This document provides a summary of skills and experience for Jignes Derasari. It outlines over 10 years of experience in IT service management, including expertise in ITIL processes like incident, problem, change and release management. Key responsibilities included managing ITSM tools, implementing ITSM processes, and leading improvements to service delivery through the application of ITIL best practices. Technical qualifications and experience are also listed, along with details of professional roles held at Transport for NSW and previous employers.

1. JIGNES DERASARI
2/109 MAGOWAR RD
GIRRAWEEN, NSW, 2145,AUSTRALIA
0412 295984
JIGNES.DERASARI@TRANSPORT.NSW.GOV.AU
JIGNES_D@YAHOO.COM
SUMMARY OF SKILLS AND EXPERIENCE
 Professional Skills and Experience:
 Highly proficient in ITSM Framework, especially Incident, Problem, Change and Release
Management and vast experience in Asset Management and CMDB projects.
 Detailed understanding ofITIL principles, and the practical application of these standards
 Highly experienced in running weekly CAB and RAB meetings, managing Problem
Management workshops and conducting PIR sessions forhigh impact IT incidents.
 Highly experienced in running Change and Release Management workshops and
providing ITIL Process training
 Intimate knowledge of leading ITSM practices, procedures and quality standards
 Highly proficient in design, development, implementation, and management of ITSM
systems
 Highly experienced in ITSD functions and ample experience with ITSD improvement
initiatives.
 Highly experienced in Vendor Management and Third Party Service Providers
 Highly experienced in working with Data Centre Service Providers such as IBM
 Adept at conducting research into service issues,best practice models, and methodologies
 Highly skilled at interpreting business requirements and developing innovative solutions.
 Highly developed written and verbal communication skills and highly efficient in Policy
and Process document writing and Knowledge Base building.
 Expert analytical and problem solving skills
 Proven results & quality orientation
 Thorough understanding ofenterprise IT environments, operations and services.
 Deep knowledge of, and experience with, industry standard applications and operating
systems
 Solid working knowledge of current and emerging technologies,across a wide variety of
disciplines
 Proven ability to effectively prioritize and execute tasks in a high-pressure environment
 Able to liaise with internal and external parties at all organisational levels
 Persuasive, encouraging,and diplomatic, with strong conflict resolution skills
 Highly developed collaboration skills
 Exceptional customer focus and service ethics
 Technical Qualifications and Experience:
• 10+ years’ experience in an enterprise IT Service Delivery, ITIL / ITSM process
development, implementation and senior management reporting
• 10+ years’ experience in Incident, Problem and Change Management and IT Service Desk
functions

2. • 10+ years’ experience in a SME/BA/Development/Administration role
• 7 + years’ experience in ITIL process implementation and execution
• 5+ years’experience in managing third party service providers, IT Partners and Major
Vendors including Data Centre Service Providers
• Hands on Project Management experience involving:
 Enterprise ITSM tool (VMWare Service Manager) implementation and upgrades
 Enterprise Identity Management tool (Oracle Identity Manager) implementation
 Delivery of Integrated Service Desk and Data Centre and Network Services
Migrations
• Hands on experience in an environment encompassing:
 5000+ seats
 1000+ servers
 5+ sites
 Banking and Financial Services
 Insurance and Superannuation Services
 Government Services involving multiple agencies
 IT Solutions Delivery
• Expertise in the following specific ITSM tools:
 EMC Infra Enterprise Service Management v8 (as a developer, administrator and
user)
 VMWare Service Manager v9 (as a developer, administrator and user)
 Service Now (as a developer, administrator and user)
 IBM Service Manager (ISM) (as a user)
 Remedy (as a user)
 Unified Service Desk (as a user)
 JIRA (as a user)
• Expertise in Microsoft server platforms, including:
 Internet Information Services
 Windows Server 2005/2008
 SQL Server 2005/2008
 Active Directory
 SCCM
 SQL Reporting Services
• Oracle Identity Management Suite, including:
 Oracle Identity Manager
 Oracle Role Manager
• Development and scripting languages,including:
 JavaScript
 HTML/XML
 CSS
• Infra Certified Developer v8

3. • VMWare Certified Developer v9
• ITIL Foundation Certification
• ITIL Service Capability - Operational Support & Analysis (OSA)
• ServiceNow System Administrator
PROFESSIONAL EXPERIENCE
TRANSPORT FOR NSW, SYDNEY, NSW, AUSTRALIA
Senior Release and Deployment Specialist,July 2016 – Present
As a part of Transport for NSW Next Generation Infrastructure Services programme, I was hired to
assist with major Service Transition initiatives delivering a single IT Service Desk, unified Data Centre
Services and singe Network Service Provider for all TfNSW agencies.
Key Achievements:
 Streamlined the Release and Deployment activities for major projects by clearly
defining the standards for Release and Transition documentation including Service
Management Packages and Operational Support Manual for deployed Services.
 Provided SPOC for Release, Change and Project teams enabling various technical
teams to work collaboratively which resulted into highly efficient Service Transition
for major projects
 Developed Standards,Policies and Procedures for the Release Management Process
that involved TfNSW Next Generation Infrastructure Services (NGIS) deliverables
and assisted with Policies and Procedures for Release Management processes.
 Actively worked with Change Management stakeholders to integrate the processes
within IT service management framework ensuring all Releases have reviewed and
approved Change records
 Established highly efficient relationships between third party service providers and
various TfNSW agencies, resulting into harmonious coordination between all
stakeholders delivering efficient Service Transition.
 Part of the team that delivered successfully the first phase of the ITSD migration – the
next phase is in planning stage at the moment.
Responsibilities:
 Release and Deployment Management:
 Assist with Release and Deployments for major Project deliverables to ensure all
transitions are deployed in efficient and controlled manner and take ownership of all
aspects ofend-to-end Release activities for assigned projects.
 Ensure all Service Management Packages (SMPs) and Service Release Packages
(SRPs) are documented, reviewed and approved as per TfNSW standards
 Engage all stakeholders,Principle Business Owners, IT Service Owners and IT
Service Delivery Owners through Enterprise Release Advisory Board (EnRAB) and
Technical Review Board (TRB) to ensure all releases are delivered efficiently and
meet the TfNSW standards
 Provide a single point of contact between Project, Release and Change Management
teams for major projects.
 Work with PMO and IT Change Management teams to evaluate risk and benefits in
order to deliver highly efficient integrated IT production environment.
 Ensure all RFCs are created, reviewed and linked to SRPs and are represented into
EnCAB and ECRG for final approvals in timely manner.

4.  Review all project related RFCs to ensure they are evaluated, approved by and
coordinated with relevant TfNSW agencies.
 Engage with TfNSW agencies and Third Party service provider technical teams to
manage end-to-end Release activities for patching and other major releases.
 IT Service Management:
 Provide inputs to the long term strategic guidelines in IT Service Management
(ITSM) processes forthe Common Delivery Model adopted by TfNSW.
 Assist BAU teams to establish integrated governance model for ITSM Processes
 Strategic improvements of IT Service Delivery operations by applying ITIL
framework to all processes for integrated governance and common delivery model.
 Review and identify areas for Process improvement with end goal of enhanced IT
Service Delivery.
 Vendor and Agency Engagement:
 Enhance relationships between vendors,partners and transport agencies.
 Work closely with unified Service Desk provider (NEC), Data Service Provider
(IBM) and Network Services Provider (UXC) to ensure efficient Service Migration
and Delivery
 Act as key business liaison for Vendors, Service Providers and TfNSW agencies
 Collaborate with Vendors and Agency Release Management teams to ensure all
Release Deployments are evaluated, approved,tested,coordinated and communicated
efficiently.
 Management Reporting:
 Generate executive reports to measure success of Service Integration and Transition
VEDA ADVANTEGE, SYDNEY, NSW, AUSTRALIA
Manager – Change and Problem, June 2014 – June 2016
As an owner of the Change and Problem Management, I have designed,implemented and enhanced
these processes along with managing the accuracy and integrity of the CMDB and managing the
applications and IT infrastructure releases.
Key Achievements:
 Implemented the Change and Release Management processes using ServiceNow
ITSM tool. Improved the quality of CAB by clearly assigned Service ownerships and
representation from all IT areas. Improved weekly CAB meetings by clearly defining
the categorisation of the Changes in scope for CAB review.
 Managed reviews of submitted Requests for Change (RFCs) and chaired weekly CAB
meetings. Published Forward Schedules of Changes and clearly identified and
distributed the yearly Change, Release and Freeze windows to all relevant
stakeholders.Developed KPIs for Change, Problem and Configuration Management
to support continuous improvement.
 Developed Policies and Procedures for the Change, Problem and Configuration
Management Processes and assisted with Policies and Procedures for Release and
Asset Management processes.
 Designed and implemented the Configuration Management process and implemented
enhancements for the CMDB using ServiceNow tool.

5.  Coordinated regular Process Audits with IT Audit, Governance and Service
Assurance teams to assess the accuracy,integrity and effectiveness of Change,
Release and Configuration Controls
 Designed and implemented Problem Management processes.This involved
requirements gathering, analysis, designing,development, testing,implementation
and operations with a clear identification of Critical Success Factors, Key
Performance Indicators and Activity Metrics. Some of the outcomes were enhanced
users productivity by producing higher percentage of FCR, decreased service down
time and improved technical support turnaround time and decrease in repeated
incidents.
 Reviewed ITSD functions and Incident Management Process
 Implemented enhancements to Incident Management and established a Critical-
Situation Management process to provide SPOC and communication channels for
major incidents.
 Reviewed Incident and Problem Management KPIs for continuous process
improvement support.
 Established proactive Problem Management and trend analysis to detect and prevent
future problems / incidents through event management, vendoralerts, CMDB and
Change Management records analysis
 Established a process for periodic ticket purging/cleansing activities enabling mass
incident closure triggered by problem resolution events. This resulted into better
management reporting reflecting the accurate status ofITSD and other Resolver
Groups efficiency.
 As a part of Problem Management, managed the Known Error Database (KEDB)
focusing on procedures for maintenance and regular updates allowing a quicker
diagnosis and resolution
 Established regular RCA meetings, representation in CAB meetings and managed
escalations in order to facilitate post major incidents/problemanalysis, corrective
actions,prioritization and reviews
 Defined communication channels for Change, Release, Major Incident and Problem
Management with business and IT stakeholders,suppliers and third party service
providers.
Responsibilities:
 Change and Problem Management:
 Review the current Change and Release Management Policy and Process and
implement the enhancements in line with ITIL standards. Lead the Change, Release,
Incident and Problem Management enhancement initiatives and drive the
organisational IT Service Management strategy.
 Lead the strategy to stream line IT processes to align business change proposals with
IT Change Management in order to meet corporate governance and legal compliance
requirements and to ensure overall IT production environment stability.
 Work with PMO to align Agile methodologies with IT Change Management
standards to evaluate risk and benefits in order to deliver highly agile, yet stable IT
production environment.
 Enhance Veda’s Service Delivery capabilities by reducing the risk and impact of IT
changes to Veda’s internal and external customers
 Review and manage the Change, Release and Maintenance Windows and work with
Veda Business Units and Third Party Service Providers to ensure all changes and
planned maintenance to Veda Production environment are communicated with all
stakeholders in timely manner and are managed efficiently.
 Reduce the risk to Veda IT environment by ensuring that all changes – planned or
emergencies – are reviewed, evaluated, approved and communicated as required.
 Chair the weekly CAB meetings and own the ECAB process.Provide round the clock
support by reviewing, approving and communicating any emergency changes.
 Introduce organisational policy and process for Problem Management.

6.  Analyse statistical data to identify recurring issues and root causes and take
appropriate measures to ensure that Problem is resolved or the acceptable
workaround is established.
 Own and manage Post Incident Review Process. Ensure all PIRs are conducted,
documented and communicated in timely manner with all internal and external
stakeholders to ensure high Service Delivery standards.
 Own and manage Problem Management workshops and Critical Situation
Management Process for high severity IT incidents.
 Process Improvement and Service Delivery Management:
 Provide leadership in ITIL Framework and IT Process Management areas. Manage
and enhance organisation's overall ITSM capabilities and drive the strategic planning
and road map for organisation's ITIL compatibilities.
 Provide a long term strategic guidelines in IT Service Management (ITSM) processes
such as Incident Management, Problem Management, Change Management, Release
Management, Asset Management, Knowledge Management and Availability
Management.
 Documentation and communication of ITIL processes at all level, including senior
management, 3rd Party Service Providers and high value Corporate Clients.
 Management of stakeholders at all level by establishing clear ownership of enterprise
ITIL processes.
 Strategic improvements of IT Service Delivery operations by applying ITIL
framework to all processes.
 Develop, own and publish yearly Release and Maintenance windows and Change
Windows for all core Services for vendors/partners and clients
 Own, manage and assist with external Audits for IT Service Delivery area, including
Change Management, Asset Management, Access Management and Software
Licencing.
 Continuous Service Improvement:
 Maintain close working relationships with all business areas through ongoing
personal contact and demonstrate a passionate customerservice ethics.
 Investigate and evaluate business requirements in order to design and develop
appropriate solutions.
 Review IT Service Delivery operations to identify opportunities for process
improvement.
 Develop procedural / process documentation standards.Develop Service Catalogues
and approval workflows to enhance end-userexperience re service provisioning.
 Review and identify areas to increase First Call Resolution rate within ITSD. Provide
support in creating efficient Knowledge Base to achieve higher Service Delivery
standards.
 Deliver the long term strategic plan for process efficiency in all ITIL practices and
conduct post-implementation assessments to measure the success ofITSM process
and systemdevelopment.
 Vendor Engagement and Customer Relationship:
 Create, develop and enhance relationships with vendors, partners and corporate
clients.
 In collaboration with Service Providers, develop, manage and enforce Service
Delivery and Escalation Processes for 3rd Party IT services.
 Develop and manage Service Level Agreements for all corporate clients and maintain
ITSD support structure
 Ensure all processes relating to 3rd Party IT services and corporate clients are
appropriately documented and communicated to all relevant internal staff.
 Act as key business liaison for Vendors and Service Providers.

7.  Provide a single point of contact for high value corporate clients and provide round-
the-clock support to all emergency and high severity incidents
 Review and manage Service Level Agreements for 3rd part service providers and
corporate clients to ensure efficient Service Delivery to end users.
 Collaborate with Release Management to ensure all Release Deployments are
approved,tested,coordinated and communicated efficiently.
 Management Reporting:
 Develop and enhance Service Performance measurement reporting
 Generate executive reports to measure success ofChange and Problem Management
Processes
 Provide input in ITSD performance measurement reporting and enhance SLA
reporting for senior management view.
TAL LIFE, SYDNEY, NSW, AUSTRALIA
IT Service Management Specialist,July 2010 – June 2014
As an IT Service Management Specialist, I was responsible for enhancing TAL’s organisational ITIL
capabilities by designing and implementing key IT Service Management Processes.I was also
responsible for managing TAL’s organisational ITSM Toolset and coordinating internal and external IT
Audits for all ITSM processes and toolsets.
Key Achievements:
 Implemented and upgraded TAL’s organisational ITSM tool (VMWare Service Manager),
delivering single repository for all ITSM Process and single point of contact for all IT related
issues in the form of standard Customer Portal for all Business stakeholders
 Designed the policy and procedures for Change Management Process and implemented
workflows for different type of IT Changes in ITSM tool. This delivered a highly efficient and
automated Change Management Process utilising the clearly identified Service ownerships
within CMDB in the tool
 Designed and implemented the policy, process and workflows for ‘Pre-Approved’ changes,
resulting into highly agile yet controlled IT Production environment
 Established highly functional CAB by clearly defined representation from all IT areas, and
chaired weekly CAB meetings. This resulted into highly efficient change review process
delivering very low number of failed changes.
 Closed all IT Change related pending audit issues within the first year of deploying the
enhanced Change Management Process at TAL. This included the pending audit issues raised
by regulatory government bodies.
 Enhanced the Release Management by extending the ITIL best practices to manage all major
Service deployments.
 Designed and implemented the Problem Management Policy and Process and configured the
ITSM Tool to deliver efficient Problem Management via clearly assigned and monitored
Tasks. Also set up the process for proactive Problem Management and configured the ITSM
tool for trend analysis of the repeated IT incidents and established clear prioritisation
guidelines for high impact IT Problems.
 Enhanced the Incident Management process by applying ITIL best practices. This included
configuring ITSM tool to measure strategic KPIs via well-defined SLAs and OLAs and use of
Knowledge Base, delivering significant improvements in FCRs and overall customer
satisfaction.
 Defined SLAs with a primary focus on services,priorities and responsibilities, also established
performance metrics and required measurements for major business critical services.

8.  Enhanced ITSD efficiency by fine tuning the toolset to cater for various business needs.This
included the dedicated Incident and Service Request templates, automated workflows and
Knowledge availability to both,ITSD and end users.
 Delivered the streamlined ITSD and enhanced end-userexperience by merging geographically
separated Service Desks. This involved requirement gathering, business analysis and
configuring the ITSM tool to support segregated Knowledge Base and Workload visibility.
 Also delivered the separate HR Service Desk utilising the same ITSM tool. This allowed for
the low cost solution and provided all TAL staff with single point of contact for HR related
issues.The solution also achieved the primary requirements of data confidentiality by applying
the partitioning within ITSM tool.
 Expanded the IT Process Management team and mentored junior team members to take up the
dedicated Process Owner roles. Also conducted regular workshops providing ITI L best
practices guidance involving all ITSM processes.
Responsibilities:
 Process Management:
 Design and implementation of IT Service Management (ITSM) processes.
 Play key part in requirement analysis, functional specification and workflow design
and process automation.
 Provide SME support to all ITIL practices and drive the ITIL Framework
improvements.
 Documentation and communication of ITIL processes at all level, including senior
management level
 Management of stakeholders at all level by establishing clear ownership of enterprise
ITIL process
 Own and manage weekly CAB meetings and IT Change Management Process.
 Run the Problem Management workshops and coordinate PIR sessions forhigh
severity IT incidents.
 Business Analysis:
 Develop functional specifications that document desired outcomes for system
enhancement/development.
 Analyse procedures to create process maps, design workflow and identify areas of
potential automation.
 Conduct post-implementation assessments to measure the success ofITSM process
and systemdevelopment.
 Develop userguides and provide or co-ordinate training to users
 System Administration and Development:
 Administer and support the IT Service Management toolset (VMware Service
Manager) and its associated interfaces.
 Design, develop, customise, configure and implement existing ITSM functionality
and implement additional modules and functionality.
 Design, develop, implement and maintain workflow and automation processes to
enhance and support Service and Request Management procedures.
 Collaborate with IT Engineering, Development, and Operations teams to integrate the
ITSM systemwithin the overall Enterprise Management environment.
 Prepare and present reports and analysis of ITSM inventory and statisticaldata.
 Document ITSM design, configuration, implementation and procedures.
 Provide support as the Subject Matter Expert (SME) for the enterprise ITSM platform
 Service Improvement:

9.  Maintain close working relationships with all business areas through ongoing
personal contact and demonstrate a passionate customerservice ethic.
 Review operations to identify opportunities for process improvement Analyse
statistical data to identify recurring issues and root causes.
 Develop systems and procedural / process documentation standards .Identify,
recommend, develop, and implement training programs, help sheets,usage guides
and FAQs to increase self-sufficiency
ST GEORGE BANK, SYDNEY, NSW, AUSTRALIA
Senior Programmer/Technical Team Lead, May 2003 - June 2010
 Key responsibilities included:
 Business analysis
 IT Process Improvement
 ITIL Consultation
 Vendor Management
 Service Improvement and Compliance Management
 System Administration and Development
 Management Reporting
 Provide support as a Change and Incident Manager
 ITSM Subject MatterExpert
 Technical Team Lead
EDUCATION
THE UNIVERSITY OF NEWCASTLE, NEWCASTLE, NSW, AUSTRALIA
 Masterof Information Technology.Major Subject: Software Engineering
THE M.S. UNIVERSITY, BARODA, GUJARAT, INDIA
 Masterof Applied Physics. Major Subject: Electronics