Service Desk Business Processes
Resume:
Andrew Nelson - Remedy Developer
Fairfax VA, 22030
ad3cpi@r.postjobfree.com
HPE/DXC/Persepcta/Peraton
Sr. Remedy Developer for DHS
EOD Clearance
ActioNet
Remedy Developer for Department of Transportation
Project work includes:
• Designing, Implementing & Customizing Remedy Modules & ARSystem, enhancing existing capabilities & creation of new capabilities to better meet client’s business needs.
• Upgraded clients Remedy system from 5.5 to 7.6.3, importing key data, forms and workflow from the old system to the new.
• Worked with Federal Asset Team to import and track (In Remedy) newly purchased assets, as well as the discovery, importation and creation of existing Assets that were not yet being tracked in Remedy.
• Creation and distribution of both scheduled and on the fly ad-hoc reports.
• Reengineering of business processes to better suit clients evolving needs, and the creation of workflow in Remedy to help enforce those business processes at the software level.
• 24/7 Monitoring and troubleshooting of Remedy systems, and effecting timely fixes on over 22 servers as needed.
5/2011-8/2012
Capstone Corp
Remedy Engineer & Developer for National Archives II
Project work included:
• Service Desk Planning, Development & Implementation
• Remedy Admin (6.3, 7.5)
• Remedy Application Support and Design
• Service Desk Workflow Design & Implementation
• Report Design, Distribution & Metric Analysis
• Trend Reporting & Analysis
• SQL Integration with Remedy (7.5)
• Set up and design of Remedy Lab for Applications & Patch testing.
• Crystal Report design & distribution
• Assisted with Remedy 6.3 to 7.5 migration
3/29/10-5/2011
Deloitte Consulting LLP
Federal Technology Strategy & Architecture Consultant
Project Work included:
• Service Desk Planning, Development & Implementation
• Technology Consulting
• Service Desk SOP Development & Implementation
• Service Desk Workflow Design & Implementation
• Report Design & Metric Analysis
• Trend Reporting & Analysis
• Remedy Admin (v7.06, 7.2)
• Process Engineering/Re-engineering
10/30/2009 - 3/26/2010
Service Desk Admin, Developer & Manager
ECS
Served as Service Desk Admin, Developer & Manager for the USPS-OIG's Service Desk providing on-call, desk-side and email support for over 1200 users nationwide. Duties included, but are not limited to:
• Was solely responsible for development and implementation of workflows & tiered escalation structure for the GWI Ticketing System, in addition to ongoing process improvement of the service desk structure. This has drastically improved efficiency, response time, and documentation.
• Was solely responsible for the upgrade, development and implementation of GWI service desk versions 6,7,8,9
• Creation and distribution of weekly, monthly and on-demand SQL Reports for metrics, performance analysis and decision-making purposes.
• Performs trend analysis and reporting to identify systemic and potentially systemic issues. Discerns the root cause of said issues and effects appropriate and timely solutions.
• Serves as mentor, technical resource and escalation point for service desk technicians.
• Serves as quality control technician for outgoing laptops & desktops.
• Serves as primary point of contact for all local printer issues in Rosslyn. Duties include diagnosing issues, local & network setup, repairs and maintenance.
• Developed SOP’s and best practices for the OIG’s Service Desk.
• Trains new and existing Service Desk agents in SOP's and best practices.
• Proposed development of The Help Desk Knowledge Base to upper management and was granted the roles of primary designer, contributor, and moderator.
• Interfaces daily with the USPS OIG's network, telecom, and server teams.
• Leads by example and assists other technicians to provide timely resolutions to customer issues.
• Interfaced with BMC and OIG personnel regarding possible transition to a Remedy Service Desk & Asset Management environment.
3/2008-10/2009
Service Desk Admin, Developer & Manager
Lockheed Martin
Served as Service Desk Admin, Developer & Manager for the USPS-OIG's Service Desk providing on-call, desk-side and email support for over 1200 users nationwide. Duties included, but are not limited to:
• Was solely responsible for development and implementation of workflows & tiered escalation structure for the GWI Ticketing System, in addition to ongoing process improvement of the service desk structure. This has drastically improved efficiency, response time, and documentation.
• Was solely responsible for the upgrade, development and implementation of GWI service desk versions 6,7,8,9
• Creation and distribution of weekly, monthly and on-demand SQL Reports for metrics, performance analysis and decision-making purposes.
• Performs trend analysis and reporting to identify systemic and potentially systemic issues. Discerns the root cause of said issues and effects appropriate and timely solutions.
• Serves as mentor, technical resource and escalation point for service desk technicians.
• Serves as quality control technician for outgoing laptops & desktops.
• Serves as primary point of contact for all local printer issues in Rosslyn. Duties include diagnosing issues, local & network setup, repairs and maintenance.
• Developed SOP’s and best practices for the OIG’s Service Desk.
• Trains new and existing Service Desk agents in SOP's and best practices.
• Proposed development of The Help Desk Knowledge Base to upper management and was granted the roles of primary designer, contributor, and moderator.
• Interfaces daily with the USPS OIG's network, telecom, and server teams.
• Leads by example and assists other technicians to provide timely resolutions to customer issues.
• Interfaced with BMC and OIG personnel regarding possible transition to a Remedy Service Desk & Asset Management environment.
1/2007-12/2007
Remedy Developer & Administrator, Trainer & Remedy SME
SAIC
• Planned & created a functional service desk for the Networx PMO.
• Served as Remedy Systems Administrator & Developer for the Networx PMO.
• Installed, configured, developed and maintained Remedy (v6,7) Service Desk/Crystal Reports/AR-Server.
• Developed and implemented Remedy Software upgrades, modifications and workflows based on requirements from government customers.
• Trained & mentored Tier 1, 2 and 3 agents in the use and application of the Remedy Service Desk software.
• Served as technical adviser and Remedy subject matter expert during change implementation meetings with government customers.
• Conducted SAT/UAT testing on all workflows and structural changes to the Remedy Service Desk Suite.
• Developed and distributed custom Crystal Reports on a weekly, monthly and as-needed basis for metrics purposes.
• Created and maintained functional knowledge base of all reported issues & resolutions.
• Monitored and configured Lotus Notes and Domino server.
2006
Remedy Administrator/Developer & Network Support Technician
Red Tech
• Created a functional service desk providing support to 350 end users in a corporate enterprise environment.
• Created, developed and implemented functional workflows for problem resolution and management.
• Developed, configured and implemented help desk software (Remedy)
• Created and deployed workstation images and software packages in a mixed Novell/Windows environment.
• Served as primary technical point of contact for network infrastructure support. Installed and supported cat5/6 & fiber runs, data drops, network printers & scanners, routers, blades, load balancer's, switches, PBX and telecom terminals, racks, IDF's, patch panels, UPS, temperature sensors, plasma & lcd monitors, security cameras and key code/Kastle locks, video teleconferencing equipment, DS3 & T1, WAN and other duties as needed.
2005-2006
Lead Systems & Field Engineer
Hewlett Packard
• Lead Systems Engineer for joint project between Bank of America and Hewlett Packard.
• Refreshed all existing network infrastructure for Bank of America’s East coast branches.
• Upgraded current equipment from OS/2 & Co-Ax environment to Windows 2003/XP and Ethernet environment.
• Surveyed all existing banks in order to determine length of cable runs, location of data drops, amount of hardware to be shipped/installed, and the labor force required to perform network and hardware refreshes.
• Led teams of technicians and managed logistics of equipment delivery and return.
• Lead engineer for secondary contract focusing on ATM installation and hardware relocation.
• Developed support desk for ATM relocation project utilizing Magic (Remedy Express).
Certifications
Lean 6-Sixma White/Yellow/Green Belt
ITIL Foundations v2, v3, v4
MS Visio for Engineering Applications
GWI/iSupport v6,7,8,9
Remedy Dev.
MS-Hyper-V
Visio for Engineers
VMware
ServiceNOW
Education & Languages:
Pharmacy Program 1996-2000 NVCC Annandale/Shenandoah, VA.
Currently hold and maintain National Pharmacy Board Credentials & Certification
From 1992-1994, completed 36 credit hours of Non-Credit Computer Repair & Maintenance Classes from the University of Hawaii.
Conversational Japanese, Korean, Norwegian
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