Summary

Lead Remedy Developer

• Seeking a position as a Lead Remedy Developer with over 15 years in the Information Systems field with experience in the ITSM, Help Desk management, Project Management, Action Request System Development, Remedy Helpdesk/AR Server Asset Management Change Management, Software Development, Systems and Software Testing, Systems and Applications Maintenance, Desktop Support, and Business Continuity Planning. A resourceful, enthusiastic, flexible professional, with outstanding problem solving, communication, and leadership skills who is a team player that enjoys taking the initiative in new challenges.
• As a Remedy Developer with over 15 years of development and operational experience, I've learned customers really know their business better than anyone else and collaborating with them is the best way to exceed their expectations. I know good people can overcome huge challenges, we all have a lot left to learn, and that I can work on all these things and have a great time doing them.

Specific Strengths Include:

• Forging relationships with business partners through analysis, evaluating best practices and aligning technology to solve their issues and improve efficiencies.
• Project management skills: including needs and requirements analysis, application design and architecture, application development, testing, training, and technical user documentation.
• Bringing agile methodologies and approaches to non-traditional aspects of information technology delivery.
• Exceptional communication skills -- equally proficient discussing business details with customers as holding informed dialog with technologists.

Technical Knowledge Skills

• Since 1996 ARS 2.13 , I have used and developed in all Remedy versions through 8.1, and deployed web applications using ARWeb, RemedyWeb, custom scripts and, most recently, Remedy ARS Mid-Tier JSP . These applications have run on various UNIX and Windows operating systems and SQL Server, Oracle and Sybase databases.
• I have installed, configured and customized the Remedy out of the box applications of IT Service Management ITSM including the individual core components of Help Desk, Change Management, Asset Management, and Service Level Agreements , Customer Relationship Management CRM . Custom-designed and built applications have included help desk, asset management, change management, bug tracking and Customer Relationship Management CRM .
• Skilled in requirements gathering and development of Application Analysis documents. Experienced in all phases of workflow and business rules design, project architecture, management and planning. All facets of documentation including workflow, entity relationship diagrams, design specifications as well as documentation for end user and administrators.

Technical Knowledge Skills cont.

• Administering AR Remedy System 2.13 8.1
• Remedy 4.5/7.6 Performance Tuning and Troubleshooting
• Remedy 4.5/7.6 Distributed Server Option
• Mid-Tier 7.0 / 7.6
• Remedy Asset Management
• Remedy Change Management
• Remedy Help Desk
• Remedy Service Level Agreements
• Siebel eBusiness 2000, Siebel Sales Call Center 99.5/99.6, Siebel Communications.
• Siebel Tools, Product Configerator , EIM, Workflow Manager, Assignment Manager, Actuate Report.
• Operating Systems: Windows NT/95/98/2000/XP Professional/2007, Unix, Mac 9.0
• Web Server: Apache, IIS, Tomcat
• PMI Certified June 2006

Professional Experience

Confidential

• Act as Lead Remedy Developer on a team of 5 who provide support for 10k employees worldwide.
• Supervise project teams, including programmers, web designers.
• Met regularly with interdepartmental work group to monitor and evaluate the portal, discuss policy issues and recommend service improvements/enhancements.
• Initiated cross-training with other departments to improve workflow and streamline project completion.
• Trimble was using an out-of-box Remedy CRM Solution to meet business needs. I've redesigned the entire Remedy Application from ground up to meet today's business requirements.
• Created a Remedy Web Application using Mid-Tier to allow over 150 Dealers to submit their own Remedy Tickets. Dealer Warranty Claims, Service Work Orders and Sales Leads
• Created a Remedy Plug-In for our Service Department and Order Fulfillment Department. This Plug-In is fully integrated with the Desktop Application both departments use for auto-phone popping and data popping for Regional Fulfillment Center tickets and Support Request tickets.
• Improved Trimble's overall Sales Force program to include a fully automated Sales Lead system that auto-assigns Sales Leads to the appropriate Regional Sales Managers based on location.
• Involved with training 2 other companies Tripod Data Systems and Pacific Crest who Trimble acquired. We built custom Remedy Applications for each company.
• Created a Remedy Web Application for Cat Electronics for returned CTCT parts.

Confidential

• Lead BMC Remedy Action Request System architect/developer.
• Transitioned MCI from on old Lotus Notes system to Remedy.
• Provided leadership for software development lifecycle of three distinct technology groups in support of MCI's National Call Center.
• Introduced agile methodologies across all aspects of the development cycle, resulting in improved customer satisfaction and software quality, while reducing time to delivery.
• Worked closely with I.T. Director in setting strategic goals for I.T. department and customer relationships.
• Budget responsibility for Information Systems, with input to overall I.T. budget process.
• Lead Report Writer. Using Crystal Reports 8.5, I maintained and developed over 100 custom reports. Using armaced macro editor .

Confidential

• BMC Remedy Action Request System architect/developer/consultant.
• Provide leadership for software development efforts.
• Established performance tracking and improved efficiencies.

General Information Technology Knowledge:

• UNIX: Sun Solaris, HP UX, Linux, etc. General System Administration including Apache web server, sendmail, cron jobs and disk utilization. Various client tools including email Pine Elm , WWW Lynx , Text Editors vi pico , Gopher, Telnet, FTP, USENET newsgroups tin, trn pine .
• Windows: Including Internet services IIS and Exchange Mail. General administrative functions including user set-up, event management, service administration and managing data integrity.
• Databases: Oracle, Sybase, Informix, Microsoft SQL Server MySQL.
• Languages: Experienced in HTML, C, C , TCL, TCP/IP, Networking, NT Remote Access, Novell IPX/SPX , ISDN, HTML editors including Microsoft Frontpage and MacroMedia Dreamweaver Ultradev.