John Donnell

JPDonnell@gmail.com

306 S. Pershing Dr. Arlington VA, 22204 ● (630) 677-3765

 

AREAS OF EXPERIENCE:

Supervisory Roles: 4 years

Cloud Architect: 4 years

ITIL Process Engineer: 4 years

BMC Remedy Engineer: 6 years

General IT Experience: 11 years

Help Desk and User Support: 3 years

 

 

SKILLS:

●        Cloud Implementation and Management Design

●        Experienced Enterprise Management Engineer: BMC Remedy ARS, ITSM, ScienceLogic EM7

●        Customization of BMC Remedy, ITSM: requirements analysis, design, and implementation

●        Administration and Configuration of Atrium CMDB, Remedy Service Desk, Change Management, and Asset Management

●        IT Process analysis, documentation, evaluation and design based on ITIL framework

●        Exceptional communication skills

●        Facility in word processing, spreadsheet, and presentation applications

 

EXPERIENCE:

●                     3 years Enterprise Architect for Fusion PPT

▪          Mr. Donnell performed expert analysis and design work to assist multiple clients with their implementation and management of cloud solutions.

♦        Completed requirements analysis and decomposition for a number of areas in support of the SGSS program for NASA.

♦        Delivered design documentation, trade studies, product analysis and supported client review of the design process and outcome.

♦        Designed and implemented customized functionality and integrations in BMC Cloud Lifecycle Management tool.

●                     3 years Consultant – Senior Consultant for Windward IT Solutions

▪          As a Consultant, then Senior Consultant, Mr. Donnell assisted and led teams implementing federal and commercial solutions of Enterprise Network Management Systems. 

♦        Remedy team lead for an implementation of business processes within BMC Remedy ITSM at a federal client

●        Developed custom Change Management task workflows

●        Implemented customized chargeback model within Asset Management: applied billing rules for customers based on Asset data and relationship data in CMDB

●        Initial implementation and customization of configuration management in Atrium CMDB

♦        Remedy team member and Change Management process resource for standup of a new NOC/SOC to support a federal project 

●        Remedy tasking included Incident, Problem and CMDB implementation and configuration including importation of Foundation data

●        Created Change Management process to run in Remedy Incident Management application to fulfill project requirements for Change process

♦        Implemented a VMware VI3 installation to support demonstration of CA’s Advanced Systems Management and Data Center Automation Manager tools

♦        Designed, implemented and supported initial deployment of ScienceLogic’s EM7 Enterprise Management System for internal Windward use. 

♦        Implemented and supported initial deployment of EM7 for commercial client.  Assisted in design and implementation of significant customizations to support client’s organizational needs

●                     6 months Software Tester for Windward IT Solutions

▪          The Software Testing Engineer was responsible for establishing and maintaining the Real Worlds lab environment and using it to test a broad spectrum of IT tools for review purposes.  Test results and analysis were used to create review articles in Network Computing magazine authored by Michael Biddick.

♦        Created virtualized lab environment to support testing of Application Performance Management and Patch Management tools using VMWare server and VI3 platforms

♦        Created tests to evaluate software packages for internal use and review purposes.  Executed tests and presented evaluations of application performances during testing

♦        Products Tested and Evaluated:

●        Application Performance Management: Symantec I3, BMC ProactiveNet

●        Patch Management: BigFix, Ecora, Kaseya, LANDesk, Lumension Patchlink, Shavlik NetChk Protect

●        Enterprise Network Management: ScienceLogic EM7

●                     3 years User Acceptance Tester – Technical Support for The Higher Gear Group

▪          The User Acceptance Testing team was responsible for all levels of software testing.  Activities included designing, documenting and executing testing procedures in diverse tools using Linux, Python, SQL and shell scripting.

▪          The Technical Support team was a second tier support group responsible for incident resolution and problem creation and documentation.  Activities included phone and remote support for python and java applications, Windows and Linux OS issues and documentation of issues and solutions.  Also led technical effort supporting development of new system for centralized parsing and assignment of sales leads

●                     1 year Help Desk Intern for American Management Systems

♦        The Help Desk team supported a user base of around 700 users spread across two buildings, deploying new systems, troubleshooting incidents, and reporting problems.  Activities included troubleshooting of OS, network and application issues, phone support, Asset Management activities.

 

CERTIFICATIONS:

●        ITIL v3: Service Transition Lifecycle, Foundation

●        BMC Remedy 7.5: Administrator

 

 

CLEARANCES:

●        DOD: Top Secret

●        IC: TS w/ polygraph

 

EDUCATION:

B.A.¸Communication                                                  Wheaton College, Wheaton, IL