Katherine S. Debney-Carr

**** ******** *****

Colorado Springs, Co 80918

Phone 719-***-**** abm5ae@r.postjobfree.com

CLEARANCES:

Secret, NACI, November 2002

SUMMARY OF PROFESSIONAL EXPERIENCE:

Over five years of managing and developing several Remedy systems for Air

Force Space Command (AFSPC) at Peterson Air Force Base, Colorado and

recently, the Missile Defense Agency at Schriever Air Force Base, Colorado.

Provided Enterprise Remedy support, to end-users and base-administrators,

for the UNCLASSIFIED and CLASSIFIED networks.

Upgraded the Remedy software and hardware, enabled a web-based Remedy

application, and established the distributed server option (DSO) at nine

AFSPC bases and one Air Force Network Operations Center.

Supplied several Remedy code fixes, and modifications to the CITS Program

Management Office (PMO) which were added to the Air Force base-line for the

Classified and Unclassified Remedy systems.

Assisted with the development of an Enterprise dashboard, which was later

implemented at coop-site

I-Network Operations Systems Center (NOSC) East and the Air National Guard

NOSC.

Assisted General Dynamics Information Technology (GDIT) with their effort

to develop the Information Technology System Management (ITSM) Remedy for

the entire Air Force.

Beyond Remedy, created asp web pages for reporting daily metrics, gathering

customer satisfaction surveys, created Crystal Reports, and have provided

back-up support for the HPOpenView application.

PROFESSIONAL HISTORY:

2/2009-Current ITSM 7x Remedy Administrator

ISYS Technologies Inc., Missile Defense Agency, Schriever AFB, CO

Maintain/administer the Enterprise ITSM version 7.1 Remedy

application which includes: Service Desk (Problem Management &

Incident Management), Change Management, and Asset Management

Create ITSM templates for commonly used incidents and request for

changes

Manage "Category-Type-Item" (CTI's) for modifications and additions

Provide end-user training

Develop additional workflows and support forms as necessary for ITSM

application(s)

Create documentation in support of application

Source of technical support for application sub-administrators

Develop queries and reports

Manage support data for ITSM application(s)

Follow ITIL standards

Support notification engine

Support mid-tier for web-based ITSM

Installation of all ITSM applications with CMDB for development

environment

Provide support for integrated HPOV with ITSM

Monitor server logs

10/2004 - 2/2009 Enterprise Remedy Administrator

Trawick/McNeil Technologies, Peterson AFB, CO

. Implement emergency and non-emergency changes as notified

. Support test plans, procedures, and activities for evaluating system

capabilities

. Assist with remote management, monitoring, and maintenance of AFSPC

ITS network

. Integrate, test, and maintain global supporting processes, procedures

and tools for network management

. Maintain/administer the Unclassified Enterprise Remedy system which

includes (a Remedy distributed architecture, Remedy Web Enterprise,

the operating system, the Remedy application and SQL database

administration)

. Maintain/administer the Classified Enterprise Remedy system which

includes (a Remedy distributed architecture, Remedy Web Enterprise,

the operating system, the Remedy application and SQL database

administration)

. Maintain/administer the Release Canadian (RELCAN) Enterprise Remedy

system which includes (Remedy Web Enterprise, the operating system,

the Remedy application and SQL database administration)

. Perform Remedy form/schema development

. Ensure the Remedy Trouble Ticketing System has no more than 60 minutes

of unscheduled downtime per month and no more than 12 unscheduled

events per year, within the contractor's control

. Provide annual Remedy refresher training to all Customer Support

personnel on the AFSPC ITS O&M contract

. Provide support for web-related database activities, including the

development of back-end database solutions

. Collect and maintain metrics documenting whether Service Delivery

Summary thresholds were met and summarize these metrics and make them

available to the government on a monthly basis

. When requested, collect and maintain metrics beyond those related to

the service delivery thresholds as related to performance of the AFSPC

ITS Network; provide these metrics to the government for their

information and action

. Works with each individual Base Network Control Center (NCC) and/or

their contractors to resolve problems associated with the Enterprise

Network or an Enterprise Remedy solution

. Worked with coop site, INOSC East, in standardizing Remedy processes

. Created the distributed server option for reporting TCNO's from Air

Force Network Operations Center AFNOC) to INOSC West (Peterson AFB,

CO)

. Responsible for the daily administration of network management tools

. Development of policies and procedures

. Analyze data to identify potential performance problems and their

possible causes; notifying appropriate administrators of findings

. Provided fixes to CITS PMO for their Remedy definition roll-out

. Created workflow within Remedy which was implemented on local system

and added to the Air Force baseline for Remedy use at other NCC's

. Upgraded two networks from Remedy version 5.1.2 to 6.3

. Implemented web-based Remedy on both networks

. Assisted General Dynamics with development of Air Force ITSM Remedy

system

. Provide back-up HPOV support

10/2003 -10/2004 Remedy Administrator/Helpdesk Support

Trawick & Associates Inc., Peterson AFB, CO

. Administrator for Classified and Unclassified Remedy ARS 5.01/6.3

. Point of contact for Remedy requests such as new Remedy accounts and

revisions to the forms and database

. Provide troubleshooting support to end users of Remedy

. Develop new processes for better workflow within AEN, to include:

filters, active links, notifications, and escalations

. Develop new forms to be used within Remedy

. Assist/troubleshoot NCC's with Distributive Server Option issues

. Created the database to be used for reporting the daily and monthly

metrics for contract thresholds

. Compile the daily and monthly reports

. Created a current solution to retrieving customer service satisfaction

surveys

. Develop web-based application for viewing daily and monthly metrics

. Provide help-desk support as needed

5/2002-10/2003 Network Action Request Administrator & Help Desk Support

BD Systems, Inc. Peterson AFB, CO

. Sole point of contact for network administrative requests for over

7,600 users on the Peaknet contract

. Fulfill over 700 requests per month for network actions with .35 day

turnaround time

. Instruct monthly class for understanding and utilizing AR System's

Remedy Help Desk

. Troubleshoot complex technical problems with Microsoft Windows 2000,

Word, Excel, Access, Outlook, Exchange, and AR System's Remedy Help

Desk

7/99-4/2002 Help Desk Analyst EDS Corp. Colorado Springs, CO

. Provide first level help-desk support for worldwide MCI WorldCom

employees

. Assist remote users with dial-up Remote Access Services, Virtual

Private Network, and Entrust Security

. Troubleshoot Microsoft Exchange/Outlook problems utilizing Pop 3

server technology

. Analyze and resolve client/server topologies

. Troubleshoot operating systems to include Microsoft Windows 98, NT,

and 2000

. Support multiple mainframe/midrange applications; security, database

administration, user, printer, and resets

TECHNICAL QUALIFICATIONS:

Hardware: Windows Servers (5 years) and Windows-Based workstations

(5 years)

Software: Remedy AR System 4.5 (3years)

Remedy AR System 5.12 (4 years)

Remedy AR System 6.3 (2 Years)

Remedy AR System 7 (< 1 Year)

Remedy ITSM 7x (< 1 Year)

Microsoft SQL Enterprise Manager (5 years)

Crystal Reports Vs 10 (5 years)

Microsoft Suite (7 years)

HPOV (2 Years)

Languages: SQL (5 years)

Crystal Syntax (5 years)

ASP (4 years)

HTML (4 years)

EDUCATION:

2006- Bachelor's of Science in Information Technology, University of

Phoenix, Colorado

SPECIALIZED TRAINING

2010 BMC Service Request Management 2.x: Administering and Configuring

2008 BMC Remedy Service Desk & BMC Remedy Change Management 7.X (ITSM):

Administering

2008 BMC Remedy AR System Skilled Professional 7.X

2008 BMC Remedy AR System 7.x: Performance Tuning and Troubleshooting

2008 BMC Remedy AR System 6.x: Application Requirements Analysis, Design &

Development

2007 BMC/Remedy Distributed Server Option: Administering

2007 BMC Remedy AR System 7.x: Administering - Part 3

2007 BMC Remedy AR System 7.x: Administering - Part 2

2007 BMC Remedy AR System 7.x: Administering - Part 1

2007 BMC Remedy AR System 6.x: Application Requirements Analysis, Design &

Development

2004 Crystal Reports Level 1, New Horizons, Colorado

2003 Microsoft Certified Professional (MCP)

2001 Help Desk Institute - Certified Help Desk Analyst

PROFESSIONAL RECOGNITION/AFFILIATIONS:

Trawick & Associates Employee Quarterly Award 2004, 2005, 2006, 2007, 2008

The National Dean's List May 2005, 2006

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