SUMMARY:

To be a part of an organization that will allow me to exercise the technical expertise in the fields of ITIL Support, Software Engineering, and Systems Administration, Security and Manageability, which I have acquired

TECHNICAL PROFICIENCIES:

Platforms: UNIX (Solaris, HP - UX, AIX), Linux (Ubuntu, RedHat, Fedora, etc), Microsoft Windows Mac OS X, AS400, VMWare, Microsoft Hyper-V

Tools: ServiceNow IT Service Management, ServiceNow IT Operations Management, ServiceNow IT Business Management, ServiceNow Service Portal, ServiceNow Performance Analytics, ServiceNow Service Catalog, HP OpenView Suites, BMC Atrium CMDB, BMC Patrol, BMC Cloud Lifecycle management, BMC Remedy Service Management Suite, Microsoft System Center Configuration Manager, Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook, Microsoft Project), Microsoft OneNote, Microsoft Publisher), Veritas, Windows Management Instrumentation (WMI), Microsoft Visual Studio, Microsoft Team Foundation Services, Microsoft SharePoint, Microsoft InfoPath, Microsoft Designer, Load balancer configuration, BMC Patrol, BMC ProactiveNet Performance Management (BPPM)

IDE: Microsoft Visual Studio, ActiveState Komodo, Java NetBeans IDE, EMACS, Eclipse, Git, GitHub

Database: Microsoft SQL Server, MySQL, Oracle, PL/SQL, JDBC, ODBC

Languages: C, C++, C#, CSS, Java, JavaScript, JScript, J2EE, JDBC, JSP, HTML, Perl, PHP, Python, Ruby, Tcl, UNIX Shell Scripting, VB, VBScript, XML/XSLT, .NET Framework, Windows Batch, SOAP, REST, UDDI, WSDL, MS PowerShell

Security: McAfee Host Intrusion Protection, McAfee ePolicy Orchestrator, McAfee VirusScan (AntiSpyware), Norton Firewall, IBM TIM/TAM, LDAP. Arcsight

Web: Apache HTTPD, Microsoft Internet Information Services (IIS), Apache Tomcat, JBOSS, Microsoft SharePoint, IBM WebSphere

PROFESSIONAL EXPERIENCE:

Confidential, Orlando, FL

Sr. CMDB Developer

Responsibilities:

• Administer, manage, and carry out all aspects of the configuration management processes to ensure the accuracy of the CMDB
• Designs, supports and manages interfaces to data fed tools, defining and coordinating CI relationships, monitoring data integrity and ensuring alignment with integrated ITSM processes.
• Deploying core functionality in an out of box BMC Remedy ITSM system as they relate to the CMDB
• Install the system on multiple server platforms and databases
• Performing an analysis of client processes
• Documenting and developing workflows for system functionality and customization
• Perform and manage all activities and task related to the Remedy Atrium CMDB, BMC Helix, BMC Remedy ITSM

Confidential, Tampa, FL

Application Administrator Contractor

Responsibilities:

• Developed integrated batch application processes utilizing REST web services
• Modify a third - party application, via coding or configuration, and perform initial testing to ensure the requirements gathered for implementation/enhancement are met
• Follow release management processes to promote modifications of Papyrus to production environments.
• Respond to emergency issues that arise with the Papyrus, resolving the problem, determining the root cause of the issue and implementing preventative measures to keep the issue from reoccurring
• Coordinate activities with Network, Server and DBA groups to make necessary modifications to meet the requirements.
• Develop and document Standard Operating Procedures for each Papyrus
• Plan and participate in disaster recovery activities to ensure continued availability of the supported third-party application.
• Monitor servers where third-party applications are hosted for errors and usage capacity.
• Work with the vendor of the assigned third-party application to ensure adherence to best practices and policies to ensure optimum performance and stability of the application.
• Developed advanced SQL queries to generate daily reports in PL/SQL consumed by Business Analysts

Sr. ServiceNow Application Developer

Confidential

Responsibilities:

• Create and manage scripts and workflow using JavaScript, Python, Perl, Unix Shell, Powershell
• Develop Business Rules, Script Includes, UI Actions, Scheduled Jobs - all scripted aspects of the ServiceNow system
• Responsible for the technical specification and implementation of all ServiceNow integrations
• Provide expertise on all technical questions related to development on of ServiceNow
• Develops the technical solutions, drive implementation and perform the component integration tests
• Development for various relational DBs (such as MS SQL, MySQL, Oracle) to extend the ServiceNow schema to custom applications
• Developed custom integrations into ServiceNow platform with BMC Patrol, Microsoft SCCM, Microsoft SCOM, and other monitoring systems

Confidential, Orlando, FL

Sr. Technical Support Engineer

Responsibilities:

• Responsible for managing and resolving challenging issues for ServiceNow partners and customers
• Mentored junior team members in the various technologies, such as AJAX, Javascript, CSS, HTML, XHTML, XML JSON,, etc
• Developed scripts/queries/etc and integrated with various relational databases such as MySQL, Oracle
• Solved complex networking and system administration issues using SSH, SNMP, Powershell, various UNIX/Linux shell scripting, and WMI
• Experience working with Wireshark, Fiddler, Splunk, Nagios, and traceroute to troubleshoot end to end web/cloud functions, performance, and issues
• Integrated and troubleshot various 3rd party solutions and monitoring tools with the ServiceNow platform, such as Microsoft SCCM, BMC Remedy/ADDM/Patrol/ProactiveNet, HP Openview, etc
• Developed, integrated, tested WebServices, both SOAP and REST, using SoapUI, cURL, and vREST

Confidential, Houston, TX

Lead Technical Support Engineer

Responsibilities:

• Created and implemented technical documentation and knowledge base articles for advance troubleshooting of various software/hardware/networking technologies
• Lead the team as BMC Atrium CMDB, ITSM, MyIT, Smart Reporting, Asset management SME
• Only SME for BMC Atrium Web Services, BMC Atrium SSO, Remedy SSO
• Knowledge of the creation of certificate authorities, self-signed, highly encrypted certs using OpenSSL, Java Keytool, etc. Utilizing various authentication methods, such as LDAP, SAML, CAC, etc
• Installed, configured, and integrated various applications with webservers such as Appache HTTPD, Apache Tomcat, JBOSS, Microsoft IIS,
• Provided guidance, documentation, procedures to customers regarding architecture, deployment, and maintenance of the BMC Remedy Suite of products
• Worked closely with customers on complex Windows and Linux/Unix system-level problems as well as application layer issues and network communications
• Ensured customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support
• Built, developed, maintained appropriate test environments to match customer’s environments in order to replicate complex issues to provide reliable resolutions
• Knowledge of application/web servers such as WebSphere, Apache Tomcat, Apache HTTPD, (REST/SOAP)
• Knowledge of RDBMS software such as Oracle, MySQL, MS SQL Server (also utilizing ODBC/JDBC)
• Developed complex highly available, load balanced system architecture, per customers request
• Developed custom integrations with various BMC Products with 3rd Party tools, such as BMC Patrol, BMC ProactiveNet Performance Management (BPPM)

Senior Consultant

Confidential

Responsibilities:

• Implement, customize, and configure various BMC products, such as BMC Cloud Lifecycle Management, BMC IT Service Management Suite, etc
• Integrated many 3rd party solutions, such as ServiceNow, HP OpenView, with the BMC suite of products
• Developed, implemented customizations to meet customer’s requires, such custom workflow, scripts, documentation
• Integrate BMC products to each other and third-party applications
• Accountable to client for achieving specific outcomes by delivering services as directed by the project manager and technical lead
• Knowledge of the business of IT operations, Business Service Management and foundational level of IT Infrastructure Library (ITIL). Apply these skills and knowledge to improve the operational effectiveness of efficiency of the IT environment
• Architected, designed, and deployed Web applications and services using .NET Framework, C#,

Confidential, Chicago, IL

Sr. BMC Remedy Software Engineer

Responsibilities:

• Designed architecture, developed manageability standards and policies, as well as implemented into production while adhering to the Service Oriented Architecture (SOA) principles
• Designed architecture and implemented into production manageability tools such as BMC Remedy Suite of Products (BMC Atrium CMDB, ITSM, AM, IM, Service Desk Express), BMC Service Assurance, BMC Portal, BMC Performance Manager, HP Openview, Microsoft Operations Manager (MOM), System Center Operations Manager (SCCM), Systems Management Server (SMS), while adhering to the Service Oriented Architecture (SOA) principles
• Designed, implemented, and deployed Service Models via BMC Service Impact Manager.
• Designed, implemented, and deployed custom CIs via the BMC Atrium CMDB to support ITs Assets.
• Designed, implemented, and deployed custom metrics and analytics via BMC ProactiveNet.
• Managed users utilizing LDAP for BMC Portal.
• Converted from IBM Tivoli to BMC Service Impact Manager. Transitioned from HP Openview to BMC Service Impact Manager, BMC Portal, BMC Atrium CMDB, BMC Performance Manager, BMC ProactiveNet.
• Created and implemented organizational Business Continuity and Disaster Recovery plans.
• Worked closely with BMC support staff to determine best methods for installation, deployment, and maintenance of the various BMC products used.
• Designed a highly-available 3 Tier manageability infrastructure, utilizing the various BMC products for optimum performance and availability.

Confidential, Folsom, CA

Security Software Engineer

Responsibilities:

• Implemented manageability programs using ITIL Foundation model.
• Designed application and web services for an enterprise security and manageability solutions.
• Designed architecture, developed security standards and policies, as well as implemented into production security tools such as McAfee ePolicy Orchestrator, McAfee HIPS, McAfee VirusScan, CA HIPS, and Arcsight while adhering to the Service Oriented Architecture (SOA) principles
• Reduced on-call support calls 100% by developing a web application and web service that automatically detected security threats, malware, and other issues and created trouble tickets. This capability was developed utilizing C++, Java, ASP .NET, SOAP, CSS, and XML.
• Created and implemented organizational Business Continuity and Disaster Recovery plans.
• Utilized Microsoft Project track and manage projects
• Utilized Windows SharePoint Services and Microsoft Office SharePoint Server to host various security project, product, and metrics tracking websites.

Applications / Software Developer

Confidential

Responsibilities:

• Track record of increasing responsibility in enterprise systems manageability design, systems analysis and development, and full lifecycle project management. Also, demonstrated leadership in the roles of product management and vendor management.
• Utilized Microsoft Visual Studio, Microsoft Team Foundation Service, CVS for source code control and collaboration across development environments.
• Architected, designed, and deployed Web applications and services using .NET Framework, C#, HTML, Java, and XML. Utilized Object-Oriented Design (OOD) to deliver solutions.
• Designed, developed, maintained web service and web application for Oracle 9i and 10g using Apache Web Server, Tomcat/JBoss application server, Java, XML, and SOAP.
• Designed architecture and implemented into production manageability tools such as BMC Remedy Suite of Products, BMC Service Impact Manager, BMC Portal, Microsoft Operations Manager (MOM), System Center Operations Manager (SCCM), Systems Management Server (SMS), while adhering to the Service Oriented Architecture (SOA) principles
• Outstanding leadership abilities; coordinate and direct all phases of project-based efforts while managing, motivating, and leading project teams. Ensured each project lead adhered to the Capability Maturity Model Integration (CMMI) model.

Product Engineer / Systems Administrator

Confidential

Responsibilities:

• Built mission critical, scalable, highly available applications, utilizing Perl, Tcl/Tk, Java and C# that detected, reported, and self-healed client / server availability issues.
• Built development labs, setting up the network, landing the hardware, installed VMWare, installed OS (Windows Server 2000, 2003, 2008, Linux, HP-UX, AIX, XP, Vista, Win7 RC) for use for the developers on our team. Managed and maintained these systems via OS Hotfixes, patches, upgrades.
• Designed, implemented Active Directory, Domain Name System (DNS), Group Policy Objects (GPO) for the network infrastructure
• Performed problem determination and resolution for database, application, network, and infrastructure related problems. Provided 24x7 on-call support.
• Configured and tested software products and trained staff in operational and support practices. Teamed with key staff to implement policies and procedures globally.
• Managed systems enterprise wide on various platforms such as UNIX (Linux, HP-UX, Solaris, and AIX) as well as Windows client/server platforms (Server: 2000-2008, Client 98, XP, Vista)
• Hands-on experience leading all stages of systems manageability development efforts, including requirements definition, design, architecture, fabrication, testing, implementation, maintenance, and disposal. Delivered solutions following the Full Software Development Life Cycle (SDLC) / (FLC) / SILC
• Utilized various Backup/Recovery tools, such as Veritas Netbackup, to backup mission critical systems enterprise-wide
• Obtained, tested, certified, and deployed OS patches, HW patches, and various application patches.