Senior IT Manager - Remedy Resume - Hire IT People

SUMMARY:

An effective leader with a proven track record of both team and individual success.
Detail - oriented and able to prioritize and delegate tasks, utilizing and enhancing the individual team members’ skillsets.

PROFESSIONAL EXPERIENCE:

Confidential

Senior IT Manager - Remedy

Responsibilities:

Manage a team of four highly skilled administrators and developers.
Provide operational support of the Remedy system for the Centers for Medicare and Medicaid Services.
Set standards to ensure high quality documentation processes.
Developed strong relationships with both the primary contractor and the customer.
Built verification test plans to ensure maximum system availability.
Provide reports to both customers and contractors on demand.
Reconfigured the Remedy SRM system in order to use the module to its full potential.
Review reports on a daily basis to ensure the highest quality of service.
Oversee the development of highly complex workflow customizations.
Create timekeeping reports shared with the primary contractor and accounting.
Oversaw and participated in the development of both fundamental and advanced Remedy training.
Well-versed in advanced Remedy customizations.
Worked with the security audit team to ensure system compliance. Mitigated or resolved all found risks.

Confidential

Systems Analyst - Remedy Developer and Manager

Responsibilities:

Team leader for the upgrades from Remedy 6.3 to 7.1 and then from 7.1 to version 8.0.
Team leader of the group that supports the Remedy service and its integrations with various supporting products
Brought about new documentation and quality control measures to a previous system that was virtually undocumented and uncontrolled.
Developed strong relationships with both the clients of the Remedy service and several vendors who supplied the university with support.
Developed verification test plans for use with patch verification and disaster recovery drills.
Integrated Remedy with various products including BMC Event Manager and Zeke (job scheduling system).
Created numerous "Web Intake" forms where students and staff could create their own Remedy tickets without a license and which contained required fields necessary for the target support group to diagnose the problem.
Reconfigured the Remedy permissions model in order to use one Customer Company that was accessible to all operational companies.
Created websites where students and staff could easily track the tickets they submitted.
Led and developed projects that included heavy customization.
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.
Co-Trained the entire Information Services department in the use of Remedy during the upgrade project. This included creating training documentation and a training guide.
Advised divisions of IT in process design.
Well-versed in advanced Remedy customizations and often think outside the box in order to maintain the integrity of the out of the box software - thus limiting upgrade obstacles.

Confidential

Computer 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

Systems Administrator and Disaster Recovery Manager

Responsibilities:

Chaired the Disaster Recovery Steering Committee
Coordinated a Disaster Recovery Test Schedule
Developed and 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 to DR plans
Managed the Logistics prior to and including on test days
Administered Peregrine ServiceCenter.
Built Servers and Workstations to MLHS specifications
Installed various enterprise applications on servers
Veritas Netbackup assistant administrator
Maintained all Microsoft Licensing issues
Outlined plan to move from ServiceCenter to Remedy version 5. (this was negated by outsourcing proposal).
Left MLHS due to outsourcing.

Confidential

Remedy Administrator

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.
Integrated Remedy with HP Openview Operations
Integrated Remedy with Telalert paging system
Helpdesk Supervisor. Handled escalations, special projects, and ran daily production meeting for IT department.
Promoted from junior Helpdesk technician to Lead Helpdesk Analyst to Remedy Administrator/Helpdesk Supervisor with emphasis on Remedy Administration.

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