Roger Walls has over 20 years of experience implementing and customizing BMC Remedy implementations for a variety of clients. He is proficient in all aspects of BMC Remedy from installation and configuration to custom application development and training. He has delivered robust Remedy solutions that meet complex business needs for clients across many industries.

1. ROGER G. WALLS SANTA CLARA • CA • HOME 408 980 0522 • CELL 408 368 1794 • RWALLS1500@YAHOO.COM
SUMMARY
20 years of proven excellence in multi-tasking and managing multiple priorities with attention to detail, discretion and a
proactive approach, all with ease and a smile. Provide robust solutions that although simple on the front end, enforced
complex rules and business practices on the back end. I don’t just make Remedy hum, I make it sing and dance.
TECHNICAL SKILLS
 BMC Remedy  Servers (UNIX, Windows, etc.)  ITSM
 BMC Remedy Mid-tier (web)
 Custom Applications
 DBs (MSSQL, Oracle, Sybase)
 CMDB
 SalesForce.com
 Atrium
Accreditations
 DoD Top Secret Clearance  CompTIA Security+ Certification  BCP 8.x Svc Desk &Change
 ITIL v3 Certified
 Crystal Reports
 TL9000 Certified  BMC/Remedy v7.6.04 Certifications
 Certified Remedy Skilled Professional
CAREER HISTORY
BMC Software Federal LLC Sr. Professional Services Consultant Santa Clara, CA 10/11 – 4/15
Full time employee for BMC Software Professional Services
 Worked at BMC Software customers
o California Department of Corrections and Rehabilitation
o US Air Force
o University of Missouri
o Google
o US Army NETCOM
o Sutter Health
 BMC products included :
o Service Desk (Incident Management and Problem Management)
o Change Management
o Service Request Management (SRM)
o BMC Remedy Mid-tier (web)
o Knowledge Management (RKM)
o Service level Agreements (SLA)
o Hub and Spoke
o Atrium Discovery and Dependency Mapping (ADDM)
o BMC ProactiveNet Performance Management (BPPM)
o Single Sign On (SSO)
 Installed, configured and maintained in a worldwide environment
 Implemented customization while maintaining “out of the box” usability
Cisco Remedy Developer Santa Clara, CA 2/11 – 4/11
Contracted to install and configure BMC Remedy v7.6.04 ITSM suite (LINUX/Oracle)
 Modules included Change Management, Incident Management, Service Request Management, Remedy Mid-tier
(web), Knowledge Management, SLA
 Implemented customization while maintaining “out of the box” usability
 Created course material and lead custom internal trainings
EBay Remedy Developer San Jose, CA 11/10 – 2/11
Contracted to create enhancements and refine custom applications for employee IT HelpDesk system
 Upgraded ARSystem v6.3 to v7.1 (Windows/Oracle)
US Army Remedy Instructor Sierra Vista, AZ 11/09- 10/10
In this full-time position, performed services including project engineering, integration, installation, test, training and
material acquisition support for the Army Network and Enterprise Technology Command (NETCOM)

2. ROGER G. WALLS SANTA CLARA • CA • HOME 408 980 0522 • CELL 408 368 1794 • RWALLS1500@YAHOO.COM
 Trained IT departments onsite at US Army Bases and online via weekly session on Change Management,
Incident Management, Problem Management, CMDB modules
 Created training materials and installed Oracle and ITSM suite on training server test system
 BMC Remedy ITSM suite v7.1 (Solaris/Oracle)
Kaiser Contractor Remedy Developer Pleasanton, CA 9/09-10/09
Within a very narrow timeframe, I was contracted to debug and repair Remedy system issues
 Modified workflows, created enhancements, refined existing system
Daimler Trucking Contractor Remedy Developer Portland, OR 6/09-9/09
Contracted to repair and complete an internally built custom Remedy application
 Added additional functionality, ran user acceptance testing (UAT)
 Rolled out application in record time recognizing significant cost-savings for the company
BigBand Networks Remedy Developer/CRM Admin Redwood City, CA 2006-2009
In this full-time position, I was the sole administrator and developer for the Remedy system. Played an integral role in the
company’s successful IPO.
 Upgrades (ARServer and Mid-tier) from 5.x to 6.3 to 7.1
 Development server: Installed and mirrored production server
 Acquisition Data Migration: merged acquired CRM database into Remedy system v6.3 saving the company over
$40,00 in consultant fees
 Develop custom, automated reports and dashboard for business line managers and executives
 Administration and modification of Remedy Customer Support (CRM ) applications
 Created Major Custom Business Applications: Ran this global initiative from start to finish. Gathered extensive
requirements from all divisions including legal, manufacturing, sales, HR, finance and marketing. By taking these
projects in house, I was able to save the company over $80K.
 Training: Lead internal training on all new applications and changes
iPass Remedy Administrator Redwood Shores, CA 2005 - 2006
Hired by iPass to maintain and repair Remedy systems for this global mobility management firm. Maintained entire ARS
ITSM suite on Unix Servers with Oracle databases.
Google Remedy Administrator/Developer Mountain View, CA 2004 - 2005
Retained via a one-year contract by the Google AdSense team who were responsible for Google ad revenue?
 Managed weekly pushes included bug fixes to production
 Installed and developed DSO to European server resulting in a faster response time for EMEA users
 Documented custom Remedy applications integration
 Created four custom applications including Google Grants
Chevron/Texaco Remedy Administrator/Developer Concord, CA 2003 - 2004
Retained via six month contract (and extended another six months) to prepare system and perform the upgrade to ARS
v5.1.2/v 5.5 Remedy applications (including all custom applications)
 Installed and deployed Remedy mid-tier for web deployment
 Created and update Remedy reports via Crystal Reports backend
 Custom Applications: Saved the corporation $4,500 per annum by creating custom applications
Clorox Remedy Administrator/Developer Oakland, CA 2003 (6mths)
Retained via contract to correct custom change control applications and prepare system for v5.5 upgrade
 Developed custom reporting (using Microsoft Access) for management reports
 Documented procedures for 5.x upgrade and debugged and modified/fixed Remedy codes
 Completed 126 Change Requests from simple patches to complex workflows
Infineon Technologies Remedy Administrator San Jose, CA 2001-2003
Hired to administer the North American Region of the Global UHD (Universal HelpDesk) project

3. ROGER G. WALLS SANTA CLARA • CA • HOME 408 980 0522 • CELL 408 368 1794 • RWALLS1500@YAHOO.COM
 Installed, modified, and maintained ITSM suite
 Worked closely with Global Competency Centers
 Provided third-level support and administration for Worldwide Remedy systems.
 Designed and performed training from basic subjects to advanced admin topics
 Designed and implemented custom Remedy applications
MarketFirst Software Application Eng./Tech Support Mountain View, CA 1999-2001
Hired as a founding member of the technical support team for this start-up company.
 Created multiple custom Remedy applications including the Tech Support Call Tracking System
 Grew Customer Support team from 2 to 8 engineers, providing team leadership and processes
 Closed over 800 calls with 85% satisfaction
Remedy Corporation Sr. Tech Support Engineer Pleasanton, CA 1995-1999
Provided multi-level 24/7 support for corporate channel partners and Remedy System Administrators
 Workflow Team Lead to supervise 11 persons
 Created weekly call statistical reports for management personnel
 Selected to handle all complicated and difficult customer issues
 Closed more than 1,700 calls with a customer satisfaction rate of 90%
 Served as mentor and trainer for new Technical Support Engineers with 100% certification rate
 Featured speaker at multiple International Remedy Users Group Conferences
RECOGNITION AND ASSOCIATIONS
 1998: Remedy Outstanding Performance Award
 2000: MarketFirst Tech Support VIP
 2008 BigBand Key Player
 Remedy Alumni
 BMC Remedy & ITSM Professionals
 Member of arslist
 Remedy Skilled Pro
 Remedy User and E
 BMC/Remedy Actio
Gurus