Summary
Overview
Work History
Education
Skills
Timeline
Generic

Otis Phillip Louis

Scarborough,ON

Summary

IT Service Management Analyst with a proven track record in solving complex problems to restore service in operational and production environments. An analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Expertise in data and voice network environments and IT service management. Managed major incidents related to large cross-platform networks. Through diligent, thorough, focused, and persistent effort in overcoming challenges to provide high level of service. . Industry experience includes Telecoms, Telecommunications, Banking, Finance, Retail, Supply Chain, Government (UK Home Office), Law Enforcement, Emergency Services, and iGaming. Expertise includes: Issue Resolution Data Analysis Root Cause Analysis Continuous Process Improvement Troubleshooting Service-Level Agreements (SLA) Remediation Best Practice Documentation Facilitation ITIL v3 & v4 Results-oriented

Overview

26
26
years of professional experience

Work History

ITSM Analyst

BALLYS INTERACTIVE, formerly Gamesys
07.2021 - 03.2023
  • Managed and conducted daily IT Service Management (ITSM) operations including incident, problem, event and request management processes
  • Engaged internal technical support resources and external vendors in identifying root cause solutions to major incidents, vulnerabilities, and risks impacting live production environment and SaaS apps
  • Identified workarounds and permanent fixes
  • Presented results and recommendations to stakeholders
  • Managed and executed changes and updates to ITSM policies, processes, and best practices, supporting critical day-to-day operational requirements, minimizing reoccurring incidents, and increasing service availability within live production environment while meeting client-approved SLAs and internal OLAs
  • Analyzes and facilities resolution of complex performance problems and outages to online gaming products and systems, escalating to and working with 3rd party vendor as required
  • Conducted Post Incident / Post-mortem Review (PIR) and Problem Record Count (PRC) meetings resulting from high priority P0 and P1 incidents, this included: -
  • Managing post-incident reviews (PIR) with Tier 2 and Tier 3 support teams and external 3rd party vendors, capturing lessons learned via knowledge management KBAs for continuous service improvement and best practices
  • Executed and maintained continuous process improvements required to prevent major incidents recurrence, enabling senior management to make effective decisions on service impact and availability assessments, leading to implementation
  • Participated in change authority meetings, ensuring proposed deployment changes to production environment were aligned with operational considerations, continuous improvements, best practices, resulting in proactive remediation measures for future related incidents
  • Audited and inspected Problem and Incident Management records, verifying ongoing compliance, accuracy, completeness in alignment with US and Canada gaming regulations, working closely with cross-functional teams
  • Arranged and managed regular client facing operational support meetings to help coordinate and manage resolution activities in alignment with alignment with US and Canada gaming regulations, working closely with cross-functional teams
  • Designed and implemented detailed incident and problem management process workflows ensuring key stakeholder engagement, here are the steps taken:
  • Assisted in defining and aligning business objectives and scope, developed sequence of activities and decision points, then developed step-by-step workflow that illustrates how the process will be executed from start to finish – then conducted testing and validation of process design to ensure that it functions as intended
  • Provide training materials and feedback mechanisms for gathering feedback from process users and stakeholders related to continuous improvement activities and practices
  • Produced and delivered weekly and monthly reports detailing incident and problem record statistics, capacity, usage, performance and breaches of SLA targets
  • Designed and implemented graphical reporting on key KPI incident metrics indicators within JIRA, increasing visibility and allowing key stakeholders and executives to monitor incident and problem trends
  • Participates in Disaster Recovery drills and ensures lessons learned are incorporated into plans
  • Updating and identifying opportunities for process improvement, for inclusion in the Continual Service Improvement Register
  • Working with developers transitioning new online gaming products using formal change, incident, problem, and release management processes and related tools
  • Developed and conducted training sessions (and documentation) for 16 newly hired incident managers and NOC personnel on incident and problem management processes and procedures.

Senior ITSM Specialist - Contract - Remote

MACKENZIE INVESTMENTS
04.2020 - 05.2021
  • Managed and led the full incident and problem management lifecycle processes within service delivery team
  • Investigated problems with focus on root causes, identifying workarounds, permanent fixes, incident governance, service vulnerabilities
  • Served as escalation point to support leaders and SMEs, providing guidance during resolution of high priority incidents P0 and P1 outages and degradations
  • Recommended service improvement strategies and procedures to senior management
  • Conducted Post Incident / Post-mortem Review (PIR) and Problem Record Count (PRC) meetings resulting from high priority P0 and P1 incidents
  • Facilitated solutions with technical SMEs and external vendors, ensuring correct and timely action follow-up related to any changes in deployment in production environment
  • Managed and warranted all incident and problem records were clearly recorded, assessed, classified, and prioritized, using live operational incident and problem management documentation, ensuring problem management standards were in place and being followed
  • Monitoring service levels based on agreements and making corrective operational measures based on Key Performance Indicator (KPI) trends to ensure continuous improvement activities through the use of policies, process and procedures to optimize high availability within the production environment
  • Identifying, assessing, potential operational risks to technical operations management
  • Facilitated and managed project assigned tasks / project work packages and action items with group of Agile support teams on mandated project, permanently resolving issue of reoccurring incidents related to organisations’ CRM client / server environment
  • Setting up executive reporting and dashboards for incident management practices to provide a clear and concise overview of incident performance and trends to key stakeholders
  • Developed a plan to aid the maturity level of an incident & problem management processes adopting a systematic and strategic approach working with ITIL guidelines, this included: -
  • Revaluating current incident & problem management practise, establishing clear and measurable objectives for incident & problem management maturity, revaluating the incident & problem management framework, defined and tracked key performance indicators (KPIs) to measure the effectiveness of incident and problem management changes, performed regular review meetings key stakeholder and analysis of key metrics data to identify trends or highlighting a decrease in performance and set actions for further improvement regarding key metrics
  • Captured key metric data and key stakeholder insights to refine incident management processes and address recurring issues
  • Arranged education and feedback mechanisms including customers and team members to drive continuous improvement
  • Resolved and closed over 50 backlogged incidents by coordinating and scheduling bi-weekly follow up RCA assessment meetings on incidents generated via various mandated projects.

ITSM Analyst - Contract - On Site

CANADIAN TIRE CORPORATION
05.2018 - 02.2020
  • Executed and managed problem management lifecycle for 5 subsidiaries of Canadian Tire, ensuring quality and effectiveness in prevention or minimization of reoccurring incidents and vulnerabilities impact
  • Managed and facilitated regular key Post Incident / Post-mortem Review (PIR) and Problem Record Count (PRC) meetings resulting from major P0/P1 incidents, delivering, and driving root cause investigation, permanent fixes, workarounds and analysis on reoccurring incidents and vulnerabilities, resolving in sending executive styled reports to senior management
  • Partnered with Scrum Agile ‘Fire Team’, on executive mandated improvement project for subsidiary, related to Microsoft Dynamic AX environment
  • Used problem management processes, allowing team to complete corrective measures and deployments ahead of major deadline
  • Designed and developed documentation that clearly outlines the incident processes, procedures, and best practices, ensuring the documentation is easily accessible to all practitioners, including detailed process guides, standard operating procedures (SOPs), and job aids
  • Led project work packages and technical resources related to multiple Canadian Tire Retail distribution centres’ wireless upgrade project, completing within agreed timeframes
  • Managed and addressed an aging problem ticket backlog of 30 outstanding problem investigations
  • Lead the proposed plan working with ITIL guidelines, here is a proposed plan I executed to address the issue of an aging incident ticket backlog:
  • Reviewed, prioritize and categorized existing ticket count, establish Service Level Agreements (SLAs) for different types of tickets, set realistic priorities on existing tickets specifying response and resolution times, collaborated with cross functional teams conducting regular review meetings of the ticket backlog with service owners to identify any tickets that are no longer relevant or have become obsolete or resolved.
  • Researched and adopted new technologies to add value to existing offerings.
  • Assessed data modeling and statistics to integrate high-level business processes with data rules.

Application Specialist - Permanent - On Site

BELL CANADA
01.2012 - 02.2018
  • Delivered service delivery management functions as outsourced IT service provider
  • Conducted incident and problem management lifecycle, applying root cause analysis to identified problems and major incidents impacting multiple clients’ network infrastructure and software application environments
  • Performed full incident lifecycle process: logging, categorizing, prioritizing, impact determination, and closure, with root cause follow-up
  • Presented results to relevant parties
  • Lead and managed the implementation and continuous improvement of ITSM practices within the clients’ organization, which involved: -
  • Assisting in defining and aligning with business strategies and objectives, assessing the current ITSM practices, establishing ITSM governance and assigning roles and responsibilities, designing process workflows, configuring and implementing a new ITSM bespoke tools, developed training programs for ITSM process owners and staff, and fostering a culture of continual improvement using user feedback and suggestions mechanisms
  • Regularly review and analyze incidents and their resolutions to identify areas for improvement and share lessons learned.
  • Managed effort of software and hardware upgrades and deployment of new services and products.
  • Trained staff on proper use of systems and conducted orientation seminars.
  • Created manuals and published guidelines for proper use of systems.
  • Devised technical strategies, created system designs and developed presentation materials for applications.

EVLAN and VoIP Engineer

LONDON FIRE AND EMERGENCY PLANNING AUTHORITY
01.1997 - 01.2011

Education

Bachelor of Engineering (BEng) - Electrical And Electronic Engineering

South Bank University
London, UK

Higher National Certificate (HNC) - Electronic and Computer Engineering, Business and Technology

Diploma - undefined

BTEC - Electronics

Waltham Forest College

ITIL Version 2, 3, And 4, Foundation Certification -

ITIL
Toronto, ON

Computer Networking

Cisco Certification, 640-863 CCDA, 640-802 CCNA,
Derahdun, India

PRINCE 2, Project Management Foundation
London, UK

Skills

  • ITIL Process Design and Development
  • Technical Competencies
  • ITSM Tools:
  • ServiceNow, JIRA, Remedy, ITSM processes
  • ITIL Processes: CSI (Continual Service Improvement) and Incident, Problem, Request, Change, Event Management
  • Operating Systems / Platforms: Mac OSX, Microsoft Windows, 2000-2019 server, Windows 10, Linux (Ubuntu), Cisco CatOS, IOS, Platform as a Service (PaaS)
  • Networking Protocols: TCP, IP, IPv4, IPv6, OSPF, BGP, IPsec, MPLS, DHCP, DNS, LDAP, FTP, SNMP, SSH, Telnet, 80211
  • Applications and Languages: Microsoft O365, MS Teams, Word, Excel, PowerPoint, Cisco CLI & IOS, SQL, MS Command line, HTML, Python
  • Project Methodologies: PRINCE2, Cisco PPDIOO Lifecycle, SDLC Lifecycle, ITIL Service lifecycle, AGILE
  • Hardware: Cisco Catalyst 6500-6800, 4500-9500, Nexus 7000, HP ProLiant, HP Laptop DELL blade servers, DELL Laptops, IBM Mainframes
  • Strategic Planning
  • Incident Reporting
  • Team Meetings

Timeline

ITSM Analyst

BALLYS INTERACTIVE, formerly Gamesys
07.2021 - 03.2023

Senior ITSM Specialist - Contract - Remote

MACKENZIE INVESTMENTS
04.2020 - 05.2021

ITSM Analyst - Contract - On Site

CANADIAN TIRE CORPORATION
05.2018 - 02.2020

Application Specialist - Permanent - On Site

BELL CANADA
01.2012 - 02.2018

EVLAN and VoIP Engineer

LONDON FIRE AND EMERGENCY PLANNING AUTHORITY
01.1997 - 01.2011

Bachelor of Engineering (BEng) - Electrical And Electronic Engineering

South Bank University

Higher National Certificate (HNC) - Electronic and Computer Engineering, Business and Technology

Diploma - undefined

BTEC - Electronics

Waltham Forest College

ITIL Version 2, 3, And 4, Foundation Certification -

ITIL

Computer Networking

Cisco Certification, 640-863 CCDA, 640-802 CCNA,

PRINCE 2, Project Management Foundation

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