Bernard Goonting

ITIL Service Management Framework Consultant

Melbourne, 3101, Australia


ITIL Framework Design

6-Sigma & Kepner-Tregoe Methodologies

Continuous Service Improvement (CSI)

ITIL Framework Implementation


TO MEASURE IS TO KNOW A driven ITIL Service Management senior consultant with a 9 year proven track record at ITIL framework implementation and Kepner-Tregoe as well as Six-Sigma Problem Solving & Decision Making. I excel at driving & leading multi service provider Incident & Problem Management initiatives, leveraging the industry's best practices to drive improvements and enhancements.


Tun Abdul Razak University

I.T (Software Engineering) , I.T (Software Engineering)

August 2003 - August 2003

Klang High School

December 1999 - December 1999


SM Framework Senior Advisor

IBM Australia , Melbourne, Australia

November 2009 - November 2012

Senior advisor for the Service Management competency Framework implementation to the BHP Billiton integrated account. Spearheaded over forty (40) successful end-to-end transition (Enterprise & SAP) projects over a period of ~ 3 years. Led the SM competency Problem Management sub-team as the senior ITIL advisor/consultant in the enterprise wide CSI effort. Achieved the highest rate of closed Problem Records for the Wide Area Network service among all existing service providers

ITIL Framework
Problem Management
ContinuousnService Improvement
ITIL Subject Matter Expert

Royal Dutch Shell

September 2006 - October 2009

ITIL Incident Management and Problem Management subject matter expert & Process Owner for the Shell Global Account - Storage and Application Hosting Division Drove advanced Problem Management Root Cause Analysis for the poorest performing Technology service line of every quarter. Key player of the organization-wide Hosting Services 6Sigma projects achieving a streamlined organization-wide Root Cause Analysis implementation.

Six Sigma
ex: PHP
Technical Systems Engineer

Mesiniaga Berhad

August 2003 - August 2006

IBM Server Hardware, Software & Applications • IBM xSeries Servers Hardware Mounting, Cabling and Preparatory Networking, installation planning & Operating Systems configuration. • Configuring IBM Servers for Security, User Management and Server Policies. IBM BladeCenter technologies • Preparing and Planning for IBM BladeCenter Servers Hardware, Operating Systems, network & applications Installation. • Managing hardware, software & configurations upgrades of IBM BladeCenter Chassis. • Configuring Virtual LAN for IBM BladeCenter Server Environment (multi segment). • Patch Management for the IBM BladeCenter Firmware • Configuring, setup, implementation, planning, Disaster Recovery planning etc. RAID & High Availability (HA) • Hardware RAID Configuration (Multi Platform). • RAID Configuration Recommendations to customer and Justification/Reporting. High Availability for Server (Planning and Installation)

Technical Systems Management
Technical Project Planning
Project Management

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