*Over 20 Years of Experience in Information Technology

Phil Scott 4390 King St. #1312 Alexandria, VA 22302 home (703) 647-9712 cell (323) 308-9535 [email protected] www.remedy.us.com

Summary:

*Over 20 years of experience in Information Technology. *Over 10 years of experience in Analysis, Design, Development, Management and implementation of various applications using BMC Remedy Action Request Server. *Developed many applications using AR System 5.x through 7.x such as Project Management Applications, Service Request Systems, Time Tracking, Asset Management and Security applications. *Expertise in using Remedy tools and utilities such as Remedy Migrator 7.x, Remedy Import 7.x, Panacea and AR Utilities. *PM Best Practices utilizing Microsoft Project, Share Point and Livelink. Managed projects to on-time completion. *Excellent knowledge of Remedy packages: Incident, Problem, Change and Asset Mgmt, CMDB and SLM. *Extensive knowledge of creating and editing Remedy workflow: Forms, Active Links, Filters, Escalations, etc. *Experience in working with ITSM and CMDB 8.0. *Experience with Enterprise discovering and management tools such as LANDesk, NetCool, BigFix and SCOM. *Over 10 years experience creating Reports for Remedy ITSM and CMDB. Tools include Crystal Reports and Birt. *eSecurity Teamworks, LLC and Remedy US, LLC are both personal corporate entities for billing and tax purposes.

Education:

California State Polytechnic University, Pomona, CA September 1984 to June 1989 Bachelor of Science Degree in Communications, Telecommunications

ITIL Certification Foundation Certificate in IT Service Management EXIN, Sponsored by it SMF, November, 2006

Skillset:

Remedy Action Request System, Remedy Mid-tier, Remedy Migrator, Remedy Import, Remedy Developer Studio, Remedy Assignment/Approval/Email Servers, Remedy ITSM (Incident, Change, Problem), CMDB, Atrium Integration Engine (AIE), Atrium Integrator (Spoon), Service Level Management, BMC Remedy ITSP 3-4, Crystal Reports/Crystal Enterprise 9-11 and Birt (web reports). Windows Servers, Linux, UNIX, MS SQL Server, Oracle, Microsoft IIS & Tomcat

Experience:

Remedy US, LLC, Washington, DC January 2011 to Current Independent consulting for companies requiring BMC Remedy Configuration, Customization, Integrations & Project Management. Following are completed and ongoing projects with Remedy US, LLC:

US House of Representatives CAO, Washington, DC (04/12 – 9/12) Contract through Windward ITS Service Management Architect for CMDB *Development of custom data model for House business services *Creation of all CIs, relationships and impacts with shared viewable diagrams in Atrium Explorer *Developed and conducted on-site training courses for users and administrators in CMDB version 7.6.04 and version 8.0 *Provided written documentation of CMDB process and procedure, manuals and PowerPoint presentations *Developed custom join forms for CMDB reporting along with both Crystal and Birt (web) reports Phil Scott (continued) *Developed and tested import procedure for CMDB data into Remedy Version 8

Phil Scott (continued)

Marriott Int, Gaithersburg, MA (02/12 – 4/12) Contract through Windward ITS Senior Developer for Remedy On-Demand *Import of all foundation data into new system including Company, Location, Organization, People and Support Groups* *Integration of Oasis for Region, Site Group, Site and Site Alias foundation data *Integration of EDS (PeopleSoft) for People information *Integration to CMDB for Desktop Computer Systems and related Users

DHS US-Visit, Washington, DC (06/11 – 02/12) Contract through CSC Service Management Architect *Transfer of 7.5 AR System Configurations, Customizations and Data to new AR System and ITSM 7.6.04 Patch 2 Server Group *Analysis of data, configurations and customizations in legacy system *Import of all foundation data into new system including Company, Location, Organization, People and Support Groups *Import of all transaction data from legacy to new system including Incident Mgmt, Knowledge Mgmt, Task, WIIs and Audit Logs *Customization of Incident Management, Problem Mgmt and Configuration of Change Mgmt *CMDB data modeling, CI and relationship imports, Prod Cat additions and normalization

DLA Piper, Baltimore, MD (02/11 – 4/11) Contract through BMC Senior Developer for Remedy AR System 7.6.04 *Upgrade of 6.3 AR System and Service Desk to Remedy AR System & ITSM 7.6.04/03 Combination *Analysis of data, configurations and customizations in legacy system *Import of all foundation data into new system including Company, Location, Organization, People and Support Group Members *PeopleSoft integrations for Person and Organization data updates *Customization of Incident Management (Forms, Consoles and Workflow) *Configuration of SLM (Response, Update and Resolution Service Targets), SRM and Knowledge Mgmt. eSecurity Teamworks, LLC, Los Angeles, CA January 2003 to December 2010 Independent consulting for companies requiring BMC Remedy Configuration, Customization, Integrations & Project Management. Following are completed and ongoing projects with eSecurity Teamworks:

Research In Motion (Blackberry), Waterloo, ON Canada (07/09 –12/10) Contract through BMC Senior Developer for Remedy AR System 7.5 Change Management *Requirements gathering for Blackberry Network Operations *Development in Change Mgmt 7.5 using Developer Studio *Testing of customizations and documentation of results *Resolution of incidents for current system in production *Mentoring for Junior Developers on all development teams (Incident, CMDB & Infrastructure and Integrations)

Development Architect for AR System 7.5 Asset & Contract Mgmt, Normalization, Licensing & CMDB *Requirements gathering and documentation of development strategy *Customization of OOB Contract Mgmt Console and Software License/Contract Mgmt forms/workflow *Import, Normalization and Reconciliation of Software Assets from LANDesk *Software Compliance with License Engine. *Addition of new CI class into CMDB for License Keys

Project Remedies Inc, Pacific Palisades, CA (04/09 – 06/09) Direct Client Remedy AR System 7.5 Installation, Configuration and Foundation Data Import *Installation of AR System 7.5 patch 001 onto Windows/SQL platform * Installation and configuration of Incident Mgmt, Problem Mgmt & Change Mgmt *Import of Foundation data (Company, Locations, Organizations, People & Support Groups) *Configuration of Atrium Integration Engine (AIE) for asset (CI) import

VISA Inc, Foster City, CA (09/08 – 03/09) Contract through ISTS Worldwide, Inc Development Team Management/Remedy AR System 7.1 ITSM 6 Development/Identity & Access Control (IAC) * Development of custom Non-Public Information (NPI) Security Protocol for all ITSM forms (IAC) * Change Management responsibilities for regular release schedule to production * ITSM team management responsibilities including time management, assignments and interview for new contractors * Corrections/Enhancements of heavily customized ITSM Change Management application Page 3 Phil Scott (continued) * Form design, workflow development and testing of ITSM based on client requirements w/documentation

DaVita, San Jose, CA (07/08 – 08/08) Contract through Project Remedies (PRI) Team Management/Remedy AR System 7.1 ITSM 6 Development * Development of customized change management application separate from ITSM Change Management * Form design, workflow development, testing based on client requirements. Documentation of work * Provided user testing template and project log, testing, error correction & enhancement request documentation

2Wire, San Jose, CA (06/08 – 06/08) Direct Client Remedy AR System 7.1 Deployment and Configuration * Installation & configuration of Remedy 7.1.03 AR System, CMDB, Incident Mgmt & Problem Management * Foundation data load of Company, Organization, Location, Requestor and User data * LDAP Integration (AREA) for external authentication

Sony Electronics, San Diego, CA (08/07 – 05/08) Contract through IBM Remedy AR System 7.1 Deployment and Configuration with IBM Accelerator (Solaris, Oracle) * Installation, configuration, implementation & post go-live support for Remedy 7.1, Service Desk, Change Mgmt and SLM * Discovery, validation and promotion of foundation data using BMC Data Management tool * Installation and configuration of IBM Accelerator for ITSM * ARDBC LDAP integration with People/User import and automatic updates/modification from LDAP * External authentication with LDAP through AREA

Yipes!, San Francisco, CA (01/07 – 07/07) Contract through Project Remedies (PRI) Remedy AR System 6.03 Custom Application Development (Solaris, Oracle) * Installation and configuration of Remedy Help Desk, Change and Problem Management version 6.3 patch 20 * 5.x to 6.x migration of Remedy ITSM on Solaris/Oracle with Midtier, Flashboards and Web services * Additional functionality and upgrading of custom application based on business model * Development of custom network services/equipment connection application with Help Desk integration * Installation of AR System 6.03 Mid-tier on multiple Solaris systems for web-based Help Desk access * Documentation of new application design, QA and test plans

US ARMY, Fort Huachuca, Sierra Vista, AZ (10/06 – 12/06) Contract through Project Remedies (PRI) Remedy AR System 7.0.1 and ITSM 7.0.1 Implementation and Configuration (Solaris, Oracle) * Definition of Operational and Product categorization schema * Installation of Oracle 10g and AR System 7.0.1 on Solaris e2900 * Tutorial on ITSM 7, ITIL and Atrium CMDB 2.01 * Authoring and implementing test scenarios for Incident/Problem Mgmt with focus groups

Secure Computing, St. Paul, MN (7/06 – 9/06) Contract through Maryville Technologies Remedy AR System 6.3and Customer Support with custom applications (Windows, SQL) * Performance enhancements for existing Remedy Mid-tier applications and Remedy Server Group * Data Migration for deployment of new application replacing existing * Crystal report creation to cleanse, normalize data for migration to new application * Development of new functions/workflow within existing customized applications

Charter Communications, St. Louis, MO (11/05 – 6/06) Contract through ClientSolv Remedy AR System 6.3 custom solution development (Solaris, Oracle) * Design and Development on Solaris/Oracle, AR System 5.1.2 with Midtier 6.0 * Development of new custom modules (Enterprise Governance, IT Request), UAT and deployment * Large scale production changes: server hardware, EIE and SMS integration * Development of new functions/workflow within existing customized applications

ACS, Portland, OR (8/05 – 11/05) Contract through Technisource Remedy AR System 5.x Service Provider for NIKE, Spherion and Starbucks * Additional functionality and upgrading of custom AR System implementation * SQL Replication from Peoplesoft into SQL staging table for Remedy contact record synchronization * Installed Remedy Server with Mid-Tier for testing of forms and workflow for AR System 5.1.2 to 6.3 upgrade

AVON Products, Rye, NY (6/05 – 7/05) Contract through Pepperweed Page 4 Phil Scott (continued) AR System 6.x with ITSP (ViaTIL) Development, Crystal Enterprise/Crystal Reports Development * Installation/Configuration of Crystal Enterprise 11 server with custom report publishing/scheduling * Custom report development with Crystal Reports 10 for Change and Problem Mgmt, Help Desk and Asset Mgmt * Procedure compliance evaluation for global IT infrastructure using ITIL model * Light Development in ViaTIL - CMDB, Change Management, Help Desk and Asset Management * Mentoring of internal staff on ITSP4 with respect to planned upgrade

Warner Bros., Burbank, CA (11/03 – 3/05) Contract through Kforce AR System 5.x with ITSM Development, Crystal Reports Development, Web Application Development * Business needs assessment, development and QA – Change Management, Help Desk and Asset Management * ITSM v4.5 to 5.5 data migration (Help Desk and Asset) * Proposals for Remedy development including: SAN Mgmt., Virtual Assets and Software License Mgmt. * Functional and Regression test case documentation; Architecture, Support and Procedural documentation * Custom report development with Crystal Reports for billing, asset mgmt. and change/help desk requests Farmer Insurance Group (Zurich Insurance Services), Los Angeles, CA May 1999 to December 2002 Project Manager

PC Help Desk Creation, Development & Management * Created new National PC Help Desk (Client Support Tier One) with Project Proposal, schedule and deliverable dates * Customized GWI c.Support in Lotus Notes for Farmers Help Desk national deployment * Department policy, procedures & mission scope * Created service level agreements for Distributed Computing Help Desk * Created three-tiered request/problem categorization tree * Created Lotus Notes groups to define access privileges * Conducted national training for Operations staff * Managed staff of eight for six months during department startup

Lotus Notes Development * Development and customization of Notes applications for Zurich and Farmers business units * Pilots of multiple OS platforms for Domino service including Win2000, AS400, Sun and Linux * Proposal, Development and Implementation of High Availability Clustering and Disaster Recovery for Domino * Scripting for addition/deletion of personal address book documents through email (VB Script, Pearl) * Integration Lotus Notes with other database platforms including, SQL and Oracle

Gino Graziano & Associates, Los Angeles, CA October 1998 to April 1999 Help Desk Manager/Project Manager (Independent Consulting)

New Business Development/LAN Implementation/Project Manager * Executed and provided in-depth detailed, needs assessment of both application and hardware platform requirements * Wrote comprehensive proposals for projects, to include: scope of work, timeline, deliverables, forecasted expenses and training * Provided hands-on training of end user applications. * Remedy Help Desk consulting and application development * Provided technical support experience to all connectivity/applications/hardware-troubleshooting issues that could not be resolved by two layers of internal support. * Clients included: Concepts 4, International Iron Works, Mark Weaver & Assoc., Thomas Morgan & Assoc., Magni Design, Thomas Achille & Assoc. and The Vonderheide Showroom.