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Technical Consultant Resume

PROFESSIONAL EXPERIENCE:

Confidential

Technical Consultant

Responsibilities:

  • System Admin trained
  • Implement the Confidential platform to customers

Confidential

Enterprise Configuration Manager/ Remedy Program Manager

Responsibilities:

  • Subject Matter Expert for Information Technology Service Management Suite for the IT department
  • BMC Remedy tool configuration
  • Designed system for both SOX and PCI compliance
  • Built Remedy system inside Cloud environment
  • ADDM implementation and configuration
  • CMDB configuration with all gaming applications and systems dependencies mapped
  • Within BMC tool built relationships between Change Management, Configuration Management, Incident Management, and Problem Management
  • System to all IT and end users
  • Managed budget for all ITSM
  • Managed staff of 3 onsite and 9 offshore employees

Confidential

Change Management / Configuration / Quality Assurance Manager / Support Center Manager

Responsibilities:

  • Subject Matter Expert for Information Technology Service Management Suite for the IT department
  • Configured relationships between Change Management, Configuration Management, Incident Management, and Problem Management
  • Created Change Management, Quality Assurance, and Configuration groups and process within IT
  • SOX compliance expert
  • Developed process to take Service Desk from 48% First Call Resolution to 97.5% FCR within 8 months
  • Developed growth plans for staff to grow their own professional careers
  • Managed staff of 4 managers and 30 staff
  • Managed Vendor relations
  • Budget management for all ITSM, Service desk and QA departments
  • PCI compliance experience
  • BMC Service Desk Express tool configuration
  • ADDM implementation and configuration
  • Managed and ensured all Configuration, QA, and CM processes are documented and followed for all IT staff
  • Trained all IT and end users
  • Developed asset management process
  • Migrated 3700 people from Lotus Notes to MS Outlook

Confidential

Change Management Manager

Responsibilities:

  • BMC Remedy 7.0 configuration
  • BMC Atrium CMDB Configuration
  • Aligned Configuration Management, Problem Management, Incident Management and Change Management to the business and departmental needs
  • Created change management report, chaired and conducted Change Advisory Board Meetings, and had final approval for all changes
  • Enforce, track, and control to support SOX and Audit requirements by monitoring change activity pre and post implementation
  • Conduct change management
  • Written and verbal communication with all IT Personnel including Group VP, VP, Directors, and Managers
  • SOX and PCI compliance expert for my area
  • Managed staff of 10
  • Trained all IT staff
  • Budget management for all areas of ITSM

Confidential

Senior Computer Operator Specialist

Responsibilities:

  • Maintained a configuration database that had all hardware, software and contracts for Confidential and Confidential
  • Installed all new machines and hardware along with running all cables for new machines and existing systems
  • Responsible for all hardware vendor relations and was the final approval for all changes
  • Project manager for the move project from Confidential to Confidential this included construction and build out of new data center

Confidential

Hardware service specialist

Systems used: BMC Remedy, Mainframes, UNISYS, AS400, UNIX (HP and SUN), NT servers, Networking, Banyan servers, XEROX printers

Responsibilities:

  • BMC Remedy configuration
  • Problem management, Change Management, Customer service, and Configuration Manager
  • Managed Vendor Relations
  • Created and maintained a configuration database that had all hardware, software, and contracts for over 1200 machines
  • Installed all new machines and hardware along with running all cables for new machines and existing systems
  • Working in a fast paced environment, reported all issues to customers, and created documentation for the department.
  • Adapting to a constantly changing environment and completing all assigned projects on or before deadlines
  • Multi - tasking by downloading and monitoring data of many different systems at one time
  • Managed a staff of 4
  • Budget management for all areas of IT operations

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