Management Service
Resume:
Akilah D Crowner
Baltimore, MD 21206
*******@*****.***
Objective:
Seeking a position in the field of information technology that will allow implementation of technical skills and an opportunity for professional growth based on performance.
Technical Highlights/Summary of Qualifications:
I have over sixteen years of experience with various military and classified computer systems. I have also held several key automation positions from operator to administrator. I am ready, willing and able to adapt to new challenges while continuing to learn the ever-changing technological field of automation.
Lockheed Martin (Defense Media Activity (DMA)) Fort Meade, MD Crystal City, VA
Senior Systems Solutions Architect
Configure BMC Atrium Orchestrator to automate the management, control, and enforcement of repetitive tasks to integrate with the Remedy ITSM 7.6.04.
Installed, implemented and configured the BMC Remedy ITSM 7.6.04, Asset Management, Change Management, Incident and Problem Management, Knowledge Management, CMDB and Atrium Integration Engine.
AREA LDAP Integration with Remedy ITSM 7.6.04.
Provide training sessions for End Users, Support Staff and Management Team.
Change Management Technical Board Member
Install and configured BMC Atrium SSO for CAC card authentication.
Reconciled the CMDB with BMC.ADDM (Atrium Discovery and Dependency) into the BMC.Asset data set.
Configured Aeroprise Mobility for scanning capabilities into the Remedy Asset Management.
Knowledge of BMC Analytics using business objects XI for reporting.
Wrote all training material, user documents and look and learn documents.
Joint Strike Fighter Crystal City, VA
Senior Systems Solutions Architect
Installed, configured, deployed Remedy ITSM 7.6.04
Responsible for developing Remedy ITSM 7.6.04 components including customizing forms.
Developed Requirements Management and Construction Document.
Conducted requirements gathering and implementation.
Office of Secretary of Defense (OSD) Crystal City, VA
Senior Systems Solutions Architect
Created and presented multilevel classroom look and learn training on ITSM applications for end users and employees with varying level of skills, knowledge and abilities.
Installed and configured Remedy Knowledge Management in a multi-tenancy environment.
Assisted in the development of technical/troubleshooting training materials and quick reference guides.
Assisted in design, development, and implementation of Remedy Knowledge Management strategies.
Implemented configuration changes for the Service Desk; Assisting in code changes, updating user permissions, and roles.
Provided post production support.
Nortel Government Solutions - SSA Columbia, MD
Senior Systems Engineer
Responsible for requirements gathering for the entire SDLC.
Installation, configuration, and development for the Telephone Systems Replacement Project for test, development, and production servers. Project extension: Remedy Lead Developer/Administrator.
Built the configuration database using Atrium Integration Engine for all asset inventories.
Assisted NGS with configuring two dual systems, CAPRS and Remedy for all VOIP problem and change tickets.
Ensure TSRP project is aggressively on schedule so that updates and changes are handled accordingly.
Prepared all training material for end users and lead engineers to include policies and procedures that were ITIL aligned.
Created test scripts.
Scheduled weekly meetings.
FTI Consulting Annapolis, MD
RIGID Systems Solutions Consultant
Responsible for gathering foundation data required to implement and upgrade an out of box (OOB) BMC Remedy Service Desk 7.1 application.
Configured and imported archived help desk tickets into the system for reporting.
Assisted with the customer in the analysis, gathered foundation data, and imported the data into the system. Completed configurations for customers with little customization.
US Census Bureau Suitland, MD
RIGID Systems Solutions Consultant
Worked with the Distributed Server Option (DSO) Consultant to assist in verifying that the data being sent via DSO from another Remedy Systems was being populated according to the 7.0 application. Assisted in setting up all their support personnel with the correct permission groups, support groups, and roles within the Change Management and Asset Management applications.
Responsible for gathering all the foundation data required to implement an out of box (OOB) BMC Remedy application. Change and Asset Management 7.0 applications.
Assisted customer in the analysis by documenting and importing the foundation data into the system.
Assisted in making minor customizations/enhancements to the forms per what was documented in the Functional Requirements document.
GSA Crystal City, VA
RIGID Systems Solutions Consultant
Interviewed 12 Help Desk staffs, to capture current processes which resulted in a documented policy to support procedures for GSA with RIGID Systems.
Scheduled meetings with each stakeholder; discussing their current processes and how they use the BMC Remedy Help Desk application.
Developed a comprehensive Policy and Procedures binder that included an overview with detailed Visio diagrams, steps on how to request for services, and a detailed Operational Level Agreement (OLA) with RIGID Systems and GSA. These policies and procedures were the foundation that supported the contract used to provide Remedy support and maintenance. This process allowed them to submit requests to RIGID Systems to make enhancements and or resolve issues or problems with their current Help Desk environment.
Children’s Hospital Washington, DC
RIGID Systems Solutions Consultant
Responsible for implementing BMC Service Desk and assisted on the Change Management, Approval, and Asset Management 7.0 implementation.
Gathered all the requirements for the implementation of Service Desk, documented those requirements in RIGID Systems Functional specification document, developing the enhancements and deployed the application.
Gathered all the Foundation data needed to implement all the BMC products.
Assisted in the implementation of the Change Templates, Tasks, and importing of the Asset Management data. The system was built on AR System 7.01, Service Desk 7.01, Change Management 7.01, Asset Management 7.01, and CMDB 2.0.
Gathered the data and imported the data into all the associated forms. Developed test scripts and assisted testers during the testing phase of the project.
US Census Bureau Suitland, MD
RIGID Systems Solutions Consultant
Responsible for performing enhancement custom built Customer Relationship Management (CRM) application for the Economic Directorate of the Census Bureau. Developed enhancements to their control panel to allow them to have a more efficient way of viewing and modify surveys that they are the owners of.
Performed the requirement analysis, documented their requirements, designed their requirements and developed within their development environment.
Developed custom code on AR System 6.3 to implement new enhancements being requested by the customer.
Responsible for performing enhancements to their custom built Enterprise Help Desk application.
Responsible for migrating code from development to production for release.
Lockheed Martin Columbia, MD
RIGID Systems Solutions Consultant
Responsible for performing analysis on custom code integrated to the out of box (OOB) Help Desk application.
Performed custom development to remove the integration and still allow the application to work as an application within itself. The system was built on AR System 6.3 and Help Desk 5.5.
Thomas Prometric Baltimore, MD
Senior Database Technician (Lead)
Responsible for ensuring that client receives test event outcome data on a timely basis. This was done by providing a result or status for each candidate scheduled for the previous day or days, reacting to client, company reports, and Event Data Management System ensuring specific processes are executed and acted upon the output of those processes.
Worked with Client Services representatives in providing requested information to clients’ with-in contractual metrics and/or time frames. Communicated with International offices, regions and testing sites to resolve problem/missing information, research data files to locate missing information, pull down missing information to the appropriate files for processing, review disk drives from sites when necessary in locating missing information, escalate unresolved problems to management when unable to resolve within a reasonable amount of time.
Selected Contributions
Trained staff from Prometric India via WebEx
Work closely with priority clients, Microsoft, Oracle, Oracle-Japan, Apple and Cisco
Thomson Prometric/ Sylvan Learning Woodlawn, MD
Technical Support Specialist/ Team Lead
Served as the initial point of contact for customer resolutions regarding business related problems.
Provided helpdesk/technical support assistance for the global network of Sylvan/ Prometric testing centers.
Monitored network performance and maintained system security.
Proctored and delivered IT/Academic exams.
Trained new and existing employees.
Responsible for generating new passwords.
Provided support for all IT clients in marketing for conference testing.
Created and prepared statistical charts for ACD reports.
Created and administered user and group accounts.
Managed cases using Magic Total Service, and Remedy call tracking systems.
Selected Contributions
Traveled the U.S. to other sites to perform system testing and implementation for various top IT companies such as: Cisco, IBM, Microsoft, Novell, and BEA systems
Earned a reputation for quickly responding to trouble tickets, prioritizing customer requests, and successfully resolving hundreds of issues without higher level-management support
Sylvan Learning Woodlawn, MD
Software Tester
Administered several test on beta-released software, and ensured software had the ability to run in a live environment.
Assisted with installation of software products for QA and provided support for system changes by correcting errors and making source code changes.
Created internal solution deck focusing on process, tools and value.
Selected Contributions
Recognized for providing exceptional work quality and support for employees and customers
Recognized as an excellent team player
Awarded for meeting critical deadlines and meeting company standards
Integrated Health Services Hunt Valley, MD
Help Desk Analyst
Served as central site System Administrator of BMC Remedy version 6.3Served as the initial point of contact for customer resolutions regarding business related problems.
Prepared statistical charts for ACD reports. Recorded all calls using Remedy Action Request System.
Updated security trees using People Soft Applications.
Responsible for sorting incoming correspondence and distributed accordingly.
Provided automation assistance and training to offices within IHS. To include distributing and updating facility training guides.
Selected Contributions
Recognized for providing efficient customer service to non-IHS employees
Clearance:
Secret Security Clearance
Education & Training:
Morgan State University Baltimore, MD
B.S. Information Sciences and Systems May 2004
Training & Certification(s)
ITSM 7.5 and SRM Boot Camp 2010
BMC Service Desk Boot Camp, RMI Solutions, 2008
BMC ITSM V7 Foundation and Core certification, 2008
BMC IPM Certification, 2008
Remedy Administering Part 1, 2006
Remedy Administering Part 2, 2006
Remedy Administering Part 3, 2006
BMC Atrium CMDB 2.0: Implementation Best Practices, 2006
BMC Remedy IT Service Management 7.x Application Administering Essentials, 2006
Administration Certification (Academic & IT), 2004
Microsoft Certified Professional (MCP), 2001
A+ Certification, 2000
BMC Remedy IT Service Management 7.x Installing and Configuring
ITIL Foundation
Skills:
Technical/Business Skills
Quality Assurance and Testing
Deployment / Roll out / Cutover
Network & Systems Security
Installation & Troubleshooting
Customer Support
Data Recovery & Integrity
Requirements Gathering
Remedy
Remedy ARS and 6.x, 7.x, 7.6.04
Remedy Migrator 5.x, 7.x
Remedy ITSM 6.x, 7.x (HD, CM, AM and SLA), Approval Server, DSO training, CMDB trained
ITIL v2 Certified
BMC IPM 7.0 Certification
ARS 7.x, CMDB 2.x, CMDB 7.x
BMC Atrium SSO CAC Card Authentication
BAO Orchestrator
Network & Server Operating Systems
Windows 9x, NT, 2000, 2003 and XP, Windows 2010
Unix, Sun Solaris 2.x, 7 and 8
Databases
Oracle 7.x, 8.x and 9i, Oracle 10g, Oracle 11g
SQL Server 6.5, 7 and 2000, 2003
Office / Reports / Other
MS Office, Project, Visio, FrontPage 2000, Power Point
Crystal Reports 8.5
Crystal Reports 10
References: Available Upon Request
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