Management Service

I have ** years of experience in Information technology and an SME in COBIT, ITIL

and ISO. My experience in business analysis, evaluating and assessing processes,

integrating and developing systems, modernizing and redesigning workflow, and

implementing them through a global delivery model were operated through a wide

range of platforms with detailed analysis of data. I was successful in

completing Technology projects and Process improvement projects were senior level

business and technology decision makers were engaged. My recent IT Control

Framework Project for Alberta Health Services was reviewed and approved by the

Auditor General of Canada. Having passed COBIT foundation (4.1) I am currently

pursuing CGEIT.

IT Governance & IT Service Management

Institutionalized a Governance process for the management of CMDB

Designed the road map and Implemented the CMDB using Tripwire tool

Conceptualized and developed IT Operations - Business chargeback-Integrated with

IT Asset management.

Strategize the implementation of IT Service Management and Service Life cycle

design - a pragmatic approach

Integrated IT Change, IT Release and IT Configuration

Re-aligned IT Change, IT Incident and IT Problem with confederated CMDB using

Tripwire

Project managed Implementation of Incident Process from Identification to

Ownership, Monitoring, Tracking, Communication, Quality and Documentation

Planned, Developed, Designed and Implemented (Includes Documentation (IT Policies

and Procedures)).

Defined AHS IT Control Assessment Process Cycle, Defined assessment process of AHS

IT Control framework against Application Maturity and Process Maturity Models

Validated the existing client configuration against the pre- requisites of new

version of CRM application

Documented IT Ops procedures, Change request, Network charts with a focus on

management of Assets

Process Improvement & Other Contributions:

Asset management repository to track financial, contractual, and inventory

details of hardware and software

Benchmark AHS IT Control Framework with best practices, standards and frameworks

IT Control Assessment Process Cycle, IT Control framework, Application Maturity, Process Maturity Models

Project managed the key areas in the IT GCC for Csox/Sox Compliance

Reduced the GCC from 340 in 2007 to 150 by 2008 and 92 by Q1 2009 for Csox

sustainment

Designed and developed a road map for Information Security

Planned, Designed and Implemented the Risk Assessment Process.

Transitioned Service Now in Cloud as managed services

IT Project Management & Support

Technology Improvement Projects( BCP, Data Centre Transition, Configuration

management, Service Provisioning, TRP, Cloud computing and Virtualization)

Process Improvement Projects(Workflow System, Release Management, Service Level

Management, Change Management system, Establishing Control Framework, Maturity

assessments, Service Operations)

Governance Projects( Integration of processes, Alignment of Systems, Rationalizing

IT General Controls, Maturity Models for process measurement)

Standards & Maturity Models

COBIT4.1, COBIT 5,ISO 27001, ISO 9001, SAS 70, Bill 198, COSO, SSAE - SOC,

SOX/CSOX, HIPPA, PIA,FOIP, PCI-DSS, CMMI, ITIL, SEI

Professional Membership (Local Chapters & Online):

PMI, ISACA, COBIT OFFICIAL, COBIT For IT Governance and Risk Management, ITSM (

ITIL) Professionals

MY Linked in Profile

Project Analyst (Qaknights.inc) Calgary (NOV 2012 - Current)

Significant Projects and Responsibilities

Provided advice and guidance to business partners and project teams in best

practices for Process Improvements using CASE TOOLS

1. Engineering Document Management System for IDocz

. Assessed the current EDMS practices of a client from the

Petroleum and Petrochemical industry

. Developed a Software Selection Matrix(SSM), based on SEI standards to

evaluate client requirements

. Used the SSM to identify Vendors during the selection process

. Recommend and Report to client with software vendor list

. Implement Solution after re-engineering the transmittal/submittal/

Document control and other workflow related functions to reduce rework

and delays.

2. Bair Project for UFA ( Part of the Transformation program)

. Created Operational Level Agreement (Framework) for SAP Hardware

Refresh & Data Centre Migration

. Integrated the Release Management Process with the OLA process

for (SANDBOX, DEV, QA & PROD)

. Integrated OLA framework with Service Now

. Conducted discovery workshops with business stakeholders across SAP

Application Support, IT Infrastructure and Transformation team

. Collaborated with the Business stakeholders and IT stakeholders

in defining business requirements

. Documented the delineation of task ownership and relevant roles and

responsibilities for AM & AS and established it using RACI Charts

. Identified and documented internal OLAs and IT Infrastructure

Service Level Thresholds

. Completed the data collection and Analysis and BA for OLA

process

Lead Consultant, Infosys Technologies Limited, Calgary (MAR 2012 - OCT

2012)

Guided the design, planning, scheduling and execution of IT Service

Management Programs through a Global Delivery Model. This involved leading

and coordinating offshore and onsite teams and if required business

advisors with industry specialization. Performed cross functional

activities to support the horizontal layers of Sales and Delivery across

the four (4) industry verticals as the SME in COBIT and ITIL. This was

predominantly used for the preparation of Business Cases and Responses to

RFP's

Responsibilities

. Manage consulting services cost from analysis phase through to

completion of engagement

. Perform accurate analysis and effective diagnosis of client issues

. Provide program/project management services as necessary

. Serve as a principal consultant and trusted advisor for matters

pertaining to knowledge transfer

. Responsible for achieving time frames for all active projects and

within financial guidelines

. Maintain reference-table of clients from beginning to end of the

project / engagement life cycle

. Manage direct reports (i.e., hire, train, develop, appraise, reward,

motivate, discipline, etc.)

. Maintain effective utilization / morale of project resources

. Participate in direct sales cycle to support stakeholder needs

Projects

1. Service Operations Processes - (Asset & Configuration, Release and

Change, Request - Event & Incident - ServiceNow)

2. Service Process Maturity Assessments and CSI (8 - 10 weeks)

3. IT Asset and Configuration Management ( Service Now)

4. Transformations of Data Centre( Physical to Virtual, Managed services

to In sourcing)

Project Consultant COBIT SME, Alberta Health Services, Calgary (JUL 2010 -

MAR 2012)

Subject Matter Expert. Frameworks: ITIL, COBIT

Focused on the Merged IT services for Alberta Health services; Project

Managed, Counseled, Advised, Facilitated and Trained Process assessment

participants in adding value to the Control Framework. Interacted with

Business unit leads, Third party vendors, Business Analysts, Operation

centre staff, Developers and various groups within the ITS department,

Providing facilitated guidance in the integration of systems and processes.

Post assessment - facilitated guidance for solutions implementation and

establishing IT controls to comply with HIPPA, FDA and FOIP requirements

and standards

Projects and Responsibilities

1. AHS IT Control Framework

1.1 An AHS Baseline Self-Assessment

. Formalized assessment process

. Identified AHS personnel to participate in the assessments

validated through RACI charts

1.2 Quality Assurance Cycle for validation and updating of the

established AHS IT Control Framework

. Validated the draft AHS IT Control framework as part of the QA Cycle

using PDCA methodology

1.3 Formal Assessment of AHS utilizing the AHS specific IT Control

Framework

1.3.1 Assessments

. Identified governance structures and functions within each individual

processes

. Identified Potential Risk

. Assessed the architecture of applications running on distributed

systems

. Assessed Data centre environment including thin client reliant

servers, network backbone, Systems supporting Patient care systems and

all associated Technology that support Clinical applications

1.3.2 Facilitation and Guidance (Some of the highlights. Very broadly

explained)

. Improved initiatives for electronic record management

. Improved security controls in all layers of Patient care Systems

. Improved Network management

. Removed dependency through failovers, mirroring, and other scalable

redundant platforms.

1.3.3 Recording analysis and reporting for executive visibility

. Notification of potential Risks

. Moving the identified risk to Risk Register

. Trained new recruits and Transitioned the project to an Operations

group

Change Management Specialist, Suncor Energy, Calgary (FEB 2010 - JUN 2010)

Role: - Change management consultant (Integrating with Release process for

Implementation) Defining the IT Change management System components.

Identifying roles - Mapping service components with the IT processes and

Service Domains

. Established controls to mitigate risks posed during Mainframe retirement,

Application retirement, and other functional changes existed prior to

acquisition.

. Designed and developed with the help IT team members a risk assessment

process for change and prepared communication templates for Application /

IT resources outages.

. Scheduled and run weekly CAB meetings discussing the Forward Schedule of

Changes

Analyst IT Governance & Control Analyst, Enerflex Systems Ltd, Calgary (JUN

2007 - JUL 2009)

Role: - Strategize alignment of IT Operations and IT Service Management

systems with Business units. Responsible for ensuring IT compliance with

various standards, guidelines and regulatory control requirements. .

Implement systems to manage IT Risk assessment through audit facilitation

and control self assessment process, Improved IT performance by setting up

measurement systems with Csox compliance as the objective. Manage Alignment

of IT Operations and IT Service Management systems with Business units .

Duties:-

. Assessed the current state of IT and provide guidance and direction to

manage improvements

. Ensured Enerflex have adequate IT controls in line with all requirements

stemming from CSOX and regulatory guidelines and standards

. Acted as central co-ordinator for IT Audits with PWC and Delloitte.

. Assess financial impact and risk prior change, to communicate with the

key business leaders

. Ensured Closure of any control gaps determined in audits within

acceptable timeframe.

. Maintained Lists of exceptions to standards

. Managed self-assessment processes to review effectiveness of IT controls

. Coordinated with people responsible for controls (Information Technology,

Financial Reporting, Internal Audit, Risk Management, Application

Development & Project Management Office)

Contributions:-

. Change impact matrix to categorize changes, Change Exception freeze for

ERP and other Turnarounds

Identified Key controls and rationalized them, Integrate Change with

configuration using Tripwire

Projects:-

1. Service Operations IPC

. Incident Management Policies, RACI for incident Process, Integration

of Incident with Change and Problem management processes

. Prioritization Matrix and categorization criteria with rules for

escalation.

. Categorized Service request, Event and Operational request

. Aligning SLA with Business Service Catalogue (BSC) and Technical

Service Catalogue (TSC).

. Define KPI's for incident Management process

. Decision rules for the Weekly review and transfer of Closed

incidents to knowledge base

. Imparting knowledge through meetings and information sessions

. Transfer of identified key control to CARDMAP( Control objectives

and Practices out of COBIT)

2. IT Control rationalization (COBIT 4.1)

. Verified the IT general controls defined within the Card Map

Tool

. Assessed the effectiveness of controls through sample

transactions

. Designed and developed with IT team members a risk assessment

process to identify key controls

. Discussed with Internal(PWC) / External(Deloitte) the audit

findings

. Developed a methodology to rationalize key controls using

RISK - IMPACT Matrix

. Updated information in the Control based Management tool

. Imparted knowledge of changes to the Control

verifies/approvers and responsible personnel

. Documented the rationalization method and got it published in

ISACA journal

3. Configuration Management System

. Designed the CMDB using Tripwire

. High Level Classification of a IT Assets to define

configuration items that support manufacturing and

. financial applications

. Policies & Procedures associated with Configuration Management

System

. Configure Tripwire to discover, IT Infrastructure- IP enabled

devices

. Process to capture changes to CI's (role were created)

. Governance structure to evaluate new IT Assets, monitor and

report changes using Share point

. Integrate CMDB with IT Asset management Database

. Integrate CMDB with Change Management Process, Incident,

Problem & Exchange

. Integrate CMDB with Service Level Management System

. Transfer of identified key control to CARDMAP( Control Self

Assessment Tool)

. Integrated CMDB with Compression Manufacturing Systems at the

DB level

Technical Support Analyst, CompuCom Systems, Inc.Mississauga (DEC 05- MAY

07)

. Worked with internal and client staff to achieve optimal service

delivery and constituent processes

. Monitored and provided troubleshooting for Enterprise level server

environments including Data Centre monitoring.

. Monitored TCP connections between computer systems to find

relationships between computer systems, application tier and database

tier

. Contacted suppliers other partners to ensure timely delivery of

hardware/resources required for the completion of activities

. Maintained physical inventory and operating system environment

using SAP

Project Coordinator Bank of Montreal, Nesbitt Burns, Toronto (SEP 05 - NOV

05)

. Upgraded Contact Management Application Software (Maximizer) as part

of the new version roll out

. Co-ordinate with the team and ensure all PCD branches across Canada

are considered, information gathered, recorded and processed for

analysis and reporting

. Validate existing client configurations against the pre-

requisites of new version of CRM application

. Developed measurements identifying key metrics to track and report

client configuration and status

IT Operations Analyst(Data Centre) Emirates Airline, IT Operations DUBAI.

(APR 1989 - MAR 2005.)

Projects and Responsibilities

1. BCP for Airline Reservation System(MARS) and CIS( Check in System)

2. 24/7 Dubai Air cargo System(DACS) Transitioning of application from

E10K servers to Solaris 15K servers

3. Business Workflow system from 2 Tier to 3 Tier -Upgrade from Client

Server to Web Client

4. Cargo Activity Management Information System and Data Warehousing

5. Other Activities

. Requirements analysis for more than 50 IT projects, Actively involved

in the SDLC of CRM, SCM Data Warehousing during feasibility study

. Used ITIL Framework to improve the efficiency of IT Service Delivery

And Service Support functions

. Three(3) Dimensional Mapping of core IT processes and support

processes

. Documented IT Operations Procedures, Incident and Problem and change

. Defined processes, established procedures and implemented a IT Change

Management System

. Build & Install in the EK network - IIS servers, Staffware servers and

other workflow related F&P Servers

. Process design and automation of Cargo Activity Management

Information Systems (CAMIS)

Education/ Certifications Hardware/Network Software/Tools/OS

Post Graduate in Computer Application Mainframe zSeries Tripwire(PCI-DSS)

1987-89 SF15K (Sun Solaris) Service Now

Bachelor of Commerce 1981- 86 E10K (Sun Solaris) BMC Remedy - ITSM

ITIL - Practitioner HP Blade VMware

Certified System Administrator DL 380 series SharePoint

ServiceNow ESS & EMC storage Solar Winds

PM Basics TLMS Oracle 9i

Cobit - Fundamentals Cisco routers, SQL

ISO 27001:2005 - Lead Auditor switches CardMap

ISO 9001 - Lead Auditor Virtual Servers SCOM

IIA Report Writing VBlock MS Project

Staffware Engineer Windows Server

SAS - Time Series

Agile Practices - PM

Passed project management courses based on PMBOK.

Completed the PM course on Agile Practices conducted by PMI

Working towards PMP, CGEIT

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