Andy Clark Email & Phone Number

Waterloo, On, Ca

Waterloo, Ontario, Canada

Leading the practice to deliver value to Sun Life lines of business through the automation of document driven processes. - Delivering modern Intelligent Document Processing (IDP) systems with advanced classification and extraction capabilities utilizing Artificial Intelligence, Machine Learning, Optical Character Recognition (OCR), Intelligent Character Recognition (ICR).- Reducing business process Lead Time and errors by building IDP process workflows that automate manual handling and data entry task for documents

Waterloo, Ontario, Canada

o Built and nurtured relationships with key business and IT leaderso Consulted with business on strategy and identified opportunities for collaborationo Educated business and IT leaders about the capabilities and solutions availableo Led preparation of Budget Initiative submissions for teamo Provided estimation services for work to be delivered

Waterloo, Ontario, Canada

o Transformed Blue Prism RPA service to an Enterprise Ready Platformo Developed education and marketing resources to drive knowledge and demand for the RPA serviceo Led education and Ideation sessions with leaders and teams in IT and business areas to identify RPA opportunitieso Hired key resources and built vendor relationships to build development capabilitieso Implemented governance structures for evaluating ideas, ensuring code quality, and supportabilityo Delivered > $1MM in annual productivity benefit through automations to business areaso Built a development pipeline of > $1MM in productivityo Led a team of 16 BA’s and Engineers delivering projects for Intelligent Document Processing and Content Managemento Supported Change Management activities to transform SDLC process towards Agile methods

Waterloo, Ontario, Canada

o Led onshore and offshore operations team resources supporting multiple platformso Ensured services met business SLA’s daily, monthly, and annuallyo Successfully completed platform upgrades of FileNet and Kofax platforms supporting currency and securityo Participated in annual Business Continuity planning and Disaster Recovery testing

Mississauga, Ontario

Transformed all aspects of the IT Customer Support organization to deliver customer focused services for Service Desk, Incident, Identity, Request, and Configuration Management.Modernized access to the Service Desk by implementing cloud based solutions for Contact Center and IT Service Management. The Contact Center delivered clear pathways to customers accessing support while the IT Service Management platform drove alignment with ITIL best practices. Positive outcomes included:o A transparent view to customers of incidents and requests, progress made, and current statuso An integrated vision for IT resources of customers, applications, services, and hardwareo Increased Service Desk productivity through the automation of taskso Data to drive customer satisfaction, continuous improvement, and team performanceIntroduced a lifecycle model for procuring, managing, and disposing of client computing devices and software that delivered a consistent user experience across the enterprise.o Created an Asset Management process to manage new equipment requests, existing equipment, and budgeting for the refresh of existing systemso Delivered secure computing environments with current software patches and security toolso Verified destruction of data and ethical disposal of retired assetsIntroduced an Identity Management platform to improve delivery of access requests and password resets.o New employees received access to system accounts on their first day.o Increased data security by delivering accurate access for new hireso 24x7 password reset service for users to reset their password anytime, anywhereo Service Desk contacts reduced annually by 30,000 (28%)Guided the migration of the organization to Office 365 and standardization on Windows 10, delivering a powerful set of productivity and collaboration tools for employees. Transitioned the organization to a standardized model for procuring and managing Windows endpoints, Microsoft Software, and iOS tablets.

Waterloo, Ontario

Guided the Systems Management team towards improved maturity in IT Service Management through continuous improvement of the Incident, Change, Service Desk, and Asset management processes. Managed third party vendors responsible for IT operations support across Canada utilizing a vendor scorecard and regular meetings.Responsible for the Practices providing major incident management, change management, first and second level technical support, and datacentre operations

Executed strategy to drive delivery of sales and customer service resultso Introduced reporting on sales, prospecting, and pipelineo Analyzed and modified compensation plans to drive profitable saleso Consolidated Sales Support Contact Centers to increase efficiency

Led a group of developers and analysts to provide reliable, value added technology solutions to business needs. Integrating and supporting LAN/WAN infrastructure, ERP, security platforms, messaging tools, server and desktop hardware, and telecom services. Researched and implemented technology to improve productivity and profitability. Ensured delivery of training to employees on hardware and software systems.Led the implementation of technology solutions to replace manual processes for a foodservice supply chaino Implemented an enterprise Supply Chain Management applicationo Cognos Business Intelligence for sales and product datao Fleet Tracking Solution for visibility into utilizationo Delivery planning and load management softwareResearched and implemented infrastructure and client computing systems, and provided backup and disaster recovery planning for the organization

Project Leader for the Goldcare division. Responsible for providing software and hardware installation, data conversion, and training services to customers utilizing the Goldcare software system.

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