1. United Arab Emirates, Dubai
00971 56 5341508
bawanehaf@yahoo.com
Ahmed Al Bawaneh
BMC Remedy Engineer
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Jun 2014 - Present
Work History
BMC Remedy ITSM Engineer
Fourth Dimension Systems
Working at Fourth Dimension Systems (FDS), from June 15, 2014 Until now.
Working as BMC Remedy Engineer on Remedy Service Management applications which hold IT service
levels, understand, model, respond, and track IT system problems and business services failures, all to
help speed the attainment of Business Service Management (BSM), my role on BMC Remedy based ITIL
include :
Incident Management life cycle.
Problem Management life cycle.
Configuration Item (Asset) management life cycle.
Change Management life cycle.
Release Management.
Service Level Management (SLM).
Service Request management (SRM).
Working in BMC Remedy Action Request .
Preparing the correct environment to make Installation.
Six months of my experience at Federal Authority of Human Resource (FAHR) - Dubai.
Provide the support for projects with my companyIt was the most important:
Dubai Media Incorporated (DMI), build Service Catalogs.
Royal Commission for the reconstruction of Yanbu(RCRY).
2008 - 2012
Education
Computer Science
Yarmouk University
Computer Science Bachelors
BMC Remedy AR System
IT service management (ITSM)
Skills
BMC Remedy Service Management is an innovative service management platform built natively for
mobile with an intuitive, beautiful, people-centric user experience that makes your whole organization
more productive. Simple to use and powerful enough to manage the most advanced digital enterprises,
Remedy can be delivered from the BMC cloud or your own data center.
Refers to the entirety of activities – directed by policies, organized and structured in processes and
supporting procedures – that are performed by an organization or part of an organization to plan, deliver,
operate and control IT services offered to customers.
1. It is thus concerned with the implementation of quality IT services that meet the needs of
customers, and is performed by the IT service provider through an appropriate mix of people,
process and information technology.
https://www.visualcv.com/ahmed-al-bawaneh

2. BMC Remedy Developer Studio
ITIL
Service Catalogs
Integration
BMC Remedy Administration
Microsoft SQl Server
2. Differing from more technology-oriented IT management approaches like network management
and IT systems management, IT service management is characterized by:
adopting a process approach towards management.
focusing on IT services rather than IT systems.
stressing continual improvement.
BMC Remedy Developer Studio is an environment used to build Integration, Web Services, Escalation,
Filters and add forms as organization need and more to make Remedy friendly to the user.
ITIL, formerly known as the Information Technology Infrastructure Library, is a set of practices for IT
Service Management (ITSM) that focuses on aligning IT services with the needs of business. In its current
form (known as ITIL 2011 edition).
The BMC Remedy IT Service Management Suite with Smart IT includes the Remedy IT Service Catalog
where you can publish all of your services available to employees.
Build Integration between BMC Remedy and other devices like Smart-Phone.
Personal Information
Nationality : Jordanian.
Date of birth : January 18, 1990.
Place of birth : Irbid - Jordan.
Marital status: Single.
https://www.visualcv.com/ahmed-al-bawaneh