Serve as a technical expert maintaining and administering the SAP BusinessObjects Business Intelligence software suite for the Western Area Power Administration (WAPA). Effective team member with contract and federal staff within the organization and provided first level customer support to WAPA personnel.

Provide technical support maintaining and administering the SAP BusinessObjects Business Intelligence software suite for the Western Area Power Administration (WAPA). Effective team member with contract and federal staff within the organization and provided first level customer support to WAPA personnel. • Provide support for WAPA’s BusinessObjects platform and upgrade, maintain and monitor the environment• Monitor, and troubleshoot extraction, translation, and load (ETL) scripts for WAPA’s data warehouse • Perform configuration and testing for WAPA’s SAP BusinessObjects Business Intelligence software suite• Create and maintain data dictionaries and business layer data models using SAP Information Design Tool • Design, enhance and troubleshoot WebIntelligence (WebI), dashboards and Crystal reports per organizational and departmental requirements. • Prepare or revise application, user, operator and training documentation. • Promote best practices for reporting and business layer data models, and data warehousing • Provide user training and support as necessary

Provide SAP system and report support for the Defense Information Systems Agency BMC Remedy ITSM Suite.• Responsible for providing report and system support on SAP BusinessObjects Business Intelligence platform 4.2.• Created and maintained SAP Web Intelligence reports, SAP Crystal Reports and SAP ITSM Universes.• Communicated closely with customers to define and document requirements to facilitate the development and maintenance of reports. • Monitor SAP system and server performance and proactively identify issues and determine resolutions.• Serve as a point of contact for reporting issues, SAP report server outages or troubleshooting.• Documented key SOP processes, functionality for the SAP and BMC Remedy system processes.• Actively participates in installing various BMC Remedy ITSM products and SAP BusinessObjects Business Intelligence platform on Windows 2012 servers in a non-production environment. • Documented key SOP and installation processes and functionality for the SAP BusinessObjects Business Intelligence platform and BMC Remedy ITSM system processes.

Responsible for functioning as an interface between financial services clients and the company to resolve customer issue and requests.• Responsible for performing all Tier I and Tier II requests and system monitoring.• Effectively supported, triaged and incident resolution for several applications.• Receive, log and review service tickets.• Ensured coordination and responsive follow up to client needs.• Initiate new user set up and password resets for authorized users.• Upload client data files.• Limited data reconciliation.• Escalate customer issues when appropriate.

Perform reporting and system administration duties for United States Citizenship and Immigration Services (USCIS) for the Department of Homeland Security’s BMC Remedy ITSM Suite.• Recommend changes to current reporting methods to optimize reporting activities.• Gather and report on service desk statistics, performing analysis and preparing reports utilizing Business Objects Crystal reports and other reporting tools as needed.• Create and make reports available for use by others through the use of macros. • Ability to configure and schedule appropriate reports to establish baselines and track performance metrics.• Experience with BMC Remedy Incident Management, Work Order, Change Request, Service request and Asset reporting. • Provide Remedy technical support including root-cause analysis for Problem and Incident tickets.• Monitor system performance.• Experience with BMC Remedy IT Service Management (ITSM), including Incident Management, Service Management and Service Performance analysis.• Strong analytical skills Operations and management.• Modify user permissions and troubleshoot user issues. • Document System Process and functionality.• Experience with MITEL Service Desk Manager and Contact Center Manager.• Performs special projects and additional duties and responsibilities as required.• Experienced at migrating File Services role, including data, shared folders from Windows Server 2003 to Windows Server® 2008 R2.• Experienced with using RoboCopy to migrate data from one server to another.• Command-line experience.• ITIL Foundation level certified.

• Recommend changes to current reporting methods to optimize reporting activities.• Gather and report on service desk statistics, performing analysis and preparing reports utilizing Business Objects Crystal reports and other reporting tools as needed.• Create and make reports available for use by others through the use of macros. • Experience with BMC Remedy IT Service Management (ITSM), including Incident Management, Service Management and Service Performance analysis.• Monitor system performance.• Modify user permissions and troubleshoot user issues. • Document System Process and functionality.• Modify User Group Access Profiles and manage user Logins.• Experience with MITEL Service Desk Manager and Contact Center Manager.• Performs special projects and additional duties and responsibilities as required.• ITIL Foundation level certified.

Perform system administration duties for the Department of Homeland Security’s Remedy Action Request System and Knowledgebase Web Application:• Provide support to end users installations. • Generate user accounts, monitor system performance.• Modify user permissions and troubleshoot user issues. • Document System Process and functionality.• Modify User Group Access Profiles and manage user Logins.• Develop Customized Reports to support needs.Reports Developer:• Work with customers to define and document requirements to facilitate the development of reports for various DHS ICE Tools applications. • Responsible for defining report requirements and converting them to functional specifications. • Develop Customized Reports to support end user needs.