• Business Relationship Management Program Stability Management Infrastructure Strategy
• Change Management Process Improvement
• Highly skilled and energetic bilingual English-French manager with 14 years of technology and solution implementation experience and 7 years of technical leadership, program/project management, change management, and business relationship management. Developed strategy and vision and oversaw business and technology processes with direct experience in full system lifecycle management using IT Service Management ITIL concepts and processes.
• IT Program and Technology Management - behind new process and procedure creation that improved users and Technology workflow with new emphasis on support, services, standards, and best practices.
• Technology infrastructure management - professional with extensive expertise in promoting adaptability necessary for a changeable environment and adherence to standards.
• Lead and motivate teams of professionals and managers on multiple projects across multiple channels.
• Technology production support - with responsibilities including production break/fix, stability, resiliency, problem management, operational change management, and software release management.
• Relationship Management - Establishes/maintains relationship with internal technology/line of business partners and external technology vendors and ensuring IT alignment with the business.

• Strategic Planning Enablement Team Building Direction Service Delivery ITIL Service Management Platform Stabilization Solution ROI Enterprise-Level Deployments Customer Responsiveness Support
• Program Project Management End to End Solutions IT Risk Management Budget Management
• Service Level Problem Management Vendor Management Fluent in English French

Help Desk Technician Lead Specialist

• Release Management Production Support Ensured that the various component projects of a particular software release meet the bank's needs and are brought together and released on time with high quality, and the overall release reflects the best choices amount scope, costs, and time for the bank. Responsible for managing all aspects of the end to end release process: Release Initiation, Planning, Management and Execution in alignment with Software Development Lifecycle phases for weekly/biweekly/monthly project releases.
• Relationship Management - Built and maintained strong relationships and closely worked with business stakeholders and technology leaders. Served as an interface with business functions and as trusted advisor to operational and business leaders. Owned customer engagement and ensured service excellence at all times.
• Program Management - Responsible for ensuring the successful technical delivery of a portfolio of projects including integration, cross channel impacts, and risk mitigation related to project and system dependencies from implementation through post release defect resolution activities.
• Change Risk Management - Responsible for Release Plan review and signoffs: Includes implementation plans, risk and mitigation plans, test plans and communication plans. Release estimation and Capacity planning and management. Coordinating and management of release validation, implementation processes, and close-out process management. Responsible for Release Performance, Status and Progress Reporting for senior management. Production support events prioritization and management by coordinating with various technology partners
• Communication and Continuous Improvement - Responsible for Release Invocation, communicating and coordinating with the various project stakeholders Analysis, Development, QA, Project Management, Architect, Configuration and Build Management teams on release milestones and accurate release statistics as per defined release process.

• Relationship Management Production Support - Built and maintained strong relationships. Worked closely with business stakeholders and technology leaders to understand their business, and helped identify and implement innovative ways to improve efficiencies. Served as an interface with business functions and as trusted advisor to operational and business leaders. Owned customer engagement and ensured service excellence at all times. Defined key strategies for the IT delivery model and aligned different business and IT strategies for enhanced productivity and stability. Accountable for the quality of the service delivered to the client. Managed daily technology production and facilitated daily production outages/issues resolution calls and meetings. Developed and implemented business and technology processes to ensure systems and infrastructure are stable for the Home Loans and Insurance division at the bank.
• Program Management - Managed initiative-based portfolio in a multi-matrixed environment. Oversaw all aspects of a program of IT projects and activities. Managed technology projects, including the CHP/Stargate project to virtualize the bank's Insurance applications, an integration project of many proprietary bank applications onto a standardized bank platform, and a project to create contingencies and test environments for many applications at the bank. Partnered with Program/Project Managers and subject matter experts Architects, developers, and infrastructure teams to create business requirements for technology solutions.
• Change Management - Initiated and authorized request for changes on activities related to the technology stability program. Managed and facilitated change management including requirements for a conglomerate of applications and

• enforced change process on teams. Proactively drove improvements and measured satisfaction. Attended change management board, weekly change program meetings and stability program steering committee meetings.
• Risk Compliance Management - Mitigated risk by identifying, escalating and resolving issues across multiple delivery groups and/or projects. Provided risk updates and helped coordinate risk activities required for systems remediation, onboarding, and testing.
• Leadership, Communication and Continuous Improvement - Experience leading in a production triage environment. Provided technical direction for break-fix, and small enhancements. Provided technical leadership for work teams in specialized functional or process areas. Took key role during the divestiture of Bank of America Insurance business to QBE Insurance Group by creating and managing communication in the bank's Insurance technology organization.

• Relationship Vendor management -
• Offering value-added advice and guidance to internal business stakeholders. Developed effective relationships with suppliers, technology and business leaders keeping them updated on project milestones and software/hardware changes in the datacenter.
• Production Support - Served as a single point of contact and the escalation point between the business area, technology teams and suppliers for the resolution of complex service requests and complaints. Responsible for over 800 Windows servers in a large datacenter environment. Managed teams of senior professionals and managers on multiple projects in multiple locations.
• Project Management - Planned disaster recovery exercises for bank systems. Analyzed servers and information needs from an operational and strategic perspective and determined immediate and long-range equipment requirements.
• Risk Compliance Management Assessed risk and strengthen operations. Conduct risk assessment surveys, identify risks, create risk management action plan, and implement risk management plan following the bank's standards.

• Relationship management - Developed and maintained effective relationships with Managing Directors, COO, and CIO for special project requests.
• Production Support - Managed deployment teams and provided production support to enterprise infrastructure. Worked in close partnership with suppliers and lines of business leaders to resolve pending IT issues.
• Project Management - Embarked upon a series of project assignments to assist different departments driving major technology infrastructure improvements in quality management, strategic organizational change, communications, human resources, and process reengineering contributing to 2 million annually savings.
• Compliance Management - Played a key role in the implementation and management of regulatory and compliance requirements. Assisted in creating policies/administrative procedures that reengineered technology business processes