BMC Service Desk Express and Magic/Service Management

JACK W. REEDER

Technology Consultant

BMC SDE Professional Services / Business Process Development

Strategic and hands-on consultant with a strong information technology expertise in Service Desk systems. In-depth experience with business compliance, business process analysis and work flow automation. Over 20 years of management and consulting experience.

Career Accomplishments

Service Desk & Technology

Design, manage and deploy best-in-class BMC Service Desk Express (SDE/Magic) systems. Develop advanced customized solutions to reduce response times, reduce operating costs, control change processes and improve management of processes. Web development utilizing MS SQL, Oracle, PHP, HTML, CSS, Javascript.

Areas of expertise: BMC Service Desk Express (SDE/Magic); change management control; change management automation; problem management; configuration management; Service Desk work flows and automation; complex business rules; Service Desk ITIL best practices; Crystal Reporting; SLA’s; escalation logic and automation; custom form development; custom modules for advanced functionality; embedded SQL (MS & Oracle) queries and functions; custom quick view/dashboard queries for staff and management; self service portal customizations; staff, user and admin training and knowledge transfer; documentation of processes and business rules; build production and development servers; advanced SQL functionality within the Service Desk system; data migration design/strategies, queries and execution; barcode scanner integration (PRISM, Magic Wand, etc.). Excellent presentation and technical writing skills.

• Implemented incident management system at a Global Connecticut based high-tech materials manufacturing firm. Project included new hire work flows, configuration management, asset integrations, active directory integration customization, knowledge management solutions, re-design of priority matrix to ITIL standards, custom modules for tracking locations and integrating locations with auto ticket assignment. Modified ASP code to customize UI default settings.

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Enhanced and developed Configuration Management asset migrations/integrations, automation and work flow processes for a government authority in New York. Patched the Oracle-based SDE system to the most recent release for compatibility with newer browsers. Resolved issues with previous customizations to the SDE database providing a smooth patch transition. Finalized and executed integrations for assets including PC’s, laptops, mobile phones, monitors, printers, software, servers and switches. Developed an Active Directory integration allowing visibility into Active Directory and SAP data including cost centers and approving managers. Automated the incident/work order update/approval/close processes allowing technicians and managers to communicate via one-click responses via a Blackberry or PDA’s.

• Lead consultant for a Wall Street-based finance firm. Created extensive security functionality within SDE utilizing advanced SQL scripting and VBScripts to accommodate stringent Sarbanes-Oxley compliance requirements. Worked directly with the Sarbanes-Oxley auditor to address the clients’ unique requirements. Configured a Change Management work flow to control work flow within the change process. Automated the creation of change assessors and approvers integrated with a custom change approver and assessor matrix (module). Assessor comments were applied to the change request via business logic which triggered the auto creation of approvers when certain assessor criteria were met. Approver decisions were executed via Blackberry.

• Implementation lead for a London-based firm requesting the development of an asset/configuration item integration for their unique use of SDE and Microsoft SCCM (Server Center Configuration Manger). Wrote and tested all code for the integration in development and pushed to production upon completion of UAT.

• Upgraded numerous Magic/SDE systems from early versions 7.x (and up) to 9.x.

• Project lead for a Tampa-based industry-leading medical equipment manufacturer. Designed and implemented an automated change management and approval process where requests are created, assessed, approved and escalated via Blackberry or other html capable email client. Developed encryption technology and sender verifications for email notifications and replies for security compliance. Accommodated both Sarbanes-Oxley and FDA compliance requirements. Created custom IT request, Oracle and new hire work flows with approval automation for managers and ticket update/close automation for field techs. Active directory integrations were developed for multiple domains. Consulted on Active Directory best practices for use within the organization and Service Desk Express. Wrote VBScript code to associate users with managers from within the Active Directory OU structure utilizing SDE Integration Engine.

• Project lead for a top-ten, globally-ranked, commercial reinsurance company located in NJ. Created custom Microsoft Systems Management Server (MS SMS) to Service Desk Express asset integrations as a component of a new implementation, improving visibility of asset related incidents and software license utilization. Created custom VBScript filters for Active Directory integrations to map users as per the clients’ requirements. Configured SQL Server and consulted on mail server configurations. Implemented the BMC Knowledge Management Express system and deployed a third-party knowledge base. SMS data integration was updated to accommodate MS SCCM, top console user (as owner of configuration item) and asset tag (replacing MAC ID as unique identifier)

• For a large New York City magazine publisher, implemented BMC Service Desk Express system with scalable and configurable solutions, eliminating 80% of paperwork and improving response times by 18%. Upon completion of the SDE installation, client purchased additional services for a facilities solution utilizing the Blackberry to communicate work order requests from SDE in real-time to remote facilities staff.

• Developed a scalable Service Desk customer support system for a national telecom company headquartered in Detroit, MI. Led design sessions to determine the scope of client needs and proposed solutions that are ITIL compatible within industry best practices. Executed complex data migration from an Oracle database to include legacy support tickets within the new system.

• Project lead for a large New York-based commercial real estate company’s Service Desk Express implementation and customization engagement. Integrated assets to SDE from MS SMS. Improved productivity by programming automated new hire and termination processes. Eliminated written approvals and reduced the average time to approve a request from three days to a few minutes while creating Sarbanes-Oxley compliant audit trails.

• Developed and brought to market a line of unique BMC Service Desk Express (Magic) enhancements that were successfully branded and deployed to Service Desk clients and BMC partners. Products included:

o EZ Mail – a powerful solution consolidating the features of EZ Links and Elegant Email in one easy to use interface within SDE. Creates automated workflows integrated with mobile devices.

o EZ Links – a system with enhanced security to update or close incidents or work orders in the field via Blackberry or any email client.

o Asset Integrations – a Microsoft SMS/SCCM ITIL configuration item integration to SDE capturing critical machine characteristics and associating them to SDE clients and CI assemblies.

o Elegant Email – an enhancement to provide formatting of outbound notifications to users or external clients allowing for corporate branding (logos) and presentation of data in a tabular format for better readability. Useful for purchase orders, vendor requests and field tech visibility of ticket details.

o SDE 2 Outlook – provides a means of automatically posting SDE events to an Outlook calendar, ideal for a change request calendar that may be shared to users or managers requiring visibility to change scheduling.

o Round Robin – allows tickets assigned to a queue to be distributed with flexible/configurable load balancing and optional category weighting for auto assignment to staff or groups.

o Print Scheduler – a module to automatically create a report, incident or work order and print or email it on a predetermined schedule…often used for daily, weekly or monthly reports to management or external clients, or for preventive maintenance work orders that need to be printed and available at a certain date and time.

• Developed website functionality to include: online ticketing systems (incident, work order, change management); CRM for marketing; web capture portals; automated drip email system with queues, authentication, wysiwyg text editor for email formatting, campaign management, prospect management and admin tools; blog based (custom, WordPress, Joomla) websites for content management and SEO optimization. The development process included the use of PHP, HTML, XHTML, CSS, Javascript and MS SQL and MySQL.

Web Development & Marketing

Founder of three highly effective web development, marketing, graphic design, direct mail, printing and advertising agencies. Increased revenues by greater than 60% yearly. Activities and accomplishments include:

• Created websites, landing pages and banner ad campaigns for commercial finance company producing 1,200 click conversions per 30 day period.

• Developed Accurate Contact, a web-based custom automated email contact and drip marketing system for internal and external client use. Utilizes HTML, PHP, JavaScript and MySQL.

• Earned Inc. Magazine’s award for Top 100 Fastest Growing Privately Held Companies in the region.

• Developed custom web-based service desk system for a regional property management company including: self service portal; ticket visibility to staff; staff authentication; CAPTCHA and “isperson” security; action details per ticket with time/date/id/duration audit trail; administration interface; auto notifications to assignee and clients.

• Researched and procured digital prepress equipment reducing project turn times by 60% and creating a profit center with revenue capacity of eight hundred dollars per hour.

• Created a dual platform networked environment to better service both Mac and PC clients.

• Awarded $1.2 million advertising contract with a Nissan auto dealership.

• Produced direct mail campaigns for mortgage bankers with a 5:1 return on investment.

• Conducted sales presentations to prospective companies and originated new customer accounts.

• Lead and trained sales staff on effective marketing, presentation and selling techniques.

• Lead design projects as Art Director, ensuring projects stay within the scope of work.

• Managed designers and pre-press operators for efficient software utilization.

• Established multiple highly-targeted internet marketing campaigns.

• Developed co-op marketing programs for Motorola.

• Expanded service offerings to meet client and market demands, including: printing services, creative design services, marketing services, website design, prepress services, direct mail, magazine production, annual reports.

• Awarded $100,000 annual report design contract for the Department of Defense, Defense Supply Center Philadelphia.

• Interviewed, hired and managed sales, design and prepress staff.

• Won a J. C. Penny direct mail contract for a 9 million unit direct mail campaign.

• Awarded design and printing contract for School District of Philadelphia school catalogs.

• Managed design, layout and prepress for Philadelphia Entrepreneur, Contemporary Bride and The Hauler magazines.

• Developed direct mail capital fund raising campaigns for ambulance companies throughout the Northeast.

• Clientele included: The Vanguard Group, The Department of Defense, F. A. Davis Publishing, United Engineers and Constructors, Valley Forge Christian College, Johnson Matthey, The Delaware Group.

Finance & Banking

With full accountability for all functional areas of the company including business development, orchestrated new originations through a custom website integrated with a database used to trigger automatic notifications and promotions. Developed all components of the marketing and tracking system including creation of the website and database management. Developed integrated marketing campaigns utilizing direct mail, email, banner advertising, SEM, SEO and the carefully tuned website.

• Developed a proprietary web-based lead and promotion system, which generated 1,200 leads per month at low cost for sales staff. Authored an effective and compelling one-year-life-cycle email drip campaign and follow-up strategy designed to maximize conversion of prospects utilizing SQL, PHP, Javascript and HTML.

• Developed and implemented successful internet and print marketing campaigns. Designed and sold turnkey marketing systems to loan officers. Grew the company by adding an affluent clientele and commercial real estate finance transactions.

• Hired and managed loan officers.

• Developed profitable referral relationships.

• Received the President’s Award for Outstanding Monthly Loan Volume.

• Established valuable banker relationships with Wells Fargo, Countrywide, Citibank, Bear Stearns, Chase, National City, Aurora, GMAC, Credit Suisse, Indymac and others.

• Banked loan transactions as Luxury Loan Solutions, Southern Star Mortgage Corporation, Primary Residential Mortgage, American Home Loans and AcceleRate Mortgage.

Software & Programming

Microsoft SQL Server, Oracle, Access 2007, MS Office Suite, Dreamweaver, Crystal Reports, BMC Service Desk (Incident Management, Problem Management, Change Management, Configuration Management), BMC Configuration Manager (CME), IIS, ODBC, Photoshop, Illustrator, Freehand, Adobe Acrobat, Adobe Distiller, Flash, WordPress, Joomla, SalesForce. Networking and system administration skills. Website hosting and development. Programming languages: SQL, MySQL, HTML, CSS, PHP, JavaScript, VBScript, LDAP, ASP.NET.

Career Profile

Professional Services Consultant - Inventa Services LLC, Wayne, PA 2006 – present

Partner, Director of IT - Luxury Loan Solutions LLC, Wayne, PA 2004 – 2006

Partner- Stream Companies, Inc., Malvern, PA 2002 – 2004

President, Founder - Reeder Graphics of America, Inc., Paoli, PA 1989 – 2002

Education / Certification

BMC ServiceDesk on Force.com Developer Certification, Incident, Configuration & Change Mgmt, Dallas, TX, 2010

Salesforce Force.com Developer Certification, Salesforce CRM Developer, Dallas, TX, 2010

BMC Service Desk Express Consultant Certification, ITIL Compliant Incident Management, Dallas, TX, 2008

BMC Configuration Management Express (CME) Training, Configuration Manager, 2008

SalesForce CRM, Consultant Certification Training, 2009

Finance Banker/Broker License, PA, CA, FL, NY, NJ, NH, TX, 2002-2007

Pennsylvania State University, State College, PA, B.S. Mineral Economics, Emphasis on Engineering Practices

References are available upon request.

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