Experience:

Service Now Technical Implementation Consultant

Confidential

• As a remote consultant, was tasked to assist on implementation engagement for Exel Logistics. Participated/hosted various meetings gathering requirements pertaining the existing Remedy system to properly export data and prepare it for new Service Now system. I also acted as liaison and coordinate with Service Now implementation partner to meet project objectives. Going forward was responsible for the following throughout the 20-month project:
• Understanding of ITIL concepts and IT Service Management practices
• Worked in an Agile based environment of software development.
• Worked with remote team members on various issues thus effective communication was key.
• Strong attention to details throughout the project.
• Performed daily admin functions for ServiceNow ITSM.
• Filtered all KM entries for users prior to article deployment
• Performed functional testing and created test plans in many cases.
• Performed application configuration
• Performed workflow configuration
• Created custom reporting solutions
• Interface with Service Now/Remedy teams and stakeholders as needed.
• Drove the continuous improvements of client's implementation methodology and service offering based on clients needs.
• Identified issues in a proactive manner and created ways to mitigate their impact.

Remedy Consultant

Confidential

I have been a Remedy Architect/Consultant since 1994 version 2.0 . I am well versed in providing ongoing operational support, administration and technical support for Global implementation of Remedy ITSM Tools Suite. Responsible for performing Software Development and Application Administration using Remedy ARS. Responsible for sustaining support for applications implemented in the Remedy ARS environment. Experienced in installing, configuring, developing and customizing BMC Remedy ITSM tool suite. Experienced in configuring Remedy products and full product life-cycle to include development, integration, testing and documentation. Experienced with custom Remedy workflow, forms, reports and filters design and development to meet specified requirement. Very experienced in creating system requirements and design documents. Previous project clients listed below:

• Remedy development of a customized application working Space Center to exchange data with Kennedy Space Center, Stennis Space center and Marshall Space flight center via DSO. This application is designed to exchange support tickets that allows Lockheed Martin to render network, phone, and desktop support to the space centers and 11 other Government contract companies.
• Remedy development managing over 22,000 SEATS.
• Hosted planning meetings and teleconferences with all space centers to define requirements of new Remedy workflow.
• Provided documentation of requirements and produced Visio graphs to support processes. Documentation and graphs were required for every enhancement made to the CRM application.
• Resided a Change Management committee to review Change Requests CR's to determine if a good fit for the various clients..
• Utilizing ARS 4.5.2 for production and testing and migration to Remedy 5.1.
• Delivered Crystal Reports training to NASA and Lockheed Martin staff version 8.5.
• Developed Remedy workflow and enhancements on Asset Management system for all network, phone, and hardware equipment.
• Integrated Symbol Palm Devices for support techs, warehouse techs, and Asset group.

Remedy Consultant

Confidential

• Remedy development for two major clients Office of Administrative Courts OAC in Olympia, WA. and AT T Wireless in Bothell, WA. In addition to 100 travel, projects required:
• Requirements gathering for OAC requiring Statement of Work and Proof of Concept documentation as well as project planning and coordination.
• Developed courseware and conducted Crystal 8.5 classes to OAC.
• Performed Data Analysis for AT T.
• Designed custom Remedy applications to work in conjunction with the main Remedy Helpdesk application with SQL and Oracle databases.
• Customized workflow for CRM deployment such as active links, filters, escalations, ARWeb, and macros in creation of eRequest product for AT T Wireless.
• Resided on Change Management committee to prioritize changes.
• Crystal Enterprise 8.5 implementation/configuration against BAAN ERP system.

CRM Remedy Developer Consultant

Confidential

• Managed a project that required the development of six applications using ARS 4.5.1 to eliminate existing paper flow processes and make accessible via ARWeb. Each application will be utilized by all NASA Johnson Space centers around the U.S. Utilized full software life-cycle philosophies. Roles of position included:
• Project management and Remedy development
• Project documentation, such as Statement of Work and Customer Requirements.
• Requirements gathering and needs assessments.
• Filtered data from SMS database into Remedy database.
• Conducted training of new applications and acted as Technical to non-technical liaison.

Technical Manager CRM Remedy Developer Consultant

Confidential

• Project manager for Remedy development projects and for new server roll-outs for companies such as Broadband Now, Lennox, Yahoo Dallas , Samsung Austin , American Airlines, and Williams Communication. Completed 17 new installations/customizations of AR Server and other packaged Remedy products that required deployment of new servers added to existing networks. Mentored other consultants with less experience in their development. Other roles and responsibilities included:
• Designed network infrastructures 12 for clients across Texas, Oklahoma, Arizona.
• Managed Remedy installation projects for Lennox Air conditioning in Dallas, Broadband Now in Dallas, SABRE SITA in Dallas, and Samsung in Austin.
• Developed customized workflow AR server to meet the needs of clients that included active links, filters, escalations, and security in the developed workflow.
• Installed and configured Distributed Server Option DSO for two clients.
• Data filtered from Asset Outlook into Remedy Asset management.
• Configured three OLAP servers and one Info 7 server for Crystal reports scheduling.
• Remedy development for Sales Continuum 2.0, Helpdesk 4.0, Asset Management 4.0, and AR-Server 4.0 and AR-Server 4.5.1 and ARWeb/Remedy Web.
• Performed pre-sales demonstrations, developed STW and Proof of Concept documents.
• Windows 2000 Professional and Windows 2000 Advanced Server config.

Seagate Info/Crystal Reports Consultant

Confidential

• Dedicated to implementing and configuring report servers, Info servers, and Web Servers to generate custom reports using Crystal 7, Crystal 8, and Seagate Info 7. Other roles and responsibilities included:
• Interact with clients on project implementation and rollouts.
• Server deployment of Seagate Info for Harris county HIV services, Enron, Shell, Waste Management, Continental Airlines, and seven State of Texas agencies.
• Conducted pre-sales for Harris County.
• Developed Customer Requirements documents and Change Requests as project matured.
• Installed and configured OLAP and Info 7 servers.