The document provides a summary of Buddy Anderson's experience as a Senior Remedy Developer and Consultant with over 20 years of experience developing and implementing Remedy applications. It details his experience implementing and customizing various Remedy modules such as ITSM, SRM, CMDB, and Asset Management for many clients. Recent projects include developing documentation tools, service request wizards, and onboarding applications for Enterprise Products MLP and First Data.

1. BUDDY ANDERSON
SENIOR REMEDY DEVELOPER
“Specialist in Remedy Applications through 8.1 and Custom Development”
Highly motivated and skilled professional, willing to do whatever it takes to make a group, a team, and/or a
companysuccessful thatwelcomesfreshideas,initiative,dedication,experience andteamwork. Aneffectiveleader
formerlypresidingoveraBMC/Remedyservicebasedcompanywithawardsandaccoladesforprojectmanagement,
implementation, ongoing development, and analysis consulting from many partners and customers. Exceptional
qualityof workand teameffectiveness;offering 20+ yearsof managerial experience and 17+ years of direct Remedy
customand applicationdevelopment,large scale implementations, training, and project management experience.
PROFICIENCY IN REMEDY CONSULTING
 Highly adaptive,flexible,and innovativein creatingRemedy ARS solutions to infrastructureproblems
 Remedy Approved Consultant (RAC) since1998 utilizingthemethodologies received through experience and numerous
trainingclasses
 Remedy Approved Trainer since1998 as well as developer of custom manuals and custom instruction
 Comfortable working with customers, end users, and team members to facilitateproblemresolution
 Foundation certified in ITILand utilizes ITILstandards in currentdevelopment and consultingefforts
 ITSM configuration and customizations through version ARS/ITSM 8.1
 CMDB 8.1, Asset Management 8.1, AI (utilizingPentaho Spoon/Kettle)
 SLM, Approval Engine, Email ProcessingincludingRBE 8.1
 SRM solutions utilizingAOTs,PDTs, SRDs, and fulfillment templates/applications
 Technical documentation for team members and customers
 Report writer includingCrystal,BusinessObjects,and SQL Server Reporting Services
 Project Management
 Expertise in gap analysis
SENIOR REMEDY CONSULTANT ENTAQ, INC. 2001 to PRESENT
Recent Engagements
 Enterprise Products MLP (11/14 – Present) – Utilized SCRUM methodologies for all development efforts.
Provided support for users utilizing asset management 8.1. Documented AI to Remedy jobs and
transformations. Utilized DMT in relationship with AI and currently working on an AI to Remedy and Service
Level Agreement for network alerts for routers. Created a documentation tool for documenting Remedy
changes including automatically updating change history and help text, dynamic object list menus and
management of documentation at the enhancement/bug level and project level.
 First Data (7/14 – 10/14) – Tasked with two projects including a service request “wizard” for creating a new type
of SRD and Corporate onboarding for employees and contractors. Utilized SRM 8.1 advanced interface forms
for creating the “SRD request” request and customized the fulfillment application (work order) to support various
notifications and additional functionality. The onboarding application included providing a custom front end
application that “sat on top of” SRM 8.1 fulfilling the need to have the initial onboard request prior to submission
of the SRM request. The SRM request (created through backend interfaces) generated multiple and conditional
work orders based on values in the onboarding application with custom and out of the box notifications,
approvals, email approval processing, and SLM functionality. The front end application included dynamic pie
charts to show completion of the onboarding process, drill down levels of candidate information, usage of cell
based tables, and the ability to manage and reassign candidates to others as needed.

2.  Southern Union / Energy Transfer Services(2/13 – 6/14) – Replaced two previous Remedy consulting teams
and is tasked with increasing automation of end user and management functions. Enhancements to all facets
of email including functionality for approvals and updating incidents and change requests via inbound email
processing for 7.6 and 8.1 platforms. All outbound email is HTML with dynamic data, tables, and headings
(including task emails that show the parent data, a table of all of the other tasks in proper sequence and status
values as well as emails for change requests with tables including the list and status of approvals/approvers).
Additional items include SRM advanced interface and standard interface development using multiple AOTs and
PDTs to accommodate an SRD, SLM management for front end and back end applications, enhanced survey
features, automation of inbound email that is rejected due to an incorrect people record match as well as other
errors – automating creation of an incident and assigning it to the specified team that fixes said errors using
proper interfaces including: CAI, interface create, and RBE processing. During the course of this engagement
we upgraded from 7.6 for ITSM to 8.1 for ITSM including the migration of overlays, configuration data, and
customizations – all ITSM applications are used.
 National Oilwell Varco, Inc. (5/10 – 1/13) – Replaced a BMC implementation team responsible for an
inadequate 7.1 implementation. Tasks included removing bugs, reviewing customizations and replacing them,
reconfiguring foundation data, training the support staff and providing hands on development training to the in-
house administrators. We implemented ITSM 7.6 with overlay functionality (Remedy Best Practices) from ARS
7.6.4 including incidents and work orders with heavy emphasis on SRM. Created multiple custom projects
including an audit review system, a front end dynamic and configurable asset request system, a research and
development testing and work order system, maintenance and preventative maintenance scheduling system,
time based work order templates, enhanced approvals, entitlement, and SLAs, inbound and outbound email
functionality for creating and updating work orders, incidents, and work notes. Numerous other minor and major
projects where I was the project manager, lead developer, or only developer.
Previous Engagements
 Enterprise ProductsPartnersL.P. (Epco) –Tasks included the ITSM implementation, assisting the other two
team members in customizations, foundation data, asset and purchase request system, and development of
direct and ARODBC MSSQL reporting.
 Schlumberger – part of a development team of three, implementing ITSM 7 Change Management, Problem
Management, Service Desk, Service Level Management, Asset Management, and CMDB.
 TruePosition/Liberty Media – Implemented ITSM 7 with integrations to ClearQuest and SAP.
 Aviall/Boeing – Implemented ITSM, integrated with Lotus Notes applications, utilized CMDB, and created
extensive two-way email/paging integration.
 Brinks – Implemented ITSM with customizations, developed a custom asset application with integration of
tracking system.
 Enbridge – Implemented ITSM, CMDB, and Business Objects report development.
 NASA – Assisted in creation of over 20 applications to support approximately 20,000 users. Extensive
integration and database manipulation, reporting, multiple server environment, and strong dependence on DSO
product and support. User training and web-based user manual development.
 Hewlett Packard – Provided development on multiple projects: Developed a custom fully web-based
application that provided tree structure for all of their manufactured products, release management, version
control, tie-ins to marketing, tie-ins to sales, integration with many databases via vendor and direct SQL
communications, web based reporting via Microsoft’s SQL reporting application, product management, etc.
 DoubleClick (now Google) – Managed and implemented migration of Customer Service Application (CRM) to
Customer Support Application (CS). Lead a team (through development and project management) of
managers, database personnel, and developers to facilitate a long-term project that encompassed multiple
millions of records.
 Healthcare BenefitsProvider – Implemented custom application to support benefits brokers, provided training,
and report creation in Crystal Reports.
 Department of Defense/PANTEX–ImplementedARSandHelpdeskwithcustomizations.
 Non-ProfitOrganization– Assistedinimplementationof ARSandHelpdeskwithcustomizationsand
trainedsupportandendusers.

3.  Consolidated Communications Assisted in implementation of ARS and Helpdesk with customizations and
trained support and end users.
 Large Oil Company - Implemented ARS and Helpdesk with customizations.
 Telco Service Provider – Provided project planning, re-engineering, and development services to support new
release of custom Telco application.
 Tyco Customer Service – Implemented ARS and Helpdesk with customizations and trained support and end
users.
 BMC/Remedy – Performed sub-contracting for development and training engagements.
 IT and Remedy Reseller – Certified trainer for another BMC partner’s Remedy classes.
Many other projects and minor requests.
SENIOR REMEDY CONSULTANT SOLID SYSTEMS,INC 1997 - 2001
 Archon Group/Goldman Sachs – Implemented ARS, custom helpdesk, asset management, customer
support, change management and many other custom applications to international client sites in the U.S.,
Japan, France, Italy, and Germany and provided multi-lingual support, portal integration, certificate integration,
etc.
 Bancomer Transfer Services – Implemented ARS, Helpdesk, customer support application, and custom
document management applications. Utilized the Approval Engine to create an online approval process for IT
documents (paperless system). Provided extensive Crystal Reports reporting.
 Fort Bend County Communications – Implemented various versions of Remedy Helpdesk, including
integrations with other databases and other Remedy applications externally supported through remote
locations.
 St. Mary’s University – Implemented ARS Helpdesk and supported user community through training, phone
support, and onsite visits.
 Enron – Provided complex development effort for multiple department collaboration on multiple server
installations.
 Excel Communications – Provided senior level mentoring, troubleshooting, and training for development staff.
 Fort Bend County – Assisted in implementation of ARS, Helpdesk, Asset Management, bar coding and Palm
integration, and custom Change Management and Approval application.
 Dobson Communications – Assisted in implementation of ARS and Helpdesk with customizations.
 Chevron – Assisted in implementation of ARS and Helpdesk with customizations.
 JiffyLube/Penzoil – Assisted in design and analysis providing support as needed.
 Whole Foods -- Assisted in implementation of ARS and Helpdesk.
 Federal Government Agency – Implemented ITSM to support multiple agencies/departments leveraging
external knowledgebase data.
 VALIC/American General – Assisted in-house resources with advanced customizations of Remedy products
as well as Crystal Reports.
 BMC/Remedy – Performed sub-contracting for development and training engagements.
 Many other projects and minor requests.
Additional Employment 1990- 1997
 NationsBank TexasNA Various Positions/college 1994 - 1997
 United States Navy Reactor Operator/Instructor 1990 - 1993

4. EDUCATION
 AR System: All Versions
 ITSM Installation and Configuring
 ITSM Advanced Core Configuration and Best Practices
 CMDB Best Practices and Implementation
 AR System PerformanceTuning & Troubleshooting
 RRR (Remedy Rapid Results)
 Remedy Web,AR Web,Mid-Tier, DSO,Flashboards
 Previous versions of Help Desk, Asset, and Change Management
 RADD (Requirements, Analysis, Design and Development)
 RAC (Remedy Approved Consultant) Certification since 1998
 ITIL Foundation
 BMC/Remedy/Helpdesk InstituteCertified Instructor
 Veritas NetBackup Administration Fundamentals I & II
 Veritas NetBackup PureDisk Administration
 University of Phoenix (Senior) Bachelor of Science in Software Engineering
 Actively pursuing PMP Certification
 Bachelor of Science in Leadership – 4.0 GPA (Preparing to Graduate)
 Associate of Arts – 4.0 GPA (HCC & Government Student of the Year award)
 Naval Nuclear Power School (First qualified student and staff instructor out of 700)