Peningo Systems, Inc.
Resume of Candidate: PEN-56
Rate: email us at info@peningo.com for rate information
Remedy Consultant
PROFESSIONAL SUMMARY
Experienced RAC-Certified Principal Consultant, with over ten years of experience, training, and certifications in the development of the Remedy Action
Request System. She has extensive hands-on experience with enterprise implementations using many of today’s Network Management solutions as well
as process development best practices per ITIL standards. Her extensive knowledge of the Remedy ITSM product suite, supported processes, and
integration points makes her an excellent resource for scoping project, and designing the customer solution for delivery.
Professional Experience
Ten years BCM Remedy experience
BMC/Remedy Approved Consultant with nine years of direct full life cycle development process planning as well as technical development and
implementation expertise.
Emphasis on full life cycle development process and procedures via process management and focus in ITIL guidelines
Remote and on-site requirements gathering, documentation, functional specification preparation, and application development in both full
development teams and individual effort placements
Able to function in sales-engineering or advisory role offering technical expertise per customer demonstration and sales related presentations
Extensive SQL and Oracle database knowledge as well as Unix, Linux, and Windows based OS environments with expertise relating to BMC
products and impact within large production environments
Integration specializations with the full product suite offered by BMC covering the ITSM line of Change Management, Help Desk, Asset
Management, Service Level Agreement, Flashboards, Mid-Tier, CMDB, Enterprise Integration Engine, Email Engine, Discovery Tool Suite; and toolsets
such as Distributed Server Option, Migrator, and related 3rd Discovery tools such as Discovery Express, Topology Discovery, and integration to the BMC
CMDB product.
Advanced custom application and web-related design, development, and implementations within the BMC Remedy environment as well as
customization of out of the box products, in both Windows/SQL and Unix/Oracle environments.
Extensive background in consulting for large enterprise environments in a multitude of fields including the United States Government, global
internet companies, telecom environments, b2b environments, university hospitals, financial institutions, retail companies, and manufacturing
environments.
Specialized Training & Certifications
Languages: PL*SQL. HTML, PHP
Tools & Utilities: MS Project, VMWare, MS Office (PPT, DOC, XLS, Visio, Project)
Reporting Tools: Crystal Reports, Business Objects
Operating Systems: MS Windows, Linux, HP/UX, Solaris
Accreditations: RAC
Managing Consultant/Principle Consultant
January 2007 – Sept 2008
Accomplishments/Responsibilities:
Interviewed clients to provide technical sales expertise and provide first level SOW (Statement of Work)and RFP (Response for Proposal) material
for internal sales teams to refine
Provided demonstrations of BMC Remedy products to customers in person and via web interfaced presentations
Provided BMC-specific workshops for all aspects of a full ITSM v7.x implementation program
Wrote Requirements Documents, Gap Analysis documents, and provided process improvement areas for attention
Created and delivered original project plans specific to each customer project
Interfaced directly with both project teams and customer's VIP level members to provide full-body picture to organizations as means of setting
proper expectation
Interviewed and met with clients to provide technical sales expertise and provide first level SOW (Statement of Work) material for internal sales
teams to refine
Led multiple teams of technical consultants and various projects toward successful implementation of ITSM v7.x core software and processes to
meet goals toward more ITIL compliant standardizations
Created marketing materials for sales team to explain the BMC product line, and how the ITSM Suite worked together to create an overall
comprehensive solution
Assisted in methodology techniques and approaches for a more successful delivery cycle
Provided project management and supervisory roles for all projects and team members for which I was responsible
Sample of projects:
o Project technical lead responsible for management of development and integration milestone delivery, requirements gathering and design
documentation, association with the customer technical resources for smooth transitioning, workshop delivery, product demonstration for a full Remedy
ITSM 7.x solution.
o Project technical lead responsible for ensuring specific requirements gathering, gap analysis, and design documentation - association with the
customer technical resources for the information gathering process, provided product demonstration, and workshop delivery in preparation for
implementation of a Remedy 7.x solution
o Shared project manager and lead technical roles to help produce the overall project plan, deliverables milestones, and resource management
during the initial phases of a full ITSM 7.x implementation.
2006 - 2007
Business Summary:
Multiple small contracts providing both developmental aid, consultation, and first-hand design concepts for small and large companies. Provided
expertise in developing business process, providing demo capabilities, delivering web-proof of concepts, and ground-up design concepts for custom
applications as well as ITSM solutions; consulted with DBAs to provide strict guidance for specific compliance in terms of scalability and most effective
use of the software for the stated goals.
Accomplishments/Responsibilities:
Provided analytical expertise to determine where requirements gathering and functional specifications were appropriate or lacking in enough
detail to move to the next phase of the project
Provided demonstrations of BMC Remedy products to customers in person and via web interfaced presentations
Provided BMC-specific workshops for all aspects of a full ITSM v7.x implementation program
Wrote Requirements Documents, Gap Analysis documents, and provided process improvement areas for attention
Created and delivered original project plans specific to each customer project
Interfaced directly with both project teams and customer's VIP level members to provide full-body picture to organizations as means of setting
proper expectation
Assisted in methodology techniques and approaches for a more successful delivery cycle
Sample of projects:
o Provided consulting expertise in a custom environment. Developed and documented a relational database design for the Remedy application
environment. Worked closely with Oracle DBAs and presented proof of concept designs to help ensure appropriate delivery of project expectations.
o Provided requirements gathering and proof of concept design for custom 7.x application
o Provided remote support and development work for custom Remedy application environment
Senior Remedy Consultant
2005 - 2006
Accomplishments/Responsibilities:
Senior level consultant providing development experience in the BMC/Remedy 5.x and 6.x environments and tailoring business process to ITIL
guidelines for all enterprise wide solutions
Sales-engineer type role with customer presentation and demonstration or product and processes
Direct implementation planning, architecture, development, and project management for high profile customers: Washington Mutual Bank and
Starbucks, Inc.
Redesigned custom applications for upgrade purposes from the 5.x environment to the 6.x environment
Provided expertise and documentation on considerations for UNIX server upgrades to the 6.x environment
Redesigned web interface modules for existing custom built applications
Coded customer IIS error pages for elegant error-handling
Coordinated with business analysts and various user groups for the purposes of requirements gathering, and design documentation for future
implementations
Assisted in providing detailed information regarding best-practice life cycle development processes and detailed extensive process guidelines
tailored to the ITIL dedicated environments
Designed new functionality for existing applications per customer requirements
Authored documentation for all design efforts to fulfill best practice standards
Provided troubleshooting for production applications and productions servers
Provided best-practice guidelines for Enterprise Service Management within the BMC Remedy environment
Implemented the BMC ITSM suite for the 6.x environment including Mid-Tier for the Windows/IIS platform
Provided detailed documentation of deviance from standard implementations for Risk Management and future accordance to ITIL standards
Provided Windows/SQL and Unix/Oracle expertise
Provided on-hands technical training for users in new implementations
Sample of projects:
o Part of a large development team delivering a custom 7.x solution requiring a redesign of forms, custom error pages, and workflow. Provided
expertise to the DBA team to help troubleshoot and maintain related database issues.
o Provided design, architecture, and development capabilities for an end of life project involving a Remedy custom application
Senior Remedy Consultant - Independent
2004 - 2005
Accomplishments/Responsibilities:
Designed and developed new and custom applications for enterprise-wide use, specifically integration of SLA, Help Desk, and Change
Management modules into existing applications as well as designed and implemented custom-built modules per gathered requirements for ITIL
compliance.
Upgraded from 5.x server environment to the 6.x server environment, including upgrades to existing code for use within the new environment
Managed web-deployment and web design for new and existing applications
Instituted custom design scaled-down version of the BMC Remedy Approval Engine functionality
Coordinated with business analysts and various user groups for the purposes of requirements gathering, and design documentation for future
implementations
Implemented process planning to ISO 9001 standards for a software development environment
Implemented Email Engine SSL standards
Provided Linux/Oracle expertise Designed new functionality for existing applications per customer requirements
Authored documentation for all design efforts to fulfill best practice standards
Provided troubleshooting for production applications and productions servers
Senior Remedy Engineer
2002 - 2004
Accomplishments/Responsibilities:
Designed, developed, implemented, and supported a centralized Help Desk for the US Navy for ESM Navy-wide use
Designed, implemented, and supported the Remedy Distributed Server Option environment for data sharing across nationally located servers
Backwards engineered pre-existing applications to provide a standard of documentation and continued the standard with all new design efforts
Mentored new personnel in administrative functions as well as design and development procedures within the BMC Remedy environment
Implemented, designed, and supported BMC Remedy 5.x and Mid-Tier functionality in multiple development projects
Planned and executed upgrades of existing 4.x applications and ARWeb access to the 5.x and Mid-Tier capabilities
Interfaced with local and remote clients for the purpose of requirements gathering and design discussion for use in future compliance to ITIL
related service delivery goals
Implemented lab environment for development and testing of new design
Sample of projects:
o Led the project team to create a single repeatable process and application design to share data throughout the US Navy bases in the United
States. The task was accomplished via DSO and completed a 20 year goal of the US Navy to pr
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