Please forgive the utilization of the list, but I'm actively seeking, in a very short timeframe, a position in the northeast or thereabouts or Kentucky, in Remedy administration and/or development. Thank you for your understanding
David Drake, Remedy Administrator/Developer 6717 NW Eastside Dr Kansas City, MO 64151 Phone 816-885-5838 E-mail [email protected] David Drake Objective To obtain a permanent position with an organization in Networking/PC Management, Helpdesk Management and/or Remedy (Action Request System) Development/Administration. Functional summary I have experience with PC management and troubleshooting in a Microsoft/Novell/NT/AS-400 environment. I have further experience with Application Development/Helpdesk and Asset Management, data mining/reporting. I have worked with all manner of hardware and software ranging from Office suites to Cisco router maintenance to application development/maintenance. I have supervised the activities of several individuals and users in a mid-size company and am looking to expand on this. I've managed the first two levels of a large help desk successfully as well as saw to their technical needs in relation to HelpDesk queries, consulting, and managing. To that end, I've also managed and maintained the servers and applications needed, running cSupport (Lotus Notes based HelpDesk software) in an NT environment and later, Remedy (Action Request System) Helpdesk, Asset Management and Knowledge Management. My most recent experience has been in the areas of Remedy application development and administration. I have 9 years of experience in the Remedy Administration/Development field, versions 4.5 thru 7.5, all areas and all operating systems. Employment 2007 - Present Cerner Corporation Kansas City, Missouri Technical Support Analyst/Remedy Developer/Remedy Administrator Duties primarily consisted of user/group/application administration within the Remedy (BMC) application. Development efforts were naturally included, customizing/troubleshooting the application to user's specific needs. Further maintained the underlying hardware/software for the platform to maintain uninterrupted uptime. Relating to the application, this included patch management and upgrades, troubleshooting, and licensing management. The overall application resides within a SQL 2K5 structure, so fairly extensive knowledge was required of that platform as well. Versions used here are 7.0 - 7.5 (ARS, ITSM, etc) Managed specific user requests, for both enhancements and concerns, through a separate Incident Management system. 2000 - 2007 Williams Lea at Shook, Hardy & Bacon Kansas City, Missouri HelpDesk Level 1 Lead/Level 2 Floater/Remedy Administrator/Remedy Developer Started out as a HelpDesk Level 1 Lead, supervising the day to day operations of the Level 1 (telephone support) HelpDesk. Supervised 9 people in that regard, with scheduling, product development and resource creation/utilization. HelpDesk was new to this Firm and all procedures needed to be mapped out. Developed many of the tools necessary to get the service off the ground and developed the reports detailing progress of the Level 1 staff. Maintained the primary HelpDesk interface, Lotus based cSupport, on an NT box with full admin responsibilities (user/application maintenance, backups, disaster recovery, etc.) Moved laterally to a Level 2 Floater position directly beneath the Operations Supervisor for Level 2 (Deskside Support). In this capacity, I continued with server duties as listed above and merged two roles. Acted as an ultimate resource for user/staff issues, "jack of all trades" and acted as Project Manager for any projects resulting from user or management requests/feedback. Moved laterally to a Remedy Development/Administration position that opened up when this system was introduced to the company and the firm. The Action Request System, Helpdesk 5.0 and Asset Management products were integrated for use by 120 users supporting a user population of 2500. Installed the servers, implemented the software, customized the software to this environment and trained the users on its use. After implementation, continued with development and administration duties ranging from normal day-to-day admin tasks to completely new application development to major customizations to fit the legal environment. Also produced and maintained reports from the system (using Crystal 9) to include Helpdesk and Asset Management data. 1998 - 1999 Wilfarm LLC Gladstone, Missouri Technical Analyst: Wide array of duties to include building, maintaining, and troubleshooting over 400 PCs with associated peripherals (scanners, printers, etc.). Worked in a NetWare/AS400 environment. Performed server maintenance (backups, patches, upgrades, etc.). Maintained connectivity of users to LAN/WAN to over 80 remote sites to include mobile users attached to those sites. Troubleshooting for these remote sites ranged from simple PC fixes to frame-relay trouble calls. Duties occasionally called for periods of travel for initial/followup site setup to include router configuration, PC setup and troubleshooting on the fly. Also evaluated/tested hardware and software and purchased accordingly. Supervised and delegated taskings to two individuals in support of these duties. 1989 - 1998 US Air Force San Antonio, TX Personnel Specialist/Computer Security Officer: Personnel duties included the setup and maintenance of AT&T 3B2 6000G mainframes for the Personnel Concept III project. Computer Security Officer duties included inventories/tracking of hardware and software. Responsible for the maintenance and troubleshooting of over 80 PCs with associated peripherals. Also performed duties as the only Novell certified administrator on site with a user base of over 400. Education 2009 - 2009 Remedy Administration 7.5 Part 3 Kansas City, MO 2009 - 2009 Remedy ITSM Installation and Configuration 7.5 Kansas City, MO 2007 - 2007 BMC Atrium CMDB 2.0: Implementation Best Practices Pleasanton, CA 2007 - 2007 BMC Remedy AR System 7.x: Administering - Part 1 (WBT) Pleasanton, CA 2007 - 2007 ITIL - Foundation Certification - IT Service Management Kansas City, MO 2007 - 2007 Introduction to Microsoft SQL 2005 and TSQL Kansas City, MO 2004 - 2004 AR System 5.x: Application Requirements Analysis Design/Dev Pleasanton, CA 2004 - 2004 AR System 5.x: Administering Part 2 Pleasanton, CA 2004 - 2004 AR System 5.x: Administering Part 1 Web Based 2002 - 2003 Bachelor of Science, Technical Management, DeVry University Kansas City, MO 2002 - 2003 Crystal Reports 8.5/9.0 Kansas City, MO 2002 - 2003 SQL 2000/Transact Training Kansas City, MO 2002 - 2002 Certified A+ Professional, CompTIA Kansas City, MO 2002 - 2002 Microsoft Certified Professional (MCP) Microsoft Windows 2000 Kansas City, MO 2000 - 2000 Franklin Covey Organization and Project Management Training Kansas City, MO 1999 - 1999 Cisco Systems, Inc. Kansas City, MO * Introduction to Cisco Router Administration 1993 - 1997 Community College Air Force Panama City, FL Awarded Associate Arts degree in Personnel Management 30+ additional hours towards a Computer Science degree amassed. 1997 - 1997 Novell, Inc. Panama City, FL Awarded CNA in NetWare 4.11 Master Administration course (NetWare 4.11) Install & Configuration (NetWare 4.11) ---------------------------------------------------------------------- CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
