Olivier Abécassis, PMP, ITIL Expert, CBRM

Vice-President at IT Chapter & Vice-President at itSMF Canada

oabecassis@itchapter.com

Summary
Specialties:
- Senior consultant in IT Service Management with experience in designing, auditing and
implementing IT and QA management processes for banking, insurance and software industry.
- Senior project manager with experiences in industries such as banking, IT outsourcing, airline and
aeronautic.
- Trainer and conference speaker in Project Management (PMP, PRINCE2) , IT Service Management
(ITIL, ISO 20000), IT Asset Management (ITAM) and Business Relationship Management (BRM).
- Managing global and international projects with multiple stakeholders across many cultures in IT,
Service Management Operations and Quality Assurance.
- IT strategic resources head hunting.

Professional Certifications:
- CBRM (2016)
- BRMP (2015)
- PRINCE2 (2015)
- ITAM : CAMP, CSAM (2015)
- CPDE (2015)
- COBIT 5.0 (2014)
- TIPA (2013)
- ISO 27002 (2012)
- ITIL Expert (2011)
- COBIT 4.1 (2011)
- ISO 20000 Management Consultant (2010)
- ITIL Master / Service Manager (2007)
- Project Management Professional PMP (2003)

Memberships:
- President of itSMF branch of Montreal-Québec
- Vice-President of itSMF Canada
- Member of Project Management Institute (PMI Montreal Chapter)
- Member of the Order of Quebec Engineers

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Experience:
- 25 years of IT experience
- Broad base of experiences in Strategic IT Consulting, IT Service Management, IT Processes
Engineering, IT Project Management, IT Quality Management, IT Infrastructure, Service Desk
Operations, Application Development.

Conference speaker at itSMF Montreal (2013), PMI Montreal (2009), Project World UQAM (2005).

Experience
Vice President at IT Chapter
November 2003  -  Present
Principal Partner at IT Chapter : Consulting & Training for IT Service Management, IT Asset
Management, IT Project Management, IT Auditing, IT Quality Assurance & Testing; Business
Releationship Management.
• AIMIA - Quality Assurance strategy and coordination
• BDC - CRM & ERP systems selection
• Desjardins - Training of 1200 project managers and PCO with Microsoft EPM et Microsoft Project
Pro 2010 ;
• Federal Government Agency: Assessment of Service Asset & Configuration Management process
in HPSM, and SACM interfaces with Request Fulfillment, Service Catalog, Incident, Problem and
Change Management;
• Confidential Client: Verify and audit processes: Request Fulfillment; Incident, Problem; Change
and Release Management based on ITIL 2011, ISO 20000, ISO 15504;
• Confidential Client: Assess adequacy of ITSM tool SysAid functionalities with IT Operation
Management needs.

Vice-President at itSMF Canada

June 2015  -  Present
Member of Board of Directors for itSMF Canada, a world-wide non-profit organization promoting
best practices for the IT industry.

Senior Business Advisor at BDC

April 2016  -  December 2017 (1 year 9 months)
Consulting for CRM & ERP system selections and reviews of technology contracts.
From business requirements elicitation to RFPs and supplier contract reviews.

Senior QA Consultant at Aimia Inc

May 2016  -  June 2017 (1 year 2 months)
From QA strategy to test planning and coordination for Company wide Data Centres migrations and
Desktop upgrades.

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IT Service Management Consultant at Intact - contract for IT Chapter at Intact
August 2014  -  February 2015 (7 months)
- Design and improve IT Change Management process according to ITIL 2011;
- Assist in the deployment of the process improvement at Intact;
- Integrate the new process in HPSM tool.

Environment : HP Service Manager 9.3, ITIL 2011.

IT Service Management Consultant at Transat - contract for IT Chapter at Transat

April 2014  -  August 2014 (5 months)
- RFP Consulting for ITSM tool selection
- Change Management pilot scoping and planning

Environment : ServiceNow, ITIL 2011

Senior Process Consultant at TD - contract for IT Chapter at TD

November 2013  -  June 2014 (8 months)
- As part of TD Data Center Migration, enable 27 IT operational processes to transition from current
stage to target mode of operation, while remaining Sarbanes Oxley (SOX) compliant through the
whole migration period;
- Define and execute the transition strategy for all processes : perform inventory, gap analysis,
prioritize, establish schedule, run workshops, determine processes accuracy, update processes,
obtain sign-off, test and pilot, communicate process changes, roll-out processes, monitor and
improve;
- Ensure proper migration of processes and procedures while maintaining the integrity of TD
operations IT General Control (a.k.a. General Computer Controls - GCC).

Senior Consultant IT Service Management (contract) at Desjardins

October 2010  -  November 2013 (3 years 2 months)
- Develop Change Management, Release and Deployment Management, Service Testing and
Validation processes according to ITIL v3;
- Integrate the processes in HPSM tool and HP Release Control;
- Assist in the deployment of these processes in entities of Desjardins, in order for the organization
to deal with 30,000 Changes and seven Major Releases per year;
- Facilitate workshops for a team of 15 Subject Mater Experts and an extended team of 40 persons;
- Introduce new processes to management committees of Desjardins;
- Optimize the deployment process for the 400 branches, 900 service centers and 2,600 ATMs;
- Establish a dashboard for the VP Operations of time saved on monthly deployment, with the
associated Quality metrics.

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 Environment : HP Service Manager 9.30, HP Release Control, ITIL v3.

IT Director (contract) at Banque Laurentienne

October 2008  -  October 2010 (2 years 1 month)
- Manage the IT project to equip Banque Laurentienne branches with the new Microsoft Dynamics
CRM for Financial Advisers and Account Managers;
- Manage the integrated plan of infrastructure implementation, application development, tests, move
to production and deployment;
- Manage the suppliers of the solution Bell-Createch and CGI (20 persons) and manage an internal
team of 3 consultants;
- Budget of 8.200.000$ ;
- Present a dashboard of project progress to the steering committee;
- Run architecture committees.

Environment : Microsoft Dynamis CRM v4.0 ; banking systems; ETL ; VMware ; SAN ; Agile
methodology ; MS-Project.

Project Manager (contract) at Desjardins

September 2006  -  September 2008 (2 years 1 month)
Managing the Global Quality Assurance project for the move of Desjardins Bank to chip cards.
Budget of 7.6 M$ budget; team of 20 persons;
Environment : banking, acquire / issuer, Base 24, POS, ATM, VISA / MasterCard / Interac chip
cards, EMV 6.0 norm, certifications.

Senior Project Manager (contract) at IBM Global Services

April 2005  -  August 2006 (1 year 5 months)
Managing IT Infrastructure Projects for the Strategic Outsourcing - Air Canada account.
Budget of 1,2 M$; team of 20 persons; WAN; LAN; MQ Series; support operations; CUTE/MUSE
environment; international team; 2 strategic partners.

Project Manager - Transition at SITA

April 2000  -  April 2005 (5 years 1 month)
As Global Operations Project Manager:
- Managed the delivery of customer IT Service Support into SITA's Global Support Service
Centres;
- Delivery of support solutions for both external and internal customers;
- Focus on deploying Baggage Manager Support Services in 27 countries;
- Focus on Enterprise Application Interface projects.
- Focus on deploying Customer Relation Management software (Siebel) to SITA Helpdesks

Project Manager / IT Engineer at Hewlett-Packard

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September 1993  -  March 2000 (6 years 7 months)
- Project Manager in Knowledge Management for HP Support Centers
- IT Engineer for Supply Chain / Order Management

Electronic Engineer at Aerospatiale Missiles

September 1992  -  October 1993 (1 year 2 months)
Electronic simulation engineer for missile navigation system

Consultant - Developper at Steria

February 1992  -  August 1992 (7 months)
Software developer for AIR FRANCE International Agreements Management Application.
Environment : TELON, IBM 3090, DB2, COBOL 2.

Education
McGill University
Graduate Diploma in Management, Management, 2004 - 2009
Ecole supérieure d'Electronique de l'Ouest-ESEO ANGERS
Engineer, Information Technology, 1987 - 1992

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Olivier Abécassis, PMP, ITIL Expert, CBRM
Vice-President at IT Chapter & Vice-President at itSMF Canada
oabecassis@itchapter.com

Contact Olivier on LinkedIn

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