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December 2003 - Present: UW School of Medicine IT Services
  As a staff member of the University of Washington School of Medicine IT Services I support business processes used by the Dean's Office and academic departments by leading development and maintenance of software and database applications.

July 2005 - Present
Information Systems Manager

Align software development efforts of staff members including, business analysis, development, testing, and deployment with business needs of various Dean's Office business units. Introduced agile development methodologies that measurably improved customer satisfaction, software quality, while reducing time to production.

October 2004 - July 2005
Development Manager

Lead the software development of Remedy ARS, S1032, and GMETaBS (Graduate Medical Time and Billing System) teams. Establish performance tracking and initiatives, customer relationship improvements, and various project management process streamlining.

December 2003 - October 2004
Lead Remedy Developer

Manage development and implementation of the mission critical custom-built School of Medicine Administrative System (SOMAS) using the Remedy Action Request System. SOMAS replaces the legacy (terminal based) System 1032 database system.

November 1997 - December 2003:  Technology Consultant (Remedy Action Request System)
Note: Company names marked with a "*" are consulting and staffing firms that I have contracted with.  The actual customer name is hyperlinked. Between November of 1997 and December of 2003 I provided Customer Relationship Management (CRM), electronic business infrastructure and IT service management (ITSM) consulting services - specializing in the BMC Remedy Action Request System - to quality companies across North America.

Clients/Activities Include:

September 2003 – December 2003
BJC HealthCare, St. Louis, MO (Solution Consultants, Inc.*)

Project Overview: Provide subject matter expertise to existing Action Request System/Remedy development team as well as custom development.

Project Highlights Include:

  • Minor customizations to Remedy Help Desk Application.
  • Advise & provide expertise regarding ARS customizations.
  • Designed & developed module for auto group assignment/notification module.

February 2003 – July 2003
TorchQuest, Inc., Austin, TX (Sapphire Technologies*)

Project Overview: Assist client in development of analytical reporting tool for resale to Fortune 500 companies. Designed and developed AR System application to track historical data from Remedy Help Desk and format it for use in the TorchQuest TruVantage data warehouse.

Project Highlights Include:

  • Design data collection layer in ARS to monitor and collect actual and potential values from Remedy Help Desk application.
  • Assist Java development efforts by providing insight to the Remedy architecture and API functionality.
  • Develop Perl scripts to create simulated help desk environment, including over 9600 end user records and 400 transactions/day using (Perl/ARSPerl).
  • Manage development (Windows 2000 Server/SQL Server 2000), and test (Windows 2000 & Solaris) AR System environments.
  • Provide business consulting expertise in regards to IT best practices as well as day-to-day operations of IT service desk.

December 2002 – February 2003
Regions Financial, Montgomery, AL (National Computer Services, Inc*)

Remedy ARS 5.0/Mid-Tier/ MS SQL Server on Windows 2000 server - Review, troubleshoot & develop solutions for existing custom-built help desk (Regions Case Files), change management (Regions Common Request) and time tracking (Regions Time Tracking) applications.

Project Highlights Include:

  • Guide project requirements gathering, scheduling and management for development team.
  • Architect new “shared” workflow providing a scalable and maintainable development environment.
  • Design and develop improved user interface allowing for easier use by end users.
  • Mentor and provide direction for client’s existing Remedy administrator.
  • Develop and deploy applications via ARS Mid-Tier.

October 2002 - November 2002
Southwest Research Institute, San Antonio, TX (Bull Creek Data, Inc*)

Project Overview: Implement customized Remedy Service Management (RSM) help desk application running on ARS 5.01, across multiple "virtual" help desks for windows native (AR User) and web (Mid-Tier) clients.

Project Highlights Include:

  • Designed project customization to account for multiple "virtual" help desks.
  • Implemented automatic update of people information (SHR:People) from Oracle ERP system.
  • Developed daily email reporting module (by virtual help desk).
  • Customized and deployed application via ARS Mid-Tier for web clients.
  • Advised on ARPerl and AREA plug-in installation and configuration.
  • Developed and taught two training sessions for support staff, titled: "Introduction to Remedy Help Desk 5.0".

November 2001 - February 2002
Bull Creek Data, Austin, TX

Project Scope:  Design, develop and implement custom Customer Relationship Management (CRM) application using ARS 5.0 and Mid-Tier.

  • Determined high-level requirements and develop project plan.
  • Designed flexible & scaleable data-driven architecture.
  • Developed application using ARS 5.0 and Mid-Tier.
  • Provided documentation, training and support.

August 2001
World Savings, San Antonio, TX (Bull Creek Data, Inc*)

Project Scope Included:

  • Troubleshoot data import from PeopleSoft application.
  • Aid with RemedyWeb/ARWeb installation.
February 2001 - May 2001
TManage, Inc., Austin, TX (ARC, Inc.*)

Project scope:  Developed asset management application for Managed Network Services (Network Operating Center).

  • Determined business and technical requirements.
  • Assisted project planning and scope.
  • Developed integration with MicroMuse Netcool (via ARS Gateway).
  • Assisted report developers with Acuate & Crystal Reports integration.
  • Developed web-based asset submission interface (via Perl & ARSPerl).
October 2000 - February 2001
TManage, Inc., Austin, TX (ARC, Inc.*)

Project scope included:

  • Assist existing development staff with CRM application.
  • Assist in Functional Specification and Requirements Analysis documenation for Network Operation Center (NOC) ticketing system.
  • Develop integration points for Apropos incoming fax functionality.
  • Assist e-Commerece developers with Allaire Cold Fusion/ARSPerl integration.
  • Consult with report developers (Crystal & Actuate).
  • Consult with CTI developers (Apropos).
February 2000 - October 2000
Schlumberger, Inc., Austin Product Center, Austin, TX (Bull Creek Data, Inc*)

Project scope included:

  • Consolidation of 58 Oilfield Services helpdesks into one application.
  • Upgrade existing server from ARS 3.02 to 4.03.
  • Redesign existing application to take advantage of new ARS features.
  • Facilitate integration with Allaire's Cold Fusion.
  • General ARS administrative responsibilities.

December 1999
Ceon Corporation, Redwood City, CA (Remedy Corporation, Consulting Services*)

Project Scope Included:

  • Troubleshoot auto-assignment feature of Bug Tracking application.
  • Create and integrate custom reports within Bug Tracking application.
  • Troubleshoot ARS/MS Exchange integration.
November 1999 - December 1999
UUNet, a MCI WorldCom Company, Hilliard, OH (Remedy Corporation, Consulting Services*)

Project Scope Included:

  • Integrated 3 support centers into one, linked ARS application.
  • Upgrade development and production servers from ARS 3.21 to ARS 4.02.
  • Upgrade of all ARS clients to ver. 4.0X.
  • Designed and developed custom "UUHost Support Console" as single point of entry to AR System.
  • Designed and developed custom Customer Relationship Management (CRM) application utilizing:

Inbound and outbound email capabilities, online solutions document integration, and data driven application administration where applicable (categorization, pending reason, documents, email response and next activity).

  • Designed and implemented "UUHost Enhancements" application to allow tracking of suggest enhancements.
July 1999 - November 1999
PennState-Geisinger Health System, Danville, PA (Remedy Corporation, Consulting Services*)

Project Scope Included:

  • Revision of Requirements Analysis document performed earlier in year.
  • Upgrade Help Desk staff from Remedy Help Desk 2.0 to Help Desk 4.0.
  • Design and implement custom On-Call Schedule tracking module.
  • Design and implement custom Telamon, Telalert paging and "Evoice" integration.
  • Design and implement custom SLA and Escalation module.
  • Assist with ARWeb 3.02 installation and feasibility study.
  • Design and aid in implementation of Intel LANDesk integration.
  • Customization of Help Desk 4.0 appearance and workflow to meet unique requirements of customer.
  • Initial Requirements session for determination of Asset Tracking integration.
August 1999
NextCard, Inc., San Francisco, CA (Remedy Corporation, Consulting Services*)

Project Scope Included:

  • Move existing Bug Tracking application from development to production.
  • Integration of Bug Tracking application with corporate Intranet web site using ARWeb 3.02
  • Train Customer Support manager on Helpdesk 4.0 application.
February 1999 - June 1999
Encyclopaedia Britannica, Inc., Chicago, IL (CNC Professional Services*)

Project scope included:

  • Assist in troubleshooting and performance tuning of existing BaySupport installation for Customer Relationship Management (CRM) system.
  • Development of Internal Helpdesk Requirements & Needs Analysis Document and Project Plan.
  • Customization and migration of Purchasing@Work from development to production - including Remedy@Work web page customization.
  • Configuration, customization and development of Helpdesk application (ARS Help Desk 3.0).
  • Asset & Change Management including integration with Tivoli.
  • Implementation of Remedy's Service Level Agreements (SLA).
  • Migration from development to production server (including reconfiguration).
August 1998 - September 1998
Schlumberger, Inc., Austin Product Center, Austin, TX (Bull Creek Data, Inc.*)

Project scope included:

  • Migration of ARS application from existing NT 4.0 server to new NT 4.0 server.
  • Upgrade ARS from 3.0 to 3.2.
  • Upgrade database from Oracle 7.xx to 7.4.3.
November 1997 - August 1998
Baylor College of Medicine, Texas Medical Center, Houston, TX (Bull Creek Data, Inc.*)

Project scope included:

  • Business analysis and application requirements gathering.
  • Service Level Agreement implementation.
  • Consolidation of 7 IT divisions onto one ARS application.
  • Migration of data from NT 4.0 development server to Solaris production server.
  • Integration of internal helpdesk application with ServiceWare's Knowledge Pak.
  • Integration with ARWeb using HTML and JavaScript.
  • ARS Administration and User training.
  • Creation of Administrator and User documentation.

February 1995 to November 1997
ARS Administrator, Customer Support Manager & Sales Representative - Charter Communications International, Inc. - Houston, Texas (known as Phoenix DataNet prior to January 1996 and then as Pointe Communications. NOTE: No longer in business).

Remedy Action Request System Accomplishments:

  • Developed and implemented Sales Order System (S.O.S.) application for sales and leads of Internet customers.
  • Designed & developed Customer Support application used to track outside customer support call resolutions.
  • Developed Asset Tracking and Trouble Reporting system for infrastructure.

Customer Support Accomplishments:

  • Position created to grow department size and scope while maintaining high levels of Customer satisfaction.
  • Grew staff from three to fifteen individuals.
  • Designed and implemented Key Performance Indicators, improving group performance while maintaining customer and employee satisfaction as well as corporate goals.
  • Created departmental goals, mission statement and training program for new support employees.
  • UNIX based Point of Presence's (PoPs) using equipment from Cisco, Digital Equipment, Xyplex, Ascend and Motorola.

Internet Sales Representative

  • Full time, temporary position to establish a presence for the Internet.
  • Outbound and Inbound sales of Internet access.
November 1994 to March 1995
Computer Training and Course Development - Peak, Inc. - Clear Lake Shores, Texas
  • Consultant for the development of training course for new users of the Internet.
February 1993 to October 1994
Regional Wholesale Sales Representative & Retail Store Department Manager

West Marine Products, Inc. - League City, Texas

  • Responsible for sales and account management, department merchandising and inventory control.
November 1990 to January 1993
Store Manager - John Kolius's Regatta Sports & Rigging - Seabrook, Texas
  • Responsible for all aspects of day-to-day operations including purchasing, staffing, training, and sales of sailboat-oriented retail store and rigging shop.
  • Promoted, organized and conducted the annual Fall Dinghy Regatta benefiting the Texas Special Olympics.
May 1990 to November 1990
Service Manager - Banks Sails Caribbean - St. Thomas, US Virgin Islands
  • Scheduled and supervised all sail repair. In charge of purchasing and inventory control for raw materials, including clearing through customs.
June 1987 to April 1990
Assistant Manager - Chicago Yachting & Navigation - Chicago, Illinois

Copyright 1995 - 2011 Joseph Caropepe
All rights reserved.

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