TECHNICAL SKILLS

Applications: BMC Remedy ( 4.x - 19.08), OSS (TMN standard), Weblogic TBS, VRU / ACD/ CTI, DS0 DS1 Win/Metaframe, NMS / EMS, Amdocs Clarify, Nortel Clarify, Service-Now Framework

Relational Databases: Oracle 10g, Oracle RDB, MS-SQL, MySQL, CMDB, PSQL, and MS-Access. CMDB(f)

Reporting Software and Data Access Tools: CR INFO, Cognos Impromptu and PowerPlay OLAP tools, SQLNET, ODBC, ARDBC, SQL Navigator, SQL Plus, and SQL, BIRT, Smart Reporting, Yellowfin

PROFESSIONAL EXPERIENCE

Confidential

Senior BSM REMEDY DEVELOPER

Responsibilities:

• Development of custom applications to support ITIL and ITAM processes within Remedy platform.
• Upgrade and migration of BMC Remedy from 8.1 then to BMC Remedy 9.104
• Implementation and Upgrade of Smart IT and Smart Reporting in the Remedy 9.104 and 19.08 environment
• Creation of custom BMC Analytics and Business Objects reports, custom Yellowfin dashboards
• In Crystal Reports 14.0 performed various task in support of the Confidential ’s “OneStop” Reporting.
• Developed, designed, and implemented Remedy custom Asset Management, Help Desk, and Change Management interfaces, migrating from legacy systems to Remedy
• Worked on Remedy upgrade and ITSM to 19.08
• Performed various task in support of CMDB implementation and transition from HP Asset Center and ITAM
• Created and managed various Pentaho ETL processes.
• Daily support of issues escalated from the Admin support team.
• Custom build of BIRT Reports and adaptive manipulation of Web Reports using BIRT for Remedy interface
• Converted and recreated all previous BIRT and Crystal reports to Yellowfin for Smart Reporting.

Confidential

SERVICENOW DEVELOPER

Responsibilities:

• Custom creation of integrated process from Legacy Remedy to Service Now Platform.
• Configure OOTB modules, exposing and implementing API’s, created workflows and patterns for both web service provider and web service consumers.
• Provided custom reports utilizing analytics reports and Crystal Enterprise
• Developed solutions on the Remedy Helix / ServiceNow platform, including the creation and customization of the core applications.
• Created detailed instruction manuals, custom manuals, and Process manuals for integrated Service
• Administered ServiceNow instance including the group and user maintenance, ACL, UI Actions, Catalog Items, Script Business Rules, Script Includes.
• Developed Remedy workflows for legacy BMC Products including Incident, Problem, Change, and Asset management in 9.104 Environment

Confidential

DASHBOARD AND ANALYTICS ARCHITECT

Responsibilities:

• Provided workshops for the add on products Dashboards and Analytics in Remedy 8.0 environment.
• Provided workshops for the add on products for the BMC Mobility product
• Modification of all OOTB Analytics reports including consumption of Crystal Reports
• Created detailed instruction manuals, customization manuals, and Process manuals for Confidential user community
• Customized Dashboards and Consoles including interactive reporting of CMDB configuration items through BMC Analytics
• Configuration of various dashboards for separate support group functionality.
• Documentation of each Build and Activation Plan for On-Demand environment changes based on the adoption workshop and changing business requirements.

Confidential

PROCESS DEVELOPER for ANALYTICS

Responsibilities:

• Modification of all OOTB Analytics reports including consumption of Crystal Reports
• Created detailed instruction manuals, customization manuals, and Process manuals for MN.IT user community
• Scheduling of all reports to be sent out automatically via email and private and public distribution folders.
• Configuration of various dashboards for separate support group functionality.
• Daily use of various API calls, to customize complicated workflows, CGI programs for Web interfaces.

Confidential

DASHBOARD AND ANALYTICS DEVELOPER

Responsibilities:

• Modification of all OOTB Analytics reports including consumption of Crystal Reports
• Created detailed instruction manuals, customization manuals, and Process manuals for Confidential user community
• Scheduling of all Analytics reports to be sent out automatically via email and private and public distribution folders.
• Configuration of various dashboards for separate support group functionality.
• Developed business processes in the following: Provisioning, Networks Migration, Trouble Ticketing, Network Inventory, Network Surveillance and Fault Management
• Performed ETL into Oracle Data Warehouse using Informatica Mappings including transformations Aggregator, Joiner, Lookup (Connected & unconnected), Filter, Update Strategy, Stored Procedure, Router, Expression, SQL and Sorter.

Confidential, Tampa, Florida

LEAD REMEDY COORDINATOR

Responsibilities:

• Provided transitional analysis from 7.6.04 to Remedy 8.0 in an On-Demand environment 7.6.04 ITSM suite. Including providing on-site training of each application to adhere to ITIL principals
• Created detailed instruction manuals, customization manuals, and Process manuals for Confidential .
• Developed and provided end users training on the BMC Remedy ITSM, Demand and Resource Management, ADDM, and BBNA applications.
• Lead Process discussions, and Knowledge Transfer discussions for all integration components including BPPM integration and CMDB integrations.
• Developed milestones, acceptance criteria, and implementation strategies, for Syniverse University

Confidential, Miami, Florida

Sr. BMC PRODUCT ENGINEER

Responsibilities:

• Full life cycle implementation and installation of entire OOTB 7.6.04 ITSM suite. Including providing on-site training of each application to adhere to ITIL principals
• Developed customization to address OOTB gaps in Change Management Application to include:
• Mandatory field requirements and error checking, Group Assignment from SRM, Risk questions and calculations
• Created detailed instruction manuals, customization manuals, and Process manuals for user community
• Owned the process and creation of ITSM Management suite configuration and customizations for 8 global regional centers within Confidential .
• Created SRM templates including SRD, PDT mappings also AOT mappings, for Change and Incident Interface.
• Lead Process discussions, and Knowledge Transfer discussions for all integration components including BPPM integration and CMDB integrations.

Confidential

ITSM PROCESS COORDINATOR

Responsibilities:

• Primary Developer for all integrations within ITSM 7.6.04 including custom development.
• Developed detail Project Gap analysis and Project Projections in order to meet all of the milestones for delivery of ITSM environment.
• Developed and delivered all training manuals for each of the ITSM components.
• Created Project plans that outline the time lines required to complete project delivery including all training for both on-site and on-line.
• Lead foundation data workshops including the determination of ITIL recommended path for Group configuration, Change and Incident configuration, and module Categorization.
• Lead the MRO conversion to Remedy implementation team .
• Created detailed IBRSD documentation that outlines auto creation of tickets from MOM and various other inputs
• Managed Project Timelines and deliverables for Change, Incident, and Knowledge Management.
• Oversaw BMC implementation and documentation in order to deliver a more client centric application of the Change Management and Incident Management modules.

Confidential

Sr. REMEDY ARCHITECT

Responsibilities:

• Developed Corporate Strategy for promotion of custom Remedy environment to BSM standards.
• Created and Developed T Rowe Price University training plan for implementing ITIL v3 training within the organization Integrated Remedy RKM 7.5 with 9 custom Remedy applications utilizing Web services.
• Created separate functionality for web user, standalone RKM user and internal Remedy user by changing and creating new java scripts, and web service methods within the RKM framework.
• Developed from scratch a Team Console which acts much like an Overview Console displaying the entire scope of the open request assigned to a user.
• Created extensive ITIL, BMC and RKM documentation including Assessment docs, Technical docs, Implementation docs, Turnover docs, and Use Case scenarios.