OBJECTIVE
Senior Consultant and Project Manager with over ten years of experience with implementing IT Service Management application solutions within an ITIL framework to several Fortune 50 clients as well as smaller privately owned companies and universities. Primarily focused on BMC Remedy implementations, but experienced and knowledgeable in most database platforms, server platforms, network infrastructure, and development platforms as well. Seeking project lead roles to focus on full lifecycle implementations of business service management applications.
WORK EXPERIENCE
Senior Technical Specialist
October 2007 – present
Panhandle Energy | Houston, TX
Energy and Utilities
• Ran the Remedy team and performed as PM for team projects.
• Organized and ran a committee of Remedy users for continual application improvements and training.
• Customized the Change Management, Approval modules to fix bugs in BMC code and introduce enhancements.
• Implemented BMC Asset Management 7.0 and the Atrium CMDB 2.1 with automated jobs pulling in Assets automatically via the Atrium Integration Engine and the Reconciliation Engine.
• Acted as a key member of the team that developed Asset Management standards, and configured Remedy in various ways to fit the processes and standards.
• Implemented BMC KM Experts
• Installed, configured, and impleted SRM 2.0
• Built custom SRM advanced interface forms, along with customizations to the Work Order and Approver Central forms to fit business process design.
Sr. Specialist
May 2006 – October 2007
Panhandle Energy | Houston, TX
Metals and Minerals
• Installed and configured Remedy 7.0, CMDB 2.0, and ITSM 7.0.
• Became ITIL certified and worked to implement ITIL standards across the I.T. organization.
• Integrated with Active Directory for full LDAP functionality.
• Expanded CMDB 2.0 to include RTU information for pipeline monitoring.
• Built Business Objects reports for AskPEPL helpdesk application.
• Set up Disaster Recovery system for Remedy production environment.
Remedy Consultant
May 2005 – May 2006
Panhandle Energy | Houston, TX
Metals and Minerals
• Upgraded ARS from 5.1.2 to 6.3.
• Redesigned an in-house Change Management system for Sarbanes Oxley compliance and other functionality.
• Developed AppInventory, an application tracking system and integrated it with the Change Management application.
• Developed helpdesk application for external customers.
• Upgraded Remedy Asset Management 5.0 to 6.0.
• Migrated external data into CMDB.
• Wrote SQL queries to be used for Business Objects reports.
Remedy Consultant
April 2005 – May 2005
ChevronPhillips | The Woodlands, TX
Chemicals/Petro-Chemicals
• Developed “Support Change” concept to allow Change Management to accompany a hybrid between Helpdesk and Change.
• Upgraded ARS from 5.1.3 to 6.0.1.
• Upgraded Helpdesk, Change Management, and SLA from 5.5 to 6.0.
Remedy Consultant
August 2004 – April 2005
Verizon Wireless | Dublin, OH
Telecommunications Services
• Created Remedy and SQL code to calculate System Availability statistics for enterprise applications.
• Developed a Remedy program to automate the process of creating and sending surveys to helpdesk users.
• Set up and enabled AREA LDAP authentication with Active Directory, as well as ARDBC for user creation.
• Installed and developed Flashboards Server and Flashboards workflow.
• Wrote SQL scripts to find workflow with performance issues and corrected them.
• Worked on PHP scripts to integrate with various Remedy forms.
Remedy Consultant
November 2003 – August 2004
BMC Software | Houston, TX
Computer Software
• Developed code utilizing Remedy, Perl, and PL/SQL to migrate data from Vantive and Seibel into Remedy Customer Support (CS.)
• Studied and optimized pre-release Remedy CS workflow for better performance.
• Wrote technical documentation for data and code validation, including QA scripts.
• Developed PL/SQL code to repair data and quickly perform mass updates to underlying Remedy tables.
Remedy Consultant
August 2003 – September 2003
Cingular Wireless | Irvine, CA
Telecommunications Services
• Integrated regional trouble ticketing systems into national trouble ticketing systems.
• Worked on perl applications to import and validate data from other systems.
Rapid Application Developer
March 2002 – August 2003
DCA Services | Oklahoma City, OK
Telecommunications Services
• Gathered requirements and created provisioning, trouble ticketing, and telecom applications using Remedy.
• Integrated in-house billing system with Remedy applications.
• Created reports from Microsoft SQL Server databases.
• Administered ARS 5.0.1 server application on Windows 2000 Server and MS SQL Server 2000.
• Integrated Remedy applications with DCAP (interface for local phone carriers) and other in-house applications (using MS Visual Basic 6.)
• Planned and executed an upgrade from ARS 4.5.2 to ARS 5.0.1.
• Maintained Remedy Helpdesk 4.0 application.
Remedy Developer
June 2000 – December 2001
BellSouth Customer Technology | Atlanta, GA
Internet Services
• Created Remedy applications to track human resources, NOC, and Provisioning applications.
• Wrote and updated Perl scripts to present Remedy statistics and graphs, and email notification.
• Installed Remedy Action Request System, on Solaris 2.6 running Sybase 11.9 for its database.
• Worked on a team to migrate ARS from running as root to a different user to provide tighter security.
• Planned, then executed an upgrade from ARS 4.0.3 to ARS 4.5.2.
Administrative Systems Operator
January 1998 – June 2000
Wake Forest University | Winston-Salem, NC
Education
• Administration of Windows NT, AIX, Solaris, HP-UX and HP3000 servers.
• Installation and configuration of Remedy Action Request System on Windows NT Server running Oracle 8.0.5 as its database engine.
• Created Remedy forms to track help desk calls, asset management, resource distribution and problem escalations.
• Wrote Perl scripts in order to present systems statistics through the web.
• Successful implementation of IBM backup software ADSM as well as other enterprise backup solutions such as EMC’s EDM, and Orbit for HPe3000.
• Provide technical assistance to Business Computing Services and administrative offices.
• Responsible for special projects for the Systems team such as Y2K testing, SRDF — EMC data redundancy software – implementation, security and functionality auditing of the thinkpad distribution workflow.
• Manage student workers who are responsible for printing confidential documents.
EDUCATION
Forsyth Technical Community College | Winston-Salem, NC
· Majored in Computer Information Systems program in Networking – CIS
· Recieved Kiwanis Club and Career Center Scholarships
High School or equivalent,
0 0 – 6 1995
Carver High School | Winston-Salem, NC
· Member of Carver High School Academic Team.
· Participated in Future Business Leaders of America.
· Participated in the Crosby Scholars program.
CERTIFICATION
ITIL Foundation
11 2006
