Experience

The Corporation of the Town of Ajax

• Canada
• Government Administration
• 200 - 300 Employee

• IT Project Manager/ Business Analyst

  • Aug 2022 - Present



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Delivery Project Manager

  • Jan 2001 - Aug 2022

  Project Management of custom, complex customer high availability Information Technology solutions. Key Achievements: • Promoted from Project Manager in March 2010. • Managed a variety of cross functional team members across various countries and time zones including IT Service Managers, System Administrators, Software Developers, other Project Managers, Solution Architects, Procurement and IBM Business Partners. • Worked closely with Technical Solution Designers and Architect… Show more Project Management of custom, complex customer high availability Information Technology solutions. Key Achievements: • Promoted from Project Manager in March 2010. • Managed a variety of cross functional team members across various countries and time zones including IT Service Managers, System Administrators, Software Developers, other Project Managers, Solution Architects, Procurement and IBM Business Partners. • Worked closely with Technical Solution Designers and Architect SMEs to facilitate customer contracts and requests. I reviewed and analyzed customer issues for gaps and potential improvements. • Controlled financial indicators, measurements, costs, revenue objectives and budgets, including the sourcing missed revenue of over $510,000 across three projects I acquired, as well as identified and resolved a financial reporting issue to eliminate a $700,000 revenue variance. • Proactively engaged in business process improvement to shorten lead times by 30% and to smooth process flow. • Ensured compliance with Security Policies, Business Controls and Business Conduct guideline requirements to maintain a positive audit posture for myself, my customers and my vendors for all facets of the project. • Monitored contractual compliance by company employees with established procedures and provided guidance on contract matters • Led, and participated in, risk, problem and crisis management. • Assumed responsibility for troubled and at risk contracts. Brought customer satisfaction from “red” status to “green” status on four troubled projects. • Received six “A” ratings (highest) and one “B” rating on randomly sampled project audits. • Winner of the “IBM Bravo”, “Manager’s Choice” and “Thank You!” awards • Assisted in rolling out two new vendor data centres and trained vendor staff on customer engagement process. • Assisted in hiring process and was primary trainer for all newly hired Project Managers to the team. Show less



Triversity

• Software Development

• Technical Support Analyst

  • Mar 1999 - Jan 2001

  Promoted from Customer Support Analyst - Provided technical solutions on all 2nd level customer inquires and issues to the call centre in a timely and effective manner. Key Achievements: • Proposed, researched and implemented a Knowledge Database to consolidate documentation and shorten the time to resolve customer tickets. • Proposed and instituted technical documentation including writing a departmental manual used for training. • Facilitated the training of all new hires to… Show more Promoted from Customer Support Analyst - Provided technical solutions on all 2nd level customer inquires and issues to the call centre in a timely and effective manner. Key Achievements: • Proposed, researched and implemented a Knowledge Database to consolidate documentation and shorten the time to resolve customer tickets. • Proposed and instituted technical documentation including writing a departmental manual used for training. • Facilitated the training of all new hires to the department. • Winner of a Customer Services Award Show less



Robert Half

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Payroll/Credit Management

  • Feb 1995 - Mar 1999

  Credit Manager Responsible for the accounts receivable management of over 940 client accounts as well as reviewing and approving credit requests for new business. Key Achievements: • Suggested, designed and implemented special billing processes to ensure timely payment of non standard accounts. • Trained all new internal employees on the payroll and credit department functions. • Supervised replacement Credit Manager for a co-worker’s maternity leave. Payroll Coordinator… Show more Credit Manager Responsible for the accounts receivable management of over 940 client accounts as well as reviewing and approving credit requests for new business. Key Achievements: • Suggested, designed and implemented special billing processes to ensure timely payment of non standard accounts. • Trained all new internal employees on the payroll and credit department functions. • Supervised replacement Credit Manager for a co-worker’s maternity leave. Payroll Coordinator Responsible for completing weekly payroll. Key Achievements: • Managed approximately 1000 temporaries employed by Robert Half Canada in all facets of the payroll function. • Trained all new internal employees on the payroll department process and procedures. • Issued record of employments, and maintained payroll records and files. Show less