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Kevin Pickens

Senior Systems Engineer / IT Generalist

  • Indianapolis, Indiana, 46239 USA
 
Profile:

Detail-oriented and fast-learning systems engineer (application support) with ten years 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:
  • Designed, developed, 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.

  • Designed, developed, and implemented a user interface for viewing and updating locations and related data in BMC Remedy.

  • Designed, developed, and implemented a user interface for submitting network device IMAC tickets to all appropriate groups with automated data completion.

 
Experience:

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