IT Change Manager

• Aug 2021 - Present

IT Change Manager

• Aug 2021 - Present

Junior Customer Success Manager

• Sep 2020 - Aug 2021

IT Change Manager

• May 2016 - Aug 2020

• Reviewing changes for process compliance, generating the required change metrics. • Building and maintaining the Forward Schedule of Change; • Integrating new changes into the existing change schedule; • Facilitate/assist resolving conflicts in the schedule, and negotiating adjustments with the relevant parties; • Ensuring the Change Owner properly documents details in the change record; • Monitor that change records are closed within criteria; • Monitor the issues encountered during the implementation of a change are properly documented in the change record; • Reviewing failed and cancelled changes to identify the cause for the failure or cancellation; • Coordinate and chair CAB and Emergency ECAB meetings as required • Keep customer and IBM Change tools synchronized. Show less

1st LOM – Air Canada Human Resources (Client Account)

• Oct 2011 - May 2016

• Integral role in the launch of the mission as Project Manager in August 2012 • Participated in 6 weeks of Knowledge Transfer at Client Head Office • Performed E2E Recruiting for the new Team • Applied 12 weeks of Knowledge Transfer in Training (PeopleSoft) new Team • Successfully lead the Team in achieving all Contractual Agreements • Perform (Recruiting E2E) & Manage Staff (Performance Assessment / Coaching) • Lead Streamlining Projects & Maintained effective communication to improve working relationships within IBM and the Client • Delivering Quality Control for continuous positive Client/Customer satisfaction, as supported by IBM SJ strong reputation with the Client. • Present the Team’s performance to the IBM & Air Canada Management Team • Performed various internal process audits to ensure the Team’s consistency with process knowledge Show less

Team Lead – USA Parts Centre (Client Account)

• Jan 2014 - Apr 2016

• Integral role in the launch of the mission as Project Manager in January 2014. • Integral role in the launch of the mission as Project Manager in January 2014.

Team Lead – Hudson’s Bay Company (Client Account)

• Oct 2008 - Dec 2011

• Integral role in the launch of the mission in Feb 09• Participated in 4 weeks of Knowledge Transfer at client site• Applied Knowledge Transfer in the Recruiting and Training of the new Team• Successfully lead the Team in achieving Contractual Agreements• Maintain effective communication and improve working relationships within IBM and the Client • Performed Quality Control for continuous contribution to positive Client/Customer satisfaction. Present the Team’s performance to the IBM & HBC Management Team• Performed internal process audits to ensure the Team’s consistency with process knowledge• Work closely with the corporate mission on projects relating to the increasing the effectiveness of the business unit. Show less

Team Lead – Technical Services & Weekend Operations

• May 2004 - Oct 2008

• Ongoing coaching/mentoring on Quality Call Observation & process doc.• Direct customer interfacing by assisting with customer escalations and providing feedback for meetings with stakeholders in the IBM TS organization.• Develop and implement tools, processes and education packages that increase productivity and gain efficiencies for IBM Saint John and the client. • Manage core business matrix and skills for a multi-skilled team on a daily basis. • Schedule, lead and manage the daily operations of a team by coaching, motivating, solving process related problems and distributing workload. Show less