SUMMARY:

More than ten years of experience in Information Technology, Management, Research and ITIL best practices. Provides hands on experience in all aspects of Project Management, implementation and operations for the SDLC, Service Now, BMC Remedy AR System Applications such as ITSM and Atrium CMDB. Orchestrates technical leadership, consults, and develops/clarifies business, technology needs and requirements for various enterprise solution deployments.

CORE COMPETENCIES

• Worked on Upgrade and Migration Project Service Now, Visio
• Service Now, Asset Management Console and other consoles
• Proficient in Installation of BMC Remedy ARS 7.x, Mid Tier, CMDB 2.0, ITSM 7.6.04 and SRM
• Proficient in Foundation Data Configuration and Process Configuration of BMC Remedy ITSM which includes:
• Asset Management, - (IT Software Asset Management SAM HAM & DIGITAL
• Change Management, Incident Management, Problem Management,
• Service Level Management and Service Request Management.
• Proficient in ITSM Out of Box Process Configuration and Customization.
• Experience in CMDB for building Reconciliation Rules, Creating and running jobs in
• RE Manager, working with classes and good knowledge of Common Data Model.
• Experienced in creating documentation and training users.
• Knowledge of Crystal Reports
• Flexera (FNMS), Maximo, TechDirect, Service Broker (SBE), MYIT

TECHNICAL SKILLS:

Applications Management: Service Now, BMC Remedy ARS 8.1 - 4.x, ITSM 8.1-4.x, SLA 7.x, DSO, Migrator, CMDB

.NET Technologies: ASP.NET1.0, 2.0, ADO.NET, Win forms, WCF, Web forms, Web Services

Web Technologies: HTML, DHTML, CSS, XML, XSL, XSLT, AJAX, PHP, VB Script, JavaScript, FrontPage, Adobe Photoshop and Macromedia Dream Weaver MX

Operating Systems: Windows, Linux, Unix

Databases: SQL Server 2005-2000, Oracle 10g-8i, My SQL, DB2

Web Servers: IIS, Apache, WebLogic, Tomcat

Reporting Tools: Crystal Reports, SQL Server Reporting Services and Data Reports, TMART

PROFESSIONAL EXPERIENCE:

Confidential, Pennington, NJ

ITSM System Administrator/ Business Data Analyst (ITAM) Consultant

Responsibilities:

• Service Now/ BSM Remedy Management
• Data Management and Process Lead
• Tool, Process Workshops and Training
• Service Now, BSM, BMC Remedy ITSM 9.1 Upgrade Implementation and Customization (AM, SRM and CMDB)
• Involved in performing diagnostic actions to determine workarounds/solutions. Initiate other Service Management processes, including IT Service Continuity Management, Problem Management, and Change Management, as required to resolve the Incident.
• Lead Production Support ITSM Global team member with a prime responsibility in managing responding to user service requests - resolving critical incidents, root cause analysis within Service Now BMC Remedy Suite - Closed 95% of trouble Incident tickets on the first call without escalation.
• Worked closely with the SACM team to identify, control, record and report Services and Configuration Items to their attributes and relationships and proper maintenance throughout their lifecycle.

Confidential, Baltimore, MD

Administrator/Operations/ITSM Consultant

• Facilitated Application Analysis sessions for Incident, Problem and Foundation data required for Service Now BMC’s ITSM
• Designed and coded some customizations to the Incident and Overview management consoles.
• Developed and coded business required changes to the Service Desk system
• Implement Customizations based on customer input
• Develop Test Plans, Test Strategies and Test Cases for UAT
• Maintained data entry applications such as Flex Management and Branch Directory

Confidential

Administrator/Operations/ITSM Consultant

Responsibilities:

• Perform Pre-Migration preparation work
• Initiate DDM process moving data from non-Unicode to Unicode DB
• Perform Error Remediation

Confidential, St Paul, MN

Administrator/Operations/ITSM Consultant

Responsibilities:

• Manage Service Now/ BMC Remedy implementation project and development
• Upgrade ITSM from 7.6.04 to 8.1.01
• Implement Customizations based on customer input
• Install and configure Analytics Reporting

Confidential, Kansas City, MO

Administrator/Operations/ITSM Consultant

Responsibilities:

• Use ADDM to populate CMDB and promote to the gold dataset Service Now/BMC.ASSET through normalization and reconciliation process
• Responsible for creating, monitoring CI’s in ADDM Dataset and locating duplicates in Asset Dataset
• Responsible for building Application and Business Service models in ADDM and the CMDB.
• Created and maintained proper relationship between the Services and Application and DST Clients
• Configure and develop capabilities and documentation for using AIE, Reconciliation, and Normalization
• Used (TMART) to measure performance of applications and validate system performance enabling quantifiable reporting of service level agreements (SLAs)
• Configured Service-now ITSM
• Perform reconciliation between asset records in the Service-Now central repository with other relevant data sources; investigate and resolve exceptions and data accuracy issues.

Confidential, Eagen, MN

Administrator/Operations/ITSM Consultant

Responsibilities:

• Customize ITSM as well as develop new modules
• Integrated with internal CRS application
• Migrated Data/Definitions from pre-Production server to production
• Implemented Atrium Orchestrator to increase service availability, and improve efficiency
• Used (TMART) to measure performance of applications and validate system performance enabling quantifiable reporting of service level agreements (SLAs)
• Implemented Service Now integration script

Confidential New York, NY

Remedy Developer/Administrator/Operations/ITSM Consultant

Responsibilities:

• Design and create SRDs in SRM
• Created Advanced interface form for SRDs to automate the process of requesting software by end user
• Integration SRM, Work Order, and Asset management to create product CIs for new software
• Develop Test Plans, Test Strategies and Test Cases for UAT
• Configured SRM surveys for customer satisfaction and generated reports for the business managers
• Customize Helpdesk Module
• Migrated Data/Definitions from pre-Production server to production
• Performed capacity management and configuration planning for HA BPPM / ProactiveNet / BEM environment
• Configured and developed capabilities using ADDM, AIE, Reconciliation, and Normalization.
• Implemented Atrium Orchestrator to increase service availability, and improve efficiency
• Implemented Service Now integration script

Confidential, Bloomington, MN

Remedy Developer/Administrator /ITSM Consultant

Responsibilities:

• Upgraded ITSM Stack to 7.6.04
• Integration Approval Engine with email allowing approvals through emails
• Migrated custom applications, foundation data, configuration data and transaction data legacy system
• Implemented Active Directory authentication
• Designed and created several SRDs in SRM
• Created Advanced interface form for SRDs to automate the process of requesting software by end user
• Integration SRM, Work Order, and Asset management to create product CIs for new software
• Installed and Configured Contract Management and Software Asset Management (SAM)
• Develop Test Plans, Test Strategies and Test Cases for UAT
• Implemented Atrium Orchestrator to increase service availability, and improve efficiency

Confidential, Wilmington, DE

Remedy Developer/Administrator/ITSM Consultant

Responsibilities:

• Upgraded ITSM Stack to 7.6.04 while adding customizations
• Implemented Email Integration allowing request creation, work info and ticket resolution
• Developed a custom Work Order application for the Department of Real Estate Services and integrated with the DC portal
• Developed survey functionality for resolution surveys
• Integrated Web Monitor tool with Work Order to notify on the client machine when a critical ticket is created
• Migrated Data/Definitions from pre-Production server to production