SUMMARY:

Highly experienced and hands - on leader equipped with wide-ranging background in project and program management; complemented with solid track record of on-time completion, cost-effective, and high-quality project deliverables. Capitalize on solid awareness in program management methodologies, including systems development life cycle, Agile, Waterfall, Project Management Institute, project management life cycle (PMLC) and Project Management Body of Knowledge (PMBOK) in accomplishing diverse project-related duties. Excel at developing and integrating cutting-edge business solutions toward organizational development and productivity. Exemplify strong analytical skills in identifying and mitigating risks and problems.

AREAS OF EXPERTISE:

• Internal Advisory and Management Consulting
• SAP Implementation
• Program and Portfolio Management
• Data Center Migration & Microsoft Migrations
• Strategic Planning and Development
• Enterprise Delivery Framework (EDF)
• AGILE/SDLC Application Development
• Data Warehousing & Business Intelligence
• Contact Centre Infrastructure
• Testing, Quality Assurance, Rollout and Support

TECHNICAL ACUMEN:

Software: Microsoft Office Suite (Word, Excel, PowerPoint and Outlook) | Confidential Lotus Notes | Microsoft Visio | Microsoft Project | Microsoft Access | Software | LiveLink™ | SAP | Microsoft Windows | Clarity | PPM | Peoplesoft, Remedy IT Service Management Suite | Microsoft SharePoint | Salesforce | CRM

Programming Language: C/C++ | HTML | XML | Oracle | Java | J2EE | SQL | PL/SQL | SQL Server UNIX | Apache | Linux | ASP | PHP | Flash | JavaScript | MySQL | Visual Basic

PROFESSIONAL EXPERIENCE:

Confidential

Senior Program Manager / Project Director

Responsibilities:

• Oversee the execution of a Contact Centre Strategic Initiatives for Confidential alongside the Contact Centre Vice President and Program director to execute high-value strategic initiatives within the allotted budget and timeframe to meet business objectives.
• Preparation and submission of program status reports to the Executive Steering Committee encompassing executive status and business process on a weekly basis.
• Escalation and resolution of vendor issues concerning Strategic Initiatives for the program director.
• Support to global business partners in planning and executing strategic initiatives; as well as program director and project managers on budgeting, scheduling, resource planning and status reporting.
• Close monitoring and updating of integrated schedule for projects throughout all towers across the program.
• Participation to monthly financial review meetings to develop the overall program budget.
• Proactive involvement in the Contact Centre technology roadmap planning; business process mapping/root-cause analysis; and identification of process improvements/project operational efficiencies based on synergy of large portfolio of projects.

Confidential

Senior Program Manager

Responsibilities:

• Oversee the execution of a business transformation project for global mining client which involve establishing the Evergreen Project Management Office (PMO) and positioning governance.
• Coordinate with the program director and project managers to execute high-value initiatives within the allotted budget and timeframe to meet business objectives.
• Preparation and submission of program status reports to the Executive Steering Committee encompassing executive status and business process on a weekly basis.
• Escalation and resolution of issues concerning Evergreen PMO for the program director.
• Support to global business partners in planning and executing regional Evergreen PMO projects; as well as program director and project managers on budgeting, scheduling, resource planning and status reporting.
• Close monitoring and updating of integrated schedule for projects throughout all towers within the Evergreen program.
• Participation to monthly financial review meetings to develop the overall program budget.
• Proactive involvement to business technology roadmap planning; business process mapping/root-cause analysis; and identification of process improvements/project operational efficiencies based on synergy of large portfolio of projects.

Confidential

Senior Business Project Manager

Responsibilities:

• Created and presented updates on digital channel technology services initiatives to the Executive Steering Committee.
• Performed additional scope of work which included forecasting of project budget and compilation of change requests for the PMO.
• Utilized Confidential ’s Enterprise Development Framework (EDF) to effectively implement projects while ensuring proper compilation and authorization of project governance artefacts for internal audit team project gate reviews.
• Expertly handled the following projects toward the enhancement of customer and employee experience while transforming existing business and IT processes.
• Telagent Enterprise Application Enhancement Project for the improvement of Contact Center agent service offerings.
• Telagent Infrastructure Refresh Project migration from physical server (Microsoft Windows 2003 and Microsoft SQL Server 2005) to virtualize server environment with Microsoft Windows Server 2008 and SQL Server 2008.
• Contact Center Agent Reporting System upgrade from Microsoft Windows Server 2003 and Microsoft SQL Server 2005 to Microsoft Windows Server 2008 and SQL Server 2012.

Confidential

Senior Business Project Manager

Responsibilities:

• Worked closely with business units, vice presidents, assistant vice presidents, senior managers and other Phone Channel stakeholders to execute high-value Aeroplan initiative within scheduled timeframe and budget to meet strategic initiatives.
• Managed the alignment of all network IDs and phone IDs based on user specific profile; configuration of Cisco IP phones and staging and delivery of Lenovo workstations to more than 500 specialists within two- to six-week timeframe.
• Ensured timely delivery of L&D components for incoming classes of newly hired employees by outsourced vendor (Maritz).
• Generated the business requirements document (BRD) on employee engagement components comprised of productivity, sales, customer experience initiatives, operational metrics, rewards and recognition goals.
• Pioneered the construction of two new call centers in London and Markham which included real estate construction of premises; as well as creation of IT infrastructure in Cisco VoIP phones, workstations, PEGA, Gateway and IVR.
• Led the launching of customer problem resolution (CPR) implementation model and 24-hour business service-level agreement (SLA) framework across all TD lines of business (LOB) in North America including TDCT, TD Bank, TD Insurance and TD Wealth.
• Held full accountability in leading all initiatives for the TD Aeroplan Project which included:
• Execution of human resource functions for the TD Aeroplan Project including onboarding of 500 new call center agents.
• Completion of all business readiness and operational testing, enabling customer service specialists to take calls for the TD Aeroplan launch.
• Establishment of open communication among internal and external stakeholders on TD Aeroplan deal announcements.
• Administration of outbound marketing campaign and tracking results from customer-reached to outbound dialer to be submitted to the Executive Steering Committee.
• Supervision of changes to Interactive Voice Response (IVR), call routing and workflow systems associated with the call center.

Confidential

Senior Project/Program Manager

Responsibilities:

• Closely monitored the operations of wholesale marketer and retail outlets of Petro Canada to ensure adherence to changing consumer demands in coordination with business stakeholders.
• Supervised high-value initiatives for 2011, 2012 and 2013 programs in coordination with business stakeholders and Executive Steering Committee.
• Took charge of managing projects for stakeholders from Wholesale Strategy Group, Site Systems Support Team and Associate Support Center to ensure continuous optimization of all processes to improve service levels.
• Obtained extensive experience in business transformation which included directing internal IT staff to an outsourced model and inducting new vendors ( Confidential, CompuCom, EMC, HP, TELUS, Accenture and Deloitte) into the Suncor Project Implementation Model (SPIM).
• Established DRP locations across the country for account for any outages/natural disasters.
• Leveraged excellent skills in completing the Tier 1 application (Xcellenet) and hardware upgrade through ongoing Windows 7 upgrade, responsible for updating price books daily across every Petro Canada gas station within the country.
• Managed onsite refuelling (OSR) web application deployments/enhancements on a quarterly basis that enabled new functionality.
• Spearheaded the SAP implementation with vendor ( Confidential ) for financial screen updates for Drilling Automation project to ensure wholesale marketer payment within 30-60 days that reduced the outstanding cost of receivables.
• Partnered with business directors and Suncor Senior Leadership Team in managing the following additional projects within allotted budget and business timelines.
• Enterprise resource planning (ERP) application (WTBS) enhancements that were deployed quarterly to the wholesale marketer network
• Website functionality and user interface customer experience improvements (mobile/tablet web services, IT solution design and architecture)
• Service-oriented architecture (SOA) methodology and SAP functionality enhancements
• Wholesale and retail Windows 7 migration, Microsoft Office Suite 2010 and hardware refresh project
• Tier 1 application server upgrade/rebuild/virtualization/performance monitoring/QOS (PROD and DRP)
• Data center migration of Tier 1 applications (Xcellenet/Remoteware 4.3 and Trend Micro 10.6 upgrade) from Calgary to Markham Data Center.
• .Net application enhancements with a team of business analysts, project managers, programmer analyst and solution architects.

Confidential

Senior Project Manager

Responsibilities:

• Expertly handled the Project Bedrock ( Confidential ) Business Transformation to consolidate Internet, Home Phone, Express Vu and Mobility into a new customer experience model, which involved:
• Training of all customer service representatives on all LOBs to provide services to new and existing customers; as well as all resources from offshore call centers prior to project launch date.
• Alignment of infrastructure, hardware and software to support business objectives by establishing call centers globally.
• Worked collaboratively with resource deployment managers in identifying and recruiting talented personnel on available Confidential resource pool for Project Bedrock team members, responsible for providing services to end-client Confidential Canada.
• Implemented Confidential data security and privacy policies while facilitating PMO project gate reviews, monthly project audits and daily status call among different deployment units across Project Bedrock.
• Participated in the opening process of PMO budgets for vendor payments worth $7M along with resources required for Project Bedrock.
• Dealt with the preparation of financial reports with onshore and offshore resources in India and South America.
• Initiated the development and execution of project plans comprised of milestones, timelines, work packages, risks and critical path; project execution plan (PEP); work breakdown structure (WBS), engineering design specifications (EDS), design base memorandum (DBM), business requirements document (BRD) and systems requirements documents (SRS).
• Took charge of PMO governance; weekly and monthly updates; on- and off-boarding of clients; and monthly financial updates for the entire Confidential Bedrock Program.

Confidential

Senior Project Manager

Responsibilities:

• Drove key efforts toward the completion of 2010 Rogers New Site Development Program to increase Confidential footprint across the province of Ontario; as well as accomplish 3G, 3G+, IP and LTE project rollouts.
• Served as primary client contact for Confidential utilizing in-depth understanding of Confidential customer project management processes and procedures.
• Performed wide range of tasks associated with Confidential and Rogers initiatives including the following:
• Procurement of Confidential equipment comprised of radio-based stations (RBS) (6000/3418/3106/3206 radio base station) and Confidential microwave mini-link ordering for the entire 2010 New Site Development Ontario Region Program.
• Interaction with Confidential and Rogers Account Team to ensure the accuracy of Confidential quotes and alignment with national pricing strategy.
• Delivery, installation and commissioning of Confidential Hardware RBS and MW ordered equipment according to project timelines for each cell sites (240).
• Escalation of Confidential product issues to director of network implementation and key account manager.
• Provision of Confidential product specifications; identification of construction specialist’s requirements involved in the construction of tower and rooftop sites.
• Completion of Confidential commissioning in conformity with Rogers CIP guidelines for acceptance into the Confidential Network.

Confidential

Regional Program Manager

Responsibilities:

• Ensured the appropriate positioning of infrastructure for successful project rollout at a national program level for the province of Ontario and entire Western Region of Canada.
• 2008 and 2009 High-Speed Packet Access (HSPA) Ontario Region Rollout Program
• 2009 HSPA 21Mbps Capacity Augmentation Program, 3G and IP Rollout
• 2009 Vancouver Olympics Program
• 2009 New Site Development Program
• Managed the upgrading and expansion of coverage for the 2010 Vancouver Olympic venue within in a short span of time.
• Carried out vendor management tasks which involved resource planning and allocation to meet aggressive monthly milestones set by Roger Wireless.
• Prepared and submitted weekly status updates to Confidential, RDC and Radian Communications.
• Employed detail-oriented nature in reviewing daily vendor updates to be reported to the client on status of ongoing deployments.
• Completed the configuration of software components and additional scope of work including UTRAN, IRAT, E911 and Polygon data in preparation for commissioning activities.
• Exceeded monthly run rates and improved overall execution of the Regional Program that allowed the key account manager to bid for more business from Confidential .