I serve as a Technical Manager and Sr. Developer for the bank. My current primary responsibilities surround Incident, Problem, Knowledge and Demand Management on BMC Remedy ITSM and Service Now

On assignment at Energy Transfer Partners as a BMC Remedy Developer/Administrator•Working on upgrade from BMC Remedy 8.1 – 8.1 SP2•Support for ITSM 8.1 environment•CMDB support•Custom workflow and application support•Administration and day to day support as well as system tuning where applicable•Design and Development activities•SLM creation and Approval escalations

•BMC Remedy ITSM 7.6.03 with a custom Service Access Request system and a separate Remedy 6.3 environment for HR, Collections and Finance•Enabled and rolled out Knowledge Management•Enabled and rolled out FTS in server group environment•Built new BSM Dashboards for Knowledge Management/updated Release Dashboards•Built web service integrations with Enterprise Service Bus and Sailpoint applications•Enhanced and support AT&T Ebond ticket create/update process•Support… Show more •BMC Remedy ITSM 7.6.03 with a custom Service Access Request system and a separate Remedy 6.3 environment for HR, Collections and Finance•Enabled and rolled out Knowledge Management•Enabled and rolled out FTS in server group environment•Built new BSM Dashboards for Knowledge Management/updated Release Dashboards•Built web service integrations with Enterprise Service Bus and Sailpoint applications•Enhanced and support AT&T Ebond ticket create/update process•Support several integration points to Remedy•Administration, development, day to day support and system tuning responsibilities•Enabling and rolling out Asset Management SCCM to Atrium•Set up SCCM mappings to Atrium CMDB via Seamless data pump tool•Loaded and configured Seamless data pump.•Configured AIE and fixed broken Reconciliation process•All Remedy custom development, design and level 2-3 support.•Integrated BSM and HP tools via Remedy link for monitoring tickets.•Integrated with HP tools to turn off monitoring during change windows automatically from the change unavailability records.•Use SQL scripts via toad for direct database updates•Created some database indexes via Toad to fix performance issues.•Support a server group environment of three servers behind two web servers.•Built an email submit process that allowed users to simply match an Incident template name to create tickets executing that template.•Trained administrators to support daily administration tasks and level 1 incidents•BMC Dashboards design, development and administration•Created SQL views and joins to support BSM Dashboards and prevent the need for Remedy joins Show less

•BMC Remedy ITSM 7.1 – 7.6.04 upgrade project•Building of complete 7.6.04 environment•Installed and tested in 8.0 and 8.1 ITSM beta environments •Administration, Development, Support and system tuning responsibilities•Configured single sign on.•Some AIE work for PC and server inventory process•Design and development work•Complete evaluation of tools for ITSM•Remedy 7.6.04 training•ITIL Certification•Evaluated Service Now tool and architecture•Remedy… Show more •BMC Remedy ITSM 7.1 – 7.6.04 upgrade project•Building of complete 7.6.04 environment•Installed and tested in 8.0 and 8.1 ITSM beta environments •Administration, Development, Support and system tuning responsibilities•Configured single sign on.•Some AIE work for PC and server inventory process•Design and development work•Complete evaluation of tools for ITSM•Remedy 7.6.04 training•ITIL Certification•Evaluated Service Now tool and architecture•Remedy reporting Show less

Remedy administration development ITSM 7.1

Work supporting and developing a custom built Remedy service desk/Event Management environment built and designed by my former manager and myself utilizing the Remedy architecture as the tool set but none of the Remedy out of the box application suit. Trained several offshore resources to support the application and infrastructure to transition responsibilities to them.

•Provide training to members of the System Administration staff on all aspects of systems administration•Definition and implementation of application administration standards and procedures•Design and Development of new Remedy functionality and integrations to support IT infrastructure•Work with various groups within the company to identify system issues and improvements•Responsible for all troubleshooting and repair of production issues as related to Remedy•Identify… Show more •Provide training to members of the System Administration staff on all aspects of systems administration•Definition and implementation of application administration standards and procedures•Design and Development of new Remedy functionality and integrations to support IT infrastructure•Work with various groups within the company to identify system issues and improvements•Responsible for all troubleshooting and repair of production issues as related to Remedy•Identify, translate and build process flows and Remedy workflow to support it•Manage multiple IT related projects at once including planning, executing and keeping delicate timelines•Create and maintain documentation of applications and infrastructure used to support the environment•Train and educate other team members on administration activities and development principles•Creation of ad hoc reports and the building of custom macros for various groups and applications•Perform QA on applications being staged for move to production•Maintain and support development and staging environments•Perform all Remedy workflow moves to production•Served as team lead and lead developer as well as a solution architect throughout my career•Built our own Service Desk application from scratch called InfraDesk using the Remedy architecture•Helped Build a Remedy contracted application called Set-Up At Work for Remedy corporation•Built an Event Management application in Remedy and used it as the front end for our MSP business•Built a scheduling interface in Remedy for our MSP event Management application•Worked with and helped lead an offshore team in India for several years•Delivery and setup of our custom Remedy application in development, staging and production•Delivery and setup of Remedy OOTB Help Desk products and setting up entire environment•Gathered and implemented functional requirements from various business groups•Used requirements to design and develop new workflow to support business processes Show less