Developer Help Desk

GORDON FRANK

EDUCATION

George Washington University Degree Year: 1984

Masters of Science (M.S.) in Information Systems Technology

Pennsylvania State University Degree Year: 1978

Bachelors of Science (B.S.) in Geography

CERTIFICATIONS

Certified Remedy Skilled Professional (RSP) – 7.x

ITIL V3 Certified

Security + Certified

SECURITY CLEARANCES

Current- Top Secret (TS\SCI)

Previous-TOP SECRET - (C)

PROFESSIONAL EXPERIENCE

Remedy Team Lead

BCMC, LLC 10/2/2017 - Present

Senior Remedy Team Lead

●As the BMC Remedy Team Lead, the responsibilities are:

Coordination of Life Cycle events

■Requirements gathering

■Development

■Testing

■Performance review

■Security

■Personnel

Development of Releases based upon Agile Sprints

Schedule

■JIRA

■Microsoft Project

Systems and Network Communications

■“Hardening” of Servers

■Documentation of System and Network diagrams

●I participate in Management Level meetings and coordination

●I participate with the Testing Team utilizing Selenium, Cucumber and Gherkin

●Update Management standardization using Sharepoint

BMC REMEDY CONSULTANT

ColumnTechnologies 5/22/2016 – 9/29/2017

Senior Remedy Consultant and Architect

Job Description - Your functions, duties, and responsibilities are as follows:

●Install, customize, and configure software applications in designated product and services division

●Architect, deploy, support, and in some cases, train in the service related product Implement integrations. Troubleshoot and support applications and systems.

●Draft technical installation, configuration and customization specification documents.

●Conduct requirements gathering workshops.

●Draft use cases and functional requirements documents.

●Communicate strategies and best practices for product implementation.

●Design custom or product-based solutions based on applications.

●Demonstrate products to customers.

●Respond to customer requests for product or solution information.

●Estimate level of effort to design or deploy products or solutions.

●Draft proposals and statements of work for solutions.

●Provide technical assistance in a pre-sales capacity.

●Mentor and support consultants

●Must travel when needed

●Communicate strategies and best practices with staff or clients for product implementation.

●Provide advice on project costs, design concepts, or design changes.

●Document design specifications, installation instructions, and other system-related information.

●Verify stability, interoperability, portability, security, or scalability of system architecture.

●Collaborate with developers to select appropriate design solutions or ensure the compatibility of system components.

●Evaluate current or emerging technologies to consider factors such as cost, portability, compatibility, or usability.

●Provide technical guidance or support for the development or troubleshooting of systems.

●Identify system data, hardware, or software components required to meet user needs.

●Provide guidelines for implementing secure systems to customers or installation teams.

●Monitor system operation to detect potential problems.

●Work with ITSM 9.x, Smart IT and MyIT

Tricorp Solutions 11/16/15 – 4/11/2016

●As a BMC Remedy Consultant, worked to resolve BMC ITSM issues with end users or projects dictated by Change Requests within the United States Patent Office (USPTO) Tasks currently underway: ITSM Version 9.1 Upgrade, Integration with Interactive Intelligence Enterprise Telephone System, and Foundation Data review and statistical analysis.

REMEDY DEVELOPER

CGI Federal, Inc. 2/4/15 – 11/13/15

●As a Remedy Developer\Architect, I was responsible for Designing software tools and subsystems to support software reuse and domain analyses to manage their implementation. Working with Department of Homeland Security\TSA to manage software development and support using formal specifications, data flow diagrams, other accepted design techniques and Computer-Aided Software Engineering (CASE) tools. Estimating software development costs and schedule. Reviewing existing programs and assists in making refinements, reducing operating time and improving current techniques. Formulating and defining specifications for software applications or modifies and maintains existing applications using engineering releases and utilities from the manufacturer. Responsible for program design, coding, testing, debugging and documentation Responsible for quality assurance review and the evaluation of existing and new software products. This customer was not using the CMDB correctly and I helped design a solution which related assets to Change Requests correctly.

Project Remedies, Inc 1/26/15 - 1/30/15

●Provided Red Team analysis of the Hanscom Air Force Base Enterprise Information Technology Service Management (EITSM) system 1.0, 2.0 and 2.1. Analysis was performed on the BMC Remedy customizations which are being migrated to the new version. Additional analysis was performed on the intended enhanced features of Version 2.1. Items analyzed: CMDB migration, Active Directory interaction and BMC Remedy custom code.

●This effort required a secret clearance.

REMEDY DEVELOPER

FinityIT, Washington, DC 6/23/14 – 11/17/14

●As a Remedy Developer I support the Department of Justice JSOC division with the design and implementation of the BMC Remedy ITSM 8.1 application. I assist with integrating Remedy with 3rd party applications, such as ArcSight, Big Fix, and Netwitness. I assist with requirements analysis, design, and implementation of Remedy customization and configuration. During this period, we successfully upgraded to ITSM 8.1.

●This position required a TS\SCI clearance.

REMEDY DEVELOPER/ARCHITECT

Telos Inc., Arlington, VA 4/8/13 – 6/23/14

●As a Remedy Developer/Architect I work with the Information Technology Agency (ITA) as part of Pentagon Telecommunications Support. We will be migrating from Version 7.6.4 to 8.1 within the next 3 months. Tasks include Remedy Development, Crystal Report Development, and complex data conversion using Remedy Joins and other tools.

BMC REMEDY CONSULTANT

RightStar Systems, Washington, DC; Annapolis, MD 12/10/12 – 4/8/13

●As a BMC Remedy Consultant, I worked on various project to implement ITSM\CMDB and custom for my company. Customers include: Department of Justice Tax Division, National Defense University and State of Maryland IT.

REMEDY DEVELOPER

Exelis Inc (ITT Inc), Greenbelt, MD 4/18/2011 – 12/10/12

●Remedy Developer using BMC Remedy Action Request System (ARS) and ITSM 7.6 for NASA Goddard. Goddard has a home grown system call the Comprehensive Discrepancy System (CDS) which is utilized to track Ground Network and Space Network problems and their resolution world-wide. I am working on a UNIX based system with Oracle 10g. We are migrating to a Windows 2008 Server\Oracle 11g environment.

●This position required a Top Secret clearance.

REMEDY DEVELOPER

CACI, Arlington, VA 12/2010 – 3/31/2011

●Remedy Developer using BMC Remedy Action Request System (ARS) and ITSM 7.6 for Office of the Secretary of Defense (OSD) and Washington Headquarters Service (WHS). The project involves the consolidation of two similar Remedy systems which do the same functionality. Loss of contract resulted in my dismissal.

●A Top Secret clearance was required.

REMEDY DEVELOPER

Lockheed Martin – CMS, Baltimore, MD 7/2008 - 12/2010

●Remedy Developer Team Lead working with BMC Remedy Action Request System 7.5 and ITSM 7.6 for the Centers for Medicare and Medicaid Systems (CMS). Our migration of ITSM 6.3 to ITSM 7.6 included the migration of legacy data for Incidents. Worked with the 7.6 Data Migration Tool. Built several custom objects to support the transition from 6.3 to 7.6

●This position required a Public Trust clearance.

REMEDY DEVELOPER

Verizon FNS, Arlington, VA 9/2007 – 6/2008

●Remedy Developer working with BMC Remedy Action Request System 7.1 and ITSM 7.0.3 for the Defense Information Systems Agency (DISA) and the Joint Staff Support Center (JSSC).

●The position required a Top Secret clearance.

REMEDY ENGINEER

EDS, Worked remotely from home 6/2007 – 9/2007

●Remedy Engineer for the Navy/Marine Corps Intranet (NMCI) system. Work includes analysis, development, testing and implementation of BMC/Remedy Action Request System (ARS) projects. The majority of the work is performed at home, but occasionally travel is required to Norfolk, VA and San Diego, CA.

REMEDY ENGINEER

Lockheed Martin – ITA, Arlington, VA 9/2006 – 6/2007

●Responsible for the administration, development and maintenance of ITA and other BMC Remedy based systems. We currently have customized Information Technology Service Management (ITSM) modules to meet the needs of our customers. We currently utilize IT Infrastructure Library (ITIL) framework to orient our current system. CMDB 2.0 was utilized to analyze and design several ITSM 7.0 planning efforts. Also utilized BMC/Remedy Enterprise Integration Engine (EIE) and Business Development Plus for analysis and documentation. Integrated Remedy systems using the Email Engine. Integrated Remedy Systems with Primavera Teamplay.

GS-12 IT SPECIALIST/BMC REMEDY DEVELOPER/ARCHITECT

US Army at Raven Rock Mountain Complex (RRMC) 5/2005 – 9/2006

●Accepted a position as a GS-12 IT Specialist (2210) specialist. Became the primary BMC Remedy developer/administrator of the RRMC site. Customized several Information Technology Service Management (ITSM) modules to the US Army’s specifications. Interfaced with Pentagon and other outside organizations. During this period ITSM 7.0 was installed and tested for future upgrade. CMDB 1.1 was utilized to perform Circuit tracking system design. This position requires a Top Secret Clearance. Also served as the organizations Oracle Data Base Administrator (DBA). I was responsible for tuning, applying upgrade patches and applying Information Assurance Vulnerability Assessment (IAVA) Security patches. Job location: Classified

RIGID Systems, Inc. (currently AttivaSoft Corp.)

Raven Rock Mountain Complex (RRMC) 1/2005 – 4/2005

oPerformed analysis, design and implementation of BMC Remedy Information Technology Service Management (ITSM) 6.0 software. Wrote Functional Specification in support of the analysis of the existing system. Installed all ITSM applications on a BMC Remedy ARS 6.3 server with Oracle 10g data base management system.

oJob location: Classified

●House of Representatives, Washington, DC 12/2004

oMonitored custom Remedy Action Request System (ARS) systems for a two week period. Performed minor customizations on existing system.

●Fairfax County Water AuthoritY, Fairfax, VA 10/2004 – 11/2004

oAs a Remedy Corporation Senior Consultant, provided professional services to upgrade the Remedy ARSystem from version 4.00.03 patch 850 to version 6.0, and Remedy Help Desk version 4.0.3 to version 5.6. In addition, the Remedy Mid Tier, Email engine and all plug-ins were installed and configured with the ARSystem upgrade. All current data, as identified by FCWA, will be moved to the new SQL 2000 database from the existing SQL 7 database. Extensive work was performed utilizing the Remedy Approval Server 5.1 to define approval rules for the Change Management 5.6 implementation. Data conversion took place between the old Asset Tracking 4.0 system and the new Asset Management 5.6 system.

●Langley Air Force Base, Langley Air Force Base, VA 11/2003 – 9/2004

oAs a Remedy Corporation Senior Consultant, analyzed and developed customizations to Remedy Help Desk 5.5 for the Air Control Operations (AOC) Help Desk operations worldwide. The Remedy Corporation sponsor project will build customized Remedy Help Desk systems to be deployed in 20 worldwide sites. This project requires the implementation of the following Remedy products: Remedy Action Request System (ARS) 5.1.2, Remedy Help Desk 5.5, Distributed Server Option (DSO), KMR Knowledgebase product, Crystal Reports 9.0, Remedy Mid-Tier, Remedy Email Engine, Remedy Migrator, Remedy Flashboards, ARDBC Interface using Croom Software, Documentation using ARUtilities 5.6 and 6.0, and ARS Ticket submittal interface with Microsoft Outlook from a non-Remedy webpage. This project requires a Secret Clearance.

●Navy Federal Credit Union, Vienna, VA 10/2003

oAs a Senior Remedy Rapid Results Consultant installed and aided the customer in the deployment of the Remedy IT Service Management (ITSM) suite of products. This included the deployment of Remedy ARS 5.1.2, Remedy Help Desk, Remedy Change Management, Remedy Asset Management, Remedy Email Server and Remedy Mid-Tier. This 15 day assignment was accomplished in 5 days.

●Mercy Medical Center, Baltimore, MD 10/2003

oAs a Senior Remedy Rapid Results Consultant aided the customer in the customization of several unique customer specific tasks. This assignment included customer training and assistance with basic Remedy object construction. VPN was established as a connection strategy, which saved resources due to a consultant not having to be onsite to make enhancements and necessary changes.

REMEDY ANALYST AND DEVELOPER

Impact Innovations Group, Lanham, MD 9/2003

●Supported the customization of Remedy Help Desk 5.5 for the Office of the Controller of the Currency (OCC). This four week assignment included: construction of custom Remedy forms to facilitate hourly Help Desk metrics, development of custom Crystal Reports, development of Configuration Management recommendations, User Guide development, Programming Guide development and other Help Desk related customizations.

JOHN HOPKINS UNIVERSITY APPLIED PHYSICS LABORATORY (APL) 10/1986- 8/2003

Project Leader for the Remedy Action Request System (ARS) Workflow project area. 1993-2003

As a Remedy Skilled Professional (RSP) certified Project Leader, I supported Laboratory-wide systems including systems:

1.APL Hacker Incident Reporting Tracking,

2.APL Help Desk,

3.System Change Management,

4.Defect Enhancement Software Development Tracking System,

5.Firewall Interface Tracking System, Excess Property Tracking,

6.General Inventory System,

7.Classified Equipment Tracking,

8.Security Clearance Requests Notification and Tracking System,

9.Security Work Requests Charge Back Management System,

10.Courier or Messenger Charge Back Tracking,

11.Motor Pool Charge Back Tracking,

12.Move Requests Workflow System,

13.Telephone Operators Lookup Panel,

14.Telephone Trouble, Move, Add, Change Requests Tracking.

●Created a modular environment whereby different systems could utilize the same modules repeatedly.

●Utilized ARS 5.1, PERL/ARMAILD Interface, Crystal Reports, Microsoft Office DDE Interface, JavaScript, ARWEB, Remedy Web, ORACLE 8 (planning started for ORACLE 9) and Sun Shell scripts.

●Actions I took while Project Lead: Yearly Project Planning, Staffing Plans, Budget Allocation, Development Team Meetings, Development Team assignments, Training arrangement, standardizing repeatable modules (including code and documentation), ARS Training and User Guide preparation, Testing on a Test environment (we had Development, Test and Production servers), Transition from 4.5.2 to 5.1., and Deployment of Version 5.1 Web Pages on a Windows Mid-Tier (our main server was a Sun Solaris).

●Results gained: Most applications are Laboratory-wide applications and are accessed by all employees. Workflow contained in these systems had notifications to all staff in some manner.

Project Lead for the Change Management Technical Working Group. Established Carnegie Mellon 1/03-8/03

●University Capability Maturity Model (CMM) baseline for Change Management, which could result in Level 2 certification using the CMM Guidelines. The goal was to establish repeatability and decision models for moving from Level 1 to Level 5 of the CMM.

Member of the Records Management Process Improvement Project (RMPIP) 1/2001 -12/2002

●Involved the application of Records Management technology and Web based technology to an Executive Branch sponsor.

●Actions taken: 1. Developed Active Server Pages (ASP) utilizing Microsoft Interdev on an SQL Server based Intranet network system, 2. Produced Test Plans based upon Requirements stored in a Microsoft Access Database system, 3. Integrated FILENET software into ASP based pages for Document Control, 4. Integrated Ultimus Workflow Software into the RMPIP Workflow, 5. Integrated ScreenSurfer Software to extract screen scrapes from an IBM DB2 database on IBM MVS/TSO/PROFS screens

●Results gained: A Microsoft Intranet was built and demonstrated which provided document control and workflow for the sponsor.

Database Application Project Manager 1/2001-12/2002

●Lead the effort to eliminate all Data Ease 4.52 applications from the entire Laboratory. This involved the use of Microsoft Access as the target system.

●Results gained: 25 applications were converted to MS Access, thus eliminating DataEase form further maintenance support.

Human Resources Information System (HRIS) PeopleSoft Data Conversion Team Leader 1995-2001

●As part of the HRIS installment of PeopleSoft into APL, I was the Team Leader for the Data Conversion of Human Resources, Benefits and Payroll information from an IBM Mainframe MVA/TSO PL/1 VSAM and IBM VM SQL/DS based systems to a Digital Equipment VMS based PeopleSoft system. The goal was to eliminate the IBM Mainframe from production usage.

●Utilized PeopleSoft Tools including Structured Query Report (SQR) Writer and PeopleCode for the conversion.

●Utilized PS/Query, SQR and SQL calls to produce reconciliation reports for the conversion.

●Utilized Naomi Bloom's Human Resource Management and Information Technology Methodology for HR system development.

●This effort also required source selection and proposal review to select the vendor, which would replace the antiquated system. Performed a statistical review of proposal scores using the F-Test to ensure that no bias was evident in the proposal scores.

●Results gained: The conversion of all Human Resources, Benefits and Payroll data was converted to the PeopleSoft system to produce an accurate Gross to Net payroll in a timely manner.

Line Manager in the Computer Applications Group (BIA) 1990-1995

●Conducted all Line management responsibilities including: Coaching, Reclassification, Budget Verification, Performance Reviews, Damage Control, Personal Development Planning, and Training recommendations.

●As a part of this Line Supervision, I became responsible for the Benefits/Payroll recovery after the death of a key employee in October 1993. I was assumed the following tasks: Perform all end of the year Benefits and Payroll functions. This included regular payroll, W-2s, the installment of the Aetna Medical Plan, Payroll End of the Year adjustments, Benefits End of the year adjustments and reporting, Federal and State Tax rate installment, Open Enrollment preparation for the new year. Retirement end of the year summary statements, IRS Highly Compensated employees’ reports and many more functions which the needed immediate attention.

●Results gained: All end-of-the-year processes were accomplished on time with no penalties to the Laboratory.

Core Accounting Data Conversion Team Leader 1994-1995

●Similar conversion issues to the HRIS conversion, but with General Ledger accounting changes.

●Inquire/Text Full text Search Administrator 1986 – 1993

COMPUTER SYSTEMS ANALYST/PROJECT MANAGER/CONTRACTING OFFICER TECHNICAL REPRESENTATIVE (COTR)

Defense Mapping Agency Hydrographic/Topographic Center (DMAHTC) 6/1979- 9/1986

(Currently known as National Geospatial-Intelligence Agency (NGA))

●Responsibility to analyze, evaluate, synthesize and maintain hydrographic and topographic data/information.

●Project assignments were developed to provide analysis and design of equipment, processes, procedures and computer hardware and software to support DMAHTC Mapping, Charting and Geodetic (MC&G) data/information.

●Project Manager and Contracting Officer Technical Representative (COTR) on the following projects: Data Base Management Systems (DBMS), Geographic Information Systems (GIS), Bathymetric Data Bases, Source Assessment system for the Latin America region, configuration management techniques, data structures development and development of a distributed workstation environment (see paper reference).

●Interfaced on a routine basis with several key personnel working for other U.S. Government agencies (Top Secret Clearance required).

●This effort require monthly travel to California to monitor a new Hardware Tape loading system for holding large quantities of source data.

●This effort also required the source selection and proposal review of three big DOD modernization contract ($500M).

●This was a 2 year effort to award the contract.

●Worked with UNISYS 1100 OS, Data Generals AOS and RDOS.

●Results gained: I feel I am an expert at Geographic Information Systems.

MAJOR PUBLICATIONS

●Several publications written, which include:

●"Chemical Propulsion Information Agency (CPIA) INQUIRE/Text System Development", October 1990. Presented to the Southeast Inquire Users Group (SIUG) in October 1990.

●"Using a Spreadsheet to Calculate INQUIRE/Text Required DASD", April, 1990. Presented to:

●INFODATA Systems, Inc. International Conference, San Diego, CA, April 1990.

●Southeast Inquire Users Group (SIUG), Research Triangle, NC, June 1990.

●Bathymetric Data Reduction Subsystem", August 1981. Presented to:

oThe 41st Annual meeting of the American Congress on Surveying and Mapping, Washington, D.C., February 22-27 1981.

●International Symposium, Management of Geodetic Data, Copenhagen, Denmark, August 24-26, 1981.

●Frontiers in Data Storage, Retrieval and Display, Marine Geology and Geophysics Data Workshop, Boulder, Colorado, November 5-7, 1980.

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