1. Tammie P. Miller
23210 Kobi Park
Spring, TX 77373
Phone: 281-620-6826
SKILLS Software Implementation | DataConversion | Help Desk Transition | ETL | Proficient in
SQL | UNIX | Putty |Windows SFTP-SCP | Remote Desktop Connection | BMC Remedy
ITSM | CA Unicenter Service Desk | MS Office 2007| MSVisual Studio | SSIS | SQL|
MSServer Business Intelligence Development |Lotus Notes | Sametime |
Troubleshooting | IVR | Syntellect Infobot | ITILCertified
SUMMARY Morethan 23 years experience in Information Technology Service Management (ITSM).
Expertise in softwareimplementation, data conversion, and software administration.
Work well in a team environment and individually to achieve goals.
WORK EXPERIENCE
Jun 2004 – Aug 2014 Computer SciencesCorporation – Implementation/Data Configuration Specialist
 Responsible for converting large volumes of data from CA Unicenter Service Desk
(USD) to BMC Remedy for all clients.
 Applied product fixes, hot fixes, patches and configuration changes to support the
business processes.
 Assisted developers with testing of new releases and existing software.
 Performed tooladministration, process configuration, and resolved software issue
for Unicenter Service Desk (USD) and BMC Remedy.
 Managed user accounts and processed access requests for USD and BMC Remedy
 Maintained and supported allNorth America data on thedevelopment, test, and
production environments.
 Extracted, transformed, and loaded large volumes of data from database
management systemfor external/internal clients.
 Created ad-hoc reports for internal/external clients using Access and SQL.
 Performed workflow management for a team of 6 analysts.
Dec1999 – 2004 Computer SciencesCorporation - Implementation Project Lead, Subject Matter
Expert
 Responsible for implementation of CA Unicenter Service Desk (USD), Asset
Management, Initiative (AMI), and Integrated Client Order Fulfillment (iCOF) tools
to various accounts awarded to CSC.
 Created test plans for external customers user acceptance training.
 Trained and supported internal/external clients on softwaremanagement tools.
 Minimized cost to project by executing and managing tasks remotely.
 Developed instructional documentation on processes and procedures for technical
team. Created training presentations for service management toolset.
Jan 1999 – Dec1999 Computer SciencesCorporation – Help Desk Service Manager
 Managed day-to-day operations at first level support Help Desk.
 Monitored and met contractual Service Level Agreements for theHelp Desk.
 Managed budget of $2.5 million.
 Hired technical support analystsfor major project rollouts.
Feb 1996 – Jan 1999 Computer SciencesCorporation – Help Desk Services - Supervisor
 Successfully transitioned the Help Desk from Hattiesburg, Mississippito Fort
Worth, Texas.
 Supervised fifteen Help Desk Analysts to improvecustomer performance rating
(CPAR) from a Green to Blue.
 Developed and implemented training plans, procedures, and recognition programs.
EDUCATION Texas Southern University
Sept 2002 – May 2005 Master in Business Administration
Aug 1983 -- May 1987 Grambling State University, Grambling, La.
B.S. Computer Information Systems