Bill Shanks, Ph.D. Email & Phone Number

• Head of Infrastructure and Service Management, Head of Customer Care, Head of Security, formerly Head of PMO• Accountable for Global Infrastructure and Technology Services including strategies for modernization, DR/BCP and cloud adaption• Mature existing security practice, selected and oversaw implementation of systems and delivered new security measures• Drive digital transformation and harmonization of processes and a new digital customer experience through a growing global shared-services portal• Drive adaption of global tools, practices and procedures based on ITIL v.3 promoting operational excellence and a customer-centric culture; using automation technologies• Introduced and led global programs via successful outsourcing arrangements in key areas and established more efficient processes for follow-the-sun CoEs• Established new Software Asset Management CoE to ensure license compliance ensuring compliance in the deployed infrastructure

Toronto, On, Ca

• Accountable for global technology service driving infrastructure globalization, new office deployments, strategy development, and optimization of technology systems (Storage, Network, Telecommunications and Servers, Disaster Recovery, Business Continuity, Security, Database Management, Service Desk and Operations)• Challenged the status quo and championed change in the re-engineering of the entire infrastructure promoting best practice standards more appropriate to an emerging global enterprise with an AUM of $260M while significantly reducing operational costs (>$30M) and downtime to the business (~70%) • Guided the built out a strong foundation enabling global expansion and digital transformation; establishing converged infrastructure in highly standardized international offices with data centres/trading floors • Established security framework, selected and oversaw implementation of systems and matured services• Established, nurtured and grew a Project Management Organization overseeing a large portfolio of corporate initiatives• Promoted and supported new process development and established tactical wins in synch with strategic directions

Toronto, Ontario, Ca

• Built and managed a team of 30+ Enterprise-level System Engineers and System Administrators responsible for:• Enterprise-wide Intel Systems Management (>1000 servers), ensuring proactive monitoring, maintenance, capacity and performance management• Integration and implementation of all client-facing projects for Outsourced Lines of Business

Toronto, Ontario, Ca

• Accountable for all activities associated with the strategic planning, design, implementation, security and management of the global corporate network and telecommunications infrastructure• Champion use of new technologies to enhance operational effectiveness and reduce costs• Strong vendor and contract management skills to drive highly positive business results• Develop and recommend policies, procedures and professional standards of performance for information technology related areas in accordance with ITIL best practices and worked proactively with affiliated companies to ensure compliance to standards

• as a Technical Account Manager, ensured IT solutions met the needs of VISA Business Support team• assessed, re-designed and implemented a new call centre-IVR architecture reducing queue times by 50% • identified critical customer service issue, created action plan, secured $7.5M in immediate funds to resolve the issue• technical lead for the project team assessing Workforce Management and Call Quality software (Pipkins, Cybernetics, IEX, TCS) for VISA Business Support• evaluated business recovery plans and implemented sophisticated contingency plans

• North American administrator for networked Nortel Meridian telephone switches (Options 61C, 21E 11C) and 3 Aspect call centres• developed a working knowledge of the configuration of Newbridge and NET MUXs, Cisco Routers (7000), Synoptic hubs and Tellabs echo cancellers• developed project management skills related to telecommunications, prepared and analyzed RFQs for WAN network products and telecommunications systems and managed implementations

Doctor Of Philosophy - Phd, Geological And Earth Sciences/Geosciences, Geological Association Of Canada Best Thesis Prize

Telecommunications Management Certificate, Governor Generals Award

Ciocan Leadership Development Program Cio Association Of Canada

Certified Agile Leadership 1

Master Of Sciences, Structural Geology

Bachelor Of Education - Bed

Bachelor Of Science - Bs, Natural Sciences