Service Customer

Ender Yilmaz

** ********* ******, ****** ****, Sydney, Australia

Telephone: +61-477-***-***

Email: *********@*****.***

Professional Profile

A highly self-motivated and ambitious professional with considerable experience in Service Delivery and

Service Management support. Specialises in ITIL disciplines such as Incident, Problem and Change

Management. Able to demonstrate excellent analytical skills and to develop innovative and creative solutions

to problems. An extremely confident communicator capable of engaging on a professional level with internal

and external contacts. Enjoys being part of a multi-skilled team with strong leadership capabilities

demonstrated in the most challenging and pressurised environments. Able to work well on own initiative and

can demonstrate the high levels of motivation required to meet the tightest of deadlines.

IT Skills & Exposures

• Windows Exchange 2010 / 2007

• Windows Server 2012 / 2008 R2 / 2003

• Enterprise VMware vCenter / ESXi

• SAN Technologies, HP EVA, NetAPP

• Backup technologies Veeam, TSM, Actifio

• Networking – Fortigate, Xinda, HP switches

• Monitoring systems – Argent, HP SIM etc

• Service Management – ServiceNow, Remedy,

Virtual Change/Infoman

Best Practise

• ITIL V.3

• ISO:9001:2008 Quality Management Systems

• BS25999 Business Continuity Management

• SS 507:2008 Disaster Recovery Services

• ISO 27001:2013 Information security

Management

Career Summary

Dec 2012 SAI GLOBAL; Company Profile: SAI Global provides organizations around the

Current world with information services and solutions for managing risk, achieving

compliance and driving business improvement.

Role : Technical Change, Incident & Problem Manager (Service Delivery Team)

Key Achievements

• Introduced Problem and Change Management processes and drove acceptance and utilisation by the

infrastructure team.

• Facilitating the acceptance and usage of the application development/support teams raising production

changes in the application space.

• Project Lead – implemented Configuration Management System and responsible for the upkeep and

maintenance of Configuration Items.

Responsibilities

• Chair Change Advisory Board (CAB) meetings.

• Part of the rotation for Incident Managers and escalation point for High/Medium severity issues.

• Manage successful delivery of change requests through governance and control of change process

• Identifying and leading continuous improvements to ensure an efficient and effective Change process

ensuring stability of Service.

• Incident Management Lifecycle: Incident Tracking, Detection, classification and Initial support, Incident

ownership.

• Facilitate Post Incident Reviews (PIR) for customer presentation and acceptance.

• Analysing historical data to identify and eliminate potential incidents

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• Identifying underlying `Root cause` of incidents working with capacity and availability management teams

to perform trend analysis to avoid reoccurrence of problems.

• Working closely and mentor the IT Service Team Desk to ensure impact assessments are performed so

issues are resolved within agreed to SLA’s.

• Report in Incident/Problem and Change metrics.

Feb 2008 Citibank/Citigroup. Company Profile: Citigroup Inc. has the world's largest

Sep 2012 financial services network, spanning 140 countries with approximately 16,000

offices worldwide.

Role: Change Manager / Business Continuity Coordinator

Key Achievements

• Managed large Continuity and Disaster Recovery testing exercises, including the main Head Office test

which engages around 400 to 500 participants across all departments in Australia & New Zealand. These

exercises involve a great deal of coordination across the business in an ever-changing environment.

• Managed Denial of Access (DOA) tests for both the Sydney and Melbourne offices. All businesses

participate in a DOA exercises annually to ensure that their processes are recoverable if their primary

business location is inaccessible.

• Trained as BS25999 Internal Auditor –audited Citibank Japan and in turn was audited for Australia with no

findings or (AFI) Areas for improvement.

Responsibilities – Change Management

• Responsible for ensuring all business application and infrastructure changes are effectively managed, this

included the submission, analysis, decision-making, approval, implementation, and post implementation

review of all changes.

• Represent Australia/NZ in regional and global change management meetings to determine

down/upstream impacts to Australia.

• Provide weekly local and regional metrics.

• Facilitate ongoing training programs on tools/processes and procedures used for the Change

control/Release process.

.

Responsibilities – Business Continuity

• Coordinating and tracking of the completion of the quarterly review of Citi Australia business continuity

plans at the business unit level.

• BIA (Business Impact Assessment), BRP (Business Recovery Plan, CMP (Crisis Management Plan))

reviews for 25 departments

• Planning and coordinating the annual testing of busi ness continuity plans of Citi’s primary locations in

Australia and New Zealand

• Engage with technology and business groups to facilitate the delivery of disaster recovery solutions in line

with business continuity plans.

• Call Tree Testing (Bi-annual) and results collation

• Assist business unit recovery coordinators with resolving policy or planning questions

• Manage vendor relationship (IBM) provisioning Disaster Recover site facilities.

.

Apr 2007 Real Time Australia- leading Recruitment Agency in Sydney, exclusive recruiter

Dec 2007 for Google Inc.

Role: Account Manager Google – Contract – Talent resourcer for Google Sydney R&D.

Mar 2006 Manpower IT Professional – Recruitment Agency Sydney.

Dec 2007

Role: Account Manager -

Sep 2005 Next Generation Health Clubs

Mar 2006

Role: Business Development Manager – Non IT role.

Feb 2003 DHL World Wide Express - DHL Express is a division of the German logistics

Aug 2005 company Deutsche Post DHL providing international express mail services.

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Role: Service Management Analyst - • Coordinated and worked directly with technical

operations to provide oversight, guidance and assistance through to problem resolution

Jun 2000 Computer Sciences Corporation - Computer Sciences Corporation (CSC) is an

Jan 2003 American multinational corporation that provides information technology (IT)

services and professional services

Role: Service Management Analyst - Facilitated communication between customers

and stakeholders to ensure changes/incidents were implemented/resolved to SLA’s

Jan 2000 Qantas Airways - IT&T Infrastructure and Operations - Qantas is Australia's

Jun 2000 largest airline

Role: Service Desk Coordinator – Contract - mission critical IT service delivery

environment working within a 24x7 service desk in the Qantas Command Centre

Jun 1999 South East Area Health Services - Health services in charge with the provision of

Dec 1999 public health services in central and south-western Sydney

Role: Business Continuity Coordinator – Contract - responsible for the assessment

review and preparation of the DRP/BCP’s working with both systems owners and

department heads in preparation of Y2K.

Jul 1996 Computer Sciences Corporation - Computer Sciences Corporation (CSC) is an

Jun 1999 American multinational corporation that provides information technology (IT)

services and professional services

Role: Service Management Incident Coordinator - Incident tracking, detection,

classification and incident ownership to resolution.

Sep 1993 SingTel Optus - SingTel Optus - Second largest telecommunications company in

Jun 1996 Australia.

Role: Service Desk Analyst/Team Leader - Provided Incident/Problem Management for

all business impacting problems raised to the Service Desk

Education and Qualifications

I-To-I Int TEFL (Teaching English Foreign Language) 2014

SAI Global Management Systems Leadership 2013

Citigroup Business Continuity BS 25999 & SS507 BCP/DR 2012

Citigroup ISO9001:2008 Internal Auditor 2010

Citigroup Microsoft Office Project 2009

Citigroup Project Management 2009

Citigroup ITIL- FoundationsV.3 (exam not sat) 2009

DHL/ALC Prince2 2003

CSC- PMI PMBOK - PMI 2000

CSC Service Delivery Management Systems 1998

CSC CSC Catalyst – Change Management 1997

Computer Power Institute -Diploma in IT Operations 1989

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Interests

I enjoy weight training, training/teaching Martial Arts, watching movies, reading Sci - Fi and Personal

Development books, spending time with family and friends.

REFERENCES ARE AVAILABLE ON REQUEST

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Contact this candidate