Jason Farenden is a 43-year-old British Remedy consultant, developer, and architect with over 18 years of experience working with the Remedy system. He has worked for various companies around the world, currently based in Munich, Germany. He is skilled in all aspects of Remedy projects from requirements gathering to design, implementation, and support.

1. JASON FARENDEN
Curriculum Vitae
Daitenhausener Str. 32 Date of Birth: 30 January 1972
85386 Age: 43
Eching Driving License: Full, clean
Germany Nationality: British
Tel. +44 (0)208 123 3327 / +49 (0)89 2351 4840 Languages: German
Tel. Mobile: +44 (0)7813 321188 / +49 (0)1525 471 2092 Marital status: Separated
Email: jason@cccf.eu Location: Munich, Germany
GENERAL: I am very loyal and hard-working. I like to be involved with people and am noted for my ability to
get on with customers at all levels, from the end-user community to senior management. I enjoy
being involved at all levels of a project, from concept, requirements gathering and gap analysis, to
design, implementation and roll-out. I am able to articulate my recommendations and the reasons
for them and am proud to see them implemented in many cases. I am capable of leading the
customer along the path towards their goal and away from any pre-conceptions they many have
and am comfortable pushing back to the customer at any level, if their processes or design will not
meet either their requirements or best practises. I have excellent versatility with the Remedy
system having worked with it for many companies, many of the 'Blue Chip', since version 3.0. I
am also well versed in problem solving, performance tuning and extensive health checks on
customer systems. I am not content doing a repetitive, mundane job with no responsibility and no
new challenges. I am currently based in Munich, Germany but am happy to travel to most
countries.
EDUCATION
Remedy Development I have over 18 years experience working as a Remedy
developer, consultant and architect on a variety of projects at
differing levels of complexity for various customers around
the World.
Remedy Training Centre, UK Remedy user, Remedy Admin, Advanced Topics,
Requirements analysis, development and design, Transition
3.0 to 4.x, Remedy 5.x Delta
Remedy Web Based Courses Arsystem 7.x update; ITSM 7.x Configuration and
Administration
ESO, Munich, Germany Sybase administration, Basic SQL
Languages English (mother tongue) and Intermediate spoken German
Kingston College of F.E. BTEC National Certificate in Electrical & Electronic
Engineering. BTEC Single Higher Unit in Software
Principles (Unix & ‘C’).
Novell Netware Administrators Certificate
EITB Certificate of Basic Technician Training.
YTS Certificate of Basic Technician Training.
General I hold a full, clean British driving licence with full
motorcycle entitlement.

2. EMPLOYMENT HISTORY
May 2015 to date
Remedy consultant,
developer
ESO (European Southern Observatories), Germany/Chile
Astronomical research body
Duties: To move, update and integrate two remote ARSystem servers running
version 6.3 of the system, on to a single new server running 8.1.02 in Chile.
This involves the installation of the machine and the appropriate Remedy
version and patches in the first instance. Moving on to ensuring that the
permissions remain the same on the consolidated server; port all of the data to
the new machine and ensure access to it is maintained; update all of the forms,
views, work-flow objects and static data to work with the much newer server
version and database and also design new code or find solutions for some old
macro's that still need to be used but are not supported by the web-interface.
Documentation of the installation, customisations of the existing code as well
as the new code are required, as well as testing, reporting (using on the the AR
Report module) and performance monitoring were also required.
Technologies utilised: Remedy server 6.3; Remedy server 7.6.04; Remedy
server 8.1.02; BMC Mid-tier; Old Remedy administration tool; Developer
studio; Remedy User tool; Remedy import tool; Solaris (SPARC); MS
Windows (various); RHEL; Sybase ASE/OCS 15 and 16; various unix and
windows utilities (ssh, rdp, various VPN connectivity etc.); MS Office suite;
Libre Office suite; DB Vizualizer
September 2014 to May 2015
Remedy consultant,
developer and
administrator
Worldpay, London
Card payment processing company
Duties: As the single Remedy person on site, back filling for another staff
member who was on maternity leave, my duties were to ensure the smooth and
reliable running of the Remedy on Demand (RoD) service for the organisation.
This ranged from low level administration tasks such as adding new users,
groups and other foundation elements to the system, to building Service
Requests and Definitions, updating CMDB data, extending multi tenancy to
separate data sets and co-ordinating and implementing change requests and
planned maintenance windows. I was also responsible for 2nd
line support of
the whole user base, fault finding, bug fixing and education of users in the
operation of the system. I liaised with the 3rd
party vendor (BMC in this
instance) for 3rd
line support and ensured that processes were put in place
internally to minimise risk to the system during operational hours. There was a
small amount of development/customisation in this role which was completed
by myself in the development environment and then pushed through BMC's
test and deployment process for an on-demand system. I consulted on capacity,
planning, enhancement and direction of the system.
Technologies utilised: Remedy Server 7.6.04; Remedy Server/Mid-Tier 8.1sp2;
Remedy ITSM suite 7.6.04; Remedy ITSM Suite 8.1sp2; Citrix remote
desktop solution; Microsoft Office suite; Linux; Remmina Remote Desktop.

3. June 2013 to July 2014
Remedy consultant,
developer & team lead for
different products
Infosys/BMW Munich, Germany
World class car manufacturer
Duties: Initially in charge of operations for the many custom Remedy systems
inside the company and also the operation of the ITSM 7.6.04 system.
Upgrades, patches and the day to day running of the system and all related
modules: incident resolution, implementation of custom code parts in multiple
systems as well as modules in to Orchestrator and user management.
Management of all the environments from test, through to integration,
production and training, all of which were multiple server environments
totalling somewhere in the region of 60 Remedy application and mit-tier server
instances. I had a team of 6 people in India that I was responsible for who also
worked on the systems and to whom I gave knowledge transfer and workshop
sessions. Liaising with the development and other departments, as well as 3rd
party providers such as ComputaCenter and ComConsult.
Later I was promoted to be responsible for the whole department of 30ish
people based both in Germany and India, not only working with Remedy, but
also FNT CMDB and other operational tools as well. In addition to some hands
on Remedy work I was also responsible for communications between the
teams in Germany and India, ensuring that SLA's were met, reporting to all
levels of management (both at Infosys and with BMW) as well as the
recruiting, skills, holiday, development plans and general well being of my
staff.
Technologies utilised: Remedy ARSystem 7.6.04; ITSM 7.6.04; Solaris; Red
Hat Enterprise Linux (RHEL); MS Office suite; CITRIX remote desktop;
Atrium Orchestrator (basic); Remedy Atrium CMDB (basic); NoMachine
(unix remote desktop server); Various data sharepoints; TOAD; Informatica
Powercentre (basic)
October 2012 to June 2013
Remedy
consultant/developer,
Localisation, customisation
and some interaction with
ITSM 7.6.04 applications.
ComputaCenter UK.
Worldwide Service Management Company
Duties: This role is a short contract primarily to localise the ITSM 7.6
application and all of the in-house customisations for use in France. This
involves not only use of the Localisation Toolkit from BMC to assist with
creation and modification of new views and local language GUI's, but also
adding and modifying work flow required specifically for the French business,
so that it does not interfere with any other of the country specific processes. I
am also tasked with bug fixing of the Incident module currently as well as
looking at any other bugs that may come up and also some of the installations
of new servers that we have,
Technologies utilised: Remedy AR system 7.6.04 (patch 4); ITSM 7.6.04
(patch 4); BMC Localisation Tool-kit; Excel; Standard office applications.

4. May 2010 to July 2012
Senior Remedy Consultant -
ITSM 7.5 bug fixing,
implementation, roll-out,
customisation and support
IKEA IT AB, Sweden
IT division of Worldwide Furniture manufacturer and retailer
Duties: As a senior member of a small team supporting the roll-out and
subsequent bug fixing, customisation and upgrade of the full out-of the-box
ITSM suite at IKEA. I am heavily involved with the user community, not only
for bug fixing, but also in education and explanation of some of the ITSM
components. This extends to the 'super user' and project management teams as
well; suggesting alternative ways to achieve the same result ,without resorting
to customisation of the system wherever possible (this is a stated project
objective). I am responsible for knowledge transfer to the permanent members
of staff as well as some areas of training along with liaising with and guiding
management at all levels to ensure that the team that will be running the
system after the project finishes have the appropriate skills and are in
appropriate numbers to do so. I am also responsible for the infrastructure of the
various environments, including making recommendations for hardware
upgrades, installation of patches to the arsystem servers, patching of the mid-
tiers, configuration of the servers, installation of arsystem and the ITSM suite
on new hardware, along with bug fixing and fault finding at all levels of the
system. I liaise directly with BMC as well as the database and network teams
on-site to resolve issues as they arise. I have also created some custom
integrations with the LDAP user repository as well as assisted in the
preparation of the upgrade to version 7.6.04.
The position is current;y based 40% on site in Sweden and 60% remote via a
VPN connection.
Technologies utilised: Remedy AR system 7.5x; ITSM (Incident, Problem,
Change, SRM) 7.5x; Mid-Tier 7.5x; AIX; Linux (RHEL); Remedy Developer
Studio 7.5x; Remedy Client 7.5x; MS Office suite; VPN; LDAP; PuTTy; Toad;
Oracle 10g; Webex (remote desktop and meeting software); MS Visual Source
Safe; Communication Skills; Various Unix tools and utilities.
Jan 2010 – April 2010
Upgrade from 6.3 to 7.5
JP Morgan Chase, Bournemouth, UK and Ohio USA
Investment Banking
Duties: Upgrade of the system from Remedy 6.3 to version 7.5.x on a new
platform, including the mid-tier from 7.1 to 7.5 on the Red Hat Linux platform.
My second set of duties, leading on from this, was to perform a full
performance review and health check to overcome some issues highlighted in
the upgrade. Since the servers reside in the USA, I was transferred after a few
weeks to the office in Ohio, to be on-site with the relevant DBA's and OS
support staff. I made recommendations to the customer at various management
levels, highlighting areas of the system architecture and code that needed
attention. I was also asked to make recommendations regarding team skills,
responsibilities and placements. Most of the recommendations were
implemented, creating a more focused & effective team with the correct skills
in the correct locations. The re-built team was much better placed to effect the
recommended changes to the system, but also gave the customer a
considerable saving in both time and money. Documentation was provided to
the customer at senior management level in all of these areas as requested.
Technologies utilised: Remedy User/Admin 6.3, Remedy User/Admin 7.1x,
Remedy User/Developer Studio 7.5, mid-tier 7.5, ARSPerl 1.9.1 and 1.9.2,
Flashboards 7.5, Red-Hat Enterprise Linux 5.2, Oracle Developer, Remedy
Migrator; Netmeeting; Webex; Open-Office; various Unix tools and utilities

5. Sept 2009 – February 2010
Remedy 7.5 upgrade and
3rd
line support.
Fusion business solutions/CLS Services. UK
Remedy VAR/International Clearing Bank
Duties: Upgrade all servers for CLS from an older version of Remedy to the
latest
7.5 release. This involves multiple installations of Remedy through various
versions to get to release 7.5. The instances reside both in the UK and remotely
in the USA. Architecture and application guidance is also provided to the
customer, along with documentation for both server and client installations.
Alongside this, I am also providing 3rd level support and development to
Fusion Business Solutions and their clients in varying environments and on
various versions of Remedy.
7.6
Technologies utilised: Remedy client/server 51.2, 6.3, 7.1, 7.5. Webex, Citrix,
Standard MS Office tools.
Note: This project overlapped somewhat with the JP Mogan-Chase project
above.
May 2009 to Sept 2009
Extended travel and skills
updating.
Extended travel and skill update.
At the end of April 2009 I decided to take my motorcycle and spend 3 months
riding around north America. Upon my return I also spent some time updating
some of my Remedy skills to the new versions of the Remedy software and
systems.
May 2008 to May 2009
Requirements analysis,
development and
implementation for global
system.
Siemens Enterprise Gmbh. Munich
Duties: As part of a different Siemens company this time, I was responsible
gathering and documenting requirements for the global service request system.
This involved meetings in various countries with the representatives of
different business units at varying management levels. The requirements
gathered were then documented and prototyped by myself and my two other
team members, before writing them up as detailed development and
implementation documents to be passed to the lower level developers in
Turkey. Liaison with the developers was also part of the position, as was the
ability to come up with suggestions and solutions in client meetings (usually
led by myself in both English and German languages) to be able to extract the
requirements and fulfill them within the scope of the global framework. In
addition to this, performance tuning and fault analysis formed part of the
duties of the position as well.
Technologies used: BMC Remedy 6.3and 7.1; ITSM 6.x; Remedy
User/Admin 6.3 and 7.1; MS Office; MS Project; TOAD; Solaris; Oracle 9i;
Net Meeting; Interpersonal and meeting skills.
April 2007 to May 2008
System implementation,
customisation and
operational support.
British Broadcasting Corporation (BBC)/Siemens Media.) London
Duties: As part of the larger Siemens project, I was responsible for the day to
day running and continuing implementation of the system provided by the
German organisation to the BBC. I managed the small team of Remedy
developers at an operational level, assigning priorities etc. I was also
responsible for liaising with the database and Unix teams, problem diagnosis,
system outages, upgrades to both the Remedy system software and the
application thereon. I provided customisations to the system where required,
technical and architectural advise and consultancy and was also the technical
liaison between the organisation in the UK and the one in Germany.
Technologies used: Remedy server 6.3; BMC ITSM 6.x; Remedy User/Admin
6.3 and 7.1; Microsoft Office; MS Project; Oracle TOAD; Solaris; SUSe
Linux, Net meeting; Interpersonal and meeting skills.

6. Sept. 2005 to Dec. 2005
Requirements analysis and
gathering.
British Broadcasting Corporation (BBC)/Siemens Media. London
Duties: Whilst continuing to work on the project below, I was tasked with
collecting and evaluating the requirements of this client for their own Change
Management system; evaluating and assisting in the creation of their
processes; running workshops on the current and future projected systems;
creating roll-out scenarios and providing technical input where required. I was
also acting as liaison between the above companies and Materna Gmbh. to
provide the best possible detailed solution for the client and gaining
acceptance of the requirements by all parties involved.
Technologies used: Remedy server 6.3; Remedy User/Admin 6.3x; Microsoft
Office; Jcms (Project Management tool); Interpersonal and meeting skills.
May 2005 to April 2007
Design and development of
Change management and
CMDB solution based on
ITSM 6.
Siemens Gmbh/Materna Gmbh. Munich, Germany
Duties: Working as part of a team for a major VAR in Germany, this very large
scale project involved advising on and aiding with the requirements production
at all levels to produce and implement a global Change Management and
CMDB solution for the client. The system is based on Remedy's ITSM 6.0 but
has been heavily customised based on customer processes and requirements.
After requirements gathering and acceptance, my role was primarily
development and implementation of the requirements, along with fault finding
of the code and bug fixing prior to customer acceptance.
Technologies used: Remedy server 6.3; ITSM 6.0; JCms (Project Management
tool); Remedy User/Admin 6.3x; TOAD; Solaris
Feb. 2005 to April 2005
Documentation and
comparison of enhanced
ITSM 5.6 environments for
migration
BMC-Remedy/UBS. City of London
Duties: Working for BMC-Remedy at their United Bank of Switzerland site.
This, again, short-term project, on behalf of Remedy was specifically to
compare the ‘Out of the Box ITSM 5.6’, Development and UAT environments,
to establish what development changes had been made during development
cycles and to document them prior to production roll-out. The resulting
changes then needed to be entered in to source control.
Technologies used: Remedy server 6.0.1; ITSM 5.6; Clear Case; Clear Quest;
Admin. 6.3; Open-Office 1.1.4
Jan 2005 to Feb. 2005
Integration of BMC Patrol
to Remedy Helpdesk 5.5
BMC-Remedy/LogicaCMG. South Wales
March 2004 to Jan 2005
Remedy Development of
bespoke Service Desk and
CMDB applications.
B Sky B. London
December 2003 to March
2004
Remedy Development,
support and integration.
Fusion UK Ltd/Associated Newspapers Limited. London.
July 1998 to December 2003
Remedy Development,
support and project
management.
European Southern Observatories. Munich and Chile.
August to November 2001
Remedy consultancy,
development and support.
CERN. Geneva Switzerland
February to March 2002
Remedy Development,
consultancy and
implementation.
JFDI. Northampton, Great Britain

7. July 1996 to July 1998
Contract first line Helpdesk
support Remedy
Development and project
involvement
Motorola Gmbh. Munich and Phoenix, AZ.
Corporate division of the Multi-National
1995 to July 1996
Contract first line support
on Helpdesk and deskside
support
Baring Asset Management. London
World class asset management, part of the ING/Baring Group.
June 1995 to Dec 1995
Contract First line support
on Helpdesk
Glaxo/Wellcome Pharmaceuticals Plc. Heathrow
World leading Pharmaceutical company.
INTERESTS: Computers, The Internet, Hi-Fi, Electronics, Music, Cars, Diving, Reading, Writing Fiction,
Motorbiking, Cycling and Socialising.