SUMMARY:

• Confidential has over fifteen years of experience in designing, managing, and developing in Confidential 's Remedy application suite. He has been a key player in several major design and implementation efforts, developing home grown Remedy applications for major cable and telecommunication companies. Confidential has excellent communication skills and is immediately available to interview.

TECHNICAL SKILLS:

Software/Languages: Confidential 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, Confidential, and IBM

Operating Systems/Servers: Sun Solaris, Windows NT/95/98/2000/XP, Linux, HP UX, IBM AIX, Apache Web Server, Microsoft IIS, Remedy ARS, Tomcat, Veritas

Specialties: ITIL, Confidential Remedy, Customer Management, ITAM, RUP,, Development of Service Level Agreements, Confidential ITSM, inter departmental liaison for technical project implementation

PROFESSIONAL EXPERIENCE:

Confidential Remedy Consultant/ Developer/Administrator

Confidential

Responsibilities:

• Developed and administered Confidential Remedy systems.
• Worked on several projects implementing Confidential Remedy 7.6 -8.x solutions including CMDB population and implementation of ITSM modules.
• Performed Custom Remedy Development in Confidential Remedy 7.6.

Senior Business Systems Integrator

Confidential

Responsibilities:

• Developed, supported and maintained Confidential Remedy CSS, ITSM and custom Remedy ARS 6.x to 7.x applications in a Sun/Oracle 10g environment.
• Troubleshot and followed-up of reported bugs, gathering and documenting business requirements.
• Built and designed application enhancementsincluding forms, menus, fields and workflow to meet business requirements in a multi server group environment.
• Responsible for QA & UAT prior to production implementation.
• Performed report creation, generation and maintenance.
• Integrated Customer Support Systems with BusinessProcesses and Systems.
• Maintain documentation required for ongoing Remedy ARS support. Manage and lead a team on all aspects of the Confidential Remedy systems functionality, support, upgrades, licensing, modifications and availability.

Senior Confidential Remedy Consultant

Confidential

Responsibilities:

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

Senior Remedy Consultant

Confidential

Responsibilities:

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

Senior Remedy Consultant

Confidential

Responsibilities:

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

Senior Remedy Consultant

Confidential

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.

Senior Remedy Developer

Confidential

Responsibilities:

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

Project Manager

Confidential

Responsibilities:

• Performed Project Manager functions as they relate to software and hardware implementation in the IP Data Center.
• Managed multiple internal customer and vendor relationships.
• Performed Project planning, documentation, budget analysis, and product presentations.
• Assisted 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.

Lead Business Analyst

Confidential

Responsibilities:

• Developed and implemented Peregrine and Remedy workflow within the specific systems.
• Tasked with analyzing systems and resources to determine workflows, human processes, skills matrices and analysis, in order to streamline the activities and staffing of the Enterprise IT Technology Store.
• Analyzed Confidential Remedy Asset Center and its integration with other enterprise systems including SMS, PeopleSoft, Remedy, Web interfaces, Lotus Notes and various network tools.
• Performed 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 use of applications to achieve “Best Practices” goals.

Lead Remedy Developer

Confidential

Responsibilities:

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

Senior Business Analyst / Developer

Confidential

Responsibilities:

• Acted as Lead Developer and System Architect with 7 direct consulting reports for high profile enterprise application designed to interface customer support systems with billing platforms and SNMP based network discovery tool sets.
• Performed analysis of current business practices as they relate to the High Speed Data Call Centers. Designed and coded solutions in Remedy ARS 5.0 to streamline processes and minimize Average Handling Time for Customer and Technical Support personnel.
• Responsible for 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.