Objective

To provide IT Service Management BMC Remedy consulting services to progressive, performance-driven organizations where my contributions would positively affect the business objectives and outcomes of my customers.

Accomplishments

• Working as a global consultant I am able to quickly adapt to diverse business, social, political, and environmental conditions as project location dictates.
• Successfully managed three release sets of a customized Remedy ITSM 4.0 solution for Intel Online Services in a five-month timeframe.
• Successfully implemented and stabilized the PanCanadian Call Center which supports 2000 clients. This was completed while maintaining a customer satisfaction rating of 90 , meeting or exceeding all contracted service level agreements, and reducing operational costs by 25 .
• Awarded Certificate of Merit from the Multi-Vendor Computing Services division of Digital Equipment of Canada. The award was in recognition of outstanding performance as a Senior Help Desk Analyst in the pilot program for Citicorp's Project Enterprise PE . During the pilot, the help desk received 3,500 calls per month between 4 analysts and had a 70 resolution rate.
• Designed, developed, and implemented the internal change management process for PE. The process required the identification of the change, the business case, the documentation supporting the change and the support of the Remote Management Centre RMC Team Leaders prior to implementation. Controlling the internal changes resulted in improved productivity of the Help Desk Analysts.
• Supporting users at various levels of expertise and seniority requires a special sensitivity that I possess. Tact, professionalism, and interpersonal skills are utilized to effectively communicate with all levels of management, staff, and clients.

consulting experience

Confidential

Senior ITSM Consultant

Confidential continues to transition their remaining IT support groups from their legacy 5.x AR System and other disparate IT service management systems and processes to their standardized ITSM 7.6 toolset. In addition to IT support groups, business units who are the entry point for their customers to receive IT support will also be transitioned. A total of thirteen groups will be on-boarded to ITSM 7.6 in the first half of 2014. My responsibilities on this project were:

• Prepare and conduct workshops for support group SMEs. Workshops consisted of ITSM overview, incident management, problem management, change management, work order management, and foundation data and included both presentation material as well as live demos of the associated module.
• Conduct foundation data requirements gathering sessions with support group SMEs.
• Scrub, consolidate, and load foundation data into QA environment and assist support group SMEs with data validation effort.
• Prepare and conduct change management classroom training focused on each group's specific use cases.
• Migrate foundation data to production environment.
• Provide post-go-live support.

consulting experience continued

Confidential

Senior CMDB Consultant

As part of their Data Center Modernization project, in late 2012, PG E implemented BMC Atrium CMDB 7.6.04 with the objective of having their IT organization adopt best practices for configuration management. To date there has been minimal adoption within the IT organization. PG E would like to resurrect their CMDB initiative with a pilot that would see the end-to-end implementation of one selected CI Applications in the CMDB including the associated stakeholder buy-in, policies, processes, and procedures that would govern the management of this CI.

Responsibilities of this position were:

• Facilitate workshops with CI owners to determine current data sources, data reliability, maintenance, attributes, CI relationships, and other information that will determine the CI to be piloted Applications .
• Meet with Application CI owner team to map and document current data source attributes to target CI class and any identified gaps.
• Conduct assessment of current CMDB implementation data sources, datasets, reconciliation jobs, normalization jobs, AIE jobs, target classes, relationships, attributes resulting in as-is document with recommendations for progressing towards a best-practice implementation.
• Extend Application CI class as required based on gap analysis. This includes modifying the associated asset management form to include extended attributes.
• Import of application CI data from current data source to CMDB.
• Design, document, and implement migration strategy for promoting Application CI class and data to subsequent environments QA and Production .
• Develop job aid s for maintaining application CI data through Asset Management module.
• Facilitate and support data validation phase.

Confidential

Senior ITSM Consultant

Confidential is transitioning their remaining support organizations from utilizing disparate change management processes and systems to their IT standardized processes and the BMC Remedy ITSM 7.5 toolset. As a Senior Remedy Consultant on the project my responsibilities are to work with the PG E Meter-To-Cash MTC , Customer Information Systems CIS , and SAP organizations to ensure their smooth transition to the BMC Remedy ITSM toolset.

Responsibilities of this position are:

• Assist support teams with the definition, gathering, and validation of their ITSM foundation data within the already defined structure. This included operational categorizations, product categorizations, assignment mappings, approval mappings, support team members, and permissions and functional roles.
• Identify any integration requirements and work with technical staff to design and implement an integration solution.
• Identify any functional gaps between the BMC Remedy ITSM toolset and the support teams' processes and where feasible provide out-of-the-box workarounds.
• Design, develop, document, and implement approved customizations.
• Develop UAT test scripts and support the UAT process.
• Update training material to account for any customizations and integrations implemented.
• Assist in the migration of data and workflow to the production environment.
• Provide post-go-live support.

Confidential

Senior Remedy Consultant

Confidential in an effort to transition to an ITIL-based service management process, is upgrading from their current customized BMC Remedy ITSM 7.1 implementation to a primarily out-of-the-box ITSM 7.6.04 solution. In addition to ITSM Sutter Health will also be implementing 7.6.04 versions of Service Level Management SLM , Service Request Management SRM , and Atrium CMDB.consulting experience continued

Responsibilities of this position were:

• Prepare and conduct requirements gathering workshops with Sutter's IS Council members. The objectives of these workshops are:
• Identify customizations in their current ITSM 7.1 implementation and determine which ones are still valid with the upgrade to 7.6.04.
• For those 7.1 customizations still required demonstrate how out-of-the-box 7.6.04 may facilitate that functionality.
• Review configuration options including, but not restricted to, application rules, service levels, approvals, service requests, templates, assignment rules, and notifications.
• Prepare requirements document based on approved customizations and configurations.
• Prepare design document for approved customizations and configurations.
• Assist Sutter Remedy Team with ARS/ITSM 7.6.04 installation and configuration for development, QA, training, and production environments.
• Complete, document, and unit test assigned requirements.
• Conduct peer unit testing for requirements assigned to Sutter Remedy Team developers.
• Resolve issues identified through peer unit testing, QA, and UAT.
• Assist Sutter Remedy Team with migration to production environment.
• Provide post-go live support.

Confidential

Senior Remedy Consultant

Confidential is a BMC Product Partner whose Transport tool facilitates the on-boarding and maintenance of customer foundation, CMDB and other ITSM data into their Remedy ITSM environments. Due to the complexity and diversity of Effective's customers and their associated data several implementations require customer-specific customizations to the Transport tool. Customer projects included Starbucks, Unisys, Logica Sweden, CSC, and CGI.

• My role on customer projects was to work on assigned requirements by:
• Developing and designing feasible solutions to meet customer requirements.
• Prototype solutions to Effective project team.
• Complete development including unit testing and documentation.
• Provide support of developed customizations through UAT phase.

Confidential

Senior Remedy Consultant

Confidential is transitioning a number of their remaining support organizations from utilizing disparate change management processes and systems to their IT standardized processes and the BMC Remedy ITSM 7.5 toolset that was implemented in 2007. As a Senior Remedy Consultant on the project my responsibilities were to work with the PG E Customer Care and Billing CC B and SAP Change Management/Change Control teams and document their transition requirements and the corresponding solution design.

Responsibilities of this position were:

• Demonstrated PG E standard change/release management functionality.
• Facilitated change/release management requirements gathering workshops resulting in a detailed gap analysis document.
• Facilitated solution design sessions resulting in the development of solution prototypes subsequently demonstrated to the stakeholders for approval.
• Provided a detailed solution design document.

Confidential

Senior ITSM Consultant

Confidential is transitioning from their existing tools to BMC Software's Remedy on Demand RoD service for ITSM, SRM, SLM, CMDB, to name a few. As part of this transition a number of Incident Management and Change Management customizations were identified/required in order to meet Adobe's defined processes. Responsibilities of this position were:

• Meet with Adobe process owners to review and validate functional requirements.
• Complete assigned customizations including design, development, unit testing, and documentation.
• Assist other team members with solution design and development issues.
• Participate in peer code-reviews.
• Demonstrate completed functionality to both internal and customer teams.
• Facilitate Change Management UAT sessions with Adobe stakeholders.
• Resolve assigned issues identified during UAT.

Confidential

Senior Remedy Consultant

Confidential Professional Services organization to upgrade their current BMC Remedy environments development, test, and production to version 7.6.04. The products to be upgraded include ARS, Atrium CMDB, ITSM, SLM, SRM, BMC Analytics and BMC Dashboards. As part of the upgrade Tate and Lyle has requested to preserve their existing ITSM customizations as well as implement some new requirements for Incident Management and Change Management. In addition to the upgrade of existing products Tate and Lyle will be implementing Remedy Knowledge Management 7.6.04 as a new product.

Responsibilities of this position were:

• Work with BMC and Tate and Lyle Project Managers to develop baseline project plan.
• Conduct workshops for Remedy Knowledge Management, Incident and Change Management customizations, and foundation data review.
• Develop upgrade document detailing the tasks and associated responsibilities to upgrade each of the environments.
• Develop solution design and functional testing documents for Remedy Knowledge Management and Incident and Change Management customization requirements.
• Lead and assist BMC offshore development team in upgrade activities.
• Implement Remedy Knowledge Management and Incident and Change Management customization requirements as approved.
• Facilitate issue resolution and logistics between customer, BMC offshore development, and BMC Support organization.
• Assist customer with development of training, test, and deployment plans.

Confidential

SRM Consultant

Confidential is transitioning Tier 1 IT support from their current vendor to Accenture. In support of SHC, Accenture will be implementing the BMC Remedy ITSM 7.x suite of applications and would also like to implement BMC SRM 7.x in order to provide a fully-integrated service management solution. To gain customer support of the BMC SRM recommendation Accenture requires a comparative analysis of SHC's current request management system Service-now against the BMC SRM product to be completed. Responsibilities of this position were:

• Identify and document functional requirements through prior documentation, stakeholder interviews, and hands-on utilization of Service-now.
• Categorize requirements into being met out-of-the-box, through configuration, through customization, or not in scope for SRM.
• Identify and document service catalog requests including associated processes and tasks, entitlements, approvals, assignments, and other configuration data.
• Document level-of-effort development, unit-testing, and as-built documentation necessary to meet requirements.

consulting experience continued

• Design customer-targeted presentation of analysis results.

Confidential

Senior CMDB Consultant

Confidential CMDB 7.6 solution to manage their end-customer services and associated infrastructure. Each of their data centers will host a regional CMDB with DSO being the mechanism by which to transfer regional CMDB data to a master CMDB. Salesforce.com has contracted BMC Software Professional Services to design, develop and implement a solution that will meet their requirements.

Responsibilities of this position were:

• With the BMC Solution Architect, co-facilitate CMDB and DSO design workshops for the purpose of requirements gathering.
• Provide CMDB best-practices consultation so as to minimize customizations while still meeting customer requirements.
• Develop, document, and present solution design.
• Lead onsite BMC development team by providing work direction and being single-point-of-contact for any issues or questions the team may have.
• Work with BMC and Salesforce.com project managers to develop the project plan.
• Act as liaison between BMC and Salesforce.com project managers by providing timely updates and escalating issues that may impact the timeline and/or budget.
• As part of the development team, configure, build, and migrate solution as per approved design.
• Work with BMC Senior Architect and BMC Support organization to resolve any technical issues that may arise.
• Provide knowledge transfer to Salesforce.com Remedy Administrator by way of mentoring, shadowing, and documentation review.

Confidential

Senior ITSM Consultant

Silver Spring Networks has contracted BMC Software Professional Services to provide a Rapid Results implementation of the Remedy ITSM 7.6 Suite Service Desk, Asset Management, Change Management , Service Level Management 7.6, and Atrium CMDB 7.6 including integrations with BladeLogic and flat-files .

Responsibilities of this position were:

• Assist customer with designing architecture framework required for their implementation.
• Prepare and conduct Technology-Process Link TPL workshops for incident, problem, change, release, configuration management, and service level management processes.
• Prepare and conduct requirements gathering workshops for configuration data, foundation data, and CI data.
• Prepare and conduct design workshops for CMDB integrations.
• Collect, validate, format, and upload all foundation data collected to development environment.
• Implement configurations and CMDB integrations in development environment.
• Liaise with BMC Support to expediently resolve and/or escalate any issues that arise.
• Facilitate user-acceptance-testing and functional walk-through for system acceptance.
• Assist BMC offshore team with application installation in production environment.
• Deploy accepted solution to production environment.
• Conduct process-to-tool training sessions for customer support staff.
• Develop the following documents as deliverables for this project: System Architecture Document, Configurations Integrations Requirements Document, Test Plan, Training Plan, Deployment Plan, Solution Design Document, Construction Document
• Provide post-production support.

Confidential

Chief Solution Architect

Confidential outsourced a single-point-of-contact service desk and in conjunction implemented the Remedy ITSM 7.0 suite in July 2008. Service Alberta's goal is to migrate the IT users in all twenty-four Government of Alberta ministries to the single service desk and in parallel migrate the IT support staff of the respective ministry to utilize ITSM.

consulting experience continued

Responsibilities of this position were:

• ITSM 7.x subject matter expert to Service Alberta and any ministries or outsourced suppliers that utilize the ITSM system.
• Work with senior management to develop ITSM strategy and roadmap.
• Provide troubleshooting assistance to ITSM team as required.
• Work with ITSM Business Analyst team and business stakeholders to validate technical feasibility of business requirements gathered.
• Analyze ITSM environment for performance improvements and adherence to best practices.
• Assist ITSM team in the development of internal processes required for the operational support of the ITSM environment.
• Facilitate product demonstrations.

Confidential

Senior Remedy Consultant

Confidential has undertaken a project to consolidate three disparate Remedy systems and their accompanying data repositories, reporting subsystems, and interfaces utilized by their Blackberry Operations, Corporate IT, and Customer Support Operations organizations, into a single Remedy ITSM 7.x system. To assist them with this project RIM turned to BMC Software's Professional Services division to provide them with the resources necessary to augment their internally-staffed project/development team.

Responsibilities of this position were:

• Attend design sessions for the purpose of reviewing requirements and recommending potential solutions that minimize customization to out-of-the-box ITSM 7.x functionality.
• Review and analyze Change Management and CMDB requirements for completeness and accuracy, and where necessary, gather and document outstanding information required to complete solution design.
• Document solution design for assigned Change Management and CMDB requirements.
• Administer and configure development server s .
• Provide assistance with foundation data workshops.
• Develop approved solution designs for assigned requirements including documenting the workflow and associated unit test scripts.
• Assist Training team in developing training material and curriculum.

Confidential

Senior Remedy Consultant

Confidential is a company who, through their proprietary programming language, makes Remedy and other IT service management applications accessible on mobile devices such as Blackberries and Pocket PC's. Aeroprise's programming language is structured to mirror Remedy's active links and their associated Execute On conditions and Actions. Aeroprise wants to ensure that core Remedy active link functionality utilized in Remedy's ITSM 7.0 Incident Management application is incorporated into the next release of their product and turned to BMC Software's Professional Services division to assist them with this initiative.

Responsibilities of this position were:

• Analyze all active links associated with the Incident Management application and document the Execute On conditions and Actions utilized.
• Provide Aeroprise with the delta between what the current release of their product supports and what is utilized in the Incident Management application.
• Work with Aeroprise to identify and prioritize those missing functionalities that will be incorporated into the next release of their product. Selection was based on providing mobile users with the ability to create, modify, and search incident records.
• Work with Aeroprise Engineering Team in troubleshooting/debugging issues identified during unit testing of new functionality developed.
• Develop Remedy workaround where functionality could not be incorporated into the Aeroprise platform.
• Work with Aeroprise Marketing and Sales Teams to develop updated product demonstration based on the functionality to be added to their current release.

Confidential Corporation selected to implement the BMC Remedy ITSM 7.0 suite of products including BMC Atrium CMDB 2.0 to facilitate its transition to an ITIL-based organization. The initial phase of this implementation, targeted for production in December 2007, was comprised of Incident Management, Change Management, CMDB 2.0 limited , and Service Level Management limited .

Responsibilities of this position were:

• Demonstrate Remedy ITSM 7.0 functionality and associated out-of-the-box processes to project team members and key TransAlta stakeholders.
• Conduct incident and change management requirements gathering workshops with key stakeholders resulting in requirements and solution design documents.
• Facilitate the identification, design, and collection of foundation data.
• Work in conjunction with TransAlta Solution Design Architect to design foundation data and other required integrations.
• Work in conjunction with TransAlta and Hewlett-Packard to design ticket-exchange interface between Remedy ITSM 7.0 and HP OVSD.
• Complete and document, on the development platform, customer-selected Change Management, Incident Management, and Service Level Management requirements through either customized development efforts or through configuration as appropriate.
• Participate in project planning activities as required.

Confidential

Senior Remedy Consultant

This project consisted of implementing Asset Management 6.0 for Enbridge Pipelines and transferring customizations and data from their current Asset Inventory application utilized as part of Help Desk 6.0 .

Responsibilities of this position were:

• Asset Management 6.0 functionality demonstrations to key stakeholders.
• Assist in process mapping and engineering activities as well as process and review sessions.
• Requirements gathering from the key stakeholders of the Asset Management component and the analysis of those requirements. This includes solution feasibility, customer sign-off, and design.
• Workload planning for Remedy development team.
• Co-development of requirements and data/customization transition activities.
• Coordinate user acceptance testing and sign-off of developed requirements.
• Liaison between BMC Remedy Support and Remedy development team for outstanding implementation issues.
• Liaison between Asset Management project team and Remedy development team.
• Liaison between customer and Remedy development team.

Confidential

In an effort to reduce Information Technology costs Calpine Corporation Calpine has outsourced a significant portion of their infrastructure support services to Science Applications International Corporation SAIC . The support services outsourced to SAIC include help desk, desktop support, network support, and NT server support. Transition of support services from Calpine to SAIC commenced in May 2002 and went live on August 28th, 2002.

Help Desk Operations Manager/Remedy Change Management Coordinator

Responsibilities of this position were:

• Establish and maintain lines of communication with Calpine support organizations, end-users, and the Client Partner Program to ensure IS alignment with functional area needs, including IS Infrastructure Services and IS Business Services.
• Work with Calpine and vendor management to develop, implement and maintain short and long range plans, goals, policies and procedures related to the duties and responsibilities of the Calpine Help Desk.
• Collaborate with and apprise Director of IS Support Service of critical project issues and activities, and status of on-going projects.
• Oversee the development, implementation and monitoring of support processes and service level agreements, both internal and external, as they relate to compliance, customer satisfaction, problem and service resolution management, production and performance metrics, and quality assurance reports.

consulting experience continued

• Work with vendor management to quickly and efficiently resolve issues regarding the help desk.
• Work with vendor management to ensure that help desk services are highly responsive and compliant with industry best practices, tools, applications, support processes and reporting methods.
• Work with vendor management to ensure help desk staff is appropriately trained and proficient in Calpine processes, hardware, software, enterprise applications, and network and voice disciplines.
• Provide project management support including development, monitoring and managing of projects that directly impact the Help Desk and related functions.
• Work with vendor management in the research and implementation of new technologies, solutions, and features to improve performance and reliability of the help desk support environment and related infrastructure.
• Facilitate the change management process for the development lifecycle, configuration, and administration of the Remedy problem, service, SLA, asset, change, and knowledge management systems.
• Train Calpine support staff on the utilization of the Remedy problem, service, SLA, asset, change, and knowledge management systems.

Help Desk/Desktop Support Transition Manager

Responsibilities of this position were:

• Gather, document, refine, and transition to SAIC Calpine's existing Help Desk and Desktop Support processes to ensure contractual eligibility as well as supportability.
• Partner with SAIC Help Desk/Desktop Support Transition Managers to review and refine SAIC-proposed processes in order to ensure feasibility within Calpine.
• Conduct requirements gathering sessions with all Calpine support groups to ensure that all necessary functionality was represented within SAIC's Remedy problem management and service level agreement systems.
• Conduct functional testing of SAIC's Remedy problem management and service level agreement systems to ensure that contractual obligations have been met as well as to ensure that functionality requested by Calpine's support groups has been developed correctly.
• Train Calpine support staff on the utilization of the problem, service, SLA, asset, change, and knowledge management systems.

Project Lead

Confidential is a core business of the Ontario government's Ministry of Health and Long-Term Care whose mandate is to provide critical telecommunications infrastructure to facilitate the secure electronic communication and exchange of personal health information among the province's health service providers. The Ontario Ministry of Health and Long-Term Care has identified several priority initiatives to receive these services including physicians' offices, medical labs, hospitals, and pharmacies.

Responsibilities of this position were:

• Implement and manage the operations of the Business Help Desk within the Client Services group. This included defining the functions of the Business Help Desk and associated processes, staffing, and technology required.
• Establish policies and procedures based on client requirements and business expectations that would be provided to, and implemented by, the remainder of the SSH's support infrastructure.
• Implement and manage the Service Management and CRM tools selected by SSH.
• Oversee the operation of the Training Group that will develop customized curriculums and associated training material in order to provide end user training based on a train the trainer model.
• Oversee the operation of the Quality Assurance and Customer Satisfaction group that will utilize monitoring tools and processes to continuously assess customer satisfaction, service level adherence, and product quality.
• Facilitate the negotiation, documentation and utilization of a consolidated site implementation process amongst the key stakeholder groups within the SSH organization.
• Participate at the management-level in the development of service programs, budgets, and policies.
• Negotiate, document, and implement operational support agreements between SSH and external vendor's providing varying products and services to clients in order for SSH to act as the single-point-of-contact for end-users.
• Negotiate, document, and implement a change management process for both internal change control as well as the facilitation of external requests submitted by SSH clients.consulting experience continued

Confidential

Senior Remedy Programmer-Analyst/Development Team Lead

California ISO made a decision to utilize Remedy's ITSM suite of products Help Desk 4.0, Change Management 4.0, Asset Management 4.0, Service Level Agreements 4.0, and RemedyWeb 4.0 , as their enterprise-wide system for problem, change, asset, and service level management.

Responsibilities of this position were:

• Installation of development environment. The development environment consisted of NT4.0 Server, Oracle 8i, ARS 4.5.1, and the Remedy ITSM suite of products Help Desk 4.0.3, Change Management 4.0.3, Asset Management 4.0.3, and Service Level Agreements 4.0.3
• Design and implementation of a backup solution for the development environment.
• Recruitment of the development team.
• Documentation and development standards to be utilized by the Remedy Development Team. All development documentation was completed using IT Masters MasterARSuite 4.5 application.
• Requirements gathering from the key stakeholders of the Help Desk component and the analysis of those requirements. This included providing consulting services in call center/help desk operations in order to improve current processes and incorporating these enhancements into the requirements.
• Completion of signed-off requirements in the Help Desk and SLA components. This task included development, documentation of modifications and enhancements, and documentation of test cases. All report creation and modification requests were completed using Crystal Reports Writer 8.0.1.
• Co-development of signed-off requirements in the Change Management and Asset Management components including design, documentation of modifications and enhancements, and documentation of test cases. All report creation and modification requests were completed using Crystal Reports Writer 8.0.1.
• Design and document migration plan for implementation of modifications and enhancements into the test and production environments, which are on a Unix platform.
• Assist California ISO Remedy Administrator in the migration process as necessary. Migration was performed utilizing Remedy Migrator 3.0.
• Assist training staff in the preparation of Remedy training material and curriculum as necessary.
• Provide California ISO Remedy Administrator knowledge transfer on modifications and enhancements implemented to ensure successful transition for future maintenance of the application.

Confidential

Remedy Consultant

acquired Ultraseek from Disney's GO.Com. To facilitate this acquisition Inktomi required the migration of Ultraseek's support infrastructure from GO.Com's facilities.

Responsibilities of this position were:

• Installation of AR Server 4.5 on new NT 4.0/MS SQL 7.0 server.
• Export/import of Ultraseek forms, workflow, and data from GO.Com's Remedy 4.0 installation to the new 4.5 server.
• Design, develop, and implement new solution for Unix shell scripts that existed on GO.Com's Remedy 4.0 installation.
• Test new installation to ensure that all functionality prior to migration is available.
• Develop minor enhancements as requested.
• Document the migrated environment.
• Perform requirements gathering and analysis for the final migration of the Remedy system to Clarify. This task included providing consulting in the area of call center/help desk operations and associated best practices.
• Provide both remote and onsite support as required.

Confidential

Call Center Architect/Senior Remedy Developer

Confidential rolled out 17 SAP modules to approximately 30,000 users from 2000 to 2003. In order to support this new environment Saudi Aramco required a single-point-of-contact help desk known as the SAP Knowledge Center to facilitate the timely resolution of problems and requests reported by SAP end-users. ISM BC was contracted to implement the tools and technology infrastructure that will be utilized by the SAP Knowledge Center.

consulting experience continued

The scope of the project included the installation and customization of a telephony solution comprised of a Nortel switch, IVR, Meridian ACD/Voicemail, and Aspect CTI integrated with a customized Remedy Help Desk 4.0 problem management system and ending with user training on the implemented toolset. The telephony solution was installed on an NT/Oracle platform and the Remedy solution was installed on a Unix/Solaris/Oracle platform.

Responsibilities of this position were:

• Work with Project Manger to define project scope and deliverables.
• Act as a consulting resource to Saudi Aramco in the area of call center best practices and Remedy in order to develop the processes and procedures to be utilized by the SAP Knowledge Center.
• Liaison with Saudi Aramco representatives to define user requirements for the toolset. This included an analysis and assessment of their current Remedy installation.
• Design the functional solution based on the developed processes and custom requirements to serve as the foundation for development of the technical solution.
• Design a backup and disaster recovery solution for the Remedy system.
• Work with the development team to design and install a sustainable development environment.
• Develop and configure those requirements isolated to the Remedy system. This included the documentation of the development and user acceptance test cases. All report creation and modification requests were completed using Crystal Reports Writer 8.0.1.
• Develop and implement project plan for the migration from development to production.
• Provide daily operational support, maintenance, and administration of both the development and production Remedy environments.
• Participate, as a Remedy subject matter expert, in presentations to Saudi Aramco support and management staff.
• Work with the training team to design the Remedy course curriculum.
• Perform a knowledge transfer to Saudi Aramco technical support staff in order to transition support and maintenance responsibilities for the toolset at the end of the project.

Confidential

Remedy Lead Architect

As a sub-contractor to Intel Corporation, I was responsible for overseeing the implementation of the Remedy problem management system for Intel's new Folsom and Santa Clara data center sites. The implementation consisted of the installation, configuration, and customization of Remedy ARS 4.0, Help Desk 4.0, Service Level Agreements 4.0, ARWeb 4.0, Flashboards, Asset Management 4.0 when released and Change Management 4.0 when released on a Unix and Oracle platform utilizing Remedy's Distributed Server Option over multiple sites.

Responsibilities of this position were:

• Provide daily supervision and work direction for the Remedy development team.
• Liaison with Intel representatives to define user requirements based on the tool functionality, prioritization of requirements, negotiation and adherence of release schedule, and implementation of a change management process to facilitate new and out-of-scope requirements.
• Participate in Interim Release Change Management Process to facilitate the implementation of critical change requests in between release sets.
• Work with other product Lead Architects to develop and implement integration strategy.
• Work with systems administration and engineering staff to develop and implement data backup and development to production migration strategy.
• Back up development team as necessary in areas of requirements implementation, tool administration, functional testing, and troubleshooting.

Confidential

Call Center Consultant

Confidential was a public company whose primary service offering was the remote management and support of desktops, servers, and networks for small to mid-size companies 50 2000 desktops in the Northern California region. One of the key components of Recom's service offering was the Recom Operations Center ROC that would act as the single-point-of-contact for clients seeking IT services.Reporting to the Vice President of Operations, the Call Center Consultant's primary responsibility was to design and implement Recom's ROC. The Call Center Consultant also worked in an advisory capacity to Recom's senior management in the areas of client service offerings, both present and future service level definition and management business plan development organizational structure and sales and marketing strategies.

consulting experience continued

Responsibilities of this position were:

• Analysis, selection, implementation, and customization of a problem management tool. The tool selected was Remedy ARS 3.2.1 with Microsoft SQL 6.5 on a Windows NT 4.0 Server platform. The implementation also included the installation of AR Web 3.0 and Help Desk Module 3.0 and customizing them to meet Recom's multi-client requirements.
• Oversee the implementation of the knowledge management system - ServiceWare Knowledge Pak and Knowledge Archictect on Microsoft SQL 6.5. Design the utilization of this tool from within Remedy and oversee its integration.
• Work with Recom's Network Operations Manager in the analysis and selection of a remote desktop management tool.
• Work with Recom's senior management in the design and selection of a new facility to house the Remote Resolutions Center.
• Design an ACD/CTI/Voicemail solution to be implemented in Recom's new facilities. This includes developing an RFP for distribution, review of submitted proposals, participating in the vendor selection process and overseeing the implementation of the selected proposal.
• Design staffing model to identify required positions, their respective roles and responsibilities, skill-sets, educational requirements, and target performance metrics in order to meet Recom's baseline service levels.
• Develop the internal processes necessary for the ROC to meet its objectives.
• Work with external support group management to develop cross-functional processes.

Confidential

Call Center Implementation Manager - Consultant

Confidential in an effort to reduce total cost of ownership of its over 2000 workstations, procured a process-oriented model that would allow them to move to a standardized NT desktop environment throughout their organization. Identified in the model as a crucial component to the success of this transition was the implementation of a single-point-of-contact Call Center. The Call Center would be staffed with expert analysts in order to achieve an on-line resolution rate of 80 without sacrificing service level agreements.The Call Center Implementation Manager is responsible for establishing the new Call Center as per the procured model. Once implemented, and service levels were being met consistently, the Call Center Implementation Manager was to transition over the role to a full-time PanCanadian employee.

Implementation responsibilities of this position were:

• Ensure the successful transition and eventual dissolving of the existing Help Desk.
• Design interim and final ACD solutions for the Call Center.
• Design interim and final solutions for the Remedy call tracking system that the Call Center and all service delivery members will utilize.
• Design and implement analyst performance review process.
• Negotiate support processes with internal service delivery groups and how they will interact with the Call Center.
• Develop and implement the internal processes necessary for the Call Center to meet its objectives.
• Design, develop and implement a reporting process to measure service delivery performance with respect to service level agreements.
• Develop and implement training plan for new Call Center Analysts.
• Plan and coordinate relocation of the Call Center to a new facility.
• Design, communicate, and reaffirm that vendor practices are aligned with PanCanadian objectives.

Operational responsibilities of this position were:

• Coordination of activities necessary for the immediate short-term resolution of incidents so that clients can resume their work as rapidly as possible following a failure.
• Ensure the customer who initially registered the failure formally accepts all solutions.
• Minimize the effects of failures on service levels.
• Ensure that the Incident Control process and working practices are effective and efficient.
• Ensure that all stakeholders are sufficiently involved in the Incident management process.
• Ensure that business management is sufficiently informed as to volume, impact, and cost of incidents.
• Ensure the motivation and performance of the Call Center organization.
• Administrate and maintain the Remedy call tracking system.