SKILLS
Project Management, , Structured Development Life Cycle Methodologies, Technical Support, database performance tuning, Windows 2.0 - XP, Requirement Analysis, Solution Designs, Enterprise Integration, documentation, creation of training materials, API programming.

SOFTWARE/LANGUAGES
Remedy ARS 3.x - 5.x, Migrator, ITMaster Suite, HelpDesk, Asset Manager, Remedy MidTier, Remedy ARWeb, Remedy Web, Microsoft SQL Server, Java, JSP, SQL, Oracle, MySQL, ARNIE, Visio, Microsoft Project, Rational Rose, UML, RUP, AssetCenter 3.6

HARDWARE
Sun Microsystems, Microsoft Windows, Hewlett Packard, IBM, Apple Macintosh

OPERATING SYSTEMS AND SERVERS
Sun Solaris, Windows NT/95/98/2000/XP, Red Hat Linux, HP UX, IBM AIX, Apache Web Server, Netscape Enterprise, Microsoft IIS, Remedy ARS, Tomcat, Veritas,

CERTIFICATIONS
Remedy User, Remedy Admin, Remedy Advanced Topics, Remedy Performance, Remedy Application Development and Design.

EXPERIENCE

Rigid Systems, Inc. 02/2004 - Present
Sr. Consultant
Perform consulting service for various clients at different locations around the United States. These services include Business Analysis, Project Management, Software Development, Testing, Planning, Sales, and other consulting related duties as required.

Palm Beach County 1/2004 � 02/2004
Sr. Remedy Developer (Consultant)
Performed installation and customization of Remedy ITSM 5.5 with ARS 5.1.2 on Solaris/Oracle platform. The system was designed for a medium sized help desk with approximately 500 users across multiple divisions of the county government.

Adelphia Communications, Inc. 2/2003 - 06/2003
Project Manager
Perform Project Manager functions as they relate to software and hardware implementation in the IP Data Center. Managing multiple internal customer and vendor relationships. Project planning, documentation, budget analysis, and product presentations. I was responsible for training the development team on Remedy and Database skills, including migration and clean up of old data for import into the new system.

NiSource, Inc. 10/2002 - 02/2003
Lead Business Analyst (Consultant)
Tasked with analyzing systems and resources to determine work flows, human processes, skills matrices and analysis, in order to stream line the activities and staffing of the Enterprise IT Technology Store. This includes analyzing Peregrines Asset Center and its integration with other enterprise systems including SMS, PeopleSoft, Remedy, Web interfaces, Lotus Notes and various network tools. Analysis of integrated data sources utilizing PL/SQL, Access, Excel, Migrator, and various database platforms. I also acted as mentor and lead to others within the organization for issues relating to restructuring human processes and use of applications to achieve "Best Practices" goals.

Regions Bank 9/2002 - 10/2002
Lead Remedy Developer (Consultant)
Responsibilities included developing a web based project management and time tracking system, using Remedy ARS 5.1, Mid - Tier, Win2k and MS SQL Server. This included all phases of the software development life cycle, including Requirements Gathering, Solution Design, Development, Documentation, Implementation and Testing. I was Lead developer with mentoring and training responsibilities for 2 other developers.

Adelphia Communications, Inc. 1/2002 - 9/2002
Sr. Business Analyst / Developer
Performed analysis of current business practices as they relate to the High Speed Data Call Centers. Design and code solutions in Remedy ARS 5.0 to streamline processes and minimize Average Handling Time for Customer and Technical Support personnel. I was also responsible for analysis and design of network tools set, serving as a diagnostic aid in resolving customer issues. Lead Developer with 7 direct consulting reports and System Architect for high profile enterprise application designed to interface customer support systems with billing platforms and network discovery tool sets. This included analysis of data and integration of systems using Java, SQL, MS Office Tools, and VBA.

High Speed Access 11/2000 - 11/2001
Sr. Software Developer (Consultant)
Responsible for developing on a Remedy ARS 4.5 application for cable modem and DSL users. Involved in requirements gathering, work flow modeling and Remedy Web and ARWeb Enterprise integration. Converting Remedy 3.0 to 4.5.2 and general architecture of system on Solaris and NT/2000with Oracle 8.0.5 database

AT&T Broadband 8/2000 - 11/2000
Sr. Remedy Developer (Consultant)
Implementation and customization of Remedy HelpDesk 4.0, Asset Management 4.0 and Remedy Web for the Enterprise Support Service help desk. This project includes customization and re-engineering the "out of the box" product to fit the business rules, workflow and requirements set forth by AT&T. This project utilizes Solaris, Oracle, ARS 4.5 and Apache Web Server.

Gates Rubber 6/2000 - 6/2000
Sr. Remedy Developer (Consultant)
Reverse Engineering of current Remedy ARS 3.0 system and Re-Engineering system to function in ARS 4.0 environment for an internal help desk.

GE Lighting 6/2000 - 10/2000
Sr. Remedy Developer (Consultant)
Implementation of Remedy HelpDesk 4.0, Service Level Agreements 4.0, Asset Management 4.0 and ARWeb 3.0 for the divisions internal help desk. This project also included customization and re-engineering the "out of the box" product to fit the business rules and requirements set forth by GE. This project utilized Windows NT 4.0, Windows 2000, Oracle, IIE, MS Access and integration with other HP-UX Enterprise systems.

MediaOne 4/2000 - 6/2000
Sr. Remedy Developer (Consultant)
Development of internal Remedy 4.0 system for provisioning of HSD, POTS, Cable and other products. This system was designed and initially coded in MS SQL Server on NT platforms, then ported over to Solaris, Oracle. Responsible for introducing junior developers to SDLC process and adherence to structured programming methodologies.

Qwest 3/2000 - 4/2000
Sr. Remedy Developer (Consultant)
Responsible for developing a Remedy ARS 4.0 application for 500 plus internal help desk users. Am also involved in requirements gathering, workflow modeling and JTicket/ARWeb Enterprise integration.

MapQuest.com 12/1999 - 3/2000
Sr. Project Manager/Remedy Developer (Consultant)
Duties include designing a Customer Relationship Management solution in Remedy Action Request System. This includes defining service levels, workflow, escalations and internal procedures. I was responsible for evaluating commercial helpdesk Software and recommending a solution. This recommendation included Hardware, Enterprise Systems, Knowledge Base selection, data migration and sizing of hardware for storage of records. Also designing an interface for the companies Advanced Reporting and Automatic Provisioning System using UML and standard database normalization and design.

 Astracon, Inc. 9/1999 - 12/1999
Lead Technical Support Architect (Consultant)
Duties include designing a Customer Relationship Management solution in Remedy Action Request System. This includes defining service levels, workflow, escalations and internal procedures. I am responsible for creating a WWW solution for our customers to submit requests for information, including building and configuring firewalls, Solaris servers, WWW, FTP, knowledge base and active web pages. My secondary duties are to act as a relationship liaison between our customer base and the Engineering staff, translating technical solutions to end-users.

MCI Worldcom 7/1999 - 9/1999
NGSN 4th Level Support (Consultant)
Provided expert level support to user of the Next Generation Service Node. Built a simple issue-tracking tool in Remedy ARS 3.2. Developed support department skills matrix and cross training process. Creating and editing technical white papers and training materials for Technical Support Engineers and end users of product.

Advanced Software Technologies, Inc. 3/1998 - 7/1999
Lead Technical Support Engineer
Duties included providing technical support to internal and external users. Answering users questions as they related to Object Oriented Analysis and Design, C++, Java, IDL, Networking on both NT and Unix platforms, Perl scripting, UML syntax and general usage of GDPro (round trip software engineering application, similar to Rational Rose). Designed and built an issue tracking tool in HEAT and Remedy ARS. I was also responsible for creating user documentation, development of customer relations, sales support, implementation planning, software testing, building release versions, and presenting customer feedback surveys to departmental Directors.

Tech-Pro Inc. 11/1997 - 3/1998
Consultant
Assigned to a project where my primary responsibilities were to design IT management solutions IT Department of ICG Communications. This included design of an MS Access database to store equipment and inventory specifications, creating multi-page ODBC linked Visio drawings of network equipment and computer room floor plans, publishing HTML versions of automatically updating Visio/ODBC Drawings. I also held the position of Project Lead over ten other consultants and employees. In this capacity, I was responsible for coordinating all phases involved with consolidating several data centers into the new corporate headquarters. Utilizing MS Project, I evaluated such aspects as budget, man hours, delivery schedules, etc.

TCI.NET 3/1997 - 10/1997
Electronic Communications Analyst (Consultant)
Charged with the design and implementation of all eCRM channels to provide customers with an alternative means of obtaining service and technical support. This included both the company's internal network and utilization of HTML, Java and database applications over the World Wide Web. Other responsibilities include design of reporting structures, creation of flows and procedures and presenting plans and ideas to a corporate audience.

PacerCats, Inc. 1/1997 - 3/1997
Technical Support Analyst (Consultant)
Responsible for installation and support of hardware and software relating to the TIMS theater and stadium point of sale systems. These included installations of NT Servers, network components, ODBC, MS SQL Server, and training of theater personal on back office utilization of product. I was also responsible for Customer Management and Critical Site Recovery for the fortune 500 clients.

Teletech, Inc.. 1/1996 - 1/1997
Lead Technical Support Engineer
My responsibilities included receiving, review, research and response to customers concerns and questions for the operation of various Internet Service Providers. I also assisted customers with connectivity and configuration of hardware and software. Answered inbound technical support questions. Responsible for performing administrative and reporting tasks as needed. Training of Technicians and Customer Service Representatives.

AFFILIATIONS
Software Support Professionals Association Member, Java Developers Community, Rocky Mountain Remedy User Group.