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BMC® Service Desk Express Suite (previously known as Magic Service Desk)
TechBIO of R. Shane Mundee
Remedy Magic HelpDesk Consulting Experience - 2005- Developed a custom service desk system using Remedy Magic Service Desk version 8.00.1545 for both an Irving, Texas international automotive telematics corporation and a major Milpitas, California Wireless company.
- Responsible for administering, maintaining, upgrading and developing customized web-based service/help desk solutions.
- Utilized a three-tiered client/server design (Test, Development, and Production servers) to protect and maintain the 24x7 production server environment.
- Used Magic Test To Production (MTTP) tool to gather changes in the Development database and move them to the Production database.
- Created custom forms, navigation bars, popups, and quickviews and applied to groups and users.
- Created custom business rules to send notifications, add incident detail and automatically close incidents.
- Edited the Magic database using the DB Admin Tool and added custom fields to database tables.
- Administered the production Magic system including companies, groups, users, subject categories, quickviews and crystal reports.
- Engaged (Daily) Remedy Magic telephone support and utilized the Remedy Magic support website to submit and track reported issues (Defects and RFC's).
- Performed Microsoft SQL Server 2000 Database administration
- Utilized Microsoft SQL Enterprise Admin GUI to setup daily recurring database maintenance jobs.
- Used Magic Database Admin tool to add custom fields to the Incident table.
- Performed all Magic server administration and development tasks remotely using Microsoft Terminal Services.
- Monitored all six magic Microsoft Windows 2003 servers -application event logs and Magic job and mail queues.
- Maintained all six magic Microsoft Windows 2003 servers -defragmentation, security and event logs, and operating system patches.
- Troubleshot business rules and notifications using Microsoft SMTP mail queue and magic viewer utility.
- Interfaced with Executive management and department managers to customize the system according to business needs and operation.
- Designed custom screen forms to facilitate readability and usability.
- Consulted about system workflow issues with intent to maximize efficient system operation, ensure ownership, and reduce ambiguity.
- Documented the system using custom .ASP code, Microsoft Word and Excel.
- Worked assigned Incident tickets, fixed problems and performed requested changes to the system.
- Subscribed to and monitored Magic usergroups, namely the MagicSolutions Yahoo user group.
- Performed Daily Server Administration on Microsoft Windows Server 2003.
- Responsible for six total servers (3 Application and 3 SQL Servers configured into a Test, Dev, and Production setup)
- Utilized the Magic Management Center (MMC) to monitor real time performance of the Magic server.
- Edited the canned Crystal Reports using the bundled version of Crystal Decision's (now Business Objects) Crystal Reports Pro version 10.0.0.533.
- Troubleshot using Magic Monitor and DebugView version 4.40 from www.sysinternals.com
- Utilized the following Magic Modules and Add-Ons: File Attachments.
- Used the following Magic Service Desk Suite version 8.0 Option packs:
- MCS - Magic Client Services/Self Service Desk (SSHD)
- MMC - Magic Management Center
- SMS - Microsoft's System Management Server (SMS) integration module
- MBA - Magic Business Automation (MBA) Business Rules
- CSBR - Client-Side Business Rules
- MTTP - Magic Test To Production
- SIR Server - Statistical Information Retrieval (SIR)
- Magic Service Desk Selective Ticket Indexing
Remedy Magic HelpDesk Consulting Experience - 2004- Replaced prior obsolete helpdesk system: Liberum HelpDesk.
- Implemented the following new systems: Magic Service Desk 7.52.
- Upgraded server to Magic Service Desk Version 8.0
- Customized Magic for a 7-person IT HelpDesk department working environment.
- Acted as single point of contact for resolving Magic Service Desk issues.
- Worked closely with Magic Telephone Technical Support to resolve all issues.
- Performed requirements analysis and information gathering.
- Worked closely with upper management to design custom reports.
- Researched and interviewed upper management to arrive at a customized scheme for categorizing all work generated through the Magic system.
- Worked with upper management to create a priority classification scheme and then worked with Magic technical support to implement the customization.
- Responsible for creating weekly reports and identifying trends.
- Presented performance reporting to IT Staff and Management.
- Worked closely with IT staff and upper management to utilize Magic to identify trends and track staff and task statistics in order to more effectively manage the IT department and provide tangible feedback to upper management.
- Performed implementation, configuration and administration of Microsoft SQL Server 2000 (Magic Database was stored here.)
- Implemented Magic Knowledgebase module and loaded and indexed content to facilitate Level-1 HelpDesk workers.
- Worked with the Magic included canned Crystal Reports and directed Crystal Reports developer to create new meaningful reports.
- Tested all Magic Product Features and implemented management approved features.
- Responsible for ensuring the administration, health and availability of the Magic server in addition to creating a planned strategy for manual procedures to be followed in case of server/data loss or downtime.
- Educated the IT staff about the necessity of identifying and documenting the “root cause” of all issues.
- Educated the IT staff about how to properly document their individual work efforts through the Magic system.
- Educated the IT staff about how to properly categorize each ticket according to the IT department’s unique and constantly evolving system of categorization.
- I managed the company’s Magic sales and technical support relationships and served as the single point of contact.
Remedy Magic Bookmarks
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