BMC Remedy Administrator Resume

OBJECTIVE:

Seeking a growth - oriented IT position that would utilize my extensive analytical background with an emphasis on communication, both written and verbal.

SUMMARY

Proficient in all aspects of software development lifecycle management including requirements, design, development, testing and implementation
Managing relationships across technology and business units
Account and Vendor Management
Issue resolution, action planning and execution
Metrics development, tracking and analytics
Off -shore partnering and management

TECHNICAL SKILLS

ITSM Suite 18.08, 8.1, 7.6, 6.x, 5.x • Kinetic Request Portal • HR Case Management • Bamboo Time Tracking
JasperSoft Reporting • Confidential Service Management (Maximo) • Cisco RequestCenter 2007 & 2008
MS Windows Server • PVCS Tracker • Mercury Test Tools (QTP, Test Director, Load Runner, WinRunner)
ZEUS Multi-Channel Server • Novell NetWare Administrator 4.x & 5 • MS Office • MS Visio • MS Project
WinCVS • Chrome • Internet Explorer • Mozilla • Unix • Linux

PROFESSIONAL EXPERIENCE

Confidential

BMC Remedy Administrator

Responsibilities:

Responsible for the support, configuration and development of Confidential ITSM suite, Kinetic Request and HR Case Management
Serve as a subject matter expert for Confidential and other ITSM tools
Troubleshoot and resolves system and transaction issues
Develop and configure Remedy to meet customer requirements
Work with vendor support to resolve escalated issues

Confidential

Application Environment Owner

Responsibilities:

Accountable for stability and integrity of the environment
Partner with account teams to understand their needs
Prioritize and direct workload of offshore and onshore technical staff
Ensure adherence to compliance, processes, and policies
Drive remediation of service-wide issues with matrix teams and other organizations
Work with cross-services functions to ensure consistency across all environments
Develop and manage action plans to remediate issues with architecture and technical staff
Plan roadmap and improvements
Ensure complete and accurate documentation and records
Provide environments metrics and analysis

Confidential

Cisco RequestCenter Developer/Administrator

Responsibilities:

Led integration effort between Cisco RequestCenter and Remedy ITSM
Mentored offshore Steady State team to develop their skills
Developed workflow objects from customer specifications both in Remedy and RequestCenter
Customer, product and production support for Remedy/RequestCenter infrastructure
Compliance/Audit focal for the Steady State team

Confidential

Remedy Developer/Administrator

Responsibilities:

Responsibilities included: customer, product and production support for mixed-version (5 & 6) Remedy infrastructure
Assist in implementation of upgrade to Remedy 7.
Develop workflow objects from customer specifications

Confidential

Sr. Quality Assurance Engineer/Remedy Administrator

Responsibilities:

Assisted in the creation/development of the QA and Change Control Department
Led implementation of the Remedy ITSM Suite (including project management, installation, implementation, configuration, development and training)
Chair of the Change Control Committee meetings
Assisted in the implementation of Mercury testing tools
Primary departmental interface for both internal auditors and Federal Regulators (OTS & OCC)