Business Process Project Manager
Resume:
Tami Palacky
Port St. Lucie, FL. 34984
********@*****.***
LinkedIn: www.linkedin.com/in/tamipalacky
INTRODUCTION
Experienced consultant with a demonstrated history of analyzing, documenting, implementing, and rolling out business process solutions. Skilled in leading teams to identify, analyze, and resolve system challenges, delivering comprehensive, results-driven solutions. I bring extensive consulting expertise across both public and private sectors, offering deep knowledge and strategic insights. A strong communicator with exceptional interpersonal skills, I excel at collaborating with software developers, functional experts, senior management, and clients. I work closely with customers, teammates, partners, and stakeholders to ensure clear understanding and alignment of processes and procedural documentation.
In parallel, I dedicate my personal time to the ServiceNow Learning Portal to deepen my expertise in the platform and its applications. This includes earning micro-certifications and implementation specialist courses, further enhancing my knowledge. These certifications not only expand my proficiency within ServiceNow but also contribute to my company’s ServiceNow Partner status, positioning me as a valuable resource.
TECHNICAL CERTIFICATIONS and SKILLS
ServiceNow Certified System Administrator – Xanadu Release, ServiceNow Micro-Certification - Virtual Agent, ServiceNow Micro-Certification – Predictive Intelligence, ServiceNow Micro-Certification – Performance Analytics, ServiceNow Micro-Certification - Agile Development 2.0, ServiceNow Micro-Certification - Agile and Test Management Implementation, ServiceNow Software Asset Management (SAM) Professional Fundamentals, Micro-Certification - Citizen Developer Application Creator, ITIL v3, BMC Accredited Administrator: BMC Remedy IT Service Management 9.0, Remedy Skilled Professional, Microsoft Certified Professional.
ServiceNow, ServiceNow ITSM Applications, ServiceNow Service Catalog, ServiceNow Human Resources Service Delivery (HRSD), ServiceNow Employee Center Essentials, ServiceNow Customer Service Management, ServiceNow Platform Implementation Course, Agile Methodology, Remedy AR Server, Remedy Developer Studio, Remedy ITSM Applications, Remedy Service Request Management, Application Developer, BMC Remedy CMDB, Database Administrator, and Project Manager in a wide variety of business applications.
Specialties: Consult, Administer and Configure ServiceNow various applications to meet requirements as well as scoped applications. Install and deploy Remedy Server and ITSM applications, integration for acquisitions and office expansions, contract negotiation, documentation and training guides, department relations and processes, laptop and desktop imaging.
CLEARANCE INFORMATION
Active Clearances -- Top Secret
Previous Clearances -- Secret, DoD, DHS EOD (Enter on Duty), TSA Clearance (Public Trust)
PROFESSIONAL EXPERIENCE
Senior Technical Consultant 11/2018 – Present
Consular Affairs (CA/CST) / Acuity Inc. Arlington, VA
Member of the development team consulting and developing scoped applications for legacy applications and automating manual processes. Supporting the ServiceNow instance, providing consulting and O&M support.
Supporting and Consulting on the ServiceNow platform.
oSupporting the ITSM application.
oSupporting the Service Catalog and Catalog items.
oAdminister / Configure foundation data.
Accountable for maintaining and scheduling patching of the clients ServiceNow instances.
Collaborate closely with the team that manages the enterprise ServiceNow instances to support upgrades, patching and cloning processes
Perform data analysis for migrating clients as well as implementation of new customers.
Implement, configure and customize solutions to fulfill the customers’ requirements.
Leverage an Agile methodology to design, build, test, and implement solutions based on customers’ requirements.
Lead workshops to assist customers in defining their requirements.
Configure and present demonstrations in the ServiceNow platform environment to the customer.
Define, design and implement software solutions.
Offer mentorship and guidance to team members and colleagues, fostering their growth and development.
Document design, technical documents and training.
Senior Technical Consultant 09/16 – 11/18
Department of State / Acuity Inc. Washington DC
Currently migrating customers from their current platform to the ServiceNow platform utilizing the ITSM applications. In parallel I assist in maintaining the current BMC Remedy ARS system and ITSM applications.
Migrate existing customers to the ServiceNow platform.
oConfigure the applications and modules for each customer.
oImport / Create current data model.
oCreate UI Policies, Actions and workflows as needed.
oAdminister / Configure foundation data.
Perform data analysis for migrating clients as well as implementing new clients.
Implement, configure and customize solutions to fulfill the needs of the numerous bureaus and departments within the Department of State.
Leverage an Agile approach to design, build, test, and implement solutions based on customers’ requirements.
Assist customers in defining their requirements.
Define, design and implement software solutions.
Import and export workflow and data changes between the development, test and production environments.
Document code changes for tracking and used for training and migrating between the network environments.
Provide support operations management troubleshooting issues.
Document design, technical documents and training.
Senior Technical Consultant 06/14– 09/16
Department of State / Acuity Inc. Washington DC
Responsibilities included assisting on the Remedy ARS and ITSM applications upgrade project to 9.x, several CMDB, Asset and Change Management projects as well as O&M initiatives. Senior Consultant and developer lead on the coordination and effort to consume all assets within the bureau be tracked in the CMDB. Researched and provided answers or workarounds to questions and issues discovered during team meetings on the BMC Atrium Console. Reviewed tutorial videos and webinars to propose to the team for assisting in the remedy upgrade as well as suggested uses for the ITSM applications.
Work on concurrent projects to import and track assets for asset and change management. Utilizing Agile methodology for specified projects.
Resource for 9.x server and ITSM applications upgrade. Create guides and process documentation on installations and settings.
Test the Smart IT application on mobile devices before deploying to the user community.
Support and assist in administering the service catalog project in the BMC Atrium Console. Troubleshoot issues and provide training as needed.
Provide guides and instructional documentation for users on projects on entering and maintaining the system post implementation.
Remedy Developer / Consultant 03/14 – 06/14
Quotient Arlington, VA
Prepare for the upgrade current remedy environment, AR Server and ITSM applications, and CMDB.
Review CMDB requirements and Asset Management requirements as they will be utilizing once the upgrade is completed.
Migrate data from current system to new and upgraded system.
Develop and test custom workflow to meet requirement needs for the customer on the ITSM applications and custom forms.
Train users and provide documentation as needed.
Provide system support and troubleshoot issues users encounter.
Perform administrative support when necessary.
Remedy Developer 07/12 – 1/14
NewGen Technologies Alexandria, VA
Install and deploy Remedy AR Server and ITSM applications Remedy ITSM 7.6.4.
Migrate data from current system to new and upgraded system.
Import foundation data and review validated data.
Implement Change and Asset Management process replacing current access database.
Develop and test custom workflow to meet requirement needs for the customer.
Work with the functional team on application functionality and testing. Modified workflow as needed.
Developed build and installation documentation as well as guides for the system users. Updated as necessary.
Created operating and administration guides for the customer to reference.
Senior Consultant 11/11 – 04/12
Windward IT Solutions Herndon, VA
Consultant and developer for client implementations of BMC’s Remedy OnDemand cloud solution.
Developed integration documents for review and approval on integrations.
Prepared Remedy workshop presentations.
Remedy Developer 03/11 – 11/11
Hewlett-Packard / Dev Technology Group Herndon, VA
Created service catalog using Service Request Management (SRM) for streamlining Email as a Service (EaaS), SharePoint as a Service (SPTaaS), and Project Server as a Service requests for the Department of Homeland Security (DHS) and all 17 components.
Analyze Remedy ITSM enhancement requests, provide and deploy solutions.
Provide in-depth knowledge and assistance for streamlining processes utilizing Remedy ITSM applications and services.
Develop training guides and support to users as needed.
Remedy Developer 09/09 – 07/11
General Dynamics / Dev Technology Group Arlington, VA
Project manager for implementing and upgrading remedy and processes.
Automated acquisition and installation processes for hardware, software and wireless procedures using BMC Remedy Service Request Management. The integration replaced the lengthy procurement process and provided more efficient ways to track and approve requests.
Centralized procedures in Service Request Management for system development, enhancing current applications, configuration requests, facilities requests, audio visual requests, and updating employee information.
Provide user guides and standard operating procedure documents to users.
Provide system support and troubleshoot issues as needed.
Remedy Developer / CMDB Consultant 09/08 – 12/09
Electronic Data Systems / Dev Technology Group Herndon, VA
Project manager for automating account access and permission processes using BMC Remedy Service Request Management (SRM). Replacing the customer’s manual process and considerably reduced the time for user access creation or modification.
Utilized Service Request Management for streamlining operational requests, report inquiries, and IT service requests.
Built relationships in the CMDB as necessary to keep in sync with business processes.
Work with Asset Management team to understand their future state needs of the CMDB and to streamline their imports as necessary.
Automated billing tasks by creating templates for use with all billing procedures.
Provide user guides and standard operating procedure documents to users.
Provide system support and troubleshoot issues as needed.
Sr. Technical Support Engineer / Remedy Developer 07/02 – 08/08
FTI Consulting Inc. Annapolis, MD
Remedy Action Request System. Upgraded remedy system to 7.1 implementing the use of the Mid Tier, including service desk. Performed requirements analysis from departments to determine foundation data. Provided enhancements upon request.
Implemented CMDB 2.1.0 to track company assets.
Provided management with expected state views, future state views and archived configurations via the CMDB.
Mapped infrastructure to FTI business processes.
Instrumental in building and capturing the CI relationships across the company architecture.
Maintained and populated the initial CMDB data model.
Provided senior level knowledge of hardware and software support used throughout FTI to users and Regional IT staff.
Provided in-depth knowledge and assistance of all applications and services offered by the Information Technology Group. Assisted in configuration, installation and troubleshooting.
Produced monthly reports based on service level agreements provided by the Director of Technical Support and the CIO that are reviewed by the business practice leaders and are posted on the intranet.
Primary contact for relations between Human Resources, Accounting and Payroll applications and departments. Defined and developed processes for better communication among IT and departments. Managed process of new and former FTI employee’s network access. Reevaluated contract with MCI WorldComm resulting in a savings of $16,000.00 per month as well as securing a refund of over $200,000.00.
Created documentation for Standard Operating Procedures (SOP), software installations and applications for users and other IT staff members. Created knowledge base for Technical Support Engineers with all documentation located in one place by Matrix area for quick retrieval.
Project manager for Hoteling Software. Maintained database, client and resource records.
Technical Support Specialist II 01/01 – 07/02
Orrick, Herrington & Sutcliffe, LLP Washington, D.C
Provided rapid and successful response to user and system needs. Logged all support calls and activities into the Remedy call tracking system.
Responsible for imaging all desktop and laptop equipment before user deployment. Test software applications and configure laptops for dial up access and citrix access.
Maintained all hardware inventory including servers, printers, desktops, laptops, monitors, phone and video equipment. Submit procurement requests as needed.
Administered programming for office wide phones. Activate jacks and punch cables as needed. Create new DID lines and voicemail accounts as needed.
Updated user equipment and software applications as necessary. Performed manually or through SMS server. Created and provided user instructions for operating system and application procedures.
Performed daily backs of applications, email and network servers. Maintained capacity level of servers.
Systems Support Engineer 09/98 – 01/01
U.S House of Representatives Washington, D.C
Primary resource for solving complex problems for House of Representatives and Technical Support Representatives requiring advanced level of technical knowledge. Provided consultative direction to the Technical Support Representatives.
Assistant Administrator to the Remedy customer tracking system project. Created weekly and monthly reports and charts, as well as on demand.
Assisted House users in installing House supported software. Including messaging client software, operating systems, word processing applications, web browsers, anti-virus and other in house developed software.
Project manager for Standard Operating Procedures (SOP) for the Engineering Support Branch. Designed and documented several procedures. Designed and maintained Employee Guide documentation for new and existing employees as a reference. Assigned and reviewed projects to other staff members.
Assisted in designing the Call Center internal web page. Maintained external Call Center web page for organization wide use.
Provided notification to Technical Support Representatives and House users regarding service disruption information through various alert mechanisms.
Assumed responsibility as operator for bi-weekly back-ups for department server.
Prepared detailed documentation, instructions and procedures for several software applications and operating systems to assist Technical Support Representatives and House staff. Also implemented documentation on various procedures, including department directory, agendas and notes from weekly branch meetings and quick reference guides.
Primary coordinator for hardware and software inventory for the Engineering Support Branch.
Inventory / Office Manager 03/94 – 09/98
Vie de France Yamazaki, Inc. Alexandria, VA
Assisted corporate MIS staff in installing new computer system and equipment throughout facility. Maintained computer equipment, educated and assisted supervisors on desktop and mainframe computer systems.
Diagnosed and resolved application software problems. Communicated with corporate MIS concerning upgrades, troubleshooting and installation of system hardware and software.
Created several spreadsheets to maintain inventory for raw materials and sanitation supplies. Collected bids from various vendors for price comparison.
Prepared and accurately entered bi-weekly payroll on mainframe system for over 100 employees, including overtime and shift differential pay rates. Verified and approved vacation and sick time requested.
Reviewed and coded all accounts payable invoices for facility before submitting to the corporate office for payment. Verified pricing on invoices against purchase orders.
Maintained all present and past employee records. Created documents, forms and procedures for employee user and raw material and equipment tracking.
Junior Business Manager 08/92 – 02/94
Generous Georges Positive Pizza and Pasta Place Alexandria, VA
Maintained computers for main office. Recommended and installed hardware and software to support company needs. Resolved problems as needed.
Responsible for all aspects of a 200 employee weekly payroll. Created and maintained all personnel records in an access database.
Implemented new computer based accounting system to secure timely payment on accounts payables. This resulted in the reduction of several thousand dollars in annual late fees.
Assumed responsibility for all communications among the four units and main office. Both employee morale and managers efforts were substantially improved.
Managed company bank accounts, verified accuracy of daily deposits and paperwork for each unit on a daily basis. Researched discrepancies and reconciled all accounts.
Accounts Payable / Commission Accountant 06/88 – 08/92
DeRand Corporation of America Arlington, VA
Assumed responsibility for mainframe system and dumb terminals. Upgraded, installed and troubleshoot new software and software and necessary. Performed daily back up routines.
Maintained vendor and client files to facilitate accurate entry postings to the accounting system.
Produced semi-monthly commission statements for several hundred registered representatives. Allocated overhead expenses across the various subsidiaries and registered representatives.
Generated monthly journal entries in database to record commission payables and expenses.
Entered and processed several thousand commission trades among the representatives company wide.
Accomplishments
Successful deployment of SRM at USCIS (TOMIS). The customer was so pleased he used my presentation at the 2012 BMC Forum, (Currently BMC Federal Exchange).
Presented Remedy Service Request Management application presentation at the WWRug conference in 2010.
Submitted a training proposal for CMDB Atrium 8.1 Administration training for Acuity to provide consultants as an alternative to attending training individually. This solution was also very cost-effective.
Recognized by the Department of State contract for successfully implementing a project with strict deadlines utilizing the agile methodology.
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