Senior PM / ITSM Archiect / Scrum Master at Caesars Entertainment Corp
Las Vegas, NV 89119
United States
www.harrahs.com
October 2009-Present

• Implemented ITIL v3 and PMI best practices throughout all phases of this Agile Scrum development environment. • Additional responsible positions included Scrum Master, Release Manager, Asset Manager and Service Request Management Process Owner. Defined process and policies has it related to asset and service request management across the global enterprise. • Responsible for the management, architecture, installation, configuration and customization of the BMC Remedy “out of the box” applications of IT Service Management (ITSM – including the individual core components of Help Desk, Change Management, Incident Management, Problem Management, Knowledge Management, Asset Management, and Service Level Agreements. • Responsible for the management of 30+ in house and offshore development team members along with project integration efforts with IBM and Siemens Support Service teams. • Managed the architecture and development of mirrored HA (High Availability) and DR (Disaster Recovery) Remedy environments in the state of New Jersey. Licensed with the New Jersey Gaming commission. • Defined and designed SRM process workflows enterprise wide. Assumed additional role as the SRM Process owner and ITSM Tools Manager. • Architected the integration of system monitoring tools and auto-ticketing systems which included Althiris, Tivoloi Web Services, HP NNM, Wintel MOM, BMC Performance Assurance, Nagios, Hawk/Tibco and I2MP. • Guide strategic vision of AR System applications. Architecting application & platform solutions. Lead designer of AR System integration points. • Deployed web applications using ARWeb, RemedyWeb, custom scripts (Perl, ASP & Cold Fusion) and, most recently, Remedy ARS Mid-Tier (JSP). These applications have run on various UNIX and Windows operating systems and SQL Server, Oracle and Sybase databases. Activities also include LDAP integration. • Managed the coordination and negotiation of outside vendors including Siemens, IBM and Infosys. Managed off-shore resources located throughout India. • Proficient in foundation data configuration and process configuration of BMC Remedy ITSM. Experience in CMDB for building reconciliation rules, creating and running jobs in RE Manager, working with classes and good knowledge of common data model. Experience in applying BMC ARS and ITSM patches. • Integrated the Discover/Reporting server with the inclusion of crystal reports and the Business Objects Analytics tool. • Defined and designed SRM, Change and Incident management reporting schemas thru BMC Analytics. • Responsible for the training and education of 800> IT support team members as well as over 13K end users across Harrah’s worldwide property operations.

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