Project Manager Resume Bronx, NY - Hire IT People

Summary Experienced Remedy Developer adept with working with both custom and out-of-the-box Remedy Solutions.

Work Experience

Remedy Developer 8/06 - 10/08
Confidential, New York, NY

Improved user experience with customized Remedy ARS-based Customer Support 6.3 & Help Desk 6.0 modules by modifying forms, active links, filters, and escalations.
Modified configuration on Remedy ARS Email Server to improve email performance on Remedy Customer Support server in a UNIX environment.
Gathered requirements and migrated internal Help Desk system from Remedy to HEAT.
Modified Help Desk HEAT configuration to mimic Remedy functionality.
Utilized Crystal Reports for both ad hoc and regular reports on both Remedy and HEAT systems.
Provided 100+ global users with training and support on both Remedy and HEAT systems, with training sessions in person and via Webex.
Oversaw maintenance to both Remedy and HEAT systems, including patch installations.

Application Support Engineer 5/00 - 11/05
Confidential, New York, NY

Designed forms and created workflow to help build company's Operations Support System, a custom application based on Remedy ARS 4.5.2 in a UNIX environment.
Improved previously unutilized out-of-the-box Remedy Help Desk 4.0 solution in a Windows environment by redesigning form to make it more relevant and adding requested workflow.
Created workflow to integrate the Help Desk server with the OSS and allow Help Desk technicians to easily retrieve information from the OSS while using the Help Desk application.
Administered the Remedy Mid-Tier (previously Remedy Web) application to facilitate users' ability to access the OSS on the Web.
Provided 100+ users with training and support on the OSS.
Provided continued development on both OSS and Help Desk systems in accordance to requirements set by the MIS Manager and Help Desk manager, respectively.

Project Manager 9/99 - 4/00
Confidential, West Chester, PA

Modified forms and workflow to improve Remedy ARS 3.2-based custom solution utilized by the Network Management Center, which supported Comcast Telephony customers and internal network connectivity.
Added new Multi Dwelling Units to Remedy system to allow Network Management Technicians to easily provide provisioning information for Comcast Telephony customers in those units.
Created custom trouble-ticket solution for IT Support group, based on requirements provided by the group's manager. Created all forms, active links, filters, and escalations utilized by the solution. Trained all users in the IT Support group.
Maintained integration between Remedy trouble-ticket system and NeuralStar alarm monitoring system to allow pertinent Remedy trouble ticket numbers to display on the pertinent NeuralStar alarms.
Provided primary support & development of the Remedy trouble-ticket system, and provided secondary support & development of the NeuralStar alarm monitoring system.

Network Management Technician 1/98 - 9/99
Confidential, West Chester, PA

Monitored Comcast network elements on various networks and tracked alarms with trouble tickets using Remedy.
Performed troubleshooting for Comcast local telephone customers.
Provided central office provisioning on the DSC Litespan 2000 and Lucent SLC-2000 for local telephone customers and recorded provisioning information in Remedy.
Provided training for new Network Management Technicians.

Adjunct Lecturer 8/97 - 12/97
Confidential, Bronx, NY

Taught one course in Digital Electronics in the Department of Physics and Technology.
Prepared and conducted all lectures and laboratory exercises related to this course.
Assigned weekly homework assignments, exams, one project and a final exam for 20 first- and second-year students.
Performed all administrative duties related to this course.

Skills BMC Remedy ITSM 7.x, Remedy Action Request System Administration versions 3.0 through 7.1, ITIL V3 Foundation Certification, BMC Atrium CMDB 2.1, BMC Remedy Asset Management 7.x, HEAT Administration, Crystal Reports XI, Navision, MSSQL, Windows XP, Unix, C, HTML, Excel, Access, Visio, MATLAB/Simulink, Mathematica, Maple.

Education

Department of Electrical and Computer Engineering
Recipient of Master of Science in Electrical Engineering Degree
Department of Electrical Engineering
Recipient of Bachelor of Science Degree
Recipient of New York State Regents Diploma

Coursework Communications in Computing, Advanced Digital Signal Processing, Random Processes, Discrete-Time Control Systems, Control System Design.

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