CV – 2003 – Home Office

Apr – Sept    Immigration and Nationality Department (IND), through SBS

August/September – Disaster Recovery (DR): working to PRINCE2 with MS Project supporting the manager of the technical project during his absences (particularly in the production of the technical recovery procedural documentation) and taking the lead on all non-technical analysis & planning aspects including: logistics (site access control, transportation, accommodation, catering); resourcing external Disaster Recovery agents – assuming local staff rendered unavailable by the disaster, (job specs, terms of employment, remuneration, health & safety); infrastructure (selection of off-site facilities, compilation of an exhaustive software library, investigation of communication issues in the event of DR; local and corporate public relations; PID development to address shortcomings due to the absence of the Project Mandate and Brief, and significant  improvements to ITIL processes.

• Achievements: Redesigned ITIL process accepted by the Account Director & scheduled for implementation.
• Deliveries: detailed recommendations and implementation specifics for changes to ITIL Change, Configuration, Asset & Problem Management and Order Processing to support DR and enhance overall quality; coherent and standardised technical procedure documentation; a significantly expanded, enhanced and clarified Project Initiation Document covering both the technical and the non-technical aspects of the project (PID was previously limited to the technical scope).  Recommendations on communications systems (PMR).

July/August – working to ITIL with MS Visio, Service & process design for MIS based upon Business Objects and IND’s key terabyte case database; requirements analysed and solution designed in the context the contractual Master Service Level Agreement, proposing clarifications/amendments to the MSLA in the areas of MIS.  Extensive work with Business Objects on the MIS project team to agree BO Universe & repository designs, use of the Supervisor Module and Broadcast Agent (for scheduled reports) etc.   Further work handed off to permit greater focus on DR

• Deliveries:  Process designs for Account Management, Incident Management, Report Execution and Report Development, with associated interfaces to IND business processes.

July – in recognition of the wide ranging and in-depth understanding of the account and excellent senior relationships within the business, invited to contribute to a number of workshops with the contract renewal bid team prior to the commencement of the formal bidding phase (during which Chinese walls were in place and no contact was made).
May – Secure Mobile IT: working to ITIL with MS Visio, service specification and process design to support ~250 mobile users, including careful attention to the security issues surrounding the use of government supplied cryptographic materials and RSA SecurID tags.  Incidentally developed a number of Visio enhancements.

• Achievements: Service and Process manual accepted by SBS and IND and successfully implemented.
• Deliveries: Mobile IT Service & Process manual (including work instructions)

April – with Excel and Excel VBA, Data Analysis: re-specification/re-structuring of a post-implementation review questionnaire across a sample of ~250 users of the enhanced Case Information Database into standard metrics, subsequent trend and correlation analyses of the results and graphical presentation of the findings.

• Achievements:  clarity and presentation of the technical findings judged major contributions to the overall report and instrumental in its acceptance by the business.
• Deliveries: specification and semi-automated production of 160+ reports (no commentary or interpretation).
• Prior Direct Experience: Of process & service design, Disaster Recovery: none