SUMMARY:

• I am a 20 - year IT Service Management veteran and have provided application development, management and consulting for Service Desks and Help Desks for many of the Fortune 500 companies in the energy, financial and technology sectors.

PROFESSIONAL EXPERIENCE:

Senior Solutions Consultant

Confidential, Houston, TX

Responsibilities:

• Led and participated in a BMC HR Case Management solutions planning workshop for a United Kingdom-based global pharmaceutical company. Provided a report and statement of work for the customer after leading discussions and a demonstration of the capabilities of the BMC HRCM solution.

Senior Application Developer

Confidential, Houston, TX

Responsibilities:

• Confidential develops software for system and service management solutions for enterprises
• Remedy OnDemand Applications Management, providing primary focus and support for Software as a Service (SaaS) customers with FedRAMP requirements for localized (US-based) support. Product lines supported includes the full suite of BMC Remedy ITSM Modules (Incident, Problem, Change, Asset Management) Remedy ARSystem, Remedy Mid-Tier, Remedy Single Sign On (RSSO), MyIT/SmartIT, SmartReporting and HR Case Management. Responsible for DevOPS/Provisioning of Remedy OnDemand Public Sector environments used to support customers, including integrations with BMC ADDM and BPPM solutions, design, and implementation of complex CMDB models and support (administration and scripting) of Microsoft SQL databases supporting AR System installations.

Business Solutions Consultant

Confidential, Houston, TX

Responsibilities:

• Provide presales support and consulting for accounts and partners with focus on the Western United States and Canada. Valued skills include in-depth experience in the market with competitor solutions from CA, BMC and Service-Now. Also offered knowledge and consulting for accounts in Europe where competing vendors were also involved with accounts. Delivered full ITIL Service Management demonstrations covering many of the core ITIL processes, including Incident, Problem, Change, Release, Configuration, Service Level, Request and Availability Management.

Senior Consultant

Confidential, Los Angeles, CA

Responsibilities:

• Primary role as a Service Management Technical Specialist, including webinars, demonstrations, proof of concepts, remote support and consulting for Unicenter Service Desk, Knowledge Tools and Keyword Search. Expanded skills to include Client Management Suite (CMS) of products, including Unicenter Asset Management, Software Delivery, Remote Control, Desktop DNA and SupportBridge Support Automation. Demonstrated and provided technical assessments for clients evaluating Service Desk and Asset Management solutions. Understanding and experience with tools necessary for product integrations to third party solutions, such as HTML, Javascript, XML, API.

Remedy Developer

Confidential, Burbank, CA

Responsibilities:

• Shareholder owned, government sponsored enterprise that purchases, securitizes and invests in home mortgages.
• Develop and implement a pilot system using Remedy Change Management, Remedy Asset Management and creating a custom server provisioning system on ARSystem integrated with Tivoli Configuration Manager and Inventory Modules. New implementation of Remedy ARSystem 6.01, Mid - Tier, and the ITSM 5.6 Suite on Linux server using DB2 database in a test lab environment.

Remedy Developer

Confidential, Pasadena, CA

Responsibilities:

• Assisted with the implementation of BMC Remedy into the Yahoo Corporate environment. Included modifying workflow and customizing forms for National and International Yahoo IT support groups and importing 8000+ user profiles from Yahoo’s internal address book system to Remedy. Provided technical assistance and troubleshooting skills with Remedy Mid-Tier clients running on Mac OS X and FreeBSD workstations using several different browsers, including Safari, Mozilla, Firefox and Internet Explorer. Built several custom apps, including an “Events” tracking feature integrated with a customized Remedy Help Desk application.

Remedy Administrator

Confidential, Pasadena, CA

Responsibilities:

• “Primary business is mortgage banking and offers various types of home mortgage products using a technology-based approach, leveraged across multiple products, channels and customers”.
• 24/7 support of a multi-application Remedy ARSystem environment with over 5000 users utilizing the native Remedy User Tool Client and web forms provided by the Remedy ARSystem Mid-Tier web server. Supported and improved workflow for several custom Remedy applications including a Facilities Service Request system and a Package Tracking database. Provided troubleshooting and development skills, recommended, and applied performance tuning and Remedy process improvements.

Enterprise Application Developer

Confidential, Los Angeles CA

Responsibilities:

• Administered and maintained a large-scale business solution centered on the Remedy Action Request System (ARSystem) and the Remedy Customer Relationship Management module (CRM). Performed maintenance and process improvements to the customized CRM application. Assisted with the planning and execution of a large-scale ARSystem upgrade and provided extensive troubleshooting experience to successfully complete the upgrade despite the less-than ideal conditions that were present during the upgrade. Offered Remedy application development skills in the Flex Services organization, an internal professional services team that provides all divisions within Confidential with custom IT solutions. Designed and built a fully customized Remedy-based support solution for the Security Operations Center, which provides 24/7 monitoring of security issues across the entire Intel IT infrastructure.