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Service Management

Santiago de Querétaro, Qro., Mexico
April 18, 2018

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Sr. Consultant/Sr. Developer




Recognized and expert (10+ years) in BMC Software s Remedy technologies and solutions, 3+ years of experience in ServiceNow platform. ITIL V3 certified.

Extensive experience in pre-Sales activities, implementing, developing, integrating and support/maintenance for BMC Remedy & ServiceNow solutions and applications.

International experience working with US and South America customers.

Industry Experience includes: Retail, Energy, Telecommunications, HealthCare, Education, and Banking. Specialties: Business Service Management, ServiceNow ITSM, Remedy ITSM, IT Infrastructure Management, Best Practices (ITIL, COBIT, SCRUM, Agile, etc.), Network and Systems Management, Application Development Lifecycle.

Familiar with the SCRUM framework for development.


Bachelor in Electronic & Communication Sciences by Instituto Politecnico Nacional,

Ciudad de Mexico (Degree in Progress)

Training/Certifications. Certifications.

•ITIL Foundations V. 3 Professional Certified.

BMC Products

•ARSystem Administering Part 1 y 2

•BMC Atrium CMDB 2.0 Implementation Best Practices

•BMC Remedy IT Service Management 7.x Installing and Configuring

•Service Impact Manager Administering 7.x

•BMC Remedy IT Service Management 7.x Advanced Solutions Core Components

•ITSM Workshop (BMC Custom Course for Mexico)

•BMC Atrium Orchestrator 7.5: Foundation - Part 1 (WBT)

•BMC Atrium Orchestrator 7.6: Foundation - Part 2

•BMC Work Order Management 7.6: Using (WBT)

•BMC Remedy Change Management 7.6.04: Using (WBT)

•BMC Remedy Service Desk 7.6.04: Using (WBT)


•ServiceNow Administration Istanbul, Jakarta.

•ServiceNow ITSM

Service Catalog

Incident Management

Help Desk Call

Change Management

Problem Management

Knowledge Base

Other Courses

•Effective Presentations

•Leadership Workshop

Technical Skills. BMC Remedy.

BMC Remedy Environments.

Action Request System 7.1, 7.5, 7.6.x and 8.x BMC Atrium CMDB 2.1, 7.5, 7.6.x and 8.x BMC Remedy ITSM Suite 7.0.03,

7.5.01, 7.6.x and 8.x (BMC Remedy Service Desk, BMC Remedy Change Management, BMC Remedy Asset Management) BMC Service Level Management 7.0.03, 7.1, 7.5, 7.6.x, and 8.x BMC Service Request Management 2.1, 2.2, 7.6.x and 8.x.

MS SQL SERVER, ORACLE, Windows Server 2003/2008/7/Vista, Solaris 10, Crystal Reports 11, LDAP, Web Services, API,

Tomcat, JBOSS, VM Ware, Business Objects, JavaScript


ServiceNow Geneva

Servicenow Istanbul

Servicenow Jakarta

JavaScript, Jquery, HTML

ITSM ServiceNow (Incident, Change, Problem, KB)

Service Catalog

oProcess workflows



Professional Experience


Querétaro, México. (2017 – till date)

ServiceNow Architect/Developer.

Technical responsible for the implementation of ITSM for Santander bank,


Maintain, configure, customize, support, and update ServiceNow.

Confident to advise the customer regarding needed changes to ServiceNow as needed.

Assist in configuring ServiceNow parameters to customize the instance based on usage and need.

Assist in configuring ServiceNow to provide full transparency/access of the raw data to the customer.

Monitor health, usage, and overall compliance of ServiceNow.

Collaborate with project teams for successful ITSM deployment in agile manner

Technical team lead for Service Now module implementations, integrations, custom application development

Manage team of developer(s) for delivering functionality using SNOW platform capabilities.

Mid-Server Configuration (to facilitate REST calls); CMDB configuration and integration.

Tata Consultancy Services

Querétaro, México. (2012 – 2017)

ServiceNow Developer/Admin. Client: Express-Scripts (2015-2017)

Important participation during the migration from BMC Remedy to ServiceNow.

Responsible for the day-to-day administration, configuration, and ongoing maintenance of the ServiceNow platform.

In addition, I can perform support functions, design and implementation tasks like requirements gathering, configuration, and testing.

Confident to create and modify process workflows, technical and process documentation. Open to learn new features and functionality, playing a key role in driving continual improvement.


Perform day to day administration of the ServiceNow system, including making approved changes to process and work flows.

Create and configure Business Rules, Client Scripts, UI Policies, UI Actions and ACLs including advanced scripting of each.

Work directly with end users to resolve support issues within ServiceNow.

Perform additional duties as requested.

Perform ServiceNow implementation tasks including but not limited to: configuration, testing, requirements gathering and solution design.

Develop clear and concise technical and process documentation, making use of the knowledgebase module within ServiceNow.

Work with business users to identify and refine business requirements and workflows.

Facilitate workflow enhancements to the ServiceNow application including automation and/or additional self-service features and function.

Remedy Developer/Admin

Client: Express-Scripts: (2014 – 2015)

This project was about the implementation/administration of BMC Remedy, more focused to BMC Service Request Management 7.6.04.


Provide subject matter proficiency for work on the BMC Remedy platform.

Responsible for application and hardware maintenance and support activities for Remedy to ensure optimal performance.

Performs migration of code from development and test systems to production systems.

Creates and maintains migration procedures.

Maintains code control log and validates code migration documentation, in accordance with audit and change control guidelines.

Work directly with end users to resolve support issues within Remedy.

Responsible for service catalog design using advanced forms, Coding, Functional testing, and Implementation.

Extensively worked on the pain areas where the end users were having frequent issues in accessing remedy applications and performance.

Configure and design advanced approvals workflows within BMC Service Request Management (approval chains).

Handle service requests using the request fulfillment processes.

Remedy Developer/Admin

Client: Inter-American Development Bank (2012 - 2014)

This project was all about the implementation of BMC remedy AR system and ITSM 7.x suites i.e Incident Management, Problem Management, Change Management, CMDB, Asset Management, Self Service and Service Level Management.


Responsible for application and data administration of BMC Remedy Action Request System Involved in fresh installation of AR System and entire ITSM applications suites.

Configuration of foundation data like location, support groups.

Integration with LDAP Active directory - auto population of people data in Remedy.

Working with the various team for getting the foundation related data.

Single Sign On was implemented in ARSystem.

Integration with BMC Remedy and third monitoring tool for in flow of alarms which created tickets in remedy.

Installed and configured BMC Remedy flashboards for graphical representation of AR system data.

Responsible for BMC Remedy Email engine installation and mailbox configuration.

Installation and configuration of BMC Atrium CMDB 7.6.04.

Import of CMDB data using ADDM tool for auto discovery of CI's and mapping the staging dataset to production golden dataset BMC.ASSET through normalization and reconciliation process.

Integration of third party web application with remedy through in built remedy web services. Used CREATE, SET and GET operations for automation of ticket in remedy. Web based application has invoked remedy web services for creating and updating of remedy tickets.

AIS, Sistemas Avanzados de Información (BMC Partner Elite).

Naucalpan, Edo. De Mex. (July 2011 – December 2012)

BMC ITSM Support Manager & Consultant.

Responsibilities: As Manager:

Recruit and hire the necessary personnel for the department.

Address and resolve any customer issue or complaint related to implementation or support.

Develop goals and objectives for the department. (Aligned to overall company objectives).

Create career and training plans for the consultants on my team (9 Consultants).

Monitor each team member growth and skill development.

Work closely with sales staff; Assist the sales team with technical proposals, implementation plans and other technical documents, POC ́s and Demos.

Work with the other managers to create the Presales department, Technical Documents, Presales Processes.

Participate in management team monthly meetings, Share with the request and support team the topics discussed and agreements reached.

Process and Best Practices Consulting.

Implementation: Requirements gathering, process and functional analysis, design, sizing and architect the solution, installation, configuration, integrations and customizations for the solution, document the solution.

As Consultant:

Responsible for requirements gathering and design advanced form in BMC Service Request Management.

Responsible for Application design using Forms, Coding, Functional testing, and Implementation.

Installed BMC Remedy flashboards for graphical representation of AR system data. Created Bar chart and Pie chart flashboards in AR system.

Responsible for the post production maintenance and support of the project.

Extensively worked on the pain areas where the end users were having frequent issues in accessing remedy applications and performance.

Implemented the high performance tuning application which monitors the health of the system on daily basis which updates the support analyst through email alerts when there is critical alarm raised on the system.

Working together with the customer implementation team and Business Analyst team to gather and document the business and functional requirements for Remedy Integrations.

Planning, Designing and Developing Remedy Integrations with internal monitoring tools and customer’s ITSM applications.

Develop the necessary customizations in Remedy for the integration projects.

Post implementation support, maintaining the existing and the new implemented integrations.

Maintain and support BMC Remedy suite including integrations.

Team Management Activities; Monitor each team member growth and skill development. Team goals and objectives, Address any request related to Remedy integrations.

KIO Networks

Mexico, City. (July 2007 – July 2011)

BMC Remedy & ITSM Developer/Admin. Responsibilities:

Process and Best Practices Consulting.

Implementation: Requirements gathering, process and functional analysis, design, sizing and architect the solution, installation, configuration, integrations and customizations for the solution, document the solution.

User, Administrator and Developer Training.

Post implementation support and solution maintenance. (BMC L1 Support).

Administering and maintenance to the internal service desk system (Developed in ARS).

ARS applications development. (Customer and Internal application development based on business requirements)


Spanish – Native

English – 80%

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