Experience with the following BMC Products; Remedy ARS Certified Remedy ITSM Suite Atrium CMDB Remedy SRM Remedy SLM ITILv3 Certified CObIT

1. Roy Donald J MacNeil
Sr. ITIL / ITSM Consultant
ITIL v3 & Remedy ARS v7.6 Certified
rmacneil@itilprocesscontrol.com
(902) 880-0087
Contract Experience
Nº29
Sept ’12 - Present Ernst & Young (Contract) Toronto, ON
Enterprise Service Management Transformation Architect
• Analysis and delivery of an Enterprise Service Delivery Model
Nº28
July ’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 program
Nº27
May ‘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 strategy
Nº26
Nov ‘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 upgrades
Nº25
June ‘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.x
Nº24
Dec ‘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 opportunities
Nº23
Sept ‘09 – Nov '10 Process Control (Contract) (14 months) Ottawa, ON
ITSM Process Architect / Project Management
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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 documentation
Nº22
Dec ’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 analysts
Nº21
Sep ’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 solution
Nº20
Jun ’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
team
Nº19
Oct ’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 v7
Nº18
Aug ’07 – Oct ’07 Blue Cross Blue Shield (Contract) (3 months) Fargo, ND
Sr. Remedy ITSM Architect
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3. • Produced and presented a Project Health Check for the current ITSM v7 using the Project Management
Institute, Body of Knowledge template and assessment document
Nº17
Feb ’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 Modules
Nº16
Aug ’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 solution
Nº15
Jun ’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 Dell
Nº14
Jan ’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 Management
Nº13
Jul ’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 South
Nº12
Feb ’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
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4. • Developed Business and Tool Requirements Documentation and Detailed Design Document
• Sized project and determined financial and resource allocation for project operationalization
Nº11
Sept ’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 milestones
Nº10
May '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 Scope
Nº9
Nov '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 systems
Nº8
Sep ‘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 conversion
Nº7
Apr ‘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 analysts
Nº6
Feb ‘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
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5. Nº5
Nov ’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 solution
Nº4
July ’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 training
Nº3
April ’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 conversion
Nº2
Jan ’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” workflow
Nº1
Sep ’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 4.0
Employee Experience
Nº0
Feb ‘96 – Sep ’99 Newbridge Networks (Employee) (43 moths) Kanata, ON
Remedy 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 Management
Skills Experience
• Able to operate in a busy environment and manage multiple initiatives
• Ability to understand complex business issues quickly and completely
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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 executives
Education / 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. 2006 BMC Remedy Corp Pleasanton, CA, US
ITSM 7.x Implementation Best Practices
2006 EDS TWAI Washington, DC, US
ITIL (IT Information Library) v2 Foundations Course
2005 EDS Oshawa, ON, CAN
ITSM (IT Service Management) 6.x
2004 Pink Elephant Toronto, ON, CAN
ITIL v2 Workshop
ITIL v2 Process Implementation Strategy
2001 IT Masters Orlando, FL, US
Master AR Suite
2000 Remedy Corporation Mountainview, CA, US
Remedy ARS Advance Topics 4.x
Remedy ARS Performance Tuning 4.x
1999 Learnix Education Ottawa, ON, CAN
Oracle SQL & PL/SQL
1998 Learnix Education Ottawa, ON, CAN
UNIX System Administration I & II
1998 Ajja Ottawa, ON, CAN
Business Objects Administrator
1997 Remedy Corporation Pleasanton, CA, US
Remedy ARS Advanced Topics 3.x
1996 OPCOM Solutions Inc. Nepean, ON, CAN
Remedy ARS Administrator & User 2.x
1993 – 1995 ACI – Atlantic Computer Institute Halifax, NS, CAN
Applied Computer Technology Courses
1991 – 1993 Technical University of Nova Scotia (TUNS) Halifax, NS, CAN
Computer Science – C+, Assembler, Pascal
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