BMC Remedy ITSM / ITIL Management Consultant


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Experience with the following BMC Products;

Remedy ARS Certified
Remedy ITSM Suite
Atrium CMDB
Remedy SRM
Remedy SLM

ITILv3 Certified

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BMC Remedy ITSM / ITIL Management Consultant

  1. 1. Roy Donald J MacNeil Sr. ITIL / ITSM Consultant ITIL v3 & Remedy ARS v7.6 Certified (902) 880-0087Contract ExperienceNº29Sept ’12 - Present Ernst & Young (Contract) Toronto, ON Enterprise Service Management Transformation Architect • Analysis and delivery of an Enterprise Service Delivery ModelNº28July ’12 – Sept ‘12 Telus (Contract) (2 Months) Toronto, ON ITSM Transformation Architect • Worked with the Service Assurance Support Team to support the IT Service Management internal End- to-End (e2e) transformational programNº27May ‘12 – June ‘12 Alberta Health Services (Contract) (2 Months) Calgary, AB Service Desk Transformation Architect • 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 strategyNº26Nov ‘11 – April ‘12 McAfee Security (Contract) (6 Months) Dallas, TX BMC Remedy ITSM v7.6.04 Lead Technical Architect • 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 upgradesNº25June ‘11 – Oct ‘11 HP / Manitoba Public Insurance (Contract) (5 Months) Winnipeg, MB BMC Remedy ITSM Solution Architect & 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.xNº24Dec ‘10 – May ‘11 Triumvir & Cecropia Solutions (Contract) (6 months) Toronto, ON BMC Remedy 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 opportunitiesNº23Sept ‘09 – Nov 10 Process Control (Contract) (14 months) Ottawa, ON ITSM Process Architect / Project Management Page 1 of 7
  2. 2. • Created Remedy ITSM v7.5 upgrade path from v6.03 and implemented a road map for ITIL organizational & business transformation activities • Created a high level Project Plan, key milestones and created preliminary project budget • Identified project Risks both technical, resource and financial • Reviewed and recommended new financials and identified work tasks that were under resourced • Executed requirements gathering activates and produced Process Gap Assessment documentationNº22Dec ’08 – July ’09 TELUS (Contract) (8 months) Burnaby, BC Sr. CMDB & ITSM Solutions Architect • 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 analystsNº21Sep ’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 solutionNº20Jun ’08 – Sep ’08 Great-West Life (Contract) (4 months) Winnipeg, MB Sr. Remedy ITSM Solutions Architect • 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 buy-in and 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 teamNº19Oct ’07 - Apr ’08 IBM Global Services / CNA Insurance (Contract) (7 months) Chicago, IL Sr. Remedy ITSM Consultant • Made recommendations to resolve performance issue with Remedy ITSM applications • Made recommendations to align HR Service Desk with IT Service Delivery • Installed and configured all Remedy ARS & ITSM v7.1 applications including CMDB, Asset, Change, Service Desk, BMC Service Impact Manager, BMC Portal Server, Knowledge Management, Dashboards, Flashboards, newScale Requestor and Service Level Management • Installed and configured the Remedy Mail Server, Plug-in Server and the LDAP AREA integration • Performance tuning, architecture enhancements and administration of Remedy ITSM v7 • Integrated newScale Service Catalog with Remedy ITSM v7Nº18Aug ’07 – Oct ’07 Blue Cross Blue Shield (Contract) (3 months) Fargo, ND Sr. Remedy ITSM Architect Page 2 of 7
  3. 3. • Produced and presented a Project Health Check for the current ITSM v7 using the Project Management Institute, Body of Knowledge template and assessment documentNº17Feb ’07 – Aug ’07 EPCOR - Edmonton Power Corp (Contract) (7 months) Edmonton, AB Sr. Remedy Lead ITSM Consultant • Defined and managed the Project Scope, Work Breakdown Schedule, Project Proposal, Project Plan and Charter for the Remedy Upgrade Project • Lead an EPCOR team of 1 developer, 1 administrator and 3 system analyst • Defined and mapped COBIT Control Objectives to BMC Remedy ITIL Functionality for cSOX Controls • Developed discovery and assessment workshop sessions for ITSM v7 implementation • Produced Solution Assessment Documentation and Solution Design Documentation • Defined and managed gathering of the ITSM Configuration and Foundations Data for Incident, Problem, Change and Asset Management ModulesNº16Aug ’06 – Jan ’07 Shell Canada (Contract) (6 months) Calgary, AB Sr. Remedy Lead ITSM Consultant • Developed and delivered Discovery and Assessment Workshop Sessions for ITSM v7 implementation. • Documented Process and Tool Gaps in an Assessment document for Incident, Problem and Change Management processes • Assisted in mapping ITIL controls with COBIT • Designed a new Software Development Lifecycle (SDLC) Change Process integrated with the BMC Task Management System within the Remedy ITSM Change Management Process • Lead on-site consultant SME for CCSI (Remedy Partner company) to deliver complex solutionNº15Jun ’06 - Jul ’06 BMC Remedy / Dell (Contract) (2 months) Austin, TX Sr. Remedy ITSM Consultant • Defined Business Hours and Data Dictionary for BMC ITSM 6.x / 7x Service Desk • I was hired to help BMC complete outstanding tasks to clear the way for a successful implementation for DellNº14Jan ’06 – May ’06 EDS / US Treasury & Federal Reserve (Contract) (5 months) Herndon, VA Sr. Remedy SME Consultant • Supported Release of ITSM Problem / Incident, Change and SLA modules • Managed performance tuning audits and defined a scalability strategy • Managed UAT efforts for Incident and Change ManagementNº13Jul ’05 – Dec ’05 EDS / Bell South (Contract) (6 months) Oshawa, ON Sr. Remedy ITSM Consultant • Defined business processes for Bell South’s current ITSM Problem / Incident modules • Defined functional gaps between current ITSM and Remedy OOB ITSM v6 processes • Assisted EDS internal Remedy Project Team in identifying the Project Approach and Methodology for delivering the OOB Remedy ITSM Solution • Lead Remedy SME, directed a team of 4 EDS resources to deliver solution to Bell SouthNº12Feb ’05 - May ’05 Ministry of Ontario Health (Contract) (4 months) Kingston, ON Sr. Remedy Business Consultant • Gathered and documented the existing business processes for the Ontario Ministry of Health (MOH) Health Card Account Management. • Defined business requirements for the Registration and Claims Branch of the MOH Page 3 of 7
  4. 4. • Developed Business and Tool Requirements Documentation and Detailed Design Document • Sized project and determined financial and resource allocation for project operationalizationNº11Sept ’04 – Jan ’05 TATA - TCS / Cummins (Contract) (5 months) Columbus, IN Sr. Remedy ITSM Consultant • Defined ITIL business requirements for new ITSM Remedy System • Performed regular system migrations in an complex UNIX environment • Remedy system had over 150,000 users with a yearly volume of over 1 million tickets • Upgraded Remedy ARS from 4.0 to 4.5 to 5.1.2 to 6.0 and Problem, Incident and Asset modules • Assisted in Project Planning and managed project scope and key milestonesNº10May 04- Aug ’04 Bank of America (Contract) (4 months) Jacksonville, FL Remedy ARS Management Consultant • Analyzed and documented Bank of America IMAC operational service requirements • Applied ITIL framework to current ITSM requirements • Sized tasks for Project Plan and helped manage Program and Project ScopeNº9Nov 03 - Apr 04 ExxonMobil (Contract) (6 months) Houston, TX Remedy ARS Management Consultant • Responsible for re-designing existing Remedy 4.5 ITSM modules for 5.x upgrade • Performed regular system migrations between servers in an complex UNIX environment • Remedy system has over 150,000 users with a yearly volume of over 1 million tickets • Analyzed, designed and developed fix for major system performance problems saving the company hundreds of hours a year in processing time • Contingency Planning and Disaster Recovery Planning for Remedy 4.5 & 5.1 systemsNº8Sep ‘02 – Oct ’03 Semaphore Solutions (Contract) (14 months) Kanata, ON Remedy Project Manager • Responsible for leading & managing the Internal & External Remedy Support Groups (8 developers) • Project management for all Remedy development projects and implementations • Risk analysis and project impact assessments for Remedy ITSM projects • Upgraded Remedy System (100,000 records) from 4.0 to 4.5 to 5.0 and data conversionNº7Apr ‘02 – Aug ’02 Northeastern Solutions (Contract) (5 months) Ottawa, ON Sr. Remedy ARS Consultant • Responsible for supporting external instances of Remedy • Define Remedy system requirements and analyze clients’ business process • Project management for Remedy OSS Billing & ITSM project and implementation • Risk analysis and project impact assessments • Prepared all external clients RFP’s (Request for Proposals) • Lead a team of 5 remedy developers and analystsNº6Feb ‘01– Mar ’02 Alcatel CID (Contract) (14 months) Kanata, ON Sr. Remedy ARS Consultant • Defined system requirements and analyze clients’ business process • Created Project Plan and managed 5 project resources through delivery • Managed development, coding and implementation of Remedy 4.5 modules • Reduced system administration workload from 2 full time resources to 5 hours per week • Optimized workflow (50 active links and 12 filters) to improve performance • Lead a team of 3 Remedy developers to deliver solution Page 4 of 7
  5. 5. Nº5Nov ’00 – Jan ’01 Alcatel Canada (Contract) (3 months) Kanata, ON Remedy ARS Consultant • Responsible for managing relationship with client and Project Management activities • Defined all Remedy 4.5 system requirements and analyze business process • Managed development of new Remedy 4.5 workflow to replace database level SQL and triggers • Lead a team of 3 remedy developers to deliver solutionNº4July ’00- Oct ’00 Arbros Communications (Contract) (4 months) SilverSpring,ML Remedy ARS Consultant • Responsible for supporting Remedy Eftia MasterScribe • Developed ARS 4.5 migration and upgrade strategy with enhanced audit capabilities • Participated in development project to automate the data mirroring API calls • Performed Remedy end user, power user and administrator application trainingNº3April ’00 – Jun ’00 Danet Inc / Eftia Corp (Contract) (3 months) Pittsburgh, PA Remedy ARS Consultant • Developed Remedy ARS 4.x tracking system for internal Help Desk • 12 Forms, 120 AL, 50 Filters and 2,800 initial records to be populated / data conversionNº2Jan ’00 – Mar ’00 CNC Global / Norigen Communications (Contract) (3 months) Toronto, ON Remedy ARS Consultant • Performed security audits, performance tuning and code architecture redesign • Responsible for administrating and maintaining Remedy Eftia MasterScribe 3.x OSS • Performed an ARS code audit resulting in more than 1,200 pieces of “dead” workflowNº1Sep ’99 – Jan ’00 Sirius / CTC Communications (Contract) (4 months) Waltham, MA Remedy ARS Management Consultant • Managed an operational support group of 5 employees for Remedy ARS Global Server Support and Administration • Developed, implemented and supported custom Help Desk and CRM with ARS 4.0Employee ExperienceNº0Feb ‘96 – Sep ’99 Newbridge Networks (Employee) (43 moths) Kanata, ONRemedy 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 ManagementSkills Experience • Able to operate in a busy environment and manage multiple initiatives • Ability to understand complex business issues quickly and completely Page 5 of 7
  6. 6. • Project management skills experienced in working with internal resources, external consulting & technology service providers • Complex problem solving and decision-making skills • Time management and priority setting skills • Knowledge of multiple business methodologies • Solid technical knowledge and skills • Process improvement and GAP assessment skills • Proven experience in system design, documentation and lifecycle management • Change Management skills • Management of Remedy environments (ITSM Administration) • Communication - strong verbal and written communication skills at all levels of the organization and with external vendors/partners • Excellent Vendor negotiation skills • ITIL Service Management (training, v3 certification, & expert practiced knowledge) • Presentation skills to all levels within the organization including C-level executivesEducation / Courses 2011 BMC Corporation Houston, TX, US Remedy ITSM Incident Management User Remedy ITSM Problem Management User Remedy ITSM Change Management User Remedy ITSM Asset Management User 2011 BMC Corporation Houston, TX, US Remedy SRM 7.6 Administrating 2011 BMC Corporation Houston, TX, US Remedy Work Orders (SRM) 7.6 Using 2011 BMC Corporation Houston, TX, US Remedy ITSM Administrating – Part 1 2011 BMC Corporation Houston, TX, US Remedy AR System 7.5: Foundation – Part 2 Certification 2011 BMC Corporation Houston, TX, US Remedy AR System 7.5: Foundation – Part 1 2010 Pink Elephant Toronto, ON, CAN ITIL v3 Foundations Certification 2009 TELUS Corporation Burnaby, BC, CAN eTOM (enhanced Telecom Operations Map) Methodology 2007 Rapid Technologies Edmonton, AB, CAN ITSM v7.x Application Administration 2007 BMC Remedy Corp Pleasanton, CA, US CMDB 2.x Implementation Best Practices Page 6 of 7
  7. 7. 2006 BMC Remedy Corp Pleasanton, CA, US ITSM 7.x Implementation Best Practices2006 EDS TWAI Washington, DC, US ITIL (IT Information Library) v2 Foundations Course2005 EDS Oshawa, ON, CAN ITSM (IT Service Management) 6.x2004 Pink Elephant Toronto, ON, CAN ITIL v2 Workshop ITIL v2 Process Implementation Strategy2001 IT Masters Orlando, FL, US Master AR Suite2000 Remedy Corporation Mountainview, CA, US Remedy ARS Advance Topics 4.x Remedy ARS Performance Tuning 4.x1999 Learnix Education Ottawa, ON, CAN Oracle SQL & PL/SQL1998 Learnix Education Ottawa, ON, CAN UNIX System Administration I & II1998 Ajja Ottawa, ON, CAN Business Objects Administrator1997 Remedy Corporation Pleasanton, CA, US Remedy ARS Advanced Topics 3.x1996 OPCOM Solutions Inc. Nepean, ON, CAN Remedy ARS Administrator & User 2.x1993 – 1995 ACI – Atlantic Computer Institute Halifax, NS, CAN Applied Computer Technology Courses1991 – 1993 Technical University of Nova Scotia (TUNS) Halifax, NS, CAN Computer Science – C+, Assembler, Pascal Page 7 of 7