SUMMARY OF QUALIFICATIONS

• Skilled BMC Remedy expert with proven success in leveraging technical functionality to enhance operational capabilities
• Detail oriented professional with proven leadership and expertise in the development and implementation of large-scale, enterprise level corporate and government information technology initiatives and programs
• Experienced in applying industry best practices, proven techniques and technical solutions to improve operational efficiency and effectiveness, increase revenue, reduce costs, boost customer satisfaction and induce repeat business

PROFESSIONAL EXPERIENCE


Confidential,Herndon, VA Aug 2010-Present
Enterprise Remedy ITSM Engineer

• Responsible for the engineering, development and management of the enterprise BMC Remedy IT Service Management suite of applications (BMC Business Service Management, Remedy ITSM 7.x) in support of business goals and processes
• Applying business technology expertise to identify, design, and deploy enhanced process and technology solutions supporting operational requirements and strategic initiatives
• Developing system architecture to support multiple levels of integrated IT services support, from site to enterprise
• Conducting requirements gathering and assessments to obtain information about organizations\' mission goals and providing innovative technical solutions and strategies (configuration, foundation data structuring and customized workflow development - forms, filters, escalations, active links, etc.) that are properly aligned to organizational requirements and needs
• Designing and managing reporting solutions (dashboards, multi-layered reporting, Crystal Reports, Analytics) for the measurement, analysis and application of performance metrics, ITIL processes, KPIs and other operational goals
• Recommending and implementing system enhancements, external product integrations (i.e. LDAP, Spectrum, ArcSight, etc.) and functionality customizations that improve performance and reliability, reduce costs and streamline activities
• Coordinating, promoting, sponsoring and consulting on the initiative to design and implement a standardized ticketing solution for multi-agency, joint operations, including upgrades from various software versions (6.3, 7.1, 7.5) to 7.6.04
• Guiding leadership to analyze organizational performance and feedback to make key decisions for the IT infrastructure to include resource allocation, prioritizing initiatives and new technology implementations
• Developing, planning, testing and delivering system enhancements and upgrades
• Assessing program requirements and operations in order to make technical and BMC product functionality recommendations to support program improvement, advance operational efficiencies and achieve business goals
• Leading service improvement initiatives for multiple service processes, specifically Incident Management, Change Management, Problem Management, Asset Management, Service Level Management and Event Management
• Familiarity and experience with complex configuration and development of ARS 6.x, 7.1, 7.6, ITSM Suite, Mid-Tier, AIE, ADDM, Analytics, Dashboards, Crystal Reports, SMPM, Apache, IIS, SQL/Oracle, Crystal Reports, Java, Windows and Unix platforms

Confidential,Baghdad, Iraq Mar 2010- Aug 2010
Remedy IT Service Management, Technical Project Manager and SME

• Conceptualized, designed, implemented and optimized advanced enterprise IT systems, application, features, processes and solutions that enable, support and augment business functions and the organization\'s strategic mission and vision
• Oversaw, managed and lead the development and configuration of BMC Remedy ITSM applications and process definitions
• Developed and recommended solutions utilizing Remedy to support defined business processes and operational goals
• Lead the design, delivery and implementation of an ITIL compliant, scalable and well-documented IT Service Management solution, leveraging BMC Remedy ITSM applications to support processes, increase efficiency, effectiveness and proper utilization and alignment of resources
• Provided subject matter expertise and served as the customer and service organization advisor on Remedy; creating training, requirements documentation, TTPs and technical guides to guide the use of Remedy as a service management solution
• Lead initiative to augment the customer’s understanding of the importance of applying metrics reporting and architect a reporting solution (develop KPIs, design dashboards, reports and queries for daily, weekly, monthly feedback) to monitor performance and measure key program criteria
• Guided the management and leadership team to align program operations and process improvements, customer requirements, budget allowance and time constraints with strategic objectives and to achieve mission goals
• Prepared technical documentation, reporting dashboards and metrics, policy and process guidance as well as conducting cost analysis, trend analysis, risk assessments, prioritization of initiatives and performance evaluations

Confidential,Arizona Jan 2009- Mar 2010
Sr. Remedy ITSM, Architect and Administrator

• Conceptualized, designed, tested, documented, implemented and optimized BMC Remedy ITSM system features and solutions that enable and support business functions and processes
• Managed the configuration and operational functionality of the BMC Remedy ITSM system to include installing, building and configuring new ARS and ITSM servers, administering server objects (forms, active links, filters, guides, escalations, etc.), validating and maintaining foundational data, monitoring server logs and performing patching and upgrades
• Performed advanced operational and customer support functions within Remedy, including client, server and application administration, Mid-Tier maintenance and support, Oracle/SQL database administration
• Designed system architecture, custom workflow and developed process documentation to align and support mission requirements and uphold ITIL best practices for Incident, Change, Asset, Problem, Configuration and Event Management
• Prepared and lead briefings and interactions between the government leaders, corporate management and key stakeholders to gain a thorough understanding of the business environment, technical framework and organizational strategic direction as well as advise on technical issues, technology planning and operational assessments
• Applied out-of-the-box configurations and designed custom applications and workflow to solve business requirements
• Designed and implemented policies and procedures to improve operational standards, streamline processes, align Remedy application and system functions with business goals and advance overall organization performance
• Developed technical solutions that support the application of ITIL concepts, reporting analysis, streamlining of processes and implementation of repeatable, standardized procedures
• Analyzed network, system and application performance concerns and recommend solutions and improvements to augment functionality, reliability, consistency and capacity of the enterprise architecture
• Lead the implementation, standardization, integration, upgrade and maintenance of Remedy and other ticketing systems across multiple locations that ensures continuity of operations and information security
• Extensive experience in developing and administering various versions of BMC Remedy and ITSM applications including ARS 6.x and 7.x, (UNIX and Windows based), ITSM 7.x, CMDB 2.1 and Analytics 2.0

Confidential,Houston, Texas Jun 2003- Jan 2009
Technical Project Manager, Network Operations and Customer Care Manager

• Provided leadership and direction relative to the implementation and on-going management of IT services
• Supervised, trained, motivated and mentored teams of technical analysts to optimize department performance as well as exceed key performance indicators, contract requirements and customer expectations
• Managed the Network Operations and Customer Care Center through demonstrated leadership, technical aptitude and responsible decision making
• Oversaw and contributed to the operation, testing, implementation, maintenance, proactive monitoring and analysis of IT architecture, network functionality, systems maintenance, hardware and software configurations
• Reviewed system architecture, programming designs and proposed enhancements to BMC Remedy systems to ensure application of suitable technology, efficient use of resources and alignment with business goals
• Gathered requirements for the design and implementation of Remedy services, custom workflow and integrations
• Developed and conducted training sessions for users to demonstrate functionality and coordinated acceptance testing
• Configured BMC Remedy ITSM applications to support corresponding business processes and operational requirements
• Demonstrated knowledge and establishing competent presence as the subject matter expert, technical liaison and escalation point of contact for technical support services, including but not limited to Remedy IT Service Management, ITIL process development and reporting analysis
• Provided thorough business analyses for proposed technical initiatives, including cost/benefit estimates, market trends, competitive analysis, risk analysis, industry best practices and product development timelines
• Developed procedures and processes to transition technical projects and IT architecture baseline changes throughout the engineering and project lifecycle
• Consistent success in leading individuals and teams to accomplish project goals within time, cost and resource constraints

Confidential,Hawaii Nov 1999- Jan 2003
Program Assistant

• Provided service and support to military units, individual service members and families
• Lead and participated in project teams with goals to increase efficiency and effectiveness of programs
• Provided administrative and technical support to internal staff, military commands and other program participants

EDUCATION

Bachelor of Science (Magna cum Laude)
Associate of Arts (Summa cum Laude)