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Vice President Resume

New York New, YorK

SUMMARY:

To obtain a challenging position that will utilize my knowledge of Business and IT Service Management, while leveraging web development and programming experience garnered from over fifteen years in the IT industry.

TECHNICAL SKILLS:

  • Windows XP, 7, 2000, 2003
  • UNIX
  • AIX
  • Linux
  • BMC Remedy ARS 5.x 9.x
  • BMC ITSM Suite 5.x 9.x
  • Remedy Mid
  • Atrium CMDB 1. 9.x xMatters Enterprise 4.x
  • PERL
  • SQL
  • JAVA, Servlets, JSP
  • HTML
  • Python
  • Shell Scripting
  • Sybase
  • Oracle
  • MS SQL
  • Java Web Server
  • Apache
  • Apache Tomcat

PROFESSIONAL EXPERIENCE:

Confidential, New York, New York

Vice President

Responsibilities:

  • Responsible for the analysis, design, engineering, development, and implementation of technology initiatives within the bank's IT Service Management toolset built on BMC Remedy.
  • Liaise with business areas, externalized resources, and senior management to ensure all initiatives support business strategies and goals.
  • Key contributor in effort to migrate 500+ service request offerings to the MyIT portal to streamline bank’s self - service initiative.
  • As subject matter expert and a lead developer for the Incident and Problem Management modules was instrumental in the development and integration of a custom mobile application to facilitate the Service Desk’s digital transformation.

Confidential, Kenilworth, New Jersey

Associate Director - Service Management

Responsibilities:

  • Technical team lead responsible for establishing the architecture and technological road map for the platform.
  • Accountable for defining support strategy, acceptable levels of utilization and managing levels of support needed for optimal operation of the Service Management platform built on BMC Remedy.
  • As team lead oversaw and coordinated gap and enhancement development efforts for version upgrade from 7.6.04 to 8.1.
  • Lead the development and integration of an in-house mobile application that integrated with the Change Management module and the Approval Engine to enable users to approve tasks from their mobile device.

Confidential, Hightstown, New Jersey

Remedy Admin

Responsibilities:

  • Accountable for ensuring continuity of the BMC Remedy, HP DDM and xMatters platforms by providing the planning, technical leadership, and project coordination necessary to implement enhancements and resolve technical problems.

Confidential, Hightstown, New Jersey

Senior Technical Analyst

Responsibilities:

  • Provide L2/L3 support for the Remedy, DDM and xMatters platforms.
  • Develop technical design and implementation plan for enhancements.
  • Build Remedy workflow objects to fulfill requirements.
  • Responsible for maintaining four Remedy application environments and associated integrations for Action Request Server 7.5 and ITSM Suite 7.6.
  • Intimate knowledge of the Service Desk, Change, Service Request, Asset and CMDB modules of BMC’s ITSM Suite.
  • Perform operational and admistrative duties to respond to user issues for access, bug reports and data configuration.
  • Apply patches and migrate code for Dev/QA/Prod/DR environments.
  • Maintain technical and functional documentation of the platform.
  • Administrate and maintain xMatters Enterprise Alert System, and ensure seamless integration with Remedy ITSM Service Desk and Change Management modules.
  • Administrate and maintain the HP UCMDB/DDM application to ensure successful discovery of server and network infrastructure.
  • Architect and implement plan to integrate discovered HP UCMDB/DDM data into Atrium CMDB class structure.

Confidential, New York, New York

Senior Remedy Consultant

Responsibilities:

  • Performed installation, configuration, customization and integration of BMC Remedy AR System and ITSM 7.x applications for Fortune 1000 customers on a variety of platforms.
  • Developed workflow and process to successfully migrate 500,000 records of legacy ITSM 5.6 asset and component data to Asset Management 7.0 and CMDB 2.1. Process included migrating related cost, requisition, purchase order, contract and asset-to-asset relationship data.
  • Architected several automated processes to populate ITSM 7.x people, location, support group and company information from sources such as LDAP, PeopleSoft and customized HR data stores.
  • Successfully rolled out a global implementation consisting of the Incident and Problem Management modules. Implementation was based on all BMC Remedy supported language packs, Unicode enabled Oracle database and Remedy Mid-Tier client interface.
  • Developed integration between BMC Remedy version 7.0 and client’s Integration Hub utilizing the Remedy Java API and Java Web Services API. The integration allowed communication and synchronization between remote Atrium CMDB instances.
  • Lead requirements gathering workshops to glean necessary foundation data for proper configuration and population of the ITSM 7.x suite of applications.
  • Well versed in upgrade and gap analysis between previous 5.x and 6.x versions and current 7.x version of BMC Remedy AR System and ITSM suite.

Confidential, Whippany, New Jersey

System Analyst/Developer

Responsibilities:

  • Performed administrative and maintenance duties for problem tracking system
  • Developed active links, filters, and workflow for problem and project management systems
  • Created online and automated reports, online submission forms, and backend workflow utilizing PERL and JAVA Remedy APIs, JAVA Server Pages (JSP), and JAVA Servlets.
  • Performance tuning and troubleshooting of Remedy servers
  • Architected a web interface for an in-house Installation, Move, Add, and Change (IMAC) request system. This project extensively leveraged Remedy’s Java API and allowed several of the firm’s nationwide branches to submit requests.
  • Successful migration of employee time tracking data from Remedy ARS database to an MS SQLServer database. Python was primarily used to query and collect data from the Remedy server, then insert the information into a SQLServer table. This data was used for creating Microsoft Cube reports viewed by upper level IT managers to monitor employee productivity.
  • Engineered real-time process to update firm’s Unix and Windows server farm data via Sybase proxy tables and Remedy View Forms. Acquisition of this data allowed one less level of escalation for server related trouble tickets.
  • Leveraged Remedy’s client ODBC driver to update project tracking system contained on an MS Access database, with data stored on the firm’s Sybase Remedy database.
  • Completed successful integration of major outage trouble ticket and maintenance window request data to Symon Communications, Inc wallboards. Data on the wallboards were viewable by the firm’s Help Desk and NOC technicians to identify critical outages and provide timely escalation.

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