Provided U.S. Bureau of the Census Remedy (Helix) 19.08 application supporting 4,285 federal and contracting customers. I gathered requirements for the enhancement, developed project plan, designed project, tested project, created the change management plan and scheduled implementation according to Information Technological (IT) Census Standard Operating Procedures (SOP’s) and processes. Supported development team efforts. All communication via Skype/TEAMS/email the position was fully remote.

Project Manager I delivered IT Solutions for small and medium sized commercial customer bases from 5 to 50 end user base providing commercial off-the-shelf (COTS) applications with user appropriate training, provide software and hardware upgrades and/or patches when needed. Integrated business systems for advanced reporting.

Readied support to the U.S. Department of Labor’s Enterprise IT infrastructure providing network access permissions and Tier 1 through Tier 3 support staff. Ensured that application access for 1,300 personnel were current. Documented all processes and procedures associated with application administration. Authored and delivered written report and briefs for upper management. Assisted platform developers. Responsible for Remedy Knowledge Management (RKM) documentation and knowledge article approval process. Executed troubleshooting and the evaluation of new requirements which supported the Tier 1 and Tier 2 Enterprise Service and front desk effort on an as needed basis.

Developer supporting the U.S. Department of Justice, Washington, DC. Project Manager supporting a highly modified Remedy 8.1.02 system consisting of executing changes to system-specific modifications. Delivered extensive Administrative reporting for (profile statuses, group modifications, department/location configuration, task and task group creation with automated assignments and adding support functionality to modifications within the system.) Provide post-training written application reference. Documenting existing system modifications Researched and reported options for Upgrade planning of their BMC Remedy support system.

Project Lead for the Transportation Security Agency (TSA) support to a highly modified Remedy 7.* system. I provided 24x7 on call support, providing changes to the application as requested and as approved; provided extensive administrative, profile statuses, group modifications, department/location configuration and reporting; Documenting existing system modifications. Led the effort for the planning and upgrade of their current BMC Remedy technical support system I researched and reported options for replacement system I created multiple presentations for the application upgrade effort some with scripting. I developed the Change Management/Project plan for the existing TSA application modifications. Due to contractual entities there was no implementation during my employment.

State Department, Washington, DC. Supervisor responsible for a small group of Engineers on an ITSM 8.1 virtual machine (VM) configuration to suit customers’ functionality requirements. Responsible for all IT support reports both automated and manual.

Subject Matter Expert - IT - customer support - Supported a highly modified Remedy 7.0 system, providing changes to the modifications as requested and as approved; provide extensive Administrative support for profile statuses Adding support functionality to modifications within the system. Upgrade planning and/or replacement for both BMC and SAP product support system.

Led Implementation team evaluating the difference between the two existing agency BMC Remedy systems and the BMC Remedy 8.0 application. Led Remedy technical team to a successful upgrade from Remedy 7.6.04 to 8.0, providing BMC specific functionality and application usability with process and procedures for mission needs. Aided in project plan development; created DoD compliant system wide test scripts; developed Job aids to Help Desk support; provided technical review to customer of oob notification functionality gathered requirements, documenting development and managing configuration. Provided presentation support for 'proof of Concept' to encourage expanding the use of the complete Remedy 8.0 ITSM suite. Mirrored SRM functionality from 7.6.03 to 8.0 system mastering import/export and SRM configuration.

Installation / Administrator / Developer