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J.T.
me@jtdavies.com
206-697-2948
Seattle, WA 98101
Lead Remedy Consultant
21 years experience W2
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Summary

20-year BMC Remedy consultant professional engaged in all aspects of ITSM customized solutions delivery utilizing standardized SDLCs. I am highly knowledgeable and proficient since version 4.0 through the latest versions of the BMC Remedy platform, ITSM, SLM, SRM, along with Atrium CMDB and BMC Discovery.

Skills:

  • Conduct user focus groups/workshops demonstrating out-of-the-box functionality, requirements gathering, gap analysis, generating implementation plans, and execution [20 years]
  • Role as Business Analyst with documenting requirements, generating functional specifications, implementations [20 years]
  • BMC Remedy Action Request System (ARS) (4.0 through current) platform [20 years]
  • Entire ITSM (4.0 through current) suite, including SLM and SRM [20 years]
  • Traditional SDLC and Agile methodologies [20 years]
  • Server/network administration – Windows, Linux, Solaris, routers, load balancers, firewalls [20 years]
  • BMC Remedy Smart Reporting report development [3 years]
  • BMC Discovery (formerly ADDM) [2 years]
  • Pentaho Data Integration (Spoon) for interacting BMC Remedy with external sources of data and applications (SCCM, ForeScout, Active Directory) [5 years]

Experience
Lead Consultant
Information Technology
Oct 2018 - present
Phoenix, AZ
  • Business advisor/analysis for platform conversion from Citrix Request Center to BMC MyIT/Digital Workplace.
  • Analyze requirements, generate development design documents
  • Lead team of 12 developers delivering BMC MyIT services and service catalogs
  • Provide technical knowledge, design assistance, process guidance to development team
  • Advised on operational and infrastructure configuration and solutions
  • Participated with service restoration on outages
BMC Digital Workplace BMC Remedy Application Development ITSM
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Senior Remedy Consultant
Information Technology
Nov 2014 - Apr 2018
Seattle, WA
  • Develop custom client tracking systems
  • Administer and enhance BMC Analytics universe for new reporting capabilities
  • Convert existing manual Excel-based reports to BMC Analytics
  • Implement Service Request Management module with full service catalog
  • Customize ITSM installations to fit individual business processes
  • Platform and application upgrades via fresh installation and upgrade methodologies
  • Infrastructure installations, configured server groups for load balancing and high availability
  • CMDB ramp-up, configuration, and population
  • xMatters/AlarmPoint integration
  • Kinetic Request administration and integration
  • Pentaho Data Integration connecting into databases and RESTful web services, transformations, and data extractions focusing on SCCM and ForeScout data
  • Provide first-line support for customer installations including troubleshooting, diagnosis, and remediation
  • Third-party application integration utilizing common data exchange functionality (SOAP Web Services and Pentaho Data Integration, SQL views, etc.)
  • Lead workshops focused around ITSM components, requirements gathering, analysis, implementation and testing plans
  • Server administration, application optimization, tuning, troubleshooting in Windows and Linux/Solaris environments, along with database platforms of MS SQL and Oracle
BMC Remedy BMC SRM ITSM WebServices SQL MS SCCM Load Balancing Oracle CMDB Data Integration Server Admin Linux Application Integration Application Development REST
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Senior Remedy Architect
Information Technology
Sep 2012 - Jul 2014
Seattle, WA
  • Administer, configure, and customize ITSM product suite to adapt to business process environment
  • Server administration for Windows systems with MS SQL databases in a completely virtualized environment, including implementation of BMC Remedy server group redundancy and external load balancing technology
  • Identify new integration software packages to enhance existing systems
  • Kinetic Request administration and integration
  • Mentor and lead a team of junior and mid-level Remedy developers while providing training in areas of deficiency and new technology features
  • Lead developer/architect on custom development applications
  • Transitioned into Project Manager/Team Lead role, driving solutions and guiding the future of the system
  • Project management experience focusing on continual streams of system enhancements, post go-live support, incorporating various components of Scrum/Agile methodologies
  • Data analysis, requirements gathering, gap analysis, implementation documentation surrounding enhancements and full system ramp-up
BMC Remedy ITSM SQL Server Admin Load Balancing Agile Methodology Scrum Application Development
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Senior Remedy Architect
Information Technology
Mar 2007 - Sep 2012
Portland, OR
  • Administration of BMC Remedy operating on Solaris and Oracle platforms
  • Pure custom application development on ARS platform
  • Implemented and configured SLM module according to company-specific requirements and applications
  • Business Analyst role involved with all phases from application design, development, testing, deployment, and support
  • Provide guidance for alternative technology developers (i.e. Java, .Net) to connect with BMC Remedy
  • Primary support person for integration and server troubleshooting
  • Utilize third-party utilities to streamline production migration with minimal failures and downtime
  • Foster internal customer relationships addressing requirements through existing configuration/integration with current software or providing guidance in developing a new solution. Heavy emphasis on configuration over customization and new development
BMC Remedy Application Design Application Development Oracle Solaris BMC SLM ITSM
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Remedy Developer
Information Technology
Nov 2000 - Dec 2006
Portland, OR
  • Facilitated Remedy infrastructure upgrades
  • Lead administrator for Remedy environment on Windows/SQL technology
  • Developed and enhanced a wide range of custom applications for process automation
  • Member of a six developer team supporting 47 custom/home-grown applications on the ARS/Remedy platform, including customizing ITSM
  • Developed custom VB program to maintain customer information by importing data from Exchange into Remedy. Upgraded to LDAP native integration when technology became available.
  • Developed full spectrum of SLA's throughout the department, including customer-centric (SLA, ) inter-group (OLA, ) and service provider (Vendor) agreements and service targets
  • Mentored junior developers and analyzed work for effectiveness, stability, and interoperability within the operating environment.
  • Involved with all aspects of SLDC, including: design, development, testing, deployment, and support
  • Conducted Remedy developer-level training classes for internal employees new to the BMC Remedy platform, focusing on custom application development
  • Mentored/trained other BMC Remedy developers as their knowledge expanded with the products
BMC Remedy Visual Basic ITSM Application Development SQL Windows
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Edit Skills
Non-cloudteam Skill
Education
Bachelor's in Business Administration
Portland State University 2012

B.S. in Business Administration/IT Systems

Cum Laude

Related Courses
BMC Remedy Performance Tuning & Troubleshooting,
BMC Remedy Administrator,
BMC Remedy Advanced Administrator,
BMC Discovery,
BMC MyIT Administration/Service Broker/Digital Workplace,
ITIL v3 Foundation,
Skills
Application Development
2021
21
BMC Remedy
2021
21
ITSM
2021
27
SQL
2018
11
Oracle
2018
8
Visual Basic
2006
6
Windows
2006
6
Application Design
2012
5
BMC SLM
2012
5
Load Balancing
2018
5
Server Admin
2018
5
Solaris
2012
5
REST
2018
4
Application Integration
2018
3
BMC SRM
2018
3
CMDB
2018
3
Data Integration
2018
3
Linux
2018
3
MS SCCM
2018
3
WebServices
2018
3
Agile Methodology
2014
1
Scrum
2014
1
BMC Digital Workplace
2021
1
BMC Discovery
0
1
MS Active Directory
0
1
Project Management
0
1