Jeff Hand

Developer and operations specialist in an exciting and challenging environment. Point of contact for all Remedy related development tasks and operational/maintenance items. Completed a challenging development task related to custom email notifications. Scoped the project and worked with management to successfully complete the project on time and within budget. Created several custom workflow items to improve efficiency and performance of the system.

Worked in an operational and development capacity in a fast paced environment. Successfully met project deadlines of major releases related to mobile devices and carrier requirements. Configured ITSM 8.1 test environment within a very tight timeline. Responsible for loading of all configuration and process data into existing ITSM as well as new CLM environments. Member of the development team dedicated to resolving quick actionable customer requests. Completed several items that improved customer experience and performance.

Remedy ITSM Lead of 4 skilled individuals. Worked in a very dynamic setting where several challenges were encountered due to the business strategic direction. Upgrades to the system were required to accommodate the new ADDM/BPPM technologies. Successfully co-ordinated and performed the upgrade to meet the project deadline. Completed several custom workflow tasks which improved tool efficiency and user acceptance. Worked with process owners to prioritize and mitigate risk of in-coming development requests. Technical lead of the Emergency task force organized to correct performance issues related to the Remedy application. Received the Best of the Best award for my efforts in resolving the issues.

Lead developer in the redesign of an existing Change Management Module to operate across the entire enterprise. Attended project meetings to build requirements. Designed and implemented the new custom workflow. Developed and integrated a Problem Management Module within the existing ITIL based Remedy/Viadyne (EIT) solution. Responsible for the design and development of a Web Service bridge that communicates with vendors outside of the organization. Was the technical representative for process meetings which included conducting definition sessions and documenting deliverables.

Developed and implemented multi-Ministry access to the Remedy based Service Management system (EIT) that included over 200 forms. Involved configuring all the forms for row-level access and configuring the tool for multi tenancy. Managed a Release Management project that followed the software development life cycle model. Responsibilities included the requirement gathering, design, development and implementation of the custom module. Designed several new features which increased efficiency of Asset/Release/Fleet/Incident/Change Management Modules.

A member of the IBM Global Services division responsible for the BMC Remedy offerings. Dynamic work environment that allowed me to develop, train and implement solutions. Created several custom Remedy modules for a large and important customer. Acted as the Project Manager and Technical lead on the engagements. Successfully trained 170 students in the operation of a custom Remedy Change Management tool for an important and large customer. Followed the ITIL framework to deliver the Change procedures and processes. Responsible for course development and session planning. Responsible for the successful migration of Remedy ARS 4.5 to Remedy ARS 5.x at a large hotel chain. Lead a team of four in the migration and installation of Remedy ARS 5.x and ITSM 5.5. Assisted in the new server build and performed the installation of the ARS and ITSM applications. Imported Foundation, Process and historical data into the new ITSM 5.5 application. Created the implementation plan and migration schedule that allowed for the successful completion of the project.

Responsible for design and maintenance of Remedy 4.03 and 4.5.2 schemas. This included developing, installing, and customizing Remedy related applications, integrating Remedy solutions with 3rd party software, and providing related skills transfer to customers.