Scott Parrish Sacramento, CA

770-***-****

adzcb9@r.postjobfree.com

EXPERIENCE OVERVIEW

A seasoned technology professional with more than 20 years of ITSM implementation experience.

SKILLS

ITIL Foundation v4 Certified, Cherwell Certified, BMC certification in ITSM 9.x, Salesforce Dev401 certified and BMC Remedyforce certified. Technical skills include Remedy ARS, Remedy ITSM through v9.x (Service Desk, Change Management, Asset Management, CMDB, SLA, Flashboards, AIE, SRMS, MyIT, SmartIT and Smart Reporting), Agile, DevOps, Modern Service Management and some exposure to Jira, AWS and Azure. Well-versed in ITSM processes such as Incident, Problem, Change, Asset, Service Level Agreements and Service Request Management.

RELATED WORK HISTORY

SENIOR SOLUTIONS ARCHITECT

GLOBAL SYSTEMS INTEGRATORS/IT PROPHETS, CANTON, GA – MAY 2005 – PRESENT

ServiceNow 2018 - present

Setup and continue to maintain a Managed Service Provider ServiceNow instance utilizing domain separation best practices while also maintaining an internal ServiceNow instance to support GSI’s day-to-day IT operations. In addition, I provide managed service support to external customers.

Have extensive experience designing workflows in both the workflow editor and Flow Designer as well as writing business rules, catalog client scripts, script includes and custom portal widgets.

Responsible for implementing and configuring ServiceNow Incident/Problem/Change Management as well as designing and creating Service Requests and Order Guides beginning with the Jakarta release of ServiceNow through the most recent Tokyo release. Also provide troubleshooting support for various clients.

Completed multiple integrations between ServiceNow and Azure Active Directory for the purposes of synchronizing users and groups within ServiceNow. Azure AD being the single source of truth for user and group data.

Responsible for delivering implementation workshops to not only gather requirements, but to lead customers in the direction of modern service management and its benefits. Organizations that move to ServiceNow are usually moving from an on-premise application. These organizations rarely understand the approach to service management in the cloud is much different than on-premise.

Not only is Global Systems Integrations a ServiceNow partner, but also a ServiceNow customer. As a ServiceNow administrator and developer for GSI, followed DevOps principles and methodologies for ongoing ServiceNow customizations and integrations. Also helped lead GSI down the path of adopting MSM principals and guidelines.

BMC/Remedy 2000-2018

Responsible for leading architecture, configuration, technology and process linking workshops based on the BMC blueprint methodology. Also, lead development efforts by evaluating solutions and documenting the solution specifications and advising customer through the knowledge transfer.

Deliver Remedy consulting for customers such as Cargill, Inc., Ontrack (formerly Kroll Ontrack), Methodist Healthcare, HCA (Hospital Corporation America), CHS, Lend Lease, Forest Labs, Toronto Hydro, ServiceMaster, Manheim, Coca-Cola Enterprises, Colonial Bank, Pegasus Solutions, AGFirst, Intuitive Surgical, Internap, LeasePlan and DataPath.

Manage & enforced IT Prophets’ DevOps processes, principals and methodology for internal and external Remedy development. Monitor adherence to standard coding practices, naming conventions, ITIL best practices (using the SMPM) throughout Professional Services.

Contribute technical expertise to sales process via demonstrations, requirements gathering, Statement of Work generation and RFP responses.

Develop internal Remedy applications to support sales and professional services practice (ie, Sales Force Automation Application)

Deliver Cherwell workshops, configuration and customization.

Deliver Remedyforce implementation and consulting services for customers located throughout the U.S., among them Sunrun, U.S. Department of Education and Berry College.

Project Highlights

Most recently worked with large, privately-owned company that would rank in the Top 20 of Fortune 500 companies to populate the Configuration Management Database with previously undiscovered network devices from various external data sources.

Completed upgrade of ITSM Suite from 8.1 to 9.1.4 for major healthcare company in Memphis, TN. BMC upgrade process failed on multiple occasions and had to complete the upgrade through direct database manipulation.

Architected a multi-stage, load-balanced (Mid-Tier and application servers) implementation of BMC Remedy ITSM suite including Incident, Problem, Change and CMDB along with MyIT and SMART IT suite of products. SMART-IT was also load-balanced. Also implemented Smart Reporting and single sign-on.

Extensive experience working with Atrium Integrator to import data from various external data sources including flat files and other relational databases.

Designed and delivered custom receiving application in ITSM 7.5 so that Configuration Items, when received, may be scanned via bar code reader and automatically entered into the CMDB. This custom ad-on has been deployed to three IT Prophets customers.

Deployed and customized BMC’s latest ITSM product, Service Request Management, at three BMC customers in the southeast.

Deployed CDI Integration 7.5 in ITSM 7.0.3/CMDB 2.1 environment at Forest Labs. Created custom AIE data exchanges along with custom reconciliation rules for reconciling data from the CDI dataset into the Forest Labs production dataset.

Deployed ADDM 8.x in ITSM 7.5/CMDB 7.5 environment at Toronto Hydro. Deployed w/out of the box reconciliation rules and AIE data exchanges.

Lead developer on one of first BMC ITSM version 7.5 implementations including Service Desk, SLM and Service Request Management.

System Architect on Phase 1 of large BMC BSM implementation including Service Desk, Change Management, Knowledge Management, and Service Request Management. Personally delivered Service Desk 7.0 implementation along with a customized Service Request Management 2.1 implementation supporting more than 100 hospitals. Built custom workflow for bulk data loads of people information including assigning appropriate permissions and functional roles through workflow.

Designed and delivered customized request for service interface into Remedy Asset Management 7.0 utilizing custom forms and workflow along with the Purchasing module and CMDB 2.0.

Performed ITSM version 6.x to 7.x gap analysis including workshop style sessions on each product and delivery of functional gap document.

Converted and imported data from a custom Help Desk and Defect tracking tool built on the AR System into the ITSM 7.0 Incident Management and Problem Management modules. Conversion also included importing attachments and work log data.

Led upgrade of significant ITSM 6.0 installation to ITSM 7.0/CMDB 2.0. This includes leading the Data Configuration discussions which is a large part of an ITSM 7.0 project.

Participated in installation, configuration and customization of Service Desk 7.0 for a new customer.

Implemented ARS 6.3, HD 6.0 and AM 6.0 along with CMDB 1.1. Utilized Row Level Access security to allow separate HelpDesk organizations to access a single HelpDesk installation and operate independently. Functionality limits each organization to seeing only its tickets, ticket summaries, categorizations (CTIs) and locations (Region, Site & Department).

Deployment of Customer Service and Support (CSS). Integrated CSS 5.6 with HD & CM 6.0. Integration allows customer service reps to relate current tickets or change requests with CSS Issues, or create new tickets and change requests from the CSS application. Customized CSS functionality to associate multiple primary contacts with multiple accounts. Created MS SQL Server 2000 database integration to update the CSS application with near-real time data from external data sources.

Implemented the Remedy Asset Management 5.5 application as a Configuration Management solution adhering to ITIL standards, in an existing Remedy Help Desk and Change Management 5.5 installation, using ARS 6.0.1 and Mid-Tier 6.0.1. This is BMC’s largest account in the southeast resulting in massive volumes of configuration data.

Completed major Remedy HelpDesk 5.6 implementation running on Action Request System 6.0.1.

Provided customizations to allow 3 separate Help Desk organizations to utilize single Remedy HelpDesk implementation.

Leveraged new ARS functionality including Computed Groups to allow for better row level access while streamlining administration.

Designed customized workflow to create Help Desk submission via email while providing functionality to allow for multiple email attachments.

Built customized workflow to extend Remedy Survey functionality allowing as many organizations as necessary to create surveys. Out of the box Remedy survey functionality allows for only a single set of survey questions across the enterprise.

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