Brian Pederson Email & Phone Number

Honolulu, Hawaii

Honolulu, Hawaii

Senior Remedy administrator responsible for maintaining data consistency, improving user experiences, and developing & running custom reports to meet business needs.Service provider of General Dynamics Information Technology, contracting firm of Apex Systems.

Honolulu, Hawaii

Senior consultant responsible for designing and implementing custom service catalog solutions with easily extensible setup to meet our client's needs and budgets.---I've worked with multiple clients in need of rationalization and automation for their IT service management systems. Alongside the clients I discover the bottlenecks in their workflow and commonalities among their policies, letting me create complex but understandable flows that account for, and can automate, various approval and assignment policies that works for everything from new and replacement hardware to application installations and permission updates.Within their preferred service desk & catalog systems I have created customized solutions, focusing on templates that the customers can leverage to quickly deploy complex services in their catalog with minimal additional work. This has resulted in customers able to create hundreds of additional service offerings with complex features such as multiple approvals (serial and/or parallel), multiple tickets within single offerings, and ticket assignment based on user-selected information. All of which were created with existing staff and a minimum of additional training.

San Francisco Bay Area

Senior consultant responsible for designing and implementing custom service desk solutions to meet a wide variety of client's needs.---CSC needed a ticketing service management solution that could ask questions of the users and take that data, be it free-form text or database-driven drop downs, and create custom tickets and assignments based on the answers to those questions. They also needed this to work within their existing BMC Remedy 6 environment.Leveraging BMC Remedy’s service catalog, such as it was, I created a SQL-based question and answer system which allowed for questions to be created based on user data such as job title or department as well as user-inputted informationAdditional improvements, such as a SQL based copying mechanism for the questions as well as customized management windows, were added over time. These systems were ported to both Remedy 7 and Remedy 8 as CSC upgraded their environments and are still used at CSC to this day.---I created, documented, implemented, and trained others in a custom export and import process for BMC Remedy 6 (and later 7 and 8) for both CSC and United Technologies (UTC). The process automated many previously-manual tasks, letting me batch update objects in Remedy (Filters, Active Links, Forms, etc.) in a repeatable manner to multiple servers as well as keep log files of the events. This process was followed every week on either the development, staging or production environments until BMC, agreeing with the need for such a tool, developed their own similar solution.---I've worked on implementing and upgrading CA Service Desk solutions for multiple clients, including Interval Leisure Group, AECOM, the State of Colorado, John Muir hospital, and the California Public Utilities Commission.