Summary

** ***** ** ****** ********** in multi-tasking and managing multiple

priorities with attention to detail, discretion and a proactive approach,

all with ease and a smile. Provide robust solutions that although simple on

the front end, enforced complex rules and business practices on the back

end. I don't just make Remedy hum, I make it sing and dance.

Technical Skills and Certifications

Remedy ARS (all Servers (UNIX, Windows, Certified Remedy Skilled

versions) etc.) Professional

Remedy Mid-tier (web) DBs (MSSQL, Oracle, BMC/Remedy v7.6.04

ITSM Sybase) Certifications

Crystal Reports Top Secret Security Clearance

Custom Applications SalesForce.com TL9000 Certified

ITIL v3 Certified BCP 8.x Svc Desk &Change Security+ Certification

Career History

BMC Software Federal LLC Sr. Professional Services Consultant Santa

Clara, CA 10/11 - present

Full time employee for BMC Software Professional Services

. Worked at BMC Software customers

o California Department of Corrections and Rehabilitation

o US Air Force

o University of Missouri

o Google

o US Army NETCOM

o Sutter Health

. BMC products included :

o Service Desk (Incident Management and Problem Management)

o Change Management

o Service Request Management (SRM)

o BMC Remedy Mid-tier (web)

o Knowledge Management (RKM)

o Service level Agreements (SLA)

o Hub and Spoke

o Atrium Discovery and Dependency Mapping (ADDM)

o BMC ProactiveNet Performance Management (BPPM)

o Single Sign On (SSO)

. Installed, configured and maintained in a worldwide environment

. Implemented customization while maintaining "out of the box" usability

Cisco Remedy Developer Santa Clara, CA 2/11 - 4/11

Contracted to install and configure BMC Remedy v7.6.04 ITSM suite

(LINUX/Oracle)

. Modules included Change Management, Incident Management, Service

Request Management, Remedy Mid-tier (web), Knowledge Management, SLA

. Implemented customization while maintaining "out of the box" usability

. Created course material and lead custom internal trainings

EBay Remedy Developer San Jose, CA 11/10 - 2/11

Contracted to create enhancements and refine custom applications for

employee IT HelpDesk system

. Upgraded ARSystem v6.3 to v7.1 (Windows/Oracle)

US Army Remedy Instructor Sierra Vista, AZ 11/09- 10/10

In this full-time position, performed services including project

engineering, integration, installation, test, training and material

acquisition support for the Army Network and Enterprise Technology Command

(NETCOM)

. Trained IT departments onsite at US Army Bases and online via weekly

session on Change Management, Incident Management, Problem Management,

CMDB modules

. Created training materials and installed Oracle and ITSM suite on

training server test system

. BMC Remedy ITSM suite v7.1 (Solaris/Oracle)

Kaiser Contractor Remedy Developer Pleasanton, CA 9/09-10/09

Within a very narrow timeframe, I was contracted to debug and repair Remedy

system issues

. Modified workflows, created enhancements, refined existing system

Daimler Trucking Contractor Remedy Developer Portland, OR 6/09-9/09

Contracted to repair and complete an internally built custom Remedy

application

. Added additional functionality, ran user acceptance testing (UAT)

. Rolled out application in record time recognizing significant cost-

savings for the company

BigBand Networks Remedy Developer/CRM Admin Redwood City, CA 2006-

2009

In this full-time position, I was the sole administrator and developer for

the Remedy system. Played an integral role in the company's successful IPO.

. Upgrades (ARServer and Mid-tier) from 5.x to 6.3 to 7.1

. Development server: Installed and mirrored production server

. Acquisition Data Migration: merged acquired CRM database into Remedy

system v6.3 saving the company over $40,00 in consultant fees

. Develop custom, automated reports and dashboard for business line

managers and executives

. Administration and modification of Remedy Customer Support (CRM )

applications

. Created Major Custom Business Applications: Ran this global initiative

from start to finish. Gathered extensive requirements from all

divisions including legal, manufacturing, sales, HR, finance and

marketing. By taking these projects in house, I was able to save the

company over $80K.

. Training: Lead internal training on all new applications and changes

iPass Remedy Administrator Redwood Shores, CA 2005 - 2006

Hired by iPass to maintain and repair Remedy systems for this global

mobility management firm. Maintained entire ARS ITSM suite on Unix Servers

with Oracle databases.

Google Remedy Administrator/Developer Mountain View, CA

2004 - 2005

Retained via a one-year contract by the Google AdSense team who were

responsible for Google ad revenue?

. Managed weekly pushes included bug fixes to production

. Installed and developed DSO to European server resulting in a faster

response time for EMEA users

. Documented custom Remedy applications integration

. Created four custom applications including Google Grants

Chevron/Texaco Remedy Administrator/Developer Concord, CA

2003 - 2004

Retained via six month contract (and extended another six months) to

prepare system and perform the upgrade to ARS v5.1.2/v 5.5 Remedy

applications (including all custom applications)

. Installed and deployed Remedy mid-tier for web deployment

. Created and update Remedy reports via Crystal Reports backend

. Custom Applications: Saved the corporation $4,500 per annum by

creating custom applications

Clorox Remedy Administrator/Developer Oakland, CA 2003 (6mths)

Retained via contract to correct custom change control applications and

prepare system for v5.5 upgrade

. Developed custom reporting (using Microsoft Access) for management

reports

. Documented procedures for 5.x upgrade and debugged and modified/fixed

Remedy codes

. Completed 126 Change Requests from simple patches to complex workflows

Infineon Technologies Remedy Administrator San Jose, CA 2001-2003

Hired to administer the North American Region of the Global UHD (Universal

HelpDesk) project

. Installed, modified, and maintained ITSM suite

. Worked closely with Global Competency Centers

. Provided third-level support and administration for Worldwide Remedy

systems.

. Designed and performed training from basic subjects to advanced admin

topics

. Designed and implemented custom Remedy applications

MarketFirst Software Application Eng./Tech Support Mountain View, CA

1999-2001

Hired as a founding member of the technical support team for this start-up

company.

. Created multiple custom Remedy applications including the Tech Support

Call Tracking System

. Grew Customer Support team from 2 to 8 engineers, providing team

leadership and processes

. Closed over 800 calls with 85% satisfaction

Remedy Corporation Sr. Tech Support Engineer Pleasanton,

CA 1995-1999

Provided multi-level 24/7 support for corporate channel partners and Remedy

System Administrators

. Workflow Team Lead to supervise 11 persons

. Created weekly call statistical reports for management personnel

. Selected to handle all complicated and difficult customer issues

. Closed more than 1,700 calls with a customer satisfaction rate of 90%

. Served as mentor and trainer for new Technical Support Engineers with

100% certification rate

. Featured speaker at multiple International Remedy Users Group

Conferences

Recognition and Associations

1998: Remedy Outstanding Performance Remedy Alumni Remedy Skilled Professionals

Award BMC Remedy & ITSM Professionals (RSP)

2000: MarketFirst Tech Support VIP Member of arslist Remedy User and Enthusiasts

2008 BigBand Key Player Group

BMC/Remedy Action Request System

Gurus

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