Michele Mizell has over 13 years of experience as a Remedy Developer and Administrator with expertise in designing, developing, implementing, and supporting BMC Remedy applications. She has a strong technical background working with Remedy AR System and ITSM suites, as well as skills in programming languages, databases, and other development tools. This document provides details on her work history, technical skills, and qualifications for Remedy-related roles.

1. Michele Mizell
m_mizell@verizon.net 469-223-3959
Summary:
 13+ years of experience as Remedy Developer/Administrator with strong skills in BMC Remedy AR
System and in IT Service Management Suite (ITSM) 7.x. This includes design, develop, test, install,
upgrade, implement, document, train and support of Remedy ARS and ITSM applications.
 Experience in AR Schema, Incident Management, Problem Management, Change
Management, Service Request Management, Knowledge Management, Flashboards, SLA
Management, Distributed Server Option, BMC Mobility
 Extensively used Remedy User Tool, Developer Studio/Remedy Admin, Remedy Import, Remedy
Alert and Remedy Migrator.
 Experience in upgrading of ITSM suite from 7.5 to 7.6 and 7.1 to 7.6
 Extensive experience in designing, developing, configuring Remedy workflows using Filters, Active
Links, Web Services, Escalations, Menus, and Groups according to business requirements.
 Designed custom built Help Desk modules based on user requirements.
 Designed flashboards for HD module for providing dynamic data.
 Performed various system administrative tasks which include install/upgrade of Software, applying patches
to ARS 4.x/5.x/6.x/7.x/8.x, troubleshooting ITSM 7.x, monitoring server logs in Windows and
UNIX environment
 Strong debugging skills on ARS workflow applications.
 Good Knowledge of ITSM best practices (ITIL).
 Good understanding of Remedy Mid-tier system
 Strong working knowledge of Oracle (11g/10g).
 Extensive Experience in developing reports using Crystal Reports
 Good Knowledge in ASP.NET, API, Java Scripting, XML and HTML
 Strong in preparing Test cases, Test Scripts and Test plans from requirements.
 An excellent team player with highly favorable interpersonal and Communication skills.
 Ability to quickly master new technologies and apply their full range of capabilities.
 Ability to work independently as well as in a team within time constraints and under minimum supervision.
Technical Skills
Operating Systems: Windows 2003, 2005, 2008; UNIX, Solaris
Applications: Microsoft IIS 6.0 & 7.0, Apache Tomcat 5.0 & 6.0, Weblogic 10c, 11c, 12c
Databases: SQL 2000, 2003, 2005, 2008: Oracle 10g, 11g
Tools: Visual Studio 2000, 2003, 2005, 2008
Visio, SQL Management Studio, BMC Developer Studio 7.5/7.6/8.1, Soap UI 4.x/5.x,AR Import Tool, Abydos
Analyzer, HP Quality Center, Putty, WINSCP, Attachmate Reflection, Toad for Oracle, Microsoft Visual Studio
Team Foundation Server 11, BIRT
Programming Skills: ASP, ASP.NET, VBScript, JavaScript, HTML, XML, BMC Web Services, and working
knowledge of Perl, C# and Java
Remedy ITSM Modules: Incident Management, Problem Management, Change Management, Service Request
Management, Knowledge Management, BMC Atrium CMDB, BMC Mobility for Incident Management
Professional Experience
XO Communications Dallas, TX
Sr. Remedy Developer/Administrator
April 2015 – Present
 Responsible fordevelopmentandsupportof customremedy workflows
 Responsible fordevelopmentandsupportof remedyintegrationswithNetcool andexternal clients
usingwebservices
 Createdmonthlyandon-demandreports forHelpDeskmanagers usingCrystal Reports11.0and BIRT

2.  Developednewinterface form tocreate a ticketfroman email usingwebservices
 Worked with business analyst to write requirements documents, design documents, and installation
plans
 WorkedwithUAT teamto developandexecute testcases
 Provide support for ebonding functionality
AT&T, Dallas, TX
Sr. Remedy Developer/Administrator
Oct. 2012 – April 2015
 Migrated custom applications to ITSM environment using BMC Migrator and Developer Studio
 Migration of workflows from development to test to production environments
 Worked with end users and business analyst to write requirements documents, design documents, and
installation plans
 Responsible for communicating requirements and design with offshore contractors and building workflows
from design documents.
 Worked with UAT team to develop and execute test cases
 Provided use cases and end user training for Incident and Problem Management Module
 Upgraded custom helpdesk applications from ARS 6.3 to ARS 7.6.04
 Responsible for maintaining and supporting multiple interfaces using Remedy API Calls
 Modified custom Crystal Reports
 Upgraded ARS, ITSM Modules and Midtier from 6.x and 7.1 to 7.6.04
 Led evaluation efforts for BMC Mobility for Incident Management application
 Coordinated production rollout activities across multiple support groups
 Provided technical input and assistance with production support
 Work with offshore teams to develop and administer project plans
 Developed and executed plan for cloud server migration of database servers
JC Penney, Plano, TX
Software Engineer I
2009 – Oct . 2012
 As part of the ITSM Team, completed the design and build of IT Processes for the Upgrade of BMC Remedy System
from highly customized ARS 6.0 implementation to ARS 7.5 and ITSM 7.5 while also managing the scope of
requirements. Responsible for Software Installations, Requirements Gathering, Building Customizations, System
Testing, End User Acceptance Testing and on-going support and maintenance for Incident Management, Problem
Management, and Knowledge Management
 Responsiblefor Installation, Configuration, Development andSupport for Service Request Management (SRM)2.2 and
upgrade of SRM to 7.6
 Led design and configuration of Single Sign-On Solution for ARS 7.5 using GetAccess, IIS, Mid-tier, and custom Java
dll
 Responsible for implementation, support and maintenance of several Remedy Integrations using PeopleSoft, LDAP,
and Netcool
 Responsible for managing all Remedy Maintenance releases which included reviewing enhancement requests,
creating Change Requests, ensuring the enhancements which will be implemented are documented in Quality Center
 Facilitated the creation of the development process for Service Request Management. Led focus group meeting with
IT and Non-IT users to determine taxonomy of SRM. Led requirements gathering meetings with IT and Non-IT users
to design, develop, test, implement, and support the creation of new service requests

3.  Led team of 2 software engineers in the design, development, and deployment of several service requests for the IT
Organization which eliminated email and phone request and provided a tracking and reporting mechanism.
 Worked closely with the Service Desk in developing a training program for the use of Work Orders within Remedy.
 Participated in ARS and ITSM Upgrade from 7.5 to 7.6 with lead role in Incident Management remediations, RKM
Conversion from 7.5 to 7.6, SRM testing, functional testing and defect tracking. Responsible for documenting ITSM
7.6 requirements, acquiring stakeholder sign off on design document, created test cases in Quality Center to test each
Remedy deployment, and executed these test cases in the Test Plan module in order to track pass / fail status.
Conducted User Acceptance Testing and Defect Tracking using HP Quality Center
 Provides 24/7 production support for Remedy issues
Software Engineer I
2006-2008 JC Penney, Plano, TX
 Analyzed, designed, tested, developed and supported highly customized ARS 6.x implementation
 Conducted AR Server software installs, patch upgrades, and applied hot fixes as needed
 Responsible for implementation of Remedy and Avaya Phone System Integration and worked closely with 3rd party
vendors and Remedy consultants during design, development, and implementation
 Designed, developed, and implementedCustom WebBasedticketingsystemforclient groupusingBMC.NETAPIcalls
in an ASP.Net application
 Implemented BMC’s Distributed Server Option (DSO) in order to generate a reporting database for the users
 Implemented LDAP Integration with Remedy for Authentication and People Searches using vendor forms
 Designed, developed, implemented, and maintained a Remedy Application Failover between active and passive
application and web servers using hardware load-balancers
 Provided 24/7 production support for Remedy issues
Infrastructure Architect I
2004-2005 JC Penney, Plano, TX
 Developed custom workflow to support user requirements for Remedy Helpdesk Application
 Designed, Developed, Tested, and Implemented Remedy Integration with AT&T using Remedy API Calls and an
XML Gateway to open, update, and close incidents between Remedy and the AT&T Problem Ticket Database.
 Designed and Implemented Failover and Backup Application between our Primary and Backup Application
Servers using ASP, JavaScript, VBScript and SQL Commands
 Project Lead for server migration between datacenters and provided Business Continuity Planning
Documentation for Remedy and related interfaces.
 Provided daily support to ensure stability of Remedy Application for 90% uptime
Systems Analyst II – Team Lead
2001-2003 JC Penney, Dallas, TX
 Led Team of 4 Analyst who were responsible for software development and maintenance for Remedy 5.x and
Listserv Mailing Applications
 Led Implementation of the Steltor Calendar which was used corporate wide. Responsible for organizing and
conduction training of users, installation of server software, distribution of client tools, and the migration of data from
old system.
 Administration, Installation and Maintenance of Listserv Mailing List Software
 Development, installation, maintenance, modification and administration of Remedy ARS 5.X
 Developed Custom Remedy Applications for Web Users using Remedy API’s
 Designed, developed, tested, and implemented a single sign on web based Remedy application using Remedy API
Calls, ASP, JavaScript, and VBScript Programming
Systems Analyst

4. 1998-2000 JC Penney, Dallas, TX
Responsible for COBOL Programming and JCL Code for Mainframe Support of Credit Systems
Technical Training and Education
Bachelors of Management Information Systems – Langston University
ASP, ASP.NET, Visual Studio.Net
ARS Administration and Development 5.x, 6.x, and 7.x
Service Request Management 2.0, 7.6
ITIL v3 IT Service Management Essentials,
Gathering and Analyzing Business Requirements, Project Management Fundamentals, Business Process
Analysis, Estimating Projects – IT Project Management
SQL Basics 2005, SQL Reporting Services
References available upon request