SUMMARY

• Knowledgeable and creative Sr. Remedy Developer with over 7 years of implementation experience using a variety of tools. Experienced in the design and implementation of Remedy ARS 7.x, 6.x, and Remedy ITSM 6.x, 7.x on various operating systems and hardware environments including HP Cloud Matrix and other virtual environments. Specializing in integration with BMC products such as ADDM,CMDB, BPPM and SRM. Additionally have integrated AR System with 3rd party tools such as, Tivoli, LDAP, Crystal Reports, MS Project,Bomgar, SharePoint, Kinetic survey, Kinetic Request and RightAnswers knowledge management.
• Experienced in large scale enterprise wide IT Service Management implementations. Specializing in analysis, design, development, testing, and implementation of IT Service Management applications as well as ITIL and ISO Processes.

NOTABLE EXPERIENCE

Confidential

Role: Solutions Architect

• Scope: Enterprise implementation of Remedy ITSM and ITIL processes
• Serving as the System solutions architect/technical lead for an effort within Department of Transportation DOT to implement disaster recovery system, along with several integrations and configurations to provide functionality
• lost during recent upgrade. Served as the System solutions architect/technical lead for an effort within Anne Arundel County to upgrade existing 6.3 AR System and ITSM to 7.6.04, along with several third party integrations and configurations. Also, served as the systems solution architect/technical lead for an effort within University of New Hampshire UNH to upgrade the existing Remedy Help Desk 6.3 UNIX application to Remedy ITSM 7.6.04 on the UNIX platform, alongside SLM, SRM, Dashboard and Analytics for BSM, and Atrium, along with a number of integration packages. Additionally while upgrading the Remedy System, responsibilities included integrating Remedy with LDAP, NetPlus, and Bomgar. Also, worked with UNH in defining and implementing processes based on the IT Infrastructure Library ITIL framework, to include incident management, problem management, change management, configuration management, asset management, capacity management, availability management, and service level management. Also, developed reports for complex trending and analysis. Lead team responsible for remediating security vulnerabilites for FDIC that were found in third party applications. Helped to run and maintain security team remedy 7.6 instance and integrate with ARCsight and meet requirements for FDIC security consolidation effort.

Additonal job duties

Overseeing development, maintenance, and enhancements of infrastructure documentation, for current and planned architecture. Evaluation of current environment and proposed changes to environment according to the impact to parties involved. Coordinate with senior staff to manage and adapt change in the technical architecture. Maintain project plan, schedule, staff assignment, and resource allocation. Provide weekly status reports for all contracts currently overseeing. Assigning and reviewing work of support personal, evaluating performance, recommending personal actions, as well as determining potential training needs.

Confidential

• Responsible for life cycle management of all Remedy projects to include requirements analysis, development, testing, training, and implementation.
• Implementation of Remedy across multiple client/server platforms as well as integration of COTS
• software, to include Access, SharePoint, and Crystal Reports.
• Design and implementation of help desk web site allowing for increased customer support
• Developed a metrics tracking system integrating Crystal Reports and Remedy ARS through the use of Open Database Connectivity ODBC . Provided management a powerful analysis tool to track trouble tickets, man-hours, asset management system, and critical system requirements..
• Led the implementation of Remedy production, backup, and development servers. Established real-time backup procedures for backup site resulting in minimal down time.
• Responsible for the system administration of Solaris and Windows clients and servers.
• Performed multiple Solaris server installations, configurations, and upgrades.
• Performed database performance tuning and multiple global database changes.
• Developed SQL scripts to perform daily off-line and on-line database backups..
• Trained newly assigned system administrators and help desk technicians on the functionalities of critical system checks, database checks, backup procedures, basic troubleshooting skills, and system design and development.

Confidential

Role: Sr Remedy Developer

• Scope: Enterprise implementation of Remedy ITSM and ITIL processes
• Serving as the Sr. Remedy Developer/technical lead for an effort within Department of Transportation DOT to upgrade the existing Remedy Help Desk 5.x application to Remedy ITSM 7.6,ADDM,SLM,SRM,Dashboard and Analytics for BSM, Atrium, along with a number of integration packages. Along with upgrading the Remedy System, responsibilities included integrating Remedy with in house built applications. In addition, worked with DOT in defining and implementing processes based on the IT Infrastructure Library ITIL framework, to include incident management, problem management, change management, configuration management, asset management, capacity management, availability management, and service level management. Also, developed reports for complex trending and analysis.

Additonal job duties

Overseeing development, maintenance, and enhancements of infrastructure documentation, for current and planned architecture. Evaluation of current environment and proposed changes to environment according to the impact to parties involved. Coordinate with senior staff to manage and adapt change in the technical architecture. Maintain project plan, schedule, staff assignment, and resource allocation. Provide weekly status reports for all contracts currently overseeing. Assigning and reviewing work of support personal, evaluating performance, recommending personal actions, as well as determining potential training needs.

Confidential

Role: Sr. Remedy Developer

Serving as the Sr. Remedy Developer/technical lead for an effort within Department of Transportation DOT to upgrade the existing Remedy Help Desk 5.x application to Remedy ITSM 7.6,ADDM,SLM,SRM,Dashboard and Analytics for BSM, Atrium, along with a number of integration packages. Along with upgrading the Remedy System, responsibilities included integrating Remedy with LDAP and Crystal Reports. In addition, worked with DOT in defining and implementing processes based on the IT Infrastructure Library ITIL framework, to include incident management, problem management, change management, configuration management, asset management, capacity management, availability management, and service level management.

Additonal job duties

Overseeing development, maintenance, and enhancements of infrastructure documentation, for current and planned architecture. Evaluation of current environment and proposed changes to environment according to the impact to parties involved. Coordinate with senior staff to manage and adapt change in the technical architecture. Maintain project plan, schedule, staff assignment, and resource allocation. Provide weekly status reports for all contracts currently overseeing. Assigning and reviewing work of support personal, evaluating performance, recommending personal actions, as well as determining potential training needs.

Confidential

Role: Consultant/ITIL Consultant

• Scope: Enterprise implementation of Remedy ITSM and ITIL processes
• Serving as the Sr. Remedy Developer for an effort within Department of Justice DOJ to upgrade the existing Remedy Help Desk 5.x application to Remedy Help Desk 7.5, along with a number of integration packages. Along with upgrading the Remedy System, responsibilities included integrating Remedy with LDAP and Crystal Reports. In addition, worked with DOJ in defining and implementing processes based on the IT Infrastructure Library ITIL framework, to include incident management, problem management, change management, configuration management, asset management, capacity management, availability management, and service level management. Team lead on consolidation of multiple organizations into one single Service Desk using Remedy IT Service Management Suite, along with a number of integration packages. The new system included