THE OPS ROOM

Founder

THE FAFF SLAYER | Systems for changemakers, rebels & impact-focused folks to unlock ease+joy in a world that needs you most | Speaker | Author of Paradigm Playground 🖖🏼

I bring together your people, processes, and platforms (tools) to create a beautiful symphony rather than something a bored/cranky toddler does on pots and pans. 

[The verbiage is a work in progress. I outgrew what I was and haven't yet replaced it with what I am. However, I'm also not keeping boxes I don't need/want "just in case." Watch this space!]

Asmara Kazmi

Restore Island Rail Society

Department of National Defence

As a natural progression of successful work, the data management and reporting system ROE was better than expected.  As a result I now oversee Service Level Management, Business Analysis, Capacity Management, Compliance Management, Availability Management, Service Catalog Management, and Problem Management.  That includes all Reporting, Asset Tracking, Capacity Analysis, SLA Management, Contract Management, Configuration Management, Change Management and Continual Service Improvement for the Pacific Region of Canada.

Continuing to roll the CSI program, I implemented monitoring systems for information systems and basic data-science techniques to create exception reports for the specific people that deal with those types of issues to see at a glance.  I also implemented predictive stock and lifecycle management to mitigate the impact on shipping due to the pandemic and anticipated flux from annual or regular events.

in addition I tasked my team to build client and role based application portals that use cross-referenced information to ensure data entry is more consistent and useable in reporting lines, such as using a drop down or typed-searches.   These processes offloaded what I call "drinky-bird" tasks from the service provision lines, things like information export/import requirements between information systems, or updating your phone number and location.  These "Information Portals" provide process owners and responsible persons with methods to sensibly update information they are responsible for without long administrative processes, and more importantly, a dynamic reporting system tied to the "now" of who reports to who.   I had them make tools for everything from multi-phase Service Level Target reports to asset accountability and tracking tools.

Business Intelligence Manager

After laying the foundations of ITIL in the service desk it was a natural move to become the Service Level Manager.  The position title was originally Capability Development Officer but I had it changed to align the positions expectations contained in the Terms of Reference with its equivalent ITIL role.

So what have I done so far?  I have further refined the business processes I created in my last position and began measuring them to generate Business Intelligence.   This activity has proven so fruitful that I've founded a Continual Service Improvement (CSI) program based on multiple discoveries down several business lines.  In addition to the CSI program, I have drafted the terms of reference for a Service Management forum to provide a means for those with hidden knowledge of service delivery problem areas, or methods to greatly improve them, a venue to voice them.  This forum generated briefing notes and/or proposals for business improvements down the road.

Service Level Manager

When the opportunity to take over the help desk came up I applied right away.   I had a number of concerns with the Help Desk at the time and I felt I could bring a strong Client focus to the section and build a framework of governance to improve it.  Shortly after winning this position I installed an administrative and workflow control system that included knowledge Management, Policy and Standards enforcement and monitoring. Within only 6 months I had transformed a troubled Help Desk into a Regional Service Desk with over 3 times the staff and a much wider scope of Clientele. At the time of leaving this position I was heavily involved with the Enterprise IT Service Management initiatives in Ottawa and had been actively implementing ITIL based processes for over 4 years.  The wealth of IT Service based knowledge I gained from this position was invaluable, and has been put to use each day since.

Client Service Officer

Because of my strong programming and network automation skills I was brought into the Systems development section to program a standards based Account and Group management system that could be devolved to role based positions that were not IT in nature.  This tool had to be used by Clients but take actions on the network configuration with full logging.  This application went through vigorous application and usability testing.

Information Specialist Level II

When I released from the Canadian Armed Forces I had intended to move to Alberta to be closer to family, but DND offered me a position working as a Network Analyst in Victoria. As I really enjoyed the quality of life in Victoria, I accepted.  In this position I used my programming and scripting skills to automate many processes.  I helped engineer a working exchange based email system for intermittently connected ships through satellite network connections.  I also scripted a multi-threaded printer migration system when over 250 VLANs were being implemented so that both Server Print Queues and Client Printer associations were seamlessly updated as they came online.

Network Analyst & Engineer

I joined the Military to gain world experience and better my skills and abilities.  After 3 years of full time intensive technical training I became an Electronics Technician specializing in Communications based technologies.  This included Physical Networks, Cryptography, Multiplexing, RF and related Satellite systems.  My Military training also taught me Leadership, Safety and Risk mitigation, re-enforced Accountability, Responsibility, Reporting, and Public Speaking.  I was actively involved with initiating change to improve, stabilize, or re-engineering systems to bring broken systems to online status while at sea.  Received several awards.

Communications Technician

Vivid Studios

Contracting home computer business.  I started out programming small business applications (accounts receivable, delivery/pickup scheduling, and demonstration programs) on some of the early computers such as TRS-80, Apple IIE, and Commodore Pet.  As the Internet became wider known I began designing and hosting business's web sites until my Military career took me to the Gulf War.  It became necessary to pass my clients to industry associates.

Owner Operator

A highly effective Professional with over 35 years of experience using modern leadership techniques that energize and focus diverse teams into working collaboratively and continually improving.  

Experience includes 14 years in the Royal Canadian Navy as a Communication Technologist where I personally supported a multitude of very complex and security diverse communication systems in high pressure no fail sea and shore environments.  I’ve been awarded several times for innovation and continually recognized as a top performer.  When I submitted retirement papers in 2002 to stay put and start a family, I was offered a civilian position so I could continue to work for the Navy supporting the Pacific Coast Fleet’s IT infrastructure and raise my family in place with no need to move. 

21 years I working, supervising and managing every IT stream.  Those include infrastructure support for the formation campus’s and various on-ship, ship-to-shore and satellite systems, application development improving identity management, and asset tracking.   I helped establish a regional call center providing an enlightening view of systems integration and especially client engagement!  I was actively involved at the National IT strategy level to guide them toward a viable IT solution.   I was named lead on the pilot in the Pacific Region for a modern IT support system due to previous developments that we're ahead of other departments. I use modern inclusive management techniques, using only constructive approaches.   

I create efficiencies, eliminate waste work, improve service times, and built cohesive collaborative and engaged teams.  My unique and broad base of experience, education, and accumulated knowledge gives me an insight or a wisdom to see solutions others don’t see.

taplio

The Battle

Asmara Kazmi

Warren Skaalrud

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