TECHNICAL SKILLS

• BMC Remedy ITSM Administration (8.1)
• ServiceNow Administration (Helsinki)
• ITSM 7.1 through 8.1 Tier 2 support. Incident, Change, Problem & Service Level Management
• Strong knowledge of Service Level Management, create and implement Flashboards and Service Level Targets.
• Design ARS 7.5 and 7.6.04 applications using BMC Remedy Developer Studio tool.
• Assisted with installs and/upgrades of ITSM 7.1 to ITSM 7.6.04
• Modify existing forms, workflow and build additional workflow on existing applications
• Strong knowledge of the BMC Remedy ITSM User Tool 7.1 Administrator and Developer Studio and Data Import Tool
• Strong knowledge of Incident Management. Problem identification, workaround creations, root cause analysis and identifying KPIs.
• Strong knowledge of ITIL best practices. Close working relationships with Change, Incident, Problem, Asset and Service Level Management processes.
• Strong knowledge of BMC Service Request Management (SRM) and the Service Design process. Conduct requirement gathering workshops as the Service Design Business Analyst, work with Stakeholders, Owners and implementing teams. Conduct (UATs) User Acceptance Testing with the Customers, Stakeholders and/or Implementing teams to verify service is operational and meets expectations.
• Strong knowledge of Service Request Definitions designing and development using AOTs, PDTs, and SRDs.
• Configuration management duties include identifying, controlling, maintaining, configuring CI relationships and naming conventions. Audited and created reports for teams.
• Strong documenting knowledge of standard operating procedures, and policies.
• Strong knowledge of CMDB management.
• Strong knowledge of Remedy Forms, Active Links, Filters, Escalations, Menus, Guides, Workflow, Reporting and other related components.
• Knowledge of Windows XP Professional, Windows Vista Enterprise, Windows 7 Professional /Enterprise and Windows 10 Operating Systems
• Able to work in a team environment as well as independently.
• Knowledge of Microsoft Office, Excel, Word, PowerPoint, Outlook, Project and Visio
• Strong written and oral communication skills
• Strong interpersonal and relationship building skills
• Strong sales background
• Insatiable desire to learn

PROFESSIONAL EXPERIENCE

Confidential

Systems Analyst 3

Responsibilities:

• L2 ITSM Remedy Administrator, administration and support for Public and Private sectors.
• L2/L3 ServiceNow Administrator, administration and support for Public and Private sectors.
• LifeRay/VantagePoint Administrator, administration and support
• SKM administration and support

Confidential, Miramar, FL

Service Delivery Remedy Analyst

Responsibilities:

• Monitor, maintain,and administrate the SRM and Incident Management modules
• Provided Tier 2 Support (SRM) Service Request Management v 7.6 and Incident Management v7.1. Troubleshoot and resolved issues that Tier 1 (Help Desk, first call resolution) cannot. Assisted the SRM Coordinators on process and coordination issues.
• Responsible for all active services in the SRM Service Catalog. Scheduled and conducted Blueprint Workshopswith the Business, Stakeholders and IT to gather the required information to implement new services and themodifications of existing services in the Service Request Catalog. Liaison between the Business and IT to create the process, document it, initiate the implementation and monitor the status until completion in the Production Environment. Persistent follow up to meet deliverable due dates.
• Responsible for all SRM Catalog Service Blueprint documentation for the SRM Blueprint Library
• Working with Service Request Designers to implement services per designed Service Blueprints.
• Conducted UATs to ensure that the service meets expectations and is fully operational
• Assisted with the ITSM v8.1 project. Creating operational categories, product categories, support groups and assignment configurations. Conducted requirement gathering workshops.
• Discover gaps in current business processes and recommend solutions.
• Worked in a very close team environment

Confidential,  Fort Huachuca, AZ    

ITSM Administrator

Responsibilities:

• Monitoring and maintaining ITSM 7.1 and 7.6.04
• Tier 2 support for ARC Helpdesk troubleshooting end - user issues in Incident, Problem, Change and Service Level Management
• Identifying Known Errors using RCA (Root Cause Analysis) in Problem Management
• Troubleshoot using various forms, active links, filters, workflow and log files with Administrator 7.1 and Developer Studio.
• Assisted with the upgrade and migration of ARS 7.1 to 7.6.04 and assisted with the rebuild of the new ARS servers and mid-tiers installing ARS7.6.04 w/Oracle Databases and Solaris Zones.
• Acquired necessary SLAs for the design and development of Service Level Targets in SLM, and approval mappings for Change Management.
• Monitoring, maintaining and configuring the Army Routine Maintenance Scheduler (ARMS)
• Audit of BCD (Baseline Configuration Data) files before the implementation into ITSM including the imports of all new users into the production environment using the Data Import Tool
• Assisted with the CAC card authentication implementation. Configure and troubleshoot email notification issues. Assist Access Management with issues beyond their expertise.
• Worked with SRM and the building of SRDs, PDTs and AOTs.
• Customized, configured and implemented the Incident Management Flashboards
• Assisted with the CMDB Asset Compartmentalization to implement other NECs CIs into the CMDB
• Some knowledge of Business Objects and Analytics administration
• Monitoring of ARS Server and mid tiers using Unix
• Assisted OED and ISEC with information requests and implementation of fixes

Confidential, Fort Huachuca, AZ 

Configuration Management Analyst

Responsibilities:

• Close working relationships with Change, Incident, Problem, Release, Asset, Availability and (SLM) Service Level Management processes and process owners.
• Create, relate and modify CIs in the Asset Management Console. Audit and maintain CMDB integrity by 99%
• Reviewing and auditing Technical Review Board (TRB) agendas and Requests for Changes (RFCs) in Change Management process
• Strong knowledge of Network Assets. Performed Parent / Child relationships from all Network Diagrams operated and maintained by NETCOM and CTNOSC.
• Assisted with the ITIL implementation to the US Army.