Management Service

Ashish Naphray

*** ** ****** **, ****: 780-***-****

Edmonton, Alberta, T6X 1H7. Email: acoric@r.postjobfree.com

CANADA

An adaptable and accomplished IT professional with knowledge of both Business and Information

Technology sides of IT operations and processes. Seeking a position where my experience with service

operations, process management, business analysis, project management and information management will

add value as I continue to learn and grow professionally.

CORE COMPETENCIES

• Lead Incident Management, Problem • Experience with Enterprise Architecture IT

Management, Change and Risk Management, and Environment

• Strong organizational skills and excellent ability to

Service Request Management processes

• Leadership, Project Management, Business communicate effectively with both technical and

Analysis, and Customer Relationship Management business clients

• Business analytics and reporting practices • Network and system security management

including Business Objects

• Quality Assurance, Business Cases, Data Models, • BMC system management tools

Software Testing

• ITIL and COBIT certified • Familiarity with Citrix, Norton Ghost, VPN,

VOIP and SCCM 2012

EXPERIENCE PROFILE

Corporate Incident Manager Govt. of Alberta, Service Alberta February 2012-

Present

Responsibilities

• Acted team lead for Corporate Incident Management team

• Lead multi-vendor support teams responsible for the delivery of IT services

• Ensure that service level expectations are met

• Support management with recommendations on the development of new policies, processes, and

standards related to the consistent delivery of service

• Review weekly reports on service level targets for Incident tickets to identify trends and take corrective

actions when targets are breached or jeopardized

• Ensure that communication between internal and external stakeholders is clear and effective

• Work closely with clients to facilitate the transition of information technology services to a shared

service model

• Work independently as well as a team member to identify, organize, prioritize and schedule daily duties

• Integrate operational processes including Incident, Problem, Change and Issues Management

Accomplishments

Developed process and procedural documentation for various GoA support teams that improved

communication, process adherence and bettered client satisfaction rating.

GoA Service Request Coordinator (SRC) GoA, Service Alberta September 2011- February 2012

Responsibilities

• Lead approximately 1000 SRCs from various ministries

• Maintain and improve SRC procedures and SharePoint site

• Chair various SRC meetings and committees

• Involved in various cross-government projects

• Maintain and develop training material and other documentation

• Train fresh and seasoned SRCs

Accomplishments

Replaced legacy service request process with automated Service Request Management (SRM) system. This

significantly reduced the request timelines and continues to save thousands of dollars every month.

Problem Process Manager Government of Alberta (GoA), Service Alberta January 2011- March 2014

Responsibilities

• Manage and mature Problem Management process

• Lead a team of 6-8 problem managers

• Coordinate and assign Problem Investigations for root cause analysis

• Consult with staff and vendors on technical requirements and implementation of solutions

• Integration with other GoA core processes such as Change Management, Incident Management and

Issues Management processes

• Monitor, and report Problem Management performance to executives on a weekly and monthly

basis

• Develop and Facilitate Problem Management meetings and trainings for new and existing problem

managers

Accomplishments

Improved Problem Management performance by 2%-3% every month over a period of a year. Developed and

introduced proactive problem management.

Integration System Analyst GoA, Service Alberta August 2007- January 2011

Responsibilities

• Develop project proposals, procedures and communication

• Successfully lead a team of 8-10 analysts for various sub-projects

• Perform user acceptance testing (UAT) and functional testing

• GoA Domain Integration for computer systems, Email, printer, network and user profiles

• Undertake project decommissioning and closure activities

• Monitor project status on a daily basis, keep the project action plan up to date, and discuss changes

or issues with the project team and clients as soon as they arise

Accomplishments

Develop and document solutions for recurring issues that increased domain migration success rating from

68% from 81%.

Corporate Technical Support Representative Dell Canada August 2006 – December 2007

Responsibilities

• Involved in DELL internal projects including coaching and training of colleagues

• Provide technical support on basic operational or maintenance of computers and peripherals

• Use troubleshooting techniques and tools to identify products that are defective

• Advise/educate customers within procedural guidelines to ensure a complete solution to their

technical or service questions

• Act independently to field support calls that were technically and interpersonally complex in nature

Accomplishments

Received various awards for customer satisfaction and issue resolution percentage.

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Computer Lab Supervisor Concordia University College of Alberta 2002 - 2004

Responsibilities

• Assist students with programming in MS Windows UNIX based environment

• Monitor functioning of the network equipment and computer systems

Accomplishments

Supervised implemented complex hardware and software upgrades that improved functionality, security and

scalability of the lab.

EDUCATION AND PROFESSIONAL DEVELOPMENTS

• Bachelor of Applied Information Systems Technology 2008 NAIT, Canada

• Diploma in Network Engineering Technology 2006 NAIT, Canada

• Bachelor of Science (Math Major & Computing Science Minor) 2004 Concordia University College

of Alberta, Canada

Ongoing Professional Development

• Project Management Certificate 2014 Northern Alberta Institute of Technology (NAIT),

Canada

• Leadership Program for Government of Alberta 2013 Government of Alberta, Canada

• Project Leadership Certificate 2013 NAIT, Canada

• ITIL Foundation Certificate 2012

• COBIT 4.1 Foundation Certificate 2012

• Business Analyst Certification 2009 NAIT, Canada

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