Experience

Tykans Group Inc.

• Canada
• Information Technology & Services
• 1 - 100 Employee

• Director Of Operations

  • Jan 2020 - Present

• Senior Information Technology Analyst

  • Sep 2019 - Dec 2019



CGI

• Canada
• IT Services and IT Consulting
• 700 & Above Employee

• Director, Consulting Expert

  • Oct 2018 - May 2019

  Oversaw strategy and deployment of IPC service. Ensured quality of incident, problem, and change (IPC) services, and adhered to service level agreements (SLA). Provided guidance to service delivery managers and support teams on cross-functional services, specifically incident, problem, and change management. • Built and maintained effective long-term relationships and high levels of satisfaction with key senior-level decision makers and influencers, increasing open dialogue and reducing… Show more Oversaw strategy and deployment of IPC service. Ensured quality of incident, problem, and change (IPC) services, and adhered to service level agreements (SLA). Provided guidance to service delivery managers and support teams on cross-functional services, specifically incident, problem, and change management. • Built and maintained effective long-term relationships and high levels of satisfaction with key senior-level decision makers and influencers, increasing open dialogue and reducing potential for incidents. • Created demand for CGI IPC services, raising profile with client by promoting talent pool, technical and language skills, and quality and agility of work. • Conducted regular status and strategy meetings with client's senior management, understanding needs and linking to CGI services strategies. Consulting Expert 2018 • Provided knowledge and expertise IPC in analyzing data and challenges on metrics to get to green, identifying highly probable causes (process, people, and technology) and recommending feasible solutions. • Took on IPC SDM role and responsibilities when previous member left organization. Developed and strengthened relationships with key stakeholders internally and with client, in addition to existing role and responsibilities. • Developed presentation deck on IPC gaps and improvement framework and plan based on high-level requirements and collected information via daily meetings with members representing areas. • Organized, scheduled, and facilitated daily meetings, identifying gaps and improvement opportunities and working with small team on achieving mini project goals. • Assessed client feedback and developed deck with proposal for hybrid structure / model (Suncor problem management hybrid model) that would meet needs for maturity of problem management deliver better value to client expectations as part of contract.

• CGI Problem Management Lead - Western Canada – Energy Sector

  • Jan 2017 - Oct 2018

  Problem Management Lead, Suncor Corp 2018 • Improved / refined and agreed upon existing problem management process and methodology and defined roadmap to move from current state to end state by working with Suncor Corp and CGI offshore team. • Developed roadmap covering 3 key phases to deploy end-to-end problem management program, driving consistent practices across CGI team. • Created and executed 100-day action plan, delivering action items and acquiring client… Show more Problem Management Lead, Suncor Corp 2018 • Improved / refined and agreed upon existing problem management process and methodology and defined roadmap to move from current state to end state by working with Suncor Corp and CGI offshore team. • Developed roadmap covering 3 key phases to deploy end-to-end problem management program, driving consistent practices across CGI team. • Created and executed 100-day action plan, delivering action items and acquiring client sign-off. • Identified root causes and recommended solutions to prevent recurrences through engagement and involvement in high-profile problem investigations, most notably, Denver Refinery, FPSO, and Rack25. Problem Management Lead, Suncor Downstream 2018 • Worked with Suncor Downstream and CGI Operational team, Compugen, and problem management team, provided monthly and interim monthly data in presentation format, and told story behind data, identifying systemic trends, executing on opportunities consistently year over year, and reducing incident volume by 5% or greater. • Reduced incident volume of 31% in retail and 25% in wholesale compared to annual average by analyzing available incident, identifying potential causes, and applying cost-effective solutions. • Cross trained another team member to take on backup duty, developing continuous improvement opportunities and reducing incident volume by analyzing data and deficiencies. Problem Management Lead, CGI Corp 2017 • Worked closely with CGI as part of EPM team in problem investigations where knowledge and expertise was needed. One case of interest was PSA-HRSC investigation for intermittent latency experienced by super-users in various countries throughout the world. • Provided interim solution to users by using methodical approach and collaboration of IT disciplines and key resources, isolating root cause, identifying and rectifying through configuration change.



Cenovus Energy

• Canada
• Oil and Gas
• 700 & Above Employee

• IT Management Consultant

  • Nov 2013 - Oct 2015

  IT Problem Manager, Contract • Developed and implemented problem management process, ServiceNow as tracking tool and repository for investigations, including Known Errors, providing training to internal and external staff. • Established and chaired problem advisory board, escalation and accountability channel, resolving “gaps / breakages” and enhancing decisions based on accurate and timely information. • Generated problem management governance model, providing “end to end” structure… Show more IT Problem Manager, Contract • Developed and implemented problem management process, ServiceNow as tracking tool and repository for investigations, including Known Errors, providing training to internal and external staff. • Established and chaired problem advisory board, escalation and accountability channel, resolving “gaps / breakages” and enhancing decisions based on accurate and timely information. • Generated problem management governance model, providing “end to end” structure for process efficiencies, escalations, and accountability of roles. • Developed and introduced key performance indicators to continually improve value and benefit with consistent successful results, achieving reduction of critical incidents and 100% success in root cause to fix ratio. • Guided and directed members on various root cause analysis techniques, identifying direct, contributing, and root causes and feasible solutions, including technology, process and procedures, and training. • Promoted and became face of problem management, advocate, and respected voice within IT, business, and external parties, increasing business and IT stakeholders’ confidence. • Engaged and involved with key process, including incident, change, and project management, ensuring problems were managed and investigated for root causes and permanent fixes to mitigate business impact and system confidence. Show less IT Problem Manager, Contract • Developed and implemented problem management process, ServiceNow as tracking tool and repository for investigations, including Known Errors, providing training to internal and external staff. • Established and chaired problem advisory board, escalation and accountability channel, resolving “gaps / breakages” and enhancing decisions based on accurate and timely information. • Generated problem management governance model, providing “end to end” structure… Show more IT Problem Manager, Contract • Developed and implemented problem management process, ServiceNow as tracking tool and repository for investigations, including Known Errors, providing training to internal and external staff. • Established and chaired problem advisory board, escalation and accountability channel, resolving “gaps / breakages” and enhancing decisions based on accurate and timely information. • Generated problem management governance model, providing “end to end” structure for process efficiencies, escalations, and accountability of roles. • Developed and introduced key performance indicators to continually improve value and benefit with consistent successful results, achieving reduction of critical incidents and 100% success in root cause to fix ratio. • Guided and directed members on various root cause analysis techniques, identifying direct, contributing, and root causes and feasible solutions, including technology, process and procedures, and training. • Promoted and became face of problem management, advocate, and respected voice within IT, business, and external parties, increasing business and IT stakeholders’ confidence. • Engaged and involved with key process, including incident, change, and project management, ensuring problems were managed and investigated for root causes and permanent fixes to mitigate business impact and system confidence. Show less



itSMF Canada

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Practitioner’s Forum Host and Facilitator

  • 2010 - 2015

  • Developed and implemented, from idea and vision information technology service management forum (itSMF) problem management practitioner’s forum (ITIL based), in Calgary for problem managers to share knowledge and experience, strengthening user community. • Hosted and facilitated sharing of information and experiences between like-minded practitioners, providing opportunity for networking and growing level of knowledge of participants. • Planned and expanded practitioner’s forum to… Show more • Developed and implemented, from idea and vision information technology service management forum (itSMF) problem management practitioner’s forum (ITIL based), in Calgary for problem managers to share knowledge and experience, strengthening user community. • Hosted and facilitated sharing of information and experiences between like-minded practitioners, providing opportunity for networking and growing level of knowledge of participants. • Planned and expanded practitioner’s forum to extend to incident management, service catalogue, and portfolio management, as well as change management, increasing audience attendance, participation, and interest. • Built strong relationships and trust with fellow colleagues, receiving input and ideas, maximizing individual and group output and potential, and driving potential future agenda items and topics for discussion. Show less • Developed and implemented, from idea and vision information technology service management forum (itSMF) problem management practitioner’s forum (ITIL based), in Calgary for problem managers to share knowledge and experience, strengthening user community. • Hosted and facilitated sharing of information and experiences between like-minded practitioners, providing opportunity for networking and growing level of knowledge of participants. • Planned and expanded practitioner’s forum to… Show more • Developed and implemented, from idea and vision information technology service management forum (itSMF) problem management practitioner’s forum (ITIL based), in Calgary for problem managers to share knowledge and experience, strengthening user community. • Hosted and facilitated sharing of information and experiences between like-minded practitioners, providing opportunity for networking and growing level of knowledge of participants. • Planned and expanded practitioner’s forum to extend to incident management, service catalogue, and portfolio management, as well as change management, increasing audience attendance, participation, and interest. • Built strong relationships and trust with fellow colleagues, receiving input and ideas, maximizing individual and group output and potential, and driving potential future agenda items and topics for discussion. Show less



ENMAX

• Canada
• Utilities
• 700 & Above Employee

• IT Problem Manager

  • Aug 2009 - Mar 2013

  • Eliminated errors in IT infrastructure, systems, and applications, and minimized or prevented adverse impact on business, stabilizing infrastructure and technology environment. • Implemented permanent solutions, removing root causes with 100% success and business satisfaction. • Researched, organized, and facilitated Problem Investigations Cause Mapping Workshops for (IT and business) staff, promoting increased knowledge in technique used worldwide for problem investigations, cause… Show more • Eliminated errors in IT infrastructure, systems, and applications, and minimized or prevented adverse impact on business, stabilizing infrastructure and technology environment. • Implemented permanent solutions, removing root causes with 100% success and business satisfaction. • Researched, organized, and facilitated Problem Investigations Cause Mapping Workshops for (IT and business) staff, promoting increased knowledge in technique used worldwide for problem investigations, cause mapping of events, and identification of root causes and solutions, and producing matrix capturing risk and probability. • Developed and introduced problem management key performance indicators, improving value and benefit of service management process with consistent results and achieving reduction of major incidents and increase in resolution rate.

• Relationship Manager

  • Jan 2009 - Jul 2009

  • Promoted IT and Business alignment by marketing IT Service Management (incident, problem, change, availability, and capacity) processes’ values and benefits. • Fostered alignment and collaboration as liaison between information technology and business partners. • Evaluated various systems and applications for business and IT and led team in integrating contributions into best final product, delivering services and solutions to business.

• Service Delivery Lead

  • Feb 2008 - Dec 2008

  • Examined, investigated, and reduced incidents average life cycle from over 75 days to less than 10 days average. • Analyzed, promoted, and supported business unit processes with technology, using both off-the-shelf and custom designed software that resulted in labor savings of 30%. • Assessed, investigated, and resolved lengthy and complex IT infrastructure problems, reducing project resource waiting times and delays to deployment date. Achievement recognized by Inukshuk Award.

• Applications Support Team Lead

  • Jul 2006 - Feb 2008

  • Supervised ENMAX sustainment team, increased resource productivity and customer satisfaction 50%, and decreased application data integrity, customer issues, and defects to negligible. Adopted and promoted ITIL best practices as guidelines with team. • Ensured high stability of environment and applications and minimized impact on call center through involvement in initiatives, such as Route Re-structuring and EasyMax at Enmax. • Designed and built SharePoint site at Enmax, organizing all… Show more • Supervised ENMAX sustainment team, increased resource productivity and customer satisfaction 50%, and decreased application data integrity, customer issues, and defects to negligible. Adopted and promoted ITIL best practices as guidelines with team. • Ensured high stability of environment and applications and minimized impact on call center through involvement in initiatives, such as Route Re-structuring and EasyMax at Enmax. • Designed and built SharePoint site at Enmax, organizing all aspects of information sharing, from finding documents through to collaborating with version control and workflow. • Investigated and coordinated resolution of major customer loyalty and rewards program problems and implemented controls that mitigated exposure to reoccurrence of issues and resulted in 100% success rate. Achievement was recognized by Golden Hat Award.



Accenture Business Services for Utilities

• Environment Management Team Lead

  • 2002 - 2006

  • Supervised CIS environment team for Enmax and Gas South clients, ensuring high availability, stability, and performance on existing and migrated systems, applications, processes, interfaces, and other supporting core components. Success was driven and supported by ITIL best practices being followed. • Promoted and executed incident and problem management processes, improving availability, and decreasing incidents volume, critical incidents, and business impact. • Performed release… Show more • Supervised CIS environment team for Enmax and Gas South clients, ensuring high availability, stability, and performance on existing and migrated systems, applications, processes, interfaces, and other supporting core components. Success was driven and supported by ITIL best practices being followed. • Promoted and executed incident and problem management processes, improving availability, and decreasing incidents volume, critical incidents, and business impact. • Performed release, change and migration control coordinating responsibilities, based on ITIL framework. • Developed and conducted disaster recovery exercise planning, testing, and documenting for Enmax Gas South. • Evaluated, tested and deployed upgrades as releases became available for Banner, PVCS Version manager application, DOC1, Test Director and Win Runner, Genesis Framework and Workforce Manager applications, Edify IVR, Nuance Speech Recognition. • Created methodology standards and implementation guidelines for installation and development of software applications, such as PVCS Version Manager at ABSU.

• Call Center Technology Team Lead

  • 2002 - 2006

  • Managed and supervised Call Center Technology sustainment team, reducing after-hours maintenance calls and system abandonment 90% consistently over 3 years, and providing highly available system to customers and staff. • Developed business process flow diagrams and streamlined processes that were adopted and supported by technology support staff for call center issues resolution. • Created business case and project plan for implementation of call center IVR and speech recognition… Show more • Managed and supervised Call Center Technology sustainment team, reducing after-hours maintenance calls and system abandonment 90% consistently over 3 years, and providing highly available system to customers and staff. • Developed business process flow diagrams and streamlined processes that were adopted and supported by technology support staff for call center issues resolution. • Created business case and project plan for implementation of call center IVR and speech recognition applications upgrade, including designing network hardware standards, database, and operating system environments, and identifying interfaces and project timelines.



ENMAX

• Canada
• Utilities
• 700 & Above Employee

• Systems Analyst

  • 1998 - 2002

  • Coordinated with multi-company stakeholder’s deployment and installation of Banner application, forms server, with cross sectional departments, achieving 50% batch processing improvements, 95%+ application availability, and reducing response time 50%+. Ensured appropriate versioning and synchronized deployment. • Coordinated with multi-company stakeholder’s deployment and installation of Banner application, forms server, with cross sectional departments, achieving 50% batch processing improvements, 95%+ application availability, and reducing response time 50%+. Ensured appropriate versioning and synchronized deployment.