I am a seventeen year veteran BMC Remedy ARSystem developer who is well versed in IT Service Management ITSM custom application development and application integration. My strength lies in my ability to effectively work with my customers to translate their needs into powerful, effective applications that exceed their needs. I have experience in corporate, government and military environments and hold a secret clearance.
Responsibility includes tier three support for the US Army's enterprise instance of BMC Remedy ARSystem, ITSM Suite and supporting applications. This includes Service Desk, Change Management, Problem Management, Service Request Management and Service Level Management. Tier three support includes monitoring system and network performance troubleshooting production issues, testing and approving planned changes, patches and upgrades as well as validating all data imports.
BMC Remedy ITSM SME contractor
Responsibilities include regularly consult with the business to assess their needs, compare the expressed needs with current ITIL best practices, document and implement the changes that made good business sense. As Schwab transitions from v7.6.03 to v8.1 of the Remedy ITSM suite I served as a member of the team that evaluated existing modifications for transition to the new version. I was the ITSM team delegate to the hardware and software asset management teams who met weekly to discuss ways to improve current policy and procedures. Worked with HP to design and implement a daily integration that allowed computer systems shipped the previous day to be imported into the CMDB prior to the asset arriving on the dock. This was instrumental in reducing the number of computer systems incorrectly entered manually by field services personnel.
Service Management Engineer
Responsibilities included analysis, design, and development of new BMC Remedy applications maintenance and enhancement of the established Remedy applications, program custom integration to the database and other applications, troubleshoot client and server software problems, and maintain/upgrade client and server software. I was the sole source of development, maintenance, and support for Choice Hotel's BMC Remedy v7.1 Production and v7.6.04 development environments. This includes working with my customers to assess their needs, communicating those needs in written form, prioritizing wants vs. needs, converting the approved analysis into a workable application or modification, and providing effective user training and/or documentation. Additional responsibilities include administration and development of the IBM Tivoli Service Request Manager tool as well as training new users. As Choice transitions to an ITIL-based IT organization I had a hands-on role in the establishment of the new policies and procedures required for that transition.
Software Specialist I
Responsibilities included development maintenance of the Remedy based, Technologies Help Desk incident management system, managing special projects, and providing desktop computer support for the Help Desk personnel. Was the project lead for all EMEA Help Desk projects.
Responsibilities included providing management with current personnel reports, data analysis and coordination of the performance management process, and technical support for Tempe site. Additional responsibilities included co-facilitation of various team building activities, heading the corporate HR web site implementation project, site coordinator for the AS Distance Learning program, and administration of the VLSI tuition reimbursement program.
Responsibilities included coordinating, scheduling and facilitating all computer skills training for a site of 325 employees. Classes included introductory and advanced levels of Macintosh OS, Microsoft Office suite and the Franklin Time Management course. Additional responsibilities included coordination of all additional off-site training, one-on-one consulting with customers concerning computer skills assessment and custom course design.
Responsibilities included installation, administration, and hardware/software support for approximately 150 Intel based PCs four Novell file servers as well as second line administrator for a 200 node Macintosh network.
Senior Systems Engineer
Responsibilities included remaining proficient in the operation tactical deployment of the aircraft and its weapon systems as applicable. Was required to fly a minimum of 100 hours per year and perform annual check rides under visual and instrument flight conditions. I was certified in the OH-58 scout, UH-1 utility and AH-1 attack helicopters and held a commercial helicopter with instrument rating.
Member of the board of directors for Camp ALOMA, a Christian-based camp and retreat center. Spent 15 years as a youth counselor and facilitated a weekly high school Bible Study. Spent 6 years as a licensed deacon in the Pacific Southwest District of The Lutheran Church Missouri Synod. I have been chairman of our circuit's Mission Support Committee responsible for mission planning and church planting. As Assistant Executive Director of my previous congregation, I was jointly responsible for long-term planning and direction of the church. Sat on the Board of Lay Ministry which was responsible for budgeting, day-to-day operation, and staffing.
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