Cheryl Ruffin has over 15 years of experience managing IT service management systems and teams. She currently manages a team that supports the ARCHIBUS service request application for the District of Columbia. Previous experience includes administering Remedy ITSM suites, managing service desks, and providing technical support. She has skills in customer service, system administration, reporting, and process improvement.

1. Cheryl Ruffin
5909 Kaveh Court
Upper Marlboro, MD 20772
240-354-3432
Ruffin38@hotmail.com
SUMMARY OF QUALIFICATIONS
SKILLS
• Excellent customer service skills
• Proven skills that allow me to resolve issues independently as well as communicate changes and major
issues with team members.
• Proven ability to administrator an enterprise IT service management (ITSM) systems.
• Proficient with creating reports data from the ITSM system.
• Proficient with designing workflow and implementing enhancements to systems in order to advance
functionality.
EXPERIENCE
Government of the District of Columbia - Supervisory Management Analyst, Department of General Services
January 2013 – Present
• Manages a team of eight personnel in support of the Work Order Management Group for the ARCHIBUS
Service Request Application in the District of Columbia Facilities Management Group Division.
• Provides ITSM application development, process management and software support leadership and
management of the Tier 1 and 2 Facilities Management Work Order Management call center unit.
• Provides administration support for HP UCMDB versions 9.00/10.10/10.20) by executing discovery on
infrastructure Configuration Items (CIs). Deployed Oracle 11.0.2.3 g database on Windows platform in
support of the HP UCMDB central repository to populate CIs. Enabled ports on Windows Fire Wall for
communication with database server and Web Client UI.
• Provides the administration and system support for the ARCHIBUS Facilities Management Software.
Identified requirements for integrated SalesForce Mobile Application Dashboard with the ARCHIBUS On-
Demand Change Management (ChM) Module.
• Supports daily operations of the ARCHIBUS On Demand Work and Preventive Maintenance Modules.
Coordinates the deployment and integration of software code for design and vulnerabilities resolution of
ARCHIBUS system error thru the Change Control Board (CCB) and Engineering Review Board (ERB)
approval process.
• Applies software testing and Quality Assurance processes to newly developed software code releases for
determining if Systems Development Life Cycle (SDLC) milestones were on target and are aligned with
customer requirements.
• Architected, deployed, configuration and implemented the ARCHIBUS Application Facilities Work Order
Management System on Windows 2008 R2 platform connected to an Oracle 10g data tier within the District
of Columbia Facilities Management agency.

2. • Coordinates active testing features of the application software such as the integration between BMC
Remedy IT Service Management Suite (BMC Remedy ITSM Suite) 8.1and Crystal Reports using SPIs and
APIs to enrich the graphical user interface.
• Executed daily monitoring of CMDB log files in order to isolate and trouble shoot
Government of the District of Columbia - March 2007 - January 2013, Remedy Administrator, Office of the
Chief Technology Officer
• Provided technical administration and configuration of the BMC Atrium Remedy Tool Set and Microsoft
Exchange 2010 integration for email alert notifications.
• Duties include Administering ITSM Remedy 7.6 (or higher), Change, Incident, Problem and configuration
Management module.
• Configured and established Oracle 9 and SQL Server 2003 database connectivity with the application
management server during Remedy application installation.
• Executed Crystal Reports adhoc queries via Reports Designer to extract requested metrics from data tables.
• Modified Change Management form fields to customize workflows using workflow editor in BMC Remedy
Developer Studio.
• Installed, implemented, supported, and maintained the Remedy Action Request System (ARS) IT Service
Management (ITSM) suite of software applications including but not limited to the following: Help Desk,
Asset Management, Change Management, and Remedy Mid-Tier (i.e. Web, Application and Data Tiers).
• Responsible for managing Remedy software License to Use (LTU), users access and security groups within
Remedy Action Request System (ARS). Service Desk, Change Management, Asset management, and
Service Level Agreement modules.
• Developed user manuals and administrator procedural guides. Instituted software release testing and user
quality assurance to reduce a myriad of SDLC error(s) during regression testing.
• Provided system software compatibility requirements and provided architectural solution to meet customer
requirements of the Remedy application.
• Conduct training for the District Government's Remedy Action Response System (ARS) for the following
modules: Service Desk, Change Management and Asset Management.
• Established priority deadlines for operational workflow inputs based on established project deliverables as
well as developed standard operating procedures for documentation, training, requirements gathering,
quality assurance and ongoing support for various ITSM Remedy 7.6 project milestones.
• Integrated Remedy ARS with external applications such as HP UCMDB using SPIs and other products,
including LDAP, OLE, and ARDBC using the integration studio.
• Integrated HP UCMDB with Windows LDAP service. Installed license using JMX console within HP
UCMDB.
• Used Package Manager to deploy resources required for discovery. Installed content packs for discovery
and integration.

3. Government of the District of Columbia - March 2007 - July 2000, Service Desk Manager, Office of Tax and
Revenue
• Provided leadership and management of the Tier 1 and Tier2 Service Desk that supported approximately
600 users within the District of Columbia, Office of Tax and Revenue. Instituted employee and team
performance evaluation period, coached, counseled and motivated team members for optimum delivery of
project results.
• Managed employee paid team time off and employee vacation to sustain high level of operational
readiness.
• Implemented and maintained the Remedy Action Request System ITSM suite of tools. Managed the
procurement and life cycle of all hardware and software assets, developed and implemented accountability
forms and procedures to facilitate the timely and accurately reporting for receipt and issuance of
hardware/software.
• Developed provision standards and policy for building complex application installations and the systems
that support them. Installed, configure and deployed BMC Remedy Help Desk Suite and ITSM Applications.
• As primary technical and administration contact for the Remedy ITSM Suite, architected and delivered
customized application solutions.
• Mapped applications to group sets of objects to accomplish particular tasks with customized workflow(s).
Configures users access via BMC Remedy User or in a web client.