Latest resume.

1. R O B E R T J.R. G R A H A M
60 Southport Street
Appt. 604, Toronto, Ontario
M6S 3N4
Dear Sir or Madam,
Having acquired extensive experience in the IT industry over the past 15 years, I’m currently looking to join a
progressive company, in a Business Analysis / Process Consulting position with opportunities to advance to a
project management or departmental business management role. With my technical and professional
experience, innovative approach and cohesive team-building attitude, I can stimulate and motivate my peers
and become a valuable team asset.
An effective Business Analyst / Process Consultant requires someone with excellent communication skills;
team/client inter-personal skills, with a superior ability to problem solve, and reduce business waste. In an
senior consulting or leadership role, I’ll bring extensive experience and technical skills to resolve a myriad of
business challenges. My main methodology employs understanding and mapping out problems, and through
a structured yet creative approach derive the root cause, and determine improvement opportunities.
I am a graduate of Seneca College Faculty of Applied Arts and Technology, having achieved President’s High
Honours recognition with a 4.0 GPA. Since graduation, I’ve obtained ITIL Foundations and Practitioner
certifications, and continue to advance my working knowledge of other industry focal points such as
VMware/Solaris Virtualization (optimization/consolidation technology), Lean/Six Sigma, COBIT, and other
BA related curriculum enabling me to adapt them for clients in a variety of ways.
Utilizing my extensive experience with Virtualization technologies, and business processes modeling I am able
to maximize your existing infrastructure, making you as efficient and effective as possible. I am a self-
motivated, determined, and highly focused individual who will bring value to any organization. I look
forward to meeting with you to discuss how I can bring my expertise to your business.
Sincerely,
Robert J.R. Graham

2. R O B E R T J.R. G R A H A M
60 SOUTHPORT STREET APT. 604• TORONTO, ONTARIO M6S 3N4
PHONE (647) 219 - 2726 • E-MAIL ROBERTJR.GRAHAM@GMAIL.COM
OBJECTIVE
To work with a progressive and innovative company, expanding my work experience and
knowledge within the Business Analysis / Process Improvement services field.
SUMMARY OF SOFT QUALIFICATIONS
 Self motivated and confident with excellent communication skills
 Excellent documentation and written communication skills
 Excellent technical background with exposure to all areas of Information Technology
 Exceptional problem solving and critical thinking capabilities
 Ability to learn concepts and skills very quickly, requiring minimal supervision
 A team player, that can work very well with others or independently, and under pressure
 Well developed presentation and verbal skills
 Meticulous organizational and cataloguing skills
 Highly developed lecturing. mentoring and teaching abilities
MAJOR PROJECT ACCOMPLISHMENTS
CIBC Infrastructure Technical Services – Virtualization Senior Manager
 As Senior Manager of Virtualization Technical Services, I lead an operational team of
technical analysts to support the Virtualization Service at CIBC
 Managed Enterprise risk as Internal Audit SPOC for Infrastructure Operations
 Delivered 7 processes to manage the entire Virtualization service for VMware vSphere
x86 infrastructure
 Delivered 8 processes to manage the Solaris Unix Virtualization service
 Streamlined reporting and created an Ops dashboard to ensure consistent delivery of
Virtualization services at CIBC
CIBC Capacity & Resource Management Business Analyst
 Delivered the Resource Management Framework for CIBC, and all associated processes
and artifacts, enabling the measurement, management, and recovery of resources
 Delivered an Executive and Operational metrics dashboard, empowering management
to make tactical and strategic decisions concerning their business, on a monthly basis
CIBC Virtualization Business Process Engineer
 Constructed a high priority development service desk, supporting Virtualization clients
within CIBC Technology
 Delivered all associated processes to support the Virtualization infrastructure
CIBC Process Improvement Analyst
 Piloted & Implemented ITIL Change Management, & Release Management Processes
for the Technology Infrastructure organization within CIBC
 Improved the Change Management process within CIBC using Lean/Six Sigma DMAIC
methodologies (Define, Measure, Analyze, Improve, Control).
 Conducted several workshops with Executives, documenting problems, root causes, and
helped drive the solutions to over 300 complex business challenges
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3. MAJOR PROJECT ACCOMPLISHMENTS (Continued)
 Delivered technology support processes in line with ITIL Best Practice for Incident,
Change and Release management, for the following projects:
 Treasury and Risk Management – Murex Trading Application for London,
Toronto, and Asia.
 CIBC Mortgages’ Lender base Mortgage Broker application
 High profile applications such as the Customer Support Databases and the
Purple tracking system.
 CIBC Remote access VPN project for offshore development
 The Technology Infrastructure Internal & External Audit process
 The Autosys / Tidal Job Schedule Conversion project
 The Tumble weed / Secure FTPS feedhub initiative
CIBC Technology Optimization II Program – Business Analyst
 Migrated & designed the incident, request, and change processes for various applications
for CIBC Mortgages, into the centralized CIBC support structure called Global Core
Operations.
 Designed customized Architectural diagrams for all major applications and systems for
the CIBC Mortgages line of business.
 Delivered Operational Due Diligence Matricies which described the interfaces, and
components of each server, the applications they host, and how they interface with each
other, at each level of the OSI model.
CIBC Desktop Replacement Project – Team Lead
 Managed a team which replaced over 600 desktop PC’s across Canada, and migrated
several PC’s from Windows 9x to Windows 2000.
 Developed processes, training, and documentation regarding the newly deployed
technologies.
EXPERIENCE
July ‘10 -Present CIBC Technology & Operations Toronto, ON
Snr. Manager of x86 Virtualization – Infrastructure Technical Services
 As Service and Operations Manager, I ensured the overall service and associated ITIL
processes were defined, and delivered in a consistent fashion across all GTA datacenters
 Managed Enterprise Technology Risks as Internal Audit SPOC for Infrastructure
Operations
 Managed a team of infrastructure technical analysts in support of the Virtualization
environment at CIBC
 Managed relationships at various levels, from Platform Owners, to Directors of
Engineering, and Operations Managers to ensure communication and teamwork
 Streamlined existing processes, and created new processes to optimize service delivery
 Analyzed and streamlined reporting for the Virtualization service to ensure consistent
messages are delivered to stakeholders at various levels of the organization
 Developed a Service Catalogue for Dev/Test/UAT/Prod/DR Virtualization to ensure
key services are defined, with associated SLA’s, OLA’s, and Service Level Targets
 Ensured Capacity Management, and associated Optimization processes were defined,
and delivered to ensure optimal capacity in anticipation of business demand
 Managed the operational implementation of Thin Provisioning, Storage Virtualization,
and various infrastructure upgrades for the Virtualization environment
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4. March 09-July ‘10 CIBC Technology Toronto, ON
Snr. Resource Management Analyst – Capacity & Resource Management
 Created Executive and Operational level metrics dashboards for business management
 Developed the capability to measure, manage, and recover resources for CIBC
Technology
 Developed the capability to assess project demand, compare against available staff and
ascertain overall resource effectiveness
 Realigned and standardized CIBC’s Time Reporting system to ITIL industry standard
categories, producing a feed comparing our estimates against actuals
 Developed the Resource Management framework, and associated processes and artifacts
 Developed the Resource Forecasting process within Infrastructure Operations
 Helped developed the Resource Management forecasting toolset supporting the process
 Improved CIBC Project execution efficiency by enabling resource scheduling
 Helped develop the Capacity Management framework utilized by Infrastructure
Operations, and associated processes and artifacts
May 08-March 09 CIBC Technology Toronto, ON
Technical Process Analyst – Development & Testing Services
VMware Virtualization Project
 Recipient of an Impact Award, for exceptional customer service and Incident Mgnt.
 Designed the Incident, Change, Release, and Configuration Management processes, and
integrated them with the Enterprise process
 Created a Sharepoint Web portal, mailbox, and template toolset which enabled a
Customer Service technology / model for the team
 Set up the Development and Testing Services department, and enabled them in support
of the VMware infrastructure, during server consolidation (p2v)
 Captured Voice of the Customer data to create a service catalogue, and critical to quality
matrix, which helped define the services for Development and Testing Services
 Supported and maintained CIBC’s VMware infrastructure, and built Virtual Machines
Jan 06-May 08 CIBC Technology Toronto, ON
Senior Process Consultant – Process Improvement
OTIS Remediation / Stabilization Program – Process Improvement
 Designed the Infrastructure Release Management Process for CIBC with the aid of
Deloitte consultants
 Improved CIBC Technologies Change Management Process using DMAIC (Define,
Measure, Analyze, Improve, Control) and six sigma tools.
 Redesigned Change and Release management processes.
 Interviewed over 50 people across CIBC Technology Services, and Infrastructure, to
understand current issues with the Change process.
 Created “Process Problems” document, which described the observations, opinions,
problems, root causes, and improvement ideas regarding the Change Management
process. This document was then used to further improve the Incident management
process.
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5. Oct 04 -Dec 05 CIBC Mortgages Inc. Toronto, ON
Process Analyst – Optimization II Program
 Designed several business processes as required by the OPT program, and documented
them via standard swim lane diagrams
 Designed incident and request processes for several applications whose support has
migrated from CIBC Mortgages IT, to CIBC End User Services.
 Created a Service Request Matrix tool, which described how all applications functioned,
and what service requests and incidents may be expected from a user perspective. This
matrix was used to create all “Knowledge Items” for the Knowledge management
system (Get Answers / Service Centre) for CIBC Mortgages during its centralization of
support and technologies during the Optimization II program.
 Facilitated, gathered and investigated requirements for Incident and Request processes
for CIBC Mortgages, and managed the creation of an IMAC (Install, Move, Add or
Change) web site to capture requests from end users. This involved proper build, test,
and implementation cycles.
June 04-Oct 04 CIBC Mortgages Inc. Toronto, ON
Business Analyst/Technical Writer – Optimization II Program
 Created Architectural Network and System diagrams, which mapped out how all major
applications within CIBC Mortgages functioned and flowed, based on ITIL international
standards.
 Managed and coordinated several issues and expectations between the sending and
receiving organizations with respect to data security, system flows, business practices,
and user experience requirements in order to maintain the “same or better” mandate.
 Created a “Service Catalogue” for the CIBC Mortgages line of business which captures
all Request requirements from an application and user perspective. This was used to
create a functional database for the Service Centre Incident and Request management
application implemented by the receiving support organization within CIBC.
 Created Operational Due Diligence matrixes, which described how all backend servers
function, how they were monitored, supported, and what applications they provided.
April 04-June 04 Teleglobal Communications Toronto, ON
Systems Administrator
 Independently designed and configured a completely redundant Enterprise Class Redhat
Linux Enterprise Web Server with Coldfusion, which load balanced across two HP
Proliant DL380 Servers.
 Compiled from source code, a working Coldfushion and Secure SSL / LAMP (Linux +
Apache + Mysql + Php) configuration for www.Strongeronline.com, a site which on
average gets over 20,000 hits per day.
Created a 100 page manual describing the configuration details and setup procedures
regarding “Strongeronline’s” (client; “Strongeronline.com”) Linux System
 Configured custom backup scripts and HP software to work with an HP DAT72H hot
swappable Tape Backup unit under Red Hat Linux
 Configured a statistics and analysis software to report usage information for
StrongerOnline.com’s Web presence
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6. June 03-June 04 CIBC Mortgages Inc. Toronto, ON
Technical Analyst
Home Loans Canada – Laptop Deployment Project
 Awarded one of CIBC’s Highest Quarterly Achievers Awards for my continued effort
on the Home Loans Canada Project
 Received excellent feedback from Home Loans Canada as a result of my continued
support and customer service
 Worked on a Team of 5 people to deploy over 600 Toshiba Laptops to Mortgage
Specialists across Canada
 Created a specialized software image for the laptops, which helped in configuration
through Symantec Ghost
 Created and edited numerous project documents, and user guides for deployment to
Mortgage Specialists across Canada
 Supported over 600 HLC users, and over 1000 CIBC Mortgages employees over the
phone, during the Implementation, Production, and Warranty phases of the project
May-Aug ’02 CIBC Mortgages Inc. Toronto, ON
Network Analyst
Desktop Retirement, GEM & OSAR Projects
 Assumed the lead on The Desktop Retirement Project, and a team of 4 people. The
project’s mandate was to replace the remaining NT 4.0 workstations, and any other
machines under 800Mhz with new CMI standard desktops
 Created and initiated the use of IT waiver forms and IT check lists, which improved the
confidence and execution of Desktop Support team members when dealing with critical
client data and computer deployment
 Appointed responsibility over key business initiatives for the GEM project by providing
support to newly converted GEM users, and managed many issues that directly affected
the bottome line of our department
 Provided cross training and documentation regarding any new processes or technologies
I’ve identified, which are used regularly during upgrades and imaging procedures by the
Desktop support department
Jan–Sept. ’01 CIBC Mortgages Inc. Toronto, ON
Systems Management Technician
VPN Remote Access Project
 Investigated, and found solutions to support the VPN software on various operating
systems, and Internet access methodologies, such as PPPoE/DSL, Cable, and dial-up
 Migrated 100% of users off the old dial-up remote access system, and converted them
over to the new VPN system
 Created the VPN documentation and client user guides, for the installation of the VPN
software, the configuration of related tools, and general usage, for all supported
operating system platforms
 Conducted large seminars, training CIBC employees on the technologies and access
methodologies of the VPN system, in addition to the one-on-one tutorials I gave on a
Robert J.R. Graham 5

7. daily basis. During these tutorials, I made sure each user could demonstrate, and
understand how to use the VPN system
Desktop Replacement Project
 Achieved an overall “Exceeded Expectations” (highest) rating on the standard CIBC
performance evaluations, from both managers, during both contract positions
 Received the CIBC Mortgages Inc. Achievers/Excellence Award
 Managed the Desktop Replacement Project, whose goal was the deployment of over
600 PC’s across Canada, and across multiple business units
 Upgraded over 200 PC’s from Windows 95 to Windows 2000
1999-2002 Kassar Computers Toronto, ON
Part-time Sales Person and Hardware/Software Technician
 Handled the assembly and configuration of 90% of computers sold
 Provided at home computer upgrades
 Responsible for the sales of multiple computers
 Provided on-site customer support and service
1998–1999 Wexford Collegiate Institute Toronto, ON
LAN Administrator
 Setup Several LAN’s throughout the school
 Configured six computer labs with new hardware, built and tested them.
 Setup new users in a Novell environment, shared printers and Redhat Linux servers
 Conducted seminars and classes to teach Office 97, and Windows 98 to school staff
 Setup NT based Intranet system, and designed a web page for the Business Department
June–Aug. ’98 CIBC World Markets Toronto, ON
Second Level Trade Floor Support Technician
 Provided excellent customer service, even under extreme circumstances
 Attended to calls from Money Market Traders and other clients
 Setup over 400 machines for the Y2K conversion
 Provided support to Equity and Money Market Traders
1997–1998 Deevan Computers Toronto, ON
Y2K Technician
 Provided Y2K compliance checking throughout the Bank Of Montreal
 Occasionally assigned to fix computer problems
 Was upgraded to Special Networking Team, where I was responsible for installing and
configuring network workstations for the Bank Of Montreal
Robert J.R. Graham 6

8. EDUCATION
Professional Development, Training, & Certifications
 VMWare Advanced Troubleshooting
 VMWare Install & Configure Certification
 ITILv3 Foundations
 ITILv2 Change, Release & Configuration Management Practitioner Certification
 ITILv2 Service Desk, Incident, and Problem Management Practitioner Certification
 ITILv2 Foundations Certification
 Lean Six Sigma – Greenbelt / Certified Process Engineering Specialist Training
 COBIT Overview
 Skillsoft Training / Various
 NLP – The studies of practical psychology
 Spiral Dynamics Integral Model – Organizational models
 Myers Briggs, Situational Self Leadership
 People Change Management
 Personality Dimensions I – TrueColors
Ryerson University
 Spanish I – Introduction – Ryerson University
 Perspectives In Psychology – Ryerson University
Seneca College Of Applied Arts Technology
 Earned a 4 year diploma for Computer Systems Technology with High Honours
 Achieved a top GPA of 4.0 in all semesters
 Received the Presidents Honours Award for Academic Achievement
HOBBIES AND INTEREST
 Writing creatively and professionally (Author of the Seventh Journey series)
 Instructor and practitioner of martial arts
 Self development
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