• Accredited Developer: ITSM 9.1 Development• ARS 7.6.4 SP3, ITSM 7.6 SP2, 8 application servers, 4(8.1) Mid-Tier servers• Working on MyIT – SRM integration(in dev)• Managed the Service Catalog• Developed Service Request definitions and Advance Interface Forms• Managed Entitlements users and groups• Created and maintained Change, Incident and Tasks templates that are used for SRM • Developed custom apps build on Incident and Change Management, CMDB, etc. • Extending the Analytics Universe for reporting purposes• Web Services integration• 9.1 Upgrade from 7.6.04• Migration of AIF’s for SRM• 3-Way Reconciliation for ITSM application

• ARS 7.1 patch 006, ITSM 7.03, ARS 7.6 patch 003, CMDB on SunOS 5.10• Asset Managemento Modified the Base_Elemeent table and corresponding CMDB tables to add fields for customer specific uses.o Created new CIs as needed. • Change Managemento Created auto approvals to change records for groups that had tasks associated to the change. Once change manger approves the RFC the tasks owners were added approvers of the change.o Modified the assignment engine process such that the assignment process assigned the Change to a select, predefined subset of change managers based on the company that the change was for. Certain change managers were dedicated to specific companies.• Service Request Admino Create and maintained a separate SRM server for external components then used DSO to send the tickets over to our production server. o Created and maintained over 1500 Service Request Definitionso Managed the Entitlement groups.• Requirements gatheringo After the customer submitted their request I met with the client requirements gathering session.o Developed in the test box for user testing.o Propagated to production using Remedy Migrator. • Supporto Tier 1, 2, 3 support for the Remedy application end users. I.e. Error messages, reporting, support with BOA.• Introduced Aeroprise to the account

Information Analyst (Remedy Application Development Team) Sensitive Security Clearance• Customized the USPS National Application Action Request System (ARS).• Primary Remedy coordinator for the migration of 5 Remedy servers from Oracle 7i to Oracle.8i.• Upgraded test server ARS from 4.0.3 to 5.1.• Senior Remedy developer and administrator at the US Postal Service for the last 4 years in 24x7 environment.• Gathered requirements, estimate and develop functionality for the customer.• Installed AR System server 4.0 in a clustered environment.• Installed Remedy Patches on Sun Solaris servers.• Installed Remedy Change/Asset Management.• Troubleshooting production support issues.• Integrated two Remedy sever applications using DSO• Integrated Palm Pilot with Remedy ARS.• Integrated Electronic Mail to submit and query Remedy requests. • Integrated running remedy macros and import tool from the dos command line.• Remedy liaison for CA Unicenter automated ticket creation. • Maintain server File menus, User profiles, paging functionality, and multi-vendor support.• Consult customers on the most efficient way to implement request within the Remedy application.• Primary support Remedy 3.2, 4.0 and 4.5 clients in a Windows 95, 98, 2000, NT and XP (ACE) environments. More than 5,600 registered users and over 800 concurrent users.• Support multiple Remedy servers on Sun Solaris (3 development servers, 3 production servers where 2 are in a High-Availability (HA) cluster environment.• Administer Remedy paging using Telamon (Telalert) software.• Administrator of the Extranet Manager ftp server(Windows 2000) application that ftp Remedy tickets to and from external vendors not on the postal network.• Master ARSuite.

Remedy Engineer• ARS 5.1.2 on Oracle 10G• Requirements gathering• Developed new functionality on test server and manually migrated into production. • Configured custom application to work on Mid-Tier• Developed a custom Change Management and Approval Process application to integrate with current existing application• Bug fixes and application optimization• Remedy Migrator 7.0.1 • Backup Network Administrator

Remedy Engineer/Consultant• WWE, Stamford, CT – Installed ARS 6.3 and Helpdesk 6.0• Ft. McCoy, Sparta, WI – Implemented Change Management processes, bug fixes and customized helpdesk• Checkfree, Norcross, GA – Functional Specification documentation, application testing and enhancements