PETER K.

IT Service Management Analyst

ITIL, PMP

Incident, Problem, Change and Configuration Mgt.

Email: e7gfhv@r.postjobfree.com

PROFESSIONAL SUMMARY

ITIL Certified major Incident, Problem & Change Mgt., Business Analyst, Technical Writer experience in IT operations and change management of enterprise systems supporting banking, investment, property and life insurance using internet and web services, web applications, databases, virtualized servers, network and mainframe systems in a 24/7 environment

KEY SKILLS

• Strong ability to communicate clearly and appropriately with executive and management level business partners, non-technical end users, technical subject matter experts and vendors.

• Working closely with problem owners, SMEs and other stakeholders to identify problem scope and escalate IT service outages to specialize engineering. Creating statistical reports and performing analysis on a weekly basis for areas of responsibility.

• Performing end-to-end incident management. Responsible for time-critical User Service/ Infrastructure restoration, technical troubleshooting within complex IT systems environment. Working with customers, internal IT and infrastructure teams, third party data providers etc. throughout the service restoration process.

• Providing regular incident and change notifications (planned & unplanned) to impacted lines of business and senior managers with appropriate data including business impact, application affected and relevant details regarding incident resolution.

• Chairing and managing weekly Change Advisory Board (CAB) meetings and Daily Service Review (DSR) meetings. Ensures that all CAB meetings are scheduled and facilitated effectively, including the timely generation and distribution of meeting agendas and minutes.

• Creating and updating Remedy tickets for change and incident management to document monitoring and recovery steps. Capturing incident follow-ups and completing formal post implementation reviews.

• Escalating and communicating in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management.

• Liaison with Major Incident Managers (MIMs) to track high priority service related incidents and ensure root cause analysis and fault resolution is coordinated and delivered to avoid recurrence of issues.

SOFTWARE TOOLS AND METHODOLOGY PROFICIENCY

Oracle & SQL, Database. SLA, OLA, TAT & Workaround HP QC (Quality Center)

ITIL v3/ ITSM Process Technical Writing HP Configuration Management

Incident, Problem & Change MS Share Point 2010 IBM Rational Requisite Pro.

BMC Remedy ITIL Tool. SAP, Vendor Management Project Management (PMLC)

Microsoft Excel, Word, P. Point Peregrine Service Centre tool IT Infrastructure & Networking

CAREER HISTORY

IT Service Management Analyst (Incident, Problem, Change & Configuration Mgt. operations)

IBM Canada (Mississauga, ON) - (June 2011 – May 2012)

Client: Citi Bank, Canada.

Project: IT Infrastructure Management. Managing the daily planning and operations of the AS400 operations, AS400 DRP Operations, NT Network, Internet, Voice PBX’s/, Desktop Services, Servers and staff personnel. Assisting help desk on trouble shooting of Voice, LAN/WAN, Servers, and Desktop issues. CISCO hardware upgrade, downgrade, LAN/WAN, and Voice Networks.

Key responsibilities:

• Coordinated activities by change management, business continuation, vendor management and problem management for return to service and problem mitigation and assure 24/7 service availability.

• Communicated and work with Project Manager to define metrics, performance goals and risk analysis.

• Made sure the all critical and major incidents are addressed within SLA and OLA response and sending out the critical alerts for such incidents.

• Audited major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics.

• Collaborated with cross functional teams to analyze, investigate and diagnosis root cause of problems, as well as completion of corrective actions. Engaged at a basic technical level in discussions to evaluate those solutions, and publish Root Cause Analysis (RCA) report.

• Effective and rapid response to major incidents, also chair all major incident and operation review meetings & technical bridges further develop and maintain the service management process.

• Produced metrics for service performance and customer satisfaction both on a regular and an ad hoc basis.

IT Business Analyst

IBM India, Bangalore City (Offshore) (June 2010 - May 2011)

Client: Citi Bank, India

Project: An integration project of Electronic Document Management system (EDMS) based on Enterprise Content Management (ECM) IBM File Net P8 5.0 platform to reduce processing cycle time, improve customer service and compliance, and establish agility and flexibility. At the core of the EDMS solution, the IBM File Net platform will be used as a back-end provider of stored content and Business Process Management (BPM) will route requests to EDMS via one or more web service providers.

Key responsibilities:

• Communicated and work with Project Manager to define metrics, performance goals and risk analysis.

• Extracted enterprise business rules and business processes and developed/deployed Rule sets for mortgage application risk assessment module. Provided post-release Level3 support.

• Responsible for development of ITIL based enterprise problem management policies, processes, targeted communication approach and escalation strategy

• Promoted implementation of ITIL based non-functional Service Design requirements within RUP development

• Provided a disciplined process for introducing required changes within the Information Technology (IT) environment, with minimal disruption to ongoing operations and services over Remedy application.

• Assessed, planned Change Management process. Represented weekly Change Advisory Board (CAB) meeting and facilitated stakeholder analysis & impact assessment

• Monitored to ensure integrity and liaised with the QA for testing teams for bug and defect tracking.

• Shared leadership responsibilities in Project Management Life Cycle (PMLC) in document consolidation exercise among the team including different tasks identified.

• Act as the key point of contact for the client on all matters relating to change management, facilitated meetings as appropriate and ensures all relevant documentation is available at client meetings.

IT Analyst

Tata Consultancy Services, India, New Delhi City (June 2009 - May 2010)

Client: EMC Corporation, USA

Project: Change & Incident Management operations. EMC Corporation is globally known for its information infrastructure technology solutions and their storage products like Clariion, Symmetrix etc. The project is to maintain its Enterprise Level Service Management process and automate provisioning to ensure quality and effective handling of Incidents, Change and Configurations requests.

Key responsibilities:

• Troubleshoot, diagnose and route problems with outages for applications in production, desktop, server, workstation equipment, peripherals.

• Logged and prioritized all Requests for Change (RFCs) with all required information to an appropriate standard and presented the daily and weekend FSCs (Forward Schedule of Changes)

• Facilitate and monitor the progress of Systems and Application Hardware, Software and Microcode changes to the Customer’s and EMC environment, through the ITIL Change Management process.

• Handled all desktop level issues, including installing and upgrading software, installing and troubleshooting hardware, implementing file backups, and configuring systems and applications via telephone and e-mail.

• Documented all pertinent end user identification information, including name, department, contact information, and nature of problem or issue in Help Desk database (HP Peregrine ITIL tool).

• Prioritize and schedule tickets and issues. Record, track, and document the help desk request problem-solving process (including all successful and unsuccessful actions taken). Ensure final resolution of the issue.

ADDITIONAL EXPERIENCES

Period Company Title

Nov 2007 – May 2009 IGATE Global Solutions, New Delhi, India Sr. IT Analyst

Jun 2005 – Oct 2007 HCL Technologies, New Delhi, India IT Service Desk Analyst

EDUCATION & ACCOMPLISHMENTS

Working towards PMP and Canadian Security Course (CSC) certifications (2012)

College Post Graduate diploma Business Systems Analyst, IIBA Toronto (Jan 2012)

Project Management, George Brown College, Toronto (September 2012)

Member of IIBA Canada Toronto Chapter since (July 2011)

Member of itSMF Canada Toronto Chapter since (May 2011)

Certified Information Technology Infrastructure Library (ITIL) version 3 foundation (May 2009)

MS Quality Management, Global University. (2010)

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