Michael Gould Email & Phone Number

Washington, Dc, Us

Washington, Dc, Us

Senior Remedy Developer and Project Manager responsible for project management, support and development of the United States House of Representatives custom developed Remedy applications. The U.S. House of Representatives has developed multiple applications built on the BMC Remedy Action Request System platform for tracking Trouble Tickets and Service Requests, Congressional Transitions, End-User Training and Network Data Configurations. The custom applications are primarily used by staff in the Chief Administrative Officer (CAO) division.The CAO is also in the process of transforming service delivery processes, people, facilities and technology in support of organizational goals to improve customer service. The new customer service delivery model (CSDM) is designed to develop consultative relationships with CAO customers and optimize customer contact through the use of one contact center and self-service opportunities.As a member of the CSDM Task Force and Remedy Subject Matter Expert, participated in the decision, which determined that the BMC Remedy IT Service Management 7.0 Suite was a suitable technology solution for automation of the new enterprise customer service delivery processes and would serve in being the primary enabler in meeting the CSDM goals.

Bethesda, Md, Us

Lockheed Martin Information Technology (LMIT) has deployed the web-enabled BMC Remedy IT Service Management suite for U.S. Army Information Technology Agency (ITA), which replaced a custom legacy Remedy solution. The ITA Enterprise Remedy system is utilized by multiple divisions to include the IMCEN Service Desk and the Network Infrastructure Services & Operations Help Desk. As a member of the LMIT Remedy Development team and ITSM Lead, currently responsible for the customization of the ITSM suite, development of documentation and procedures, gathering of end-user requirements, integration of legacy applications into the ITSM and project management. Additional responsibilities include the installation and maintenance of the BMC Remedy AR System, MidTier and Email Engine in a Sun Solaris 9 UNIX Server environment.

Bethesda, Md, Us

Lockheed Martin Information Technology (LMIT) is responsible the technical and management oversight for work performed under CMS’s Consolidated Information Technology Infrastructure Contract (CITIC). LMIT manages and operates CMS’s IT infrastructure 24 hours a day, seven days a week. The current IT infrastructure at CMS is divided into the following areas: Tier I (Mainframe), Tier II (Application Servers), Tier III (Desktop), Voice and Data Communications, Data Center, Web Services, and Technical Support Services.LMIT has deployed the web-enabled BMC Remedy IT Service Management suite at CMS which is utilized by the LMIT Service Desk for all trouble call tracking and reporting, by LMIT Configuration Management for change and asset management, by the CMS Technology Management Group (TMG) for Work Order tracking and reporting, and by the general CMS user community to initiate Service Requests via the CMS Intranet.As the Lead Remedy Developer on LMIT’s CITIC contract, currently responsible for all aspects of project management, application requirements gathering, application design and development, documentation of processes and procedures, and training for CMS’s Remedy implementation. This includes the customization of BMC Remedy’s ITSM suite to meet Lockheed Martin and CMS business requirements, development of custom Windows and Web-based applications using the BMC Remedy AR System, integration with external and internal Knowledge Bases, and integration with Tivoli’s TEC network management system and Tally TS.Census Inventory Discovery application.

Arlington, Va, Us

As the sole Remedy Developer for The Nature Conservancy (TNC), was responsible for all aspects of project management, planning, and design to upgrade TNC’s Remedy systems to AR System 5.1.0 and Remedy ITSM 5.0 following TNC methodology and development standards. Also responsible for the implement of Remedy AR System 4.0.3 and ITSM 4.0 in a Windows NT 4.0 Server and Oracle 8i database environment which replaced a previous installation of McAfee. This also included the development of a custom Help Desk web-enabled application interface using Remedy ARWeb for the general TNC user community, custom reports using Crystal Reports, and a custom interface between Remedy’s email engine and TNC’s Banyan Vines network email system.

Herndon, Virginia, Us