Elizabeth Barclay ebarclay@circainformation.com +1-416-517-3312 I currently hold an ITIL Manager’s Certificate in IT Service Management as well as Practitioner Certifications in Change and Configuration Management. I am a Canadian citizen and I have a Canadian Government Level II (Secret) Security Screening Certificate. During the past two years I have also held work visas for the United States (TN) and India (Business). Expertise IT Service Management – 6 years Working as an independent consultant, I provide Information Technology Service Management services, focusing on helping clients make smooth, meaningful changes to improve operational efficiency and improve IT service delivery to business units. All work is based on industry best practice, including the Information Technology Infrastructure Library (ITIL), international standards such as ISO:20000 and data from industry evaluators such as Meta and Gartner. Over the last 5 years I have: * Provided process consulting and requirement definition services in the implementation of an integrated Failure Handling, Change Management, Continuous Improvement and Root Cause analysis system; * Conducted extensive requirements definition workshops with members of a “siloed” organization to develop unified processes and identify improvement activities, real, concrete items that can be addressed; * Implemented new or improved Incident, Problem, Change, Configuration and Continuous Improvement processes, procedures and systems; * Designed, with extensive staff and management input, a new Change Management process / procedures, including supporting documentation and software, in an environment that was not practicing change control, automated a manual Change system based on an existing Process, and implemented Change Management in a SOX environment; * Designed and implemented a mid-sized Infrastructure Configuration Management system, integrating it with existing Change and Incident Management systems; * Developed and documented ITIL based assessment reports, improvement plans, “Return On Investment” documents, and Business Cases, including gap analyses and one to five year plans, for operational IT organizations; * Integrated processes, procedures and support tools including custom applications, Heat, Remedy and Support Magic, frequently working closely with software vendors to ensure smooth integration; * Delivered ITIL Foundations courses to prepare students for certification examinations. Service Delivery – 15 years In order to be successful, all process improvements must be firmly rooted in the real world. With over 10 years of technical operational experience, I bring the real world into all of my consulting engagements. * Project Lead, Technical Team Lead, Operations Team Lead and Network Specialist experience; * Software development project Operations management and transition planning and support; * Network (LAN) design, installation, upgrade, replacement and maintenance; * System and infrastructure implementation, transitions, upgrades and operations; * Team management including reporting to Executive level staff; * Analyses: Requirements, Best Practice Gaps, Return on Investment and Business Case; * Documentation: Technical, organizational and business process; * Rollout of several large, geographically distributed new systems including local servers, networks and workstations; * Mid-sized business moves including managing the re-location of services, staff, and equipment; * Project planning, execution and management. Business Exposure I have been fortunate to work in a number of diverse environments: * Electrical and Gas Distribution Utilities; Federal, Provincial and Regional Governments; * Health Care, Manufacturing, Insurance and Banking sectors; * Small and large Businesses; Adult Education including goal oriented workshops. Professional Experience ITSM Supervisor (acting) – ITSM Office CYSSC I&IT Cluster, Gov’t of Ontario May 2007 to present Provided day-to-day process support and Project Management to complete several ITSM projects including wrap up of Heath Check assessments/remediation planning and Continuous Improvement procedure development. The Continuous Improvement activities included workshops with senior management and groups of staff to clearly identify potential Service Improvement actions. ITIL Service Management Instructor StAY Technologies November 2004 to present Ongoing provision of ITIL Foundations training in association with an established, certified ITIL course provider. Clients have included the Government of Canada, Accenture (U.S, Ireland and India), Oracle, Bell Canada Enterprises, Technology Partners International, the US Army and Getronics Inc. In order to identify areas in which I need to improve, I track student satisfaction (91%), average mark (92%) and student pass rate (92%), well above the industry average pass rate. Change Management Project Manager – ITSM Expansion Project CYSSC I&IT Cluster, Gov’t of Ontario December 2006 to May 2007 Provided day-to-day operations management (with shared responsibilities) and Project Management to complete implementation of organization-wide Change Management Process. During this project, our team of 5 fulfilled operational responsibilities and migrated from a manual to an automated CM system by designing, developing, and deploying a custom software tool for managing Change data. Process Architect - ITSM Implementation Project Enbridge Gas Distribution March 2006 to October 2006 Provided process development during the implementation of an integrated Incident, Change and Problem Management solution for an energy sector organization operating under SOX controls. Included laying the ground work for further process improvements, including Continuous Process Improvement, a Service Catalog, Configuration Management and an ITSM Governance Model. Extensive workshops were held with representative staff over the course of 12 weeks to ensure that the developed processes would meet the operational and governance needs of the whole organization. IT Service Management Process Consultant Operational Assessments Assessed the level of process maturity in existing operational units using document inspection, staff interviews and observation. Evaluated against Best Practice and Industry Standards and identified areas for improvement. Developed short and long term plans, roadmaps and Business Cases to enable organizations to identify priorities and close the gaps between their practices and industry best practice. Wachovia, Charlotte, North Carolina Bank Support Help Desk Nov, 2005 Austin Energy, Austin, Texas Information Technology & Telecommunications Division Sep, 2005 City of Hamilton, Hamilton, Ontario Information Technology Services Department July – August, 2005 ESI Canada, Mississauga, Ontario Incident & Help Desk Management Nov., 2004 – Jan, 2005 Centre for Addiction and Mental Health, Toronto, Ontario. Change Management Aug - Dec, 2004 Region of Peel, Brampton, Ontario Service Delivery Jan –, 2004 Hydro One, Toronto, Ontario Initial process assessments and agreements for key contact points between outsourcer and client. Mar – Jul, 2003Project Lead - Configuration Management Implementation Hydro One, OPG and others through Cap Gemini. January 2003 to February 2004 Developed and implemented an Infrastructure Configuration Management system in support of multiple customers. Completed business requirements analysis, business case, software specification and evaluation, process and procedures, software deployment, initial data gathering and integration of new process into support organizations. During this project, adapted to quickly changing business requirements and delivered an interim solution well ahead of plan. During the August 2003 East Coast blackout, I participated in the Hydro One Networks power restoration efforts as Day Shift IT Service Restoration Manager. Production & Operations Team Lead - Market Ready Project Hydro One Networks Inc. & Inergi LP February 2001 – December 2002 Acted as Operations Team Lead during a large development project; comprised of 13 applications, 30 mid-range Unix and NT servers hosting production, test and development environments. This project included seven development teams; three network environments, five testing teams and both outsourced and internal technical support groups. Delivered results included the processes and procedures for Change, Configuration, Incident and Problem Management, creation and operation of project environments, and management of Approval/Acceptance and technical documentation in a fast changing, regulated environment. Final deliverables included transition planning, knowledge transfer and third level technical support during transition. EMail De-merger Workstation Implementation Ontario Hydro Services Company (OHSC) February 1999 - June, 1999 Developed, managed and executed the procedures and processes necessary for the email demerger of a mid-sized utility. Included technical implementation planning, server-end staff coordination, staff and client scheduling, client communication and provision of technical support to technician performing workstation tasks. On-call services were provided in this 7/24 environment. Project Governance Development – Y2K Application Migration Project Ontario Hydro Services Company (OHSC) January 1999 - February 1999 Stepped into an on-going project to fully document project objectives, deliverables and governance, including roles and responsibilities. Managing Partner Circa Information Corporation January 2000 - present Managing Partner Viable Technology Solutions Inc November 1996 - December 1999 Workstation and Server Move Project Lead Ontario Hydro Services Company (OHSC) December, 1998 - January 1999 Computer Resources Analyst Ontario Hydro Services Company (OHSC) July 1999 - April 2000 Team Lead - Netware Environment Support Ontario Hydro Services Company (OHSC) September 1998 - January 1999 Network Support Analyst Ontario Hydro June 1997 - September 1998 Workstation Rollout Lead Ministry of Economic Development and Trade (MEDT) November 1997 Project Lead Ontario Hydro 1996 - 1997 IT Productivity Project GSW Water Heating Company 1996 - 1996 Windows 95 Implementation Price Waterhouse 1996 Information Technology Analyst OMAFRA 1991 - 1996 Help System Development & Publishing Maxxum Consultants 1996 - 1996 Software Support Specialist Abacus Computers 1989 - 1991 General Interest Instructor Wellington County Continuing Education (part-time) 1989 - 1993 CAD/CAM Programmer Armco Westeel Inc. 1986 - 1986 Supervisor of Payroll and Accounting Services Rockwell International 1981 - 1983 Summary of Educational Experience * Currently studying ITIL v3 * ITIL Service Manager Certificate (2005), ITIL Practitioner Certification in Change Management and Configuration Management (2003), ITIL Foundation Certification (2002) * Various professional technical courses including Windows 95, Novell Netware 4.10, Project Management * University of Guelph, School of Engineering, 1984 - 1986 * Society of Management Accountants: Business Mathematics, Organizational Behavior, Accounting. Elizabeth Barclay ebarclay@circainformation.com +1-416-517-3312 http:\\www.circainformation.com\resumes.htm 2007/08 Page 1 of 3