BMC Remedy Trainer/Migration Support Resume

PROFESSIONAL EXPERIENCE:

Confidential

BMC Remedy Trainer/Migration Support

Responsibilities:

Provided training of personnel, testing, migration and implementation of BMC Remedy ITSM V 7.6 for DOIMs across the country.
Instructed small classes, each consisting of up to 25 civilian and military personnel, training up to 100 persons per week, on Change, Incident and Asset Management.
Provided over - the-shoulder training.
Drafted and edited technical and educational documentation (TTPs, instructor guides, lesson plans and PowerPoint presentations) centered on designing, building, maintaining and utilizing the Remedy ITSM servers and clients.
Set up, configured, and managed DCO (Defense Connect Online) based training sessions for remote NEC, RCC, Brigade, and command personnel.
Maintained an advanced understanding of both IT industry and Confidential guidelines, processes, practices and procedures, including Service Level Agreement (SLA); Service Level Management processes; Techniques, Tactics, and Procedures (TTP) development; and knowledge of IT Infrastructure Library (ITIL).

Systems Analyst

Confidential, Arlington, VA

Responsibilities:

Carried out the full range of systems analysis, administration, and operations functions required in sustaining mission critical secure organizational messaging systems and infrastructure via Defense Messaging System (DMS), providing 24/7/365 customer service support for facilities in the National Capitol region and beyond
Managed, monitored, secured and sustained the Confidential NIPRnet, SIPRnet, TIPRnet, Multi-Function Interpreter (MFI), Mail List Agent (MLA), Electronic Communications Gateway System (ECGS), RARITAN, Tembria Server Monitor, Microsoft Office and Automated Message Handling System (AMHS)
Maintained Master Station Log (MSL)
Managed trouble tickets utilizing the Incident Management application of BMC Remedy 7.6 IT AR Service Management
Assisted customers via Help Desk to resolve technical to include password reset, unlocking accounts and resolving technical issues that are preventing messages from transmitting/being received

Configuration Management Specialist

Confidential, Herndon, VA

Responsibilities:

Regulated the change process so that only approved and validated changes are incorporated into product documents and related software
Responsible for configuration change control. Tracked all problems and changes in product documents and reports changes and current configuration
Relied on pre-established guidelines to ensure designs are created in accordance with existing standards
Utilized Microsoft Visio, PEMS, CAESAR, OCD, Atrium CMDB and a Cable Database

Telecommunications Provisioning Specialist / Network Billing Systems Analyst

Confidential, Fort Belvoir, VA

Responsibilities:

Provisioned telecommunication services and equipment for Department of Defense customers utilizing the Confidential DDOE system
Monitored circuits through activation process, kept customers informed of status, gave follow-up assistance
Verified and maintained the billing system to ensure accurate billing of telecommunications network usage
Saved government customer over half million dollars in FY09 by discovering errors in requests initiated by other associates
Created and maintained orderly file system of hard copies of billing invoices for Confidential and IRIDIUM satellite communication services
Utilized Confidential Direct and the Confidential 's TCOSS to access current and historical circuit action data to manage circuits