Senior IT Service Management Consultant

Van Loc Mai

*********@*****.*** 519-***-****

A senior IT professional of 15+ years of experience with extensive subject matter expertise in Architecture and Service Delivery Frameworks ITIL/ITSM, TOGAF, PMLC, SDLC. Proven track record in managing executive client interactions, enhancing stakeholder value, driving satisfaction, and identifying opportunities for service enhancement. Expertise in project management methodologies, risk assessment, and delivering quality business solutions aligned with enterprise transformation goals.

Expertise in Service Management solution implementation, advice on strategy, governance, policy and roadmap aligned with ITIL framework to support enterprise business transformation. Have a strong experience in Service Asset, CMDB and service mapping.

Join Application Development (JAD)

Value Stream Management

Data Modeling (ERD, Data Flow Diagram)

Business Process Modeling (BPMN, UML)

Process Modeling (BPMN, UML)

Re-engineering and Automation

Use Cases and Acceptance Criteria

Operational Readiness

Work Experience:

Business Analyst, National Defence (DND), 02/2025 - 05/2025

·Developed project plan, high-level business architecture, holistic roadmap, requirements, service models, process rationalization, practice alignment to modernize and support business objectives initiatives to standardize Service Catalogue for the transition to new tool (reuse, value stream and cost effective) with Axios IFS Assyst.

·Developed, reviewed service management practices, policies. Assessing impacts of transition from As-Is to To-Be to rationalize, realign and standardize Service Catalogue (400+ items) versus Services and Products to manage, support effectively Service Asset lifecycle compliance (operational, contracts, licenses) with Axios IFS Assyst in preparation for the transition to new tool.

Business System Consultant, Shared Services Canada (SSC) & ESDC, 04/2024 - 07/2024

·Developed and supported enterprise Service Management SaaS platforms on cloud and On-Premise in collaboration with Shared Services Canada (SSC) and Employment and Social Development Canada (ESDC) to modernize the digital with BMC Helix ITSM Suite 20.x, 22.x for the transition to new outsourcer.

·Applied structured methodologies to design and integrate enterprise Service Management solution/process on both cloud and on-premise platforms, meeting business and technical requirements.

·Gathered and analyzed business requirements, mapped interdependencies, business system requirements, and produced the required functional and technical specifications, recommendations to sustain business continuity and support the integration of ITSM solution and related processes and products/services would need to fulfill business needs.

Senior Architect, Ontario Public Services (OPS) Ministry Of Public And Business Service Delivery (MPBSD), 11/2022 - 03/2024

·Developed recommendations, guidelines, data management, data governance, improvements and corrective actions to address the data security, process compliance and actions to rectify, exploit fully the potential of ITSM Suite OOTB features/automation in the context of multi-tenancy service model with BMC ITSM 9.x

·Developed project plan, performed a detailed business analysis, system and functional requirements for the project. Gathering through research, observation and interviews with project stakeholders and members of senior management to define recommendations, governance, and reengineer process flows to meet both operational and compliance standards.

·Delivered requirements documentation and implementation plans to ensure compliance with multi-tenancy services model and service delivery objectives.

·Assessed, recommended systems infrastructure multi–tiered components configurations and settings required to sustain and fully exploit Enterprise Service Management Suite solution features for data integrity, security, process compliance in the context of multi–tenancy service model (data driven event/automation, Service Catalogue, Product Catalog, Service Asset and Configuration Management (SACM), CMDB, Contract Management, SLM (SLA, OLA)).

Senior Consultant, The Commission Of Norms, Equity, Health And Security Of Quebec (CNESST), 12/2019 - 09/2022

·Provided governance advice to optimize Business Service Management (BSM) platform and Digital Workplace (DWP) services for enterprise-level ITIL maturity best practice operational (ITOM), IT Asset Management (ITAM) lifecycle controls, audit/compliance processes and continuous improvement to support enterprise digital transformation initiative.

·Conducted research and development to enhance support models and data flows, establishing optimized business process automation during the upgrade to cloud-based ITSM platform with BMC Helix (19.x, 20.x).

·Developed analytic metadata, entity relationship model (ERD) and reports to improve auditing processes and service efficiency for ITOM and ITAM (asset lifecycle, contract, license).

·Designed, tested, and deployed proof of concept across all environments to validate solutions and improve the business process automation and service integrity for the ITSM Suite.

Senior Consultant, Great-West Life Assurance Company, 05/2018 - 06/2019

·Utilized structured methodologies to design and implement a unified service management platform for 13 subsidiaries, ensuring compliance with enterprise-wide requirements with BMC ITSM 9.x

·Delivered system integration documents, including data standardization document (Service Catalogue, Product Catalog) to guide the system integration for the new multi-tenant environment.

·Consolidated, re-organized workflows, data for the merger of (13) insurance subsidiaries under new instance of enterprise Service Management ITIL based best practices from ITSM processes, SACM framework, data driven event to maximizing the operational automation/integration and its Digital Workplace (DWP) multi-tenant.

·Realigned Service Asset and Configuration Management (SACM) data within a multi-tenancy framework.

·Conducted data analysis to ensure compliance and integrity of Service Asset data and Atrium CMDB against BMC ITSM processes with discovery data, normalization, reconciliation process and business rules in ServiceNow CMDB in preparation the transition to ServiceNow.

Configuration Manager, Bell Mobility, 09/2015 - 12/2017

·Delivered ITSM framework services to support OSS and NOC integrated operations (system-to-system). Involving the full range of Service Management onboarding activities (tools, processes, people) to implement the new instance of enterprise Service Management tool to gapping the OSS processes from end-to-end with BMC ITSM 9.x

·Designed and implemented ITSM frameworks using structured methodologies, ensuring that processes aligned with business requirements and service management standards.

·Created key On-Boarding Documents, including Training Documents and Operational Documents, to ensure that system configurations and workflows met service delivery goals.

·Delivered ITSM framework services to enhance OSS integrated operations through comprehensive onboarding activities to gapping the OSS processes from end-to-end.

·Planned and deployed data governance processes and configurations to optimize enterprise SACM automation.

·Supported operational integrity of Service Management platform and CMDB across multi-tiered environments.

·Streamlined fault management processes to improve overall operational support systems by levering tool out-of-the-box features to maximize automation.

Senior Architect, Foreign Affairs Trade And Development Canada, 04/2015 - 08/2015

·Documented and assessed feasibility of migrating to target business process architecture and enabling technologies.

·Applied structured methodologies to assess and migrate existing business process architectures, ensuring they aligned with strategic requirements for global service management with BMC ITSM 9.x

·Produced detailed Architecture and Solution Requirements Documents to define scope, processes, and technical specifications for the enterprise ITSM platform.

·Conducted JAD and design sessions with global stakeholders to capture and align business requirements for system migration and integration.

·Researched and designed high-level and detailed architecture diagrams that met project requirements.

·Identified risks associated with migration and provided recommendations for risk mitigation.

·Developed proof-of-concept (PoC) for enterprise Business Service Management ITSM platform supporting Ministry activities globally.

Configuration Manager, Ontario Public Services, 01/2015 - 03/2015

·Applied structured methodologies to design and implement Configuration Management processes, ensuring they met the operational requirements of IFIS information systems.

·Delivered Architecture documents and Solution Requirements Documents to define system configurations and ensure compliance with ITIL standards and regulatory requirements.

·Developed and implemented Configuration Management process to monitor, control, and audit changes in IFIS information systems.

·Chaired CAB meetings to review requests for changes and assess associated risks and impacts.

·Coordinated all release activities to ensure compliance with established protocols in IFIS.

Senior Technologist, Telus Communications, 04/2012 - 12/2014

·Designed and developed governance models using structured methodologies, ensuring that service management platforms met operational requirements and ITIL best practices with BMC ITSM 7.6

·Developed governance models and guidelines for operational services aligned with ITIL best practices in multi-tiered outsourcing environments.

·Provided subject matter expert guidance to enhance Business Service Management platform, focusing on infrastructure, applications, and business processes.

·Customized CMDB metadata and ITSM application features to support new processes, integrating additional classes into existing CMDB hierarchical models.

Senior Architect, Citizenship And Immigration Canada, 11/2010 - 11/2011

·Developed project scope and roadmap to guide IT Service Management platform re-engineering.

·Gathered stakeholder business requirements and use cases for strategic transformation of service models and processes with BMC ITSM 7.6

·Designed high-level and detailed architecture diagrams to communicate system components and workflows.

·Facilitated feedback collection from stakeholders, management, and users on proposed solutions and approaches.

·Conducted risk, impact, and gap assessments during transition from As-Is to To-Be state.

·Identified and documented business use cases, data models, and functional specifications based on requirements aligned with ITIL best practices to minimize customization needs for ITSM.

Senior Operational Consultant, Research In Motion, 11/2009 - 05/2010

·Supported consolidation of (3) multi-tiered SaaS platforms, enhancing high availability and scalability.

·Provided comprehensive infrastructure and application services for critical service management systems.

·Facilitated integration of three global ITSM applications, optimizing infrastructure operations and support.

·Gathered business requirements to configure ITSM platforms for automation of data-driven events.

·Managed system architecture, event monitoring, and performance management across diverse environments.

·Coordinated deployment and administration of (42) middleware servers and (8) ARS servers with BMC ITSM 7.6

·Aligned applications and processes to maximize operational efficiency and service delivery.

Configuration Manager, Hydro Quebec, 07/2007 - 12/2008

·Implemented and maintained Service Asset and Configuration Management System (SACM) for mission-critical assets with BMC ITSM 7.6

·Developed data governance policies, RACIs matrix and procedures for effective asset management lifecycle controls.

·Created approximately (300+) SQL scripts to manage IT Asset Management (ITAM) across all asset classes.

·Managed complex CMDB structure with over (500K) configuration items to support (800+) enterprise applications.

·Established data quality control and compliance metrics in Configuration Management System (CMS).

·Generated more than (380+) daily reports to monitor data quality and compliance.

·Conducted audits of CMDB, SACM, and IT Assets for data integrity using SQL scripts.

Previous Experience

Solution Architect, XWARE (A Bell Aliant Company), 11/2006 - 07/2007

Designed, planned and led business and technical requirements workshops transitioning from As-Is to To-Be for SaaS-based Service Management solution covering infrastructure and business processes mapping on Windows platform, SQL Server.

Developer, ROGERS WIRELESS INC., 04/2006 - 08/2006

Enhanced OSS home growth Service Management tools functionalities and data model (Sybase) to bolster service layer for UMTS (Universal Mobile Telecommunications System) on Network Operations Services and Equipment Systems.

Senior Consultant, CGI GROUP INC., 08/2002 - 01/2006

Implemented end-to-end SaaS ITSM tool, covering infrastructure design and process re-engineering.

Engaged stakeholders to facilitate adoption of enterprise ITIL best practices framework.

Enabled solution utilizing high-performance VMWare virtual environment for enhanced efficiency.

System Analyst/Developer, EXXON MOBIL GLOBAL SERVICES COMPANY, 11/1998 - 07/2002

Engineered global ITSM upgrade and roll out, developed and optimized features, workflows, data archiving, and interfaces to streamline ticket outsourcing with API, C/C++, Remedy ARS (3.x, 4.x).

Developer, ENVIRONMENT CANADA – CANADIAN METEOROLOGICAL CENTRE, 9/1996 - 11/1998

Redesigned Help Desk system with focus on system architecture and features leveraging web interface powered by PERL, API, CGI, HTML, Remedy ARS (3.2).

System Administrator, CARON BELANGER ERNEST & YOUNG, 3/1996 – 9/1996

Managed, supported data center mainframe, servers and financial applications.

System Administrator, CREDIT LYONNAIS CANADA 9/1992 – 3/1996 (during my university program)

Banking data processing in batch mode, disaster Recovery (DR) exercise. Optimized production systems

Education

·Bachelor in computer science, University of Québec, Montréal (1994)

·College degree in Sciences, Saint-Laurent Collège, Québec (1989)

Certification

·Canadian Security Clearance Secret 2 (2022-2032)

·Project Management Professional (1994)

·ITIL Foundation V3 (CTE Solutions 2009)

·ITIL IT Service Management Essentials (Pink Elephant 2003)

·HP-UX 10.20 System Administration (Hewlett Packard 1998)

·IRIX 5.3 System Administration (Silicon Graphics 1998)

Skills

·Practices: ITIL, Agile, Confluence, Azure DevOps.

·Containerization: Azure Kubernetes Service (AKS), VMwave

·ITSM Tools: ServiceNow (CSDM), Axios IFS Assyst, viaTIL (2.6, 3.1), Remedy ITSP (3.x, 4.x), BMC Remedy ITSM (4.x to 19.x)/ Helix ITSM (19.x, 20.x, 22.x), Remedy Developer Studio (up to 19.x), Innovation Studio (21.x), Smart Reporting, Remedy APIs, Remedy DSO (4.x), Remedy AR Import, Atrium CMDB (CMD)

·Scripts & API: UNIX shells (Bourne, C), PERL, CGI, JavaScript, Python, RESTful API

·Application Tools: TSO/SPF, TSO/SDSF, RJE, OCS, CICS

·Software Tools: Key Fast, Jes Master, SAS, Microsoft Office (Excel, Word, PowerPoint)

·Mainframes/Servers: Digital DEC system 20, NCR 9300, VAX 6000, IBM-RS6000, HP-9000/H60, SUN Enterprise/Ultra/SunFire/SPARC Station, Silicon Graphics, Dell Power Edge, Compaq Proliant, Intel platforms

·Operating Systems: MVS, IBM-AIX, HP-UX (B.11.00, 10.20), IRIX 5.3, SUN Solaris 2.3, RISC/os 4.52C, RedHat Enterprise Linux, VMWare ESX, Microsoft NT/95/98/2000/2003/2008

·Databases: DBMS-32/DBQ, Oracle RDBMS 5.x/7.x/9i/10g/11g, Sybase RDBMS 10.0.2, Ingress 6.4, Versan (Object), Dbase III+, Clipper 5.2, FoxPro 2.5, Access 2.0, Microsoft SQL Server 2008/2012

·Languages: Assembler, C, COBOL, Fortran77, Modula2, Pascal, Prolog, SML, SQL, SmallTalk, Microsoft Visual C/C++ (5.x), Java, RESTful API, Python

·Web Server/Servlet Engine: IIS, Apache, Tomcat, JSP/Servlet, Java/J2EE

·Web Technologies: CGI, HTML/CSS, XML

·Network Protocol: TCP/IP, DNS, SNMP, HTTP, FTP, NFS, RPC

·Email Protocols: SMTP, IMAP, POP

·CASE Tools: BPMN, UML, SylverRun, Excellerator, MS Visio

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