SUMMARY:

• 15+ years IT experience
• Expert ITIL process design and implementation methodologies
• Design, develop and implement Service Management solutions
• Expert Service Desk design, architecture and implementation experience
• In - depth CMDB design, architecture and implementation experience
• Technical knowledge of specific technologies/languages used by CA such as spel, Javascript, htmpl forms
• Expert in Business Objects and Service Desk / CMDB data models

TECHNICAL SKILLS:

• Operating Systems
• Database Products
• VMWare
• Network
• Server Configuration/Maintenance
• IT Security
• Disaster Recovery
• IT Operations
• CMDB
• ITIL Best Practices CA Service Desk Manager
• CA CMDB
• CA CCA (Cohesion)
• CA APM CA Service Catalog
• BOXI
• Knowledge Tools CA EEM
• CA PAM

PROFESSIONAL EXPERIENCE:

Sr Systems Engineer

Confidential, Tampa, FL

• Re - Implementation of existing CMDB
• Deployment, configuration, and maintenance of CA Configuration Automation application
• Extract, validate, and cleanse of Configuration Item (CI) data
• Custom blueprints for software/hardware components in order to perform Change Detection on IT Infrastructure
• Manage CA Service Desk configuration in accordance to rules and processes
• Provide training on Configuration and Change management policies/procedures
• Monitor and support of CA Service Desk, CCA/CMDB, and HP ALM / AGM platforms along with respective integrations
• Perform process gap analysis, recommendations, definitions, and facilitation through industry best practices
• Provide support and technical leadership around several SDLC utilities
• Configure, enhance, integrate existing and new implementations of IT Ops stacks including Blueprint System, Tosca TestSuite, HP Systinet, HP Fortify

Outsourcing CA Administrator / Business Analyst - Remote / Onsite

• Implementation of new tenant functionality and new modifications to CA Service Desk as required
• Liaise with business users to ensure technical needs are addressed
• Deployment, data migration, and maintenance of multi-tenanted Knowledge Tools
• Provide on-call after hours support as required for business critical systems
• Customize and maintain CA Service Desk multi-tenancy configuration in accordance to agreed SLAs
• Continually work to improve performance and reliability of CA application suite
• Primary contact for day-to-day maintenance of CA Service Desk, CMDB, and BOXI solutions
• Automation of new and existing processes
• Development of application integration with other ITSM tools landscape

Confidential

Architect / Sr. Consultant - Remote / Onsite

• CA Service Desk Manager, CA CMDB, CA CCA and BOXI Architecture, Design,Implementation and Consulting
• Extensive experience with Service Desk upgrades, migrations, and data loading/transfer
• Extensive experience with Knowledge Tools and data migration for knowledge tools
• Extensive experience with Service Desk clustering
• Configured, customized and integrated solutions using CA Technologies like CA Service Desk Manager, CA CMDB, CA CCA (Cohesion), CA PAM, CA Service Catalog, CA Server Automation, Business Objects, Knowledge tools, amongst others
• Large, customized reporting solutions using Business Objects reports for multiple clients
• Detailed knowledge of all configuration and customization techniques for Service Desk including Javascript, htmpl editing, database triggers, SPEL code, Web Services

Confidential

Command Centre IT Analyst

• Management and monitoring of backend banking applications, operations, and process flows in both AIX and Windows environments.
• Network administration, traffic, and intrusion detection monitoring.
• Ongoing evaluation and improvements to monitoring tools and processes, including programming.
• Implement, customize, and administer end-to-end Enterprise IT Management platform using CA Business Service tools.
• Develop integration and automation of ITIL processes in order to achieve superior service management.
• Ability to recognize trends and patterns in monitored phenomena and foresee future problems.
• Design, implemented database design solutions, and maintained production databases using MS-SQL 2005.
• Generate wide range of reporting for end users.
• Proactive troubleshooting for system issues.
• Performance analysis.
• Responsible for administration of CA Service Desk r11.2
• Implement and manage integration of CA Service Desk tickets to different monitoring tools.
• Responsible for CA Workflow methodologies and implementation.
• Provide daily, weekly and monthly key data statistics and reports as required.
• Management of escalation processes to ensure efficient, timely, high quality support is provided in response to system issues.
• Understand and perform business impact analysis for actual and potential issues.
• Provide efficient, high quality technical support services to ensure timely response to queries, resolution of problems, and reporting/escalation of user issues.
• Evaluate and prepare FAQs and technical notes for the knowledge base.
• Documentation of processes, procedures, and policies.
• Handle other duties as assigned by IT Management

Confidential

Systems Administrator/IT Support

• Perform system administration of Windows 2003 based network and provide IT support for both intranet and extranet environments.
• Administer AIX environment, Cisco routers, application servers, network printers, label printers, POS terminals and Pocket PCs.
• Provide end-user direct support for domain’s workstations, notebooks, ERP S/W, POS registers, and remote nodes.
• Build, maintain, troubleshoot, and perform fault tolerance on Wintel servers and RAID arrays.
• Train users on new software/software upgrades.
• Create maintenance scripts and schedule support tasks for all workstations, registers and handheld devices.
• Perform backups and restore procedures.
• Design and implement custom labels.
• Monitor inventory movement and related reporting, tracking and documenting.
• Develop POS data reporting as per business requirements.
• Serve as liaison to various vendors, consultants, and clients in support of AIX system, CICS, line printers, and POS terminals.
• Document system support literature, internal manuals of procedures and applications’ settings.
• Analyze, define and perform data management and exchange between different systems.
• Ensure required software, hardware and network standards are being met throughout the organization.

Confidential, New York, NY

Systems Administrator/Technical Support

• Perform all levels of administration and technical support of an Enterprise Resource Planning (ERP) package implementation running on UNIX/Informix configuration, including manufacturing, inventory control, financials, customer service, and Electronic Data Interchange (EDI).
• Research, analyze and determine the causes of system problems. Ensure that appropriate follow-up takes place so long-term solutions are implemented.
• Create proactive procedures for problem preventions and resolutions, interfacing with software developers, analyzing issues, and designing solutions.
• Outstanding team leadership skills exemplified through supervision, tasks assignments, and follow-up on quality of product.
• Provide superior product service, including hardware and software systems (spool file management, print servers, Cleo modems, Informix engine management).
• Compose and assess documentation, appraising users and administrators of vital information.
• Administer and maintain different UNIX environments (AIX, HP-UX), system space, database space, connectivity, user permissions, backup routines, cron jobs, and shell scripting.
• Review supportability of new systems/upgrades planned for production and make recommendations for improvement.
• Participate in client projects at inception, testing and integration activities.
• Create troubleshooting and information gathering guidelines for each client installation.
• Understand Customer Service Level Agreement and monitor outstanding client issues.
• Implement schedule optimization to meet complex requirements of clients’ customized environments.
• Query Informix RDBMS in order to solve client issues and aid their business process understanding.