ITIL Process Engineer for approach to service management see hci-itil.com

Areas of Effectiveness

ITIL PROCESS ENGINEERING
	Service Coordinator for Information Technology Service, Toronto Transit Commission with responsibility for Service Requests and liason between ITS and business representatives. Have developed Service Catalogue web portal and service descriptions in CA Unicentre v 12.5
	Produced Change Management Assessment Report for Toronto Police Service using Gap Analysis comparing TPS current to ITIL best practices
	Developed Release Plan, support process descriptions, Service Desk Support Matrix, Service Level Agreement for enterprise claims management system;
	Developed process description for application steady-state support; wrote Release Plan and coordinated major application passage through Corporate CAB Committee;
	Developing current ITSM approach and describing ITSM processes on web site located at http://www.hci-itil.com
	Developed initial draft of Consolidated Desktop provision process to deliver centralized desktop services to 80,000 Ontario Government employees
	Developed Intake process and SLA governing infusion of 3,000 consultants for major Ontario power corporation
	Delivered ITIL assessment for major Toronto organization. Conducted day-long introductory presentation to ITIL/CobIT/CMM concepts
	Wrote service Level and End-User Agreements for Workplace Safety Insurance Board in Ontario
	Wrote integrated Change/Release/Configuration management process for high availability services for major Canadian bank
	Developed process descriptions for all ITIL process for Hartford Insurance Company, Hartford CT. Provided process advice on improvement initiatives in change, release and incident management
	Developed process descriptions for Incident, Change, Problem, Release Management processes for Economic and Business Cluster (if within Government of Ontario network visit http://intra.ebc.gov.on.ca/itsm )
	Developed web-based Service Catalogue description for Economics and Business Cluster, Gov't of Ontario
	Developed and negotiated Service Level Agreements (SLAs) between Technology Division and Business Unit clients in several organizations
	ITIL Masters Certification in Service Management, ITIL Practitioners Certification in Service Level Management
APPLICATION OF TECHNOLOGY
	familiar with CA Unicentre Incident and Service Catalogue including developing service descriptions
	Technical Project Lead for implementation of Workforce Safety Information Management System (WSIMS) within Government Services Cluster of Ontario government [contract]
	Project Lead for establishment of support structures for Offender Tracking Information System (OTIS) [Ontario Ministry of Correctional Services] within Integrated Justice Project of Ontario Government [contract]
	broad understanding of different technologies and their application to business processes including key issues such as architecture, NT infrastructure, outsourcing and IT-business alignment
	provide relationship management between client business units and the Integrated Justice Information Technology Division (specifically the Ontario Provincial Police, Policing Services Division, Corporate Services Division and the Assessment Review Board
	assisted in planning the roll-out of the Office 97 office automation suite and Exchange Server
	provided first point of conflict resolution in the roll-out of Office 97 Suite and Exchange Server to the above noted business units
	delivered section of presentation on desktop site readiness presentation of Site readiness explanation delivered to Ontario Municipal and provincial Police Cooperative (OMPPAC) at their June 17, 1999 meeting. Site readiness for introduction of new Computer Assisted Dispatch (CAD) and Report Management System (RMS) to participating members. Presentation included presentation of timetable for introduction of Integrated Justice Project and CPIC for Windows applications throughout police forces.
	advisor to business units on a variety of process initiatives including Total Cost of Ownership (TCO), Information Technology Information Library (ITIL) and Service Management Frameworks (Incident, Problem, Configuration and Change management processes)
	Project Lead in implementing "Clean Management" process on desktop infrastructure throughout Justice Enterprise; supervising staff of six external consultants
	wrote RFP for WSIMS, participated in selection of vendors, coordinated vendor scoring methodology
	assisted in the development of Ontario's requirements for development of the RFP for a new national electronic advertising/tendering system
	delivered over fifty presentations to the broader public sector on electronic commerce and/ot corporate contracts offered by Management Board Secretariat of the Ontario Government. This has included a section on electronic commerce (encompassing the national provider of electronic tendering services - MERX).
	developed web site for Purchasing Services Branch and maintain main BSC web site - InTouch web site
	theoretical and practical knowledge of business process reengineering techniques and methodologies gathered from practical experience on reengineering project, extensive courses and readings
	developed 30 page proposal for IT Architecture project which outlined need and key issues to be addressed providing a solid base for the start of the project
	maintained IT architecture, recommended technology solutions and acquisitions in three organizations ensuring in each case that the areas under my responsibility obtained technological benefits earlier than other parts of the organizations
	introduced LAN technology to group of 100 staff, managed conversion of network from Netbios to Novell Netware and implemented MS-Windows interface and products early in their life cycle demonstrating risk-taking, innovation and presentation capabilities
	augmented staff skill sets by introducing help-desk and training services
	project manager for major Decision Support Systems (DSS) in two organizations
	have programmed in Fortran and Basic, have utilized data base offerings - System 2000, System 1022, Revelation and Access
	wide experience with Windows-based software products including word processors, project management, spreadsheet, graphics, communications, databases, etc. Am highly adept in the development of computerized slide shows including voice-over, music, graphics and animation effects
FINANCE AND ADMINISTRATION
	have implemented financial planning and control systems based on value-for-money in four organizations, enhancing the capabilities of these organizations to develop and monitor budgets and control resource usage
	developed Integrated Planning and Control System to bring together information required for planning and control into a single data warehouse. This provided an unheralded ability to compare resource usage against performance contracts
	Controller of government agency for six years with annual budget of approximately $10 Million. In this capacity I had all adverse criticisms of Provincial Auditor removed, developed Investment, Delegation of Authority and Purchasing policies to ensure their conformance with government regulations
	as Controller I participated in the government-wide Financial Officers Council and inter-cultural-agency forums (ie.ROM, AGO, TVO, etc) ensuring representation and common approaches
POLICY DEVELOPMENT & ANALYSIS
	developed discussion paper on role for Purchasing Services Branch in utilizing evolving electronic commerce capabilities
	developed major position paper on Revenue Generation for government agency outlining opportunities and impediments to diversification of revenue sources
	have developed government Treasury/Management Board submissions (TB-20's), Requests for proposals, Issue and Briefing material, Estimates submission and performance abstracts (MBR Abstracts) in several organizations
	coordinated minister's briefing material for a Cabinet meetings with broadcast/CableTV operators in Northern Ontario
	developed Ontario position on Federal-Provincial consultation mechanisms in communications field
	member of steering committee for two years on development of heritage legislation
	concept originator and project manager for development of Ontario Communications Information System, a decision support system which provided the Province with unparalleled access to information for research, representation before the federal Radio-Television and Telecommunications Commission and in negotiating jurisdiction in communications
	coordinated preparation of questions and analyzed the results of public opinion polls providing Province with valuable public opinion information
	prepared major research paper on level of radio and television service in Province by comparing field strength contours of broadcasting stations and boundaries of cableTV systems with census enumeration area data. This demonstrated an innovative and early application of Geographic Information Systems technology
MANAGEMENT
	manage 8 consultants involved in Clean management including hiring, review, budget control of about $1 Million
	ten years supporting senior management on policy, financial and technology issues
	fourteen years supervision of staff including hiring, relation maintenance and performance reviews
	member of self-directed reengineering team promoting new approaches to organizational metrics
EDUCATION
	MA in Quantitative Techniques. Completed all course work towards PhD in Empirical Research and Methodology including several courses from MBA program
	ITIL Master's Certification in Service Management, Service Level Management Practitioner's Certification and Essentials Certification from Exin, Great Britain.
	Master's Certificate in Project Management from George Washington University
	Widely read in in IT Service management --> see readings
	Research Assistant while doing MA in Statistics and Research Design and during PhD program in Canadian Foreign Policy
	Courses include Business Process Reengineering, Client-Server Computing, Data Communications and Networking, Data Warehousing, IT Outsourcing, facilitation and negotiating skills. Self-reading included over 10 titles covering IT Infrastructure development, reengineering concepts and methodologies and key technologies.

Employment History

Oct 2010 to present	Service Coordinator, Toronto Transit Commission
Nov 2009 to Dec, 2009	Process Assessment Analyst, Toronto Police Service
May 2006 to Sept, 2008	Application Release Manager, Government Service, Gov't of Ontario
Mar 2006 to May, 2006	Deployment Analyst, Government Service, Gov't of Ontario
Sep 2005 to Nov 2005	Business Process Analyst, Bruce Power Corporation
Jan 2005 to Apr 2005	Business Process Analyst, Toronto Police Service
Sept 2004 to Jan 2005	Manager, Process Management, Canadian Imperial Bank of Commerce, High Availability Services 22 Front St Toronto, Ontario Report To: Clarence Vander Heide, Director, Infrastructure Services
Apr 2004 to June 2004	SLA Engineer, Workplace Safety and Insurance Board, 200 Front St Toronto, Ontario Report To: Michelle Seville, Project Mgr
Sep 2003 to March, 2004	ITIL Process Engineer - ISD, Hartford Insurance Group Farmington Ave Hartford, CT, 06105 Report To: Michael LaChance, Mgr, Performance Management
August 2002 to Sept 2003, March, April 2004	ITIL Consultant - IT Division, Economics and Business Cluster Government of Ontario 2nd Floor, 55 York St Toronto, ON, CA, Report To: Kevin Griffin, Mgr, Service Management
June 2001 to December 2001	Project Lead - CTAS, Integrated Justice Project, 2nd Floor, 55 York St Toronto, ON, CA, Report To: Ron Pranckevicus, Project Lead - CTAS
July 1998 to June, 2001	Business Solutions Consultant, Integrated Justice 17th Floor, 18 King St East Toronto, ON, CA, Reported To: Mike Campigotto, Executive Lead, Business Solutions
November 95 to June 1998	Broader Public Sector Coordinator, Purchasing Services Branch, Management Board Secretariat, 6th Floor, Ferguson Block, 77 Wellesley West, Toronto, ON, CA, M7A 1N3 Reported To: Neil Sentence, Director, Purchasing Service Branch
February 95 to November 95	(Secondment) Senior Consultant, Business Process Reengineering Team, Ministry of Education & Training, 21st Floor, Mowat Block, 900 Bay St., Toronto, ON, CA, M7A 2L1 Reported To: Jan Donio, Assistant Deputy Minister
June 94 to February 95	Senior Policy Analyst, Capital & Operating Grants Administration, Ministry of Education & Training, 21st Floor, Mowat Block, 900 Bay St., Toronto, ON, CA, M7A 2L1 Reported To: Marika Prymych, Manager
September 91 to June 94	Manager, Finance & Systems, Ontario Heritage Foundation, 4th Floor, 10 Adelaide East., Toronto, ON, CA, M5C 1J3 Reported To: Lesley Lewis, Executive Director
January 88 to September 91	Manager, Policy Development &; Financial Services, Heritage Branch, Ministry of Culture & Communications, 2nd Floor, 77 Bloor St West, Toronto, ON, CA, M7A 2R9 Reported To: Robert Montgomery, Director
September 83 to January 88	Manager, Financial Services, Strategic Planning Branch, Ministry of Agriculture and Food, 801 Bay St., Toronto, ON, CA Reported To: Andy Smith, Director
October 79 to September 83	Manager, Program Planning, Revenue & Operations Research Branch, Ministry of Revenue, 77 Bloor, St. West, Toronto, ON, CA Reported To: John Godden, Director
May 79 to October 79	Senior Operations Officer, Program Planning Branch, Ministry of the Attorney General, 10 King St East, Toronto, ON, CA Reported To: Joseph Solemos, Director
August 74 to May 79	Senior Communications Officer, Communications Division, Ministry of Transportation and Communications, 1201 Wilson Ave, Downsview, ON, CA Reported To: David Hobbs, Director

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