Senior Organizational Change Consultant, PMP

• Oct 2018 - Present

IT Project Manager Consultant

• Dec 2017 - Sep 2018

Office 365 migration: - Corporate email & network ID standardization, - Intune Exchange Admin Center deployment, - Office 365 Pro-Plus & MFA roll-out IT Service Management ITIL process & ServiceNow implementation: - Vendor selection and ongoing engagement - Incidents & Service Requests - Knowledge base - Change Management - Problem Management - Self-Service portal and mobile app Phone System migration to TELUS T2C Office 365 migration: - Corporate email & network ID standardization, - Intune Exchange Admin Center deployment, - Office 365 Pro-Plus & MFA roll-out IT Service Management ITIL process & ServiceNow implementation: - Vendor selection and ongoing engagement - Incidents & Service Requests - Knowledge base - Change Management - Problem Management - Self-Service portal and mobile app Phone System migration to TELUS T2C

IT Operational Efficiencies Consultant

• Mar 2015 - Oct 2017

PROJECT MANAGEMENT / BUSINESS ANALYSIS: Played a dual role as a PM & BA for the scoping and implementation of: - ITIL Service Management processes for Change, Service & Incident management - IT Service Catalog - Service Now Express ticketing system (Retiring of Manage Engine) - Corporate Extranet (Replacing Dropbox & Box.com) - Cisco Emergency Responder, CER 911 implementation - SAP Cloud Service - Fiori app for Purchase Reqs and AFE approvals PEOPLE LIFECYCLE MANAGEMENT - Redesigned process followed to notify required departments of onboarding / staff change / off boarding activities throughout the organization - Implemented new forms and workflow automations leveraging SharePoint & Nintex functionalities to automate the notification & reporting of staff lifecycle activities ITGC & PROJECT CONTROLS - Documented internal processes required to facilitate the quarterly access control audit requirements - Implemented a formal IT Projects Methodology in compliance with Project controls - Worked with Internal Audit & the Director of IT to address & close deficiencies identified during the Security & Project Controls audit SCORECARD & REPORTS - Worked with the Director of IT to implement a set of metrics & reports for the monthly executive scorecard - Established clear KPIs around IT service management and reported monthly to the IT Management team on results and variances - Developed progress report on internal audit deliverables, reviewed monthly with the VP of HR and the CEO

IT Project Manager Consultant

• Oct 2012 - Jul 2014

- Facilitated the strategy development to execute on end to end design, test, deployment and support plans for Incident Management, Service Request Fulfillment, Service Catalogue and Change Management - Managed the implementation of the new IT ticketing system HEAT Enterprise - Developed & executed the Organization Change Management plan - Implemented KPIs and reports to monitor progress and proactively take measures to sustain the adoption of the new process - Facilitated the strategy development to execute on end to end design, test, deployment and support plans for Incident Management, Service Request Fulfillment, Service Catalogue and Change Management - Managed the implementation of the new IT ticketing system HEAT Enterprise - Developed & executed the Organization Change Management plan - Implemented KPIs and reports to monitor progress and proactively take measures to sustain the adoption of the new process

Project Manager

• Apr 1998 - Jul 2011

PROJECT MANAGEMENT (Jan 2008-July 2011) - Managed cross-functional and geographically diverse teams of developers and operational subject matters experts to create a number of web-based applications to meet business requirements and streamline processes - Facilitated headcount & budget transfer negotiations with VPs, and consulted with HR & Legal to coordinate org restructure efforts between 2 TELUS entities - Managed the systems readiness & implementation of changes required to accommodate for the implementation of the HST in ON, QC & the Maritimes provinces. CULTURAL CHANGE & COMMUNICATIONS (Apr 2002-Dec 2007) - Develop and execute organizational change management, communication and training strategies for multiple interdependent projects, based on ADKAR principals TEAM MANAGER (Apr 1998-Mar 2002) - Managed day-to-day operations of Inside Sales & Customer Service teams - Quality Call Monitoring