SUMMARY

• IT Service Management (ITSM) Subject Matter Expert with over 13 years of experience including implementation, data and systems analysis, software development, administration, Level 3 support, and project management.
• Experience providing ITSM process and tool automation guidance to various organizations, specializing in Remedy ITSM and ITIL framework.

PROFESSIONAL EXPERIENCE

Confidential

Tool Delivery Lead

Responsibilities:

• Reviewed and assessed all active tool documentation pertaining to Incident Management, Change Management, Release Management, Service Level Management and Configuration Management.
• Reviewed and analyzed all user guides, workbooks, test - cases and other documentation related to above processes.
• Held interview sessions with all available process managers and tool SME’s within COX.
• Contributed tool and technology findings, discussion, and recommendations to final report and executive presentation.
• Presented the executive presentation to the project steering committee.
• Saudi Telecom Company (Riyadh, Saudi Arabia)

Confidential

Tool Delivery Lead

Responsibilities:

• Reviewed and assessed all tool documentation related to the following process areas: Incident Management, Change Management, Release Management, Service Level Management and Configuration Management
• Reviewed and analyzed architectural diagrams (hardware, software), OOTB configuration, documented customizations, integrations, and foundation data for process areas in scope.
• Held interview sessions with tool stakeholders and process owners from NOC and Helpdesk environments to prepare findings, future state requirements, and identify gaps.
• Contributed tool and technology findings, discussion, and recommendations to a Strategic Assessment Report which was presented to the executive team. Report included maturity assessment, remediation roadmap, and approach for consolidating the tools.
• Forest Pharmaceuticals
• Performed migration of custom workflows and integrations from Remedy ITSM 7.6.4 into 8.1.01 ITSM implementation
• Performed migration of foundation data, process data, and subset of transactional data
• Performed migration of BMC Analytics for BSM reports, objects, and configuration data from BI 3.0 to BI 4.0
• Participated in go-live activities and post production support
• Southwest Airlines
• Worked with business analysts and process owners to gather requirements and define enhancements
• Performed design, development, unit testing, implementation, and production support
• Installed and configured ITSM 8.0 application in sandbox environment for integration testing & configuration
• Participated in ITSM 8.0 go-live planning and preparation
• HCL Technologies
• Client: Gulfstream Aerospace

Confidential

Responsibilities:

• Provided level 3 production support for heavily customized BMC ITSM 7 implementation to include 400 support personnel and 30,000 active end users.
• Managed and provided customization/configuration support of Incident Management, Change Management per process owner requirements.
• Lead implementation of Service Level Management structure aligned to business requirements.
• Provided process development and training around ITSM modules (Incident Management, Problem Management, Change Management, Asset Management, and Service Level Management).
• Performance Tuning & Troubleshooting of ITSM Tool as part of client’s Branched Systems team.
• Capital Group Companies
• Responsible for the design, development, implementation, and documentation packaged enhancement requests upon the existing custom applications
• Application Details: Remedy ARS 7.0.1 in Solaris/Oracle environment with ISTM 7 application suite installed. Heavily customized Incident Management application, including embedded use of ITSM Approval Server
• Served as primary production system support lead for Remedy Application Platform.
• Performed code migrations to all Quality Assurance, Staging, and Production environments, as well as back-out plans and historical documentation
• Established best-practices and technical standards for Remedy Platform
• Trained local resources on various aspects of Remedy ARS SDLC
• WIPRO Technologies - Senior Functional Consultant
• The New York Stock Exchange (New York, NY):
• Managed a Staff Augmentation initiative which provided off-shore developers and admins, replacing the internal Level 3 support structure in place.
• The Bank of New York Mellon (New York, NY & Pittsburgh, PA)

Confidential

ITSM Lead Engineer

Responsibilities:

• Lead delivery team in accessing business needs and gathering system functional requirements at both sites, Bank of New York (NY) and Mellon Financial (Pittsburg)
• Lead authoring effort of solution requirements and approved prior to client submittal
• Lead authoring effort of detailed solution design based on functional requirements
• Delivered replication of complex legacy On-Call solution to meet end-user needs while maintaining low learning curve using custom SQL, C API scripting
• Developed integration between Human Resources application and BMC ITSM 7 to create/update HR records
• Enforced development standards and SDLC within team
• Ensured successful training of customer personnel including development/delivery of training material.
• Delivered and executed solution deployment plan
• Novo Nordisk (Princeton, NJ):
• Performed Requirements Gathering with Stakeholders
• Delivered Gap Analysis, Solution Design, and other documentation
• Performed development, implementation, and unit testing of new functionality for custom web-based Remedy ARS application around current ITSM 6 implementation
• Performed Asset Management configuration & CMBD Reconciliation via BMC Atrium Core
• Financial Crimes Enforcement Network, U.S. Department of the Treasury:
• Performed development, implementation, and unit testing of new functionality for Remedy ARS application
• Performed Crystal Reports development & support
• Performed Development and implementation of custom functionality within an existing Remedy ARS application
• Client Support Services, U.S. Bureau of Census (Suitland, MD):
• Participated in design, development, and implementation of modifications to Remedy ARS trouble-management application.
• Application Details: Highly customized implementation of Remedy Helpdesk within Remedy ARS 6.x in SuSE/Oracle environment (including Change, Asset, and Approval) consisting of over 8000 objects; 500 forms, 6000 active links, and 2000 filters.
• Performed Crystal Reports & Crystal Enterprise support for clients within Census organization requiring reports from Remedy application.
• Executed performance tuning and strategic planning with regard to the applications future-state of capacity and availability.
• Verizon Global Network Services
• Performed design, development, implementation, and production support of Remedy trouble-ticketing application.
• Application Details: Remedy ARS 6.x in Solaris/Oracle environment consisting of over 3000 objects including 700 forms, 2400 active links, and 900 filters. 1300 users & 700,000 records with a rate of 20,000 records routed into the application daily. Various interfaces with other applications by way of C++, SQL, Perl, and/or Java
• Performed requirements gathering, analysis, strategic planning, testing, documentation, system administration, and user training within each development life cycle
• University Computing Support, Virginia Tec
• Performed design and migration of existing Peregrine incident tracking system into Remedy ARS platform, to include creation forms, users/groups, and required workflows
• Coordinated initial documentation, user documentation and guides, and post go-live administration
• Trained and managed helpdesk staff members to include creation and maintenance of technical reference materials and process documentation
• Administration of helpdesk personnel to include hiring, evaluations, strategic planning, etc
• Performed installation and maintenance of servers, systems, and applications with regard to Helpdesk