BMC Remedy Developer with expertise in Remedy IT Service Management.

Responsibilities include configuring and customizing BMC Remedy ITSM and Smart IT for workflow based on business requirements. Worked on implementation of BMC Remedy ITSM, Smart IT, and Digital Workplace version 1808. Provide support for end users for BMC Remedy ITSM including Smart IT, Digital Workplace and Smart Reporting.

BMC Remedy Developer with expertise in Remedy IT Service Management Suite.

BMC Remedy solutions architect with experience in managing and deploying enterprise business solutions for a global telecommunication company whose mission is to empower mobile operators to deliver reliable mobile experiences with all mobile users. Expertise in evaluating business processes to create solutions in support of business needs. Skilled at customizing, configuring, and upgrading BMC Remedy applications in versions 7.x, 8.x, and 9.x.

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Managed a team of Remedy Administrators defining priorities, implementation strategies, and enhancements for global users. Responsibilities included defining standardized customizations, optimizing deployments, coordinating integrated testing methodologies and contributing to the application code. Led cross-functional teams in an upgrade project from BMC Remedy ITSM version 8.0 to 9.1.• Provided support for production BMC Remedy ITSM Suite for 1,500+ support staff users and 5,000+ external customer users.• Upgraded BMC Remedy ARS, Atrium Core, Atrium Integrator, ITSM, Request Management, Service Level Management, and Mid-tiers from 8.0.00 to 9.1 in an environment where high availability was expected.• Planned UAT testing and Use-Case execution.• Migrated data from other systems using BMC’s Data Management Tools.• Performed troubleshooting and debugging of unexpected behaviors.• Logged and analyzed defects using BMC’s Log Analyzer tool.• Opened tickets and collaborated with BMC Support for defects.• Facilitated prioritization committee consisting of cross functional teams to prioritize customization requests.• Customized solutions using Developer Studio to meet changing business needs.• Customized Remedy to fix critical defects that were not available in a BMC hot fix or patch.• Configured a custom Change Management approval process.• Gathered and evaluated requirements to determine if business needs could be met by out of the box functionality.• Provided to management Level of Effort estimates for customizations.• Continued to support the legacy production Remedy ARS 7.5 system for custom applications.• Scripted the deployment of BMC hot fixes.

Team Lead for Remedy Administrators in the installation of a new instance of BMC Remedy ITSM 7.6.04. Identified and documented gaps in out-of-the-box functionality to custom functionality in the legacy Remedy system. Coordinated cross-functional teams consisting of users, vendors and contractors for an upgrade from BMC Remedy ITSM 7.6.04 to 8.0.00.

Supported global users for BMC Remedy Action Request System custom applications and workflow in version 4.0.03 through version 7.5.00.

Responsible for ensuring new processes followed the Capability Maturity Model (CMM) Level 2 and 3. Led meetings with cross-functional teams to evaluate and redefine processes to be compliant with the Capability Maturity Model Level 2 and Level 3.