Senior ITSM Engineer working in development and support for GreenLight Group's SMAX and EasyVista clients. Support for SMAX systems running on AWS and GCP including upgrades and maintenance.Expertise in customizing all areas of SMAX. Knowledgeable in running Docker/Kubernetes architecture including commands, balancing nodes, restarting pods.Provide EasyVista Service Manager and Service Apps development and support.

Federal Client - Provided remote assistance with setup and configuration of Apache Tomcat 8.5 web server/client and IIS 8 load balancing for SM9.50 (client switched from Websphere). Installed SM9.50 and performed application and server upgrades to SM9.51 on both Windows 2012R2 and RedHat Linux servers. Setup Oracle 12c database. Subcontract – customizations done per requirements for international credit union included screen modifications (done in forms designer), cascade updates (triggers), new table creation (MS SQL) linked to existing svcCatalog, modified menus to allow access to new table for admins

In my last role at HPE I was the technical/operational/functional lead for SaaS ITSM. This included our internal use Service Manager system that is shared by all HPE SaaS support groups and Autonomy/Digital Safe. Our group also supported external SaaS customers using Service Manager, Asset Manager, ConnectIT, and Release Control. Responsibilities include:* Team lead for SaaS ServiceManager support* Application and system support for all Windows servers supporting our internal use Service Manager system which include:* 5 horizontally scaled Production servers * Development, Test, and Lab servers* Application and system support for SaaS customers running ServiceManager, Release Control & Asset Manager (Production, Test, and Development servers)* Diagnosis and resolution of performance issues from applications, database, network & storage* Change control monitoring for system and application releases (CAB representative)* Project management * SysAdmin & technical support to 200+ internal user base * Integration support for ticket creation and data syncs from external applications.* Creation and maintenance of html templates and tasks used to run daily data extracts* Root cause analysis for SLA downtimes* Proactive daily analysis of logs and live system status as preventative measures* Knowledge of Oracle database, SQL commands, SQL queries, and SQL developer tool * SSL certificates, LWSSO, Web Services* Responding to system monitor alerts 24x7 and collaborating with other groups as needed to quickly resolve issues* Creation of new monitors as needed* Admin for SaaS ITSM Sharepoint group* Technical documentation of integrations and procedures.* Onboarding of new team members* Setup, configuration and testing of Disaster Recovery systems/serversAll of the above require the ability to communicate with, and coordinate resources from HPE global locations.

Initial 6 month contract to develop custom Incident tracking system for Solar Turbines Customer Support Center. Contract extended to permanent as sole ServiceCenter Administrator. Responsible for all data administration and product development. Performed upgrade from V5.1 to V6.2.5 which included web server & client installations. Developed training materials and led classes for all users on new system. Upgrade also included moving database from MS-SQL to Oracle. Developed ConnectIT scenarios to: 1) update ServiceCenter database from external engineering database. 2) create/open incidents from Lotus Notes emails in xml format.Additional responsibilities include system/server availability. On-call 24/7 for SC/SM Servers. Daily review of server event log as well as review of sm/sc/email logs. Diagnose performance issues.Lead technical/development analyst for Solar's migration from HP ServiceManager to BMC Remedy. Representative for the weekly CAB (Change Approval Board) meetings.Received Six Sigma Green Belt Certification

Goodyear Tire & RubberFirst Energy Source Inc.Commerce Insurance Group, LLCWachovia BankBanco Popular de Puerto RicoSonyAutomobile Club of Southern CaliforniaEDS TechnologiesICG Communications ICL Data (Stevenage, U.K.)Telenor Norge AS (Oslo, Norway)RATP (Paris, France)CSG Services Pty Ltd (Erfurt, Germany)Alltel Information ServicesCuyahoga County

Primary product developer for Peregrine’s Change and Request Management applications. Assisted other ServiceCenter product authors with new feature development, code fixes, testing, and documentation. Integral in the release of 2 major application upgrades. Expertise in all aspects of the ServiceCenter product - including 'RAD' coding, implementations, installation, and upgrades. Provided technical phone support to extensive customer base of Peregrine's PNMS applications. Instructor for Base Utilities and Network Mgmt classes in-house and at client sites. Provided on-site consulting services.Early technical work involved IBM mainframes using TSO, CICS, JCL.