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Itsm Architect Resume

St Louis, MO

SUMMARY:

  • BMC ITSM / CMDB Expert with over 17 years uninterrupted experience which includes:
  • End to end ITSM project management, inception to delivery
  • Guiding the customer in the development of requirements through workshops or one - on-one
  • Managing customer expectations and deliverables
  • Gaining the customer's trust in the team and the tools
  • The ability to speak at any level and in front of any size audience
  • Leading and mentoring a team of onshore and offshore resources
  • Setting technical direction for large complex projects
  • Adhering to processes and ITIL standards
  • All phases and methodologies of software development
  • Creating and enforcing coding and documentation standards within a project
  • Integrations utilizing a wide array of protocols
  • A long list of successful projects implemented

AREAS OF EXCELLENCE:

  • Architecture
  • Integrations
  • Project Management
  • Business Systems Analysis
  • Infrastructure Management
  • BMC Remedy Custom Development
  • BMC ITSM Customization and Configuration
  • BMC Remedy Atrium CMDB and Atrium Integrator

PROFESSIONAL EXPERIENCE:

Confidential, St. Louis, MO

ITSM Architect

Responsibilities:

  • Product Catalog, gathering and documenting all Business Requirements
  • I consulted the management team through all phases of the project, providing guidance with scope, schedule and resourcing.
  • I participated in all phases of the Agile process including cross team Scrums, PI and Sprint planning, and Backlog Grooming
  • I lead the development team, consisting of onshore and offshore resources, in a successful implementation of 20+ Atrium Integrator jobs/transformations between the data warehouse and CMDB
  • Loaded over 75 million CIs into the CMDB for the initial deployment

Confidential

Technical BSA / Configuration Management SME

Responsibilities:

  • Management of the Refurbishment data warehouse and MDM Solution
  • Consolidation of data sources into a single repository
  • Applying Configuration Management techniques to the document CIs that define the refurbishment process end to end
  • Defining and creating workflow within the MDM tool for Normalization of source data
  • Recommended customizations to BMC ITSM to capture and process service requests from LOB users

Confidential

ITSM / CMDB Architect, BSA

Responsibilities:

  • I worked with the Business team to gather and organize requirements throughout the project lifecycle.
  • Was a key contributor to the overall solution architecture in adherence with ITIL methodology.
  • Utilized Caliber RM to manage the Requirements Traceability (RTM).
  • I lead the development team in a successful implementation.

Confidential, Andover, MA

ITSM / CMDB Architect, BSA

Responsibilities:

  • Utilizing Atrium Integrator I built three ETL bridges between the old system and the CMDB
  • Data had to be organized during ETL, and CMDB relationship class records had to be constructed automatically as part of the load
  • An integration was built between CMDB, Change Management and Network Operations Netcool system to report unavailability of assets currently in, or that were planned to be in a Change Window
  • Consulted on BMC Analytics and Dashboards as a solution for system reporting and monitoring

Confidential

Senior Consultant

Responsibilities:

  • Created a design for the eBonding solution to link the Confidential CMDB and Service Desk with client systems
  • I worked with the BA to gather and organize requirements for customizations to the ITSM system
  • Was a senior member of the development team in charge of developing the more complex requirements

Confidential, Palo Alto, CA

Senior Consultant

Responsibilities:

  • I worked with the Business team to gather and organize requirements throughout the project lifecycle.
  • Designed and developed solution for 15 of the most common Service Desk requests, which eventually reduced the number of calls to the Service Desk by 22%
  • Re-engineered existing integration with HP Service Manager and reduced the number of missed Service Desk SLAs by 96%
  • Utilized Soap UI to simulate web service communication during eBonding construction/debugging

Confidential

Senior Consultant

Responsibilities:

  • I worked with the Business team to gather and organize requirements
  • Designed and developed solution for 8 of the most common Service Desk requests, which eventually reduced the number of calls to the Service Desk by 60%
  • Designed and developed an integration with their in house tool to generate network maintenance Tasks in ITSM according to a custom schedule, and added a custom schedule maintenance UI.

Confidential

Senior Consultant

Responsibilities:

  • I Catalogued all customizations in their existing ITSM 7.5 system using the Best Practice Conversion Utility (BMC BPCU)
  • Performed a gap analysis between the customizations and ITSM 8.0 out of box functionality
  • Created an estimate for the gaps, and worked with the PMO to plan and schedule the upgrade
  • Assisted BMO team with regular support activities

Confidential

Senior Consultant

Responsibilities:

  • Responsible for deployment and configuration of a new ITSM 7.6.04 solution
  • Guided customer in tailoring existing business processes to align with BMC ITSM Suite functionality, and ITIL business framework.

Confidential, San Jose, CA

Senior Consultant

Responsibilities:

  • I was the technical leader of the UDM development team where our task was to create the UDM, or Universal Data Management module, which ended up being named Atrium Integrator. I personally worked with the Pentaho technical team to create the API that integrates Pentaho with Atrium CMDB. I am an expert at building Pentaho jobs, and creating ETLs that populate CMDB classes and AR Forms directly.
  • Designed and developed the UDM Cleansing Console the UDM Job Sequencing engine the UDM data load Case Insensitivity the UDM data load Alias Replacement the UDM Update Through Load functionality the UDM CMDB CI and Asset Relationship Load

Confidential

Senior Consultant

Responsibilities:

  • I was a developer on the project team creating data driven custom UI workflow
  • Created a data bridge between ITSM and a mainframe stock trading system

Confidential

Senior Consultant

Responsibilities:

  • Designed and created the bi-directional web services link with IBM
  • Bridge replaced manual email process decreasing missed SLAs, and freeing up agents time

Confidential

Senior Consultant

Responsibilities:

  • Designed and created the bi-directional link between NetCool and the Confidential ticketing tool
  • Included event correlation to roll up related events into a single ticket
  • Created a Network Monitoring console to show Change Request status updates real time at the Network Control Centre
  • Created an integration with SAP to utilize People and Financial data in Remedy

Confidential

Remedy Consultant

Responsibilities:

  • Performed customization to Change Management module and Implemented Discovery tools for server infrastructure
  • Performed gap sessions with various department heads, and implemented business rules and configuration changes to their Change Management installation
  • Lead on implementation of full ITSM suite, heavy customization to their Change approval process, and Service Level Management

Confidential

Remedy Team Leader

Responsibilities:

  • Extensive customization to Remedy’s Change Management, ITSM version 6.0, ARS 6.3
  • Consulted with customer process team to determine requirements
  • Directed a team of 4 remedy developers
  • Prototyped, and demonstrated the product to the customer team
  • Wrote Business Design, Technical specifications, and Test Plans, and user-level documentation
  • Used Crystal Reports to customize dozens of operational and management reports
  • Performed customization to Change Management module and Implemented Discovery tools for server infrastructure
  • Consulted Business Partner on RFQ for K-12 project Hardware and Software requirements, including Remedy licenses.
  • Created a highly customized Helpdesk 4.0 and completely custom RFS (Request for Service) system to handle order and procurement of circuits, and capacity planning.
  • Made use of DSO (Distributed Server Option) connection to the State's Remedy system
  • Implemented BMC RemedyLink for HP OpenView NNM to auto-generate incident cases
  • Implemented Web Services to determine the weather at the zip code of the problem site
  • Wrote Business Design Documentation, Technical specifications, and Test Plans, and user-level documentation
  • Created a highly customized Helpdesk 4.0
  • Made use of Shareplex for redundancy between the two data centers
  • Implemented solution for reporting using mirror library servers and Crystal Reports
  • Assisted in archiving solution
  • Wrote Business Design Documentation, Technical specifications, and Test Plans, and user-level documentation

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