SUMMARY

• BMC Certified Accredited Administrator: BMC Confidential IT Service Management 8.0
• Crystal Reports Certified Consultant
• BMC Accredited Administrator: BMC Confidential ARS System 8.0
• Confidential Analytics
• BMC Certified Administrator: BMC Confidential ARS System 7.6.04
• Confidential Service Request Management - SRM
• Confidential ITSM Developer
• ITIL 2.x and ITIL 3.x trained
• Confidential Certified Admin

PROFESSIONAL EXPERIENCE

Confidential Senior Application Engineer

Confidential, West Des Moines, IA

Responsibilities:

• Confidential -Maintaining and configure BMC Confidential applications (ITSM, SRM, and custom ARS coding)
• Confidential -Support Confidential ITSM in all operational capacities to maintain uptime.
• Confidential -Customize BMC Confidential applications.
• Confidential -Implement integrations with BMC Confidential applications via web services.
• Confidential -Troubleshoot and support BMC Confidential based applications and systems.
• Confidential -Draft technical installation, configuration and customization specification documents.
• Confidential -Conduct requirements gathering workshops.
• Confidential -Communicate strategies and best practices for product implementation.
• Confidential -Design custom and/or product-based solutions based on BMC Confidential applications.
• Confidential -Draft proposals and statements or work for solutions.
• Confidential -Estimate level of effort to design or deploy products or solutions.
• Confidential -Respond to customer requests for product or solution information.
• Confidential -Demonstrate BMC Confidential products to customers.
• Confidential -Analyze and design programs for simple to medium complexity business problems according to user specifications and assist in developing detail program specifications.
• Confidential -Excellent partnering, communication, and negotiation skills so as to interact effectively with business customers and technology development and support groups
• Confidential -Accept requirements for new Service Catalog items to be designed and routed to proper fulfillment groups.
• Confidential -Troubleshoot ticketing issues.
• Confidential -design and create new Service Catalog items as requested.
• Confidential -conduct requirements gathering sessions to insure accurate requirements.
• Confidential -Conducted “Change Advisory Board” (CAB) meetings to validate changes to the ITSM application.
• Confidential -Performed day-to-day activities involving new groups, altering users, resetting passwords and other daily admin functions.

Confidential, Houston, TX

Responsibilities:

• Confidential development managing over 22,000 SEATS.
• Hosted planning meetings and teleconferences with all space centers to define requirements of new Confidential workflow.
• Provided documentation of requirements and produced Visio graphs to support processes. Documentation and graphs were required for every enhancement made to the CRM application.
• Resided a Change Management committee to review Change Requests (CR’s) to determine if a good fit for the various clients..
• Utilizing ARS 4.5.2 for production and testing and migration to Confidential 5.1.
• Delivered Crystal Reports to NASA and Lockheed Martin staff; version 8.5.
• Developed Confidential workflow and enhancements on Asset Management system for all network, phone, and hardware equipment.
• Integrated Symbol Palm Devices for support techs, warehouse techs, and Asset group.

Confidential Consultant -

Confidential, Bellevue, WA.

Responsibilities:

• Confidential development for two major clients; Office of Administrative Courts (OAC) in Olympia, WA. and AT&T Wireless in Bothell, WA. In addition to 100% travel, projects required:
• Requirements gathering for OAC requiring Statement of Work and Proof of Concept documentation as well as project planning and coordination.
• Developed courseware and conducted Crystal 8.5 classes to OAC.
• Performed Data Analysis for AT&T.
• Designed custom Confidential applications to work in conjunction with the main Confidential Helpdesk application with SQL and Oracle databases.
• Customized workflow for CRM deployment - such as active links, filters, escalations, ARWeb, and macros - in creation of eRequest product for AT&T Wireless.
• Resided on Change Management committee to prioritize changes.
• Crystal Enterprise 8.5 implementation/configuration against BAAN ERP system.

CRM Confidential Developer Consultant

Houston, TX.

Responsibilities:

• Managed a project that required the development of six applications using ARS 4.5.1 to eliminate existing paper flow processes and make accessible via ARWeb.
• Each application will be utilized by all NASA & Confidential Space centers around the U.S. Utilized full software life-cycle philosophies. Roles of position included:
• Project management and Confidential development
• Project documentation, such as Statement of Work and Customer Requirements.
• Requirements gathering and needs assessments.
• Filtered data from SMS database into Confidential database.
• Conducted of new applications and acted as Technical to non-technical liaison.

Technical Manager & CRM Confidential Developer

Confidential, Houston, TX.

Responsibilities:

• Designed network infrastructures 12 for clients across Texas, Oklahoma, Arizona.
• Managed Confidential installation projects for Lennox Air conditioning in Dallas, Broadband Now in Dallas, SABRE & SITA in Dallas, and Samsung in Austin.
• Developed customized workflow AR server to meet the needs of clients that included active links, filters, escalations, and security in the developed workflow.
• Installed and configured Distributed Server Option (DSO) for two clients.
• Data filtered from Asset Outlook into Confidential Asset management.
• Configured three OLAP servers and one Info 7 server for Crystal reports scheduling.
• Confidential development for Sales Continuum 2.0, Helpdesk 4.0, Asset Management 4.0, and AR-Server 4.0 and AR-Server 4.5.1 and ARWeb/ Confidential Web.
• Performed pre-sales demonstrations, developed STW and Proof of Concept documents.
• Windows 2000 Professional and Windows 2000 Advanced Server config.

Seagate Info/Crystal Reports Consultant

Confidential, Houston, TX.

Responsibilities:

• Dedicated to implementing and configuring report servers, Info servers, and Web Servers to generate custom reports using Crystal 7, Crystal 8, and Seagate Info 7. Other roles and responsibilities included:
• Interact with clients on project implementation and rollouts.
• Server deployment of Seagate Info for Harris county HIV services, Enron, Shell, Waste Management, Continental Airlines, and seven State of Texas agencies.
• Conducted pre-sales for Harris County.
• Developed “Customer Requirements” documents and “Change Requests” as project matured.
• Installed and configured OLAP and Info 7 servers.