Service Consultant

Location:

Ottawa, ON, Canada

Posted:

October 19, 2020

Contact this candidate

Resume:

Roy MacNeil

ITIL & ITSM Expert Consultant

ITIL Certified, CSI, COBIT, CMMI & Kaizen

Level II Secret Security Clearance

***@***********.***

902-***-****

Contract Consulting Experience

#35

Nov ’19 – Aug ‘20 Grant Thornton (Contract) (10 Months) Toronto, ON

ITSM Process Transformation Consultant

Worked with CIO / Leadership to define the Operationalization Plans for their Digital Shared Services Transformation

Prepared a Roadmap to support the Transformation

Designed new Best Practice ITIL Aligned, Role based Processes in MS Viso

Delivered User Impact Analysis, Training Plan, Organizational Alignment and Roles and Responsibilities GAP Assessment for ITSM ServiceNow implementation

#34

May ’19 – Oct ‘19 Scotia Bank International (Contract) (6 Months) Kingston, JA

Senior Process Engineer

Responsible for Service improvement for 2 critical CRM processes (Variable Compensation & Lead Management) current state and future state deliverables

Operationalization roadmap, tactical and strategic planning for Process Automation solution

#33

Mar ’18 – May ‘19 CN (Contract) (15 Months) Montreal, QC

Service Management Process Architect - Positive Train Control

Responsible for the design and adoption of the PTC Change and Release & Deployment Management Processes, Procedures and Policies

Produced Job Aides, Work Instructions and Process Diagrams for Change and Configuration Processes

Conducted classroom training for new ITSM User

#32

Sep ’17 – Feb’18 Great-West Life (Contract) (6 Months) Toronto, ON

Enterprise Service Management Domain Process Architect

Responsible for driving and owning the Vision, Strategy and Road Map for Service Management across the Share Enterprise Services – thought Leadership

Defined the Enterprise Automation Strategy, Robotic Process Automation, Data Center Automation and Security Automation Strategies and Road Maps

#31

Feb ‘17 – July ‘17 Service New Brunswick (Contract) (6 Months) Fredericton, NB

Enterprise Service Management Advisory Consultant

Developed and implemented an Enterprise wide ITSM Process Governance and Operating Model

Designed and operationalized an Enterprise data Governance Strategy

Held workshops to define the Service Catalog scope and delivered 10 Services with Fulfillment workflows as POC

#30

Jul ’16 – Jan ‘17 McKesson (Contract) (7 Months) Toronto, ON

ITSM Advisory / Process Transformation

Lead the Change and Deployment Management Process Transformation Program, advised and consulted across technology center of excellence for Process adoption

Prepared and executed a Business Transformation plan for Change and Deployment Process improvements, consolidation, and efficiencies

Responsible for managing the performance improvements for the team, and ensuring through process adoption that delivery teams to meet metric targets

#29

Jan ’16 – Jun ‘16 BMO Bank (Contract) (6 Months) Toronto, ON

ITSM Transformation Consultant

Worked with Sponsor to defined Project Objectives, Charter, Key stakeholder List and Program linkage

Developed project delivery Strategy and Road Map

Defined current and final State Architecture, developed Technology Heat Map to identify end user impact

#28

Sep ’12 – Sep ‘16 Ernst & Young (Contract) (4 Years) Toronto, ON

Enterprise Service Management Advisory Consultant

Leading the Process Design, Implementation and Continual Improvement program

Presentations to Senior Executive C-Level

ITIL ITSM Process Alignment Strategy and Road Map for Enterprise IT

ITSM System RFP and Global Service Desk RFI and RFP preparation

Designed and implemented a new ITSM Governance, Strategy and Operating Model

EY Sub-Contract (Service New Brunswick) (6 Months) Fredericton, NB

Enterprise Service Management Advisory Consultant

Review existing ITSM Process for alignment with Remedy ITSM Suite

Delivered a Process GAP Assessment and new RACI Matrix for Work Instructions

Delivered a new ITSM Governance, Strategy and Operating Model

EY Sub-Contract (Government of New Brunswick) (15 Months) Fredericton, NB

ITSM - Service Request & Fulfillment Process Designer

Developed for a Provincial Government an IT Road Map, Organizational Change Management plan and ITSM Governance Model for a newly established IT Shared Services Organization

Delivered Process workshops to document Service Delivery and Fulfillment activities for 20 enterprise services including governance, RACI, and optimization opportunities

Architected, designed, and developed 20 new Services in the BMC Remedy Service Catalog including automated fulfillment activities

EY Sub-Contract (eHealth Ontario) (9 Months) Toronto, ON

ITSM SACM Process Architect

Process design and documentation for BMC Remedy SRM, SLM, Incident & Problem, Knowledge, Change and SACM processes, L1 through L4 Viso swim lane diagrams including Policy and Governance

Process Reengineering for Change and Service Asset and Configuration Management processes

EY Sub-Contract (Gold Corp) (12 Months) Vancouver, BC

ITSM Solution Architect

Subject Matter Expert for Implementation of BMC Footprints ITSM Suite for 20,000 users in Vancouver and Mexico City

Global SRM, CMDB and SLM Process Reengineering for ITIL and CFA / KPI alignment

EY Sub-Contract (Vale) (24 Months) Vitoria, Brazil

ITSM Outsourcing Architect & Advisory

Performed the analysis, strategy, design, and delivery of a new Enterprise Service Delivery Model for 150,000-person Corporation including all budget planning for both OpEx and CapEx projects

Prepared RFPs for procurement of new Global BMC Remedy ITSM System, outsourcing of an ITSM Office and a Global Service Desks, evaluated vendor responses and negotiated SOW

Implementation of BMC Remedy ITSM On Demand SaaS for a 150,000 employee Global Mining corporation spanning Canada, Brazil, and Indonesia

#27

Apr ‘12 – Sep ‘12 Alberta Health Services (Contract) (6 Months) Calgary, AB

ITSM Transformation Consultant

Responsibility for driving IT Vision and Strategy for Service Desk consolidation

Interviewed over 20 professionals to deliver IT Strategy for 2, 5 and 10-year Road Maps

Created a 12 step processes for value creation and ITIL adoption strategy

#26

Nov ‘11 – Apr ‘12 McAfee Security (Contract) (6 Months) Dallas, TX

ITSM Technical Consultant

Responsibility for resolving both technical issues for a net new ITSM enterprise implementation

Support for QA, Development and Production environments

3rd level escalation point for all technical tool issues

ITSM & ITBM Suite v7.6.04 SP1 and SP2 upgrades

#25

May ‘11 – Oct ‘11 Manitoba Public Insurance (Contract) (6 Months) Winnipeg, MB

ITSM Solution Implementation Specialist

Responsibility for creating and socializing the ITSM solution roadmap, project approach, scope and initial project plan

Advised customer groups and management on ITIL framework and Remedy ITSM process mapping

Upgrade project from BMC Remedy ITSM Suite 6.x to 7.6.x

#24

Dec ‘10 – May ‘11 Triumvir & Cecropia Solutions (Contract) (6 Months) Toronto, ON

BSM (ITSM & ITBM) Business Development

Responsibility for Managing Enterprise client implementations for BMC Remedy and Atrium technologies

Overall project delivery and resourcing responsibilities

Business development activities for vendor and resource opportunities

#23

Sep ‘09 – Nov '10 Process Control (Contract) (14 Months) Ottawa, ON

ITSM Process Architect

• Created Remedy ITSM v7.5 upgrade path from v6.03 and implemented a road map for ITIL organizational & business transformation activities

• Executed requirements gathering activates and produced Process Gap Assessment documentation

#22

Dec ’08 – Jul ’09 TELUS (Contract) (8 Months) Burnaby, BC

Sr. CMDB & ITSM Solutions Consultant

Architected an ITIL aligned Change and Configuration (Closed Loop Verification) Solution, including designing and implementing new Corporate Change processes

Architected corporate solution to implement ITIL aligned Service Management Change and Configuration Processes around a CMDB using a Service Oriented Architecture (SOA)

Introduced ITIL framework to client and implemented a road map for organizational & business transformation

Assisted in creation of a Project Charter, Work Breakdown Structure, Resource Allocation, Task Sizing and Project Scope

Lead ITSM & CMDB SME, educated, mentored, and managed a small development team including 2 students, 1 process consultant and 2 TELUS analysts

#21

Sep ’08 – Nov ’08 Research in Motion / Blackberry (Contract) (3 Months) Waterloo, ON

Sr. Remedy ITSM Consultant

Presented workshop discovery sessions to the business users to help the organization determine how to wrap their existing business processes around the new ITSM 7 tool

Made recommendations on Foundations and Configuration data and its impact to the process areas within the ITSM 7 Suite

Trained key stakeholders (30+) on how new functionality will integrate into existing solution

#20

Jun ’08 – Sep ’08 Great-West Life (Contract) (4 Months) Winnipeg, MB

Sr. Remedy ITSM Solutions Consultant

Created Scope Document, Work Breakdown Structure, Project Plan and Key Meeting Schedule for Remedy ITSM Implementation

Produced and delivered presentation for Executive Steering Committee to get project sign-off

Performed a project ‘health check’ based on the PMBOK process

Lead Analyst on Remedy Project - distributed ITSM analysis work and responsibility throughout the GWL team

#19

Oct ’07 - Apr ’08 IBM Global Services / CNA Insurance (Contract) (7 Months) Chicago, IL

Sr. Remedy ITSM Consultant

#18

Aug ’07 – Oct ’07 Blue Cross Blue Shield (Contract) (3 Months) Fargo, ND

Sr. ITSM Consultant

#17

Feb ’07 – Aug ’07 EPCOR - Edmonton Power Corp (Contract) (7 Months) Edmonton, AB

Sr. Lead ITSM Consultant

#16

Aug ’06 – Jan ’07 Shell Canada (Contract) (6 Months) Calgary, AB

Sr. ITSM Consultant

#15

Jun ’06 - Jul ’06 BMC Remedy / Dell (Contract) (2 Months) Austin, TX

Sr. Remedy ITSM Consultant

#14

Jan ’06 – May ’06 EDS / US Treasury & Federal Reserve (Contract) (5 Months) Herndon, VA

Sr. Remedy ITSM Consultant

#13

Jul ’05 – Dec ’05 EDS / Bell South (Contract) (6 Months) Oshawa, ON

Sr. Remedy ITSM Process Consultant

#12

Feb ’05 - May ’05 Ministry of Ontario Health (Contract) (4 Months) Kingston, ON

Sr. Remedy Process Consultant

#11

Sep ’04 – Jan ’05 TATA - TCS / Cummins (Contract) (5 Months) Columbus, IN

Sr. Remedy ITSM Consultant

#10

May '04- Aug ’04 Bank of America (Contract) (4 Months) Jacksonville, FL

Remedy ARS Management Consultant

Nov '03 - Apr '04 ExxonMobil (Contract) (6 Months) Houston, TX

Remedy ARS Management Consultant

Sep ‘02 – Oct ’03 Semaphore Solutions (Contract) (14 Months) Kanata, ON

Remedy Project Manager

Apr ‘02 – Aug ’02 Northeastern Solutions (Contract) (5 Months) Ottawa, ON

Sr. Remedy ARS Consultant

Feb ‘01– Mar ’02 Alcatel CID (Contract) (14 Months) Kanata, ON

Sr. Remedy ARS Consultant

Nov ’00 – Jan ’01 Alcatel Canada (Contract) (3 Months) Kanata, ON

Remedy ARS Consultant

Jul ’00 - Oct ’00 Arbros Communications (Contract) (4 Months) Silver Spring, ML

Remedy ARS Consultant

Apr ’00 – Jun ’00 Danet Inc / Eftia Corp (Contract) (3 Months) Pittsburgh, PA

Remedy ARS Consultant

Jan ’00 – Mar ’00 CNC Global / Norigen Communications (Contract) (3 Months) Toronto, ON

Remedy ARS Consultant

Sep ’99 – Jan ’00 Sirius / CTC Communications (Contract) (4 Months) Waltham, MA

Remedy ARS Management Consultant

Full Time Employee Experience

Feb ‘96 – Sep ’99 Newbridge Networks (Employee) (43 Months) Kanata, ON

Remedy ARS Developer / Systems Analyst

Global Remedy Development & Operational Support

Responsible for administrating 4 Enterprise Remedy Help Desk Systems in 4 Continents

Coded custom Remedy ARS Manufacturing Problem Tracking and Asset Management

Skills and Expertise

Strategy definition, Rod Mapping and Execution

Enterprise Service Management Thought Leadership

Process Improvement and Business Transformation initiatives

Organizational Change Management

Proven experience in system design, documentation, and lifecycle management

IT Financial Planning and Budgets

Excellent Vendor negotiation skills

ITIL Service Management (training, v3 certification, & expert practiced knowledge)

Presentation skills to all levels within the organization including C-level executives

Courses

2018 CN Positive Train Control (PTC) Montreal, QC, CAN

PTC System Management