01/2019 - 09/2020 | Verizon Wireless, Plano, TX USA Systems Engineer: Remedy
Project Assignment: User Registration Application Design and Development
This project was to fix an exiting application that was broken and was causing unanticipated changes to other applications. In the end I identified 200+ objects across 16 forms. One third of those objects also performed other tasks so could not just be disabled. After removing the existing work flow I designed and built a completely self contained system that only required three fields (one regular and two read-only) and 3 active links to be added to any existing or future forms. Another benefit of the new system was data-driven configuration. In the past, changes to the configuration required the development team to modify code. My system allowed those changes to be made by the responsible team leaders without involving the development team at all.
Server: Remedy 9.1
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10/2014 - 10/2018 | Magellan Healthcare, Maryland Heights, MO Senior Developer
Primary Responsibilities:
Support and maintenance of the "Firstrax" application. A custom BMC Remedy application (version 7.6 - 9.1) used to manage the process of prescription drug ordering and authorization between customers, pharmacies and insurance providers.
Notable Accomplishments:
- Performance Project: Troubleshooting and fixing workflow, SQL and network issues.
- Server Upgrade: Upgrading the application from v7.6 to v9.1.
- SOX Compliance Tools: Wrote a suite of tools for the SOX Auditing Team using VB.NET.
- User Report Builder: A tool to allow more flexible reporting with features like: Sub-Queries, CSV\HTML\Excel output, HTML Templating, Multiple Permission Levels, Scheduled Reports, Workflow activated reports. Written with the PerlARS API.
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03/2014 - 08/2014 | Persistent Systems, Inc., Houston, TX USA Senior Architect
Primary Responsibilities:
Design and develop tools to improve the performance of BMC Remedy teams specifically regarding upgrading from v7.6 to v8.1 and using the VB.NET and Java API's.
Notable Accomplishments:
- Overlay Reporting Tool: A utility used to generate a report describing the overlays on a server.
- Overlay Export Tool: A utility used to create a definitions file of specific overladed objects.
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01/2014 - 03/2014 | 7-Eleven, Dallas, TX United States BMC Remedy Administrator
Primary Responsibilities:
Performed helpdesk-style administration operations for a 7.6.4 BMC ITSM server. Including performance enhancements, break-fix changes, user and group administration and change rollouts.
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07/2012 - 10/2013 | ExxonMobil, Houston, TX USA Remedy SRM Developer
Primary Responsibilities:
Develop new SRM\AIF forms and modify existing SRM work. Provided break\fix support for Remedy and ITSM.
Notable Accomplishments:
Notebuilder: The Notebuilder is a Remedy tool that allows the contents of Note fields in a SRM AIF form (Approval Notes, Completion Notes) to be configured & populated via a data driven form. NoteBuilder is completely built with Remedy code
Automated Migration Tool: The AutoMigrator uses data from 'Server Events' to discover a developer's changes and bundles those changes into a "Migration Set". A definitions file is then automatically generated from that migration set and then automatically migrated to another server. Automated Migratory leverages the .NET API to interface to Remedy.
Regex: Regex is a tool that allows the developer to test character fields against Regular Expression patterns via an Active Link or a Filter.
ARInside: Introduced ARInside to the team as a free troubleshooting\diagnostics tool.Environment: Remedy 7.6 on a Windows OS with MS SQL Server.
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03/2010 - 06/2012 | Dell Inc, Houston, TX Remedy Developer
Primary Responsibilities:
- Integrated an application that I wrote previously (File Import Tool) with Dell's ITSM 7.6 server.
- Further fixes and enhancements to the File Import Tool.
- Fixes and Enhancements to two of Dell's custom Remedy 7.1 applications (DSD and OPAS)
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08/2009 - 03/2010 | Verizon Business, Richardson, TX Remedy Developer
Primary Responsibilities:
- Implemented BMC Flashboards for the existing Remedy application.
- Built Web Service integration points into the existing Remedy application.
- Server upgrade from version 6.5 to 7.0.
- Fixes to the existing 6.5 and 7.0 Remedy servers.
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08/2008 - 08/2009 | Perot Systems, Plano, TX Independent Remedy Consultant
Primary Responsibilities:
- Enhancements and fixes to a heavily customized ITSM 7.1 application (OPAS)
- Sever Events Console: The Server Events Console collects data from Server Events, the Remedy data definitions tables & from custom data to generate a "Development Activity Report" this activity report is then organized and used as part of the team's migration plan.
- ARSperl API Wrapper Module: Wrote a perl wrapper module around the ARS perl API that reduces the complexity. (Example) querying a form and returning multiple records with multiple fields would require 300-400 lines of code. With this module it requires 5 lines.
- Folder Monitor: The folder monitor is a Perl API script with a Remedy front-end. Allows Remedy users to define server-side directories and file name patters to look for, and then uploads those files to attachment fields.
- File Import Tool: The File Import Tool (FIT) loads data from a csv file into Remedy similar to the BMC import tool but provides many advantages. FIT is available to Remedy users. FIT provides multiple data validation and manipulation options. FIT provides true merge functionality. FIT has scheduling and is automated. FIT is completely configured through a set of Remedy forms.
- CMDB 2.0: Worked with the Reconciliation Manager and the Class Manager to load data imported with the FIT tool.
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01/2007 - 06/2008 | Level 3 Communications, Denver, CO Independent Remedy Consultant
Primary Responsibilities:
- Upgrades and enhancements to custom Opportunity, Quote & Order management applications for a large telecommunications company.
- Integrations to external applications. Using web services & direct SQL.
- Custom reporting using the ARSPerl API.
- Server upgrade from ARS 6.1 to ARS 7.1
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09/2006 - 11/2006 | State of Tennessee, Nashville, TN Independent Remedy Consultant - Upgrades and fixes. ITSM 6.x
- Added customizations to the Purchase Request Module.
- Integrated the Approval Engine into the Purchase Request Module.
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06/2006 - 08/2006 | ConocoPhillips, Bartlesville, OK Independent Remedy Consultant - Upgrades and fixes to a custom Change & Asset application (ARS 6.3)
- Implemented a data-driven field auditing module.
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01/2006 - 05/2006 | Bresnan Cable, Billings, MT Independent Remedy Consultant - Design & Developed a custom Help-Desk Application (ARS 6.3)
- Remedy Change Module 6.x.
- Integration with three existing Remedy applications.
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10/2005 - 12/2005 | National Weather Service, Silver Spring, MD Independent Remedy Consultant |
11/2004 - 08/2005 | ConocoPhillips, Bartlesville, OK Independent Remedy Consultant - Custom Remedy Help-desk and Change Management applications.
- Web Services for integration to in-house applications.
- Remedy User license monitoring application (Perl)
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07/2004 - 10/2004 | HCA, Nashville, TN Independent Remedy Consultant - Custom Help-desk and Task Management applications.
- Calendar application using ASP and the ARS42i Croom component to integrate with the Remedy Task Management application.
- Integrated Remedy with Outlook in order to create an email\template system (Visual Basic 6.0)
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06/2002 - 07/2004 | Wal-Mart, Bentonville, AR Senior Programmer: Remedy Support Team - Supported the Wal-Mart Remedy server (10000+ users, 400+ applications).
- Project Manager for 3 large projects a quarter.
- Designed & implemented up to 53 application enhancements a quarter.
- Upgraded Remedy server from 4.5 to 5.0.
- Worked with Remedy employees to identify and resolve bugs in the Remedy code.
- Evaluated 3rd party products (Master AR Suite, ARS42i COM, ARutilities, Panacea)
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03/2002 - 06/2002 | Wal-Mart, Bentonville, AR Developer: Event Management Team - Supported a custom Event Management application for both UNIX and NT that was rolled out to the entire Wal-Mart chain.
- Wrote Web interfaces to the Event Management application using the following technologies- Perl/CGI, JavaScript, HTML::Template, DBI
- Enhanced the Event Management to Remedy Interface.
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12/2001 - 03/2002 | Hilti Inc, Tulsa, OK Independent Remedy Consultant - Responsible for customizing the Remedy Help-desk Module.
- Converted two Microsoft Access applications to Remedy ARS.
- Provide training and best practices document for Hilti’s in house administrators.
- Installed and configured Remedy Web interface.
- Installed Development environment and created migration scripts with Ostream Migrator.
- Developed a Visual Basic based application used to create an HTML page from the content of a record and embed that HTML into an email for remote people.
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12/2000 - 11/2001 | Herrick Douglass, Seattle, WA Senior Remedy Consultant - Implemented three custom help-desk applications and two out-of-the-box help-desk implementations.
- Developed a Palm-Pilot integration to a help-desk application that allowed roaming support engineers to log new work, update current assignments and check for new assignments.
- Enhanced a help-desk application with Crystal Reports reporting capabilities.
- Added SQL programming to a Remedy application that allowed the developer to encrypt and decrypt sensitive information programmatically.
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11/1998 - 11/2000 | Impact Innovations Group, Columbia, MD Senior Remedy Consultant Veterans Health Administration
ESS (Enterprise Support Solution)
- ESS is a Remedy enterprise support solution for the Veterans Health Administration that connected all of the support team in the US together and integrate to all of their current support tools: Remedy Web, Apropos Telephony application, NetIQ, Crystal Reports, Telamon paging server, Crystal Reports, Internally written applications and Applications that we are writing, using the Remedy API, to support various functions of the VA business.
- Pre-Development Phase: I designed and developed a demonstration support application and traveled to 20 VA locations to give a presentation to various VA representatives, highlighting the strengths of Remedy and how we planned to use those strengths to integrate Remedy into their current business practices, before requirements gathering could begin.
- Analysis Phase: Our requirements gathering sessions for the ESS system were eight one-week sessions where we met with representatives from different functional groups. Since some of the teams had never worked together before it was necessary to use many different techniques and tools to keep the teams communicating and open to each other's ideas.
- Development Phase: As lead developer it is my responsibility to manage task assignment, initiate a schedule that fosters team communication, publish development conventions (i.e. naming conventions, object id’s, documentation styles) and also guide the overall development process to use concepts like data driven functionality, proper development for easy system migration, system performance and smooth interaction between functionality developed by different people.
United States Post Office
- Integrated Crystal Reports with the Impact Innovations USPS Call center Remedy system for reporting purposes.
- Integrated the USPS system with an IVR/ACD telephony server called Enterprise Interaction Center (EIC) from Interactive Intelligence.
- Developed and demonstrated a Remedy to Filenet integration at the Impact Innovations Group booth at RUG2000.
National Defense University
- Integrated Microsoft Access 97 with the NDU Remedy system for reporting purposes.
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07/1997 - 11/1998 | NCR Corporation, Bentonville, AR Help-Desk Developer - Created an interoffice application set between the NCR Atlanta office and WGST (Wal-Mart Global Support Team) (VBA MS Access)
- Automated help-desk reporting. Reduced effort from 16 man hours to 2 man hours.
- Developed an interface between Wal-Mart’s Remedy server and NCR’s Remedy server using workflow, API’s and Sterling’s Connect:Direct.
- Administered and automated reports on a Lucent BCMS phone reports system.
- Maintained the Lucent ACD phone menus.
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06/1996 - 07/1997 | NCR Corporation, Bentonville, AR WGST Helpdesk Manager - Managed the WGST (Wal-Mart Global Support Team) Level-2 support team consisting of a staff that grew from a 10-person desk to 35 people.
- WGST is responsible for remotely supporting networks and hardware and also managing onsite support for hundreds of Wal-Mart locations in U.S.A., Canada, Mexico and China.
- Co-authored the "WGST User Guide and Procedures" manual. Documented and implemented new business rules.
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