I currently hold an ITIL V3 Expert certification and international certifications in Service Operation, Continual Service Improvement, Release/Control/Validation, and Business Continuity Management from the Information Systems Examination Board. In ITIL V2, I earned the Service Manager Certificate in IT Service Management as well as Practitioner Certifications in Change and Configuration Management. I am a Canadian citizen and I hold a Canadian Federal Government Level II (Secret) Security Screening Certificate. I have worked across Canada and the United States and also in India and Ireland. I am also the President of the South Western Ontario (Waterloo) branch of the IT Service Management Forum (itSMF) which supports and shares practical information on the IT Infrastructure Library. Expertise IT Service Management – 10 years Working as a consultant, I have been providing Information Technology Service Management assistance, focusing on helping clients make smooth, meaningful changes to improve operational efficiency and reduce costs in the delivery of services. All of my work is based on industry best practice, including the Information Technology Infrastructure Library (ITIL), international standards such as ISO:20000 and the BSI suite of standards and data from industry evaluators such as Meta and Gartner. * Process Consulting: Requirements elicitation, process design, improvement, development, and implementation. Evaluation of operational and proposed processes against best practice. * Business Improvement: Continual Improvement Processes and Plans, trend and “Return On Investment” analyses, Business Cases, gap analyses. * Facilitation: Requirements definition and clarification including workshops in “siloed” organizations to develop unified processes and identify items for improvement resulting in agreement on concrete actions to be taken. * .Process and Workflow Tools: Process, procedure and support tool integration, including custom application design and commercial software implementation. * Adult Education: Certification and other educational material design, development, and delivery. My student pass rate is 94%! * Client Representation: Acting on behalf of clients in enterprise process development activities, and the establishment of Service Level Agreements, Service Catalogues, and enterprise processes. * Change & Configuration Management Specialization: Process and supporting procedure design in many environments including SOX requirements; configuration automated discovery and service mapping software; transition to operations planning and support. Service Support & Delivery – 15 years In order to be successful, all process improvements must be firmly rooted in the real world. With many years of technical operational experience, I bring the real world into all of my consulting engagements. * Project Manager, Project Lead, Technical Team Lead, Operations Team Lead and Support Specialist experience; * Project planning, execution, and management. * Software development Project Operations Management, transition planning and support. * Network (LAN) management; System and infrastructure implementation and management; Infrastructure rollouts. * Team leadership including reporting to Executive level staff. * Analyses: Requirements, Best Practice Gaps, Return on Investment and Business Case. * Documentation: Technical, organizational, and business process. * Mid-sized business moves including managing the re-location of services, staff, and equipment. Business Exposure * Electrical and Gas Distribution Utilities; Federal, Provincial and Regional Governments; Health Care, Higher Education, Manufacturing, BPO, and Banking sectors. * Small and large Businesses; Adult Education including goal oriented workshops, and volunteer organizations. Professional Experience Details Transfer to Operations Project Lead CYSSC I&IT Cluster, Gov’t of Ontario January 2012 to March 2012 Facilitated sessions with a Working Group of 35 to develop a quick, concise list of activities and artifacts required to ensure a smooth transition of new or changed services from development into production. Included development of a framework / process to ensure production, operational review, and delivery of identified items at the appropriate time in the Project Management and Architectural Review Life Cycles. Business Process Design Lead Online Business Systems November 2010 to March 2011 Worked with a Business Process Outsourcing provider and a major Canadian manufacturer to translate high level business processes to the new, outsourced state. Developed a process development process and conducted workshops with client staff members to produce draft processes, involving roles in both organizations and human contact and automated interface points to ensure traceability and efficient operation. Configuration Management Process Lead BMC / Bank of Montreal May 2010 to October 2010 Assisted the Bank in designing and developing an updated Configuration Management System including process, procedures and integration with existing data sources as well as discovery and real time service status modeling tools (Remedy Atrium CMDB and Discovery & Dependency Mapping). Working closely with members of client staff and tool vendor specialists, I conducted design sessions with Subject Matter Experts and then facilitated workshops with stakeholder groups to validate and finalize the design. A key activity was isolating the information required to meet our goals and federating or importing only that data to the CMDB for use with other ITSM tools. Prepared training and deployment plans Configuration Management Process Lead Hewlett Packard / CIBC April 2010 to June 2010 ITIL based Configuration Management Process design and development for a service provider and a financial sector client. This process included Closed Loop Change Management, ensuring that all changes to in scope items where validated in both the environment and the database. The original design was to have the application and data reside on a client server in the service provider data centre. Following discussion with the client the design was changed to an Application Service Provider model with data maintenance provided by discovery tools and client actions. Service Management and Business Analysis Instructor StAY Technologies, Omnikron Systems, Procept Associates, Dream Catchers Inc. November 2004 to present Provision of ITIL and Business Analysis training in both classroom and online environments. Many of the courses are provided to prepare students for international certifications in association with established EXIN and ISEB “Authorized Training Providers”. Clients have included the Government of Canada, Accenture (U.S., Ireland and India), the US Army, Oracle, Bell Canada Enterprises, Technology Partners International, and Getronics Inc. I’ve also taught at the University of Toronto, Simon Fraser University, and the University of Calgary. In order to identify areas in which I need to improve, I track student satisfaction (92%), average mark (75%) and student pass rate (94%), above the industry average. Service Catalog Project Lead Ontario Association of Community Care Access Centres September 2009 to December 2009 Assisted Association staff in the development of their Service Catalog Process and the initial collection of data. During the implementation I was able to provide the Association with a brief analysis of gaps in the governance of the organization which should be addressed in order to ensure that the Catalog can be maintain and provide efficiencies in operations, and improve customer satisfaction. IT Service Management, Managing Consultant Procept Associates Ltd. March 2008 to August 2009 Responsible for a broad range of day-to-day operational and developmental activities: consulting engagements, provided professional education and training primarily through several university partners (U of Toronto, Simon Fraser, U of Calgary), designed and developed courseware for certification, participated in strategy development, marketing, and sales efforts. I also acted as the IT Service Manager in which capacity I implemented several ITIL processes, deployed mobile email, and implemented an increased level of automation in all business activities working closely with the business users. I completed this engagement by bringing on-board an external partner to provide day to day IT planning, operations, support, and management. ITSM v3 Software Project Designer/Architect Circa Information Corporation Jan 2008 to present Developed the design specification, testing information (use cases), installation instructions, and user documentation for a software / documentation solution which will provide end-to-end IT Service Management based on ITIL® v3. The underlying architecture of this application includes a backend database, a server-side application, and client functionality provided via a Web browser. The project is currently in development and testing. IT Service Management Office, Supervisor (acting) CYSSC I&IT Cluster, Gov’t of Ontario May 2007 to Oct 2007 Provided day-to-day process support and Project Management to complete several ITIL/ITSM projects in preparation for Service Desk centralization. Provided support and guidance to a team including members of other units. Continuous Improvement procedure development & execution including facilitation of workshops with senior & executive management and groups of staff. I also participated in the development of the OPS Enterprise Change Management process draft and Cluster strategic planning. Change Management Project Manager – ITSM Expansion Project CYSSC I&IT Cluster, Gov’t of Ontario December 2006 to May 2007 Provided day-to-day Operations and Project Management to complete implementation of organization-wide Change Management Process. During this project, our team of 5 fulfilled operational responsibilities and migrated from a manual to an automated CM system by designing, developing, and deploying a custom software tool and detailed procedures for managing Changes to infrastructure and applications. My personal responsibilities included providing the solution design and functional requirements for software. My team included assigned project members and also participants from other business units. Due to an earlier implementation, there was a great deal of cultural resistance to the project. IT Service Management Implementation Project Process Architect Enbridge Gas Distribution March 2006 to October 2006 Provided process development during the implementation of an integrated Incident, Change and Problem Management solution for an energy sector organization operating under SOX controls. Groundwork for future improvements included Continuous Process Improvement, a Service Catalog, Configuration Management and an ITSM Governance Model. Extensive workshops were held with representative staff over the course of 12 weeks to ensure that the developed processes would meet the operational and governance needs of the whole organization. Provided design and functional requirements to a Remedy Authorized Consultant who then implemented customization of BMC Remedy 6.0.3 in a three-tier architecture. Assessment Projects - Service Management Consultant Various 2003 - 2008 Providing assessments of existing ITSM process, tool, and staff capabilities for a variety of clients: Wachovia, North Carolina Assessment: Bank Support Help Desk 2005 Government, Regional City of Hamilton, Ontario Assessment: Information Technology Services Department 2005 Region of Peel, Ontario Assessment: Service Delivery 2004 Health Care ESI Canada, Ontario Assessment: Incident & Help Desk Management 2005 Centre for Addiction and Mental Health Assessment: Change Management 2004 Higher Education University of Toronto, Faculty of Law IT Service provision assessment, including service sourcing recommendations 2008 University of Toronto, Hart House IT Service provision assessment, including network assessment and organizational design 2008 Utility Hydro One Networks Initial process assessments and agreements for key contact points between outsourcer and client. 2003 Austin Energy, Texas Assessment: Information Technology & Telecommunications Division 2005 Configuration Management Implementation Project Lead Hydro One, OPG and others through Cap Gemini. January 2003 to February 2004 Developed and implemented an Infrastructure Configuration Management system in support of multiple customers. Completed business requirements analysis, business case, software specification and evaluation, process and procedures, software deployment, initial data gathering and integration of new process into support organizations. During the August 2003 East Coast blackout, I participated in the Hydro One Networks power restoration efforts as Day Shift IT Service Restoration Manager. Finally, as a general ITSM resource, I worked with Hydro One client representatives to draft initial Service Level agreements for critical IT functionality. Production & Operations Team Lead - Market Ready Project Hydro One Networks Inc. & Inergi LP February 2001 – December 2002 Acted as Operations Team Lead during a large development project; comprised of 13 applications, 30 mid-range Unix and NT servers, and a mainframe region hosting production, test and development environments. Delivered results included the processes, procedures, and data for Change, Configuration, Release, Incident and Problem Management, creation and operation of project environments in a fast changing, regulated environment. Final deliverables included transition planning, knowledge transfer and third level technical support during transition. EMail De-merger Workstation Implementation Ontario Hydro Services Company (OHSC) February 1999 - June, 1999 Developed, managed and executed the procedures and processes necessary for the email demerger of a mid-sized utility. Included technical implementation planning, server-end staff coordination, staff and client scheduling, client communication and provision of technical support to technician performing workstation tasks. On-call services were provided in this 7/24 environment. Project Governance Development – Y2K Application Migration Project Ontario Hydro Services Company (OHSC) January 1999 - February 1999 Stepped into an on-going project to fully document project objectives, deliverables and governance, including roles and responsibilities. Summary of Other Positions Managing Partner Circa Information Corporation January 2000 - present Managing Partner Viable Technology Solutions Inc November 1996 - December 1999 Various Project Technical Lead Roles Ontario Hydro Services Company (OHSC) 1996 - January 1999 Workstation Rollout Lead Ministry of Economic Development and Trade (MEDT) November 1997 IT Productivity Project GSW Water Heating Company 1996 - 1996 Windows 95 Implementation Price Waterhouse 1996 Information Technology Analyst OMAFRA 1991 - 1996 Help System Development & Publishing Maxxum Consultants 1996 - 1996 Software Support Specialist Abacus Computers 1989 - 1991 General Interest Instructor Wellington County Continuing Education (part-time) 1989 - 1993 CAD/CAM Programmer Armco Westeel Inc. 1986 - 1986 Supervisor of Payroll and Accounting Services Rockwell International 1981 - 1983 Professional Experience Summaries IT Service Management Consulting Summary Sector Client Project Type Project Government Ontario, CYSSC Design / Build / Implement Business Process Outsourcing Online Business Systems Outsourcing Translate existing business processes to the new, outsourced state. 2011 Finance Bank of Montreal Design / Build / Implement Configuration Management with Service Modeling 2010 Finance Canadian Imperial Bank of Commerce Planning Configuration Management with Closed Loop Change Mgmt 2010 Health Care OACCAC Design / Build / Implement Service Catalogue process, training, and Change Management.. 2009 Higher Education University of Toronto, Faculty of Law Assessment IT Service provision assessment, including service sourcing recommendations 2008 Higher Education University of Toronto, Hart House Assessment IT Service provision assessment, including network assessment and organizational design 2008 Government, Provincial CYSSC I&IT Cluster, Ontario Design / Build / Implement Continual Service Improvement process & procedures. Enterprise Change Management representative. Strategic planning. 2007 Government, Provincial CYSSC I&IT Cluster, Ontario Design / Build / Implement Change Management improvement, documentation, training, day-to-day operation, automation, tool development, deployment 2007 Utility Enbridge Gas Distribution Design / Build / Implement Incident, Change and Problem Management Process development, automation, deployment, training. 2006 Finance Wachovia, North Carolina Assessment Bank Support Help Desk 2005 Government, Regional City of Hamilton, Ontario Assessment Information Technology Services Department 2005 Health Care ESI Canada, Ontario Assessment Incident & Help Desk Management 2005 Utility Austin Energy, Texas Assessment Information Technology & Telecommunications Division 2005 Government, Regional Region of Peel, Ontario Assessment Service Delivery 2004 Health Care Centre for Addiction and Mental Health Assessment Change Management 2004 Utility Hydro One, OPG, Cap Gemini and others Design / Build / Implement Configuration Management design, development, training, implementation. 2004 Utility Hydro One Networks Design / Build / Implement Initial process assessments and agreements for key contacts for SLAs between outsourcer and client. 2003 Utility Hydro One Networks Inc. & Inergi LP Design / Build / Implement Change, Configuration, Release, Incident and Problem Management. Processes, procedures, and custom tools. 2002 Adult Education Summary After teaching for several years and studying adult education, I developed the courses listed below. Although each course prepares the student for ISEB, ITIL and IIBA certification examinations, my focus is on teaching the course material in a clear, understandable, usable, and enjoyable manner. Student participation exercises make up 50 - 60% of the materials. I’ve also created customized materials for clients in the implementation of local processes and tools. IT Service Management Information Systems Examination Board ITIL Foundation V3, ITIL Foundation V3 Bridge, ITIL Service Manager V3 Bridge, ITIL Service Operation, ITIL Operational Support and Analysis Business Continuity Practitioner (From the UK Reviewers: the “best treatment of the subject matter” that they have yet seen.) Business Analysis International Institute of Business Analysts Testing for the Business Analyst for use in Canadian Universities Custom courses for clients Province of Ontario Change Management process and tool Utility, Enbridge Gas Distribution Incident, Problem, and Change process and tool course specification and review Various clients Instruction in the use of accounting software. Education Professional Certifications 2011 * ITIL V3 Continual Service Improvement * ITIL V3 Release Control and Validation 2007 ITIL v3 Foundation Certificate 2009 * Loyalist Certification Services Certified Process Design Engineer * Comprehensive Business Analysis * Testing for the Business Analyst * Analytical Thinking for the BA 2005 ITIL Service Manager Certificate 2008 * ISEB Business Continuity Management * ITIL V3 Service Operation * ITIL V3 Expert * FKA Designing Instruction (for Adult Learners) 2003 2002 ITIL Practitioner Certificates in Change Management, Configuration Management ITIL Foundation Certificate * Various professional technical courses including Windows 95, Novell Netware 4.10, Project Management * University of Guelph, School of Engineering, 1984 - 1986 * Society of Management Accountants: Business Mathematics, Organizational Behaviour, Accounting. Elizabeth Barclay ebarclay@circainformation.com http:\\www.circainformation.com\ 2012/03 Page 1 of 3