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Roger
raver007@yahoo.com
303-475-8491
288 Buckskin Trail
Bailey, CO 80421
Sr. Remedy Developer
23 years experience W2
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Summary

Roger has over twenty years of experience in IT. He has held positions from entry-level technical support, operations, going forward to Project Management, Business Analysis, to his current level of Sr. Developer / Architect.

For the past eighteen years, he has concentrated his efforts in Designing, Managing, and Developing in BMC's Remedy application suite. The accomplishments he is most proud of are several major design and implementation efforts where he was a key player, developing homegrown Remedy applications for major cable and telecommunication companies.

  • BMC Remedy Developer/Administrator/Architect
  • Business Analysis
  • Project Manager
  • Technical Support
  • Training and Team Building

SKILLS
BMC Remedy Administration, BMC Remedy Developer, BMC Remedy Architect, Project Management, Structured Development Life Cycle Methodologies, Technical Support, Database Performance Tuning, Requirements Analysis, Server Administration, Solution Designs, Enterprise Integration, Documentation, Create Training Materials, Customer Support and Service, Business Systems Analysis.

SOFTWARE/LANGUAGES

BMC Remedy 3.x - 8.1, HelpDesk, Asset Management, Remedy Mid Tier, Remedy DSO, Microsoft SQL Server, SQL, HTML, SNMP, Oracle, MySQL, Visio, Microsoft Project, UML, RUP, ITSM, CMDB, ITSM, SRM, SLM..

HARDWARE

Sun Microsystems, Microsoft Windows, Hewlett Packard, and IBM.

OPERATING SYSTEMS AND SERVERS

Sun Solaris, Windows NT/95/98/2000/XP, Linux, HP UX, IBM AIX, Apache Web Server, Microsoft IIS, Remedy ARS, Tomcat, Veritas.

CERTIFICATIONS

Remedy User, Remedy Admin, Remedy Advanced Topics, Remedy Performance, Remedy Application Development and Design. Project Management, ITIL Foundation V2, Certified Permaculture Instructor, Certified Permaculture Designer.

Experience
Sr. Remedy Developer
Information Technology
Feb 2016 - present
  • Development, support and maintenance of BMC Remedy ITSM and custom Remedy ARS 8.x to 9.x applications in a Windows VM/SQL Server environment.
  • This includes but is not limited to: troubleshooting and follow-up of reported bugs, gathering & documenting business requirements.
  • Building & design of application enhancements including forms, menus, fields and work flow to meet business requirements in a multi-server group environment.
  • Responsible for QA & UAT prior to production implementation.
  • Report creation, generation and maintenance.
  • Integration of Customer Support Systems with Business Processes and Systems.
  • Maintain documentation required for ongoing Remedy ARS support.
  • Manage and lead a team on all aspects of the BMC Remedy systems functionality, support, upgrades, licensing, modifications and availability.
SQL Business Requirements BMC Remedy Quality Assurance ITSM Documentation UAT SQL Server Windows Database Maintenance Database Upgrades
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Remedy Developer/Administrator (Consultant)
Information Technology
May 2013 - Jan 2016
  • Working as an independent consultant, in cable, telecom, call center and non profit organizations developing and administering BMC Remedy systems.
  • Worked on several projects implementing BMC Remedy 7.6 -8.x solutions including CMDB population and implementation of ITSM modules. Custom Remedy Development in BMC Remedy 7.6
BMC Remedy Ant ITSM CMDB
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Sr. Business Systems Integrator
Information Technology
Mar 2007 - Jan 2013
  • Development, support and maintenance of BMC Remedy CSS, ITSM and custom Remedy ARS 6.x to 7.x applications in a Sun/Oracle 10g environment.
  • This includes but is not limited to: troubleshooting and follow-up of reported bugs, gathering & documenting business requirements.
  • Building & design of application enhancements including forms, menus, fields and workflow to meet business requirements in a multi server group environment.
  • Responsible for QA & UAT prior to production implementation.
  • Report creation, generation and maintenance.
  • Integration of Customer Support Systems with Business Processes and Systems.
  • Maintain documentation required for ongoing Remedy ARS support.
  • Manage and lead a team on all aspects of the BMC Remedy systems functionality, support, upgrades, licensing, modifications and availability.
Business Requirements Oracle Quality Assurance UAT ITSM Documentation BMC Remedy BSA Database Maintenance Database Upgrades
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Sr. Consultant
Information Technology
Feb 2006 - Mar 2007
  • Charged with development, administrative and support duties to major Telecommunications clients.
  • Primary responsibilities included Remedy Architecture, Development, Support, Business Analysis, generating new business, Technical Demos.
  • Also responsible for backing up Netcool and Netwizard team with support and development duties.
  • All systems were custom designed using ARS 6.x, for Telco Industry Clients.
Business Analysis BMC Remedy Analysis Netcool
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Sr. Consultant
Information Technology
Aug 2005 - Feb 2006
  • Remedy ARS 5.x and 6.x Development, Mid - Tier, Upgrade from 5.x to 6.x.
  • Assisting in requirements gathering, Architecture of several mission critical enterprise application in ARS, SQL, JSP.
  • Design and coding of Web Services for integration with other systems including SAP and LDAP integrations.
  • All systems are custom ARS solutions, not OOTB applications.
WebServices SQL SAP Requirements Gathering LDAP Enterprise Applications BMC Remedy
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Sr. Consultant
Information Technology
Jan 2005 - Aug 2005
  • Remedy ARS 5.x and 6.x Development, Mid - Tier, Upgrade from 5.x to 6.x.
  • Assisting in requirements gathering, Architecture of several mission critical enterprise application in ARS, SQL, JSP.
  • All systems are custom ARS solutions, not OOTB applications.
Enterprise Applications BMC Remedy
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Sr. Consultant
Feb 2004 - Jan 2005
Performed ITIL/Remedy consulting services for various government and financial services clients at different locations around the United States. These services include Business Analysis, Project Management, Software Development, Testing, Planning, Sales, and other consulting related duties as required.
ITIL Business Analysis BMC Remedy Project Management
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Sr. Remedy Developer (Consultant)
Information Technology
Jan 2004 - Feb 2004
  • Performed installation and customization of Remedy ITSM 5.5 with ARS 5.1.2 on Solaris/Oracle platform.
  • The system was designed for a medium sized help desk with approximately 500 users across multiple divisions of the county government.
Solaris Oracle ITSM BMC Remedy
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Project Manager
Information Technology
Feb 2003 - Jun 2003
  • Performed Project Manager functions as they relate to software and hardware implementation in the IP Data Center.
  • Managing multiple internal customer and vendor relationships.
  • Project planning, documentation, budget analysis, and product presentations.
  • Was responsible for assisting the development team on Remedy and Database skills, including migration and clean up of old data for import into the new system and programming the more complex remedy workflow that was required.
Budget Analysis Data Center Project Planning Project Management BMC Remedy
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Lead Business Analyst (Consultant)
Information Technology
Oct 2002 - Feb 2003
  • Approximately fifty percent of my time was spent developing and implementing Peregrine and Remedy workflow within the specific systems.
  • Was tasked with analyzing systems and resources to determine workflows, human processes, skills matrices and analysis, in order to streamline the activities and staffing of the Enterprise IT Technology Store.
  • This includes analyzing BMC Remedy Asset Center and its integration with other enterprise systems including SMS, PeopleSoft, Remedy, Web interfaces, Lotus Notes and various network tools.
  • Analysis of integrated data sources utilizing PL/SQL, Access, Excel, Migrator, and various database platforms.
  • Mentored and lead others within the organization in issues relating to restructuring human processes and use of applications to achieve "Best Practices" goals.
SQL Business Analysis Microsoft Excel BMC Remedy SMS Peoplesoft
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Lead Remedy Developer (Consultant)
Information Technology
Sep 2002 - Oct 2002
  • Responsibilities included developing a web based project management and time tracking system, using Remedy ARS 5.1, Mid - Tier, Win2k and MS SQL Server.
  • This included all phases of the software development life cycle, including Requirements Gathering, Solution Design, Development, Documentation, Implementation and Testing.
  • Mentored and training 2 other developers.
SQL SQL Server BMC Remedy Project Management
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Sr. Business Analyst / Developer
Information Technology
Jan 2002 - Sep 2002
  • Lead Developer and System Architect with 7 direct consulting reports for high profile enterprise application designed to interface customer support systems with billing platforms and SNMP based network discovery tool sets.
  • Performed analysis of current business practices as they relate to the High Speed Data Call Centers.
  • Design and code solutions in Remedy ARS 5.0 to streamline processes and minimize Average Handling Time for Customer and Technical Support personnel.
  • Was responsible for analysis and design of network tools set, serving as a diagnostic aid in resolving customer issues.
  • This included analysis of data and integration of systems using Java, SQL, MS Office Tools, and VBA. High Speed Access
Java SQL Business Analysis System Architecture BMC Remedy Data Integration SNMP
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Sr. Software Developer (Consultant)
Information Technology
Nov 2000 - Nov 2001
  • Sr. Software Developer (Consultant) Responsible for developing on a Remedy ARS 4.5 application for cable modem and DSL users.
  • Involved in requirements gathering workflow modeling and Remedy Web and ARWeb Enterprise integration.
  • Converted Remedy 3.0 to 4.5.2 and general architecture of system on Solaris and NT/2000 with Oracle 8.0.5 database. (formerly MediaOne)
Oracle Solaris BMC Remedy
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Sr. Remedy Developer (Consultant)
Information Technology
Jun 2000 - Oct 2000
  • Lighting Sr. Remedy Developer (Consultant) Implementation of Remedy HelpDesk 4.0, Service Level Agreements 4.0, Asset Management 4.0 and ARWeb 3.0 for the division's internal help desk.
  • This project also included customization and re-engineering the "out of the box" product to fit the business rules and requirements set forth by GE.
  • This project utilized Windows NT 4.0, Windows 2000, Oracle, IIE, MS Access and integration with other HP-UX Enterprise systems.
Asset Management Oracle BMC Remedy Windows
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Sr. Remedy Developer (Consultant)
Information Technology
Jun 2000 - Jun 2000
week project to Reverse Engineer current Remedy ARS 3.0 system and Re-Engineered system to function in ARS 4.0 environment for an internal help desk.
BMC Remedy
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Sr. Remedy Developer (Consultant)
Information Technology
Apr 2000 - Jun 2000
  • Development of internal Remedy 4.0 system for provisioning of HSD, POTS, Cable and other products.
  • Ported system to Solaris/Oracle from NT/SQL Environment to alleviate transaction bottlenecks.
  • Responsible for introducing junior developers to SDLC process and adherence to structured programming methodologies.
Oracle SQL BMC Remedy Solaris SDLC
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Sr. Remedy Developer (Consultant)
Information Technology
Mar 2000 - Apr 2000
  • Responsible for developing a Remedy ARS 4.0 application for 500 plus internal help desk users.
  • Gathered requirements, workflow modeling and JTicket/ARWeb Enterprise integration.
BMC Remedy
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Sr. Project Manager/Remedy Architect (Consultant)
Information Technology
Dec 1999 - Mar 2000
  • Duties included designing a Customer Relationship Management solution in Remedy Action Request System.
  • This includes defining service levels, workflow, escalations and internal procedures.
  • Was responsible for evaluating commercial helpdesk software and recommending a solution.
  • This recommendation included Hardware, Enterprise Systems, Knowledge Base selection, data migration and sizing of hardware for storage of records.
  • Also designed an interface for the companies Advanced Reporting and Automatic Provisioning System using UML, database normalization and design.
BMC Remedy MS Visio Project Management UML Provisioning Data Migration Database Design
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Lead Technical Support Architect (Consultant)
Information Technology
Sep 1999 - Dec 1999
  • Duties included designing a Customer Relationship Management solution in Remedy Action Request System.
  • This included defining service levels, workflow, escalations and internal procedures.
  • I was responsible for creating a web solution for our customers to submit requests for information, including building and configuring firewalls, Solaris servers, WWW, FTP, knowledge base and active web pages.
  • Acted as a relationship liaison between our customer base and the Engineering staff, translating technical solutions to end-users.
Firewall Database Design BMC Remedy Technical Support Solaris FTP
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NGSN 4th Level Support (Consultant)
Information Technology
Jul 1999 - Sep 1999
  • Provided expert level support to user of the Next Generation Service Node.
  • Built a simple issue-tracking tool in Remedy ARS 3.2.
  • Developed support department skills matrix and cross training process.
  • Created and edited technical white papers and training materials for Technical Support Engineers and end users of product.
No skills were added
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Edit Skills
Non-cloudteam Skill
Education
Certifications
Remedy User, Remedy Admin, Remedy Advanced Topics, Remedy Performance, Remedy Application Developmen
Project Management, ITIL Foundation, Certified Permaculture Instructor, Certified Permaculture Desig
Skills
BMC Remedy
2021
19
ITSM
2021
12
Business Requirements
2021
10
Database Maintenance
2021
10
Database Upgrades
2021
10
Documentation
2021
10
Quality Assurance
2021
10
UAT
2021
10
Oracle
2013
7
SQL
2021
6
BSA
2013
5
SQL Server
2021
4
Windows
2021
4
Ant
2016
2
Business Analysis
2007
2
CMDB
2016
2
Analysis
2007
1
Enterprise Applications
2006
1
Netcool
2007
1
Project Management
2005
1
Solaris
2004
1
AIX
0
1
Apache
0
1
Apache Tomcat
0
1
Application Development
0
1
Asset Management
2000
1
Budget Analysis
2003
1
Data Center
2003
1
Data Integration
2002
1
Data Migration
2000
1
Database Design
2000
1
ERP
0
1
Firewall
1999
1
FTP
1999
1
HTML
0
1
IIS
0
1
ITIL
2005
1
Java
2002
1
LDAP
2006
1
Linux
0
1
Microsoft Excel
2003
1
MS Project
0
1
MS Visio
2000
1
MySQL
0
1
Peoplesoft
2003
1
Project Planning
2003
1
Provisioning
2000
1
Requirements Gathering
2006
1
SAP
2006
1
SDLC
2000
1
SMS
2003
1
SNMP
2002
1
System Analysis
0
1
System Architecture
2002
1
Technical Support
1999
1
UML
2000
1
UX
0
1
WebServices
2006
1