Project Manager Developer

Charnelle Johnson

Mobile Phone: 678-***-****

Secondary Phone: 678-***-****

E-mail: *******@*******.***

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OBJECTIVE

Objective

To obtain a challenging and upwardly mobile position as a Service-Now Developer, Sr. Remedy Developer, project manager, technical writer, or software trainer and documenter.

Summary of qualifications

Motivated and knowledgeable professional with 13+ years of proven analytical, development, project management, technical and end-user training, and documenting capabilities.

Possess a rich background encompassing Service- Now software, ARSystem software and application implementation, administration, system validation, user acceptance testing and documentation, as well as extensive 3rd party integrations to both the AR System and supporting applications, as well as the Service-Now software application

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WORK EXPERIENCE

Sr. Remedy Developer, Service-Now Developer

10 2007 - 0 0

Genuine Parts Company | Atlanta, GA

Computer/IT Services

Service-Now Developer, part of a two man team responsible for completing the phase one initiative of GPC Enterprise Service-Now implementation.

• Deeply involved and instrumental thru all phases of the Service-Now initiative to include process requirements gathering with the assistance of Maryville Technologies, functional design, technical design, unit testing, and deployment.

• Received Service-Now training in Aug., 2011 in Atlanta, GA.

Sr Remedy Developer for the APG IT Shared Services department of Genuine Parts Company HQ in Marietta, GA.

Responsibilities include maintaining and improving several custom ARSystem applications as well as a highly customized out-of-box ITSM 6.0 suite that supports hundreds of distribution centers throughout the US and Canada.

In the 45 months that I have been employed for GPC, I have developed and deployed the following;

• A custom Change Request application created from a legacy mainframe solution and converted over 30,000 records using access into the custom change request form and a change request archive form via the client and the mid-tier(ARSystem web interface) . Created several comprehensive arsystem reports as well as Crystal Reports.

• Created a numbering and sequencing table that allows managers to prioritize the Change Request based on priority and automatically renumbers the sequence using ARSystem workflow.

• Implemented and deployed two web services. The first updated user asset data from the Helpdesk form to an external D1 database belonging to one of GPC subsiduaries. The second web service was created to get CSR login and resolve time to an external database that creates CSR bonuses in payroll.

• Created implemtation and training documents using Camptasia recording software, whcih was used for web-based training.

• Created custom workflow to correctly route tickets to the Spanish speaking regions, so that Spanish speaking CSR would only get tickets from Spanish speaking customers in their queue.

Project Manager/ Sr. Remedy Developer

5 2007 - 11 2007

Satyam Computers for Applied Materials | Austin, TX

Computer Software

Project Manager and lead developer for a very high paced, demanding client.

• Responsible for management of a 10 man off-shore development team in Bangalore, India, which included insurance of requirement deliverables with stringent SLA schedules and 24 hour Remedy Support.

• Chaired weekly team meetings and status updates as well as prepared all documents to include, but not limited to Design, Test Scripts, Gap and Quality assurance documentation.

• Also responsible for resource allocation and project tracking.

• Duties also included development of two highly visible web service projects that uses B2B technology for separate application communications using web methods over a VPN FTP connection, as well as lead on 2 separate smaller scaled application optimization projects updating the Mid Tier Requester Help Site.

Sr. Remedy Developer

6 2006 - 5 2007

Advantage Tech | Reston, VA

Computer Software

• Responsible for the implementation and administration of several custom helpdesk as well as out-of-box applications for the General Services Administartion(GSA) in Crystal City, VA.

• Instrumental in creating processes for the Change and Asset Applications that will assimilate in the very diverse and multi-tiered GSA environment.

• Instrumental to the design of the DTP(Development, Test and Production) environment processes, that will be used for the model for all application development processes at GSA in the future.

SR. Remedy Architect

11 2005 - 6 2006

TeK Systems |

Computer Software

• Responsible for the implementation of the AR System 6.0.3 upgrade and 6.0 Remedy applications upgrade for the Office of Personnel Management (OPM) in Washington DC.

• Instrumental in creating processes for the Change and Asset Applications that will assimilate in the very diverse and multi-tiered OPM environment.

Instrumental to the design of the DTP(Development, Test and Production) environment processes, that will be used for the model for all application development processes at OPM in the future,

• Instrumental in the analysis of the many databases that are used at OPM and how they will fit in the CMBD model that will be used at OPM in the future.

• Created all documentation to include a three phased Project Plan, Gap Analysis, Design Document and Test Scripts.

Sr. Remedy Developer

9 2005 - 11 2005

Lockheed Martin | Woodlawn, MD

Computer Software

• Responsible for the implementation of the AR System 6.0.3 upgrade and 6.0 Remedy applications upgrade.

• Configured the Asset management CMDB and implemented Web services.

created all documentation to include Gap Analysis, Design Document and Test Scripts.

Sr. System Developer/Analyst

8 2004 - 10 2005

Intercom Consulting and Federal Systems | State:VA

Computer Software

• Lead developer/ project manager @ Bolling AFB 11th Communications Sq, responsible for administering the current 5.1.2 Remedy custom helpdesk and CSRD (Change Management) applications.

• Upgraded and improving both applications to AR System 6.0 and deploying Remedy's Mid Tier (Web) interface. Also developing a custom Configuration Management application to give users additional administrative control.

Sr. Remedy developer

2 2004 - 7 2004

Specific Integrations | Alexandria, VA

Computer Software

• Lead developer responsible for implementing an Asset Management Inventory System using Remedy Asset Management 5.5 that is replacing a legacy mainframe application that was used to track the Commonwealths of Pennsylvania’s statewide maintenance contract data and accounting information.

• Upgraded the ARSytem 4.5.2 to ARSystem 5.1.2 and provided documentation to replicate the process on the staging and production servers in their environment.

• Provided end-user, administrative and developmental training to approximately 150 of the Commonwealths of PA’s employees.

• Critical in assisting the Commonwealth of PA with the definitions of their deployment and workflow processes and procedures

Independant Consultant

9 2003 - 12 2003

CL Consulting | Randallstown, MD

• Provided Support for Brystol Myers Squibb, Princeton, NJ by conducting systems enhancements and bug fixes to highly customized ARSystem applications, HelpDesk, Asset Management, and Change Management, using the current support process on federally validated systems.

• Assisted client with analysis of current business process to help improve productivity and customer satisfaction.

• Updated and documented a new process that would be more in line with Best Practices, but mindful of the rules and regulations that are outlined by the FDA for a validated system, to promote accountability, improve productivity, and accurately documents each state definition throughout all of the support applications.

Sr. Remedy developer

4 2002 - 9 2003

Rigid Systems, LLC | Columbia, MD

• Upgraded legacy ARSytem 4.x to the ARSystem 5.0 platform using the Mid-Tier technology with the goal of saving time, increasing productivity and usability for thousands of US Census Bureau employees and their customers. The application provided a standard mechanism for all IT support staffs throughout the organization to route, track and manage customer service request.

• Provided support and training of the AR System to key personnel at Ft. Belvoir, VA Army Base facility to improve employee productivity and customer service skills.

• Lead Analyst responsible for upgrading and implementing Remedy Software applications for CIFA (Counter Intelligence Field Agency) in Crystal City, VA.

• Provided classroom training as well as extensive training documentation to 50+ key support employees to improve cost and customer support.

Remedy Developer

8 1998 - 3 2002

Remedy Corporation | Pleasanton, CA

• Lead developer responsible for the upgrade of the ARSystem Server from v.4.0 to v.4.5.2.and Arweb 3.0 to 4.0 for AVAYA, a global internet service company in Concord, MA.

• Provided improved usability of the web client for the thousand of web based request and also provided for faster resolution of problem request.

• Part of a 10 man team responsible for developing a system to support over 100,000 customers globally for the Johnson & Johnson Corporation. Personally provided classroom and computer-based training (CBT), system and technical documentation. Served as Project Manager for the latter 6 months of the 24 month engagement.

• Lead implementer of a Remedy HelpDesk 4.0.3 upgrade on a Unix environment to support over three thousand (3,000) internal customers for Massachusetts Dept. of Corrections in Norfolk, MA. Performed requirements analysis and design by conducting a Gap analysis of the legacy system.

• Interviews with support personnel and managers assisted with the analysis of the legacy business process that aided with the development of the upgraded system that improved support response time and customer satisfaction.

• Migrated thousands of the legacy systems data records into the application that help provide a seamless transition to the new system.

• Provided one-on-one training to the core support personnel on the new capabilities of the upgraded system

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SKILLS

Microsoft Office Suite Expert

ARSystem 4.x - 7.x Expert

Remedy Applications v. 4.0-6.0 Expert

Crystal Reporting Intermediate

Windows 2000/ XP Expert

Project Management Expert

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