Mark Runnels has over 25 years of experience in information systems including 8 years as a Remedy system administrator. He has extensive experience installing, configuring, and administering Remedy systems, performing duties such as creating users and templates, importing and exporting data, and running reports. His background also includes 20 years in the U.S. Air Force as an Information Systems Specialist and Data Analyst.

1. Mark Runnels
8010 Jalane Park
San Antonio, TX, 78255
Home: (210) 699-9431
Cell (210)313-6123
marunnels@gmail.com
SUMMARY OF QUALIFICATIONS:
Remedy system administrator with 8 years’ experience. Successfully completed a 20-year career in the
United States Air Force as an Information Systems Specialist and Data Analyst, continuously assuming
greater responsibilities, teamwork skills and technical expertise. I possess over twenty five years of
direct experience with computer information systems including design, development and testing SQL
queries. Other experience includes statistical analysis, budget analysis, Data analysis and report
writing. I have excellent management and leadership skills as demonstrated in my management of a
U.S. Air Force network control/LAN center, valued at over 10 million dollars, and 38 personnel. My
technical expertise includes programming on the IBM AS/400 using SQL, database management,
project management and system administration for the RightNow Technologies software and BMC’s
Remedy application.
AREAS OF EXPERTISE:
- Project Management for IS Professionals
- Intermediate at MS Word, PowerPoint, Excel, and Access
- Write SQL queries.
- Excellent Customer Service
- Remedy administration
- Data Analysis
WORK EXPERIENCE:
Accenture Federal Service
Application Technical Support Senior Analyst
Sep 2013 – May 2016
- Create/Remove user accounts.
- Perform Root cause analysis on system malfunctions.
- Check Linux servers memory, storage and updates
- Create Companies, Organizations and Support groups.
- Test upgrades and patches on both Non-Prod and Prod
- Run reports for various supervisors on a weekly basis.
- Troubleshoot and resolve issues that arise on our Linux servers and database affecting Remedy.
- Use Remedy Import to import large files into Remedy.
- Export data from Remedy and create various reports for managers.
- Create Service Request Management templates for customer.
- Modified workflow in Developer studio.
- Create people templates.
- Data analysis for support group managers.
- Create Incident templates.
- Perform user training on all modules
- Manage all incident/Change and Problem tickets related to ITSM.

2. Accenture Federal Services
System Admin
Mar 2013 – 8 Aug 2013
Install and configure BMC Patrol and BMC ProactiveNet for over 100 servers.
Create tickets in Remedy when systems went critical.
Remedy Administration duties include creating users, Companies and Departments.
Set up and maintain the software and configure thresholds for Server team.
Monitor ProactiveNet and Patrol daily to ensure the uptime in the SLA is met.
Setup user groups.
Create and/or delete users as requested.
Accenture Federal Services
Remedy Administrator Mar 2011 – Mar 2013
Remedy v7.6
- Create/Remove user accounts
- Grant access to users as requested
- Create Companies, Organizations and Support groups
- Run reports for various supervisors on a weekly basis
- Troubleshoot and resolve issues that arise on our servers and database.
- Use Remedy Import to import large files into Remedy
- Created Service Request Management templates for customer.
- Modified workflow in Developer studio.
- Create people templates.
- Perform upgrades and patches on both Production and Test servers
- Data analysis for supervisors
- Create Incident templates.
- Managed all incident tickets related to ITSM.
- Update tomcat on all of our servers.
- Analytics Administration.
AT&T Government Solutions
Remedy administrator July 2010 – Dec 2010
- Worked on version 6.3 upgrading to ITSM 7.6
- Assist our DBA and network personnel in installing and setting up the servers and databases.
- Add/Remove user’s accounts from all groups in the Southwest Asia theatre.
- Create/Remove category type items as requested.
- Add and remove Group skills.
- Create and customize groups for various bases in Iraq, Afghanistan, Qatar and Kuwait
- Use Remedy Import to import large files into Remedy
- Show users how to create macros in order for them to create reports for their superiors.
- Populate spread sheets to prepare them for import.
- generate reports for commanding officers showing statistical results on information they requested.
- Monitor Remedy database for performance issues

3. Government Works INC.
Remedy Administrator Dec 2009 – Jun 2010
- Working on version 6.5 upgrading to ITSM 7.6
- Assist our DBA and network personnel in installing and setting up the servers and databases.
- Train users on how to create Task templates and Task group templates.
- Add/Remove user’s accounts from the system.
- Create/Remove category type items as requested.
- Add and remove Group skills.
- Add and remove Approval groups.
- Use Remedy Import to import large files into Remedy
- Populate spread sheets to prepare them for import.
- Create data reports for managers.
- Import spreadsheets for version 7.6, validate the uploaded data and then promote the data.
Bestica, San Antonio, TX
Remedy Administrator ITSM 7.0 Feb 2008 – Nov 2009
- Configure access levels for various user groups.
- Setup business rules for all work centers.
- Design forms for customized look and feel.
- Configure companies, organizations, support groups and locations that the company will be using.
- Grant user access to various groups in Remedy.
- Excellent customer service.
- Work with data security to verify user’s access level to permission groups.
RightStar Systems, San Antonio, TX
Remedy Administrator Oct 2007 – Dec 2007
- Install ITSM Remedy v7.0.2
- Configure companies, organizations, support groups and locations that the company will be using.
- Configure access levels for various user groups.
- Setup work flow for all work centers.
- Design forms for customized look and feel.
- Assist system administrators in configuring servers.
- Configure Remedy for Lightweight Directory Access Protocol (LDAP).
- Import tables from the HEAT software.
- Test the ticketing process to ensure tickets will be delivered to the correct work center.
U.S. Civil Service, San Antonio, TX
Application Developer Sep 2004 – Sep 2007
- Functional System Administrator for the non-hosted RightNow Technologies application used by the
U.S. Air Force Personnel Center for creating trouble tickets and frequently asked questions.
- Maintain connectivity between Remedy and RightNow software.
- Work closely with Remedy administrators to ensure data is being transferred to and from the
RightNow application.
- Develop business rules for various agencies within the A.F. Personnel Center (AFPC) that utilize the
RightNow software.
- Coordinate new software releases with Database Administrators and System Administrators.

4. - Design, personalize and run analytical reports for customers.
- Design and maintain web pages for work centers within the Air Force Personnel Center.
- Create and assign access profiles and create user ID’s and passwords for all users of the software.
- Set up POP3 email addresses that the system uses for auto responses and replies.
Certifications
- ITIL v3 foundation
EDUCATION AND TRAINING:
- Andress High School El Paso, TX 79924. Graduated 3/1980
- Community college of the Air Force. Associates 8/99
- Graduate of Technical Training for Maintenance Data Systems Analyst
- Honor Graduate in Leadership Management Development School
- Remedy training Part 1, 2 and 3 certificate