• ITSM Solutions Architect/Developer/Administrator/Trainer – provide development, administration, and support for BMC Remedy ITSM 19.08/20.02 Suite – Service Request Management, Service Desk, Change Management, Asset Management, Web Services Integration (WSDL/SOAP), Smart IT 19.08/20.02, Digital Workplace/Digital Workplace Catalog 19.11/20.02, RSSO 19.08/20.02; provide user training as needed• Integral member of Project Team responsible for the migration from ITSM version 19.08 to version 20.02, Digital Workplace and Digital Workplace Catalog version 19.11 to 20.02, and serve as the Lead Developer for the Service Request Management/Digital Workplace Catalog modules which are comprised of over (180+) services• Responsible for interfacing with and understanding both the needs of project stakeholders/customers and the functionality and realities of the COTS IT products in order to create and provide practical requirements that will allow successful execution and implementation of new/upgraded functionality and enhancements• Provide problem identification and resolution for issues found within existing system design and implementation of new systems

• Gov't Contractor @ US Census Bureau• Remedy Developer/Administrator/Trainer – provide development, administration, and support for BMC Remedy ITSM 8.x/9.x/19.08 Suite – Service Request Management, Service Desk, Change Management, Asset Management, Web Services Integration (WSDL/SOAP), Smart IT 1.x/2.x/19.08, MyIT 3.x/Digital Workplace/Digital Workplace Catalog 18.02/19.11, RSSO 9.x/19.08, including setup for High-Availability Server Grouping/Clustering; provide user training as needed; and create custom reports using Crystal Reports Professional 9,11,2008/Server 11• Project Team Lead responsible for the migration from Remedy AR System and IT Service Management Application version 9.1.04.002 to version 19.08; the migration from Digital Workplace and Digital Workplace Catalog version 18.02 to 19.11; and serve as the Lead Developer for the Service Request Management module which is comprised of over (150+) services• Integral member of Project Team responsible for the migration from ITSM version 9.0.01.001 to version 9.1.04.002; implementation of Digital Workplace and Digital Workplace Catalog 18.02; and serve as the Lead Developer for the Service Request Management module which is comprised of over (100+) services• BOE/Crystal Reports Server Administrator/Developer - provide administration and support for BOE/Crystal Reports Server 11; maintain and schedule delivery of over 50+ custom reports; collect and analyze requirements and design specifications for custom reports based on customer input and create new ones as needed• Responsible for interfacing with and understanding both the needs of project stakeholders/customers and the functionality and realities of the COTS IT products in order to create and provide practical requirements that will allow successful execution and implementation of new/upgraded functionality and enhancements• Provide problem identification and resolution for issues found within existing system design and implementation of new systems

• Gov't Contractor @ US Census Bureau• Remedy Developer/Administrator/Trainer – provide development, administration, and support for BMC Remedy ITSM 8.x/9.x Suite – Service Request Management, Service Desk, Change Management, Asset Management, Web Services Integration (WSDL/SOAP), and Smart IT 1.x/2.x / MyIT 3.x; provide user training as needed; and create custom reports using Crystal Reports Professional 9,11,2008/Server 11• Integral member of Project Team responsible for the migration from ITSM version 9.0.01.001 to version 9.1.04.002., and serve as the Lead Developer for the Service Request Management module which is comprised of over (100+) services• Integral member of Project Team responsible for the Decennial 2020 Remedy instance using ITSM version 9.1 including Smart IT 1.4 and MyIT 3.1, and serve as the Lead Developer in planning, implementation, and support• Integral member of Project Team responsible for the migration from ITSM version 8.0 to version 9.0.0.1., and serve as the Lead Developer for the Service Request Management module which is comprised of over (100+) services• BOE/Crystal Reports Server Administrator/Developer - provide administration and support for BOE/Crystal Reports Server 11; maintain and schedule delivery of over 50+ custom reports; collect and analyze requirements and design specifications for custom reports based on customer input and create new ones as needed• Responsible for interfacing with and understanding both the needs of project stakeholders/customers and the functionality and realities of the COTS IT products in order to create and provide practical requirements that will allow successful execution and implementation of new/upgraded functionality and enhancements• Provide problem identification and resolution for issues found within existing system design and implementation of new systems

• Gov't Contractor @ DHS/USCIS• Remedy Developer/Administrator – provide development, administration, and support for BMC Remedy ITSM 7.x Suite – Service Request Management, Service Desk, Change Management, and Asset Management; and create custom reports using Crystal Reports Professional 9,11,2008• Integral member of Project Team responsible for planning the migration from ITSM version 7.1 to version 8.1, and serve as the Lead Developer for the Service Request Management module• Crystal Reports Developer - collect and analyze requirements and design specifications for custom reports based on customer input and create new ones as needed• Responsible for interfacing with and understanding both the needs of project stakeholders/customers and the functionality and realities of the COTS IT products in order to create and provide practical requirements that will allow successful execution and implementation of new/upgraded functionality and enhancements• Provide problem identification and resolution for issues found within existing system design and implementation of new systems

• Gov't Contractor @ US Census Bureau• Remedy Developer/Administrator/Trainer – provide development, administration, and support for BMC Remedy ITSM 7.x Suite – Service Request Management, Service Desk, Change Management, and Asset Management; provide user training as needed; and create custom reports using Crystal Reports Professional 9,11,2008/Server 11• Integral member of Project Team responsible for the migration from ITSM version 7.1 to version 7.6.3, and serve as the Lead Developer for the Service Request Management module which comprised of about (12) services pre-migration, to over (50+) services post-migration• Crystal Reports Server Administrator/Developer - provide administration and support for Crystal Reports Server 11; maintain and schedule delivery of over 50+ custom reports; collect and analyze requirements and design specifications for custom reports based on customer input and create new ones as needed• Responsible for interfacing with and understanding both the needs of project stakeholders/customers and the functionality and realities of the COTS IT products in order to create and provide practical requirements that will allow successful execution and implementation of new/upgraded functionality and enhancements• Provide problem identification and resolution for issues found within existing system design and implementation of new systems

• Remedy Administrator – provided maintenance and support for BMC Remedy ITSM 7.x suite – Service Desk, Change Management, and Asset Management; provided user training as needed; provided problem identification and resolution for issues found within existing 6.0 system design and implementation of new 7.x system; and created custom reports using Crystal Reports Professional 9,11/Server 11• Responsible for interfacing with and acts as liaison to senior management, faculty staff and other IT users, and understanding both their needs and the functionality and realities of the BMC Remedy product in order to create and provide practical requirements that will allow successful execution and implementation by the system architects and engineering team• Crystal Reports Server Administrator/Developer – provided administration and support for Crystal Reports Server 11; maintained and scheduled delivery of over 25+ custom reports; collected and analyzed requirements and design specifications for custom reports based on customer input and created new ones as needed

• Gov't Contractor @ Army Research Lab• Unicenter Service Desk Administrator – provided administration, maintenance, and support for Unicenter Service Desk R11.2 server/client application and interfaces on a Windows 2003 server with IIS, using MS SQL 2000 backend; provided user training as needed for both local and remote clients; responsible for interfacing with and understanding both the needs of project stakeholders/customers and the functionality of the COTS IT product in order to successfully perform an upgrade/migration from version 6.0 sp1 to R11.2• Crystal Reports Server Administrator - provided administration, maintenance, and support for Crystal Reports Server 11; maintained and scheduled delivery of over 100+ custom reports; collected and analyzed requirements and design specifications for custom reports based on customer input and created new ones as needed

• Remedy Administrator – provided maintenance and support for BMC Remedy ITSM 7.x suite – Service Desk, Change Management, and Asset Management; provided user training as needed; provided problem identification and resolution for issues found within existing 6.0 system design and implementation of new 7.x system; and created custom reports using Crystal Reports Professional 9,11/Server 11• Responsible for interfacing with and acts as liaison to senior management, faculty staff and other IT users, and understanding both their needs and the functionality and realities of the BMC Remedy product in order to create and provide practical requirements that will allow successful execution and implementation by the system architects and engineering team• Crystal Reports Server Administrator/Developer – provided administration and support for Crystal Reports Server 11; maintained and scheduled delivery of over 25+ custom reports; collected and analyzed requirements and design specifications for custom reports based on customer input and created new ones as needed• Database Administrator – collected and analyzed requirements and design specifications for an asset tracking database solution based on customer input and created and maintained new solution using MS Access for IT equipment inventory and IP address assignments• Integral member of Project Team responsible for hospital-wide Active Directory Migration – key responsibilities included tracking, scheduling, and coordination of computers and email accounts for migration• Project Manager for several projects including a hospital-wide Symantec Anti-Virus roll-out/upgrade, AR Systems upgrade and implementation of Remedy Help Desk module, and yearly PC Life-Cycle Refresh/Replacements• Responsible for technical phone consultations and problem solving to multiple PC and network operating systems• Provided Help Desk Intranet/Internet support for all departments