● Analyzed current system and reverted system to out of the box using best practice methodology where appropriate.● Analyze business requirements and challenges by working with stakeholders and technical resources. ● Designed and configured the dashboards.● Designed process for system upgrades and reduced P1 & P2 upgrade errors from over 1000 to under 20 known and expected errors.● Document the business processes to implement enhancements in the system.● Conduct UAT sessions with business users.● Configured the Knowledge Portal● Configured Performance Analytics module for incident management.● Implemented Asset management and CMDB to increase visibility into the hardware on the network.● Installed and configured SCCM which led to an increase in computer and server reconciliation.● Installed and configured Major Incident Management to accurately determine multiple high urgency incidents to a single record.● Track and manage HAM servers and computers● Resolved mismatched assets with rules for most accurate import into HAM framework.● Created rules to properly organize and track specific hardware assets● Participated in asset discovery to populate CMDB and Asset Management● Created and documented automated alerts for expiring contracts, asset tag, unassigned hardware, and other important issues.● Configured OOB tables to synchronize CI status and Asset status.

• Successfully decommissioned the Remedy platform and migration of the data and processes to the ServiceNow platform. • Document requirements for applications and then follow through to execution of solution.• Serve as product owner for the Remedy decommission project• Communicate with project team, stakeholders, and sponsors • Produce analysis reports to PML and executive leadership• Business Analyst for CMDB project – member in the Agile Scrum process, participated on daily stand up calls.• Lead architect in CMDB remediation project to increase the health of the CMDB and make the CMDB the gold standard.• Lead analyst responsible for the development, implementation, and maintenance of the Configuration Management Database (CMDB). This initiative increased the health of the overall CMDB from 59% to 92%.• Analyze business requirements and challenges by working with stakeholders and technical resources. • Implemented CMDB Data Certification compliance reporting which ensured business owners were responsible for data maintenance within the CMDB. This resulted in an increase in compliance from 46% to 82%• Instituted the use of OOB CMDB Duplicate CI remediation process which reduced the number of duplicate configuration items to less than 5%• Identified and established a process to prevent virtual relationships from remaining after a virtual machine is retired• Established processes to identify and remediate inaccurate relationships within CMDB, this reduced overall errors from 1.6 million to under 200k• Identify integration opportunities to ensure data integrity within the CMDB utilizing ServiceNow best practice methodologies• Design, define and deploy compliance module• Create, configure and maintain business rules• Create, configure and maintain service catalog items and workflows• Participate in the strategic road map for the next phase of the CMDB

Technical lead for the migration from BMC Remedy to the ServiceNow Dublin instance. Responsibilities included• Administrating and supporting the ServiceNow ITSM platform to meet the business needs• Administer Windows-based MID servers• Perform core configuration tasks and system policies• Plan and manage integrations with external applications (e.g., LDAP and Tivoli Monitoring tool)• Manage data with Tables, the CMDB, Import Sets, and Update Sets.• Performs migration activities (Dev to QA, QA to Prod)• Manage the Service Catalog• Sets system controls that direct the right data to the right users at the right time• Investigate performance issues, learn troubleshooting tools, and use system logs to identify and correct issues• Created Workflow activities and approvals.• Performed data process modeling to allow existing CTI based ITSM application to the new Service Catalog process.• Maintain active communication with process owners• Requirements gathering for business ITSM initiatives• Documenting business processes flows• Customized ServiceNow application to facilitate rollout of new applications and modules and configure Application UI and Configure Workflow• Collaborate effectively with other ServiceNow administrators to develop solutions and handle general updates and configuration changes/requests• Assisted in upgrading to the Fuji release of ServiceNow in a timely manner with minimal to IT operations• Maintain continuous process improvement, standards, policies, working methods, and tools• Participate in ongoing production support and end user support

• Responsible for reviewing ITSM process documents to extract process tool requirements. • Designed enhancements to the Remedy OnDemand environment around the clients’ business requirements• Performed data modeling to allow clients to transfer legacy information to new system. Designed system to bulk load clients’ relationships into CMDB Asset• Worked with several Fortune 500 companies to customize, troubleshoot and enhance their BMC Remedy environment.• Lead development engineer for clients Remedy On-Demand• Lead development engineer for clients’ migration to new ARS version

• Responsible for the data management and data integrity throughout the system. • Ensured workflow allowed only the correct data to be entered to provide executive level reporting. • Designed and developed Remedy applications for tracking support, changes, invoices and managing Assets and Telecom services. • Created successful home grown applications while maintaining best practices of software design, including, iterative development, data driven workflow, normalized data and generic application design. • Streamlined legacy applications to follow a best practices approach to development• Created employee and customer data feeds to BMC Remedy using a home grown XML process• Integrated with employee directory and other downstream applications• Integrated with home grown data driven SLA module• Provide production support to the organization, responsible for user accounts/ privileges, database maintenance and backups• Perform analysis of business requirements in order to facilitate development of corresponding Remedy workflow• Ensured programming projects have proper technical leadership for successful implementation and completion. Guarantee specifications are produced which will meet requirements of the project and can be implemented within desired project timelines.

Migrated multiple systems into the BMC Remedy ARSystem application. • Worked directly with the IBM Tivoli Netcool administrator to upgrade and provision an enterprise level monitoring system for the companies’ clients.• Integrated Apropos ACD with in-house Remedy trouble ticketing system.• Integrated Oracle Financials Applications (Customer Contacts, Addresses, and Contracts, GL, AR, AP, Purchasing, Order Entry, Assets, and Inventory) with the BMC Remedy ARSystem.• Created an inventory solution of Globix’ and customer assets (Ports, Devices, and Physical Space Inventory and Allocation)

Supported customers on-line banking software. Created and managed Microsoft Access databases for statistics and analysis of call trending. Implemented the help desk and request processing tracking systems.• Lead developer and implementer of Remedy call tracking application. Installed Remedy CRM Support and Remedy Quality Support application. Installed, designed, and implemented, an automated an internal work process using Remedy CRM Solutions. Configured and maintained the Remedy AR System server, and monitored and adjusted system configurations. • Administered Lucent CMS/Centre VU system. Designed the call vectors with Lucent CMS (G3Si) to enhance call routing to the Technical Customer Service hotline. Achieved a 90% decrease in customers’ average hold times.