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Andrew Nelson - Remedy DeveloperStreet Address  Holly AveFairfax VA, Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLEStreet Address -TodayHPE/DXC/Persepcta/PeratonSr. Remedy Developer for DHSEOD Clearance8/2012-2015ActioNetRemedy Developer for Department of TransportationProject work includes: Designing, Implementing & Customizing Remedy Modules & ARSystem, enhancing existing capabilities & creation of new capabilities to better meet clients business needs. Upgraded clients Remedy system from 5.5 to 7.6.3, importing key data, forms and workflow from the old system to the new. Worked with Federal Asset Team to import and track (In Remedy) newly purchased assets, as well as the discovery, importation and creation of existing Assets that were not yet being tracked in Remedy. Creation and distribution of both scheduled and on the fly ad-hoc reports. Reengineering of business processes to better suit clients evolving needs, and the creation of workflow in Remedy to help enforce those business processes at the software level. 24/7 Monitoring and troubleshooting of Remedy systems, and effecting timely fixes on over 22 servers as needed.5/2011-8/2012Capstone CorpRemedy Engineer & Developer for National Archives IIProject work included: Service Desk Planning, Development & Implementation Remedy Admin (6.3, 7.5) Remedy Application Support and Design Service Desk Workflow Design & Implementation Report Design, Distribution & Metric Analysis Trend Reporting & Analysis SQL Integration with Remedy (7.5) Set up and design of Remedy Lab for Applications & Patch testing. Crystal Report design & distribution Assisted with Remedy 6.3 to 7.5 migration3/29/10-5/2011Deloitte Consulting LLPFederal Technology Strategy & Architecture ConsultantProject Work included: Service Desk Planning, Development & Implementation Technology Consulting Service Desk SOP Development & Implementation Service Desk Workflow Design & Implementation Report Design & Metric Analysis Trend Reporting & Analysis Remedy Admin (v7.06, 7.2) Process Engineering/Re-engineering10/30/2009 - 3/26/2010Service Desk Admin, Developer & ManagerECSServed as Service Desk Admin, Developer & Manager for the USPS-OIG's Service Desk providing on-call, desk-side and email support for over 1200 users nationwide. Duties included, but are not limited to: Was solely responsible for development and implementation of workflows & tiered escalation structure for the GWI Ticketing System, in addition to ongoing process improvement of the service desk structure. This has drastically improved efficiency, response time, and documentation. Was solely responsible for the upgrade, development and implementation of GWI service desk versions 6,7,8,9 Creation and distribution of weekly, monthly and on-demand SQL Reports for metrics, performance analysis and decision-making purposes. Performs trend analysis and reporting to identify systemic and potentially systemic issues. Discerns the root cause of said issues and effects appropriate and timely solutions. Serves as mentor, technical resource and escalation point for service desk technicians. Serves as quality control technician for outgoing laptops & desktops. Serves as primary point of contact for all local printer issues in Rosslyn. Duties include diagnosing issues, local & network setup, repairs and maintenance. Developed SOPs and best practices for the OIGs Service Desk. Trains new and existing Service Desk agents in SOP's and best practices. Proposed development of The Help Desk Knowledge Base to upper management and was granted the roles of primary designer, contributor, and moderator. Interfaces daily with the USPS OIG's network, telecom, and server teams. Leads by example and assists other technicians to provide timely resolutions to customer issues. Interfaced with BMC and OIG personnel regarding possible transition to a Remedy Service Desk & Asset Management environment.3/2008-10/2009Service Desk Admin, Developer & ManagerLockheed MartinServed as Service Desk Admin, Developer & Manager for the USPS-OIG's Service Desk providing on-call, desk-side and email support for over 1200 users nationwide. Duties included, but are not limited to: Was solely responsible for development and implementation of workflows & tiered escalation structure for the GWI Ticketing System, in addition to ongoing process improvement of the service desk structure. This has drastically improved efficiency, response time, and documentation. Was solely responsible for the upgrade, development and implementation of GWI service desk versions 6,7,8,9 Creation and distribution of weekly, monthly and on-demand SQL Reports for metrics, performance analysis and decision-making purposes. Performs trend analysis and reporting to identify systemic and potentially systemic issues. Discerns the root cause of said issues and effects appropriate and timely solutions. Serves as mentor, technical resource and escalation point for service desk technicians. Serves as quality control technician for outgoing laptops & desktops. Serves as primary point of contact for all local printer issues in Rosslyn. Duties include diagnosing issues, local & network setup, repairs and maintenance. Developed SOPs and best practices for the OIGs Service Desk. Trains new and existing Service Desk agents in SOP's and best practices. Proposed development of The Help Desk Knowledge Base to upper management and was granted the roles of primary designer, contributor, and moderator. Interfaces daily with the USPS OIG's network, telecom, and server teams. Leads by example and assists other technicians to provide timely resolutions to customer issues. Interfaced with BMC and OIG personnel regarding possible transition to a Remedy Service Desk & Asset Management environment.1/2007-12/2007Remedy Developer & Administrator, Trainer & Remedy SMESAIC Planned & created a functional service desk for the Networx PMO. Served as Remedy Systems Administrator & Developer for the Networx PMO. Installed, configured, developed and maintained Remedy (v6,7) Service Desk/Crystal Reports/AR-Server. Developed and implemented Remedy Software upgrades, modifications and workflows based on requirements from government customers. Trained & mentored Tier 1, 2 and 3 agents in the use and application of the Remedy Service Desk software. Served as technical adviser and Remedy subject matter expert during change implementation meetings with government customers. Conducted SAT/UAT testing on all workflows and structural changes to the Remedy Service Desk Suite. Developed and distributed custom Crystal Reports on a weekly, monthly and as-needed basis for metrics purposes. Created and maintained functional knowledge base of all reported issues & resolutions. Monitored and configured Lotus Notes and Domino server.2006Remedy Administrator/Developer & Network Support TechnicianRed Tech Created a functional service desk providing support to 350 end users in a corporate enterprise environment. Created, developed and implemented functional workflows for problem resolution and management. Developed, configured and implemented help desk software (Remedy) Created and deployed workstation images and software packages in a mixed Novell/Windows environment. Served as primary technical point of contact for network infrastructure support. Installed and supported cat5/6 & fiber runs, data drops, network printers & scanners, routers, blades, load balancer's, switches, PBX and telecom terminals, racks, IDF's, patch panels, UPS, temperature sensors, plasma & lcd monitors, security cameras and key code/Kastle locks, video teleconferencing equipment, DS3 & T1, WAN and other duties as needed.2005-2006Lead Systems & Field EngineerHewlett Packard Lead Systems Engineer for joint project between Bank of America and Hewlett Packard. Refreshed all existing network infrastructure for Bank of Americas East coast branches. Upgraded current equipment from OS/2 & Co-Ax environment to Windows 2003/XP and Ethernet environment. Surveyed all existing banks in order to determine length of cable runs, location of data drops, amount of hardware to be shipped/installed, and the labor force required to perform network and hardware refreshes. Led teams of technicians and managed logistics of equipment delivery and return. Lead engineer for secondary contract focusing on ATM installation and hardware relocation. Developed support desk for ATM relocation project utilizing Magic (Remedy Express).CertificationsLean 6-Sixma White/Yellow/Green BeltITIL Foundations v2, v3, v4MS Visio for Engineering ApplicationsGWI/iSupport v6,7,8,9Remedy Dev.MS-Hyper-VVisio for EngineersVMwareServiceNOWEducation & Languages:Pharmacy Program 1996-2000 NVCC Annandale/Shenandoah, VA.Currently hold and maintain National Pharmacy Board Credentials & CertificationFrom 1992-1994, completed 36 credit hours of Non-Credit Computer Repair & Maintenance Classes from the University of Hawaii.Conversational Japanese, Korean, Norwegian