1. ROGER G. WALLS SANTA CLARA • CA • HOME 408 980 0522 • CELL 408 368 1794 • RWALLS1500@YAHOO.COM
SUMMARY
20 years of proven excellence in multi-tasking and managing multiple priorities with attention to detail, discretion and a
proactive approach, all with ease and a smile. Provide robust solutions that although simple on the front end, enforced
complex rules and business practices on the back end. I don’t just make Remedy hum, I make it sing and dance.
TECHNICAL SKILLS
 BMC Remedy  Servers (UNIX, Windows, etc.)  ITSM
 BMC Remedy Mid-tier (web)
 Custom Applications
 DBs (MSSQL, Oracle, Sybase)
 CMDB
 SalesForce.com
 Atrium
Accreditations
 DoD Top Secret Clearance  CompTIA Security+ Certification  BCP 8.x Svc Desk &Change
 ITIL v3 Certified
 Crystal Reports
 TL9000 Certified  BMC/Remedy v7.6.04 Certifications
 Certified Remedy Skilled Professional
CAREER HISTORY
BMC Software Federal LLC Sr. Professional Services Consultant Santa Clara, CA 10/11 – 4/15
Full time employee for BMC Software Professional Services
 Worked at BMC Software customers
o California Department of Corrections and Rehabilitation
o US Air Force
o University of Missouri
o Google
o US Army NETCOM
o Sutter Health
 BMC products included :
o Service Desk (Incident Management and Problem Management)
o Change Management
o Service Request Management (SRM)
o BMC Remedy Mid-tier (web)
o Knowledge Management (RKM)
o Service level Agreements (SLA)
o Hub and Spoke
o Atrium Discovery and Dependency Mapping (ADDM)
o BMC ProactiveNet Performance Management (BPPM)
o Single Sign On (SSO)
 Installed, configured and maintained in a worldwide environment
 Implemented customization while maintaining “out of the box” usability
Cisco Remedy Developer Santa Clara, CA 2/11 – 4/11
Contracted to install and configure BMC Remedy v7.6.04 ITSM suite (LINUX/Oracle)
 Modules included Change Management, Incident Management, Service Request Management, Remedy Mid-tier
(web), Knowledge Management, SLA
 Implemented customization while maintaining “out of the box” usability
 Created course material and lead custom internal trainings
EBay Remedy Developer San Jose, CA 11/10 – 2/11
Contracted to create enhancements and refine custom applications for employee IT HelpDesk system
 Upgraded ARSystem v6.3 to v7.1 (Windows/Oracle)
US Army Remedy Instructor Sierra Vista, AZ 11/09- 10/10
In this full-time position, performed services including project engineering, integration, installation, test, training and
material acquisition support for the Army Network and Enterprise Technology Command (NETCOM)

2. ROGER G. WALLS SANTA CLARA • CA • HOME 408 980 0522 • CELL 408 368 1794 • RWALLS1500@YAHOO.COM
 Trained IT departments onsite at US Army Bases and online via weekly session on Change Management,
Incident Management, Problem Management, CMDB modules
 Created training materials and installed Oracle and ITSM suite on training server test system
 BMC Remedy ITSM suite v7.1 (Solaris/Oracle)
Kaiser Contractor Remedy Developer Pleasanton, CA 9/09-10/09
Within a very narrow timeframe, I was contracted to debug and repair Remedy system issues
 Modified workflows, created enhancements, refined existing system
Daimler Trucking Contractor Remedy Developer Portland, OR 6/09-9/09
Contracted to repair and complete an internally built custom Remedy application
 Added additional functionality, ran user acceptance testing (UAT)
 Rolled out application in record time recognizing significant cost-savings for the company
BigBand Networks Remedy Developer/CRM Admin Redwood City, CA 2006-2009
In this full-time position, I was the sole administrator and developer for the Remedy system. Played an integral role in the
company’s successful IPO.
 Upgrades (ARServer and Mid-tier) from 5.x to 6.3 to 7.1
 Development server: Installed and mirrored production server
 Acquisition Data Migration: merged acquired CRM database into Remedy system v6.3 saving the company over
$40,00 in consultant fees
 Develop custom, automated reports and dashboard for business line managers and executives
 Administration and modification of Remedy Customer Support (CRM ) applications
 Created Major Custom Business Applications: Ran this global initiative from start to finish. Gathered extensive
requirements from all divisions including legal, manufacturing, sales, HR, finance and marketing. By taking these
projects in house, I was able to save the company over $80K.
 Training: Lead internal training on all new applications and changes
iPass Remedy Administrator Redwood Shores, CA 2005 - 2006
Hired by iPass to maintain and repair Remedy systems for this global mobility management firm. Maintained entire ARS
ITSM suite on Unix Servers with Oracle databases.
Google Remedy Administrator/Developer Mountain View, CA 2004 - 2005
Retained via a one-year contract by the Google AdSense team who were responsible for Google ad revenue?
 Managed weekly pushes included bug fixes to production
 Installed and developed DSO to European server resulting in a faster response time for EMEA users
 Documented custom Remedy applications integration
 Created four custom applications including Google Grants
Chevron/Texaco Remedy Administrator/Developer Concord, CA 2003 - 2004
Retained via six month contract (and extended another six months) to prepare system and perform the upgrade to ARS
v5.1.2/v 5.5 Remedy applications (including all custom applications)
 Installed and deployed Remedy mid-tier for web deployment
 Created and update Remedy reports via Crystal Reports backend
 Custom Applications: Saved the corporation $4,500 per annum by creating custom applications
Clorox Remedy Administrator/Developer Oakland, CA 2003 (6mths)
Retained via contract to correct custom change control applications and prepare system for v5.5 upgrade
 Developed custom reporting (using Microsoft Access) for management reports
 Documented procedures for 5.x upgrade and debugged and modified/fixed Remedy codes
 Completed 126 Change Requests from simple patches to complex workflows
Infineon Technologies Remedy Administrator San Jose, CA 2001-2003
Hired to administer the North American Region of the Global UHD (Universal HelpDesk) project

3. ROGER G. WALLS SANTA CLARA • CA • HOME 408 980 0522 • CELL 408 368 1794 • RWALLS1500@YAHOO.COM
 Installed, modified, and maintained ITSM suite
 Worked closely with Global Competency Centers
 Provided third-level support and administration for Worldwide Remedy systems.
 Designed and performed training from basic subjects to advanced admin topics
 Designed and implemented custom Remedy applications
MarketFirst Software Application Eng./Tech Support Mountain View, CA 1999-2001
Hired as a founding member of the technical support team for this start-up company.
 Created multiple custom Remedy applications including the Tech Support Call Tracking System
 Grew Customer Support team from 2 to 8 engineers, providing team leadership and processes
 Closed over 800 calls with 85% satisfaction
Remedy Corporation Sr. Tech Support Engineer Pleasanton, CA 1995-1999
Provided multi-level 24/7 support for corporate channel partners and Remedy System Administrators
 Workflow Team Lead to supervise 11 persons
 Created weekly call statistical reports for management personnel
 Selected to handle all complicated and difficult customer issues
 Closed more than 1,700 calls with a customer satisfaction rate of 90%
 Served as mentor and trainer for new Technical Support Engineers with 100% certification rate
 Featured speaker at multiple International Remedy Users Group Conferences
RECOGNITION AND ASSOCIATIONS
 1998: Remedy Outstanding Performance Award
 2000: MarketFirst Tech Support VIP
 2008 BigBand Key Player
 Remedy Alumni
 BMC Remedy & ITSM Professionals
 Member of arslist
 Remedy Skilled Pro
 Remedy User and E
 BMC/Remedy Actio
Gurus