SUMMARY:

• Over 30 years of experience in technical project management and software development. Confidential has assisted such organizations in planning and managing the deployment of the BMC/Remedy ITSM suite of applications.
• Experienced in helping Federal Government Agencies in consolidating IT Operations on an enterprise level, Confidential is frequently called upon to assist large organizations in maturing their Change Management, Incident Management, Asset Management, and Service Request Management operations.
• 30 years of experience in planning, managing and developing large enterprise systems and shrink - wrapped software applications.
• 18 years Remedy ARS Development and an active participant in local, federal, and national Remedy User Groups.
• Founder of IT startups, employee of established Software Development companies, and an active IT consultant.
• Several years of DBA experience with Oracle and SQL server Databases.

PROFESSIONAL EXPERIENCE:

Principal IT Consultant

Confidential, Washington, DC

Responsibilities:

• I offer expertise, information, contacts, management and tools that the client cannot provide themselves. I typically face strict deadlines to meet the expectations of the client. I am normally a senior member of the consulting team or a lead consultant on client projects.
• I am normally responsible for leading the team during client projects. I am also responsible for the analysis, design, scheduling, construction and delivery of solutions to meet client expectations. I am often the main contact between the client and consulting firm and oversee the day-to-day operations of the project until completion.
• My duties include managing and mentoring the team of consultants assigned to the project; executing and completing assigned projects within the time, scope and budget negotiated with the client; evaluating existing systems and procedures and making recommendations for improvement; designing prototypes and proof of concepts that best fit the client’s needs; and ensuring client satisfaction until the project is complete.

Confidential

Responsibilities:

• As a member of a team performed operational support and enhancement development for the Confidential LAN Technology Support Office in a BMC/Remedy ITSM 9.1 environment.

Confidential

Responsibilities:

• Overall responsible for the requirements gathering, design, development, testing, and deployment of a service catalog definition to request an addition to the organization’s Approved Products List.

Confidential

Responsibilities:

• As part of a team provided for an upgrade from BMC/Remedy ITSM 7.6.04 to BMC/Remedy ITSM 9.1.
• Performed gap analysis between the existing ITSM system and the future v9.1 ITSM system to determine necessary future customizations.
• Developed Data Migration plan to the future Remedy release.

Confidential

Responsibilities:

• Followed the BMC/Infrastructure Architecture for 800 concurrent users and deployed MobileReach Mobility, Kinetic Service Request Management, Service Level Management, Incident Management, Problem Management, Knowledge Management, Change Management, Incident Management, and Atrium Discovery/Dependency Mapping.

Confidential

Responsibilities:

• Published a 42 page roadmap identifying key projects with defined deliverables.
• Published a Microsoft Project Schedule for the defined deliverables.
• Developed a Project Plan and Implementation Plan to evolve the Product Catalog towards a model that was both compliant with the Confidential Project Catalog and the SAIC Asset Management team’s future needs.

Confidential

Responsibilities:

• Assisted the in-house staff on a limited scope, short term project to put their Confidential ITSM v7.6.04 implementation project back on schedule.
• Assisted with the gathering and population of Foundation Data ( Confidential Remedy ITSM Suite of Applications Configuration).
• Identified key configuration items for their Atrium CMDB configuration/implementation.
• Reviewed gathered requirements and determined whether to customize or configure the ITSM suite to fulfill the requirements.
• Advised existing staff on best practices regarding Confidential Remedy AR System & Development.
• Acted as a Remedy ITSM SME in guiding the project back to a workable project schedule.
• Developed a data dictionary of ITSM data sources for use by the Confidential reporting team.

Confidential

Responsibilities:

• As a BMC/Remedy ITSM 7.6.04 Architect developed the overall architecture of an IT Service Management infrastructure including Service Level Management, Service Request Management, Knowledge Management, Incident Management, Change Management, and Problem Management.
• Worked with System’s Architects to develop an MS SQL Server/ Windows 7 based server architecture in a virtual environment.
• Designed BOXI based reporting infrastructure.
• This Architecture was the basis for a Technical Proposal for a Department Of Justice IT Services Contract.

Confidential

Responsibilities:

• Supported the Cyber Integrated Services Cloud Computing Solution Development by providing Remedy ARS/ITSM expertise in Remedy Development, Remedy ITSM, and ITIL processes.
• As a member of the Customer Experience Action Team ( Confidential ) aligned business processes with Harris Corporate Policy, ITIL standards, and the Remedy IT Service Management toolset.
• Confidential produced a portfolio of business processes for the nascent cloud offering to follow, once operational.
• Acted as a Liaison between the Remedy Solution Provider, the customer, the support staff, and database teams during the Service Strategy, Service Design, Service Transition and Service Operation phases of the project

Confidential

Responsibilities:

• Supported the Field Data Collection Automation project, assisting operations management with the implementation of Remedy ITSM 7.x across 494 local census offices, 12 Regional offices, headquarters and vendor sites.
• Led the Application Administration Team, a team dedicated to the operational aspects of Remedy ITSM.
• This team maintained the knowledge database, foundation data, licenses, reporting infrastructure, application configuration, and performed all application administration for a Remedy ITSM solution used by 2300 support staff, in 509 different locations, supporting over 150,000 Census workers, handling approximately 36,000 incidents per month.
• Acted as a Liaison between the Remedy Solution Provider, the customer, the support staff, and database teams during the Service Strategy, Service Design, Service Transition and Service Operation phases of the project.
• Developed technical and operational documentation for use by over 150,000 Census workers during the Address Canvassing Operation, and by over 2100 IT Field Staff in support of that operation.
• Established a knowledge database of 694 knowledge articles specific to the Decennial Census.
• Acted as a Knowledge Management Subject Matter Expert, giving tutorials and overviews for several Census departments.
• Gave briefings to the Project Management Office, composing managerial accounting reports for the ITSM aspects of the Census operation.

Confidential

Responsibilities:

• Installed and configured the Remedy ITSM v7.x suite of products.
• Coordinated with DOL agencies through the Office of the Secretary.
• Installed server software, configured servers, configured foundation data, imported CMDB data, and performed all Remedy related tasks for an out of the box Remedy ITSM solution for the organization.

Confidential

Responsibilities:

• Assisted with the merger of several modes into a consolidated ITIL compliant service desk for the Office of the Secretary.
• Work included hands on implementation of Remedy software, training of management and technicians, and the day to day administration of Helpdesk, Change Management, Asset Management and Service Level Agreements.

Confidential

Responsibilities:

• Assisted with the merger of BAE NA and Digital Net, guiding management with consolidation of the several departmental IT infrastructures.
• Consolidated existing help desks into a single Remedy HD 5.5.1 ARS 6.00.00 service desk infrastructure.

Confidential

Responsibilities:

• Consolidated existing help desks and asset inventory systems into a single Remedy ITSM 5.5 based system.
• Worked with senior management in reorganizing the Division of Information Resource Management’s existing infrastructure into an enterprise wide, fully integrated, service, change, and asset management organization.

Confidential

Responsibilities:

• Consolidated multiple DC government IT staffs on a single Remedy Helpdesk 5.01 based system.
• Deployed, configured, and maintained Remedy Help Desk, Remedy Change Management, and Remedy Asset Management Applications.

Confidential

Responsibilities:

• Developed an ARS based application to manage Network Services Assets and Customer Profiles.
• The application is used to track customer information, installation of network devices, relationships between customers and devices, relationships between circuits and routers, costs, and billing information.

Confidential, Washington, DC

Responsibilities:

• Audited, maintained and enhanced two existing systems.
• Work on both projects included reverse engineering the systems to determine how they work, adding internal documentation to ease future maintenance costs, developing test plans, adding forms and ARS workflow, creating Crystal based reports, altering configuration to increase throughput, reviewing and augmenting external SQL interfaces, and rewriting ARS workflow for better optimization.

Confidential, Cupertino, CA

Responsibilities:

• Joined Counterpane as employee #10 and helped the company grow to 112 employees in 11/2000.
• Created SOCRATES 1.0 an information storage and retrieval system used to catalog network security related events, company information and network intelligence information for the recording, diagnosis and tracking of network intrusion activity.
• Formed and led the operations development group comprised of a technical writer, a QA Coordinator, two Developers and myself.

Confidential

Responsibilities:

• Through my earlier 12 year career as a C/C++ software development manager, project leader, and lead developer, I worked on a number of Confidential projects.