Nicolas Roome

Technical Support Supervisor / Senior ITSM Consultant / FAST Lead Architect at RJR Innovations
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Contact Information
us****@****om
(386) 825-5501
Location
Ottawa, Ontario, Canada, CA
Languages
  • French Native or bilingual proficiency
  • English Native or bilingual proficiency

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Credentials

  • BMC Client Management Certified Professional
    BMC Software
    Nov, 2015
    - Nov, 2024
  • BMC Remedyforce Certified Professional
    BMC Software
    Jan, 2013
    - Nov, 2024
  • BMC Footprints Service Core Certified Professional
    BMC Software
    Oct, 2012
    - Nov, 2024
  • ITIL 2011 Foundation
    Loyalist College
    May, 2012
    - Nov, 2024
  • Salesforce Certified Force.com Developer 401
    Salesforce Training
    May, 2010
    - Nov, 2024
  • Glider Pilot Licence
    -
  • Private Pilot Licence (Night endorsement)
    -

Experience

  • RJR Innovations
    • Canada
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Technical Support Supervisor / Senior ITSM Consultant / FAST Lead Architect
      • Aug 2020 - Present

      • Supervise technical support teams and assist with hiring, policy communication, coaching, and grievances• Manage ticket handling process and respond to day-to-day needs.• Assist with customer support.• Design, build, test, and document the FootPrints Advanced Starter Template (FAST) for BMC FootPrints• Design, develop, and test the FootPrints Administrator Companion Tool (FACT) for BMC FootPrints• Technical and process consulting services specializing in BMC FootPrints and ITSM/ITIL• Project management including pre-sales, technical demos, discovery, implementation and training, creation of scopes of work, and quoting, and after-services support• ITSM product translation (English to French)• Maintain and manage company infrastructure

    • Senior ITSM Consultant / FAST Lead Architect
      • Jun 2019 - Aug 2020

    • IT Service Management Consultant
      • Dec 2012 - Jun 2019

      • Product manager, architect and developer of the RJR FootPrints Advanced Starter Template (FAST) for BMC FootPrints• Architect and co-developer of the FootPrints Administrator Companion Tool (FACT) for BMC FootPrints• Promoted from IT Service Management Support Analyst – RjR Innovations, February 2010 to December 2012• Consulting services for the following products: BMC Service Desk Express, BMC Remedyforce, BMC FootPrints Service Core, and BMC FootPrints Asset Core (aka: BMC Client Management)• Consulting services for the following processes: Incident Management, Problem Management, Change Management, Service Level Management, Service Request Management, Configuration Management, Knowledge Management• Project management including discovery, pre-sales, technical demos and training, creation of scopes of work, implementation, and after-services support• Product translation (English to French) for BMC FootPrints Service Core and BMC Service Desk Express• Second level support and consulting for RjR Infrastructure team

    • IT Service Management Support Analyst
      • Feb 2010 - Dec 2012

      - First level support for BMC Service Desk Express- Consulting for BMC Remedyforce- Consulting for BMC Service Desk Express- Consulting for Vidyo personal telepresence- Infrastructure administrator (network, server, VoIP)- SMART product installer

  • Department of Justice Canada
    • Junior Systems Analyst
      • Feb 2008 - Jul 2008

      - installation and configuration of network equiment- commissioning and decommissioning of servers and racks - installation and configuration of network equiment- commissioning and decommissioning of servers and racks

  • Department of Justice Canada
    • Junior Technical Analyst
      • Jan 2007 - Aug 2007

      - Assisted with various network and server tasks- Assisted with workstation deployment and migration, including installation- Setup testing lab- Assisted with inventory cleanup and decommissioning of old assets - Assisted with various network and server tasks- Assisted with workstation deployment and migration, including installation- Setup testing lab- Assisted with inventory cleanup and decommissioning of old assets

Education

  • Algonquin College of Applied Arts and Technology
    Advanced Diploma, Computer Systems Technology
    2008 - 2009
  • Algonquin College of Applied Arts and Technology
    Diploma with Co-Operative Education, Computer Systems Technician
    2005 - 2007

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