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Summary

Ken has over seventeen years of experience in the Service Management field along with his Microsoft Certified Systems Engineer and Database Administrator designations. His wide breadth of exposure gives Ken a unique and encompassing outlook on IT consulting and services.

Work History

Jun 2012Present

Senior Consultant & Director

Autologica Consulting Ltd.

IT process automation specializing in the BMC sphere of IT Service Management

Nov 2015Feb 2016

CMDB Business Analyst

Techlink Systems

American Honda Motor Company, Inc.

Provide subject matter expert process analysis to Asset Management and Configuration Management business areas with particular focus on CMDB data modelling and implementation.  Gather requirements from business process owners, create business and technical requirements.

Environment:  HP Service Now (Fuji, Geneva)

Jun 2015Sep 2015

ITSM Developer/Architect

Tech Mahindra

Bright House Networks, Tampa Bay, FL

Integration and automation of Remedy (8.x custom application) with Salesforce.com and Cortx/Cenx automation platform.  The end goal was end to end automation of customer orders from sale closure to provisioning of equipment and scheduling customer premise engagements.

Environment:  ARS 8.1, BMC Remedy Migrator

Jun 2012Jun 2015

Senior Technology Specialist, ITSM Developer/Architect

TELUS Communications

Ongoing development and sustainment work for BC Hydro SAAS delivered ITSM.  This includes BMC Analytics subject matter export role and custom integration work.  Integration with customer SAP via TIBCO middleware.  Custom workflow developed for NERC compliance.  Oversee design of asset data and CMDB.  Integration with service desk IVR (Apropos).  Support of large/complex BMC ITSM applications and middleware.  Configuration and implementation of BMC Analytics and Business Objects.  Configuration and development of operational reports using Business Intelligence Reporting Tool (BIRT) 

TELUS End to End Managed Services (E2E) ITSM

Development and Analysis

Senior Technology Specialist, ITSM Developer/Architect, BSA 

Ongoing development and business requirements analysis of the TELUS managed services ITSM service with particular focus on BSA role in analyzing requirements for ITSM reporting via existing tools and BMC Analytics for BSM.  Integration with service desk IVR (Apropos) for live caller integration with BMC ITSM.  Business analysis and development of line of business reports using BMC Analytics and BIRT.  Support of large/complex BMC ITSM applications and middleware. 

Environment(s):  Remedy 7.6.04 and ITSM stack, Oracle 11, MSSQL 2005/2008, Windows, Unix, Linux, BMC Remedy Migrator

Apr 2011Apr 2012

ITSM Business Analyst/Technical Analyst

Emtec Infrastructure Services Canada Corporation

Societe de l’Assurance Automobile (SAAQ)    (5 Months)

Quebec City, QC

ITSM Business Analyst/Technical Analyst 

Provide business analysis to highly process oriented government client.

Assist with deployment of Development, UAT, and Production ITSM Environments.

Configuration, development and implementation of BMC Remedy

Develop data integrations with in-house mainframe asset management database to CMDB using BMC ETL tools (Pentaho/Spoon, Atrium Integrator).  Plan future deployment of BMC ADDM for asset reconciliation and discovery.  Configuration and implementation of BMC Analytics and Business Objects.

Environment:  ARS 7.6.03, ITSM 7.6.03. Windows/MSSQL(2005), BMC Remedy Migrator

City of Edmonton         (12 Months)

Edmonton, AB

LDAP ITSM Integration, ITSM Technical Analyst 

This project involved the synchronization of user information from the City of Edmonton’s Active Directory server with the People data in Remedy.  Mr. Dowdle’s tasks were: 

Convert Legacy Crystal Reports to ITSM 7.6.03 standard.

Assist and troubleshoot data integration with Active Directory including site and people information from a complex, unorganized AD structure.

Assist and troubleshoot data integration with Kinetic.

Manage technical issues to assist in completion of project.

Configuration, development and implementation of BMC Remedy.

Configuration and development of operational reports using Business Intelligence Reporting Tool (BIRT)

Develop functional changes to ITSM to accommodate business specific needs.

Environment:  Remedy – ITSM 7.6.03, BMC Remedy Migrator

Dell Computers (via BMC)        (4 Months)

Round Rock, TX

ITSM 7.6.04 Upgrade 

Upgrade of a large Mixed AR 7.6.03 Mixed ITSM Stack Environment to new 7.6.04SP1 same Stack Environment. 

Responsible for conversion of base objects and Dell customizations to new overlay feature of 7.6.04SP1 and mitigating functionality differences in code upgrade.

Environment:  AR System 7.6.03 Mixed ITSM Stack converted to ITSM 7.6.04SP1, BMC Remedy Migrator

Oct 2007Apr 2011

Staff Consultant (Senior ITSM Consultant and Infrastructure Architect)

Open Text Corporation

Staff Consultant (Senior ITSM Consultant and Infrastructure Architect) 

Messaging Infrastructure Support

  • Very large Exchange 2007 deployment
  • Messaging archival design and support (Symantec Enterprise Vault)
  • Third party software support (Messageware, Resource Central)
  • Migration support to new consolidated Active Directory resource forest
  • Messaging infrastructure monitoring with MS SCOM and SCCM.

Remedy Administration & Development for various projects

Environment:  SUN Solaris, Trend Interscan Messaging, Symantec Enterprise Vault, Add-On Products Resource Central, Messageware OWA Suite, Microsoft Exchange 2007

Shaw Cable Systems   (7 Months)

Calgary, AB

ITSM Implementation Project

ITSM Architect

 

This project was a new ITSM 7.5 implementation and assistance in moving organization from Service Now to ITSM.  The integration was a very large in-house CMDB with ITSM CMDB data model including data transfers and federation of data from multiple authoritative sources.  Mr. Dowdle conducted:

 

Business Analysis of complex ISP/Telecom requirements including privacy issues related to PIPEDA. Configuration, development and implementation of BMC Remedy. Configuration and implementation of BMC Analytics and Business Objects.

Deployment of high availability ITSM environment on UNIX/Linux (Red Hat)/Oracle/Windows mixed application servers all hosted by vSphere.  Application deployment included security requirements for SSH tunnel proxy (Stunnel) between client network and data center.

Other data integration requirements particular to client environment.

Environment:  UNIX, Linux (Red Hat), Windows, Oracle OS and DB platforms.  ARS 7.5, ITSM Suite (Help Desk, Change Management, Asset Management, CMDB).

Burntsand Inc. (Calgary, AB Regional Office)  (9 Months)

Calgary, AB

*Note that Burntsand Inc was acquired and merged with Open Text Corp in 2010*

Staff Consultant (Senior ITSM Consultant and Infrastructure Architect)

 

Messaging Infrastructure Support

  • Very large Exchange 2007 deployment
  • Messaging archival design and support (Symantec Enterprise Vault)
  • Third party software support (Messageware, Resource Central)
  • Migration support to new consolidated resource forest
  • Messaging infrastructure monitoring with MS SCOM and SCCM.

Remedy Administration & Development for various projects

Environment:  SUN Solaris, Trend Interscan Messaging, Symantec Enterprise Vault, Add-On Products Resource Central, Messageware OWA Suite, Microsoft Exchange 2007

May 2007Oct 2007

Business Intelligence Analyst

Conoco Phillips

Develop reports for custom oil and gas database applications

Analyze and query large cross data farms

Environment:  Business Objects Enterprise, Oracle 10g

Oct 2006May 2007

Senior Remedy Developer, Report Writer, Supervisor of Service Fulfillment

Telvent

Remedy Administration, Development, Data Integration

Report Writing (Crystal Reports)

  • Service Level Objective Reports
  • Monthly Reports including Symposium ACD Reports
  • Management and Executive Report requirements

Operational Management of Service Fulfillment areas:

  • Asset Management
  • Security and Account Administration
  • Service Request
  • Remedy Administration
  • Maintenance of n-tier Remedy databases on MSSQL and Oracle

Environment:  Remedy 6.3. ITSM 6.3, Custom applications

Mar 2000Oct 2006

Senior Technical Support Specialist, Senior Remedy Developer

Syscom Consulting (TELUS)

Senior level and on-site technical support of various BC Government Ministries and private sector clients. Includes desktop and server support.

LAN administration, support and installation for Syscom.

Remedy Administration, Development, Process Automation

Configuration, development and implementation of BMC Remedy

Service Level Management Reporting (Crystal Reports and Crystal Enterprise)

Ad Hoc and monthly reporting as per outsourced client requirements

Installation, deployment and maintenance of Remedy and MS SharePoint MSSQL instances

Environment:  Various environments from AR 4.x to AR 6.3

Oct 1999Mar 2000

Systems Analyst, System Integrator, Technical Support Analyst

Micropacific Computer Corporation

Technical support for various small business clients. Includes desktop and server support.

Design and Implementation of new network solutions including physical cabling.

VPN solution design for various clients.

Environment:  NT4, Windows 2000, Various other technologies

Education

2000

Network Systems Analyst

Royal Roads University

MCSE/MCDBA

1993

Bachelor of Science (Genetics)

Simon Fraser University

Certifications

2005

ITIL Foundations

Pink Elephant
2000

Microsoft Certified Systems Engineer

Microsoft
2000

Microsoft Certified Database Administrator

Microsoft

Skills

BMC Remedy

o    BMC Remedy          (4.5 to current)

o    BMC Remedy Help Desk

o    BMC Remedy Service Desk

o    BMC Remedy IT Service Management

o    BMC Remedy Asset Management

o    BMC Remedy CMDB

o    BMC Atrium Active Directory Discovery and Dependency Mapping (ADDM)

o    BMC Atrium Integrator (ETL)

o    BMC Remedy Change Management

o    BMC Remedy Approval Server

o    Remedy AR Web

o    Remedy Web Enterprise 4.11

o    Remedy Flashboards

o    BMC Remedy Mid-Tier        

o    Remedy Flashboards Web

o    BMC Remedy Service Level Agreements

Operating Systems
  • MS Windows 95/98, XP, 2000, Vista, 7, 8, 10
  • MS Windows SBS 5.5 to 2008
  • MS Windows NT4, 2000, 2003, 2008, 2012
  • Linux (CentOS, Ubuntu, Fedora, Mint, Red Hat)
  • FreeBSD
  • Sun Solaris
Databases
  • Sun Oracle (9 to 12)
  • SQL Server (7.0 to 2011)
Misc Software
  • Custom integrations to many third party products
  • Crystal Reports
  • SAP Crystal Reports BI Solutions
  • Microsoft Office Platforms
  • Symantec Enterprise Vault
  • HP Service Now
  • VMware (vSphere, ESXi, Server, Workstation, vMotion)
Methodologies

ITIL, Agile