Remedy/ITSM Administrator
Fusion
(Internet and Information Technology, 250-500 employees)
Skills
Solid experience in Administration/Maintenance of BMC Remedy products (up to v18.5) including CMDB, ITSM Stack. Very Good knowledge of Dicovery ADDM and reasonable knowledge in Smart IT, DWP and DWP Catalog, RSSO on both Unix/Windows and SQL Server/Oracle platforms. Good knowledge of ARS Server optimization and performance tuning to deal with increase in data volume and users. Also involved in Implementations and Migrations, Corrective and Adaptive releases at a technical and managerial level.
Project history
07/2019
-
Present
Implementation of a new ARS Platform/ITSM v19.02 in a Load Balanced Server Group environment along with CMDB, Smart Reporting, SmartIT, DWP and DWP Catalog v19.02. Integration with Exchange Server, Remedy Single Sign On (RSSO) as well as integration with LDAP for User Profile sync through Pentaho Jobs.
Upgrade ARS Platform/ITSM 9.1 to v18.05, Upgrade SmartIT 1.4 MyIT and Service Broker 3.3 to SmartIT, DWP and DWP Catalog v18.05. Reconfigure integration with SSL Connector/RSSO Agents.
Migrate SmartIT/DWP Social data and Customisations. Reapply DWP branding, Configure Catalog section and DWP features. Integrate SmartIT with Midtier and Smart Reporting.
09/2017
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06/2019
Remedy ITSM/ADDM Administrator
BBVA Bank - Serban
(Banks and financial services, 5000-10.000 employees)
Provide administrative functions for all changes within the Remedy infrastructure and its respective components including ITSM8.1, Mid-Tier, CMDB, Approval Engine, Email Engine Atrium Orchestrator7.6 and Pentaho transformation jobs.
Troubleshoot, debug and resolve all system support errors and investigate and analyse performance issues impacting production databases and server group nodes.
Maintain version compliance with current OS/DB updates including ARS server, Mid-Tier, client engines and Atrium Orchestrator.
Develop corrective fixes to remedy workflow and integration interfaces including data import scripts and Web Services.
Export, migrate and promote corrective/adaptive development changes to Test and Production environments.
Provide ADDM Administration and Monitoring of Discovery Jobs and maintain TPL Pattern for corrective ADDM data model to CMDB CDM mappings. Populate and maintain the integrity of the CMDB in accordance with CDM Model, including normalisation and reconciliation processes.
Provide cohesive and comprehensive documentation in the form of technical solutions/documents and user guides.
Provide day to day user support and act as first point of contact with internal and external stake holders, carry out second and third level problem investigation from analysis to final resolution.
11/2014
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08/2016
Remedy Administrator
Telvent Global Services
(Internet and Information Technology, 1000-5000 employees)
Manage changes and administer all aspects of Telvent and their INDITEX client’s remedy/ITSM application (one of the biggest retailers worldwide), carry out minor ITSM 7.6.4 and 8.0 customisations, Other main responsibilities included:
Assist and advise with on-going performance improvements and development work.
Carry out scheduled maintenance and release deployments, patch implementation and new BMC products installation.
Configure, test and deploy a cloned Linux machine to act as a 3rd node in a server group for performance improvement.
Carry out regular optimization and performance tuning procedures to deal with the increase in data volume and application users.
Monitor and Administer ADDM v10 discovery tool and data sync to the CMDB and apply new upgrades, releases and patches.
Migration of remedy 8.0 servers from Linux5 to Linux6.
01/2012
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09/2014
Remedy Technician and Project Coordinator.
OHIM
(Marketing, PR and Design, 5000-10.000 employees)
Perform various tasks associated with requirements analysis, development, configuration, implementation, testing, and maintenance of Remedy ITSM application as well as coordination of various project activities.
Provided technical assistance in the migration of Service Desk from 5.6 to 7.0 As well as configuration and adaptation of Work Order Management and SRM version 2.2.
Prepare and deploy forms and customised workflow for Service Request Management and Help Desk.
Installation of delivered customisation in QA and UAT environments for functional, regression of Help Desk, SRM and Work Order Management Modules.
Participation in the corrective and adaptive releases of the Remedy Server and ITSM applications at a technical and management level.
Prepare Release Notes, Launch Plans and Test Plans, and provide support to Quality Assurance, Production teams and Stake Holders.
10/2008
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09/2011
Remedy Administrator
Fujitsu Services
(Internet and Information Technology, >10.000 employees)
Assigned as a post implementation consultant at a major Fujitsu client, overseeing the day to day running of an ITSM7.1/ARS7.1 application in a Windows 2003/SQL server 2005 environment, encompassing CMDB3.2, Service Desk, Asset and Change Management, SLA and Mid-Tier.
Provided administration configuration customisation and maintenance. Performed AR System database migration. Tested and applied Remedy server and ITSM patches.
Set up a UAT environment for unit, module and user acceptance testing to guarantee maximum robustness and functional availability for production deployment.
Integrated Remedy/ITSM with SMS, SAP, LDAP, Exchange server and other external systems and data sources.
Interact with project managers to address business needs. Code, test and deploy new Remedy objects and workflow, to incorporate new user requirements and services. Prepare and maintain technical and user documentation.
Carry out performance and tuning procedures to resolve performance issues.
Extend the CMDB CDM model with new classes and attributes. Configure AIE exchanges and mappings to populate the CMDB with CI data and relationships. Set up CMDB reconciliation jobs to populate the production Dataset.
I have also performed a substantial amount of administration and maintenance work with ARS7.6/ITSM7.6/SRM7.6 for a period of six months, and quite familiar with the overall architecture.
05/2006
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09/2008
Remedy Technical Engineer
IECISA
(Internet and Information Technology, 1000-5000 employees)
Set up and configure ITSM6.0 in a DEV environment. The ITSM6.0 suite runs on an MS 2003/Oracle 9i platform.
Configure Remedy AREA LDAP and ARDBC to validate user logins against LDAP and download user's profiles. Load ITSM6.0 CMDB repository with SMS data using EIE data exchanges.
Develop an interface of Oracle Views to expose ITSM6.0 data to a SAP application.
Build a test environment for ITSM7.0 as a preparation for ITSM6.0 to ITSM7.0 Migration. This includes installation and configuration of ARS7.1 server, Mid-Tier, Email Engine, CMDB2.1, and ITSM7.0 suite.
Administer development and production environments. Customise, test and apply BMC Patches.
MINISTERIO DE ADMINISTRACION PÚBLICA.
Remedy server 7.0 and client’s installation and configuration. Remedy LDAP configuration. Set up an LDAP Interface for importing user profiles to the remedy system forms.
Build and configure a development server environment with all remedy components.
Migrate Inventory data from a legacy system. Development testing and production deployment of CAU (Centro de Attencion de Usuario) application.
Apply major changes to the application to accommodate MAP (Ministerio De Administracion Publica) processes of incidents and inventory management.
Development and Integration of Crystal Reports.
02/2003
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02/2006
Remedy Technical Engineer
BMC Software
(Internet and Information Technology, 1000-5000 employees)
Provided technical support to external customers and partners, and internal consultants in Europe and MEA in Remedy Applications suite ITSM 5.x, 6.x and 7.x. This included Help Desk, Asset Management and Change Management.
Supported Remedy products (5.x, 6.x, 7.x) running on UNIX (Solaris, HP-UX, AIX), Windows (NT, WIN2K, XP) on Oracle, MS SQL and Sybase RDBMS.
Resolved a wide range of problems dealing with servers, clients, databases, workflow and Email Engine installation & configuration.
Built end user environments on test machines for troubleshooting and Reproduction of software defects. Worked in a team environment to resolve technical issues, which ranged from installations upgrades and configuration to performance tuning. This also included group discussions of complex issues, mentoring junior colleagues, creating knowledge base entries.
Local Availability
Only available in these countries:
United Kingdom
Very flexible in terms of travel withing Europe and elsewhere as well as change work location.
