Beverly Biba

Accomplished IT Professional with proven record of delivering quality IT services with a diverse background with web-based COTS applications. Possess knowledge as well as technical experience in best-practice methodologies such as ITIL, IT Service Management, system development lifecycle (SDLC) and Project Management. In addition, possess excellent client relations skills with the ability to quickly develop relationships and socialize system products to all levels of an organization.

Professional Experience

Service Catalog Web Developer 

• Design, develop, and deploy forms using BMC Remedy Service Request Management (SRM) module.
• Apply and maintain design patterns to ensure consistency across products and platforms.
• Deliver validated solutions to engineers and ensure quality final customer-facing product.
• Maintain and manage Service Catalog content per requirements. 
• Collaborate with the web team to monitor and update Service Catalog content.
• Create documentation for functional and technical requirements.
• Design, develop, and deploy Remedy templates for: Workorders, Changes, and Incident Management modules.
• Automate manual processes to support NRC’s initiative to modernize, develop, and improve their current processes. 
• Schedule weekly meetings with customers to participate in requirements gathering while developing a design solution.
• Deploy forms designed, developed and unit tested with customers to production. 
• Assist in audit remediation.
• Support enterprise teams with questions or issues with various application modules in Remedy.
• Maintain Remedy's Support queue and assign tickets to other team members, monitor outstanding tickets, and follow up with requesters to close or reassign tickets.
• Assist and respond to requests for improvement of Remedy forms and workflows.
• Capture areas of improvement and update document as required.
• Maintain the SharePoint Remedy folder to keep documents current.
• Create an end-to-end solution to replace a manual process for regional customers. 
• Perform monthly Microsoft security patch testing and provide feedback to the software testing team.
• Perform support group user maintenance by adding or removing Remedy user accounts.
• Provided technical assistance for development, testing, and execution of system workflow activities.
• Involved in documentation of Standard Operating Procedures for End User Computing.
• Provide best practice advice to clients.

Bachelor of Science

Management Information Systems