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Remedy Products - Services: AR System (5.0), Approval Engine, Application Services, Mid-Tier, ARWeb & RemedyWeb - including customization of HTML forms, Java Server Pages (.jsp) and management. Flashboards 2.0 and FlashWeb. Beta tester for AR System 4.0.
Remedy Products - Applications: IT Service Management: Remedy Helpdesk 4.0, Asset & Change Management 4.0. Employee Workforce Automation: Purchase Requisitions 1.0. Customer Relationship Management (CRM): Service Level Agreements 3.0 BayStone BaySupport 3.2.1.
Workflow: Design, creation and modification using Forms, Active Links, Filters, Menus, Guides, Applications and Groups/Permissions. Remedy ARS Macro (create and modify) and Report generation (including Crystal Report integration w/ARS).
Client Tools & Utilities: Current versions of: ARAdmin, ARUser, ARImport, ARNotify and various Remedy Corporation and other "unsupported" utilities.
3rd Party Integration's: Include Telalert's Telamon, ServiceWare's
KnowledgePaks, NetCool by MicroMuse, Apropos,
ServiceSoft, MS Windows Applications (via DDE) and various Windows NT and UNIX-based
scripts (including shell scripts, Perl, ARSPerl and PHP).
Skilled in requirements gathering and development of Application Analysis documents. Experienced in all phases of workflow and business rules design, project architecture, management and planning. All facets of documentation including workflow, entity relationship diagrams, design specifications as well as documentation for end user and administrators.
- UNIX: (Sun Solaris, HP UX, Linux, etc.) General System Administration including Apache web server, ipchains firewall configuration, sendmail, cron jobs and disk utilization. Various client tools including email (Pine & Elm), WWW (Lynx), Text Editors (vi & pico), Gopher, Telnet, FTP, USENET newsgroups (tin, trn & pine).
- Windows: (4.0 & 2000) including Internet services (IIS) and Exchange Mail. General administrative functions including user set-up, event management, service administration and managing data integrity.
- Databases: Oracle (through 9.x), Sybase, Microsoft SQL Server (through 7.0) & MySQL.
- Languages: Experienced in HTML, JavaScript, TCP/IP, Networking, NT Remote Access,
Novell (IPX/SPX), ISDN, Perl/CGI and PHP. HTML
editors (in addition to straight text) include Microsoft Frontpage and MacroMedia Dreamweaver Ultradev.
- Enhancing Workgroup Performance - Performance Leadership Group: November 2005, Edmonds, WA
- Strategic Leadership Program (SLP) - University of Washington: September 2005, Seattle, WA
- Certified ScrumMaster - As Taught by Ken Schwaber: September 2005, Redmond, WA
- Remedy Users Group (RUG): July 2005, San Jose, CA (attendee)
- AR System 6.x: Application Requirements Analysis, Design & Development: May 2005, Pleasanton, CA
- AR System 6.x: Administering - Part 3: April 2005, Pleasanton, CA
- Microsoft Solutions Framework (MSF) Training Seminar: 2000, Austin, TX
- Remedy Users Group (RUG): 1998, San Francisco, CA (attendee)
- Remedy Action Request System Administrator training program: May 1996, Mountain View, CA
- Bachelor of Science, Business Administration, 1987 Aquinas College, Grand Rapids, MI
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