SUMMARY:

• Solution Architect with extensive experience passionate about architecting “BMC Action Request System” & “ServiceNow” applications in a team environment using an assortment of technologies. Collaborative team leader with expertise in managing environments, enjoys mentoring developers, and thrives on learning new technology.

TECHNICAL SKILLS:

MISC Applications: Splunk Tools MS SCCMMISC Languages: CSS HTML/XHTML Java JavaScript Perl PHP Shell scripting SQL XML/XSL Visual Basic

Databases: IBM DB2 MySQL Oracl MSSQL Operating Sys: AIX/Linux/UNIX Windows SVR 2003 Windows SVR 2008 Clients: Windows Vista/XP Windows 7 Dameware AR User Tool AR Admin Tool DevStudio 7.5/7.6 Crystal Reports - expert

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

ServiceNow (SNOW) Consultant

Responsibilities:

• Serve as a technical expert for the tools relating to the asset and configuration function, including the governance, automation, maturity, and design and development activities within those tools, to provide best practices guidance and expertise.
• Responsible for, manage, and protect the integrity of the assets, services, and all configurations in the organization to support the consistent delivery of the business process.
• Serves as ServiceNow Discovery Planning, Implementation, Development & Administration.
• Gathering requirements for ServiceNow Notify (On-Call) process, as part of processing an incident alert, a conference call can be created between support users.
• Created and customization of workflow for Service Catalog Items (Requests, Items & Tasks) for Procurement process (Asset Management, Purchase Orders, Transfer Orders, Shipping/Receiving).
• Gathering requirements, development & designed of new process for Incident Management, for specific requirements for the following groups (Customer Engagement Center & Technology Operation Centers).
• Gathering requirements, development & design of Change Management process for (Normal, Standard, Expedite & Emergency) changes.
• Customized Call Interactions (new call) to resolve reporting deficiencies. Added “Open by group”, “Category” & “Sub-Category” fields to the call record form.
• Build-out of the Service Catalog (Business & Technology Catalog).

Confidential, Alexandria VA

BMC/Remedy Architecture Expert

Responsibilities:

• Gather Requirements for BMC Asset Management Project (Highly customized application). Move from BMC Remedy Version 6.3 Asset Management data to BMC Remedy Version 7.6 model for BMC Remedy.
• Gather requirements, align ITIL-based process requirements and system configuration options, and document recommended solutions for BMC Remedy ITSM Version 9.1.
• Created the following process, requirements (Analysis), Advance Design, & Business Services Model Application.
• Designed and developed client scripts, UI policies, Business Rules and java scripting.
• Implemented UAT activities in coordination with business units for both applications (BMC Remedy.
• Executed projects and formulated technical and functional design requirements for BMC Remedy.
• Created various workflows for Incident Management, Change Management, Service Requests and SLA’s for BMC Remedy.
• Integrated tools with ServiceNow applications utilizing mid servers and email technologies.
• Updated ServiceNow Project Module to integrate Test Case Tracking along with Issues.
• Managed Splunk tools for all Machine devices & the cloud.
• Cleared Public Trust Background Investigation.
• Created the ITIL processes to support ITSM Tool set, gather ServiceNow requirements (Analysis), Advance Design, & Business Services Model Application.
• Planning, and facilitating rollout of new applications and modules for ServiceNow.
• Manages development efforts pertaining to modules of the ServiceNow platform using JavaScript, including support for newly developed modules or major releases.

Confidential, Brainerd, Minnesota

BMC/Remedy Architecture Expert

Responsibilities:

• Conducted health check of (ITSM Suite) including Hardware and Software Requirements of Version 8.1: (Action Request System, Approval Server, Email Server, Assignment Engine, Java Development Kit, Mid-tier, Atrium CMDB, ), Atrium Discovery Dependency Mapping (ADDM), BMC Integrator, Incident, Problem, Change, Service Request Management, Work Order Management, and Knowledge Management). Recommended changes to the Change Management Executive board.
• Created Product Staging form to assist in importing foundation data of products into the AR System Database.
• Gather requirements, align ITIL-based process requirements and system configuration options, and document recommended solutions.
• Created the following process, requirements (Analysis), Advance Design, & System Heath Check documents.

Confidential, Park Ridge, New Jersey

BMC/Remedy Architecture Expert

Responsibilities:

• Assisted in Kick-Off meetings, assessing discovery data, identifying and address resolution of credential issues, and review data quality by Operating System. Verify and validated each CMDB attributes.
• Conducted health check of Atrium Management Configuration Database (CMDB), and Atrium Discovery Dependency Mapping (ADDM). Recommended changes to the Change Management Executive board.
• Recommended changes to CMDB Configuration and ADDM Integration to the CMDB environment and setup attribute mappings and scheduling of updates to CIs.
• Validate and Test the discovery data from the network components. Verify data captured and pre-existing data is intact.
• Created and tested Normalization Jobs, and Reconciliations Jobs. Verify precedence’s rules against each CMDB attributes.
• Completed Health Check Document to for the Customers.
• Gather requirements, align ITIL-based process requirements and system configuration options, and document recommended solutions.

Confidential, in St. Louis, MO

BMC/Remedy Architect Expert

Responsibilities:

• Assisted in Kick-Off meetings, assessing discovery data, identifying and address resolution of credential issues, and review data quality & good data to migrate. Major contributor on large projects involving migration of data from Medco Remedy 7.5 to Express-Scripts Remedy 7.6 system.
• Build-out & Architect large-scale environments on VMware systems (Development, QA, Sandbox, & Production). Conducted health check of all environments.
• Recommended technical changes to the Change Management Executive board (CAB).
• Gather requirements, align ITIL-based process requirements and system configuration options, and document recommended solutions.
• Major Contributor for Configuration Management Systems/Program. Align new technology in cloud computing (Atrium BMC Integrator).

Confidential, Oklahoma City, OK

BMC/Remedy Solution Architect

Responsibilities:

• Experience in architecting environments by installing and configuring AR System and all related ITSM Suite Modules.
• Customized the OOB Help Desk, Change Management, and Asset Management as per the company's business requirements.
• Upgraded AR Server 7.0.1 to 7.6 and Migration of all foundation, process setup and transactional data.
• Managed 45 environments in Sandbox, Development, QA/Test, Production, and .
• Integration and enhancements to the reconciliation criteria from OOB Configuration Discovery Client Automation and Atrium Discovery and Dependency Mappings. Managed the Gold Dataset of 5 Million + Configuration Items (CI’s).
• Created Reconciliation Datasets, Identifications Rules and Precedence Rules to conform to customer business needs.
• Worked with UAT team to prepare a user document and business process document for .
• Synchronized Acceptance and Production servers using Remedy Migrator, code move for enhancements and defect is done by using migrator tool (development*test*production*).
• Worked on the performance of the application by adding indexes on commonly used fields and setting QBE match, avoiding the server termination by excluding the escalators and distributed servers.
• Provided mentoring and guidance to Remedy Developers in Customization of the ITSM.
• Gather requirements, align ITIL-based process requirements and system configuration options, and document recommended solutions.
• Team Leader during Go-Live on Production System is ready to go.
• Provided post-implementation support to End-Users on all ITSM Modules.

Confidential, Falls Church, VA

BMC/Remedy Solution Architect

Responsibilities:

• Automated the importation of Castle Customers in the ITSM Service Management.
• Analyzed, designed, and developed automated processes for CASTLE Customers.
• Installed and configured BMC Action Request System, Assignment Engine, Approval Server, Email Engine, Flashboards, and CI Viewer.
• Installed, configured and customized - BMC Atrium CMDB for Confidential Server Maintenance Faculty Group.
• Installed configured, and customized - Service Desk (Incident and Problem Management modules).
• Installed configured, and customized - Service Level Management module.
• Installed configured, and customized - Remedy Knowledge module.
• Analyzed, designed, developed, implemented and maintained moderate to complex initial load and incremental ARS mappings and workflows to provide data for foundation data for ITSM Modules (Incident, Problem, Service level, CMDB, Foundation).
• Trained Confidential Administrators in the Remedy Administrators in the following areas, (Import of Foundation Data, Knowledge Management Maintenance, Service Level Agreements, Atrium Integration Engine Imports, and Reconciliations Jobs).
• Build integrations through Email to create incidents into the Incident Management Module.
• Provided mentoring and guidance on Change Management in the following approval and assignee processes (Change and understanding when Change Management is initiated in Remedy; Change Management Workflow; Roles and responsibilities in the Change process; Functions of the various review and approval boards; Approval Matrix and Approval Guidelines; Change Statuses; and Approve or Reject a Change Record.
• Conducted Configurations on ITSM Modules (Atrium CMDB, Configuration Management. Asset Management, Service Desk, Change Management and Service Request Management).
• Provided mentoring and guidance to Remedy Developers in Customization of the ITSM.
• Gather requirements, align ITIL-based process requirements and system configuration options, and document recommended solutions.
• Team Leader during Go-Live on Production System is ready to go.
• Provided Post-Implementation support to End-Users on all ITSM Modules.

Confidential, NY

BMC/Remedy Solution Architect

Responsibilities:

• Installed and configured BMC Action Request System, Assignment Engine, Approval Server, Email Engine, Flashboards, and CI Viewer.
• Installed, configured and customized - BMC Atrium CMDB.
• Installed configured, and customized - Service Desk (Incident and Problem Management modules).
• Installed configured, and customized - Service Level Management module.
• Installed configured, and customized - Remedy Knowledge module.
• Analyzed, designed, developed, implemented and maintained moderate to complex initial load and incremental ARS mappings and workflows to provide data for foundation data for ITSM Modules (Incident, Problem, Service level, CMDB, Foundation).
• Provided DBA services such as Backup/Recovery scripts, index management, performance tuning, optimization, and troubleshooting and database capacity management.
• Hosted planning meetings and teleconferences with all space centers to define requirements of new custom workflow.
• Provided documentation of requirements and produced Visio graphs to support processes. Documentation and graphs were required for every enhancement made to the ITSM applications.

Confidential, Atlanta, GA

Responsibilities:

• Customized Change Management and Task Management module.
• Provided DBA services such as Backup/Recovery scripts, index management, performance tuning, optimization, and troubleshooting and database capacity management.
• Handled several outstanding issues with EMS Support and BMC Support Center dealing with Action Request System Email Engine.
• Hosted planning meetings and teleconferences with all space centers to define requirements of new custom workflow.
• Provided documentation of requirements and produced Visio graphs to support processes. Documentation and graphs were required for every enhancement made to the ITSM applications.
• Developed reports against Remedy database to depict SLA compliance for 40 customers with Crystal Reports 9.0.

Confidential, Somers, NY

Responsibilities:

• Gathered Requirement for Phase I, II and III of project. Drafted and Submitted document to Pepsi Management Team.
• Installed, configured and customized - BMC Atrium Integrated Engine.
• Created Data Exchanges, Data Mappings
• Improved, build and configured their existing Reconciliation processes which processed the records over a 20 + hours period and cut the time down to less than 4 Hours. Did planning, design for CMDB Reconciliation and overlay datasets.
• Installed, configured and customized Configuration Management and Foundation Discovery tools.
• Developed ARS form as a frontend to CMDB to managed RMA process for hand held devices. They tracked 10,000 end-items Confidential .
• Hosted planning meetings and teleconferences with all space centers to define requirements of new custom workflow.
• Provided documentation of requirements and produced Visio graphs to support processes. Documentation and graphs were required for every enhancement made to the ITSM applications.

Confidential, Atlanta, GA

Responsibilities:

• Hosted “planning meetings” to provide presentations of regurgitated requirements to support requirements gathering.
• Installed and configured BMC Action Request System, Assignment Engine, Approval Server, Email Engine, Flashboards, and CI Viewer.
• Architecture of new environments for Development, QA Test and Production servers.
• Crystal Enterprise 9.0 Configuration including system design, security design, and infrastructure design.

Confidential, Atlanta, GA

Responsibilities:

• Installed, configured and customized Service Level Management and Data Collector.
• Hosted “planning meetings” to provide presentations of regurgitated requirements to support requirements gathering.
• Created Contracts, Service Level Agreements, Targets and Milestones.
• Completed performance turning of their “AR System” environments.

Confidential, Clearwater, Florida

BMC/Remedy Solution Architect

Responsibilities:

• Implementation & Configuration of Remedy 7.1 & ITSM 7.x Suite and maintenance.
• Performing software development and configuration of Remedy Service Management tools.
• Requirement Analysis, Preparing effort estimation, Designing, Development, Testing and Code review. Perform functional and regression testing.
• Code Migration from development systems to TEST and Production systems.
• Coordinating with various teams during Development and Testing Phases.
• Prepare deployment documents, in life support procedural documents.
• System Administration of Remedy Action Request System.
• Perform gap analysis and prepare requirements document to remediate identified gaps.
• In corporate ITIL best practices into Applications.
• Hosted “planning meetings” to provide presentations of regurgitated requirements to support requirements gathering.
• Created customized source staging forms to import into CMDB Classes.
• Completed performance turning of their “AR System” environments.

Confidential, Columbia, Maryland

BMC/Remedy Solution Architect

Responsibilities:

• Led and managed Naval Criminal Investigation Services (NCIS) Development team.
• Performed build-outs for UNIX Sun Solaris environments. Installed Sun Solaris 9 operating systems, and pre-configured (Oracle v9i) database.
• Installed, configured and customized AR System Server version 6.3, Approval Server, AR System Email Engine.
• Installed, configured, and customized Atrium CMDB, Help Desk and Change modules.
• Intergraded LDAP AREA plug-in for single authentication using Sun environment for 3000 + users. Greatly reduced administrator’s burden to create customer accounts in the Action Request System.
• Intergraded LDAP ARDDBC plug-in for allow searching, updating, manipulating of LDAP directory data through multiply remedy forms. Created ARS workflow to update the Service Management suite.
• Implemented ITSM best practices and business services for a Naval Criminal Investigative Services (NCIS) organization that included developing best practices for ITSM for Service Level, Change, Incident and Problem, and Business Service Continuity Management across people, process, technology, organization and integration.
• Hosted planning meetings and teleconferences with all space centers to define requirements of new custom workflow.
• Provided documentation of requirements and produced Visio graphs to support processes. Documentation and graphs were required for every enhancement made to the ITSM applications.
• Developed plan for NCIS personnel in Help Desk, Change Management, and Assets Management.
• Trained 100 + NCIS Personnel in Best Practices in Help Desk, Asset Management and Change Management processes.

Confidential, Columbia, Maryland

BMC/Remdy Solution Architect (Cont.)

Responsibilities:

• Creating design documentation to approve by customer focus groups.
• Customized workflow design to support new functionality within each module.
• Developing test scripts for testing groups.
• Requirements gathering.
• Developing custom Crystal reports - version 9.
• Customizing out-of-the-box Crystal reports for all Remedy modules and financial systems.
• System documentation
• Mid-Tier (web) development/deployment.
• Development efforts support enterprise users; over 2,400 users across U.S.

Confidential, Irving, Texas

BMC/Remedy Solution Architect

Responsibilities:

• Led and managed GBT Global Call Center Development team. Performed build-outs for Windows environments. Installed Windows 2003 operating systems in English and Japanese, SQL 2000 Database in English and Japanese, Multi Language Integration (MUI) for English and Japanese Operating Systems, ARS Server - version 6, Mid-Tier application, and Java ServletExec application for IIS Admin for windows platforms.
• Installed and customized BMC/Remedy Help Desk 5.6 in English and Japanese environments. Created Failure Notification Questions for external and internal customers (FAQ) and intergraded with Remedy Help Desk 5.6.
• Developed enhancements for GBT Call Center FAQ application help desk tickets to increase customer care productivity by 50 percent. The Enhancements to business rules to restrict certain groups for opening, pending, in work, monitoring & closing tickets. This allowed the managers to take control of all their tickets assigned to them.

Confidential, Dallas, TX

BMC/Remedy Solution Architect

Responsibilities:

• Led and managed Network Operations team of 2 people to ensure high level of development for quarterly releases for a XO Communications for the Information Technology and Network Operations Departments.
• Assisted in environment changes in (Development, Test & Production) systems for Information Technology and Network. Moved from HP to Sun Solaris environments. The following upgrades to Operating System: Solaris 9, Database - Oracle 9i, Remedy ARS - Version 5.1.2 and Mid-Tier 6.3.
• Developed enhancements for Network Operations trouble tickets to increase customer care productivity by 50 percent. The Enhancements to business rules to restrict certain groups for opening, pending, in work, monitoring & closing tickets. This allowed the Managers to take control of all their tickets assigned to them.
• Performed a major migration from remedy and clarify into Siebel Customer Relationship Management (CRM) for Customers Contacts and Asset Information. Customers contact information exceeded 900,000 + records.
• Enhanced NetCool functionality on creating trouble tickets through alarms to add several fields critical in the NetCool front-end. The visual ad at first glance of the graphical interface of NetCool change dramatically not miss critical information. The information was passing into remedy.
• Currently implementing (from design documents) new approval functionality of deployed Network system - Project includes detail design, and coding of Remedy using XML Windows services User Interface (JavaScript and XML) and every logical layer in J2EE architecture.

Confidential, Dallas, TX

Lead Remedy Developer

Responsibilities:

• Responsible for Managing the IT Remedy Application and customizing (ARS) Action Request System. Custom Modules: OneCaLL, Help Desk, eFAST Help Desk, Change Management, Asset Management, and Service Level Agreements. Remedy Modules: CRM, Asset Management, Quality Assurance, Change Management, and Service Level Agreement (SLA). Team Lead - Developer for virtual Team Operating Support Solutions (OSS).
• Working as a global programmer 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 4.5.2 solution for eFAST Online Services in a five-month timeframe.
• Successfully implemented and stabilized the Customer Care Call Center which supports 100,000 + Phone Customers. 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%.
• 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 organization. ed of Merit from the Multi-Vendor process. Hal-Tec End-to-End Telecommunications Solution of Digital Equipment. The was in recognition of outstanding performance as the Lead Developer in the pilot program for 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.
• Negotiate, document, and implement a change management process for both internal change control as well as the facilitation of external requests submitted by Independent Representatives.
• Enhanced NetCool functionality on creating trouble tickets through alarms. Used the emaild.sh process to create trouble tickets. The NetCool alarms information process flow-through into the remedy system on version 5.1.2.