Garrick Tomiyama Email & Phone Number

San Diego, Ca, Us

United States

Troubleshoot and develop technical solutions related to software and implementation errors. Create workaround procedures for known software bugs in anticipation of a formal fix-patch or version upgrade.Provide customer guidance on standard solutions.Work directly with the Product Development team to provide solutions and enhancements to the product.Facilitate regularly scheduled meetings with the customer base to ensure all their issues are addressed and resolved with satisfaction.Provide guidance and training to new customer administrators to the product.

United States

The central point of contact for customers and advocates for them to improve the customer’s experience as it pertains to Ivanti/Cherwell products and services. Responsible for developing on-going relationships with customers to foster customer loyalty and ensure strong customer satisfaction within current customer community. My primary customer-focused objective is to provide a forum for customers to connect with their community to collaborate, learn, and share innovative ideas and solutions to improve overall customer success and have a memorable experience.

Provide implementation services for Ivanti Service Management customers.Gather customer requirements and design, configure, test, troubleshoot, and document Ivanti/Cherwell ITSM implementations.Provide staff augmentation services for Ivanti Service Management customers supporting the administration and development within the Ivanti/Cherwell platform.Develop training materials for live and/or recorded user training consisting of presentation slides, hands-on exercises, quiz, and quick start cards.Deliver onsite or virtual end-user training on processes configured and supported in Cherwell.

Colorado Springs, Colorado Area

Provide implementation services for Cherwell customers.Gather customer requirements and design, configure, test, troubleshoot, and document Cherwell ITSM implementations.Provide staff augmentation services for Cherwell customers supporting the administration and development within the Cherwell platform.Develop training materials for live and/or recorded user training consisting of presentation slides, hands-on exercises, quiz, and quick start cards.Deliver onsite or virtual end-user training on processes configured and supported in Cherwell.

Colorado Springs, Colorado

Conduct training for new customers, partners, and employees in the following courses: Administration Foundations, Developer Essentials, Introduction to the Cherwell REST API, Configuring the Cherwell Email and Event Monitor, Customer Self Service Portal Design, Managing Multiple Environments and Cherwell Administrators, Designing OneSteps and Automation Processes. Provide on-site custom training for customers as requested.Lead pre-conference technical training sessions on the use of Cherwell at the Cherwell Global Conferences/Clear.Team Lead for Cherwell Instructors within the global Learning Services team.Coordinate scheduling of all instructor led course offerings for the global Learning Services team.Provide training on course content as well as Cherwell technology for new instructors.Provide subject matter expertise on the content and design of the Cherwell Developer Essentials five 5 day course.Provide subject matter expertise on the content and design of Designing a CSI Solution for Cherwell Development one-day virtual course.

An ITSM professional that has over 15 years of experience administering ITIL/ITSM applications. Joined Western Union in 2011 to successfully lead the upgrade of the existing ITSM suite but soon realized the limitations and challenges within that tool. In 2015, a decision was made to convert to the Cherwell Service Management platform, and led a team that was able to implement Incident, Request, Change, Release, Configuration, Knowledge, Problem, and the Self-Service Portal within a “Big Bang” approach.Migrated a highly customized HP Service Manager environment to Cherwell Service Management implementing all Major Business Objects highlighting a very complex Change Management system.Team Lead in the administration and development of a high-volume Cherwell Service Management System generating over 40,000 Incident and 2,300 Change Request records monthly.Advanced experienced utilizing the tools provided within Cherwell Service Management which include (but not limited to); forms design, One-Steps, expressions, Blue Prints, mApps, Automation Processes, and the Cherwell Scheduler.Oversee multiple integration points to the Cherwell environment utilizing the Cherwell Mail Monitor, REST and SOAP API, and csv data imports.Member of a team to integrate Cherwell Service Management, HP uCMDB, and HP OMI applications to share discovered CI data utilized within infrastructure system monitoring, ticketing, and reporting.Developed a new major business object (SITS) to migrate multiple teams from an outdated Notes database to the Cherwell environment.Developed and maintain a Continual Service Improvement program designed to highlight and prioritize enhancements to the Cherwell environment with a steering committee composed with the major ITSM stakeholders within WU.Standing member of the Cherwell Software Customer Advisory Board (CAB) 2015-2017.

Successfully, migrated HP Service Desk to HP Service Manager 9.21 while incorporating proper ITIL processes within the tool to fit Western Union.Lead Developer/Administrator of the HP Service Manager ticketing system supporting internal ITIL processes and worldwide agent call centers.Customized configuration to HP Service Manager using the HPSM toolset and custom Java Script.Manage SDLC and Release processes for all HP Service Manager scheduled maintenance, modifications, and upgrades.

SENIOR SYSTEMS PROGRAMMERAdministrator of the Unicenter Service Desk, Infoman, and iWise Incident, Problem, and Change Management applications supporting multiple business units.Customize the Unicenter Service Desk application using HTMPL, Java Scrip, HTML, and SPEL programming languages, within the scope of ITIL/ITSM guidelines.Customize the Infoman and iWise Problem and Change Management applications using IBM’s Panel Modification Facility and Terminal Simulator Panels.Create customized Problem and Change Management reports via Infoman’s Report Format Table.Schedule and administer daily, weekly, and monthly batch jobs that process reports or scheduled functions within the Infoman database.

FacilitatorLiaison between First Data Technologies and internal First Data business units.Schedule and chair daily, weekly, and monthly meetings between the Business Units and FDT Management and Technicians.Incident & Problem ManagerReview daily issues reported in the Infoman database and provide updates to the respective business units.Manage major issues/outages between FDT Technical Groups and Business Units to resolution.Provide root cause analysis and post mortem documentation on major issues/outages.Negotiate Service Level Agreements between FDT Management and Business Units.Compile and document monthly Service Level Agreement statistics with information provided within the Infoman database.Provide customized Problem Management reports to Business Units.Change ManagerCoordinate system changes with FDT and Business Units.Monitor all change requests to ensure business requirements are met, install and back-out instructions are complete, and approvals are obtained before implementationEngage early in the development life cycle to provide support and smooth the transition of changes from project initiation to implementation Project ManagementProvide project management functions for large system initiatives.Provide and update development calendar with current status of all projects concerning the business units.Coordinate weekend change timeline to ensure no conflicts between scheduled system and application changes exist.