Peningo Systems, Inc.
Resume of Candidate: PEN-57
Rate: email us at info@peningo.com for rate information
Remedy Consultant
Summary:
Senior level Remedy Developer/Manager with expertise in requirements, analysis and design expertise looking for opportunities to utilize my extensive
development/Project Management skills. Has a strong background in Remedy AR System 4.x, 5.x., 6.x, 7.x, ITSM Implementations, and CMDB
Implementations.
SKILL SET:
• Remedy AR System 4.x, 5.x., 6.x, 7.x
• Remedy ITSM-Help Desk, Remedy Asset, Remedy Change Management, Remedy SLA, Mid-Tier 5.x through 7.0.2 Patch 6
• Full ARSystem Testing Bug Fix/Testing
• KM Experts
• Remedy CRM 5.x, Beta testing Remedy 6.0, Custom Built Applications
• Remedy Automation with Visual Basic
• CFR 21 Part 11 Validation
• Back Up and disaster recovery.
• Tivoli Integrations
• Project Management
• Dreamweaver MX Web Development
• ITIL Based Implementations
• C# systems integration
• SOAP, XML Integration
• Visual Basic 6.0, Double Take, Micro Medix, Win Zip, Netfinity, PC Anywhere, Microsoft Web Publisher, ORCAD Design, CIS
• Microsoft Project
• AR Web, Crystal Reports, Crystal Reports Web
• Argis Relay
• Oracle 8.1.7, 9i, and 10g, SQL Server
• Solaris, Linux, Windows XP, Windows 2000 Professional, Windows 2000 Advanced server, Windows 2003 Server
• MS Word, MS Excel, MS Access, MS PowerPoint, MS Outlook, MS Exchange, MS Project
• Compaq PC’s, Compact Servers, Dell Servers
WORK EXPERIENCE:
October 2007 to Present
• Implemented ITSM 7.0.3 Patch 7 for a Production, Test and Development Environment
• Implemented ITIL Standards
• Developed Functional Requirements documentation
• Create Test Scripts
• Complete CMDB implementation.
• Developed Customizations for Change Management
• Developed Customizations for Incident
• Configured Approvals, People, Tenancy, Categorizations, support groups and general foundation
• Managed Implementation team from a Technical Perspective
• Completed data implementation using latest BMC Data import tool
• Bug fix working with BMC support on Out Of The Box bugs with both Patch 5 and ITSM
• Training for in house personnel
December 2006 to Present
• Bug Fix for existing CSS/CRM System
• Implement QM System
• Created custom ticketing system for external field team
May 2007 to June 2007
• Designed CMDB Implementation Plan
• Designed Asset Management Implantation Plan
• Developed Requirements for ITSM 7.0
• Developed Topology Discovery Approach plan
February 2007 to April 2007
• Developed system to auto load data into upgraded 7.0 ITSM System
• Worked with Team to Implement ITSM 7.0 Upgrade
• Migrated Data from 6.x to 7.0.1
Sr. Remedy Consultant
September 2006 to January 2007
• Part of ITSM 7.x build team
• Designed C# code to automate test scripts for ITSM 7.x testing. This was an automated system which would flow through all fields including
executing drop downs and provided a report log with success and failures
• Worked with R&D trouble shooting for Development of Incident, Problem and, Change, CMDB 2.x
Sr. Remedy Consultant
July 2006 to September 2006
• Upgraded ARS 5.1.2 to 6.3
• Implemented Upgrade ITSM 4.x to 6.0
• Implemented CMDB 1.1 Patch 3
• Bug/Fix
• Test Script Documentation
• Documentation
• Custom development for ATM Ticket Interface
May 2006 to July 2006
• Upgraded ITSM 5.5 to ITSM 6.0
• Customized ITSM 6.0
• Upgraded from ARS 5.1.2 to 6.3
• Implemented for upgrade KM Experts Knowledge Base
• White/Black Box testing
• Bug fix customization
• Implemented for upgrade telalert
Sr. Remedy Consultant
January 2006 to May 2006
• Implemented Remedy CSS 5.6, SLA 6.0, and Flashboards
• Implement Remedy ARSystem 6.3
• Develop Requirements
• Consult on business process flow
• Designed regression test script for significant customizations
• C# , VB custom integrations
Sr. Remedy Consultant
September 2005 to May 2006
• Developed Reporting For Asset Management/CMDB
• Customize Asset Management/CMDB For Remedy
• Develop Tivoli/SMS Remedy Interface
• Customized Help Desk
• Break/Fix testing
Sr. Remedy Consultant
August 2005 to September 2005
• Implemented Remedy CSS 5.6, SLA 6.0, and Flashboards
• Implemented Crystal XI
• Documented system Including all test scripts
• Developed Custom Interface for Change Management
• Break Fix for customizations
Sr. Consultant
June 15th 2005 to July 2005
• Launch Critical Remedy Help Desk Implementation
• From Scratch creation of launch critical systems tracking with Remedy ARS foundation
• Management of Implementation Team
• On-Site staff Training
• Requirements Analysis and documentation development
Senior Remedy Specialist
December 2004 to May 2005
• Implement Remedy 6.3 and Mid-Tier 6.3
• Implemented and Customized Remedy CSS 5.5
• Developed Custom HR integration system
• Developed Custom Web Interface
• Break/Fix of code
• Created Project Vision documentation
• Analyzed and modified Business processes to conform with industry standard best practices
• Implemented Company wide Customer Centralized Database
• Created all Design and testing documentation
• C# Web Services custom integration
Senior Tech Lead
August 2003 to December 2004
• CFR 21 Part 11 Validation documentation
• CFR 21 Part 11 Test Script documentation
• Solaris configuration for Remedy 5.1.2
• Oracle 9i upgrade
• Coordinating 8 man team for upgrade
• Remedy 5.1.2 Upgrade IVI prep
• UAT Testing/Bug Fix
• New Hardware installation for ARS system and Oracle Database
• Remedy 5.1.2 Upgrade from Remedy 4.5.2
• Designed Remedy Training module
• Assisting in design analysis of current system
• Remedy Asset Management Implementation
• Coordination of Multiple Project schedules and time lines
Senior Remedy Consultant
May 2002 to July 2003
• Mid Tier Implementation, bug fix.
• ARGIS and ARGIS Relay development
• CFR 21 Part 11 trained/Implementation
• Implemented and customized Remedy ITSM Suit to ITIL Standards
• Completed FULL Help Desk/Change Management/Asset Management project for CFR 21 Part 11 Compliance
• Managed Project implementation and completed system design documentation.
• Worked with team for major performance tuning project.
• CFR 21 Part 11 Documentation for Help Desk/Change Management/Asset Management project
• Remedy Helpdesk, Change, Asset Break/Fix
Senior Technical Lead
April 2002 to May 2002
• Enhancement of the residential high speed cable data trouble management system (TMS)
• Improve the internal escalation for customer problem resolution
• Created custom applications for Remedy ARS 5.0
Senior Remedy Consultant/Technical Lead
March 2002
• Provided analysis of the UCNS MSD current Remedy/Oracle systems in regards to e-commerce effectives. Made written recommendations for
technical improvements.
• Performed analysis of workflow, provided training for the Remedy administrator, reviewed process flow and SQL statements with the Web
developers, reviewed system requirements, and made recommendations for improvements.
• Repaired and developed MSD workflow for vendor order forms
Sr. Remedy Developer/Analyst
January 2002-March 2002
• Installation and configuration of ARS 5.0
• Installation and configuration of Remedy CRM, Quality and Support
• Analysis of Customer workflow
• Customization of CRM, Quality and Support to meet customer requirements
• Provide support and training for management and staff.
• Develop requirements and analysis of phase II through IV.
Sr. Remedy Developer/Analyst
May 2001-December 2001
• ARS 4.5.X Custom applications.
• Visual Basic Design to assist custom application.
• Created ARS Sever Load tester software.
• PL/SQL application to assist Remedy custom application.
• Project Management of OCC Custom application implementation.
• Remedy Web Implementation to Microsoft Server Farm.
• ARS 5.0 Beta Tester for Remedy Corp.
• Created Design documentation
Sr. Remedy Developer/Analyst
Oct 2000-April 2001
• Re-build for Remedy CRM System
• Developed Crystal Reports Web Front End
• Custom designed Sales SFA, Fulfillment, and Reporting tools in Remedy AR System
• Custom developed Web Front end for Remedy outside of AR Web
• Administered MS SQL 7.0
• Project Management
• Trouble shooting and support for 150 users in the AR system
• Created Development environment for AR system
• Installed and customized Remedy Asset and Change Management
Sr. Remedy Developer
August 2000 – Oct 2000
• Server development and creation
• Remedy development 4.02-4.05
• Trouble shooting and repair of the Remedy Action Request System
• Project Management
• Working on Sun Solaris and NT platforms
• Installed and customized Remedy Change management.
Remedy Developer & Support Engineer
November 1999 – July 2000
• Developed Remedy Issue tracking system, Remedy documentation error tracking system, Remedy inside sales service contract-tracking system to
enhance sale processes, Remedy Asset tracking system as well as maintained the AR Server and administered it.
• Co-designed an entitlement process for creating, tracking and storing service contracts through processes analysis and Remedy development
• Designed technical support dispatch process.
• Assisted support engineers with Remedy installation and usage training.
• Supported 20 Remedy users
• Trouble shooting to fix bugs and other system issues in the Remedy CRM system.
• Designed the test creator in Visual Basic 6.0
• Designed registry-editing programs in Visual Basic.
• Interfaced OLE to combine Remedy and Visual Basic features for hi-bird design
• Supported Double-Take Software.
• Designed high availability and disaster recovery solutions for customers using Double Take with both LAN and WAN setups.
• Interacted with a variety of positions within major fortune 500 companies to assist the sales force from a technical standpoint.
Information Technology Consultant
August 1998- October 1999
Detroit Medical Center
• Staged and deployed over 1500 IBM PCs and Lexmark Printers.
• Organized and Managed PC deployment teams.
• Individually supported 500 users during PC Go Live at the Detroit Medical Center.
• Individually set up 500 User accounts and installed desktop systems on domain.
• Coordinated installations with department heads for approx. 50 departments.
• Worked with the software De-bug team to perfect several departmental images for deployment for both, PC and Server environments
August 1998- 1999
• Individually managed and supported 5 stores per night for POS NT conversion via telephone to ensure proper technical accuracy as well as time
frame considerations.
• Successfully converted over 100 K-Mart stores.
• Supported Windows NT, IBM POS and NCR POS. Engineered repeatable process for P7 POS server conversion.
• Developed Help/Trouble Shooting program in Visual basic for POS NT conversion.
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