SUMMARY

• 15 years of software configuring, analysis, design and development experience with Remedy ARS 4.x/6.x/7.x/8.x/9.x
• Managed developers both on and off shore.
• Experience with SCRUM and Agile Methodologies.
• Extensive experience with Tier 1/2/3 support.
• Extensive experience with DevOps tools Jenkins & JIRA.
• Extensive experience supporting/administering a Tier 1 Application.
• Specialized in installing, developing, troubleshooting, and administering Remedy ITSM Suite 6.x/7.x/8.x/9.x, Mid - tier, OS3 SPO/SID, and BOXI reporting server.
• Extensive experience utilizing DDM (Delta Data Migration) tool during upgrades and migrations.
• Extensive experience utilizing UDM (Unified Data Management) for foundation data load into ITSM/OS3.
• Extensive experience installing/configuring SMI-T OS3 SPO/SID.
• Extensive experience in Incident Management, Change Management, Service Request Management, Service Level Management, Asset, and Problem Management and of BMC Remedy ITSM Suite 6.x/7.x/8.x/9.x with BMC Remedy Action Request server 6.x/7.x/8.x/9.x.
• Extensive experience in designing ARS applications using the BMC Naming conventions and existing client standards.
• Extensive experience in Monitoring, Troubleshooting, Installing, and Maintaining Remedy on both Oracle and Microsoft SQL databases.
• Extensive experience training on the BMC Remedy ITSM Suite 6.x/7.x/8.x.
• Extensive experience documenting customizations and enhancements on the BMC Remedy ITSM Suite 6.x/7.x/8x/9.x.
• Extensive experience building SLA’s on the BMC Remedy ITSM Suite 6.x/7.x/8.x for both internal business groups and external Customers.
• Extensive experience integrating Remedy with SSO utilizing Siteminder and JSS.
• Experience working configuring SNMP traps for Remedy and WUG (Whats Up Gold).
• Extensive experience in installing and configuring Remedy applications on various environments like Linux, Unix (Solaris), Windows (Server), LDOM, Hyper-V & VMWare virtual machines.
• Extensive experience in utilizing ITIL v2/v3 best practices on deploying the BMC Remedy ITSM Suite 6.x/7.x/8.x/9.x.
• Extensive experience in installing and configuring Remedy mid-tier utilizing Apache Tomcat, Microsoft IIS, and Apache HTTP web server.
• Extensive experience with Remedy ARS 6.x/7.x/8.x/9.x version along with full ITSM Suite.
• Extensive experience creating custom reports with Crystal Reports XI for the Remedy system based on requirements.
• Extensive experience in integration of Remedy with third party tools.
• Experience in creating Views in Remedy based on Database Tables.
• Experience in supporting and developing Custom applications based on the requirements using workflow.
• Extensive experience using the Remedy driver program to manipulate the AR System.
• Extensive experience procuring/installing SSL certificates.
• Extensive experience with Atrium integration Engine and Reconciliation Engine of CMDB.
• Moderate experience of backend Programming using Oracle, SQL Server for writing stored procedures, PL/SQL statements.
• Experience in creating technical documentation for projects.
• Extensive experience in configuring Remedy ARS server, clients Mid-tier, CMDB, BOXI server, and ITSM suite.
• Extensive experience in installing and configuring Remedy Knowledge Management (RKM).
• Extensive experience in installing and configuring BMC Dashboards.
• Extensive experience in installing and configuring BMC Analytics w/ BOXI and Atrium SSO.
• Experience installing and configuring Jaspersoft Business Intelligence software with Remedy.
• Experience with C# .NET web development and Remedy API’s.
• Experience with Javascript, AngularJS, jQuery, and AJAX.
• Extensive knowledge and experience on system troubleshooting, performance tuning.
• Extensive experience in managing and delivering projects.
• Excellent team player with highly favorable interpersonal and good communication skills.
• Natural leader, reliable, and always takes the initiative with new challenges.

PROFESSIONAL EXPERIENCE

Confidential, Walnut Creek, CA

Remedy Administrator/Developer

Responsibilities:

• Managed 2 dotted line employees for Remedy Administration/Development and off-shore REACT/AngularJS development team.
• Provided mentoring to co-workers on Remedy administration and development activities as well as guidance on how to resolve any technical issues aside from Remedy.
• Part of team to adopt SCRUM/Agile methodologies.
• Upgraded existing Remedy software from version 7.5 to 8.1.02 to 9.1 now.
• Installed/Configured SMI-T OS3 SPO/SID.
• Installed/Configured Remedy w/ITSM 9.1.
• Administered Remedy HA and DSO configured environment.
• Modified existing work-flow with hard coded values and moved to a dynamic and more relational approach.
• Developed enhancements for existing custom Remedy applications.
• Developed bug fixes.
• Developed a way to use an external FTP for large attachments in Remedy versus storing them in the existing DB.
• Developed new applications in Remedy to migrate existing applications that were created in HTML/alternate programming language.
• Installed, configured, and deployed SSO utilizing Site minder and Java System Solutions.
• Wrote JAVA web service to consume a REST service and publish it as SOAP in order to utilize it in Remedy.
• Wrote JAVA program to upload Remedy attachments securely to an FTP server.
• Architect-ed new hardware production and disaster recovery environments for Remedy.
• Completed full review of current Remedy configuration and presented findings which included ways to improve performance, maintenance, and configuration/development standards.
• Documented existing server configurations, passwords, and architecture.
• Provided mentoring to co-workers on Remedy administration and development activities as well as guidance on how to resolve any technical issues aside from Remedy.
• Modified back end data using Oracle PL/SQL.
• Managed and installed SSL certificates where needed.
• Developed and administered eBonding for NOC and external partners.
• Led NRB/Care customer meetings.
• Led Remedy system hardware migration which consisted of installing, configuring, testing, and implementing Remedy on new virtual hardware.
• OS3 implementation technical lead.
• Requested/configured/managed virtual hosts for confidential.
• Implemented device hostnames relational data for NCC and NOC.
• Created new relational Questionnaire data for Care (ACSS)/NRB

Confidential, Boca Raton, FL

Remedy Administrator/Developer

Responsibilities:

• Project/Program lead on Remedy 7.5 implementation, 7.6.04, and 8.1 migrations.
• Managed 2 dotted line employees for Remedy Administration and Development.
• Managed Remedy licensing costs and sought price reductions from BMC.
• Provided mentoring to co-workers on Remedy administration and development activities as well as guidance on how to resolve any technical issues aside from Remedy.
• Provided mentoring on ITIL standard processes to co-workers as well as management.
• Provided architectural design of the Remedy 7.6.04/8.1 system from the ground up. I.e. Server hardware specifications, software configuration, and load balance configuration.
• Provided training on enhancements and OOB Remedy ITSM suite.
• Served as BMC Remedy ITSM package solution and program lead on development.
• Analyzed, designed, and delivered Customer solutions within BMC Remedy 7.6.04/8.1.
• Redesigned Incident, Problem, and Task screen for better usage by customer care.
• Adapted best practice view for Task screen.
• Invoked and consumed web services for Remedy portal and Provisioning Marketplace project.
• Created and implemented group notification templates.
• Created and implemented Customer Care Retail/Reseller and OEM SLA’s.
• Created and implemented notifications to PPA members for VIP customers.
• Created and implemented Email Branding workflow in Remedy 7.6.04/8.1.
• Created reports in BOXI showing usage of certain categories, agent’s time spent on cases for Finance, Aging, and RKM usage data.
• Translated Customer Care and Management requirements into Remedy implementation.
• Properly estimated LOE’s for development work needed.
• Created application in .NET to import Customer and customer related data from one Oracle DB to the Remedy Oracle DB on a schedule.
• Created application in .NET to run and restart the RKM Java service at a scheduled time.
• Installed and configured Remedy ARS w/ ITSM 7.5 on a High Availability (HA) 8 ARS server environment.
• Upgraded and configured Remedy ARS w/ ITSM 7.6.04 and RKM 7.6.04 on same environment.
• Developed enhancements in coordination with existing Confidential processes.
• Developed multi-tiered categorization structure to replace 3 tier operational and 4 tier product category structure.
• Installed and configured BMC Analytics w/ BOXI.
• Installed and configured BMC Dashboards 7.6.04.
• Installed and configured Remedy Knowledge Management (RKM) 7.5.
• Installed and configured Jaspersoft BI integration for Remedy.
• Loaded more than 800,000 customers using AIE.
• C# .NET web development created Remedy reporting and hardware tool.
• C# .NET web development helped create Remedy Web Portal using Remedy .NET API’s.

Confidential, Miami, FL

Remedy Admin (Team Lead)

Responsibilities:

• Installed and configured Remedy ARS w/ ITSM 7.6.
• Supervised and lead knowledge transfer to CSC outsourcing Remedy Administrator/Development group.
• Managed three off-shore Remedy administrators/developers.
• Migrated existing Employee Management application to utilize Service Request Management.
• Developed enhancements in Service Request Management module.
• Provided training for Remedy ITSM version 7.5 system.
• Lead for migration from Remedy version 6.3 w/ Help Desk, Change Request, SLA, and Asset to Remedy version 7.5 w/ ITSM Suite 7.5 including Service Request Management.
• Installed and configured Remedy ARS w/ ITSM 7.5, mid-tier, and BOXI reporting.
• Developed key standard reports used globally in IT.
• Provided training for Remedy ITSM version 6.3 system.
• Migrated to Remedy version 6.3 w/ Help Desk, Change Request, SLA, and Asset from Remedy 4.5 w/ Help Desk and Change.
• Installed and configured Remedy ARS 6.3 w/ Help Desk and Change.
• Developed and implemented new-hire on-boarding process within Remedy integrating with PeopleSoft/Tibco.
• Provided daily and on-call support for Remedy system.
• Lead Asset Management project to populate CMDB with Desktops, Laptops, Monitors, and Software Contracts.
• Administered Remedy ARS w/ Help Desk and Change version 4.5 systems.

Confidential, Miami, FL

Advanced Microcomputer Tech

Responsibilities:

• Tier 2 Mcafee EPO Administration support.
• Tier 2 Corporate Email Firewall (Tumbleweed) support.
• Tier 2 Lotus Notes Administration support.
• Tier 2 Windows NT, 2000, XP support.
• Tier 2 Remedy support/junior administrator.
• Team lead - Novell Netware to Windows migration desktop support.
• Helpdesk liaison to Corporate DR Planning task force.
• Team lead - Common desktop project - policy development, deployment, enforcement; evaluation and roll out of patches and upgrades.
• Team lead - Corporate laptop images project.
• Deployed and maintained Helpdesk FTP server.
• Mentor/Trainer for new technicians.
• Team lead - Helpdesk. Attended Helpdesk Supervisor training program before being promoted to Systems Administrator.
• Managed IT Helpdesk call center and desk-side operations as second in command.

Confidential, Miami, FL

Microcomputer Tech 

Responsibilities:

• Started career as IT Help Desk technician for Confidential, FL.
• Tier 2 Mcafee EPO Administration support.
• Tier 2 Corporate Email Firewall (Tumbleweed) support.
• Tier 2 Lotus Notes Administration support.
• Tier 2 Windows NT, 2000, XP support.
• Tier 2 Remedy support/junior administrator.
• Team lead - Novell Netware to Windows migration desktop support.
• Helpdesk liaison to Corporate DR Planning task force.
• Team lead - Common desktop project - policy development, deployment, enforcement; evaluation and roll out of patches and upgrades.
• Team lead – Corporate laptop images project.
• Deployed and maintained Helpdesk FTP server.
• Mentor/Trainer for new technicians.