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.
Using IBM Rational Change as an Enterprise-Wide Error Management Solution – ...Contribyte
Using IBM Rational Change as an Enterprise-Wide Error Management Solution – Case Nokia publication date: Jun 6, 2010 IBM Innovate Software Conference 2010 Orlando, US
Using IBM Rational Change as an Enterprise-Wide Error Management Solution – ...Contribyte
Using IBM Rational Change as an Enterprise-Wide Error Management Solution – Case Nokia publication date: Jun 6, 2010 IBM Innovate Software Conference 2010 Orlando, US
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Entry Skills:
• General knowledge of the WebSphere Application Server and J2EE
Exit Skills:
• Basic knowledge of the performance lifecycle
• Knowledge of performance tuning methodology
• Awareness of performance tuning resources and tools
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This lecture discusses the fundamentals of WebSphere® performance. We’ll discuss the performance lifecycle – driving performance from planning, design, development, and deployment. The session also covers the basics of the performance tuning methodology. Finally, we’ll discuss how capacity relates to the above.
Entry Skills:
• General knowledge of the WebSphere Application Server and J2EE
Exit Skills:
• Basic knowledge of the performance lifecycle
• Knowledge of performance tuning methodology
• Awareness of performance tuning resources and tools
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The Online Patching feature of Oracle E-Business Suite 12.2 will reduce your Oracle E-Business Suite patching downtime to however long it takes to bounce your application server. This Oracle development session details how online patching works, with special attention given to what is happening at the database object level, where patches are applied to an Oracle E-Business Suite environment that is still running. Come learn about the operational and system management implications for minimizing maintenance downtime when applying Oracle E-Business Suite patches with this new technology, and the related impact on customizations you might have built on top of Oracle E-Business Suite.
OOW15 - Planning Your Upgrade to Oracle E-Business Suite 12.2vasuballa
This session discusses key planning considerations when upgrading to Oracle E-Business Suite 12.2. It combines lessons learned from customers with practical advice from Oracle’s development, consulting, and support organizations. Understand how to build the business case, identify needed time and resources, prepare business and IT staff for changes, plan for required system changes, create an effective test strategy, and more.
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A new, simpler tool for importing ClearCase version history into Rational Team Concert (RTC) was introduced in RTC 4.0.5. This is a new stand-alone tool that does not require ClearCase synchronization to be set up to use it. This presentation will first provide an overview of the difference between ClearCase and RTC SCM, then talk about the new migration tool and its enhanced capability in upcoming RTC release. You will understand how the tool can help you migrating the data successfully and it concludes with a live demo of the migration tool. Watch the presentation on YouTube: http://ow.ly/uvBSX
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Release 11.1.2.3—and beyond—of the Oracle Hyperion enterprise performance management family of applications delivers significant new application and technical functionality. This session discusses the details of the upgrade’s technical enhancements, provides practical advice on how to plan and execute an upgrade, and discusses the benefits of using the latest release, 11.1.2.3.500, of the Oracle Hyperion EPM platform. It includes case studies of customers that have upgraded and are seeing the benefits.
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In order to be able to successfully in running IT As a Service, we need to have a complete solution that resolves around monitoring of health state of service, tracking and remediation of issues & pain points in the services and how we can automate these process to make to address this issue consistently. In this session, we will demonstrate how SCOM, Service Manager and Opalis work together to deliver an integrated monitoring and response solution across the System Center Suite.
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