Remedy Developer II
Countrywide Financial, Dallas, TX

First six months, worked as Contractor for Countrywide through MGA Employee Services.

Work with team of four Remedy Developers and two India-based Remedy Administrators to maintain and enhance two separate Remedy systems. Coordinated activities with separate Business Analysis and Quality Assurance teams based in Arizona and California to develop workflow from gathered requirements, and ensured enhancements met the high quality standards set by the company. Provided documentation and necessary backup support required by Systems Management team to implement changes and enhancements into the company’s Production environment.

Development, implementation, administration and support of Remedy and SQL Server applications used for internal employee support, project and CMDB/Asset management. Customization of both Remedy application and SQL Database to work with IT department’s business rules and processes.

Enhanced existing custom applications developed in-house by previous development staff members. Custom applications included systems such as Branch Logistics, IT Standards and Requests, integration between the two Remedy systems, and automated alert notifications from email and Network Management Systems, such as NetIQ and Netcool.

Upgraded existing custom interface developed in SQL between Remedy database and PeopleMart data warehouse containing support information for Countrywide employees and contractors. Enhancements included the expansion of data imported in Remedy system, performance and data standardization.

Senior Remedy Developer
Emerging Health Information Technology, Yonkers, NY

Development, implementation, administration and support of Remedy and SQL Server applications used for internal employee support, project and inventory management. Customization of both Remedy application and SQL Database to work with MIS department's business rules and processes. Analysis of MIS department processes and procedures for possible further integration and customization of the Remedy application.

Upgrade existing custom, non-relational Remedy database to use new relational Remedy database and workflow software packages. Cleanup existing MS SQL database to remove duplicate and erroneus entries within the inventory management database.

Implementation, training and documentation of product usage for Remedy Help Desk, Change & Asset Management suites, cutover of pre-existing system, and ongoing support for business results.

Provided documentation and training of roughly 300 MIS support personnel on how to access and use the new system.

Design, development, and implementation of:

• Change control procedures for enhancements to existing applications and associated workflow.
  
• Security procedures for Remedy applications, MS SQL databases, and application hosting NT server.
  
• Backup and disaster recovery procedures for MS SQL databases and hosting NT server.

Evaluation of :

• Barcode scanning software and palm pilots for integration into Remedy application with emphasis on asset management and inventory tracking.
  
• Web-based solutions for both Remedy application and MS SQL database for remote users and online reporting methods.
  
• HP Openview and Compaq Insight Manager Network Management Systems for possible integration into Remedy application for improved problem tracking and performance monitoring.

Implementation of existing MS Access database into Remedy application used for tracking scheduled Operation group changes (Opersched).

Coordinated and trained an assistant Remedy developer in Remedy application customization, database administration, backup and server maintenance.

Remedy Developer
Clearwire Technologies, Inc.,Arlington, TX

Supervised the administration, development, implementation, and support of Remedy and Oracle applications.

Performed database and system administration activities including, but not limited to, documentation, quality assurance, and training. Facilitated the product usage of Remedy CRM Customer Support, by documenting procedures and providing in-house training and ongoing support for the new system.

Designed, implemented, and administered:

• HTML-based web interface for Remedy using CRM Web for use as a self-service site for Clearwire's customers.
  
• JSP-based web interface for Remedy using AR Web 4.0 for use by Clearwire's partners and field engineers.
  
• Java-based web interface for Remedy using Remedy Web for use as auxiliary Remedy access for remote employees and users who do not have the Remedy client installed onto their computers.

Designed and implemented:

• Change control procedures for enhancements to existing applications and associated workflow.
  
• Security procedures for Remedy applications, Oracle databases, and application hosting Sun server.

Evaluated:

• Network Management Systems (NMS) for potential integration into the Remedy and Oracle applications. Perform integration of the purchased NMS product once evaluation period has been completed.
  
• Remedy Help Desk, Asset Management, and CRM Customer Support applications for use within Clearwire's OSS and IT environment.

Implemented 6 Microsoft Access databases into a Remedy/Oracle solution while retaining and improving upon pre-existing workflow and procedures.

Participated in ERP support team for evaluation of the Order Management, Inventory, Billing, Service Provisioning, Projects, Financials, and Customer Care modules for Clearwire Technologies

System Administrator (Remedy Developer)
BroadbandNow, Inc (formerly I3S, Inc.), Dallas, TX

Built expertise with internal applications, including Remedy & Portal, used to support subscriber services and trouble management.

Designed, developed and implemented:

• Remedy workflow changes in accordance with updated processes within the Customer Care, Engineering, and Information Technology Departments.
• Remedy forms, active links, filters, and guides to fully use Remedy and meet the data requirements set forth by the Customer Care, Engineering, and Information Technology departments.
• Reports using Crystal Reports and Remedy reporting tools & publish selected reports to company Intranet site as required.

Maintained and troubleshot Remedy issues on both production and development Remedy ARS and AR Web servers.

Recommended and implemented fixes to known Remedy bugs and upgrades to keep system running at maximum efficiency.

Used Remedy Migrator 3.0 and Remedy Import tool to implement new and updated workflow from the development to production servers.

Maintained user Ids & permissions for end users of Remedy, Portal, NT, and Exchange applications.

Ensured backup and restore processes are developed and followed throughout the internal corporate network.

Provided backup support for other system administrators in the IT department.

Administration and maintenance of production ARS 4.00.3 and AR Web 3.0.2 servers and development/test ARS 4.5.1 and AR Web 4.0 servers.

Coordinated upgrade of production AR Web 3.0.2 server to AR Web 4.0.

Network Analyst
MCI WorldCom Systemhouse, Dallas, TX

Technical Support Representative
Stream International, Dallas, TX