Information Technology Help Desk
Resume:
SHARON D. JOHNSON
POMFRET, MD 20675
240-***-**** - CELL
****************@*******.***
RELEVANT EXPERIENCE
Extensive experience in the information technology industry
BMC Certified Remedy Administrator 7.6.04
BMC Accredited Administrator Remedy 8.0
Over 30 years of experience working with BMC Remedy and Helix for Remedy ITSM
Has done extensive training for various BMC Remedy products (ITSM)
Remedy Implementation/Installation Expert 8.1.01+
Expert knowledge of BMC Remedy ARS and associated applications
Able to perform upgrades/migration in BMC Remedy ARS 7.0.01, 7.6.4 and 8.1.01, 9.1.03, 20.2+
Proficient and experienced in developing technical documentation, assisting with the development of end-user documentation, and interfacing with application owners and the IT Help Desk, and properly tracking all support efforts
Background in Agile/SCRUM methodologies for iterative development
Develops and designs AR System applications for approved IT projects or Service Requests. Follows all relevant team development and architecture standards and methodologies
6 years (Active Duty - US Navy) Military Experience; (E-5)
CLEARANCE
ACTIVE TOP SECRET CLEARANCE (SCI granted)
EDUCATION
Bachelor of Science, Communication Information Systems and Science, University of the District of Columbia, 1988-1991
SKILLS
Front-end: Building and maintaining the Remedy AR System server, including configuring and customizing its functionalities. Performs Remedy development utilizing versions 7.01, 7.64, 8.1.02, 9.1.03, 20.2; Atrium Core CMDB, Pentaho Atrium Integrator, Service Level Agreements (SLA’s), Service Desk, Incident, Change and Asset Management, BMC Analytics for BSM, SAP Business Objects and BMC Dashboards for BSM modules.
Back-end: Proficient in Remedy Developer Studio in respects to the development of the AR System, workflow designer and scripting capabilities. Ability to write custom scripts using Remedy scripting language depending on specific integration needs. Knowledge of API and web services to connect Remedy with external systems.
Tools: Familiarity with the database concepts to effectively manage data with the Remedy System. VMware/cloud computing, AWS, MS SQL Server 2019 (relational database), and Windows 11 O/S, Apache Tomcat 9.0.82+, and Java. Uses JIRA Align and ServiceNow for documentation as well as CyberArk for Remote connections. Develops strategies to migrate data from Remedy to new ITSM system ServiceNow utilizing (Databricks) within the Remedy environment.
Other Skills: Leads Remedy team to understand and utilize SCRUM framework for Agile development and deployment of aligned processes. Recommended and implemented software development lifecycle standards and methodology and ensures development according to those standards and procedures. Provided technical expertise in the areas of system definition, construction, integration, operation, and maintenance.
PROFESSIONAL EXPERIENCE
PRINCIPAL SOFTWARE ENGINEER (REMEDY DEVELOPER) – NIGHTWING (Formerly Raytheon Technologies - Cybersecurity Division)
February 2010 - Present
Plans, designs, and defines requirements for system modeling, simulations and analysis for project(s) crossing multiple product lines or a major phase of significant projects. Participates as an integral part of design teams consisting of engineers and support staff in project efforts.
Currently supports Cyber Security CISA Division - Department of Homeland Security (DHS)
Performs highly complex testing and research of software systems to enhance performance or investigate and resolve matters of significance.
Experience configuring BMC/Remedy COTS products and full product life-cycle experience to include development, integration, testing and documentation.
Develop customizations to Remedy ITSM application workflow. Performs Remedy application design, deployment and integrates with third-party and custom applications. Performs BMC Remedy development utilizing version 7.01, 7.64, 8.1.02, 9.1.03,(BMC Helix 20.2 +); Atrium Core - CMDB, Pentaho Atrium Integrator, Service Desk, Incident, Change and Asset Management, BMC Analytics for BSM 8.1, SAP Business Objects 4.1 and BMC Dashboards for BSM 7.7.02 modules.
Platform VMware/cloud computing, MS SQL Server 2019 (Database), and Windows 11 O/S, Apache Tomcat 9.0.82+, and Java. Uses JIRA Align and Service Now for documentation as well as CyberArk for Remote connections.
Performs installation of remedy software, upgrades, and customization of existing Remedy workflow.
Creates custom Crystal Reports using Crystal Reports 8, Crystal Enterprise server/ Business Objects XI, SQL Server Reports, Smart reporting, SQL reporting and Tableau reporting.
Strong analytical and creative problem-solving skills to resolve highly complex software design issues and create new software for multiple products or will be used to integrate with BMC Remedy products.
Monitors and oversees the completion and implementation of technical products to ensure success and timeliness.
Reviews literature, patents and current ITIL best practices relevant to the solution of highly complex projects.
Leads Remedy team to understand and utilize SCRUM framework for Agile development and deployment of aligned processes. Responsible for construction and maintaining Standard Operating Procedures (SOPs).
Recommends and implements corrections in highly complex technical applications and analysis to enhance performance.
Provides complex technical consultation to other organizations; interacts with senior customer personnel and internal senior management.
Recognized as a source of reliable information, techniques, and skill by multiple stakeholders.
Works productively as part of a highly functioning workgroup team which has a need of specialized knowledge to create solutions.
Provides the customer base with second and third level tier support.
SENIOR REMEDY DEVELOPER, HP Enterprise Services (Formerly EDS), July 2005-Feb 2010
Served as the primary (SME) Senior Remedy Developer in the Distributed Information Systems Office for the Human Resource Command (HRC) of the Army.
Responsible for the entire lifecycle of administration and development activities and managing business units with the BMC Remedy ITSM Suite.
Maintained and enhanced production programs, data flow and technical architecture for BMC Remedy supported applications, including custom applications and off-the-shelf applications (i.e. Service Desk/Incident Management, Problem Management, Change Management, Service Level Management and Configuration/Asset Management).
Performed database operations within BMC Remedy Asset Management and CMDB to manage end-customer inventory.
In a collaborative manner working to gather business requirements from internal and external Remedy stakeholders and performing the follow-on design, development, testing, implementation and support activities.
Performed database operations within BMC Remedy Asset Management and CMDB to manage end-customer inventory.
Initiated and executed guidance and advice for upgrading the current BMC Remedy System from version 6.3 to 7.1 environment.
Maintained overall responsibility for executing and managing the project deliverables.
Provided scope and implementation details of the project to the client and program management unit.
Identified and corrected bottlenecks in the code written. Converted program specifications to code.
Prepared scripts for user acceptance testing, perform load testing and code review.
Prepared project plan, statement of work, performs support training, and testing of Remedy products. Ensured quality assurance for the project process and deliverable.
CERTIFICATION & TRAINING
ServiceNow Event Management - completed January 2025
ServiceNow Application Development Fundamentals - completed December 2024
ServiceNow IT Service Management - completed November 2024
ServiceNow Fundamentals - completed September 2019
BMC Remedy Change Management 8.0 - completed June 2014
BMC Remedy Asset Management 8.0 - completed June 2014
BMC Remedy Service Desk 8.0 - completed June 2014
BMC Remedy CMDB Admin 8.0 Part 1 - July 2014
BMC Remedy Knowledge Management 8.0 – July 2014
BMC ITSM Administering 8.0 Part 1 – completed August 2014
BMC ITSM Admin What’s New 8.1 – completed September 2014
ITIL v3 Foundation Course - completed February 2013
BMC Remedy AR System 7.6.04 Foundation Part 1 - completed June 2012
BMC Remedy AR System 7.6.04 Foundation Part 2 - completed June 2012
BMC Certified Remedy Administrator 7.6.04 – complete August 2012
BMC Certified Administrator: BMC Remedy AR System 7.6.04 - completed July 2012
BMC Remedy Developer Part 1 - completed April 2012
CompTIA/ Security+ Training - completed July 2010
Remedy 7.X/ Configuration Management for the Service Provider - completed August 2010
Remedy 7.X/ Data Management Computer Based Briefing - completed August 2010
Remedy 7.X/ for Configuration Manager and Librarian - completed September 2010
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