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Business Solution Architect Resume

SUMMARY:

  • Helping organizations, companies and departments get the most out of their ITSM solution. Creating processes and workflows that provide better metrics and insight into the support that IT provides to the company. I work with management to help implement best practices or to create best practices to meet your company’s needs. My goal is to help management see how the different support areas support the overall goals of the business and provide a way to measure success.

TECHNICAL SKILLS:

Expert: BMC FootPrints

Advanced: MS Office products, Windows OS, SQL Query, ITSM, CMDB, Configuration/Change Management

Intermediate: Linux, Windows Server, MySQL, MSSQL

PROFESSIONAL EXPERIENCE:

Confidential

Business Solution Architect

  • Successfully configured ITSM software to align business with its support areas.
  • Created a Service Catalog to enable users to easily find the services and products they needed.
  • Worked with stakeholders to design processes and workflows for Incident, Problem and Change Management using ITIL and best practices
  • Worked with stakeholders and management to provide metrics that assist with seeing the cost of each area of support.
  • Worked with stakeholders, management and helpdesk to manage projects from concept to production.
  • Assisted in the development and managed the deployment of self - service portal with help from a number of teams.
  • Documented and submitted change proposals as well as finalized change documents for change management.
  • Maintain Windows, IIS and Database server to ensure proper function for solution.
  • Create SQL queries and VBA macros to turn data into visual reports.
  • Manage production, development and test environments for ITSM application.
  • Troubleshoot ITSM application errors and requests.
  • Create training documentation as well as provide formal and informal training on processes, procedures and how to use the tools available more efficiently.

Confidential

ITSM Solution Manager

  • Worked with stakeholders to gather all the requirements to understand required changes to ITSM solution.
  • Installation of ITSM, Asset Manager and CMDB.
  • Create test and development environments and workflows to not corrupt production.
  • Design workflows of the service desk and service management.
  • Manage 8 application servers (2 production, 3 test and 3 development) and 3 database servers.
  • Create SQL queries and VBA macros to turn data into visually pleasing reports.
  • Create reports for service desk, asset management and configuration management, using the solution and MS Excel.
  • Create web forms to replace paper forms that generate tickets using web services
  • Worked with different teams to ensure the proper data was being gathered for Asset Management.
  • Ensured the proper sources were identified as authoritative to maintain the CMDB.
  • Trained managers to be administrators of applications and databases related to the ITSM solution.
  • Create and maintain design and build guides for ITSM solution.

Confidential

ITSM SME/FootPrints Administrator

  • Gathered all the requirements to understand required changes to ITSM solution.
  • Gathered requirements from stakeholders to assist with configurations
  • Installation of ITSM, Asset Manager and CMDB.
  • Create test and development environments to not corrupt production.
  • Design workflows of the service desk and service management.
  • Manage 8 application servers (2 production, 3 test and 3 development) and 3 database servers.
  • Create SQL queries and VBA macros to turn data into visually pleasing reports.
  • Create reports for service desk, asset management and configuration management, using the solution and MS Excel.
  • Create web forms to replace paper forms that generate tickets using web services
  • Trained managers to be administrators of applications and databases related to the ITSM solution.
  • Create and maintain design and build guides for ITSM solution .

Confidential

CMDB/ITSM/FootPrints Administrator

  • Gather requirements, configure ITSM and CMDB, Implement, Test, Document configuration and deployment, Document maintenance procedure and schedule.
  • Train users and administrators on BMC/Numara FootPrints along with best ways to manage SLA’s within the system and escalation processes.
  • Migrate from Track-IT to FootPrints.
  • Pre and post migration planning between VM and physical systems.
  • Configure workspaces for Service Desk, HR, Asset Management, Finance, Change Management, Multimedia and others.
  • Configure CMDB to manage assets and set up auto-feeds from SCCM, LanDesk, and Active Directory.
  • Configure asset relationships using SQL queries.
  • Create detailed reports via SQL queries, MS Access, Perl, PHP, HTML, and Crystal Reports.
  • Create test and development environments for quality assurance and validation.
  • Work with Windows Server 2008, SQL Server 2008 and 2005, physical and virtual machines.
  • Manage backups of servers and databases.

Confidential

Support Analyst (CMDB specialist)

  • Install of various versions of Numara Footprints software on various platforms connecting various databases engines.
  • Configure escalations, change and process management processes.
  • Instruct and trained users on specific procedures, processes and workflow within the software.
  • Configure reports and searches both within the system and directly on the database.
  • Work with Windows Server 2003/2008, SQL Server 2005/2008, Linux Fedora/CentOS, MySQL, Oracle and PERL.
  • Assist administrators with deployment best practices, deployment, pre and post installations and migrations, external reporting using PERL, PHP, HTML, MS SQL, MySQL, MS Access, Crystal Reports and others.

Confidential

System Admin/Helpdesk/Desktop Support

  • Troubleshoot software, hardware, server and network problems.
  • Set up vendor relationships for equipment purchases saving the company more than $120000 than originally projected.
  • Maintain Windows 2000/2003, MS Exchange 2000/2003 accounts, Symantec Antivirus Server and clients, BES and fileserver.
  • Create and maintained reports using MSSQL, MySQL, PERL and HTML.
  • Create and maintained images and manage rollout of new desktop, laptops and BlackBerrys to local and remote users.
  • Repair/replace systems and equipment such as but not limited to: Dell, IBM, Gateway and HP desktops, laptops and printers.
  • Migrate users from older systems to newer systems, equipment and software.
  • User admin for remote access (RSA), exchange and the domain in general.
  • BlackBerry Enterprise Server (BES) Admin and wireless device manager.
  • Maintain software and hardware inventory and transfer of equipment using Access 2003, MySQL and MSSQL 2005.
  • Procured more than 500 laptops and desktops and saved the company more than $15K on the purchase.

Confidential

Helpdesk Analyst

  • Assist international clients and executive staff with access to networks via dialup or HSIA over VPN.
  • Troubleshoot their problems pertaining to network connections including but not limited to TCP/IP, DNS settings, and basic personal home router configurations.
  • Ticket logging of all calls and tracking of all problems from start to finish via REMEDY.
  • Few tickets per day as it was a #1 priority to give preferential treatment to these users which included everyone from international sales person to CEO of the company.
  • Documenting and improving current procedures for entire helpdesk.
  • Software used but not limited to AT&T Dialer, Cisco VPN, Nortel Client, MS Office, MS Outlook, Active Directory, RSA Ace Server for SecureID, Windows 2000 and others.

Confidential

Helpdesk Analyst

  • Assist users with access to networks remotely using AT&T Dialer, Cisco VPN, HSIA and configuring their personal routers.
  • Troubleshoot problems with MS Office utilization for projects and spreadsheets, proprietary samples database software for the sales team, expense reporting software, printers, laptops and handheld computers (HP tablets and Journada’s).
  • Tools used to assist with connectivity were NWAdmi, AT& Dialer, and Cisco VPN.
  • Log all calls in REMEDY ticketing system 20 - 55 calls per day.
  • Provide Level I and II phone support.
  • Software used include but not limited to AT&T Dialer, Cisco VPN, Nortel Client, MS Office, MS Outlook, Active Directory, RSA Ace Server for SecureID Windows 2000, Windows XP and others.

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