Contact Information (QR Code)

Kevin Pickens

Systems Engineer / IT Generalist

  • Indianapolis, Indiana, 46239 USA
 
Profile:
Detail-oriented and fast-learning systems engineer (application support) with eight experience.
Knowledgable about many applications and protocols. Excellent written and spoken communication abilities; capable of explaining technical topics to non-technical individuals and business topics to non-business individuals.
 
Skills:
  • XHTML
  • HTML5
  • PHP
  • Pentaho (Spoon ETL)
  • BMC Remedy (ITSM Suite)
  • Verint (formerly: Perseus and Vovici)
  • HTML
  • CSS
  • MySQL
  • Oracle
  • SOAP Web Services
  • Java
  • WordPress
 
Highlights:
  • Developed, designed, and implemented a complete conversion of the ETL process for customer identification data, improving accuracy and completeness and saving Tier 1 support an estimated two hundred to four hundred hours per year.
  • Collaborated on a method for retrieving CI data from a data provider with no available programmatic connections in a more security-conscious portion of the network without violating security controls.
  • Created an application that allowed the reporting team to retrieve data from a vendor's system, saving the cost of additional licensing for the reporting tool.
 
Experience:

Systems Administrator Coordinator — Senior Programmer/Analyst Coordinator — Systems Engineer

BAE Systems, Inc

December 2009 - Present

I customize the Remedy (BMC Action Request System ITSM and Atrium CMDB) ticketing application to meet our internal needs.This includes:

  • developing Forms
  • developing Filters
  • developing Escalations
  • developing Active Links
  • adjusting existing Forms and Applications to:
    • include necessary data
    • validate entered data
  • developing integrations using Atrium Integrator to:
    • transfer People/User/customer data from Microsoft Identity Integration Server (MIIS)
    • transfer People/User/customer data from Novell Identity Vault
    • transfer CI data from CA Spectrum
    • transfer network device and site data from a custom portal based on IBM Tivoli Network Monitor (ITNM)

I customized the Maximo (Tivoli Service Request Manager) ticketing application to meet our internal needs. This included:

  • developing Workflows
  • adjusting Applications to:
    • include necessary data
    • validate entered data
  • implementing Job Plans

I was also the secondary database administrator for our installation of Maximo (utilizing Oracle 10g R2 RAC).

I was responsible for developing and deploying modifications to our RightAnswers Self-Service and Support Analyst installations.This included integrating these systems with Maximo.

My duties also included maintaining and administering our installations of the Perseus and Vovici survey applications.This included:

  • managing survey author and administrator accounts
  • creating surveys from question lists and text provided by customers
  • developing reports from data enter by respondents
  • updating the installed software
  • installing the software
  • troubleshooting problems which arise when accessing the software administration interface or individual surveys

Help Desk Assistant

BAE Systems, Inc

April 2008 - December 2009

I provided Tier 1 and Tier 2 phone and e-mail support to internal customers, including:

  • resetting passwords and PINs for systems including:
    • Microsoft Active Directory
    • RSA SecurID
    • VASCO Data Security
  • managing accounts in:
    • RSA SecurID
    • VASCO Data Security
  • troubleshooting for common desktop applications, such as:
    • Microsoft Word
    • Microsoft Excel
    • Microsoft Access
    • Microsoft Power Point
    • Microsoft Outlook
    • Microsoft Internet Explorer

Help Desk Analyst

ACCESS Systems, Inc

September 2007 - March 2008

I provided Tier 1 and Tier 2 phone and e-mail support to internal customers, including:

  • resetting passwords for Microsoft Active Directory and applications internal to the Department of State
  • managing accounts in Microsoft Active Directory
  • troubleshooting for common desktop applications, such as:
    • Microsoft Word
    • Microsoft Excel
    • Microsoft Access
    • Microsoft Power Point
    • Microsoft Outlook
    • Microsoft Internet Explorer