WARREN SPEAR

North Salem, NY *****

adyhvh@r.postjobfree.com

914-***-****

Experience & Skills

•Solid experience with Remedy configuration, customization, and integration (from remedy 2.0 -9.x).

•Strong knowledge & experience with Remedy core system (remedy ARS), CMDB, SRM, and MS-SQL

•Extensive knowledge of Customer Care/Call Center & Help Desk Process development operations, and associated applications.

•Ability to quickly convert customer requirements & concepts into remedy reality.

Software & Languages

Remedy ARS 2.0 - 9.x

Remedy Mid-Tier 4.x - 9.x

Remedy ITSM 4x-9.x

DreamWeaver MX

HTML/CSS/XML

MS-SQL /Oracle

Remedy Migrator

UNIX

Education/Training

B.A. College Of New Rochelle Major Psychology/Minor Computer Science

CRM Engineering Methods

Introduction to ITIL V3.0 (Foundation Certification)

Using Remedy Customer Support Applications

ITIL V3.0 Continual Service Improvement (Foundation Certification)

Remedy ARWeb/Remedy Web

ITIL v3.0 Service Operation (Foundation Certification)

Remedy AR System Performance Tuning & Troubleshooting

Remedy Administering The ARSystem

Remedy Distributed Server Option

Remedy ARSystem 4.x Advanced Topics

Adapting Remedy Customer Support Applications

Work/Project Experience

04/01/2019 - Present, Federal Office Of Personnel Management, Washington, DC (Senior Remedy Dev Solutions Architect)

Function as Architect and developer and for BMC Helix System.

•Landed into a system that was being run 100% manually, and implemented several strategies for automation and efficiency.

•Developed Asset Upload automation using Pentahoe Spoon, which reduced CI upload time from several days to every 15 min.

•Used Pentahoe Spoon to Developed bulk Remedy login name change integration with AD that reduced name change turnaround time from 7 to 8 days to 24hrs or less.

•Used Remedy RBE to integrate Remedy with SolarWinds via email.

•Performed day to day administration such as login, and group changes.

•Acquired Federal Government Secret Security Clearance.

•Performed analysis for best practice alignment and implemented solutions for realignment.

2/2018-8/31/2018, Navisite INC, Andover, MA (Senior Remedy Dev Clearbridge Technologies)

Functioned as part of robust team to assist client in transitioning from ITSM 7.6 ITSM 9.1 and SmartIT 1.6.

•Worked with business stakeholders to define necessary customizations in support of smooth transition from 7.6 to 9.1

•Added custom fields and workflow to Smart and ITSM in support of client requirements.

•Developed integration with Xmatters using remedy inbound Rules Based Engine.

•Used Jira to track software iterations, project progress, and bug fixes.

•Worked closely with QA team to resolve issues identified in testing rounds.

•Provided post rollout support to quickly resolve production issues.

11/2016-11/2017, Bank Of America, New York, N.Y. (Senior Remedy Developer Consultant TekSystems)

Responsible for design, development, and implementation planning of customer projects/requirements for the BMC Remedy ITSM 9.1 Suite, with a primary focus on CMDB customizations and integrations.

•Built data driven business rule validation module for CMDB that allowed admin/business team to quickly configure validation/error checks without the need for code development & deployment.

•Added fields to AST:ComputerSystems using CMDB Class manager.

•Used Jira to assign work, and track software bugs..

•Enhanced OOB application workflow based up requirement from business group.

•Participated in Multi-Departmental over-night release deployments.

03/2016-11/2016, Cablevision, Bethpage, NY (Senior Remedy Developer Solutions Architect Full Time)

Functioned as Remedy Architect/Developer/Administrator. Also, guided team on implementation for BMC Remedy CMDB and BMC Discovery.

•Reviewed Stakeholder functional requirements and architected approach for customizations and Implementations

•Upgraded ARS system from 8.1.0 to 8.1.02.

•Installed CMDB 8.1.02.

•Produced and executed plan for installation and implementation of BMC CMDB 8.1.02.

•Improved code promotion and validation process through educating/training team on Remedy Migrator.

•Installed and configured SMI Telecom SID extension for CMDB.

•Developed ITSM like custom Dashboard interface using flashboards and custom workflow.

•Evaluated existing custom applications and made enhancements to improve user experience.

•Performed day to day maintenance.

10/2015-3/2016, Bank Of America, New York, NY (Remedy Developer For BMC)

Worked as developer/contractor for BMC “adyhvh@r.postjobfree.com”. Functioned part of large global development team, to support Bank of America’s implementation of Remedy ITSM 8.1.

•Built SRDs that allow users to create, remove, and modify alternate approvers directly through MyIt portal

•Created custom workflow which tightly integrated SRM with ITSM functionality.

•Analyzed requirements and worked closely with global team to develop and implement best solutions.

•Address support issues/bugs and processed them through global release management.

09/2014-10/2015, Toys R Us, Wayne, NJ (Remedy Developer/Solutions Architect, Full Time)

•Originally hired for short term Remedy/Win 2003 to 2008 compliance upgrade project, but received 2 extensions spanning 4 months, and eventual accepted offer to come aboard full time.

•Configured MYIT & SRM to provide self-service support to 14 Global Markets

•Setup Service Requests in SRM for use by MYIT

•Customized MYIT style sheets for branding purposes

•Deployed Remedy ITSM 8.1 as a new global multi-tenanted system.

•Integrated Remedy with home grown Self Service application using web services and direct DB calls

•Installed and configured Remedy client gateway to connect to remedy on demand ROD

•Completed Remedy MY IT Training Course 2.0

•Completed Remedy ITSM 8.1 training course.

•Worked closely with vendor to define ROD implementation requirements

•Evaluated system integrations points as to how they will be duplicated in new 8.1 systems

•Configured foundation data using BMC Standard ITSM templates.

10/2013-7/2014, JP Morgan Chase, Jersey City, NJ (Senior Remedy Developer)

Responsible for the support and development of global home grown suite of Remedy 7.6 Asset Management applications (Remedy PRIME & TAMS) within an Agile development environment.

•Converted 150 Remedy filters to PL SQL procedures which greatly improved performance around bulk asset upload procedure.

•Used Remedy Web Services to develop data transfer integration with external VOX system.

•Tested Web Service integrations using SoapUI.

•Participated in monthly production releases at the end of each Agile Sprint.

•Completed 4 day Basic PL SQL training Course.

•Developed application enhancements based on client requirements/specifications.

•Provided 24/7 escalation support for remedy related issues.

5/2011-10/2013, Emerging Health IT (Montefiore Medical Center), Yonkers, NY (Remedy Developer)

Functioned as primary developer/administrator on highly customized implementation of for Remedy ITSM 7.1 for largest NY hospital.

•Supported large custom implementation of BMC ITSM tool suite, including Asset, Incident, Request, Change, and SLM.

•Developed integration process to automate the import of external asset and HR people data.

•Developed custom interactive survey module using Kinetic Survey.

•Created application that allowed users to submit and update tickets via Remedy Email Engine.

•Used Remedy Mid-Tier to develop user friendly Self Service Portal allowing users to check the status of their tickets online.

•Created single sign on solution that eliminated the need for users to enter login info to access Remedy Midtier.

•Used BMC Mobility/(Aeroprise) to Develop custom wireless barcode scanning solution into ATRIUM CMDB.

•Developed integration that merged Clarity project data with Remedy request and change data

•Used MS-SQL 2005& 2008 for various data mining and reporting purposes.

•Developed numerous custom applications based on customer/user requirements.

•Used SAP Business Objects 12.1 to develop reports and perform various data extractions.

•Worked with vendor to define requirements for new Service Catalog.

8/2010 – 11/2010, Level-3 Telecommunications, Broomfield CO, (Remedy Developer)

Used AGILE (SDLC) methodology, to process & implement complex requirement into Remedy reality. Work with large dedicated team to customized, implemented, and maintain large home grown Remedy ARS 7.5 sales provisioning system.

•Analyzed & corrected post development issues that were highlighted by QA Team.

•Assessed business requirements & prepared solution design documentation.

•Coordinated development with offshore team located in India.

•Used remedy Web Services to create integration points into legacy systems.

•Developed custom application based on requirements.

7/2008 – 01/05/2009, Unisys Corp, Austin TX, (Remedy Developer)

Customized, implemented, and maintained Remedy ITSM 7.1 suite solution in distributed enterprise environment for the State Of Texas. Served dual role as front line support for production issues related to remedy, also served as developer for adds, enhancements, and changes to ITSM 7.x suite.

•Architect, develop, & implement numerous customizations to Remedy ITSM 7.1 Suite.

•Worked remotely via company provided VPN.

•Created functionality that requires a re-assignment reason when a ticket is being re-assigned to the Primary Service Desk

•Analyze and transform operational and/or functional needs into working remedy solutions.

•Developed workflow that tracks the ageing of work log entries & notifies custom roles when thresholds are met.

•Customized O.O.B. notification templates to include additional fields.

•Troubleshoot & resolve remedy tickets when assigned to the Remedy Support queue.

•Conducted review sessions with requestors to insure that new functionalities were on par with requirements.

12/2007 – 7/2008, Miami Dade County, Miami FL.,(Remedy Developer/Remedy Administrator)

Developed interactive ITIL compliant Service Catalog (from scratch) using Remedy ITSM 5.6 and Remedy ARS 6.3. Service Catalog allowed user base of 20,000 county employees to interact with various support services offered by Miami Dade service desk such as Change Requests, Trouble ticketing, and Change Tasking all accessible via the Remedy Mid-Tier/Web.

•Developed several custom add-ons for the Remedy ITSM Suite which included a custom support scripting module,

a configurable survey reminder module, and an asset assignment module.

•Installed, maintained & patched production & development servers to meet Remedy/BMC compliance requirements.

•Function as level 3 escalation point for remedy related bugs/issues & outages.

•Mentored junior administrators on remedy workflow troubleshooting process & procedure.

•Integrated remedy within house pinnacle work-order system to ensure smooth handoff of tickets between satellite departments that did not use remedy.

7/2006 – 8/2007 Citigroup, Miami FL., (Remedy Developer)

Used Remedy ARS & 6.3-7.0 to developed very advanced SLM tracking/ system that allows management as well as users to obtain valuable SLA metrics at a glance.

•Architected & developed SLM system from scratch, using remedy ARS & Mid tier 6.3-7.0.

•Conducted requirements gathering sessions with management as well as user population.

•Used remedy Mid-Tier to make entire application available via web/intranet.

•Setup & configured reporting web based reporting & export via the web.

•Worked closely with QA team to develop & execute test scripts as a means of insuring quality.

•Streamlined existing workflow to improve performance & efficiency.

•Investigated & resolved all Remedy issues, as well research & resolve all related integration problems.

05/2004 - Present The Key West Soap Factory.com, Lighthouse Point FL., (Proprietor)

Founded Company that manufactures handmade herbal bath skin care products.

•Met with prospective Clients/Accounts.

•Managed Books & accounting.

•Performed day to day activities at retail location.

•Developed marketing/Sales strategies with objective of generating new wholesale accounts.

•Developed new products for production.

06/2003-12/2003 Strategic Software Solutions Inc, Collegeville PA. Developer/Analyst (Remedy Developer)

Successfully completed Hi Profile & aggressive Remedy Project for one of the Nation’s Leading Pharmaceuticals Companies (Aventis Pasteur).

•Corrected Bugs & design flaws in existing production system.

•Gathered requirements from various departmental groups & incorporated requirements into global design.

•Revamped custom ARS 5.1.1 application to be more user friendly & intuitive.

•Used Remedy Mid-Tier to design separate web tracking app for use by service techs in the field.

•Used Remedy Migrator to migrate new development to production.

•Developed Test Scripts as a means of validating new development.

12/2002-4/2003 The Systems Group, Lowell, MA, Developer/Analyst (Lead Remedy Developer)

Completed aggressive 16 week Customization & Deployment process for CRM 4.5 application Suite

•Gathered Requirement specs, through series of meetings with staff.

•Added custom-built asset tracking module into to existing CRM functionality.

•Upgraded dev & production environments to remedy 5.1.

•Developed custom web interface using Remedy Mid Tier 5.1.

•Tracked & reported project progress using Project Management skills

•Deployed CRM Modules to the web.

•Provided Troubleshooting support for legacy system

7/2002-9/2002 BankLink Inc., New York, NY, Remedy Developer/Analyst (Remedy Developer)

Evaluated & supported the Banklink Call Center, QA, & Product Control departments on Remedy ARS 4.0 &Remedy CRM 4.2 production installation. Also, Developed detailed project plan & strategy for Upgrade to Remedy ARS 5.01 & CRM 4.5.

•Made adjustments to production system to improve system performance.

•Performed general maintenance on Production system.

•Gathered requirements through series of meetings with system stakeholders & department heads.

•Configured development system consisting of Remedy ARS-4.5 & CRM 4.5.

•Supported BankLink programming staff on developments of Remedy to Tandem integration point.

•Highlighted CRM data requirements as they related to Tandem integration point.

•Trained Banklink staff on Remedy configuration and administration points.

2/2002-4/2002 Credit Suisse First Boston, (CSFB) NY, Remedy Developer/Support (Remedy Developer)

Supported large homegrown Remedy ARS 4.0 system that functioned as the cornerstone to CSFBs Global Support & Change Management business processes. Made adjustments to production systems to improve system performance.

•Performed general maintenance on Production & Development systems, which totaled 14 separate Remedy servers.

•Carried 24/7 on-call pager.

•Functioned as level-4 advanced support rep.

•Re-vamped existing Global Problem & Global Change Management interfaces to have a more user friendly look & feel.

•Upgraded legacy system from ARS 3.x to 4.5.

10/01-11/01 Simpson, Thacher & Bartlett Law Firm, NYC: (Short Term Consulting Assignment) Analyzed in-house changes made to ITSM system, by STB- Simpson, Thacher & Bartlett, to determine if modifications take into account correct workflow & Notification processes.

•Developed action plan for archiving legacy data as well as new & upcoming data.

•Corrected several workflow & configuration errors on the spot.

•Documented specific changes need to correct inappropriate workflow created by STB

•Determined proper definition of CTI– (Category, Type & Item) tree.

•Analyzed reporting needs to determine if goals were obtainable within the short rollout time frame.

•Validated correct installation & configuration of Remedy ITSM suite.

•Developed & delivered detail CRD- (Customer Requirements Document) that detailed my recommendations & findings, as well as efforts involved, man hours, time lines, risks, best practices & necessary resources needed to achieve full implementation.

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