Robert E Lee Email & Phone Number

Hove, GB

Canada

• As an ITSM Consultant for a Managed Service Provider (MSP), I deliver comprehensive IT service management consulting services. This includes facilitating ITIL training and conducting thorough process reviews for.
• Effectively oriented, trained, and supervised a diverse IT team and delivered comprehensive training sessions for key personnel to clearly distinguish between Requests, Incidents, Problems, and Changes. This initiative.
• Created detailed documentation for Request, Incident, Major Incident, Problem, and Change processes and policies. This resource ensures alignment and clarity across the team.
• Established and enforced compliance with federal, provincial, and local regulations, resulting in improved quality outcomes and adherence to industry standards.
• Support team, fostering a collaborative environment and enhancing team knowledge and performance.

United Arab Emirates

• Lead the support for IT Service Management (ITSM), Customer Service Management (CSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Service Portfolio Management (SPM), Governance, Risk, and Compliance.
• Successfully managed the Service Management Office (SMO) at Injazat (MSP) overseeing a portfolio of over 67 clients on a 24/7 basis.
• Developed strategic roadmaps spanning from 30 days to 3 years.
• Implementing best practices for continual service improvement.
• Built and mentored SMO teams to enhance performance.
• Setup and facilitated the Agile/Scrum sprint cycles for various types of releases

Toronto, Canada Area

• Responsible for overseeing the design, implementation, and continuous improvement of IT service delivery processes to meet business objectives. My role involved leading teams responsible for providing both.
• Spearheaded the creation, promotion, and support of IT service management processes, policies, and procedures across key areas, including Request Fulfilment, Incident Management, Major Incident Management, Problem.
• Led the development and facilitation of Disaster Recovery workshops, exercises, and templates for Standard Operating Procedures and checklists, establishing a robust service continuity framework.
• Successfully negotiated contracts with vendors, facilitating the replacement of the legacy ITSM platform with ServiceNow, ensuring a smooth transition and alignment with business goals.
• See CV for more info.

Vancouver, Canada Area

Providing ITSM strategy and Change Management related duties.

Tianjin City, China

Providing ITSM solutions to various companies. ITIL Workshops, ITIL training, and continuous service improvement. Part Time.

St Albert, Alberta, Canada

Strategic advisor for IT Change, Incident, Problem Management, Service Catalog, Asset Management and ITSM tooling. Creation of new Incident and Problem process and review and update current Change process. Providing training to IT Staff on Change, Incident, and Problem and chairing of the CABs. Updating Remedy with new requirements and removing obsolete.

Tianjin City, China

Providing ITSM solutions to various companies. ITIL Workshops, ITIL training, and continuous service improvement.

Vancouver, Canada Area

Creating internal processes for customer request to deployment and gathering requirements in project portfolio management(Project, Release, Sprints, Stories, Scrum tasks). Ensuring customers are given advice on best practice.

Calgary, Canada

Accountable for Request Fulfillment, Service Desk, Major Incident, Problem, Change, Release Management and Service Assurance Teams as well as there Policy, Processes and Procedures.Provided gap analysis and road map on ITSM for People, Process & Technology.Training, mentoring, process improvement and out with redundant and in with new technology.

Winnipeg, Canada

As the largest publisher by circulation of paid English-language daily newspapers in Canada, Postmedia Network represents some of the country's oldest and best known media brands. Reaching millions of Canadians every week, Postmedia Network engages readers and offers advertisers and marketers integrated solutions to effectively reach target audiences.

Dorking, UK

Reviewed the MSP’s(IBM) Incident, Major Incident & Problem Management Process, Procedure, work instructions and guidelines(working with Incident, Problem and Support teams)whilst providing gap analysis, recommendations and action plan to improve the effectiveness and efficiency of the teams that use these processes. Updated and communicated documentation.

Toronto, Canada

• Define, plan and propose timelines for agreed deliverables and lead implementation of projects. Create new Change Management process/procedures and review and update Problem Management process/procedures. Using my.
• Manage Change/Release/Deployment into Pre/Prod & Prod.
• Manager Service analysts that verified and validated the artefacts delivered meet the Acceptance into service criteria.
• UAT & end user training provided for new ITSM tool/processes

Responsible for ensuring standardizd methods and procedures are used for efficient handling of all changes to minimize the impact of change related incidents upon service quality.Review all changes, Chair CAB, Maintain and publish the portfolio(LI&AT, GDP, GOIFT & CTRM) release schedules and maintenance updates.

Al-Riyadh, Kingdom Of Saudi Arabia

Providing ITIL consultancy in Service Support and Delivery at Riyad Bank, Hollandi Bank, Ministry of Interier and Mobily.-- Working with Sales Account Managers to gain new business and work on proposals with Ejada and Third Parties.-- Provide lead input to head of Change Management at Riyad Bank on ITIL processes and requirements for implementation and.

Heathrow, UK

Due to the Buncefield oil disaster on December 11, 2005 which destroyed Northgate's head office, disaster recovery was invoked and the support staff were based at Sunguards disaster recovery site at Hounslow. -- Create ITIL processes for change/release & problem. -- Set up the CAB/ECAB, Distribute and communicate the new processes and enforce and educate.

Watford, United Kingdom

My role was to merge the IT and CIS process and have one Change Management process.-- Set up the Problem Management Team-- Recruit the Environmental Manager-- Manage the Service Desk, Problem, Change, Configuration and Environmental team.-- Provide training and coaching for staff-- Manage Major incidents from inception to completion-- Develop new.

Trowbridge, UK

Working on Projects and Release changes from inception to completion.-- Chair CAB/ECAB-- Attend Release, Project and Defect meetings-- Communicate changes to relevant areas for review, authorisation and implementation.-- Review impacts and risks of implementing changes.-- Liase with Third party suppliers-- Manage Change Process for internal/external.

Telford, United Kingdom

• Working as part of the Change Management Business Enterprise Programme Office to 'tidy up' existing process and procedures before go live date 02/01/03
• Responsible for Change, Problem and risk team. Day to day running. (5 members).
• Review Change and Problem documentation and advise on amendments based on ITIL.
• Chair CAB/ECAB and Problem meetings.
• Train Change and Problem staff.
• Ensure all manager`s, team leaders are aware of the new process and procedures.

London, United Kingdom

• European Change Manager (London, Zurich, Frankfurt, Luxembourg) Working for E- Investment Services Europe on the online brokerage system (600million pound project).This was CSPB's first online initative enabling.
• Manage the day to day running of change team.
• Responsible for hiring a team of managers for each city – London, Zurich, Frankfurt and Luxembourg to report to me.
• Ensure all changes for the e-ISE environment are put into production without error, on time and within budget.
• Chair weekly CAB, Implementation and Post Implementation review meetings.
• Define and Document new Change process and procedures based on ITIL and ISO90001.

London, United Kingdom

• (London, Amsterdam, Frankfurt, Paris, Brussels, Milan, Dublin, Stockholm, Madrid, Zurich, Hong Kong, Sydney)Hired with responsibility for hiring a team(s) and implementing change, incident, major incident, problem and.
• Managed team of 20 in the UK and a representative (Service Manager) in each country.
• Oversaw the day-to-day running of the change/problem/major incident, Service desk and configuration(Rational) process.
• Developed new procedures and processes ensuring that ISO90001 standards were met.
• Recommended an on-line service management system to record problems, changes, incidents, service requests & configuration items to increase efficiency and effectiveness of the MIS Department.
• Project managed and Implemented HP Openview based on ITIL($1million). and updated procedures and process to reflect new system. Centralized Service Desk in London.

London, United Kingdom

• Working within Prutech, the IT department, this was an interim role while the permanent manager was on a leave of absence.
• Established, implemented and monitored Change Management processes and procedures.
• Ensured Y2K related issues were co-ordinated to an agreed approach in order to prevent potential conflicts with other user services.
• Chaired bi-weekly CAB meetings, in London and Reading.
• Documented problems, held incident reviews and progress improvements for major changes.
• Attend Project meetings

Bournemouth, United Kingdom

• Worked as part of the Technical Infrastructure Department, the bank was converting from SDLM system to INFOMAN. Hired to document a regression test and further test plans, then implement them UAT.
• Responsible for training 5 trainees on INFOMAN
• Implemented the test plan, monitoring it for bugs and reporting the findings to the development team in New York.
• Attended CAB/Project meetings and facilitated training workshops.
• Added items to the configuration database.
• Worked with end-users on INFORMAN and BAU for change management.

Dorking, UK

• Hired on a contract basis, previously performed roles as problem analyst and computer operator.
• Provided accurate risk assessment against technical and scheduling requirements for 28 Mainframe systems.
• Authorised/rejected change requests as appropriate to support the end-to-end service to strict business requirements.
• Provided weekly schedule, detailing the changes that would take place over the weekend.
• Chaired weekly change meetings.
• Attended weekly capacity/project meetings and participated on Y2K compliance team.

London, United Kingdom

Starting off as Trainee operator before working way up. Ran all production work, fixing JCL / Hardware errors. Deputized for Ops Manager and trained junior staff. Attended meetings and generated reports for the management team. Documented problems and implemented changes via INFORMAN.

Master Of Science - Ms, Currently Enrolled In Digital Transformation

Rsa, Computer Operations And Data Processing And Programming