Mes compétences :
Cmdb
BMC Remedy
Php5
IPM
CRM
BMC Software
AIE
HTML / CSS
PHP/MySQL
Entreprises
Bouygues Construction
- BMC Remedy Developer
GUYANCOURT2012 - maintenantMy previous experience and expertise helped me draw my carrier path toward a new challenge where I have utilized my acquired knowledge and seniority of BMC Remedy to lead the Project inside the Multinational Company. The shift from administering BMC Remedy ARS toward developing and customizing it as well as managing the whole ITSM project was a challenging responsibility that was taken very seriously to achieve the expected results.
Being the Expert in BMC Remedy Application Management, I acquired valuable technical knowledge related to installing, customizing, configuring, debugging and deploying BMC Remedy Workflows and Objects, BMC Remedy Modules (Approval Server, Notification Engine, SLM, IPM and CRM) and BMC Component such as Atrium CMDB and EIE Data Exchange while working on several tasks such as:
• Resolving System Defects and anomalies related to previous customization.
• Developing new evolutions to extend and enhance the use of the system.
• Intervening in urgent and important problems that needed immediate resolution.
• Releasing, installing and testing corrective and/or extending patches on the staging and production environment.
• Maintaining the documentation of new evolutions and corrections.
• Following up with contractors to keep track of outsourced tasks.
• Managing tickets through HP Quality Center and keeping track of their advancement.
• Working with clients to reproduce issues and/or develop the detailed functional analysis for new development.
• Producing Reports on tickets advancement for managers.
By doing complex design and architecting and building workflow from scratch using BMC Remedy ARS I have built a strong knowledge in BMC Remedy components development and configuration, this led me be the top expert of the company in the development and consultancy of ITSM Solutions.
Devoteam Services
- BMC Remedy Consultant
Levallois-Perret2009 - 2012Being an effective team player in providing technical support in BMC Remedy ARS for British Petroleum employees and contractors, I have succeeded throughout my individual abilities by working independently to innovate and deploy adequate means/tools and teamwork abilities to improve team production and increase company’s reputation and prestige in the ITSM domain worldwide through reaching objectives such as:
• Identify and correct or advise, on operational issues in client’s Remedy ARS.
• Monitor ARS Servers and identify, declare and resolve incidents at the occurrence time.
• Ensure the quality of service delivered to employees by resolving service requests and incidents with respect of their Service Level Agreement, SLA.
• Created the SLA Report to show SLA Details for tickets by prioritizing them, thus controlling and reduced SLA Breach by 90% and improved and managed the team’s productivity.
• Developed an automatic notification Excel Form using VBA programming to speed up and automate sending outage and resolve notification to Incident and Service Delivery Managers.
• Work with the team to ensure service delivery and customer relationship are well managed, and to organize and dispatch task among team members in effective and efficient way.
• Developed a training environment for new joiners to easily integrate in the team and adapt to its improving quality of service.
In charge of developing and maintaining a Service/Change data request template form in collaboration with service delivery, incident and change managers to improve Data collection from BP’s users by automating the use of the template through Excel VBA functionalities. The template is published in the BP’s “My Service Center” website.
