Perform core configuration tasksWork with User Interface (UI) policies, data policies, UI actions, business rulesProvide second tier application supportInsure adherence to established standardsConfigure, design, implement modules for Change, Incident, Asset ManagementBuild documentationAdd users, groups and rolesManage data with tables, the configuration management database (CMDB), import sets and update setsCreate workflow activities and approvalsConfigure alerts and notificationsView upgrade history and statusControl system access and data securityRun reports, configure service level agreements (SLAs) and perform instance branding and customization

• Responsible for the analytics of ITSM through Remedy• Used Business Objects to create, modify and manage scheduling of over 200 reports• Coordinated with HR and support personnel for the creation, maintenance and distribution of support locations in the Remedy system• Developed and supervised project to create new SharePoint sites for the ITSM team as part of transition to SharePoint 2013. Designed, programmed, scripted and organized pages • Created and maintained Nintex workflow to move imported reports from SFTP server to SharePoint libraries• Created and maintained documentation on processes and procedures used by the ITSM team as well as user guides, reports, processes and other documentation.• Created and distributed Remedy reports• Provided analysis of Remedy foundation data to be used in updating and streamlining information to improve support and analytics.• Performed root cause analysis of discrepancies in data imports to Remedy• Monitored and addressed application or performance issues. • Provided technical assistance and consulting to IT service departments on application related problems. • Understood and worked with software requirements. Translated requirements into technical designs and proof of concepts. • Developed and implemented productivity and effectiveness metrics. • Trained new users in the use of applications.

• Responsible for the administration and support of ITSM / Service Desk through Axios Assyst• Responsible for the installation, configuration and maintenance of the software application and all related systems. • Performed application migrations, upgrades, fixes and issues during and after normal work hours. • Monitored and addressed application or performance issues. • Provided technical assistance and consulting to IT service departments on application related problems. • Identified and designed solutions that leveraged Enterprise packaged software functionality to address business functional needs. • Developed and implemented productivity and effectiveness metrics. • Trained new users in the use of the application. • Created and maintained user guides, reports, processes and other documentation. • Responsible for the role of the Knowledge Management process including the design, delivery and maintenance of the strategy, process and procedures. Maintained library of over 600 knowledge articles. Provided statistics to management on article usage in resolving incidents.• Developed and supervised project to update Knowledge Base. Established process for review of new articles to ensure accuracy, formatting, relevance and that appropriate keywords were associated to improve search results.• Measured customer satisfaction and implemented service improvements.• Responsible for the administration of Active Directory, e-mail, VPN and other end user account creations and terminations. Ensured integrity of over 1500 employee accounts.• Ensured compliance to SAR process and security policies and procedures.• Performed system access and termination reviews quarterly to ensure compliance. Took corrective actions where required. • Published reports to IT Leadership team including a rolling list of new hires, call and ticket statistics for the service desk and IT personnel and asset tracking of thousands of assets (PCs, cell phones, printers, etc.).

• Worked with BMC Remedy suite of products to install, configure, troubleshoot, upgrade and maintain customer systems. • Responsible for ensuring that customer application servers functioned as designed, assisted in fine-tuning processes, analyzed various logs and configuration files and worked with Remedy administrators to keep critical systems operational. • Configured, modified and customized BMC ITSM components including: Incident Management and Problem Management (Service Desk), Change Management and Asset Management. Developed approval, assignment and notification processes, change scheduling according to business time segments, and purchase processes. • Coordinated with the customer, sales and management to plan future customer environment work (database/server moves or upgrades, transitions from physical to virtual machines, load testing systems, etc).• Chosen to serve as customer representative for several “high visibility” customers (larger contract, special needs, recently acquired from competitor, etc.). As such would be the “face” of the support team and be involved in, and assist on all issues that were being worked. Customers included state and federal agencies and Fortune 500 businesses. • Special duties included:o Worked with customers and engineers to plan upgrade and development projects, gathering requirements and business needs so appropriate project plans, timelines and resources could be coordinated.o Created documentation, FAQs, Knowledge Articles and instructional papers for customers and end-users describing how processes and procedures should be implemented and followed. Provided instructions both in person and via web conferences. o Organized and updated Knowledge Base, transitioning articles from server housing to Knowledge Management system. Eliminated duplicates, standardized formatting, ensured appropriate keywords were associated with articles to improve search results.

• Supervised support team responsible for installing, configuring and troubleshooting AS2 secured transmission application on multiple platforms (MVS, Linux, AS400, Windows). • Oversaw distribution of licensed software and maintained databases of customers.• Created weekly and monthly metrics of support cases and distribution statistics. • Special duties included:o Created, transmitted and updated security certificateso Coordinated with development team for software enhancements and/or updateso Beta tested new software versions o Updated user guides for distribution to customerso Maintained knowledge base for the support team, ensuring that articles were current and relevant. Established process for article submission to ensure they were properly reviewed and accurate.o Provided training and troubleshooting sessions either live, on the phone or via Microsoft Live Meeting®

Manager for up to 20 Data Quality team members responsible for data cleansing, maintenance of information in sales applications, processing of Tier 2 Help Desk tickets and special projects as needed by the CIO. Responsibilities range from hiring, initial orientation, mid-project career management, through to termination. Special duties include:• Organizing, hosting and presenting both live and web meetings and training sessions• Creation/maintenance of SQL queries, Access databases, forms, and other performance/inventory reports• Beta testing internal applications and upgrades• Creating mission plans and status reports for various projects• Coordinating with other departments to gather information needed to complete projects in a timely manner• Troubleshooting of legacy software issues• Tracking/recording of issues via Lotus Notes and ITSM • Conducting performance appraisals• Problem solving/resolution of employment issues regarding: benefits, payroll, invoice/billing, time-off reporting and interpersonal disputes

Remote manager for over 100 Technology Consultants assigned to client projects at locations throughout the Atlantic region. Responsibilities range from on-boarding orientation, mid-project career management, through to off-boarding. Special duties include:• Conducting performance appraisals by receiving feedback from client and delivery to consultant• Problem solving/resolution of employment issues regarding: benefits, payroll, invoice/billing, time-off reporting and interpersonal disputes• Maintained inventory of equipment (i.e., cell phones, PCs, etc.) and oversaw distribution to consultants, including configuration of PCs for remote network access• Troubleshooting of software, hardware, telephone issues• Tracking/recording of issues via Lotus Notes, Clientele, Infradesk• Creation of Access databases, forms, queries and other performance/inventory reports

Responsible for providing training and technical support for new employees and clients.• Provided sales and customer support for the needs of key accounts, such as GMAC and Total Systems.• Implemented the data accuracy and quality division, supervising a data correction team of 10. - Improved quality/accuracy by 85% over the first year. - Sustained 95% or greater accuracy level over 3 year period.• Proactive client service/support via phone, in-person and e-mail for software and hardware issues • Performed problem tracking via Lotus Notes and Tivoli Service Desk and created SQL search codes for increased accuracy; created documentation.• Ensured customer connectivity to Oracle and SQL networks/databases via phone/leased lines; monitored connectivity via HP Openview. • Installed and upgraded PC hardware (hard drives, memory, sound cards), software (installation of Windows NT, Tivoli, MS Office suites, etc.) and peripherals (scanners, ZIP drives).

• Maintained connectivity of 100+ branches to mainframe via satellite and modem connections• Organized data tape library• Oversaw hardware upgrades and purchases• Established a contract with an ISP for hosting and access• Designed and created company home page