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Brent Knudslien, PMP
#9-51114 Range Road 264
Spruce Grove, Alberta T7Y 1E8
(780) 669-3404
profile
§ A highly motivated IT professional with expert technical skills and a proven track record of delivering projects in pressured and challenging environments across different geographic regions and cultures.
§ An inspiring team leader with excellent organizational, strategic, and problem solving skills.
§ An organized individual whose approach is focused on customer satisfaction.
§ Recognized for excellent communication skills and the ability to focus on issues and deal with situations in a calm and decisive manner.
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Welcomes a challenge and always
gets the job done.
qualifications
§ Twenty five (25) years of work experience in the IT industry as a Design Engineer, Team Leader, Technical Consultant, Systems Analyst, and Systems Programmer.
§ Fourteen (14) years of experience and expertise working with Service Management tools, functions, and processes including Request Fulfillment, Service Catalog, Change, Configuration, Incident, Problem, and Service Level Management.
§ Certified Project Management Professional (PMP) and ITIL V2 / V3 Foundation in IT Service Management.
§ HP Certified Professional - Accredited Integration Specialist for HP OpenView Service Management and HP Service Manager 7 Implementation.
experience
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January 2008 to Present |
Hewlett Packard
SENIOR DESIGN ENGINEER
Design lead on a project to provide enhancements to a Service Lifecycle Management system that provides ITIL best practice processes in a global managed services environment. Responsible for interpreting requirements and managing the implementation for the Service Catalog and Request Fulfillment components of the system. Built team cohesiveness while remotely mentoring and motivating an Asian development team in order to improve on project efficiency.
Met objectives by providing a functional and effective Service Catalog Management and Request Fulfillment system using an HP product set. This was accomplished by balancing global requirements with a reliable and maintainable end result.
Lead and mentored a development team. In a period of less than one year, this effort has brought a team of entry level resources to an advanced level of proficiency and resulted in a group that is confident and self directed.
Managed challenging requirements gathered across all regions of the world. Carefully approached working with the customer to weigh importance of requirements against the impact on the stability and maintainability of a global outsourcing system. This often required a deep understanding of the Service Management product set, helping the customer understand constraints, risk identification and management, and creativity in designing a solution that satisfies requirements.
experience
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July 2002 to December 2007 |
Fast Path Enterprises Inc.
INDEPENDENT CONSULTANT (SELF EMPLOYED)
Incorporated Fast
Path Enterprises in July of 2002 with the mission of providing customers with Service
Management solutions, guidance, and expertise based on ITIL best practices. Provides
extensive experience in analyzing, designing, and delivering Service Management
solutions. Focus is to achieve defined business outcomes for customers
throughout
Hewlett Packard, Remote (February 2007 – December
2007)
Lead the design effort for a component of a project to provide
enhancements to a Service Lifecycle Management system that provides ITIL
processes in a global managed services environment. Responsible for
interpreting requirements and managing the implementation for the Service
Catalog and Self Service Ticketing components of a system. Set stakeholder expectations using
prototyping techniques and requirements clarification meetings. The
project team was distributed across all regions of the world and as a result,
particular attention was given to communicating with stakeholders and leading/mentoring
implementation resources.
Depository Trust and Clearing Corporation,
Responsible for the requirements gathering, design, and development of a
corporate wide IT Change Management system. The project that delivered the system
won a corporate reengineering award from among 45 other projects that were
submitted for consideration.
Deliverables included a Requirements and Design Blueprint document, a
Technical Specifications document, and a fully developed Change Management
system. Communication skills, formal presentations, detailed
requirements analysis and managing expectations were key components of the
success of this project.
Ford Motor Company,
Performed Service
Management design and architecture planning for the integration of several
Infrastructure Management tool sets including BMC Remedy, Peregrine
ServiceCenter, AssetCenter and
experience
Fast Path Enterprises Cont’d
Caterpillar,
Mentored and assisted Caterpillar with preparations for implementing a web based Request Fulfillment system into a production environment.
EDS,
Assisted EDS with an upgrade and retooling of their legacy Request Fulfillment system. Deliverables from this engagement included a Plan of Attack document that provided an approach for issue identification and resolution, documentation outlining issues with the upgrade plan, and recommendations for moving forward.
Planned and executed an Oracle conversion for a Service Management product set. The engagement included cross training, knowledge transfer, and acceptance of project deliverables (project wrap up) for this very small project.
Caterpillar,
Responsible for requirements gathering, design, and implementation of a pilot Request Fulfillment system to provide Caterpillar with an Employee Self Service solution for Asset and Account Provisioning. The system was implemented using an industry leading Infrastructure Management tool set. Provided Project Management expertise in identification and management of risks associated with tool selection as well as leadership and mentoring of the implementation team.
Assisted McKinsey with a taxonomy restructuring within their Service and Incident Management system. The result was a significant reduction in the time required for Service Desk personnel to create and assign call tickets.
Major Retailer,
Responsible for an enhancement to a Change Management system that provided a solution to extend the capability of Change Management to support Project related changes prior to implementation. The solution incorporated dynamic approval processing and resulted in a valuable solution for project change management.
experience
Fast Path Enterprises Cont’d
Major Retailer,
Technical lead for a project that designed, developed, and implemented a web based Risk Management and Loss Prevention system at 3000 retail stores. Successfully implemented a product used to facilitate management decisions and attain significant cost savings by managing and tracking information about incidents, accidents and thefts at stores and distribution centers.
Morgan Stanley,
Responsible for upgrading a web based Request Fulfillment solution utilized to request services by Morgan Stanley users worldwide. Managed all aspects of the project including Risk Management and completed the project on time and on budget.
British Columbia Ministry of Information Services
(August 2002 – June 2003)
Worked with a project team to design, develop and deliver a government wide full scale Infrastructure Management System including Configuration Management, Incident Management, Change Management, Request Management, Service Level Management, Asset Management, and Procurement. Was directly responsible for the design, development, and delivery of the Incident Management system, Service Level Management component, and the web front end for the Procurement component. This very large project involved detailed requirements analysis, formal presentations, and communication with several levels of management.
experience
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August 1999 to August 2002 |
Peregrine Systems
(Based in
TECHNICAL CONSULTANT (EMPLOYEE)
Lead teams and worked independently while providing technical expertise and implementing Peregrine products at several Fortune 500 companies. Received numerous letters of appreciation from customers and peers.
British Columbia Ministry of Information Services
(January 2002 – August 2002)
Analysis of requirements including service level expectations for a Service Provisioning system. Assisted with the architecture and design a full scale Infrastructure Management system targeted to consolidate and replace several legacy Infrastructure Management systems.
Sabre/EDS,
Provided
technical expertise and guidance with regards to the delivery of a web based
Citigroup, Peregrine
Provided Request Fulfillment expertise to a team responsible for a web based Request and Asset Management system.
Chevron, San Ramon (March 2001)
Provided self service product, javascript, and html expertise and guidance for a web based knowledge management system.
Banner Health,
Provided Service Management expertise and guidance for a corporate wide Problem Management system.
Sabre/EDS,
Team lead on a project responsible for the analysis and design of a corporate wide ITIL based Infrastructure Management system. Was directly responsible for the construction, and delivery of a Request Fulfillment system.
experience
Peregrine Systems Con’t
Morgan Stanley,
Performed product enhancements to a Configuration Management system and provided technical expertise to a team responsible for implementing a Service Provisioning system.
Cognos,
Provided guidance for an Oracle conversion of a Service Management product set. The engagement included cross training and knowledge transfer.
Edward Jones,
Technical resource responsible for the design, development and installation of one of the first web based self service ticketing installations in Peregrine’s history.
Southern California Edison,
Performed systems analysis, design, and construction of a Change Management system. Managed the project from design to system hand over including training and project closure.
Morgan Stanley,
Analyzed requirements and performed Service Management product enhancements to a world wide Configuration Management system. Received formal accolades.
Kraft (September 1999 - October 1999)
Performed requirements analysis and product enhancements to a large scale Incident and Problem Management implementation.
experience
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July 1983 to August 1999 |
Canadian Utilities Limited
SYSTEMS PROGRAMMER / PROJECT LEADER
Worked as a Systems Programmer and Systems Analyst with Canadian Utilities Limited for over sixteen years. Received management recognition on numerous occasions resulting in a position of Technical Consultant and Team Leader. Responsibilities included providing leadership and direction to the UNIX support group. Gained experience working in both UNIX and MVS environments, installing database products such as CICS, IMS, and Oracle, and installing a wide variety of program products on MVS, Windows and UNIX platforms.
Lead projects and was directly involved in the design and development of a Project Management Process. Lead project teams of up to fifteen resources including the upgrade of an IMS production system and the process design, acquisition, and installation of a corporate wide Change Management system.
education
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1981 to 1983 |
Northern Alberta
computer systems diploma (honors)
Maintained a 90% average
recipient of woods gorden
scholarship and
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1979 to 1981 |
graduated with senior matriculation
recipient of alexander rutherford
scholarship
affiliations
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1994 to
Present |
Project Management Institute
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1996 to 2002 |
Canadian Information Processing Society (ISP)
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1994 to 1999 |
USENIX Association
other interests
In my spare time
I enjoy staying active and I am currently learning how to play the piano. I
have been enjoying indoor wall climbing with several of my closest friends and
hiking in the Canadian Rockies with my wife. Some past accomplishments include
competing in the