Business Process Information Technology

Resume - Mr. Ghulam Mustafa

MIT, MBA

E.MAIL: ************@*******.*** PHONE : 613-***-****

PROFILE

An organized and resourceful IT professional with 19+ experience in Information Technology industry with specialization in IM/IT projects/services, Cloud services, Salesforce, MS Office/Dynamics365, Enterprise Solution and Data Architectural Design, Business Systems Consultation Services, CRM transformation, business process workflows/diagram, business process improvement, process requirements, process architecture, options analysis, gap analysis, impact analysis, SWOT analysis, business modeling, business requirements, business requirements documents (BRD), business artifacts, business intelligence, business process management including As-Is Processes & To-Be Processes, use cases, user stories, sprint planning, sprint review, test cases, test plans, requirement gathering, stakeholder profiling, stakeholders management, Customer Relationship Management (CRM), ERP systems, functional/technical design documentation, vendor management, hardware/software analysis, software requirements specification (SRS), software licensing, software audit, installation, configuration, troubleshooting, IT asset life cycle planning and reporting. Having extensive knowledge and experienced in SDLC process, Methodologies including Waterfall, Incremental, Spiral, Scrum, Agile, Iterative Agile, Product Management, RAD, data/event modeling, data migration, data gap, data quality assessment and data validation. Working knowledge ITIL, VPN, Salesforce, MS Dynamic 365, MS Visio, DM, CMDB, SCCM, ITAM/ITSM process, discovery tools, HW, SW and data Management Tools, ETL (extract, transform, load) /Software such as HPCA, HPAM, Service Now, ILMT, BMC Remedy, ServiceDesk+, FlexEra, Sysinfo, GCPedia, GCDOCS, JIRA, JIRA Medical Cannabis Registry (MCR), OMIS, DevOps, TRIO2, Blueprint, TFS, InfoBank and ITPPM. Key strengths include Oracle/access database skills, Financial Management Systems, Software process execution that include COTS & custom-built applications, Software tracking activities, industry best practices, superior communication, analytical thinking, problem solving, a clear vision of the future technology and achieving results with a “CAN DO” attitude. Ability to learn, adopt and manage new technologies and new environments in a quick way, self-motivated, goal oriented and enthusiastic team player.

Key Accomplishments

Achieved “Certified PYTHON Developer” certificate with an Excellency degree notation, view my verified achievement from W3 School

Developed and implemented Enterprise MS D365 Solutions and Data Architect Framework and design for Health Canada CPRS, PSPC’s GCnova and CBSA’s SHD and RCTS projects.

Developed and implemented a new CRM solution ‘ISI Salesforce’ and ‘TCS Marketing’ that aligns with the Government Digital Modernization Strategy.

Developed business process/procedures and high-level business requirements to initiate ITSM Transformation project for COTS applications, and software licensing data from ServiceDesk+ to FlexEra for CIOB - Government of Canada within project time frame

Established business process workflow, functional/technical design documentation, data flow diagrams from HPAM to BC Remedy for Bank of Montreal-BMO and attained 95% data and audit accuracy.

Leaded ITSM team for NGD WIN 7/10 Transformation project and completed 11,000 work orders for business operational level as well as the strategic level including business processes development, high-level business requirement, SW configuration, managing source media, software licensing, and resulting business system up gradation.

Resolved and completed more than 1000 IT services request for various IT services support including AC update, Table update, Generic HPAM update, data validation, Script and program related queries, Importing data into CMDB, HPAM and sync with Remedy System.

Developed high-level business processes by deploying HP client automation tool on each PC that improved service desk support, optimized cost and established IT credibility for Celero Solutions.

Developed business case, gathered business process requirements and successfully implemented new KANBAN Inventory system as pilot project in 6 weeks to maintain adequate stock of highly demanding IT equipment, resulting in savings of approximately $100,000 per annum

Procured and maintained smart phones, MSS Licenses for iPhone/ iPad and Blackberry BES licences for staff and clients that improved business activity and generated extra income for $100K per annum.

Reduced PCs equipment cost by 40% in 6 months period by controlling the POs, quarterly audit of software and distribution of supplies for the department.

Initiated improvements in existing business process by constantly thinking outside the box of ways and means to create a more reliable tool to meet client’s requirements in a quick and responsive way that enhanced 20% customer satisfaction in 8 weeks.

PROJECT HISTORY

Project 1

Department of National Defence April 2023 – To date

Senior Business Analyst

Director Defence Resource Management Information Systems (DDRMIS)

Project Name: DND Enterprise Resource Planning (ERP) SAP application known as the Defence Resource Management Information System (DRMIS). Maintain and enhance the SAP base system that is composed of the current SAP ERP 6.0 to the new SAP S/4 HANA software modules.

Tasks Performed:

Developed process re-engineering and use cases documents.

Performed change impact analysis, fit-gap analysis, and readiness assessments for a business transition project. Participated in defining business strategy and processes in support of transformation and change management activities.

Participated in change impact analysis

Developed readiness assessments and performed fit-gap analysis.

Created presentations and presented to various stakeholders, and facilitated meetings and discussions related to change management.

Liaised with user organizations to identify and document both benefits and negative impacts associated with rollout and use of large information management systems.

Provided support with the development of business case proposals for extensions expansions to meet new business requirements or for rollout to new users.

Developed and gathered business intake i.e. Business Requirement Document (BRD), IT Requirements (ITR), Incident, Service Request (SR), Request For Change (RFC) for Major, Minor and Standard releases.

Project 2

Health Canada Feb.2024 – Aug.2024

Enterprise Architect

Controlled Substances and Cannabis Branch (CSCB) - Branch Operational Support Services (BOSS)

Project Description: - Solution and Data Architectural design for IP901 Cannabis Personal Registration System (CPRS).

Health Canada’s Controlled Substances and Cannabis Branch (CSCB) has several existing systems including Cannabis Tracking and Licensing System (CTLS), Controlled Substances and Precursors System (CSPS) as well as new projects coming including the Canadian Drug and Substances Strategy (CDSS). Review the full complement of CSCB’s existing and future applications, their similarities in capability, technology, etc. and develop a long-term strategy and roadmap for the products.

Tasks Performed:

Developed architecture frameworks, practices and procedures, involving preparing a wide range of architecture and project documentation for the implementation and integration of MS D365 with variety of software such as GCDocs, SharePoint, Document Management Services (DMS) and Temples Services. This included analyzing existing capabilities and requirements, developing redesigned architecture frameworks, recommending areas for improved capability and integration and developing the project charter, project documentation, change request processes, and scheduling product deployment from Dev to Prod.

Provided input to enterprise architecture activities including technology stacks

Designed and Implement API framework

Developed the architecture plan and documentation for the Project.

Provided the operations and development teams with support, guidance, and advice.

Improved the diversity and quality of infrastructure capacity and vetted service offerings being deployed.

Developed comprehensive enterprise architecture documentation.

Determined operational objectives of the target environment by studying business functions, gathering information, evaluating output requirements and formats.

Performed business analyses of requirements to identify information, procedures, and decision flows.

Analyzed existing capabilities and requirements, developed redesigned frameworks and recommend areas for improved capability and integration.

Developed data dictionary for GCCase (MS D365) to document, catalog and communicate the content and structure of data and to provide descriptions of data elements and a description of the data used.

Managed the development and implementation of an architectural improvement plan.

Coached, mentored and trained the organization to perform any of the tasks related to data dictionary and design of enterprise architectural of CPRS.

Analyzed and reported on current state, interim state and future state of CPRS.

Consulted with stakeholder teams including CSCB subject matter experts, DTB’s Enterprise Architecture and Development teams to develop data communication of CPRS portal and Case Management system.

Considered GoC Standards, Best Practices, Digital Ambition, Health Canada enterprise standards to develop enterprise architect of CPRS.

Developed report and summary on findings for CTLS system customization and configuration.

Developed short and long-term roadmap to achieve target state of CPRS.

Developed and presented architectural improvement plan and findings of CTLS.

Prepared models, flows and diagrams, such as data elements, wireframes, design flows, User Interface (UI), whiteboards, use case models, static object models, etc.

Project 3

Public Services and Procurement Canada (PSPC) Sep. 2023 – Mar. 2024

Senior Business Consultant

Product Management - GC Programs and Services (GCPS) - Digital Services Branch

Project Description: - Implementation of GCcase Cloud Platform (GCnova).

GCnova is a cloud-based, Software as a Service (SaaS) program and the evolution of the GCcase management system, that will replace GCcase on-premise solution and will enable clients to apply more consistent and improved business process flow logic, along with additional expert service enhancements. Developing and implementing cloud base following solutions:

GCnova

Client Zone

Employee Management System (EMS)

Human Resource (HR) Pool

Tasks Performed:

Implemented business process, case management systems and related projects, including projects for GCcase program clients.

Performed duties as Project Manager to prepare project charter, project documentation, change request processes, and scheduling product deployment from Dev to production.

Developed integration of approved business process and case management systems with other departmental systems.

Managed the stakeholder relationship(s) by improving communication between the stakeholder(s) and the subject matter experts to help ensure the stakeholder(s) needs are captured and understood.

Led and conducted business analysis in order to assess client’s business problems/opportunities and documented by using DevOps to capture requirements as Epics, Features and User Stories.

Developed, prepared and reviewed GC Enterprise Architecture Review Board (EARB) and Technical Working Committee (TWC) presentation decks to get endorsement for GCnova.

Developed following documentation for GCnova:

oBusiness Concept of Operations (ConOps),

oBusiness Need for Security (BNS).

oSecurity Assessment Plan (SAP).

oPrivacy Risk Checklist (PRC).

oSecurity Categorization Report (SCR).

Developed and prepared application guide and user training manual for following systems:

oClient Zone.

oCommand Center.

oClient Portal.

oEmployee Management System (EMS)

oHuman Resource (HR) Pool

Evaluated existing procedures and methods to identify and document items such as database content, structure, and application subsystems.

Developed GCnova service catalogue, GCnova Onboarding processes and GCnova Terms of Reference (TOR).

Improved business operations by redesigning processes, worked with stakeholders and subject matter experts to improve efficiencies and to achieve more value, prototyped potential solutions, provided trade-off information and suggested a recommended course of action.

Defined and documented interfaces of manual to automated operations within application subsystems, to external systems, and between new and existing systems.

Project 4

Canada Border Services Agency - CBSA Oct. 2021 – Aug.2023

Senior Business Consultant

Business Process Automation and Case Management

Project Description: - Implementing GCCase (MS D365) for Case Management.

Developing, implementing and integrating GCCase (MS D365) with variety of software such as GCDocs and Xpertdocs solutions to meet client’s business needs. Working on the following projects that will be developed/configured using the GCCase platform using an Agile/SCRUM methodology.

1-SAP Help Desk (SHD)

2-Refugee Claimants Tracking System (RCTS).

3-Business Process Automation and Case Management Hub (BCMH).

4-GCCase Post Production Support.

Tasks Performed:

Performed duties as Project Manager to prepare project charter, project documentation, change request processes, and scheduling product deployment from Dev to production.

Determined operational objectives by studying business functions, gathering information, evaluating output requirements and formats.

Led and conducted business analysis in order to assess client’s business problems/opportunities and documented by using DevOps to capture requirements as Epics, Features and User Stories.

Facilitated Joint Application Development/Design (JAD) workshops by using Miro Boards/Whiteboard tools, and participated in business case development processes.

Analyzed existing capabilities and requirements, developed redesigned frameworks and recommend areas for improved capability and integration.

Assessed required changes to business processes in support of or, to enable the implementation of intelligent automation.

Performed business analyses of requirements to identify information, procedures, and decision flows.

Evaluated existing procedures and methods, identify and document items such as database content, structure, application subsystems.

Developed data dictionary for GCCase (MS D365)

Defined and documented interfaces of manual to automated operations within application subsystems, to external systems, and between new and existing systems;

Identified candidate business processes for re-design, prototype potential solutions, provide trade-off information and suggested a recommended course of action.

Established and Conducted unit testing, integration testing, and User Acceptance Testing (UAT).

Project 5

Shared Services Canada (SSC) Aug. 2021 – Feb. 2023

Senior ITAM Business Consultant

Material Management, Enterprise IT Procurement and Corporate Service Branch & Enterprise Business Intake and Demand Management (EBIDM)

Project Description: - ITAM Refresh Program & Enterprise Business Intake.

ITAM Refresh Program including governance, planning guidance, program monitoring, asset discovery and reporting. The IT Refresh Program serves to mitigate the risk of service interruptions due to failing Information Technology equipment and ensure the ongoing sustainability and integrity of existing Information Technology infrastructure critical to the management of departmental programs and the provision of digital services to Canadians.

EBIDM – To build and maintain positive relationships with Service Delivery Managers (SDMs) and provide a clear understanding of what information the various Service Lines require to deliver on each type of solution.

Tasks Performed:

Worked with Material Management, SIGMA, and ITAM and ODS teams closely to identify duplicate SSC asset tags, missing AMR tags, dead records, and developed asset reconciliation category for EMR and AMR assets.

Analyzed and wrote Statement of Work (SOW), Request for Proposal (RFP), Evaluation Criteria and participated in appendixes for procurement.

Facilitated Joint Application Development/Design (JAD) workshops and participated in business case development processes.

Developed partnership meeting documentation including partner dashboard, integrated plans, briefing notes and account plans.

Maintained partnership documentation in accordance with SSC documents/established SSC information management (IM) processes and coordinate reviews and acceptance by SSC and internal or external clients, to ensure approvals occur in a timely manner.

Developed presentations, and provided for review and approval by all relevant stakeholders as appropriate.

Planed, coordinated, captured and followed up on meetings with SSC partner organizations for business needs gathering along with their prioritization, align to SSC transformation, associated business impact, costs and business dependencies.

Evaluated proposed infrastructure business requirements and economic feasibility for external clients.

Performed business analyses of functional requirements to identify information, procedures, decision flows and develop communication documentation.

Validated the business requirements received from customers against the SSC Functional Directives, standardized criteria and capacity analysis.

Led and coordinated the Assessment phase (during solution development effort with SMEs) in the early stage of the business intake process.

Developed Business Requests (BR) costing/pricing based on the Solution Design, option analysis or high-level architecture to determine indicative or substantive pricing.

Reported on the progress of the requests (via the Business Intake Tracking System (BITS).

Assigned BR to service lines for implementation.

Project 6

Innovation Canada - ISED May 2021 – July 2022

Senior Business Consultant / Salesforce Administrator

Innovation, Science and Economic Development (ISED) Canada

Project Description: - Innovation Superclusters Initiative (ISI).

Developing and implementing five Superclusters in CRM Salesforce to record all participating organizations, projects, members, contributions, performance, engagements, funding, costing and project activity reports.

Tasks Performed:

Developed and managed Salesforce field security profiles, encryption, users, teams, security roles and configured hierarchy security.

Checked for the changes that need to be done for making the business processes effective

Analyzed and wrote Statement of Work (SOW), Request for Proposal (RFP), Evaluation Criteria and participated in appendixes for procurement.

Led and conducted business analysis and documented by using DevOps to capture requirements as Epics, Features and User Stories.

Facilitated Joint Application Development/Design (JAD) workshops by using Miro Boards/Whiteboard tools, and participated in business case development processes.

Evaluated, tested, and debugged ISI salesforce products

Worked in Agile environment to develop user stories, acceptance criteria, use cases, use case modeling, static object model, sprint planning, sprint review and product backlog by analyzing and conducting stakeholder’s business requirement sessions.

Supported and used the Agile SDLC methodology, including participating in scrum meetings, weekly business requirement gathering sessions, and recording new and emerging requirements in the form of user stories

Performed business analyses of requirements to identify information, procedures, and decision flows.

Evaluated existing procedures and methods, identified and documented items such as database content, structure and application subsystems.

Developed data dictionary of the ISI system.

Prepared documents like data elements, wireframes, design flows, User Interface (UI), etc., as and when required.

Worked collaboratively with the testing team, developers and answer questions related to requirements.

Project 7

Department of National Defence Jan. 2020 – July 2021

Senior Business Consultant

Directorate Application Planning & Integration, and Directorate of Materiel Policy and Procedures

Project Name and Description: (1) - Developing and implementing Human Resource Case Management System (HRCMS) in MS Dynamics 365 and Human Resource Services and Support (HRSS) Web Portal.

(2) – Drafting and Publishing Defence Administrative Order and Directive (DAOD), and Cyber Materiel Assurance document

Tasks Performed:

Developed web apps, plug-in and web services using MS Visual Studio

Delivered In-Service-Support (ISS) for the Enterprise Case Management System (HRCMS), delivered using the Microsoft Dynamics 365 On-Premise and SharePoint platforms on Windows environments, using the Dynamics 365 Deployment Manager, Team Foundation Server, Visual Studio and Azure DevOps.

Facilitated Joint Application Development/Design (JAD) workshops by using Miro Boards/Whiteboard tools, and participated in business case development processes.

Involved in full ERP implementation lifecycle with Dynamics 365.

Installed, maintained and upgraded components of the Enterprise Case Management System

Evaluated, tested, and debugged Enterprise Case Management System products

Introduced and incorporated new processes and tools into the Dynamics 365 platform development lifecycle in support of the continuous delivery paradigm.

Led and conducted business analysis and documented by using DevOps to capture requirements as Epics, Features and User Stories.

Developed, tested and documented procedures in order to upgrade, patch or migrate the eCMS (Dynamics 365/SharePoint/SSRS) solutions as new versions of the software become available

Provided a preliminary impact analysis for any changes due to migration, upgrading, or patching

Communicated with the Technical Authority to explain upgrade/migration strategy/plan and obtain approval for upgrading/migration.

Provided a written record of decisions made, the discussions leading to the decisions and the action required.

Developed a work plan to implement the upgrade/migration

Enabled and disabled plugins and their associated SDK messaging steps

Developed policy, instructions, directives, processes and training in the area of supply chain risk management, including counterfeit mitigation, cybersecurity in the supply chain and manufacturing processes

Analyzed information related to supply chain risk management in the Department of National Defence (DND) suite of policies, procedures and business processes

Developed and presented findings of gaps within the DND suite of policies, procedures and business processes for supply chain risk management

Developed and presented a recommended course of action to address the supply chain risk management policy, procedure and process gaps

Compared files and view version history using Visual Studio

Worked on Azure DevOps and Team Foundation Server (TFS) for source controlling, reporting, project tracking, workflows and collaborative CRM development needs

Utilized SQL Server Reporting Services to create, deploy and manage reports

Validated JavaScript events as per system requirements

Created users and roles on CRM environment based on client requirements

Resolved incident tickets and bug fixed in production environment.

Project 8

Global Affairs Canada May 2019 – Dec.2019

Senior Business Systems and CRM Architect

Contact Management and Trade Systems - SIAB

Project Description: Developed and implemented a new CRM solution TCS Marketing in MS Dynamics 365 that aligns with the TCS Digital Modernization Strategy, a system that readily support mobility services and integrate with other TCS tools.

Tasks Performed:

Configured MS Dynamins 365 settings to meet minimal capabilities (MVP) and proof of concept (POC) for functional solution designs.

Developed customized CRM Solution with publisher and configured out of the box and custom items to meet TCS Marketing capabilities.

Led and conducted business analysis and documented by using DevOps to capture requirements as Epics, Features and User Stories.

Facilitated Joint Application Development/Design (JAD) workshops and participated in business case development processes.

Prototyped potential solutions to provide trade-off information and suggest a recommended course of action.

Developed and configured forms, views, charts, dashboards, reports and mobile settings for TCS marketing solution.

Managed MS Dynamics 365 applications using the Solutions and Dynamics 365 Administration Center.

Administered and configured managed, unmanaged solution, components, subcomponents to include in solution, environments and migrated solution from sandbox environments to production.

Developed and managed CRM field security profiles, users, teams, security roles and configured hierarchy security.

Imported data by using the import data wizard, exported from Dynamics 365 and identified source fields to Dynamics 365 Fields mapping and saved mappings to template.

Created and modified fields, entities, relationships, configured business rules, workflows and business process flows of TCS Marketing Solution.

Implemented product backlogs and entered user stories into Team Foundation Server and Blueprint, and developed business process diagrams, ERD diagrams, data flow and data dictionary for new ECRM.

Worked in Agile environment to develop user stories, acceptance criteria, use cases, use case modeling, static object model, sprint planning, sprint review and product backlog by analyzing and conducting stakeholder’s business requirement sessions.

Supported and used the Agile SDLC methodology, including participating in scrum meetings, weekly business requirement gathering sessions, and recording new and emerging requirements in the form of user stories that were stored in the Master Log Sheet.

Configured and customized MS Dynamics 365 for TCS success stories database to deliver demos onsite to the clients.

Project 9

PSPC– Public Services and Procurement Canada (Former–PWGSC) Jan 2019 – Apr 2019

Senior Business Systems Consultant / Enterprise Architect

Real Property Services Branch

Project Description: Automation of Operations Centre (OC) Bulletin, Incident Request process and National Master Asset database.

Tasks Performed:

Worked as Business Consultant to support the interfaces of manual to automated operations of incident reporting templates/processes, OC Bulletin and NMAL.

Led and conducted business analysis and documented by using DevOps to capture requirements as Epics, Features and User Stories.

Facilitated Joint Application Development/Design (JAD) workshops and participated in business case development processes.

Embedded the OEMD bulletin in an email with working hyperlinks to avoid sending the bulletin as an attachment or have to log into GC Docs to access it.

Defined and utilized relevant business analysis techniques and methodologies to perform solution analysis and design.

Created an information data dictionary from various spreadsheets in order to support the Operation and Emergency Management Directorate monthly bulletins.

Automated and formatted the Incident Report Template so that it cannot be “sent” or “saved” unless all mandatory fields are populated

Defined and documented interfaces of manual to automated operations within application subsystems, to external systems, and between new and existing systems

Demonstrated leadership capabilities to influence others OC team leads and facilitated workshop, meetings and presentation to other group’s members.

Advised on the development of standards, policies, directives and procedures.

Provided continuous improvement services to improve existing business processes and informed the Business Solution Delivery leadership team of potential continuous improvement opportunities.

Evaluated existing processes/procedures and methods, identified and documented items such as process diagrams, process structure, application subsystems, and develop data dictionary.

Mapped existing processes with future processes and recommended changes in processes.

Documented business process flows for existing / proposed processes, workflows, and data flows diagram by using MS Visio.

Project 10

Canadian Forces Morale and Welfare Services (National Defence) July 2018 – Dec 2018

Senior IM/IT Business and CRM Consultant

IM/IT Services Division

Project Description: IM/IT Transformation for SISIP Financial Planning Implementation in MS Dynamic 365 CRM as ERP solution.

Tasks Performed:

Developed business process recommendations on IM/IT projects, user requirements, process mapping, data queries and prepared requirements to migrate and transform data from SAM-Web to MS Dynamic 365.

Configured and customized MS Dynamics 365 for SISIP Financial Planning Implementation.

Facilitated Joint Application Development/Design (JAD) workshops and participated in business case development processes.

Improved existing business work processes and organizational processes structure by identifying/analyzing opportunities to re-design processes and procedures for improvements.

Liaised with stakeholders and Subject Matter Experts (SMEs) to research and evaluate high level business assessment and technical requirements.

Prepared and presented feasibility studies, prototypes, business cases and cost benefit analysis for IM/IT projects.

Documented business process flows for existing / proposed processes, workflows, and data flows diagram by using MS Visio.

Developed and maintained a traceability matrix to identify where and how high-level requirements were being met by

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