Objective: Remedy Administrator/Developer and Application Support professional seeking a dynamic and robust organization where my past experience and skills can be utilized to help the company meet objectives.
Skills: Remedy Development in versions 3 – 6, No experience using Remedy 7.x out of the box application suit. Remedy 5.0 Help Desk administration and integration, ARS custom built applications and custom Service Desk administration including but not limited to Incident, Problem, Change and CMDB, Event Management module with streams from outside tools like HP Open View and Site Scope. Windows administration basics, Ad-hoc Remedy reporting and some Crystal reports writing, basic SQL/PLSQL query building, Extensive experience in all phases of application workflow definition, design, development, QA and implementation. Strong understanding in Service Desk and CMDB application workflow concepts and how to streamline applications while keeping the big picture and company objectives in mind. I work equally as well alone or as part of a team but am most comfortable leading or managing.
Experience: InteQ Corporation, 100 Crosby Drive, Bedford, MA 01730 (November 1997 to October 2008)
Internal Remedy Support Design and Development, November 1997 to October 2008
Â· Provided training to members of the System Administration staff on all aspects of systems administration.
Â· Definition and implementation of application administration standards and procedures.
Â· Designed and Developed new Remedy functionality and integrations to support IT infrastructure.
Â· Worked with various groups within the company to identify system issues and improvements.
Â· Responsible for all troubleshooting and repair of production issues as related to Remedy.
Â· Identified, translated and built process flows and the needed Remedy workflow to support them.
Â· Managed multiple IT related projects at once including planning, executing and keeping delicate timelines.
Â· Created and maintained documentation of applications and infrastructure used to support the environment.
Â· Trained and educated other team members on development and design principles.
Â· Creation of ad hoc reports and the building of custom macros for various groups and applications.
Â· Perform QA on applications being staged for move to production.
Â· Own, maintain and support development and staging environments.
Â· Lead and perform all Remedy workflow moves to production.
Â· Served as team lead and lead developer as well as a solution architect through out my career.
Â· Built our own Service Desk application from scratch called InfraDesk using the Remedy architecture.
Â· Helped Build a Remedy contracted application called Set-Up At Work for Remedy corp.
Periodic Remedy Consulting November 1997 to December 2007- Verisign, Bose, Media
One, Timberland, John Hancock, State Street Bank, Massachusetts DOR, Ibasis and Ford.
Â· Delivered and setup our Remedy built application in development, staging and production environments.
Â· Gathered and implemented functional requirements from various business groups.
Â· Used requirements to design and develop new workflow to support business processes.
Â· Ability to work with various customers, employees and stakeholders to deliver solutions/enhancements.
Â· Performed ongoing enhancements and workflow customizations.
Â· Provided tuning to assure that an acceptable level of performance was maintained at all times.
Â· Trained several employees to eventually take over the role I was delivering as a consultant.
Â· Worked with service engineers and DBA’s to solve issues and enhance the systems performance.
Â· Responsible for the daily application administration tasks.
Â· Examined and defined integration points with Remedy help desk application version 5.
Â· Added in new layers of workflow to Remedy help desk 5.0 and enhanced other out of the box workflow.
Other Career Fields from February 1985 to November 1997
Â· 8 Years Construction doing Replacement windows and Siding with several years as crew lead.
Â· 2 Years building maintenance and on site management of a 12 townhouse complex in Warner NH.
Â· 5 Years+ Restaurant and retail store including Dishwasher, Cook, supervisor and Assistant Manager.
Education Level: High School, GED and 1.5 years of secondary education at ITT Technical Institute.
Desired Salary: 40k – 80k
References: Jody Ward, HR Manager, InteQ 1-781-999-6811 (Direct Manager: Ron Michaud) (CTO: Yash Shah)