ROGER A. NALL
McKinney,TX
Summary
Track record of delivering business-critical projects on-budget and on-schedule, creating customer confidence and new opportunities. Strong client-centric project leadership, problem solving and strategic technology planning skills. Consistently implements cost-effective solutions to meet key, business-mandated objectives.
Overview
28
28
years of professional experience
Work History
Sr. Remedy Consultant
Infosys Ltd.
04.2025 - 09.2025
- Collaborated with stakeholders to understand and develop solutions for new functionality and integrations.
- Participated in Agile development cycles with 2-week Sprints.
- Attended various Agile meetings: Daily stand-up, Sprint Planning.
- Reviewed application logs (SQL, Filter, Escalation, Active Links) to troubleshoot issues.
- Worked with BMC to create Cases for issues when necessary.
- Shared responsibility of all Remedy releases to AOTS-M production.
- Integrated with external systems using View forms and Webservices.
Scrum Master Consultant
Infosys Ltd.
12.2018 - 01.2025
- Attended various Agile meetings: Daily stand-up, Sprint Planning.
- Responsible for creating JIRA tickets for work that need to be accomplished for each Sprint.
- Worked closely with business stakeholders to make sure existing Wireless Remedy functionality would be included in the new combined Wireline/Wireless ticketing system.
- Created Rally Features as needed.
- Responsible for creating JIRA user stories as needed for each Sprint.
- Collaborated with Program Manager to ensure that Rally and JIRA items were in sync.
Sr. Remedy Developer
Verizon Co
Plano, TX
09.2014 - 12.2018
- Responsible for analysis and development of requested changes to existing custom XO Remedy IT and CO Remedy systems.
- Merged XO Remedy System into Verizon Wireless Remedy System.
- Participated in Agile development cycles with 2 Sprints.
- Attended various Agile meetings: Daily stand-up, Sprint Planning.
- Performed upgrades of both ARS and Mid-Tier from v7.6.4 to 8.1.2.
- Worked with stakeholders to understand and develop solutions for new functionality and integrations.
- Reviewed application logs (SQL, Filter, Escalation, Active Links) in order to troubleshoot issues.
- Worked with BMC to create Cases for issues when necessary.
- Share responsibility for all Remedy releases into the Linux environment.
CONFIGURATION IMPLEMENTATION ANALYST CONSULTANT
Health Care Service Corporation
Richardson, TX
02.2014 - 06.2014
- Tracked and documented all research and configuration work including regular updates to the users.
- Reviewed and authenticated system configuration business requirements.
- Effectively completed configuration requests as assigned, based on approved business requirements to support current business processes.
- Created and maintained defect Excel reports using SQL queries in HP Quality Center.
- Supported 1000 users of Aerial Health Care Management system.
- Project was to support Aerial Health Management system during conversion of ICD 9 codes to ICD 10 codes. Project was terminated due to changes in national law around the adoption of ICD 10 codes.
Software Development Manager
T-Mobile USA
Frisco, TX
01.2005 - 12.2013
- Fully responsible for all BMC Remedy and Business Objects development and support teams.
- Directed team development, performance, motivation collaborations and customer satisfaction.
- Drove and delivered team and technology initiatives and results including identifying opportunity to reduce costs by reallocating licenses saving $3M.
- Proposed organizational restructure of multiple teams and systems.
- Hired, developed and retained high-performing employees.
- Developed centralized repository for incoming project and enhancement requests.
- Received Recognition and Awards from internal customers for optimizing Customer Care application.
- Nominated for 'Peak and IT Service' awards.
Sr. Remedy Consultant
T-Mobile USA
Bellevue, WA
06.2013 - 10.2013
- Responsible for development of BMC Remedy systems supporting 20k internal IT and Customer Care organizations.
- Development-lead for upgrade of BMC Remedy to v8.1.
- Analyzed and developed enhancements to existing applications to support the addition of a new Strategic Partner.
- Funding for this project was reduced which led to reduction in force.
Senior Remedy Developer
T-Mobile USA
TX
01.2003 - 12.2005
- Administered and developed BMC Remedy supporting multiple business critical client-facing organizations.
- Analyzed and created requirements, designed, developed and implemented BMC Remedy Trouble and Change Management applications supporting up to 15,000 users.
- Conducted 24x7 Remedy Application support ensuring high availability.
Software Developer
Totaltel/Covista Communications
Little Falls, NJ
01.1998 - 12.2002
- Fully responsible for all Remedy projects.
- Administered ARSystem including requirements gathering, creation and implementation of plan, facilitation of project and documentation process.
- Developed all objects within the ARSystem including forms (schemas), active links, filters, menus, and escalations.
- Sustained the highest customer satisfaction verified by internal measurements.
Education
Graduate -
Computer Learning Center
Skills
- C-Suite & Stakeholder Presentations
- Application Design
- Technical Support
- Change Management
- Application Architecture
- Documentation
- Project Management
- Vendor Relations
- Process Improvement
- Needs Analysis
- Collaboration
- Procedure Development
- Strategic Planning
- IT Security
- Customer Service
- Team Leadership-Motivation
- IT Strategy
- Training & Development
Accomplishments
- Supervised team of 6 staff members.
Professional Development
- ITIL v3
- BMC Remedy Administration
- Service Now Foundation
- Service Now Administration
- Oracle Essentials
- Verizon Certified SCRUM Master
Languages
English
Native or Bilingual
Timeline
Sr. Remedy Consultant
Infosys Ltd.
04.2025 - 09.2025
Scrum Master Consultant
Infosys Ltd.
12.2018 - 01.2025
Sr. Remedy Developer
Verizon Co
09.2014 - 12.2018
CONFIGURATION IMPLEMENTATION ANALYST CONSULTANT
Health Care Service Corporation
02.2014 - 06.2014
Sr. Remedy Consultant
T-Mobile USA
06.2013 - 10.2013
Software Development Manager
T-Mobile USA
01.2005 - 12.2013
Senior Remedy Developer
T-Mobile USA
01.2003 - 12.2005
Software Developer
Totaltel/Covista Communications
01.1998 - 12.2002
Graduate -
Computer Learning Center