Technical Specialist

• Feb 2017 - Present

IBM Service Management Support / Business Analyst

• May 2011 - Sep 2016

Provide support of the IBM SM application for both Delivery Teams and Clients of the BC Government account (BCG) and BC Clinical & Support Services account (BCCSS, formerly known as HSSBC). Duties include providing support for issues and enhancements ranging from troubleshooting, analysis, requirements gathering, performing application configuration changes, recommending design and code changes, testing, coordinating and tracking changes, working with Clients, Development Staff, DBAs, and… Show more Provide support of the IBM SM application for both Delivery Teams and Clients of the BC Government account (BCG) and BC Clinical & Support Services account (BCCSS, formerly known as HSSBC). Duties include providing support for issues and enhancements ranging from troubleshooting, analysis, requirements gathering, performing application configuration changes, recommending design and code changes, testing, coordinating and tracking changes, working with Clients, Development Staff, DBAs, and Delivery, Reporting and Account Team representatives. • Worked with Clients, Delivery Teams and Vendors to roll out IBM SM for existing BCG contract with a client base of approximately 60,000 users and then later for new HSSBC contract (now BCCSS) with a client base of over 100,000 users across six individual Health Authorities. • Post implementation, facilitated and/or participated in over 300 Enhancements to improve reporting, functionality, performance, or processes for Delivery Teams and Clients for BCG and BCCSS accounts. Show less Provide support of the IBM SM application for both Delivery Teams and Clients of the BC Government account (BCG) and BC Clinical & Support Services account (BCCSS, formerly known as HSSBC). Duties include providing support for issues and enhancements ranging from troubleshooting, analysis, requirements gathering, performing application configuration changes, recommending design and code changes, testing, coordinating and tracking changes, working with Clients, Development Staff, DBAs, and… Show more Provide support of the IBM SM application for both Delivery Teams and Clients of the BC Government account (BCG) and BC Clinical & Support Services account (BCCSS, formerly known as HSSBC). Duties include providing support for issues and enhancements ranging from troubleshooting, analysis, requirements gathering, performing application configuration changes, recommending design and code changes, testing, coordinating and tracking changes, working with Clients, Development Staff, DBAs, and Delivery, Reporting and Account Team representatives. • Worked with Clients, Delivery Teams and Vendors to roll out IBM SM for existing BCG contract with a client base of approximately 60,000 users and then later for new HSSBC contract (now BCCSS) with a client base of over 100,000 users across six individual Health Authorities. • Post implementation, facilitated and/or participated in over 300 Enhancements to improve reporting, functionality, performance, or processes for Delivery Teams and Clients for BCG and BCCSS accounts. Show less

HP Service Center Developer / Specialist /Business Analyst

• 2004 - 2011

Provided support of the HP Peregrine Service Center application for both delivery teams and clients of the BC Government. Provided end-to-end support for issues and enhancements for the life of the tool. This included everything from troubleshooting, analysis, requirements gathering, configuration changes, application design, development, testing, implementation, change coordination, documentation, and training. • Worked with project team on initial implementation of Service Center… Show more Provided support of the HP Peregrine Service Center application for both delivery teams and clients of the BC Government. Provided end-to-end support for issues and enhancements for the life of the tool. This included everything from troubleshooting, analysis, requirements gathering, configuration changes, application design, development, testing, implementation, change coordination, documentation, and training. • Worked with project team on initial implementation of Service Center, working with Clients, Delivery Teams and Project Team to roll out the tool to the Ministry of Children and Family Development account (MCFD) and BC Government account (BCG). Duties were largely business related included requirements gathering, documentation and training. • Following implementation duties moved to full steady state support for issues and enhancements. Here duties expanded to full support; from troubleshooting and requirements gathering to designing, coding, testing, and implementing changes to the application. • Worked with Account Team and Clients on a number of Change Orders to bring additional client staff on to the Service Center environment (including MFD, OCO, MEIA and EHSC). This included configuring the application for clients and vendors as well as providing training and documentation.

Security Team Lead

• 2000 - 2004

Managed Security related activities and operations for the Ministry of Children and Family Development account (MCFD). This included leading, directing and supervising up to 10 analysts in the administration of access to approximately 5000 users on a variety of applications across Mainframe and NT/LAN environments. • Led the project to implement the Courion Password and Profile Manager applications. In addition to dramatically streamlining the password reset process for Security / ID… Show more Managed Security related activities and operations for the Ministry of Children and Family Development account (MCFD). This included leading, directing and supervising up to 10 analysts in the administration of access to approximately 5000 users on a variety of applications across Mainframe and NT/LAN environments. • Led the project to implement the Courion Password and Profile Manager applications. In addition to dramatically streamlining the password reset process for Security / ID Administration staff and up to 5000 Clients requiring resets, it provided exceptional Security control and reporting. • Worked with the Account Team to showcase applications, providing demonstrations to potential clients and ultimately winning the Workstation Support Services contract expanding the supported client base from 5000 to 30,000.

Security Admin

• 1995 - 2000