Service Manager, BMC Remedy and ServiceNow.

TECHNICAL SKILLS:

IT Service Management Applications: ServiceNow

BMC Remedy: HP Service Manager

HP Connect: IT, HP ServiceCenter

Databases: MySQL, MS Access, SQL Server, Oracle

Languages/SDK/API: Objective C, C++,C,PHP,JavaScript,Visual Basic,HTML,SQL, XML,BMC Remedy API,JSON,Parse, SOAP, Ajax

Internet/Intranet Servers/Operating Systems: Mac OS 10, Unix HP/AIX/Sun, Microsoft IIS iOS, Windows Servers, Red Hat/Ubuntu, Apache

PROFESSIONAL EXPERIENCE:

Confidential, Akron, OH

Service Manager System Architect

Responsibilities:

• Implemented over 300 Service Request Catalog (SRC) Service and Support items.
• Partner with Project Manager to re-test and revise Catalog Items during End User QA testing. This collaboration significantly increases productivity and reduced release defects.
• HPSM Out-0f-Box (OOB) Approval workflow required all approvers to deny a Request for complete rejection. Modified OOB approval workflow utilizing JavaScript and Process Records to implemented Single Approver denial.
• Created HTML format notification content and enhanced existing HTML format notifications.
• Implemented JavaScript management of Request Approval notification recipients. Provide functionality that sends Approval Related Notifications to Approvers and their designated Delegates.
• Investigated and resolved reported Service Request Catalog Issue.
• Developed Oracle Queries to document catalog components. Oracle query results exported to Excel for distribution to Catalog items owners.
• Configured and modified out of box SRC connectors based on business requirements.
• Provide functionality that allows user to designate a line item to send information via a notification to parent quote requester.

Confidential, Columbus, OH

ServiceCenter/Service Manager Consultant

Responsibilities:

• Migrated tailored workflow based on customer’s business rules from ServiceCenter 6.2 implementation to Service Manager 9.3 Proof of Concept server.
• Successfully converted 200+ work requests from emails or one-off applications to ServiceCenter / Service Manager request module.
• Conversion of requests resulted in leadership being able to determine workloads and predict demand.
• Implemented Run Metrics Portfolio Process Team’s Service Measurement Process (SMP) as a fully integrated Service Center module utilizing Document Engine and JavaScript. Also added SMP requests to request module automating management of Run Metric Portfolios.
• Integrated Application Portfolio Run Book that allows application owners to maintain operational and assignment group information on their applications for use by request tickets automatic routing engine.
• Added routing engine to out-of-box request module. Auto routing engine can assign a task to a user or group based on pre-defined business rules.
• Replaced RAD language parameter validation with more robust and versatile JavaScript validation.
• Developed custom JavaScript code to consume SMS web services.
• Built JavaScript regular expression library that verifies input parameters formatting, values and ranges.
• Out of Box requests require all subcategories belonging to a category to have the same number of phases. Requiring all subcategories to have the same number of phases, made grouping of similar requests that did not require the same steps for fulfillment very difficult and time-consuming. Designed and implemented workflow that combine the functionality of the standard phase / steps records with virtual phases. This tailored workflow allowed grouping common requests under the same Category.

Confidential, Columbus, OH

System Analyst/Senior Programmer

Responsibilities:

• Implemented Employee Self Service. Confidential is an online web / intranet portal that allows Confidential employees and agents to order IT services.
• Coding customization to out-of-box workflow in support of Confidential ServiceCenter 6.2 re-implementation for Service Management, Incident Management, Problem Management, Change Management, Request Management and Configuration Management modules.
• Subject Matter Expert, providing guidance in ServiceCenter customization development best practices to Confidential in-house ServiceCenter developers. Assigned specific coding tasks to development team members.
• Established and managed development schedules.
• Lead upgrade requirements workshops. Provided guidance on ServiceCenter functionality and technical specifications to process teams for planning of an upgrade from ServiceCenter 5.1 to ServiceCenter 6.2 during requirements workshops.
• Wrote code that performed integrations to external vendors’ Electronic Data Interfaces such as Connect-IT.
• Developed release prototypes and prepared Functional Design, Technical Design and Implementation Plans for customization releases.
• Insured all development activity was in Compliance with Confidential Software Development Life Cycle Methodology.

Confidential, Charlotte, NC

System Analyst/Senior Programmer

Responsibilities:

• Wrote customization code to Peregrine out-of-box workflow to support Wachovia Incident Management, Problem Resolution, Change and Inventory Management processes.
• Wrote BMC Remedy C++ API based that interface alarm output from Automated Teller Machines (ATM) network monitor with First Union - Wachovia CAPTURE problem management application.
• Wrote BMC Remedy C++ API interface that automatically forwards hardware problem dispatches from First Union - Wachovia CAPTURE problem management application to Getronics via TCP/IP connection.
• Lead Major and Minor BMC Remedy and ServiceCenter customization development release teams of up to six members. Assigned specific coding tasks to development team members. Established and managed development schedules.
• Lead Confidential projects of external applications and tools such as NetCool, NetExpert, and LDAP to Wachovia Problem, Inventory, Change and Call Tracking Application (PICCT).
• Wrote external vendors’ Electronic Data Interfaces for BMC Remedy and ServiceCenter Integration.
• Developed release prototypes and prepared Functional Design, Technical Design and Implementation Plans for customization releases.
• Insured all development activity was in Compliance with Wachovia Software Development Life Cycle Methodology.
• Conducted diagnosis of issues referred from tier 2 support personnel. Documented solution. Determine level-of-efforts to perform production fixes.

Confidential, Tullahoma, TN

Program Manager

Responsibilities:

• Managed technical planning, technological development and implementation strategies, marketing, customer relations, and personnel management for SIM&S.
• Designed the SIM&S data migration tools suite and led development team in implementing the data migration tools suite.

Confidential, Hendersonville, TN

Senior System Analyst

Responsibilities:

• Developed major software modules for the NORTEL (Northern Telecom) GLOBAL Customer Satisfaction database.
• Developed and implemented reporting template functionality in 4th Dimension that reduces report preparation time by 50%.
• Maintained and enhanced the Tennessee Pharmacists Association membership database.
• Designed and implemented a revenue reconciliation application.