Joseph Spielman

***** ****** ***

Conroe, TX ****2

281-***-****

Objective

To find a well-established and growing company that has a positive impact on the local community

SUMMARY

Great Communication Skills

Professional Appearance

Integrity

Positive Attitude

Strong Work Ethic

Willing to Learn

Team player

Receptive to new ideas

Previous experience working for Telecom, Pharmaceutical, Government, Military customers

Ten years plus experience working in IT

Previous experience in Customer Service, Software Development, Risk/Fraud Analysis, Call Center, Sales, Network Engineering and Operations

EDUCATION

Bachelor of Science, Computer Information Systems, Saint Leo University (FL) – 2005

Applied Associate Science Degree, Computer Information Systems, Devry University (NJ) - 1997

CERTIFICATIONS

I.T.I.L v3 - Foundation Certification (Computer/ IT)

S.T.A.R.S – Ford Certification (Sales)

WORK EXPERIENCE

Tejas Toyota Aug 2015 – Present Humble, TX

Vehicle Inventory Manager

Respond to Inquiries.

Follow up with short & long term clients.

Input all clients in Customer Relationship Management system.

Follow proven sales processes.

Ensure a superior client experience.

Follow up with all sold and un-sold clients.

Track and document all phone, email, and CSI contacts

Train and mentor new employees

Teach new employees existing computer systems

Teach new employees processes and required paperwork to sell a vehicle

Planet Ford May 2014 – Jun 2015 Humble, TX

Sales Consultant

Respond to Inquiries.

Follow up with short & long term clients.

Input all clients in Customer Relationship Management system.

Follow proven sales processes.

Ensure a superior client experience.

Follow up with all sold and un-sold clients.

Track and document all phone, email, and CSI contacts

Trainer Assistant – train newbies on lead software systems.

Teach newbies how to login to the systems; help troubleshoot if they have issues, contact 2nd level support if needed.

BMC Software Dec 2011 – May 2014 Houston, TX

Staff Application Developer

Provision Servers to OnDemand Standards

Upgrade Servers when required

Create technical installation and configuration documents

Shared in 24hr on-call rotation of Production Support

Execute migrations and ensure integrations are functioning properly.

Troubleshoot defects and perform system analysis to provide a means for solving technical and business-related problems/challenges or implement code-based performance improvements.

Maintain and apply Remedy licenses/ keys.

Interact with BMC Customer Support and BMC Research and Development (R&D) Teams to identify and document product defects, workarounds and resolutions and determine if hotfix exists.

Interact with External Customers and Implementation Partners to solve critical implementation problems and/or issues.

Demonstrate proper judgment in the use of independent decision making skills and in escalating issues when appropriate.

Perform mentoring and training tasks for peers and customers as required; transfer project knowledge to other team members and customers as required.

Serve as a positive role model to members of the team and the company as a whole.

Able to read logs and resolve issues.

Everfind Resources Oct 2011 – Nov 2011 Houston, TX

BMC Consultant

Performing application performance tuning, and maintenance of the BMC Remedy IT Service Management Suite 7.6.04 applications for new and existing Remedy OnDemand customers.

Interact with BMC Customer Support and BMC Research and Development (R&D) Teams to identify and document product defects, workarounds and resolutions.

Interact with External Customers and Implementation Partners to solve critical implementation problems and/or issues.

Demonstrate proper judgment in the use of independent decision making skills and in escalating issues when appropriate.

Perform mentoring and training tasks for peers and customers as required; transfer project knowledge to other team members and customers as required.

Serve as a positive role model to members of the team and the company as a whole.

Partners Consulting Aug 2011 – Sept 2011 Houston, TX

Remedy Consultant

Shares technical knowledge with team members via formal and informal communications

Proactive contributor in multiple team assignments in a way that promotes the efficient use of infrastructure resources

Handles conflict with professionalism and is able to work with others to obtain optimal solutions.

Built custom change approval notifications (based on management requirements)

Integrated BMC Analytics 7.6.04 (Reporting) and SAP Business Objects XI.

Shared in 24hr on-call, rotational of remedy application Production Support.

Experience with Service Request Management (SRM) 7.6 and setting up a Service Catalog.

Advise management on best practices to customize ITSM or streamline processes.

Working knowledge of Atrium Configuration Management Database (CMDB), including populating it via Atrium Integration Engine (AIE).

Reviewing, update and advise best solution for outstanding work orders requests

Maintained and documented all changes (workflow, procedures, development, reports).

Attended weekly CAB Meetings.

Familiar with all remedy objects such as: active links, filters, escalations, menus, forms.

Familiar with Dev Studio (replaced admin tool).

Stonebridge Feb 2011 – July 2011 Houston, TX

Senior ITSM Consultant

Collaborate with other ITSM team members on ideas or solutions for bug fix experiences

Created new remedy sandbox (v7.6.04) using stack installer

Gather customer requirements

Train customer (end user) on SRD building processes for project handoff

Create PDT’s

Create AOT’s

Create application templates

Create front end - SRD (PDT + AOT + Application Templates)

Linked back-end service to fulfillment applications such as Incident, Change, and Work Order to SRD.

AttivaSoft Feb 2010 – Feb 2011 Columbia, MD

Senior Remedy Developer

Update company training document to 7.6.x

Gather Requirements

Configure Remedy 7.1, 7.5

Analysis and Assist in collecting BMC Remedy Foundation Data

Installation and Configuration of AR System Remedy Flashboards, Mid-Tier, and Email 7.0, 7.5

Configure ARDBC/AREA LDAP settings

Create and verify new Vendor forms and their AD Locations Paths

Create custom people integration/mapping form and workflow to verify data integrity

Create custom workflow to allow submitting records to CTM:People form from custom forms

Hands On experience using LDP.exe (search of the LDAP tree )

Organize and classify CI data into proper CI classes

Import predefined CI’s

Manage CI’s (Maintain CI relationships between a CI and other CIs, its supplier, its contracts, and the service Infrastructure)

Create support, warranty, lease, maintenance, and software contract and license information.

Manage Contracts (relate and maintain the contracts to the applicable CIs.)

Hands on experience using Atrium Integration Engine (formerly EIE) to import data directly from csv spreadsheet to AST classes.

Company

Subject / Topic / Project Name

U.S. Department of Treasury

Action Request 7.6.03

Project involving creating additional remedy monthly issue reports for Treasury management team to give customer added value. Project involves automating import of data using AIE 7.6.03.

U.S Department of Transportation

Action Request 7.6

Staff Augmentation – Duties assigned by Prime. Configure and Troubleshoot different modules of remedy (Service Desk, Change Management, and SRM). Technical expert for train the trainer sessions (troubleshoot on the fly issues).

U.S. Department of Treasury

Action Request 7.5

Hardware Asset Management Project (Asset Management / CMDB)

Performing remedy duties and duties as an Account Manager.

U.S. Department of Defense

Action Request 7.1

Custom Remedy Project

Custom AD/LDAP People Sync (Incident Management, Change Management, SLM).

Digital Foundation Corporation July 2009 – Jan 2010 Blacksburg, VA

Senior Remedy Developer

Demoed Approval Central to Management

Patch Management and Upgrades as Necessary.

Analyzed, Advised, Documented, Configured, Tested and Deployed remedy applications.

Configure approval server, apply approval mappings records as needed and set up approval process flow.

Configure Phase Management to enforce task restrictions per customer requirement.

Address, troubleshoot, and solve any remedy related questions from user/customer community.

Open problem investigations as needed

Experience using HP Quality Center application bug tracking as user.

Troubleshoot Remedy issues using logs

Create and maintain documentation of build and release processes and application configuration to comply with audit requirements and industry best practices.

Gather requirements, develop technical specifications, maintain and modify existing custom tools supporting remedy technical services.

Familiar with remedy objects such as: active links, filters, escalations, menus and other objects used in custom working environment.

Knowledge of Microsoft Office products (i.e. Excel, Word, Outlook)

Knowledge of Crystal Reports v 7.0 – XI

Project Name

Subject / Topic

PBUSE (Property Book Unit Supply Enhanced)

Extract data from expiring Asset Management system and transfer data to BMC Remedy Action Request System 7.5 into

BMC Asset Management application.

End to end Authentication (custom)

Design & build system that will allow choice of AKO or CAC Authentication on the front end (access to network) and Remedy AREA LDAP authentication (access to remedy) on the back-end using Remedy Web Services integrated with Java, HTML & XML.

Change Management & Release Management 7.5

Gather Requirements, Design, and Configure and Implement all parts involved in the C&R Implementation. This includes configuring change and release, configure approval server, apply approval mappings records, set up approval process flow. Configure Phase Management to enforce task restrictions per customer requirement.

Wipro Technologies Aug 2006 – Apr 2009 East Brunswick, NJ

ITSM Functional Consultant

Company

Subject / Topic / Project Name

BANK OF NEW YORK MELLON

FLORHAM PARK, NJ

Incident 7.x & Change Management 7.x

(Change Management 7.x Hotline Project)

ALARM POINT SYSTEMS INC.

PLEASANTON, CA

Helpdesk 6.x

(Alarm Point - Helpdesk Integration)

MC-GRAW HILL

PRINCETON, NJ

Service Level Agreements 6.x

(Business Hours Integration)

ALARM POINT SYSTEMS INC.

PLEASANTON, CA

Integration of Helpdesk 6.x & Alarm Point 3.2.1

(Alarm Point - Helpdesk Integration)

BANK OF NEW YORK MELLON

NEW YORK, NY

Incident Management 7.x

PIONEER NATURAL RESOURCES

IRVING, TX

Configure and Customize per customer requirements.

(Customization to existing system) for ARS 7.0

METAVANTE

MILWAUKEE, WI

Change Management 7.x

(Subject Matter Consultant)

NOVO NORDISK

PRINCETON, NJ

Asset Management 6.x & Helpdesk 6.x

(Asset Management, Procurement, Helpdesk)

JOHNSON & JOHNSON

NORTH BRUNSWICK, NJ

Helpdesk 6.x

(AREA LDAP/Active Directory/Helpdesk integration)

Reliant Technologies Sept 2005 – Aug 2006 Aberdeen, NJ

Remedy Developer

Company

Subject / Topic / Project Name

STATE OF MICHIGAN

LANSING, MI

Upgrade/Migrate Remedy Helpdesk 4.0 to ITSM Suite 6.0 (Helpdesk)

US NAVY

PHILADELPHIA, PA

Customized notification system based on remedy 5.12. Install, Configure, upgrade systems to newer version (6.3).

TRANSNET CORPORATION

BRIDGEWATER, NJ

Customized helpdesk system based on customer requirements (ARS 6.3, Mid-Tier 6.3)

LUCENT TECHNOLOGIES ABERDEEN, NJ

GNOC (Remote Support) – built & tested oracle database link (Oracle 9I) and interface two remote systems.

STADA PHARMACEUTICALS

CRANBURY, NJ

Situation Analysis & Configuration of ODBC connection. Update crystal reports (CR 9)

Vonage Aug 2004 – Aug 2005 Edison, NJ

Customer Care - take and return calls from customer on new installations of service and document all calls.

Risk Management Associate

Analyze and Identify trends and patterns of fraud through queues and reports transactions.

Make calls to verify legitimacy of suspicious transactions.

Determine whether accounts should be blocked or not based on research of past transaction history.

Investigate suspicious alerts from Customer Service and Credit departments.

Hewlett Packard Feb 2001 – Aug 2003 Bridgewater, NJ

Remedy Developer

Tailored existing remedy software application

Maintained system data integrity of application data.

Maintained and documented all changes (workflow, procedures, development, reports).

Trained users and management on system application.

Participated in full life cycle process of projects.

Supported company using CRM 4.5 application

Create custom forms

SKILLS

Applications

BMC Remedy Action Request Suite (Asset Management, Service Desk (Incident Management and Problem Management), Change Management, Release Management, Service Level Management. Service Request Management, Apache, IIS. Crystal Reports, MS-OFFICE Suite.

Languages

Working Knowledge with COBOL, C, HTML, Java, XML

Database

Oracle 8I, 9I, SQL 6.5 -7.0, SQL-2000 Server, Sybase 11, HP-UX(B.11.11), AIX 5.3

Operating Systems

Windows 2000, 2003, XP, Vista

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