My objective is to offer a technical or business service and solutions for any CMDB related issues. Data discovery, conversion, mapping, modeling of data within the CMDB as well as providing normalized data for consumption by IT and Service Management applications. I have over 20 years of experience supporting BMC CMDB solutions that include but are not limited to just CMDB.
Risk management (also known as Service Impact Management):
Risk management uses network discovered instances to show relationships between resources and people that use them. It also includes a list of software applications that are hosted on these resources. These resources are usually passed through a normalization engine that puts them into a common format that is understood by all departments of the company.
In a well designed environment there would be a dollar amount associated with the instances and a impact simulation (prediction) would be available via a report that shows how much an outage would cost the business.
that's about the basic idea behind this, but it can be much more more elaborate.
September 2005 - December 2008: E2open - Senior Support Engineer
Senior support engineer residing over 3 data centers.
Development of support portal which combines system event management with notification systems.
Development of internal and extrnal (customer) notification schemas. This project is done in php with MySQL database backend.
Responsible for notification logic and automation of troubled applications and system availability.
Serena TeamTrack administrator.
March 2003 - September 2005 : BMC Software - Staff Technical Support Level 2
BMC Product Support of the following products:
Impact Manager (MCell) versions 2.1 through 5.1, Web Impact Console/Server, Remedy ARS + Help Desk integrations with Impact Manager, Impact Explorer Server(IXS/MCCS), Impact Explorer.
BMC Portal 5.1 with CMDB, Patrol Portal and Impact Portal technology.
Enterprise Service modeling with relationships to network management.
Attend meetings with Development and Product Group Engineers to provide early feedback and to forecast results on service modeling issues.
Internal BMC Support Website. While this function is almost vital in the skill set of support engineers, I believe that it's worth mentioning.
Platform focus on all Unix, Linux and Microsoft Operating systems.
Rack mounted server setup and configuration.
Quality assurance of software before GA (final release) of software solutions.
Managing of customer issues, identifying and tracking of bugs and offering solutions. Working closely with development teams to bring in timely resolutions.
International co-ordination of events and technical support issues.
Dec 1999 - March 2003 : Technical Customer Relationship Level 2 Lead (TCRM L2)
IT Masters Product Support and the following products; Tivoli Framework, Tivoli Enterprise Console, Remedy ARS + Help Desk, Master Cell, Master ARSuite, ARS Plus 4.x and Event Management to Help Desk integrations.
Designer and Developer of IT Masters Support Website.
Platform focus on Unix, Microsoft Operating systems, Linux. Network protocols and network event management.
Rack mounted server setup and configuration.
Quality assurance of software before, during and after GA (final release of software).
Managing of customer issues, identifying and tracking of issues and offering solutions working closely with development teams to bring in timely resolutions.
International co-ordination of events and technical support issues.
Aug 99 - Nov 99: Dell Engineering Software Test Lab. Unix, NT4.0, Win98SE and Win2000. Austin, TX
Testing of Software and Hardware with Dell portable platforms. This would include network connections, multimedia, games. Functional testing of operating systems such as Win2000, NT4.0, Win98SE and portable systems.
Following test cases and writing up issues in Lotus Notes database.
Dec 96 - Aug 99 : Level 2 Technical Support @ Dell Computer Corporation. Round Rock, TX.
Written a Product Form Guide for Dell's Resource/Driver CD-ROM for Inspiron line of business. I also made a functioning prototype of this CD and turned it in to Product Group which then became the model for today's Resource CD. (Reference: Jacques Marshall, Frank Williams, Stacy Lineberger)
Escalation point for 1st line Technical Engineers.
Project management and data collection for new products before they become available to the market. (Early Life Support).
Attend meetings with Product Group Engineers to provide early feedback and to forecast results on system issues.
Take part in Internal Website maintenance (Latweb). Provide updates, installation procedures, tear downs with photo images on Dell products.
Test and offer support on 3rd party products. Mainly targeting the application of Dellware's 3rd party items with Dell products.
OS supported: DOS 6.x, Win 3.1, WFW 3.1, Win95, Win95 OSR1-2.1, WinNT3.5,WinNT4.0, Win98, Win2000
Dec 95 - Dec 96 Senior Technical Support Engineer @ 1-800-Support Partners (Cornerstone) Austin, TX.
My duties were to provide 1st line customer support to multiple IBM clone companies. (Micron, Zeos, Texas Instruments, Compaq, Olivetti and Panasonic)
OS supported: DOS 6.x, Win 3.1, WFW 3.1, Win95, WinNT3.5,WinNT4.0
July 95 - Dec 95 2nd level Technical Support Engineer (Mentor)@ Unisys Austin, TX.
Coach and technical support 1st line call technicians supporting MS Win95 Operating System.
OS supported: DOS 6.x, Win 3.1, WFW 3.1, Win95, WinNT3.5,WinNT4.0
11M Bradley Gunner(E4 Corporal). 241st Company 2nd Armored Division "Hell on Wheels"
Education
1988 - 1991 ACC Austin, TX
Associates Degree in Liberal Arts (linguistics). German, Russian
In 2003 I attended evening college courses and studied C, C++, Perl, Unix (total of 5 semesters and then self study)
1985 William Bryant High School Graduate
Queens, NY. Top 10% High School Graduate
Operating Systems Experience:
All Microsoft (DOS 6.x, Win 3.1, WFW 3.1, Win95, Win95 OSR1-2.1, NT3.5, NT4.0 WS & Server, Win98, Win2000, WinXP, Windows 2003). Linux (favorites Red Hat and Suse),IMB's AIX(favorite), Sun's SunOS, Mac OS10, HP's HPUX.
Software Experience:
Macromedia Flash, Visual Basic, C++, Windows DOS Batch files, TeamShare Administration, Shell Scripting, Perl, Tivoli, Remedy, Event Management Integrations to HelpDesk applications, Linux, Unix, PHP, MySql, Image processing, HTML, XML.