Manager Management
Resume:
Edmund J. (Jack) Scott
Greer, SC 29650
Summary of Experience:
An IS professional with 18+ continuous years of systems-related experience
with infrastructure management software in student loan, banking, turnkey
information services solutions, software development/support,
pharmaceutical, and government organizations. Especially qualified in the
design, programming, implementation and management of applications
software; software quality assurance; business recovery planning and
testing; facility design, construction, and management; and contract
negotiations. Particularly skilled in the diagnosis of extremely difficult
problems. Excellent written and verbal skills. Goal and results oriented
and accustomed to successful conclusions to numerous varied endeavors.
Creative IT Consultants, Inc.
Senior Solutions Consultant
( Royal Bank of Canada (RBC)
Worked as an independent contractor implementing modifications and
enhancements to RBC's HP Service Manager 9.3 application with an emphasis
on the functions available through the use of the Process Designer
functions. Also used technical skills to debug existing software
solutions and to recommend modifications to these applications so they
would work as designed. This was a very brief assignment that was viewed
as an opportunity to work with the Process Designer.
( Ferguson Enterprises, Inc.
Worked as an independent contractor for the Manager of the HP Service
Manager Applications Team (using HP Service Manager 9.3) implementing
solutions to complex requests submitted by user groups that represented
all application users in the company (worldwide). This was an unusual
assignment in the sense that I was not allowed to interface with any
users nor did I have day-to-day access to other members of the Service
Manager Applications Team. The manager that I reported to felt that he
should respond directly to any questions I might have or coordinate
responses if he was not able to answer my questions directly. Following
are several examples of the types of solutions I developed and
implemented:
> A subsystem that allowed users to respond to or forward emails
received in response to notifications generated by the system via
"email" type 'activity' file records, etc. This functionality was
available in the following modules: Interactions, Incidents, Changes,
Change Tasks, and Problems.
> An entirely new module for a specific department that was
referred to as Product Services. This module had the same look and
feel of every other Service Manager module. The system featured large
structured arrays that were routinely searched for functions such as
automated assignments, vendor code checks, etc. This module replaced a
function that was entirely manual.
> Scheduled functions for opening both Incidents and Requests
using Service Manager's Scheduled Maintenance function.
> Routinely used debugging techniques to resolve a number of
complex on-going problems with the Service Manager software, and worked
directly with HP Support to develop workarounds for defined problems.
Linium, Inc.
Senior Solutions Consultant
( Walt Disney Corporation
Worked with a team of other Linium consultants to provide solutions
for incident tickets opened by Disney employees, and independent
contractors providing administrative and technical services to Disney,
with their Service Manager 9.2 software system. Met with affected
personnel to better understand problems they were experiencing and to
determine ways to reproduce their problems in Disney's Development and QA
environments. Developed solutions ranging from easy to extremely
difficult and then coded, tested, and developed testing processes to
certify that solutions resolved defined problems. Certified that users
were entirely satisfied with solutions provided before closing incident
tickets. From the middle of August, 2012 to the end of February,
resolved 20 incident tickets, made a number of suggestions to improve the
overall performance of the system, and assisted other team members with
incidents they were assigned to resolve.
( Hydro One
Hydro One is a Canadian telecommunications company located in
Toronto, Ontario. Was assigned as a single individual to provide
solutions for incident tickets opened by Hydro One employees, and
independent contractors providing administrative and technical services
to Hydro One, with their Service Manager 7.1 software system which was
not running in Production. Met with affected personnel to better
understand problems they were experiencing and to determine ways to
reproduce their problems in Hydro One's Development, QA, and mock
Production environments. Developed solutions ranging from easy to
extremely difficult and then coded, tested, and developed testing
processes to certify that solutions resolved defined problems. Certified
that users were entirely satisfied with solutions provided before closing
incident tickets. Reported progress weekly to Linium management via an
Excel spreadsheet showing tickets in various steps of the resolution
process, as defined by Hydro One, prior to being resolved. Resolved 117
incident tickets, interacted with HP to assist in the resolution of
problems assigned to HP, made numerous suggestions to improve systems
performance, and assisted other Hydro One independent contractors with
incident tickets assigned to them for resolution.
( Harvard Vanguard Medical Associates (HVMA)
Created a System Health Check process at client's request, performed
defined process on their ServiceCenter 6.2 system, and documented
findings in detail. Report was reviewed and accepted by client, and all
recommendations were implemented, resulting in additional business for
Linium.
Creative IT Consultants, Inc.
Owner/Consultant
( Pfizer, Inc.
Extensively involved in the staged decommissioning of the former
Wyeth Pharmaceuticals, Inc. ServiceCenter 6.2 system and the conversion
of those portions of Wyeth's system over to a new, combined Pfizer/Wyeth
ServiceCenter 6.2.5 system that Pfizer believed would enhance the
functionality of their system. This consultant was the only
administrator that was allowed to modify any code in Wyeth's system as
the system moved toward a read-only state for all internal applications.
Also responsible for the cleanup of all items in all queues that were
formerly the responsibility of Wyeth's ServiceCenter Team (now
dissolved), and for resolving current tickets being opened in the
Pfizer/Wyeth ServiceCenter system.
Advanced Marketplace, Inc.
Senior Consultant
( CPS Energy (San Antonio, TX)
Developed a Change Management Approvals Interface so designated
approvers could approve change requests upon receipt of email
notifications on their Blackberry devices. Wrote a JavaScript routine
that creates custom approval and denial links on email notifications.
Upon receipt, approver selects either the approval or denial link which
creates an appropriate email that includes the approval action to be
taken, the identity of the approver, the change request number, etc., and
then selects the Send button. A record is written into a designated
Outlook directory, picked up by Connect-It and a record is written into
the 'eventin' file which executes the 'approval.approve' RAD routine and
applies the required action. Note that this would not have been possible
without a custom JavaScript or RAD routine.
( Florida Department of Highway Safety and Motor Vehicles (Tallahassee,
FL)
Created a custom Problem Management System. Problems records are
created either independently or from a closed incident, and proceed
through three phases. The second phase utilizes tasks to help determine
either a workaround or a root cause. When appropriate, Known Errors are
created from Problem tickets. Tasks are also used in the first of three
Known Error phases to identify either workarounds or possible permanent
solutions to problems. The second Known Error phase is used to recommend
a solution and the final phase is used to initiate the implementation of
the recommended solution. Successful implementations of recommended
solutions result in the closure of the Problem ticket from which the
Known Error was created, whereas unsuccessful implementations result in a
return to the Problem ticket with the possibility of opening yet another
Known Error ticket. Note that a Problem Manager and one of his
designated employees managed this process and were the only users allowed
to open, update or close Problem or Known Error records, or to open
Problem or Known Error tasks. Anyone to whom a task was assigned could
update and close the task to which they were assigned. Custom alerts,
notifications, and inboxes were used extensively in the system.
Upgraded customer's SM7.01 system to SM7.11.
Creative IT Consultants, Inc.
Owner/Consultant
On my own time, configured SM7.01 IIA and SM7.10 in AMP lab environment for
POC and Pilot activities. Modules configured include: Service Desk,
Incident Management, Configuration Management, and Change Management.
Created user guide for the tailoring as well as the end users.
On my own time, worked with an experienced Connect-It consultant in a lab
environment to learn to use Connect-It. The software version used was
Connect-It 3.81. Was able to successfully develop and test two
scenarios to select records from files outside of SM7, map the required
fields (with modifications) in Connect-It, and write records into SM7's
eventin file. Created documents that explained setup considerations, as
well as step-by-step approaches to creating the scenarios that were
developed.
On my own time, developed code that can be implemented either as a script
or via the Calculations sections of format control, to parse array elements
greater than 80 characters in length to 2 or more elements, none of which
are longer than 80 characters in length. With this code, one can be
assured of the ability to print every character of every element of an
array, as was possible in all ServiceCenter versions prior to ServiceCenter
6.
( Wyeth Pharmaceuticals (Great Valley, PA) / Pfizer, Inc. (Groton, CT)
Was contacted directly by Wyeth and asked to develop the Wyeth side
of a bi-directional incident bridge (e.g., interface). Since Pfizer
would be acquiring Wyeth in October, 2009 and my contract to provide
technical services was dated July 22, 2009, this was considered a fast-
track project since the bridge needs to be available for use in early
October. Note that my services were contracted for by Wyeth but Pfizer
paid for my services. Several weeks of intense teleconferences were held
to define the requirements for the bridge, including business rules, data
and conversion requirements. Both companies required the functionality
needed to open, update, and resolve/close tickets on each other's
ServiceCenter 6.2 systems. Coding was completed at the end of August and
the bridge was successfully tested in a live setting in mid-September.
It is important to note that Pfizer has developed many such interfaces
and they have a custom process they use in this regard. However, due to
the short timeframe allocated for this effort, it was decided that Pfizer
would be given read/write access to two (2) principal files on Wyeth's
Oracle database for the purpose of passing data across the bridge. After
thorough User Acceptance Testing, the Wyeth/Pfizer Bridge was placed into
production on the 15th of October, 2008.
( Wyeth Pharmaceuticals (Great Valley, PA)
Started my own company in the Spring of 2006. Continuously billable for
29 months as a member of Wyeth's IS Application Services Department for
the purpose of development and maintenance of Wyeth's ServiceCenter 6.2
applications. Participated in Wyeth's conversion to ServiceCenter 6.2,
often resolving very difficult problems and assisting others in their
efforts as well; after completing the conversion, restored the former
Root Cause module to its original state for Wyeth's use until such time
as the new Problem Management module could be implemented; developed a bi-
directional interface between ServiceCenter 6.2 and a network management
vendor's Remedy system for the purpose of opening, updating and closing
incident tickets on each other's system using XML messages transmitted to
each other via the Internet (the middleware used for this interface was
Connect.It; although Connect.It was programmed by another person, this
consultant developed detailed instructions that were explicitly used in
this effort); without client assistance, implemented a customized version
of the Problem Management module for Wyeth's Business Team's use (for the
purpose of understanding the functionality available in the system); led
an effort to improve processing times and eliminate processing problems
associated with Wyeth's implementation of the Change Management module;
functioned as an advisor to departmental employees involved in several
ongoing projects, frequently resolving problems that no one else was able
to resolve or making coding suggestions that allowed code that previously
would not work to work as designed; participated in the design of a bi-
directional Change Management interface, and an interface to HP's
OpenView software for the purpose of automatically opening incident
tickets for network associated problems.
Intact Technology, Inc.
Advisor/Consultant
( Wyeth Pharmaceuticals (Great Valley, PA)
Continuously billable for 22 months as a member of Wyeth's IS,
Security, and Administration Services Department for the purpose of
development and maintenance of Wyeth's ServiceCenter 6.1 applications.
Resolved numerous difficult problems associated with Wyeth's Production
Environment; led efforts to
design, program and install interim releases for Wyeth's Incident
Management System; created a sub-system to schedule administrative access
to Wyeth's Production ServiceCenter Environment; modified the process to
reset passwords with calculated (as opposed to constant) character
strings known only to the person whose password is being reset;
implemented a new Production Training Environment; implemented a
SalesWorks Interface to ServiceCenter for the purpose of opening
incidents for Wyeth's Sales Department; participated in Wyeth's
conversion to ServiceCenter 6.1.2 both in its initial conflict resolution
effort performed at Hewlett Packard's offices in San Diego and continuing
at Wyeth's offices in Great Valley, often resolving very difficult
problems and assisting others in their efforts as well. developed a bi-
directional interface between ServiceCenter 6.2 and a vendor's Remedy
system for the purpose of opening, updating and closing incident tickets
on each other's system using XML messages transmitted to each other via
the Internet (the middleware used for this interface was Connect.It;
although Connect.It was programmed by another person, this consultant
developed detailed instructions that were explicitly used in this
effort).
( Peregrine Systems, Inc. (San Diego, CA)
Continuously billable for 7.5 months as a consultant to Peregrine's
Quality Assurance Department for the purpose of performing quality
assurance testing on ServiceCenter 6, the next generation of
ServiceCenter software to be released by Peregrine Systems, Inc. In this
effort, worked with two other former Peregrine employees and one other
consultant from a Peregrine Business Partner. With respect to
ServiceCenter 6, focus was placed on the development of detailed,
customization-oriented scripts to be used in repetitive testing with a
more robust web client and their new Eclipse client for the following
systems/utilities:
( Calendars
( Change Management
( Clocks
( Incident Management
( Knowledge Engineering
( Purge/Archive
( Root Cause Analysis
( Service Management
( Validity
( Work Management
For a period of time during this project, was assigned to another
quality assurance testing effort for ServiceCenter 5.1.2.
( Electronic Data Systems (Raleigh, NC & Boca Raton, FL)
Continuously billable for 11 months as a member of the Interfaces
Team on a project in which client, an international provider of turnkey
information services solutions, was implementing many of the applications
available from Peregrine Systems, Inc. This was an extension of an
existing contract with a previous employer.
( Participated as an advisor throughout the requirements
gathering, business design, detail design, implementation and system
test phases of five major ServiceCenter interface development efforts
as follows:
Global Transmit System (GTS) Incident Interface
Global Transmit System (GTS) IMAC Interface
Third Party Interface Services (TPIS) Incident Interface (both
dispatch and receive portions)
Third Party Interface Services (TPIS) IMAC Interface (both
dispatch and receive portions)
` Legacy Interactive Voice Response (IVR) Interface
In addition to functioning as an advisor, wrote custom RAD
routines to edit incoming transactions, modified existing RAD routines
to support requirements, debugged problems found during unit and
system testing, trained EDS personnel, and supported all existing
production systems with an emphasis on interfaces.
( Developed a RAD application to both create and maintain an EDS
time zone file that was usable by UNIX applications outside
ServiceCenter. Updates to this file were initiated by add, update,
and delete triggers following any maintenance to ServiceCenter's time
zone file (tzfile).
( Developed a RAD application to manage ServiceCenter's "eventin"
file such that only records that were waiting to be processed remained
on the file at any point in time. All processed records were
maintained in a history file and the file was managed by a single
scheduled ServiceCenter purge utility.
Peregrine Systems, Inc., San Diego, CA
Senior Technical Consultant
( Electronic Data Systems (Raleigh, NC & Boca Raton, FL)
Continuously billable for 27 months as a member of the Interfaces
Team on a project in which client, an international provider of turnkey
information services solutions, was implementing many of the applications
available from Peregrine Systems, Inc.
( Individually developed an interface between ServiceCenter's
Problem Management System and a client's FoxPro system. Incidents
were opened in ServiceCenter and dispatched to the client's system
where the data from ServiceCenter was used to open a ticket that would
be assigned to external vendors for resolution. Each update to the
vendor assigned ticket resulted in an update to the ServiceCenter
ticket and vice versa. Solution was developed using ServiceCenter's
Event Services utility for processing records from the external system
and creating records for processing by the external system, and IBM's
MQSeries software for the movement of data between systems. Numerous
RAD changes were required to build this solution.
( Individually developed an interface that provides a generic
capability to open incidents in ServiceCenter and dispatch those
tickets to any client vendor for the purpose of assigning the ticket
to the client vendor for resolution. Data from ServiceCenter was used
to open a ticket on the client vendor's ticket system of choice. Each
update to a ticket on the client vendor's system resulted in an update
to the original ticket in ServiceCenter. To complete the interface,
the reverse of the previous scenario was also provided (e.g., client
vendors could open tickets in their system and dispatch tickets to
ServiceCenter where a ticket would be opened and resolved; each update
to the ServiceCenter ticket resulted in an update to the original
ticket in the client vendor's system. Solution was developed using
ServiceCenter's Event Services utility for processing records from the
external system and creating records for use by the external system,
and IBM's MQSeries software for the movement of data between systems.
Numerous RAD changes were required to build this solution. Automated
processes were developed for creating the various MQSeries queues for
the variable locations to which data might be dispatched.
( Developed an interface from ServiceCenter to an existing
installation of Telalert for paging.
( Participated as an advisor throughout the requirements
gathering, business design, detail design, implementation and system
test phases of four major development efforts for the same client;
three of these efforts were related to product releases and the fourth
was a project to implement the multi-client capability within
ServiceCenter. In addition to functioning as an advisor, wrote custom
RAD routines to edit incoming transactions, modified existing RAD
routines to support requirements, debugged problems found during unit
and system testing, trained EDS personnel, and supported all existing
production systems with an emphasis on interfaces.
( State of Georgia (Atlanta, GA)
Upgraded ServiceCenter 2.X system to ServiceCenter 3.1; tailored
ServiceCenter Inventory Management system to interface with NAPA's AIM
module and SCAuto for HP OpenView Network Node Manager.
( CGU Insurance (Philadelphia, PA)
In support of an ongoing implementation of ServiceCenter, built the
contacts, locations, applications, assignment, cost center, vendor and
model support files; implemented ServiceCenter performance
recommendations for client's MVS installation; and completed installation
of Change Management system.
( BlueCross/BlueShield of Michigan (Novi, MI)
Used Peregrine's P4 DBMS and Database Manager to Convert a Microsoft
Access system so client could take advantage of Peregrine's Y2K
capabilities.
( Chase Global Markets of Chase Manhattan Bank (New York, NY)
Integrated a Change Management system into an existing installation
of ServiceCenter for Service and Problem Management for use in both the
U.S. and U.K.
( Texas Guaranteed Student Loan Corporation (Austin, TX)
Integrated a second help desk environment into an existing
installation of ServiceCenter for Service, Problem, and Inventory
Management.
Ahold Information Services, Greenville, SC
Systems Administrator
( Recommended the acquisition of Peregrine Systems, Inc's.
ServiceCenter help desk software. Once acquired, independently
customized and implemented the modules acquired (Problem, NAPA JAM, and
Change) in an MVS operating system environment (initially text-based,
then GUI) over a 4-year period.
( Worked closely with Peregrine's Customer Support, Professional
Services and Sales organizations to define the need for, acquire and/or
develop, and implement new modules and/or functions, and to resolve
problems found during the maintenance/enhancement processes.
( Made suggestions to Peregrine Systems, Inc. regarding the improvement
of their Professional Services and Customer Support functions, and the
need for a quality assurance function.
Other Work Experience:
( Administered the development of a 63,000 sq. ft. office complex
(including a 10,000 sq. ft. data center). Identified funding,
coordinated design, and directed construction and occupancy on time and
within the original project budget of $5.8 million, a first in the
business' history.
( Communicated with industrial sales and service vendors and
maintenance personnel to develop solutions to operational problems
relating to the maintenance of a 63,000 sq. ft. office complex and data
center. Evaluated options and negotiated both service and sales
contracts.
( Recognized and implemented an opportunity to have company personnel
assume responsibility for the day-to-day activities related to the off-
site storage of critical data at an annual savings in excess of $56
thousand.
( Administered a departmental budget for the day-to-day operation and
maintenance of 25,000 and 63,000 sq. ft. office complexes. Never over
budget during the eight year period during which administration
performed.
( Wrote an extensive request for proposal (RFP) for the establishment
of a business recovery plan with hot-site and bi-annual test requirements
and negotiated contract with selected vendor.
( Developed and communicated departmental responses to executive
management for all internal and external audits during tenure with two
companies.
( Trained computer operations personnel in the on-going operation and
control of a personal computer based equipment monitoring system.
Designed and implemented an on-line "help" facility for each system alarm
that was included in a future release of the vendor's software.
( Directed the development of an on-line, real time Order Entry
applications software system. Application was featured in a nationally
published IBM journal.
( Developed and administered tactical and strategic plans to assure
departmental compatibility with company goals and optimal departmental
performance over defined time periods.
( Developed and programmed (Assembler Language) the primary database
update function for an Ordinary Life Insurance applications software
system in a memory constrained environment utilizing hardware for which
control software was not available at the project's inception. Written
in 1971, this system is still in operation today and was Y2K compliant at
its inception.
( Installed and administered a state-of-the-art, Unix based access
control system to control facility accesses on a door-by-door basis for
authorized personnel.
( Developed and administered an Application Installation Procedure that
required quality acceptance of new projects prior to installation, and a
Problem Reporting Procedure that significantly increased problem
awareness while reducing repetitive errors.
( Managed systems development and programming personnel in the
maintenance of existing systems and development of new systems. In
recognition of hiring successful personnel, provided input on all
departmental employment situations.
( Coordinated a complete re-write of company's Project Development Life
Cycle (PDLC), significantly reducing the paperwork required to install
major projects while increasing the project status information available
to management.
Technical Knowledge:
ServiceManager 9.3, ServiceManager 7.1, ServiceCenter 6.2 (and numerous
previous versions), RAD (ServiceCenter development & maintenance),
JavaScript, Connect-It, OS/390, MVS utilities, TSO, JCL, TCP/IP, NetView;
GUI development techniques, database management systems, mainframe
programming languages, personal computers, Windows 7 Professional, Windows
XP Professional, data center automation techniques, network design and
monitoring, problem solving techniques, mainframe and client server
systems, and management and operational problem resolution.
Certifications:
Peregrine ServiceCenter Certification
ITIL V3 Foundation Certified
Peregrine ESP Certification
Education:
B.S., Business Administration, The Citadel (1963)
Graduate School of Business, University of South Carolina (1964)
Peregrine ServiceCenter Training (San Diego, CA)
"Linked in" Recommendations:
James Meredith (The VCS Group)
Ricardo Miquilarena (SailPoint Technologies)
"Linked in" IT Service Management Endorsements:
Gary Hughes (Gary Hughes Consulting)
Ed Wajs (ServiceNow)
Peter Rietkerk (HP)
Doran Butler (Doran Butler Consulting)
Cary King (Integrated IT Business Services Management)
Burton "Phil" Rolfe (Rolfe Logic Software)
Chad Derigo (New Light Technology Group, Inc.)
Jeff Shodde (ServiceNow)
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