COSA / Remedy Developer • Provide solutions for customer’s business needs.• Design, develop, and implement ITIL processes and practices within the organization to industry best practices and standards.• Develop modifications/configuration of the Remedy custom forms, workflow, interfaces, and any other configurations required to support the processes and enhancements.

ARPC / Remedy Developer • Implemental in defining and documenting requirements to facilitate the development, consolidation, and ongoing support of existing and new custom Remedy workflow• Develop workflow for process improvements and new requirements.• Create and Maintain Procedures to test and implement updates to system.• Maintaining existing custom Remedy system and troubleshooting and resolving issues.

Chicago Mercantile Exchange (CME) / Remedy Developer • Create Banners in Digital Workplace Catalog.• Import and developed new requests in Digital Workplace Catalog using approvals, notifications, and images to enhance the end user experience. • Manage the Digital Workplace Catalog features through Digital Workplace Administration and ITSM• Analyze existing processes and workflows for Onboarding procedures and worked with team to create processes, workflow, and documentation to make Onboarding more efficient.• Assist with maintenance, troubleshooting and creating advanced reporting of production BMC applications to support the Company’s continuous improvement processes.• Develop documentation of standard operating procedures and work instructions.Notable Accomplishments • Lead project to convert all Advanced Interface forms and approvals to Standard form and then redeveloping the requests in the Digital Workplace Catalog. Worked with team to create requirements documents, development of service requests, testing, monitoring, and providing updated smart reports.• Worked diligently with project team to successfully upgrade to migrate to Helix Remedy. Worked with BMC to troubleshoot and fix bugs, reconfigure approvals, add enhancements, test modules and tools and create documentation.

Federal Aviation Administration (FAA)/Remedy Developer • Evaluate, design, develop, and debug Remedy applications/workflows/forms which deliver requirements while maintaining a stable, accurate Remedy foundation.• Maintenance, Configuration and Administration of the Remedy ITSM Suite • Utilize Remedy Action Request System to develop modules and forms.• Provide technical support for all Remedy applications and Servers.• Encode programs, prepare test data, and test and debug complex programs and issues. • Revise and update programs with existing system logic difficulties as required and provides necessary documentation.• Work closely with user community and management in application design phase and provide detailed analysis of requirements. • Provide ongoing training new employees and newly developed automated systems.• Provide support to HR Case Management with SLAs, Cases, notifications, and custom workflow.Notable Accomplishments • The successful implementation of the Day One Readiness Onboarding Project provides custom categories and service requests based on department, location, and job function for virtual onboarding. It also provides immediate routing of the ticket to the correct team for new employee’s accounts, hardware, and software. The Onboarding portal also includes service requests for updates to Onboarding processes and templates.• Worked diligently with project team to successfully upgrade to Remedy AR System Server. Worked on all aspects of the project from gathering requirements, architecture, installation, configuration, development, enhancements, and testing.

• Utilize Remedy Action Request System to develop custom modules and forms using ITSM and ITIL standards.• Extensive knowledge with BMC Service Request Management advanced forms.• Experience with Atrium CMDB/CMS to unify data and processes.• Develop reports with critical data and approvals for successful security audits for Password Issuance and Control System (PICS), Secure Remote Access (SRA), and Active Directory/Exchange (ADEX) • Worked on team to develop Single Sign On solution for mandatory PIV user access.• Ensure the rigorous application of information security/information assurance policies, principles and practices in the delivery of all IT services.Notable Accomplishments • Developed over 40 service catalog requests using advanced forms to improve customer support and to meet auditing requirements for approvals and reporting. The types of request are LAN/Email requests, Privileged account requests, Application access requests, Cellular/Wireless equipment requests as well as Onboarding and Exiting requests.• Configured BMC mobility to allow IT field officers to use their mobile devices to approve requests and view, update and resolve tickets.• Successful integration with multiple organizational Remedy Systems using BMC Remedy DSO. This project will allow the automation of ticket and change request creation and updates to be transferred between Remedy systems. This will allow for better service, better tracking and better reporting. This change was seamless to the end user.• Created the “PIV Mandatory Exception Request” in the ICE Service Catalog. The update includes an additional option for users to choose why an exception from PIV mandatory login is needed. This addition provides additional information for PIV reporting purposes.