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Remedy
Herb@ibtcinc.com
408-309-5316
24 years experience W2
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Summary

Experience
Jan 2019 - Sep 2019
Worked with Client to develop SRM SRD's for internal use in SRM 9.1 Provide technical assistance involving stuck requests in queue. Followed procedures related to the Companies development cycle Pushed code thru the different Remedy servers. Developed in Dev, tested in QA, Verified in Prod
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l "_Toc41561729" Geocent - Senior Software Engineer I
Information Technology
Jul 2018 - Dec 2018
\l "_Toc41561728" Equinix - Employee Augmentation
Software Engineer
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Employee Augmentation
Jul 2018 - Dec 2018
Various task involving modifications to current Remedy Custom code to the creation of custom code to enhance company directed projects *
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Geocent - Senior Software Engineer I
Information Technology
Nov 2016 - Feb 2018
ITSM 8 and ITSM 9. Granted a DOD Secret clearance to Assist with day to day activities. Provided guidance for upgrading the current version of remedy to Version 8 and then to 9 when requested Researched and provided documentation for an upgrade from 7.6.04 to 9.0.x Documented procedure for their Remedy Developer to apply patches to the Dev and QA environment Explained the same procedures to the MS Server Admin (non-Remedy personal) on applying patches to the ATFP (Anti Terrorism Force Protection) application in Production environment Documented procedure for their Remedy Developer to install ITSM 8.x to the Dev and QA environment Explained the same procedures to the MS Server Admin (non Remedy personal) for installing ITSM 8.x to the ATFP (Anti Terrorism Force Protection) application in Production environment Documented and demonstrated the auditing capabilities for the current 7.6.04 Worked with BMC Support to resolve issues that arose while applying patches and during fresh software installation for ITSM 8.x *
Software Engineer ITSM
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Contractor
Mar 2015 - Nov 2015
ITSM 7.5.x
  • Administer application data daily Process queries and reports as requested by users. Monitor server logs to ensure that all system transactions are processed correctly. Manage Remedy user accounts and process access requests. Assist with on-boarding guide, collect, verify and process requests. Manage and resolve a queue of tickets. Perform analysis and documentation of requirements and processes. Assist in planning and scheduling of changes to the Remedy system and applications. Provide daily support to customers of the SMC Remedy application. Evaluate, design, develop, and debug BMC Remedy forms and workflows for IT and non-IT functional areas. Configure ITSM suite in a multi-tenant, internal support and external customer facing environment. Develop and maintain application interfaces to BMC Remedy systems. Monitor and support BMC Remedy implementations and upgrades. Analyze existing IT processes as related to ITSM tools. Work as a member of BMC Remedy related projects. Support and train all users on use of BMC Remedy and supporting systems. Participate and engage in meetings to discuss, address, evaluate, support, or advance the role of Remedy. Recommend process improvements to increase employee productivity and reduce administrative overhead as
  • identified
  • Through and auditing. Provide scheduled metrics reporting as defined by management. Provide ad hoc reporting on an as needed basis. Support related systems as required by management. *
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Mar 2014 - Mar 2015
  • Process queries and reports as requested by users.
  • Provide daily support to customers of the SMC Remedy application.
  • Evaluate, design, develop, and debug BMC Remedy forms and workflows for IT and non-IT functional areas.
  • Configure ITSM suite in a multi-tenant, internal support and external customer facing environment.
  • Develop and maintain application interfaces to BMC Remedy systems.
  • Monitor and support BMC Remedy implementations and upgrades.
  • Analyze existing IT processes as related to ITSM tools.
  • Work as a member of BMC Remedy related projects.
  • Support and train all users on use of BMC Remedy and supporting systems.
  • Participate and engage in meetings to discuss, address, evaluate, support, or advance the role of Remedy. Recommend process improvements to increase employee productivity and reduce administrative overhead
  • as identified through reporting and auditing.
  • Provide scheduled metrics reporting as defined by management.
  • Provide ad hoc reporting on an as needed basis. Support related systems as required by management *
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Jan 2014 - Mar 2014
Tended to family issues and personal activities Several Multimedia Projects
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Information Technology
Apr 2013 - Jan 2014
Contactor Remedy Versions Remedy ARS 7.1, Patches 3,7,9 and 11, ITSM 7.3, Remedy ARS 7.6.04, and ITSM 7.6.04 Upgraded ARS 7.1 patch 3 to ARS 7.1 patch 11 Upgraded ARS 7.1 patch 11 to ARS 7.5. Utilized BPCU to identify data issues we may encounter when upgrading from 7.5 to 7.6 version Upgraded ARS 7.5 patch 11 to ARS 7.6. Upgrade and Configured Safeway's current Remedy environments (Sandbox, Dev, QA, ) from CMDB 2.1 patch 3 Upgraded Sandbox, Dev and Q/A environments CMDB 2.1 patch 3 to CMDB 7.6, Reviewed and Analyzed installed ITSM 7.0.3 for possible issues and performance improvements Configured and managed people accounts. Assisted users with issues during QA UAT. Responded to incidents where users experienced issues to determine if cause was caused new workflow or caused by existing workflow or configuration Provided customer with options on how to reduce the amount of downtime for database restores Communicated and worked closely worked closely with BMC Support to identify and correct issues resulting in failed attempts for CMDB upgrade. Documented modifications and customization to new and existing objects Modified existing data and configuration parameters for Asset Management module Modified existing data and configuration parameters for Incident Management module Modified existing data and configuration parameters for Change Management module Reviewed and proposed options for SRM implementation in the future. Performed and provided documentation on licensing of remedy products. *
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Cambia Health - Contractor
Feb 2013 - Apr 2013
ARS 7.5, ARS 7.6 ITSM 7, ITSM 7.6.04, Remedy ARS 8.1 Designed objects in 8.1 environment using Best practices. Example - using overviews for existing BMC work flow and objects Transformed requirements into workflow for the Remedy ITSM 8.1 environment Migrated legacy code from 7.1 environment to ITSM 8.1 test Migrated legacy code from 7.1 environment to ITSM 8.1 QA Migrated legacy code from 7.1 environment to ITSM 8.1 Production Created custom workflow, forms per requirements to meet customer expectations Documented modifications and customization to new and existing objects
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Contractor
Information Technology
Mar 2012 - Dec 2012
Remedy Versions Remedy ARS 7.1., ITSM 7, Remedy ARS 7.6.04, ITSM 7.6.04, Upgraded ARS from 7.1 to 7.6.04 Installed and configured Remedy ITSM 7.6.04 Incident, Change, Asset modules Imported data into various forms of the ITSM 7.6 application Configured and managed of Servers belonging to the Server Group. Identified and modified workflow or data that were causing issues for end users while attempting to create or run reports. Analyzed and identified workflow issues that arose in the ITSM modules. Assisting users through the software development cycle Trained end users on to navigate through ITSM 7.6.04 Manned phones for Support of new BMC Remedy application on go live.
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Help Desk
Dec 2010 - Dec 2012
Fulltime
  • Remedy Versions Remedy ARS 6.1, 7.1, 7.5 and 7.6, ITSM 7, ITSM 7.5 and ITSM 7.6.04,
  • Troubleshooting reported issues from customers on ARS and ITSM platform involving SRM, Work Order, Help Desk, Change, Problem, RIK, Mid Tier modules
  • Investigating and correcting bugs or discrepancies reported in the application by either correcting the Data or my modifying the Objects (Forms, Filters, Active Links, Escalations, Menus, Active Link Guides, and Filter Guides.
  • Providing documentation for any modifications made to the either the code or the db.
  • Assisted end users with technical issues relating to their flavor of the ITSM application and providing training if needed.
  • Interacted on a daily basis with other employees within the company and on some occasions when asked, directly with a client. Interaction was of a Remedy nature for either getting QA set up for an upcoming rollout of our ITSM suite, speaking with end users who had reported issues with the application for either clarification of an issue or to ask if they could demo the issue they were experiencing.
  • Participated in on-call rotation for weekends and After-hours.
  • Assisted Several North American CSC organization with Technical support during software upgrades and new roll outs
  • Provided analysis and recommendation when requested by the IT Director to investigate the cost and effectiveness on whether a custom application built by another organization within CSC was more cost effect, productive, more efficient then a product we had in production. Requested by the IT Director to assist in an issue where a piece of modified code was introduced into a client's Remedy environment that utilized AR Server's ability to lock down the code with Code Locking option. As part of the Global Development team we were responsible for all the Remedy Development on the CSC Leveraged Remedy application. These leveraged ITSM application were customized to meet the need of the individual clients. The OS platforms were Win NT 2000, 2005 and 2008 Servers running MS/SQL of various releases. There were also instances of Remedy Servers running UNIX with Oracle Database. Day to Day Activities included but not limited to: Troubleshooting reported issues from customers on ARS and ITSM platform involving SRM, Work Order, Help Desk, Change, Problem, RIK, Mid Tier modules Investigating and correcting bugs or discrepancies reported in the application by either correcting the Data or my modifying the Objects (Forms, Filters, Active Links, Escalations, Menus, Active Link Guides, and Filter Guides. Providing documentation for any modifications made to the either the code or the db. Assisted end users with technical issues relating to their flavor of the ITSM application and providing training if needed. Interacted on a daily basis with other employees within the company and on some occasions when asked, directly with a client. Interaction was of a Remedy nature for either getting QA set up for an upcoming rollout of our ITSM suite, speaking with end users who had reported issues with the application for either clarification of an issue or to ask if they could demo the issue they were experiencing. Participated in on-call rotation for weekends and After-hours. Assisted Several North American CSC organization with Technical support during software upgrades and new roll outs Echelon
  • Contractor
  • various times -
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Jul 2010 - Oct 2010
Contactor - ITSM 7 Performed analysis on current workflow to enhance Server performance Built several Virtual Remedy servers to be utilized as dev and qa machines. Participated in team meeting to discuss and architect new issues tracking application Provided method to remove several thousand orphaned records from production server in a safe and efficient manner. Provided training to eBay remedy administrators for installation and configuration of ARS 7.1.0 server and 3rd party integrations *
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Information Technology
Mar 2009 - Nov 2009
Remedy 5, ITSM 5.5, Remedy 7.5, ITSM 7.5 Responsible for moving the customer from ITSM 5.5 to ITSM 7.5 to comply with BMC Support Contract. Installed and configured ITSM 7.5 and mid-tier on a virtual 64bit OS and Database Migrated data from ITSM 5.5 to ITSM 7.5. Gathered and implemented Legacy customization into ITSM 7.5 application. Customized several forms by adding customer required fields and workflow to support requirement. Branded mid-tier login and logout pages with custom images. Branded headers for Crystal Report.
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Contractor
Jan 2008 - Jan 2008
Remedy 7.1 ITSM 7.1 Gathered and documented requirements for an application that would allow the State of Texas to conduct their yearly audit more efficiently. Designed, developed and implemented a custom application built on BMC Remedy ITSM 7.1 platform that integrated with Navara Mobility Suite. Application allowed Texas State Auditors to scan State asset and send to tag # to Navara Mobility Suite Server. Navara Server could then sync data collected and send new data to Inventory Asset App, which would then verify that predetermined data was present. The application would then push the data to CMDB database Created Administrator and User documentation. Trained key personnel in the use of the application .
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Quality Staffing - Contractor
Jan 2008 - Jan 2008
ITSM 7.0 Gathered and documented requirements Installed Windows Server and MSSQL on server Installed and configured BMC ARS 7.0, Mid Tier, Tomcat 5.x, SRM 2 Created Administrator and User documentation in .doc format and also in html format. Trained the Trainer in the use and Administration of the application. *
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Chevron - Contractor
Information Technology
Jan 2008 - Jan 2008
Was the SME for Remedy ITSM 7.0 suite to assist Deloitte consultants in their effort to provide Chevron's HR Department in consolidating the many different methods of communications that the HR Department received from their Asian, European and U.S employees. Provided answers and direction to Deloitte Consultants on approach for gathering requirements. Provided answers to HR leadership for the design of the application based on best practices. Participated in team meetings with Deloitte Consultants to outline areas of concern. Interacted with SAP and SharePoint Developers for best approach to gather data from their respective databases. Designed prototype application using ITSM 7.5 based on requirements as a proof of concept model. Demonstrated application to key members of Chevron's HR team.
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Contractor
Jan 2008 - Jan 2008
Ongoing support for ARS 5, 6 and 7 Responsible for updating 3 custom applications to use people data from LDAP instead of the in-house developed form. Gathered requirements to migrate the 3 organizations custom application to use LDAP. Interacted with LDAP Administrator to gather connection values. Developed workflow to use LDAP connection instead of in-house form. Provided demonstration to the 3 organization users and managers on new workflow. Provided documentation, workflow and roll backplan to Genentech's in-house Remedy Administrator for migration of new workflow to production server. *
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Contractor
Information Technology
Jan 2007 - Jan 2007
Provided Project Management for a project that involved the consolidation of Mayo Clinics call centers located in Minnesota, Florida and Arizona. Installed, configured and implemented ESS@Work (a product similar to Remedy ITSM). Participated in meetings with several organizations at the Minnesota location to gather and flush out the baseline requirements needed for the consolidation and implementation of ESS at the Mayo Clinic call center in AZ. Communicated with all key players by providing weekly status reports and project timelines. Held onsite meetings with the involved organizations to continue gathering requirements for implementation. Held meetings with networking personnel to identify location and schedule for hardware installations. Held meetings with database Administrator to ensure the database and connections were active. Passed along configuration data to Remedy Developer in Europe. Tested baseline hardware configuration. Installed ESS software and tested baseline installation for web and user tool connectivity.
  • Cisco
  • Contactor
  • 2007 Remedy ARS 6.3 Contracted to identify and correct issues with the production custom Remedy ARS 6.3 application not displaying the data in the correct fields. Identified the issue as a corrupt database, created script to export the data from their database tables in csv files. Rebuilt the corrupted database tables and re-imported the data. Designed and tested with Cisco's Remedy Administrator to ensure the data was populating the correct tables based on the menu choices. Validated the correction as successful and briefed the IT Manager on the issue and the correction. *
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Kawasaki - Contractor
Jan 2007 - Jan 2007
Customized Remedy ITSM 6.3 application by adding new fields and workflow to helpdesk and SLA modules. Created crystal reports, Created and modified application to produce different flashboard chart. Created integration to allow lookup of current employee personal data. *
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Contractor
Jan 2006 - Jan 2006
Ongoing support for ARS 5, 6 and 7 Contracted to add enhancements for the UI on a custom application I previously built. Built a custom application to allow the clinically testing and procedures to easily submit, modify and approve changes to testing procedures. *
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Treason (Motorola) Contractor
Jan 2006 - Jan 2006
Gathered requirements for the installation, configuration and customization of Remedy ITSM 5.5 to meet the needs of the client. Installed, configured Remedy ITSM 6.3 to customer requirements Modified Helpdesk and SLA applications as per requirements. Created documentation to outline the modification to the Out-of-The Box ITSM suite Conducted train the trainer sessions and manual
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QLogic- Contractor
Information Technology
Jan 2005 - Jan 2006
Created custom web interface for requestors to submit requests on Remedy ARS 6.3. Created custom web interface for outside Vendors to view and modify requests assigned to them. Provided training to admin for both function and support of the custom application. *
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Contractor
Jan 2005 - Jan 2005
PAGEREF _Toc41561750 \h 13
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IPG - Contractor
Information Technology
Jan 2005 - Jan 2005
Conducted meeting and workshop on DSO to gather requirements to implement a follow the sun support model with their European * counter part using Remedy ITSM 6.3 suite Turned requirements into a functional design document for approval Created workflow utilizing DSO to assist IPG with there follow the sun support model with their other site located in Europe. Created test cases and admin documentation. *
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Jacobs Engineering - Contractor
Information Technology
Jan 2005 - Jan 2005
Installed and customized Remedy ITSM 6.3 (Helpdesk) Created basic crystal reports Integrated with apropos acd system to route calls to appropriate support personnel, Created custom nightly import of personal data Trained users in California Flew to Kentucky to train users.
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Contractor
Information Technology
Jan 2004 - Jan 2005
Remedy 5 and ITSM 5 Responsible for implementing 3rd party product from Blazent Technology to WB ITSM 5.5 to gather asset information (product similar to Microsoft sms) to populate WB asset module. Designed, developed and implemented a reporting solution by off loading data from production to reporting server for a reporting solution. One of Two Lead Developer's responsible for over-seeing development, system architecture, and code migrations. Technical contact for all issues related to WB's Remedy environments (dev, qa, prod, training and integrations). Developed scripts using Script-It to import data from .csv pass - Contractor -
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Save Technology - Contractor
Jan 2003 - Jan 2004
Provided Remedy Administrative tasks added users reset passwords and created workflow as directed by Manage on
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Contractor
Jan 2003 - Jan 2003
PAGEREF _Toc41561753 \h 13
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Jan 2003 - Jan 2003
Modified CRM 4.5 application and mid-tier to customer's requirements. *
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Contractor
Jan 2003 - Jan 2003
Installed, configured and customized ITSM 5, .5 Designed the Remedy 5.5 Helpdesk application to interface (using Script-it) with an automated solution to assist with the daily import data from an external database. *
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Information Technology
Jan 2003 - Jan 2003
Gathered requirements to install, configure and implement Remedy's CRM 4.5 product. Met deliverables, configure and customize application within a 2 person team and the assistance of the in house Remedy Developer. *
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Developer
Information Technology
Jan 2001 - Jan 2003
Year 2002 Responsible a Developer for converting the in house ARWeb 3.X into a Remedy Web 4.x application. * Toshiba Year 2002 Responsible as a Developer for customizing the current application and Installed and configured Remedy 5.0 and mid-tier and Crystal Reports Enterprise and Crystal Report Designer. Designed customer facing control panel to allow Toshiba's distributor's to check on contract and product status Provided custom app to allow reporting capabilities over the web.
Crystal Reports Web Developer
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Fulltime Employee - Professional Services Consultant
Jan 1999 - Jan 2001
Responsible for Customer interaction to establish requirement analysis, and development for Remedy Applications. Leads Performed the role of Project Manager on several projects. Developed, tested, and implemented Remedy AR System. Conducted customer training on Remedy AR System, Client tools, Remedy ARWeb, and Remedy Web (Java Client). Created multi-media training programs using applications such as RoboHelp, Adobe Photoshop, and Adobe Premiere to provide employee-training seminars. Responsible for troubleshooting Win NT 4.0, Win2000 workstation, server issues and network problems. Performed SQL 6.5 and 7.0 configuration. Installed, customized Help Desk 4.0, Remedy Web and Arweb on a Win NT 4.0 platform using Microsoft SQL 6.5. Installed, customized and trained the Administrator on Help Desk 4.0, Remedy Web and Arweb. Team member for a multi million-dollar custom built application. Custom designed a knowledgebase. Lead Developer responsible for customizing the currently installed Arweb application. Installed and customized CRM application. Created and modified the customer ticket tracking application to allow them to associate the Support Contract with each client. Developed a prototype for converting the current external bug tracking application into a Remedy Application. Stabilized and upgraded the current installation of Sales Continuum and Management. *
Project Management SQL
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Developer experience
Information Technology
Jan 1998 - Jan 1999
PAGEREF _Toc41561761 \h 14 \l "_Toc41561762" Personal Profile PAGEREF _Toc41561762 \h 14 Bio Developer experience Including hardware specifications installation of operating systems databases and web applications. Installation of Remedy Action Request System versions 3 through 8. Installation of Remedy ITSM Versions 4 through 8. Configuration of foundation data using manual configuration, and pulling data in from outside resources using ar-import tool. Experience in creating custom application from customers' requirements. Experience with modifications BMC Remedy applications. Experience with creating reports using Crystal Reports and Crystal Reports Enterprise. Last version utilized was Crystal Reports 9. Integrated 3rd party notification bundles such as Telamon, Cura-bind, and BMC Mobility. Good understanding of technologies used in the IT industry surrounding the BMC Action Request System. As an BMC Remedy Consultant with over 16+ years of progressively responsible positions in diversified and very large production and development environments in various domains like IT, Banking and Retail with ITSM. BMC Remedy expert with primary proficiency in installing, administering of multiple remedy AR and ITSM versions 6.3, 7.1, 7.5, 7.6.x, and databases in Solaris, Unix and Windows Operating systems. BMC Remedy training on AR System Administrator on 7.x. Working knowledge on ITIL processes/framework. Expertise on Remedy AR System out of box products and developing the customized applications. Full life cycle knowledge on all the ITSM modules (Incident Management, Change Management, SLA Management). Good understanding of Remedy Mid-tier system and Web Services. Provided Production Support and resolved issues within the stipulated time. Excellent troubleshooting skills to identify and resolve issues that arise within the application. Maintenance of the Remedy Email Engine and resolution of email related issues. Proficiency in assimilation of System Requirement Specifications and Business process analysis and handled large software projects from concept to completion. Expertise in Project execution, Design, Coding, Documenting and troubleshooting applications in Remedy. Experienced in all phases of the Software Development Life cycle including Requirements gathering, Design, Development, Testing and Deployment. Capable of making decisions within own sphere of responsibility and authority, always strives to exceed customer satisfaction, dynamically seek, and assimilate new knowledge and encourage others to do the same. Ability to lead and manage a wide variety of design and development projects in team and independent situations. I am a volunteer member of the Advisory Board for the World Wide Remedy Users Group, and have acted as Director of Photography at WWRUG annual conferences as well as various volunteer duties. WWRUG promotes the use of BMC Software's Action Request System, Remedy, ITSM and related product families as well as 3rd party software offerings through annual conferences, regional meetings and maintenance of the ARS list mailing list. WWRUG is a non-profit organization of industry professionals that is independent of, but very much interested in, BMC Software.
Solaris Project Management Crystal Reports ITSM Windows
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Information Technology
Jan 1998 - Jan 1999
Fulltime Employee - Remedy Dev, Web Dev and Telecom Admin Developed, tested, implemented and administrated the Customer Services Technical Support call handling Remedy AR System. Conducted departmental training on several applications including: Remedy AR System Client tools, Remedy ARWeb, Remedy Web (Java Client), MeetingMaker and web based Java Client, and Right-Fax applications. Created multi-media training programs using application such as RoboHelp, Adobe Photoshop, and Adobe Premiere to provide worldwide rollout of employee training seminars. Designed and programmed for the Customer Service Department Internet and Extranet website. Programmed and administrated the Customer Services Call handling ACD system. Interfaced, designed, implemented and administrated CuraMessage notifications thru Remedy via email, pager and phone to our Technical Support Engineers, Field Support Engineers, RMA Admins and Contract Personnel. Gathered data from Remedy and ACD to produce monthly and quarterly reports for Executive Management.
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Edit Skills
Non-cloudteam Skill
Education
Computer Sciences
not provided
Designing Effective Forms for the Web
not provided
CBT ITSM
Asset Management
Skills
ITSM
2018
4
BMC Remedy
2020
3
Crystal Reports
2003
3
Project Management
2001
3
Software Engineer
2018
2
SQL
2001
2
Web Developer
2003
2
Solaris
1999
1
Windows
1999
1
CMDB
2014
1
Scripting
0
1