Worked as a Sr. Remedy Engineer on the U S Army NETCOM G5 OED Remedy Team supporting prime contractor NCI Information Systems, Inc. focusing on the operations and maintenance of the BMC Remedy ITSM 8.1 Suite based on operational requirements.

Responsibilities include:
Providing Tier 3 Support of the BMC Remedy ITSM 8.1 application modules to the various areas of operation to include Europe, Korea, Pacific, and SWA; assisting with the validation of installation procedures, installation of applications, and deployment and configuration of the various BMC applications; participating in OPTs by providing input and recommendations to the ITSM 8.1 project team.

Accomplishments include:
Reviewed and validated build guide documentation that was produced by BMC Consulting Service; completed Hub and Spoke installation of the BMC applications to include Remedy, Atrium, Analytics, and BPPM.

Worked as a Sr. Remedy Consultant on the 335th SC (T) (PROV) G35 Engineering ITSM 7.6.04 implementation project supporting prime contractor AQuate Corporation focusing on the customization, configuration, and user training of the BMC Remedy ITSM 7.6.04 Suite based on customer requirements.

Responsibilities included:
Supporting the BMC Remedy ITSM 7.6.04 application modules in the Production, QA Test, and Development environments; training the ITT O&M Remedy Team in using and supporting the application suite.

Accomplishments include:
Reviewed BMC produced documentation and facilitated support turnover from vendor BMC Consulting Services

Worked as a Remedy Developer on the SPAWAR AT/FP Remedy Support team focusing on providing support to the BMC Remedy ITSM 7.6.04 AT/FP production environment.

Responsibilities included:
Supporting the BMC Remedy ITSM 7.6.04 application modules in the production and development environments for the AT/FP Remedy Team.

Accomplishments include:
Documented the customizations to the Remedy ITSM 7.6.04 environment; copied customizations and transactional data to the new Production server

Worked as a Remedy Developer on the SPAWAR Surge Team supporting the C4IES Remedy Team focusing on providing support to the BMC Remedy ITSM 7.6.04 production environment and the BMC Remedy ITSM 7.6.04 process improvement project.

Responsibilities included:
Supporting the BMC Remedy ITSM 7.6.04 application modules in the production and development environments; assisting the configuration and setup of the Atrium Integration Engine (AIE 7.6.04) with the Spectrum data sources to include configuration of the Normalization and Reconciliation jobs; assisting in ITSM requirements gathering; leading the development and customization of the ITSM application.

Accomplishments include:
Identified and gathered the ITSM usability requirements for the Service Desk. Customized the Requestor Console. Disabled the Service Request Module functionality.

Worked as a Remedy Consultant/IT Systems Analyst on the Koch Business Solutions ITSM Application Support Team focusing on providing support to the ITSM 7.5 production environment and the ITSM 7.6.04 implementation project.

Responsibilities included:
Supporting the BMC Remedy ITSM 7.5 application modules in the production, Test QA and development environments; assisting the configuration effort for external data integration using AIE; assisting the validation of issues discovered in QA Testing; assisting in the drafting of the ITSM 7.6.04 deployment plan; assisting in the configuration and setup of the Aeroprise server with ITSM 7.6.04 servers; troubleshooting SLM issues in production environment; troubleshooting Email Engine issues in Test QA environment.

Accomplishments include:
Assisted in defining requirements for the ITSM 7.6.04 deployment plan.

Worked as the Lead/Remedy Architect on the RC(SW) II MEF C-6 ITSM 7.6.04 implementation project supporting prime contractor TeleCommunications Systems, Inc. (TCS) focusing on the installation and configuration of the BMC Remedy ITSM 7.6.04 Suite with minimal customizations based on customer requirements.

Responsibilities included:
Leading a team of two Remedy Engineers; leading the effort to install, customize, configure, and deploy the BMC Remedy ITSM 7.6.04 Suite including Service Request Management, Service Level Management, Incident Management, Problem Management, Change Management, Knowledge Management, and Asset Management modules; supporting the development of module user developer guides documenting the installation, customization, configuration, and implementation of the modules; conducting briefings and demonstrations; leading requirements gathering; ensuring project timelines and project deliverables are met.

Accomplishments include:
Installed and configured BMC Remedy 7.6.04 Service Request Management, Service Level Management, Incident Management, Problem Management, Change Management, Knowledge Management, and Asset Management modules; setup AREA LDAP with Active Directory; installed Midtier web client; configured Apache Tomcat 6.0 & IIS 7 on the Windows 2008 R2 development server; installed and configured MS SQL Server 2008 R2.

Worked as a Remedy Consultant on the AIT Remedy Systems team focusing on providing production support for the BMC Remedy ITSM 7.5 application modules and the Kinetic Data application – Kinetic Request 4.0.

Responsibilities included:
Supporting the BMC Remedy ITSM 7.5 application modules and the Kinetic Service Request Center (SRC) application in the production, model office and development environments; providing periodic off-hours on-call production support; configuring and customizing the Kinetic Service Request Center and the BMC Remedy ITSM Modules based on user requirements following the AEGON Information Technology SDLC process guidelines; documenting and recommending changes, enhancements, or customizations that increase stability and overall performance of the Remedy production environments.

Accomplishments include:
Assisted in troubleshooting production related issues to include resolving a Notification Engine related issue that was causing substantial email delays; assisted in creating development documentation standards for Kinetic Service Request application development; acted as Remedy Systems Team “Point” for May 2011 release activities; led the problem investigation of the Remedy log files error messages occurring on the production server and documented several recommendations based on the result of the root cause analysis; wrote several SQL queries that assisted in the data cleanup effort; led the effort to clean up the open problem investigations; facilitated the Problem Investigation portion of the Weekly Open Ticket meeting.

Worked as a Remedy Developer on the MCTSAA ITSM 7.6.03 deployment project supporting prime contractor Conestoga Systems focusing on the configuration of the BMC Remedy ITSM S7.6.03 Suite with minimal customizations.

Responsibilities included:
Supporting the customization, configuration, and deployment of the Atrium CMDB and the multiple Remedy 7.6.03 modules including Service Request Management, Incident Management, Change Management, Problem Management, Knowledge Management, and Asset Management; supporting the development of module user and developer guides documenting the customization, configuration, and deployment of the modules.

Accomplishments include:
Met contract deliverables that included: BMC Remedy Service Request Management, Incident Management, Problem Management, and Change Management module demonstrations.

Worked as the Principle Remedy Consultant for WMC Staffing and Consulting Services focusing on ITSM custom application development and ITSM application administration for the Remedy ITSM 6.X and 7.X application suite.

Responsibilities included:
Leading application development and implementation of enhancements to customized ITSM 6.X and 7.X applications; performing AR System server and client upgrades; sustaining AR System production environments, ITSM user accounts, and ITSM support groups; maintaining AR System user licenses; recommending AR System hardware and software purchases.

Accomplishments include:
Provided leadership and technical guidance to businesses and governmental agencies seeking to maximize their ROI for their Remedy products.

Worked as a Remedy Engineer for the JNCC-I Enterprise Operations team focusing on AR System application development and administration for the Remedy ITSM 6.3 Help Desk and Remedy ITSM 7.1. Incident Management Modules.

Responsibilities included:
Assisting in Application development and implementation of enhancements to a heavily customized Remedy 6.3 Help Desk module; performing AR System server and client upgrades; sustaining current production environment user accounts and support groups; maintaining user licensing; recommending hardware and software purchases; briefing MNF-I and JNCC-I leadership on current status of Remedy deployment throughout the Iraq theater of operation.

Accomplishments include:
Contributed to the writing of the Remedy Frago and Remedy ConOps documents; redesigned the Remedy ITSM Help Desk application interface to enhance user experience; designed a new ticket workflow process that enforces business rules for ticket submission, assignment and escalation; wrote a New Account Request submission routine and a Password Reset routine to facilitate account creation and ease of maintenance; assisted in the Remedy ITSM 7.1 Incident Management rollout throughout the ITO to include building the foundation data and customizing the Incident module based on user requirements.

Worked as a Remedy AR System Consultant for the TRACE Team focusing on AR System application development for the TRACE Ticketing System.

Responsibilities included:
Assisting in gathering requirements, application development, and implementing enhancements to a Remedy 6.3 custom application; assisting in production support to include user administration and data maintenance.

Accomplishments include:
Assisted in production support to include working enhancement requests and bug issues.

Worked as a Remedy AR System Consultant for the Remedy Development Team focusing on AR System application development for the Remedy Help Desk Module.

Responsibilities included:
Assisting in gathering requirements, application development, and implementing enhancements to a heavily customized Remedy 6.3 Helpdesk and Tasking Modules; assisting in production support to include user administration and data maintenance.

Accomplishments include:
Assisted in development work enhancing the Remedy Helpdesk Module to meet requirements set forth by BCS3 Management; introduced new development methodologies that have enhanced workflow performance and improved workflow maintainability; developed a Knowledge Base Application.

Worked as a Remedy AR System Consultant for the Remedy Development Team focusing on AR System application development for the Remedy Help Desk Module.

Responsibilities included:
Assisting in application development and implementing enhancements to a custom-built change management application and heavily customized Remedy 4.5/5.5 ITSM Suite.

Accomplishments include:
Assisted in development work implementing a data reporting process in which a reporting server was mirrored to a transaction server using Remedy’s DSO capabilities; wrote system documentation; authored system test cases.

Worked as a Remedy AR System Consultant for the IT Remedy Development group focusing on AR System application development for the Remedy Help Desk Module.

Responsibilities included:
Assisting in application development and implementing enhancements to a custom-built change management application and heavily customized Remedy 4.0 Help Desk module; performing AR System server and client upgrades; assisting in sustaining production environment; leading testing efforts to include quality assurance and user acceptance testing.

Accomplishments include:
Assisted in development work automating a Recurring Change Request process and implementing Clarify to Remedy requirements; upgraded development servers to AR System version 6.0.3.; assisted in establishing standards for installation and upgrade processes and procedures; wrote system documentation and installation procedures; developed test procedures; authored test plans and wrote regression, system, and user acceptance test cases.

Worked as the Lead Remedy AR System Developer for the Online Operations group focusing on AR Application Development for the Remedy Help Desk, Service Level Agreements, Change Management, and Asset Management Applications.

Responsibilities included:
Leading development and implementation efforts for Help Desk, Change Management, Asset Management, and NOC applications. Maintaining integration among the following: Remedy’s Action Request System, Micromuse’s Netcool and Telamon’s Telalert software.

Accomplishments include:
Setup development and test servers as part of the AR System development and staging environments; assisted in defining change control, asset tracking, and NOC process flows; assisted in gathering and defining user requirements for Network Operations Center, Change Control Processes; installed and configured Remedy Help Desk and Change Management modules in the development and production environments; enhanced Remedy Change Management and Help Desk modules based on user requirements; designed and built an integrated, custom solution for the Network Operations Center that included Netcool and Telalert integration; upgraded development, test, and production servers to new versions of the AR System; customized version 5.5 of the Help Desk module.

Worked as an Application Developer for the IT-New Development group focusing on Remedy Development and Production support for the provisioning and help desk systems.

Responsibilities included:
Designing new and maintaining existing processes for the provisioning system -- BOSS (Back Office Support System), and the Help Desk System using Remedy’s Action Request System; leading Remedy development, implementation, and conversion efforts for assigned projects; providing level 3 support for the Back Office Support, and Help Desk Systems.

Accomplishments include:
Implemented change request enhancements to meet a 45-day deadline for system improvement; identified data integrity issues that led to changes which reduced errors in the provisioning process.

Worked as a Systems Analyst/Remedy Developer for the ITSS Application Management Group supporting a variety of software systems on the PC and UNIX platforms.

Responsibilities included:
Designing new and maintaining existing systems using Remedy’s Action Request System; performing maintenance changes and enhancements to vendor and in-house developed systems using SQL on Sybase, Visual Basic, SQR, Access, and C; updating technical and user documentation; providing level-3 technical support to users by troubleshooting programming and data related problems.

Accomplishments include:
Designed and implemented asset inventory tracking system using Remedy’s Action Request System; wrote user documentation for the Asset Inventory Tracking System designed in the Action Request System; wrote the user documentation for the Action Request System itself to include training material that is used in ARS in-house training classes; enhanced and implemented the paging system, which is integrated with Telamon’s Telalert Paging System and the Action Request System, to send pages via Telalert or email paging; enhanced and implemented an improved custom help desk system to better integrate with the Paging System using the Actions Request System; redesigned and implemented FRIMCo Call Tracking System to allow most menu items to be user-maintained using the Action Request System; designed and implemented escalation workflow in Application Management group using Action Request System; started Remedy change management group which meets monthly to discuss Remedy issues; designed 1099 and 5898 Tax Forms for FRIMCo Tax Reporting using SQR.