Championing the transformation to Agile Ways of Working.Tier 2 and Tier 3 - operating in a DevOps model. Focused on building solid business relationships and driving forward the strategic priorities.Supported by building a high performing team, expanding from 8 to 16 over 12 months, while increasing employee engagement scores.Committed to building an inclusive, diverse talent, differing perspectives, experiences, and opinions.

Empathetically leading Manulife's core Admin Systems. Multi-application and multi-team accountability.Tier 2 Support. Supported the team through the "upgrade of the decade". Managed high flow of Incidents and work intake. Collaborated with Agile Squads to build process and take over ownership.Focus on reduction of MTTR. Reduced TOIL. Improved Performance. Improved Client Experience.Site Reliability Engineering, with focus on Monitoring (Dynatrace, New Relic, CA APM, Sitescope, PRTG, Moogsoft).Leverage ServiceNow, Jira Service Desk, JIRA Software, Confluence, Sharepoint.People Leadership Management:• Hiring diverse technical teams of Technical Analysts and Software Engineers.• Setting Team Goals, Regular 1-1s, Increased engagement and high expectations• Building meaningful development plans with proven results in skills, stretch goals and promotions.• Mentoring long term career plans and growth within team and external to team.• Promoted and mentored multiple people, including leaders that have replaced me as we grow, maintaining mentorship relationships.• Coaching the team through technical and non-technical situations• Fostering a positive team culture to drive engagement• Calm Under Pressure, with a keen ability to maintain positivity• Push forward initiatives through highly engaged teams• Advocate for a healthy Work Life Balance and finding ways to reduce TOIL • Improve team experience, while driving forward customer experience.• Partnered with WIISTEM and COOP to bring on students to mentor and coach.• Increased Gallup survey results with defined action plans• Inclusive leader, with time for everyone regardless of title

Senior IT People Leader | Manager - Group Benefits Web Support Team - Enterprise Service ManagementEmpathic, Collaborative, Creating and building strong teams and lasting relationships, delivering on team Goals and development plans. Leading the teams supporting Group Benefits Plan Member and Plan Administrator websites.a continuation of my previous Role.Lead Teams Supporting initiatives:• Security (Penetration Testing, Patching, Audits, CyberArk, IIQ Reviews, Approve access)• Data Privacy (Enforce Data Controls, Audit, Data Residency, Risk aversion, Least access privilege, PII Control)• Compliance (Internal, external audits, Enforcing standards, AODA)• Scalability (Focus sizing systems to handle future load, recommend and adjust based on data analysis)• Reliability (Strong focus on SRE and achieving high level of reliability for Highly Available systems, Reduced TOIL by adding resiliency, End to End Monitoring, proactively taking action to reduce MTTR and improve experiences)• Performance (Drives user experiences. Analyze results, review, approve decisions based on data)

Tier 2 - Led the team supporting GB Plan Member , Plan Admin websites with yearly traffic in excess of 27M visitors with >180M page views. Major Site Reliability Engineering focus on improving overall client experience. Transitioned support from vendor to fulltime FTE , Implemented monitoring(Dynatrace, NewRelic, Sitescope, PRTG, Moogsoft). Additional responsibility with second team as Manager over large number of internal supporting applications.

Senior Business Systems Analyst for Disability Claims System on modernized system. Provided Tier 2 support 24/7 along side of interfaces and supporting internal systems.

Provided Consultant services to Manulife as a Lead Engineer on their Group Benefits Systems, large focus on Disability Claims system. Tier 2 Support as Team Lead with direct reports managing 24/7 availability.

C/C++ Software Engineer working Tier 3 on Group Benefits Claims Adjudication System replacement. Participated in full application lifecycle.