CAREER SUMMARY:

Seasoned leader offering 20+ years of experience driving ITSM and BMC solutions. Strategic thinker and inspiring team leader able to bring focus and enthusiasm to new projects, and guide teams to tackle challenges and deliver results in alignment with requirements and standards. Adept at outlining requirements and scope, managing budgets and resources, as well as monitoring project progress. Proven success in enhancing efficiency and productivity through technical implementations, migrations, upgrades, and development projects. Communicate cross - functionally and with professionals at all levels.

TECHNICAL SKILLS:

Remedy ARS: 9 .1.0x Development and Administration, CMDB 9 .1,0x, ITSM 9 .1.0.x, Smart Reporting 9.1.0.x, BMC Analytics 7.6.06,BMC Dashboards 7.7.01, AIE 8.1, AI 8.1, SLM 8.1, SRM 8.1, SSO IntegrationCMDB 9.1.0x, ITSM9 .1.0 x, ITSM 9.x.0x, BMC ADDM 11.x, BMC Bladelogic, BMC Client Management 12.xFlexera, BMC SRM 9 .1/x, Remedy Mid-Tier 9.1.0x, Remedy Palm, ARWeb (HTML), Tangram Asset Insight (Asset Tracking), newScale Request Center, Right Answers, Solbright Sales,DB Artisan 7.0, Oracle SQL PlusAnd TeamTrack Bug Tracking, Chart Magic. Experience working with Change Management, Inciden Management, Asset Management, Knowledge Management, Problem Management and Service Request Management, KineticService Request,Crystal Reports (BOXI), JavaScripts. BMC Atrium Orchestrator Application Adapter for BMC Remedy AR System.XML, Java,XSLT, Xpath, SOAP, BAO Development studio. Microsoft Office Suite (Word, Excel, Powerpoint, Outlook, Exchange), Project Management, MS SharePoint. Splunk.

Operating Systems: VCenter VM Environment, Windows 7, Windows 2000, 2003, 2008, 2012, 2016, IIS, Windows XP, Windows VISTA, Solaris, AIX 5.x, RedHat Linux, HP, HP Intelligent Provisioning, HP UX, MS-DOS.

RDBMS: SQL, MS Access, Oracle 10g, Oracle 11g, MS SQL 7.0, MS SQL 2000, MS SQL 2005, MS SQL 2008, MSSQL 2012, MSSQL 2016, MSSQL 2017, DBArtisan 7.0

HTML, FTP, TCP: IP, Networking, JavaScript, XML, JBOSS 6.0

PROFESSIONAL EXPERIENCE:

Confidential, Indianapolis

BMC Remedy Senior Consultant

Responsibilities:

• Installed and Configured BMC Remedy 9.1.x suite of applications
• Installed and Configured BMC Remedy Mid Tier server Remedy 9.1.x
• Installed and Configured BMC Remedy Smart Reporting server Remedy 9.1.x
• Installed and Configured BMC Remedy ITSM 9.1.0x
• Developed, Customized, and Integrated BMC Remedy application with BMC ADDM, BMC Client Management, BMC True Sight, and BMC Blade Logic applications.
• Downloaded and Applied the license keys to the BMC Remedy ARS and ITSM applications
• Experience working with Atrium CMDB, AIE, Atrium Spoon, UDM, Asset Management, Incident Management, Problem Management, Change Management, SRM, SLM, Knowledge Management.
• Understanding of all ITSM processes and their implication.
• Installed and Configured BMC Remedy 8.1.x suite of applications
• Installed and Configured BMC Discovery (ADDM) version 10.x through 11.1.00.5
• Installed and Configured BMC Client Management 12.0 through 12.5.1
• Integrated BMC Remedy with Blade Logic Server Automation as part of the Closed Loop Compliance project
• Integrated BMC Remedy with BMC TrueSight as part of the Closed Loop Compliance project
• 24X7 production support
• Configuration, running, and monitoring of Normalization and Reconciliation jobs
• Configuration, running, and monitoring of AI-Pentaho jobs
• Configuration, running, and monitoring of CMDB Sync from BMC Discovery into CMDB datasets
• Documentation of CMS mandated compliance requirements with regards to ARS 2.0 and ARS 3.0 requirements
• Working in an Agile environment

Confidential, Tallahassee, FL

Senior Remedy Consultant

Responsibilities:

• Installed and Configured BMC Remedy 8.1 in a VCenter virtual environment
• BMC Remedy Administrative and Development tasks
• BMC Remedy ARS 8.1 and ITSM 8.1
• BMC SSO 8.1 Implementation
• BMC Dashboards 7.6.06 and Analytics 7.7.01 implementation
• BMC ITBM (Demand and Resource) implementation
• CMDB Atrium Core installation and configuration
• ADDM 9.0 installation
• Cloning the BMC infrastructure
• Production Support

Confidential, Rockville, MD

Senior Remedy Consultant/Project Manager

Responsibilities:

• BMC Remedy Administrative and Development tasks
• BMC Remedy ARS 7.5/7.6 and ITSM 7.6
• BMC Bladelogic and BMC SRM Administration
• Developed proposals (scope, schedule and budget)
• Designing workflow as per the requirement of BAO
• Developing the workflows as per requirements and writing the test cases for the same
• Preparing reports
• Defect solving and prioritization
• Technologies used: XML, Java,XSLT,Xpath,SOAP, BAO Development studio
• Resolving issues related to Remedy ARS / ITSM suite of applications
• Pre-production tasks including comprehensive testing of the application
• Assisted with the MS SharePoint Remedy integration point troubleshooting

Confidential, Downers Grove, IL

Senior Remedy Consultant

Responsibilities:

• BMC Remedy Administrative and Development tasks
• BMC Remedy ARS 7.1/7.5/7.6 and ITSM 7.6 upgrade activity as a front end support to customers
• Resolving issues related to Remedy ARS / ITSM suite of applications

Confidential, Reston, VA

Senior Remedy Consultant/Project Manager

Responsibilities:

• BMC Remedy Administrative and Development tasks (Development and Enhancements)
• BMC Change Management 7.0.3 Administrative and Development tasks
• AR System configuration and performance tuning
• ITSM 7.1 and CMDB 2.0 implementation; development, enhancement and administration including data updates (Incident Management, Problem Management, and Change Management modules).
• BMC Remedy ARS 7.5 and ITSM upgrade activity
• Enterprise change control process compliance using BMC AO
• Incident and performance triage and remediation using BMC AO
• BMC ADDM 8.1
• BMC Bladelogic and BMC SRM Administration
• Remedy centric BOXI reporting and Crystal reporting using
• Developed proposals (scope, schedule and budget)
• Conceptualizing and Designing logic for new requirements/changes
• Estimating efforts for enhancements and changes
• Advising on best practices in Remedy development in the Services Management environment
• Creating Requirements, Design and Design implementation documents to be presented and reviewed with the Program Manager
• Documentation, to be in alignment with client processes, knowledge transfer, and project close out.

Environment: ARS 7.1, ITSM 7.1, Solaris, Oracle, BMC Atrium 2.1

Confidential, Dulles, VA

Senior Service Management Team Lead/Project Manager

Responsibilities:

• BMC Remedy Administrative and Development tasks
• BMC Change Management 7.0.3 Administrative and Development tasks
• Coordinating the activities with the offshore team in India
• AR System configuration and tuning
• ITMS 7.1 and CMDB 2.0 development and administration including data updates
• Conceptualizing and Designing logic for new requirements/changes
• Estimating efforts for enhancements and changes
• Advising on best practices in Remedy development in the Services Management environment
• Creating Requirements, Design and Design implementation documents to be presented and reviewed with the Program Manager
• Documentation, to be in alignment with client processes, knowledge transfer, and project close out.
• Developed proposals (scope, schedule and budget)

Confidential, Tempe, AZ

Senior IT Consultant Architect

Responsibilities:

• Worked on BMC Remedy development and administration within client policies and guidelines
• BMC Remedy Administrative and Development tasks
• AR System configuration and tuning
• ITMS 7.0 and CMDB 2.0 development and administration
• Conceptualizing and Designing logic for new requirements/changes
• Estimating efforts for enhancements and changes
• Advising on best practices in Remedy development in the Services Management environment
• Ensuring that all actions taken during this project support the client’s longer-term technology strategy
• Creating Requirements, Design and Design implementation documents to be presented and reviewed with client SOW manager
• Documentation, to be in alignment with client processes, knowledge transfer, and project close out.

Confidential, San Antonio, TX

Senior IT Consultant

Responsibilities:

• Performing application configuration, administration and troubleshooting of Remedy Incident Management 7.0 of the Service Desk application
• The backend of the application is built on Oracle 10g on Sybase platform
• Monitoring of the Remedy queue and providing internal customer service
• Assisted with the technical troubleshooting of issues related to the tool and the background workflow
• Providing ITIL process oriented tool related education to the end users
• Used my strong written and oral communication to provide technical documentation
• Used the knowledge and experience with all phases of the systems development life cycle to provide greater overall support and leadership to the team

Environment: ARS 7.0.01,ITSM 7.0, Solaris, Oracle, BMC Atrium 2.0

Confidential, Milwaukee, WI

Senior IT Consultant

Responsibilities:

• Installed, configured, and developed Remedy 7.0.1 server and Remedy 7.0.1 mid-tier
• Installed, configured CMDB BMC Atrium 2.0 application
• Installed ITSM 7.0 suite of applications
• Performed sustainment, administration, configuration, and troubleshooting of Remedy ARSERVER and Remedy Application Server
• Customized the application by developing workflow
• Designed, developed, tested and migrated test plans from development to production
• Developed Documentation for the customizations done

Environment: ARS 7.0.01,ITSM 7.0,Remedy ARS 6.0.3, Solaris, Oracle, BMC Atrium 2.0

Confidential, Seattle, WA

Consultant

Responsibilities:

• Installed, configured, and developed Remedy 6.3 Server and Remedy 6.3 Mid-tier
• Upgraded existing ARS 4.0 applications to ARS 6.3
• Performed and oversaw sustainment, administration, configuration, and troubleshooting of Remedy ARSERVER and Remedy Application Server
• Performed and oversaw sustainment support of several integrations including PERL scripts
• Performed Remedy ARS and Help Desk Development and Administration
• Sustainment of Kinetic Service Request application
• Undertook periodic code backups using the Microsoft VSS server
• Customized Help Desk views and developed workflow to send out solution details to users
• Designed, developed, tested and migrated test plans from development to production
• Performed sustainment and support of several integrations including My Logins, EMA/EHS, Request Center, and WebScan GT web services
• Integration of Right Answers application with the Remedy knowledgebase
• Developed training and documentation for all the application development and customizations

Environment: ARS 5.0.2, Helpdesk 4.0.3, Solaris, Sybase

Confidential, Boston, MA

Senior MIS Analyst

Responsibilities:

• Installed and configured Remedy 5.0 Mid-tier and Remedy 5.0 Server and Client
• Upgraded existing ARS 4.0 applications to ARS 5.0
• Upgraded Help Desk 4.0 to Help Desk 4.0.3 and Help Desk 5.0
• Provided new features of 5.0 during the upgrade (View forms, Improved Table fields dynamic actions, filter guides, view fields, new qualification criteria, AL Actions etc)
• Integrated and mapped the external databases to Remedy Applications using View form and Vendor Form - new features of Remedy 5.0
• Configured the central user preferences and server event form in Remedy 5.0
• Configured Remedy Alert, a new feature of 5.0
• Administrated, configured and troubleshooting Remedy ARSERVER and Remedy Application Server
• Remedy ARS and Help Desk Development and Administration.
• Integrated Remedy Email Notification to work with Lotus Notes using POP email functionality
• Customized Help Desk views and developed workflow to send out solution details to users.
• End user support including installing the clients on different flavors of Unix.
• Integrated Telamon paging application with Remedy Help Desk
• Integrated Chart Magic reporting software with Remedy ARS for reporting purposes.
• Remedy - MS Access integration for the purpose of reporting in Access
• Oracle backend database maintenance residing on a Unix server
• Performance tuning of the Oracle database as per Remedy requirements
• Designing, developing, testing and migration of test plans from development to production
• Training and Documentation
• Administered Oracle 8i and database tuning for the Tangram database
• Ran reports using the native Tangram reporting tool (Report Viewer)
• Created Oracle ODBC hookup to MS Access database on client machines
• Solbright database administration, configuration and reporting: Solbright provides business operation and workflow automation software and outsourced services that automate order management, creative placement, billing reconciliation, and business reporting for media companies.
• Configured clients to connect to the Oracle 8i test database using MS Access ODBC connectivity
• Tested and troubleshooted Oracle connectivity
• Installed Oracle 8i and Oracle 9i clients on Windows NT/2000 client machines

Environment: ARS 4.0.3, Helpdesk 4.0.3, MSSQL, Windows