Nauman Mughal

Service Facilitator/Coordinator

Government of Ontario – OPS (Community Services I&IT Cluster)

05.2017 - Current

Operate and coordinate the usage of many large MS Dynamics and Oracle Siebel systems, such as Honours and Awards Case Management System (HAACMS), Investigative Case Management System (ICMS), Transfer Payment Ontario (TPON), Employment Ontario Information System (EOIS) and many others for user clients from numerous business program areas
Act as the lead point of contact for coordinating with ministry program area leads/business clients of web applications supported by the Case and Grants Management Solutions (CGMS) branch and able to categorize incident/service requests based on their priority and severity and using sound judgment and the know-how in escalating issues particularly when there are risks involve
Liaison with Technical System Leads in a DevOps teams to coordinate and resolve application/system issues, outages, and manage new & ongoing tickets
This includes writing and executing SQL scripts in the backend production database
Manage and resolve incident and work order tickets by analyzing ticket details, troubleshooting user reported issues and errors, following up and coordinating, and posting updates in the ticket on service management tools (eSMT and HPQC) to provide superior customer service to clients
Efficiently support various web application clients by addressing systems questions and inquiries, including user accounts, computer equipment and software, application system errors, and then promptly advising, resolving issues, or offering workaround solutions, and concluding with communicating resolution steps to the client if needed.
Perform knowledge transfer activities, including training staff members in performing administrative functions in the Siebel web applications, and writing step-by-step knowledge transfer documentation.
Highly knowledgeable of change management processes: Initiate, coordinate, and monitor a multitude of change requests (CRQ) for system deployments of routine web application/functionality updates, and technology upgrades according to the project charters.
Coordinate with external vendors to schedule a time window for assistance with deployments.
Generate incident reports to conduct an analysis of any IT service level agreement (SLA) breach according to ministry-level service level management (SLM) processes, and present them to leads and managers.
Manage and track the release calendar for web application code releases, outages, and change restrictions/freeze.
Conduct high-level testing for applications, and present findings in an MS Excel document.
Communicate application and support software outages to business clients through advisories.
Past and Current Projects & Cluster Working Groups Support: Desktop Technology End User Computing Group – acted as the CSC Cluster Lead for Windows 11 OS Modernization Testing.
Garnered interest in the cluster for individuals to upgrade their laptops to Windows 11 and test various OPS applications supported by the cluster, as well as a myriad of IT products.
Liaise with IT service management teams in ITS, including setting requirements for ONRequest items for various applications, and coordinating with GovTechON teams for Service Support Model Centre (SSMC) updates, sometimes under tight deadlines.
Coordinate with internal teams and I&IT ITSM Process Coordinators for service reports, providing explanations for missed targets, if any, and remediation for future improvement.
Sit at the COMET best practices community table in the CSC, organized and headed by the management team.
Provide assessment, categorization, updates, and management of application solutions CIs, service CIs, and servers supporting multiple web application platforms in the CMDB.
Coordinated the change requests of the Investigative Case Management System (ICMS) project, including obtaining SSL certificates and the development of new servers in different environments, as well as ongoing deployment releases for improving application infrastructure and in response to changing business requirements.
Coordinated the change requests of the Case Management on Demand (CMOD) IP 2016 Infrastructure Upgrade Project, including obtaining SSL certificates, opening firewall ports, and associating DNS entries with IP addresses, integrating application system servers with supporting software and corporate security systems (UCM, CCPay, Go Secure, ONe-Key, PC Lookup) to improve user experience and security of the system, and fulfill business requirements.

Various Roles in Volunteer Associations and Research Labs

University of Toronto

01.2011 - 01.2015

Consulted and interacted with students, faculty, administrative staff and union to resolve diverse issues and conflicts by delivering superior customer service
Collaborated with external organizations, to design and implement novel large-scale academic and social events with record breaking attendance of over 500 people
Provided office hour support to assist students, and answered any enquiries at the office or through the telephone
Documented and maintained financial ledgers, and administrative records for the association

Research & Lab Assistant

University of Toronto

09.2011 - 06.2012

Assisted students in operating computer applications and web-based applications on the Macintosh platform after initial training was provided by lab instructor
Recorded data onto MS Excel spreadsheets and prepared pivot tables for data analysis
Facilitated the use of SPSS for further analyses

Summary

Overview

Work History

Service Facilitator/Coordinator

Various Roles in Volunteer Associations and Research Labs

Research & Lab Assistant

Education

ITIL 4 Foundation Certificate in IT Service Management -

Microsoft Certified Azure Fundamentals -

Certificate in Business Analysis -

Honours Bachelor of Science -

Skills

Certification

Affiliations

Languages

Timeline

Service Facilitator/Coordinator

Research & Lab Assistant

Various Roles in Volunteer Associations and Research Labs

ITIL 4 Foundation Certificate in IT Service Management -

Microsoft Certified Azure Fundamentals -

Certificate in Business Analysis -

Honours Bachelor of Science -

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