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ITSM, Application support engineer specialist

Fort Worth, Texas, United States
January 12, 2018

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Richard L. McKeown

Resume- Application support engineer specialist

Objective To find a position in a growing company with possibilities of career advancement.

Summary of Qualifications;

●Working in ITIL procedures and practices for 8+ years

●Command Center Operations

●Tier 2, 3 communications to business and users.

●Bridge call management

●Strong team support and building

●BAC Monitoring, Hp Business suite

●Quick diagnosis and resolution management

●Hardware and software installation, troubleshooting and testing.

●VMware infrastructure experience

Employment History

BNSF Railroad

Incident Management/Situation Desk

09/25/2017 to 11/13/2017

Bridge calls for Incident management.

Facilitated call out to teams for swift recovery of outages.

Remedy Ticketing for reporting incidents to management.

Identify trends through reporting.

Managing multiple calls and issues and finding root cause.

Change management tracking and watch for issues.


HPBSM Administrator 9/20/2016

09/26/2016 to 09/20/2017

Setup of HPBSM Predictive analytic s

Alarm points for business

Day to day operations support

Work with HP on development of our environment

Servicenow ticketing system

Working with dev, QA, Prod, and testing from start to end point

Oracle and SQL Dbs

IBM Tivloli monitoring

Sitescope – URL monitoring and configuration

Greenzones setup and maintenance

Tivoli administration

K20 installation

Texas Conference of Urban Counties 5/1/2016 8/31/2016

Application Engineer

Supported Tech share Court Application, a new court software for clerks, judges, prosecutors, attorneys and more

FBI background check clearance for database

Converted 60 yrs. of Mainframe data into SQL format

Data Validation of the data conversion

Wrote all technical manuals for program install and training for lower level help desk personnel.

Used Octopus deployment tool to update our many environments.

Desktop support for local users

Supported Tarrant and Dallas counties

Administration of software and users

Utilized Jira ticketing system

Collaborate knowledge center

SSRS reporting

Intel Security/McAfee - Application Engineer Specialist 5/31/2013 to 7/01/2015

●Global Operations Center Application Support Engineer for all of Mcafee

●Vugen- for scripts and analysis

●LDAP- for networking

●NNMI- network team hand in hand with my team

●Responsible for Bridge calls and incident Management for all applications from Mcafee.

●ITIL document creation, correction, and implementation of process- Was responsible for creating ITIL foundation documents for our dept. and training team on ITIL practices.

●Documentation creation (Run books for application support staff)- Created documents for procedure on what to do when an alert came into our monitoring systems, from restarting services and who to call for escalations.

●Responsible for creating Reporting on how to determine events correlation to incident correlation and steps thereafter, working with Teams on incident management to look for reasons and trends of failures and reporting to superiors.

●HP monitor tools implementation with BSM, OMI, OMW, SITESCOPE, - use and configured the HP suite to monitor applications urls, and webpage's databases, services on the servers and disk space, memory usage, and configuration changes.

●VSphere usage, VMware, RDP, - used to configure Virtual machines, and to login to VMs to check and restart services where needed. (Apache, IIS, adapters and DCOM and other configurations

on servers.)

● Linux shell login to run updates and commands on applications to shut down adapters and programs for restart.

●Desktop to desktop applications adobe conferencing, WebEx- Used for meeting purposes for escalations and for interdepartmental meetings and knowledge base transfers.

●F5- Load balancing,

●Update and maintain team share-point site and knowledge base. - Responsible for laying out SharePoint site in a easy to use format.

●Ticketing system- Service now, Service one, Remedy- used many ticketing systems to track our problems and work.

DynCorp International- Oct 12th 2011 –5/31/2013 Application Support Engineer T3

●Mail role -Computer System Administrator for Financial Applications - was principal application specialist for Treasury Management System used to transfer money to our troops in the middle east- set up application from creating VMs to installing app and secure FTP tunnel and monitor application and updating it as needed.

●Secondary was Incident management for all other applications

●ITIL Training- we had company Pink Elephant come on site for training

●Supporting many other apps in this role-

1.Cost Point -was company’s main sales tool -fixed errors at need

2.On Base - was document control and sharing for company- was admin for group to add and configure for employees

3.Documentum- was the old document repository admin for this and responsible for moving it into on base.

4.Cognos- Companies reporting and dashboard program- was responsible for setting up reporting.

5.CRM- Companies contact for business was admin application and configuring to work with outlook and troubleshooting.

6.PCM, Primavera, Propricer- were all pricing tools and sales tools used by sales force- admin this as well- updating installing and troubleshooting.

7.Time and Expense, TMS, Cobra, - The company time clock websites where time was put in by employees and expenses- admin this and troubleshoot issues as they came up.

●Working directly with users to resolve issues in applications

●Installing /configuring servers and applications

●SharePoint - Maintaining our app groups website with most current knowledge base items

●Citrix- monitoring/rebooting/troubleshooting - use Citrix and became admin for users who needed to log in from home for business use.

●QA for Apps - Was a tester for Quality assurance after updates to check systems and make sure all items were working.

●SQL update scripts for business units- would run SQL updates for systems that used SQL and needed mass updates.

●Oracle support and database entry- Oracle support finding hung processes and stopping them and restarting them.

First American/Corelogic-15th, 2009 to Jan 1st, 2012 - Westlake. Texas- Senior Incident Manager

Network Monitoring, BAC monitoring and troubleshooting of servers, - Monitored 7000 servers and over 2000 applications through HP business suite and would use ITIL foundation to get resolution of issues if we could not solve on our own by troubleshooting issue.

ITIL - reporting, classification, root cause analysis

RDP into server and reboot and troubleshoot component and services- had access to log in to all systems and restart IIS, apache, and other services

Monitoring Email support box for multiple systems and reply to support groups from different agencies.

Mainframe Monitoring thru business service management and Site scope

Ticketing systems, Jira, Servicenow, Tech Excel

Find and resolve Database issues and work with management to find resolution.

Monitoring VM servers

Customer service skills from end user to mainframe /DBA users

Extensive use of All MS office tools including Microsoft Visio Desktop support to users with software and hardware

Coordinate with 2 other help desks -India and Santa Ana for problem resolution

First and second level phone support for production issues and resolution management

First American/Corelogic- July 15th, 2009 - Sept 15th 2011 Westlake. Texas-System Admin-

●Supported almost 2000 users for multiple enterprise applications as first and second level tech support, through email and ticketing systems.

●SQL queries and updates on SQL Server 2005/2008 and DB2(I Series) databases to monitor and make changes where necessary

● Windows Server Maintenance and reviewed event logs and confirmed custom applications were running

● Mainframe Monitoring thru business service management and Site scope.

● Ticketing systems, Jira, Servicenow, Tech Excel Find and resolve Database issues and work with management to find resolution.

● Monitored VM servers

●Use of Site scope and Business service management monitoring tools

● Customer service skills from end user to mainframe /DBA users

● Extensive use of All MS office tools including Microsoft Viso Desktop support to users with software and hardware.

Health Markets (The Mega Life & Health)- Jun 07, 2001 - May 20, 2009 Hurst, Texas- Technical Support

Troubleshoot java based programs, web based quoting software, PDA, Phones, laptops desktops and all software on them.

MS office and other essential programs.

Java- Troubleshooting errors and conflicting software install and removal,

Use of Built in SQL03 commands in Java Program to query information, Software and hardware installation and repair, repair, removal, backup, DLL error fixing, clean up,

Configuring software and hardware with drivers.

Configure Mail- Pop3/IMAP, Export /import, back up, repair.

Excel Powerpoint and word.

Support, start up features.Antivirus- Norton (all versions), MacAfee, AVG, and Trend) - configure, cleaning of viruses and repair of infected files.

Antispyware- Norton, McAfee, AVG, Trend, Spybot, and Adware- cleanup of system and removing and repair of infected files

GoToMyPC- has used remotely for 5 years to work on customer’s computers remotely.

Software installation, configuration and setup of all makes of software.

Laptop troubleshooting with DELL, HP, Compaq, Toshiba, Sony and many others.

Prodigy Communications -Feb 01, 2001 - Jan 31, 2002- Supervisor-

●Watched call volume for trends and error reporting of what was happening to customers in the field,

●Created Company test call center- Hired and trained new agents coming for Tier 1 and 2 support of Dialup and DSL connectivity. Test group any new install software that was going to the field to control group and reported results to upper management.

Flash net- Feb 01, 1998 - Jan 31, 2001 Supervisor-

●Monitored Call volume of Tier 1 and 2 dial up,

● DSL support

●Trained new agents coming in for 56k dial up support and ISDN support.

● Supervised Help Desk Technicians

●Reported to NOC for resolution of issues on network.


- Associates of Applied Science -Aug 30th 1993

Summary; - I spent the several years working in command centers and ITIL environments, I have found I thrive in this area the best. I am also an excellent application support problem solver, I am able to find unique ways to work better and faster and get faster resolution and avoid downtimes, I feel I can make a positive impact in any work environment.

References available upon request.

Contact this candidate