SUMMARY:

• Seasoned IT professional with over 15 years of experience in IT Project Management, Service Delivery, Infrastructure and Enterprise Security Management, Data Security, and Identity Access Management, ITSM Service, Release and Change Management, full cycle Contract and Vendor relations management with focus on ITIL fundamentals, practices, and principles. Ability to identify cross - functional requirements and drive long term value by aligning project activities and outcomes with corporate and/or business strategy. In addition, over 10 years of experience in retail management with strong concentration in customer service management and . Personable and skillful in business relationships through expert negotiations in vendor management & governance of contracts with an ability to work collaboratively producing lasting relationships and positive outcomes.
• Implemented new tools and technologies ranging from $100K - $4M total cost of the program rollout
• Strategic & Tactical planning, Project execution, Scope management, Schedule management, Estimations & budget management, Stakeholder management, Vendor & Partner management, Risk Management, Process optimization and Change management.
• Coordinated and managed SmartVoice roll out program
• Supported team in designing call flows for multiple projects on the go, per customer business requirements.
• Managed project status in Salesforce and updated stakeholders & expedited resolution of project issues.
• Managed stakeholder expectations and communications pertaining to project scope and deliverables.
• Supported technical team in preparation for deployment.
• Conducted project kick-off meetings and defined project objectives and scope alignment with strategic goals.
• Managed project schedules, metrics, dependencies & risks. Stored, managed, and administered MS Project files on the SharePoint site.
• Reviewed & analyzed project status and reconciliation reports. Managed budgeting and forecasting tasks.

PROFESSIONAL EXPERIENCE:

Project Manager - Cyber security

Confidential

Responsibilities:

• Developed project management framework, appropriate for the cyber security needs of the Firm.
• Coordinated with cross-functional project teams across the organization to plan, coordinate and manage multiple cyber security projects ranging from security controls implementation, policies, and process improvements.
• Conducted multiple POC’s/POV’s for newer Tools & Technologies to create a timely and robust modern workspace. Contribute to the development of plans, new ideas and approaches for implementing new technologies to improve enterprise cyber security posture.
• Collaborated with a variety of stakeholders and other subject matter experts, including the Information Technology team to apply project structure and to drive multiple initiatives forward.
• Created and maintained project documentation, plans, schedules, and timelines, including project charter. facilitated meetings and workshops and communicated project milestone progress regularly.
• Balanced cyber security and business issues and communicated appropriately with both cyber security and business experts, managing project performance and ensuring timely deliverable execution. Managed organizational change in a complex and dynamic environment.

Project Manager/Coordinator

Confidential

Responsibilities:

• Managed and coordinated multiple projects, prepared all appropriate Project Management Plans, scheduled team meetings, workshops, events.Attended and scribed for meetings and workshops, maintained action registries, meeting minutes, and project notes.
• Assist in the setup and facilitation of the meetings (i.e., write on flip charts, help coordinate break out groups etc.) and team communications including announcements, PowerPoint presentations.
• Compiled project status reports and metrics for the Senior Management.
• Entered tasks into the project management plan (MS Project). Stored, managed, and administered Project files on Salesforce and the SharePoint site.
• Project analytics, problem-solving and solution-oriented work style, Confident decision-making.
• In-depth proficiency with new technology trends and passion for constant, continual learning.
• Personable and skillful in business relationships through expert negotiations in vendor contract management & governance of contracts with an ability to work collaboratively.

Entrepreneurial Sabbatical

Confidential

Responsibilities:

• Organized bank financing and liaised with the business adviser, the lawyer, and the accountant for establishing this business. Completed new concept Café renovation project within budget.
• Managed day to day running of the business, offering face to face customer service, promoting loyalty program and active sampling, placing orders, completing stock inventory, and handling all human resource issues and dealing with customer queries and complaints. Also built social media to promote business and highlight community involvement, specials events and offers.

Technical Helpdesk Analyst

Confidential

Responsibilities:

• Managed multiple projects from concept through to completion. Ownership of managed services products, including phone & Wi-Fi, during the implementation & post implementation phase, provide proactive and professional support to customers & collaborate with other departments. Provided high touch customer service experience during all phases of service implementation.
• Managed cloud storage, hosted and managed services at Shaw Communications making use ofWorked as a direct liaison for customers to help design call flows analyzing their business requirements to identify and manage service expectations.
• Defined customer needs and applied them to technical standards for an excellent long term customer experience, promote and represent Shaw Business in a positive manner.

Finance & Treasury; Application Support Analyst

Confidential

Responsibilities:

• Accountable and single point of contact for managing service delivery contract pertaining to Managed Security Services and enterprise security related incidents, service level agreements and continuous service improvement, availability, and performance.
• Developed and Improved processes (security policies, directives, and procedures) in service and delivery and enhanced layout & structure of vendor reporting and matrix. Developed RACI and Vendor Performance Scorecard and Improved SLA targets from 55.32% to 94.44% in 5 months.
• Liaised with Internal Network team and Managed Security Services Vendor (TELUS) on incident alerts & vulnerabilities detected in McAfee Console & Arcsight to manage and expedite implementation of preventative & remedial security measures and controls such as firewall configuration & rule changes.
• Managed Group ITSM - BMC Remedy queue and provided focus for SLA management for adherence to agreed service level expectations for response and resolution times and greater customer satisfaction across the relevant customer base. Follow up on server patch implementation with governance and server team. Also, participated in change advisory board (CAB) meetings for implementing system changes. Conduct audits on results and matrix.
• Created, modified, and deleted user accounts, generic a/cs, AD security groups, new shared network folders & setting up security permissions using AD groups in Active Directory, Windows & UNIX servers, Ldap and Oracle and Oracle Identity Management (IdM), Sybase and MS SQL databases.