Adil E. Email & Phone Number

Ontario, Canada

• Conduct ITIL Maturity assessment, Process, People and tools.
• Implement a standardized process by which all changes are introduced into a production environment in a controlled and repeatable manner that ensures only authorized changes are being deployed.
• defined Change Control Policy, roles & responsibilities and Procedure that are reviewed for required updates at least annually.
• Manage day to day change & Release management process and host CAB meetings.
• Manage the transition phase of all projects in conjunction with the project management office.
• delivering a high rate of successfully deployed change while conducting post-implementation reviews for those that went not as planned or caused an adverse impact on the production environment.

One Yonge Street Toronto, Ontario M5E1E6

• Developed, documented and enhanced a customized change management process and centralized tool for Change Management (BMC Service Desk Express) and (Remedy Force)
• streamlined the process with countless individual procedures across the enterprise with consideration to governance by introducing specific COBIT controls to ensure compliance with C-198 and PCI legislation
• Review Analyze prioritize and control change requests,identify potential risks, and evaluate and prioritize all change requests
• Increased overall Change Management visibility across the organization ultimately driving a 95%+ change success rate.
• Developed and introduced a full suite of Service Management reports for the Service Desk, Incident, Problem and Change and Release Management.
• Increased stability, performance and data integrity of the ITSM tool by enhancing the underlying infrastructure, streamlining work flow.

1 Yonge Street, Toronto, Ontario

• Responsible for the design, planning, implementation and ongoing support of the enterprise ITIL Problem Management process
• Developed and introduced a centralized tool for Problem Management (BMC Service Desk Express)
• Provide leadership to the IT team through coaching, training and mentoring
• Led cross functional teams during root cause analysis meetings for the purpose of identifying and implementing corrective actions resulting in the mitigation / elimination of business risk and impact
• Resolved multiple chronic problems that were viewed by the organization as known issues
• Design, develop and maintain all Problem Management governance documentation

2206 Birchmount Avenue, Scarborough, Ontario

• Created all Incident Management documentation including policy, process and training material
• Drive the effectiveness and efficiency of the process by monitoring critical success factor and key performance indicator targets
• Ensure Incident Management information is promptly communicated to all stakeholders,Business and IT
• Conduct ongoing process assessments identifying opportunities for improvement
• Provide support and guidance to all support staff on ITIL processes and assist in their training and knowledge development
• Guided the Service Desk with the development and implementation of escalation (functional/hierarchical) and communication procedures

2206 Birchmount Avenue, Scarborough, Ontario

• Joined Aviva with the directive to provide a professional and exceptional service and business process support to Aviva Brokers around Canada, including Aviva employees and Autograph clients world wide.
• achieved outstanding numbers is first call resolution over telephone or email, with exceptional troubleshooting & analysis consensus.
• Abel to work with all type of customers, insure exceptional customer satisfaction
• Accurately document support cases and ensure escalation of non-completed matters (including but not limited to system errors, user requirement changes, and or unknown issues) through internal tracking systems
• Track issues and problems and follow up with internal departments for updates to Heat tickets
• Troubleshoot system error messages and escalate to appropriate team providing a detailed description of the issue

Deploma, Computer System And Telecommunication

Diploma, Computer System And It Management

Baccalaureate, Experimental Science