1. SUMMARYOR EXPERTISE:
Overthe 10 yearsI've beenworkinginthe BMC Remedyspace andI've acquiredanddevelopedvery
in-depthandextensive knowledge,experience andexpertiseinRemedyandRemedymodules.My
expertiseincludesbutnotlimitedtothe following:
REMEDY SUPPORT:
Day to day Remedysupportwhichincludesdealingwithandtroubleshootinganyissuesoccurringon
the following:
 RemedyApplication
 MidtierApplication
 Remedyrelatedissuesoccurringonuserslocal machines
 Workflowrelatedissues
SYSTEM OPTIMIZATION:
 OptimizingRemedyApplicationandMidtierserverstoperformultimatelybymeansof
propersystemconfiguration,analysis, systemfilesconfigchangesandworkingin
conjunctionwiththe DBAs forDB serverperformance optimization.
 Workingwithhardware andVMinfrastructure teamstomake sure that Remedyservers
resourcesare optimallyallocatedinorderto give Remedyserversthe bestperformance
abilityusingnecessaryperformance monitoringtools.
 Performedsystem in-depthdebuggingandloggingvia3rdparty software applications for
detectionof systembugs.
 CoordinationwithBMCon knownbugs/issuesandapplybugfixes/service packs.
 Workingwithotherteamsforsystemstresstesting.
 Archivingof Remedydata.
 Systemclean up.
DEVELOPMENT ANDCUSTOMIZATIONS:
Overthe 10 yearsof specializingwithRemedyI've done alotof Remedydevelopmentswhich
includes some of the following:
 BuildingcustomEventManagementmoduleinRemedy.
 Builtcustommultitenancy feature inRemedyv6.3before thisfeature waslateron
introducedbyBMC in Remedyv7x.
 BuiltcustomsequentialTaskManagementmodule forIncidentManagementmodule on
v6.3 whichwaslateron introducedbyBMC inITSM V7x.
 DevelopedacustomService Level ManagementonRemedyplatformforone of TuringSMI
customers.
 BuiltCrystal ReportforRemedy.
 Developedcustomformsandjoinformsforveryspecifictype of reportinge.g. How many
time a tickethoppedbetweenindividualsandsupportgroups,how much time eachuser
spentonany particularticket,how longeachticketspentona particularStatusetc.
 ExperiencedindevelopingcustomapplicationsinARSRemedyandcustomizingthe ITSM
modulesasperclientsrequirements.
 Proficientindesigningandconfiguringworkflow objectsFilters,Escalations,Activelinks,
Menus,Web-servicesandSRMformdesigningasperbusinessrequirements.
 Developed lightandalotmore userfriendlyticketloggingfrontpages.

2. OUT OFTHE BOX REMEDY APPLICATIONS(ITSM,CMDB,SLM, SRM etc.):
 RemedyAdmini.e.Systemconfiguration,Dataadmin,creatingandmaintainingRemedy
foundationdata(Operational &ProductCategorization,People Data,OrganizationStructure,
SupportGroups,Templatesetc.) usingDataManagementtool, DataImporttool andmanual
entriesof data.
 Trainedclient'sRemedyandITSMprocesstrainers.
 Givingsupportandguidance toRemedyITSMapplicationusers.
 Made customizationstoRemedyapplicationsaccordingtoclientrequirements.
 Experience inall phasesof applicationlifecycleincludingRequirementanalysis,Design,
Development,TestingandImplementationof WebbasedandClient/Serverapplications,
ITSMtoolsand applications.
 CreatingRequirementsgatheringandcreatingfunctional requirementspecification
documents.
 Creatingtechnical installation, design, configuration,integration, testingandusermanual
documents.
 I have extensive knowledgeandexperience inRemedyIncident,Problem, ChangeandAsset
Management,Service LevelManagement,ServiceRequestManagement,Knowledge
ManagementandAtriumCMDB applicationsandIworkwiththese andassistuserswith
these applicationsona dayto day basis.
 Work closelywithIncident,Problem,WorkManagementandChange Management process
ownersonhowwe can improve these aswell asadvisingandmakingrecommendationson
whatkindof customizationsshouldbe made tothe outof the box ITSM applicationinorder
to bestsupportthese processes.
 CreatedandbuiltSLAsin the SLM Module asper clientrequirements.
 PopulatedCIsdataintothe CMDB (some manuallyandsome automated) andbuilt
relationshipsbetweenCIsaswell asbuilthierarchical relationshipbetweenBusiness
Services,underlying supportingTechnical Servicesaswell as the underlying
CIs/infrastructure thatsupportsthese servicesandthisaddedmuchvalue towhendoing
impactanalysis.
 Migrationof data fromdifferentdatasourcesintoCMDB
 I'm a Remedytechnical leadatEngenPetroleum.
 I'm busylearninghowDiscovery work.
INTEGRATIONS:
I've integratedRemedywiththe followingsystems/applications:
 SAPCHARM
 SAPSolutionManagerIncidentManagement
 CA-Unicentre
 MicrosoftAD
 MicrosoftOrchestrator(foreventingandautoserverbuilds)
 CustominHouse Microsoft.Netapplications
 Syntellect(SecurityVirusdetectionsystem)
 RARS(SMS system)
 Developedacustomapplicationthatautoupdates/Resolves/Close IncidentticketsviaSMS.
 Automatedcreationof IncidentsandCRQsviaemailssenttoRemedysystem
 Automatedupdatingof RemedyticketsviaemailssenttoRemedysystem
 IntegrationwithothersystemsusingRemedywebservices
 Successfullyimplemented3rdpartySingle SignOnforRemedyanddone a POC onit.

3. IMPLEMENTATION AND UPGRADE:
 UpgradedBMC Remedyv6.3to BMC Remedyv7.1includingITSMapplications,SRM,CMDB
and SLM apps. I completedthisupgrade attwobigSouthAfricancompaniesnamelyEngen
PetroleumLtdandMWEB(one of SA’slargestISP).
 Technical leadatEngenPetroleumLtdonthe projectof upgradingBMC Remedyv7.1 to
BMC Remedyv7.6.04 includingITSM,SLM, SRMand CMDB applications.
 Draftedupgrade requirementsspecificationasperclientrequirements,andfacilitatedGAP
Analysisstudyforthe upgrade.
 UpgradedRemedyv7.1 to Remedy v7.6.04 at EngenPetrolemLtd.
 Migratedall the base,ITMS,SLM, CMDB andSRM applicationsincludingtheircustomization
objectsandworkflow withall theirrelevanttransactional andfoundationdatafromBMC
Remedyv7.1to BMC Remedyv7.6.04.
 Installed/ImplementedRemedyARS,ITSM,CMDB, SLM, SRM, RLM modules.
 Implemented Remedypatches,hotfixesandService Packs.
 I’mcurrentlyoverseeingaprojectof assessingupgradingof mycurrentclient’s (Engen
PetroleumLtd) Remedyv7.6.0.4environmenttoRemedy v9.1includingMyITandSmartIT.
MY WORK WASDONE OVERA NUMBER OF CLIENTSNAMELY:
 EngenPetroleumLtd(One of Africa'slargestPetroleumcompanies)
 MWEB (One of SouthAfrica'slargestISP)
 Pick'n Pay (One of SouthAfrica'slargestretail store)
 Metropolitan(One of SouthAfrica'slargestInvestmentandFinancial institution)
In a short summaryI understandRemedysystemandRemedymodules reallywellandhave avery
in-depthknowledge on howtheyworkandintegrate witheachotherandalsohow to get data outof
the systemthat can reporton where the bottle necksare orhighlightproblematicareasthatneedto
be givenattentiontosoas to ultimatelyimprove customerservice.Iworkina verycomplex and
highly integratedenvironmentand overthe yearsIhave acquiredexcellentinterpersonalskills,
proventeamplayerwithgoodanalytical skillsinsolvingproblemsincomplex environments.