Brian Ernst Email & Phone Number

Greater Toronto Area, Canada

Accountable for Program Delivery of key TELUS initiatives including ORAN rollout and 5G SA Consumer Market and Device launches. I act as bridge between Network/IT technology enablement, Business/GTM strategy, Customer Enablement launch testing and various departmental project teams. Responsibilities include steering committee leadership, executive communication, program planning / tracking / reporting, budgeting and resolving schedule/priority conflicts to ensure delivery of new access network and core functionality.

Toronto, Canada Area

Responsible for team management, application development and operations of real-time customer order management, billing, provisioning, middleware and retail systems.Partnering with business leadership as primary advocate to implement solutions and drive initiatives across a book of work containing 100+ projects with 95% on time delivery and budget accuracy Create and drive quarterly and annual strategic plans and reviews in partnership with business stakeholders that drove technology upgrades and staffing improvements to create industry leading capabilities and customer experiencesImplemented significantly improved change delivery methodology through automation and standardization with measurable success factors, clear (and evolving) requirements and solution plans, and regular repeatable testing and strategic sourcing agreements. These methodology and tool improvements resulting in 25% reduction in delivery times and 50% fewer bugsAttracted and recruited top talent and provided career development opportunities building a strong succession pipeline of future leaders.Managed critical vendor and supplier relationships, managed services and BPO agreements, and negotiating with vendors including Amdocs, TCS, Tech Mahindra, Moneris, CVydia, Ericson etc. resulting in industry beating annual spend savings, operational metrics and delivery timelines and SLAs]Financial management of team and initiative spending, defining and meeting capital efficiency, operational cost and resource targets achieving 100% of budget goals year over year Created Quarterly Business reviews for each vendor to structure SLA’s measuring performance management, delivery commitments and automation improvement resulting in stronger vendor engagement and success

Omp

Responsible for development of key IT billing and provisioning platforms. Executed successful Rollout of Chatr national service on time and within budget driving customer satisfaction and sales meeting desired objectivesLaunched Rogers Home Security and Rogers Wallet products – both of which were ‘first to market’ technologies and resulted in new business lines for Rogers and customer loyaltyEnabled DOCSIS device provisioning and management across wireline systems to eliminate legacy technology, improve device and traffic and create real time customer device activation and diagnostics enabling much faster customer internet at home and in the officeCreated quarterly development and operations leadership collaboration councils which brought together director and senior managers as a community to share techniques, align on challenges and solutions and build strong action plans and relationships to improve these critical functions organically and as an ongoing competency – this resulted in a sense of joint ownership between teams

Toronto

Responsible for development and operations of call processing, CRM, Care, Retail and Field services systems with focus on strengthening customer experience, top line growth and initiative delivery. Implemented Genesys Centralized call processing nationally to move all call centres to IP telephony, which provided standardized queue management and reporting including Nova knowledge management: this resulted in 10% reduced call wait and handle time and flexible staff resourcing Transitioned Retail application support and help desk team from Richmond BC to Toronto while maintaining 100% of delivery and service targets Embedded 20+ BSAs in product and operational business teams resulting in joint ownership and working relationships between business and technology ownersImplemented Salesforce sales management application for small enterprise customer support teams resulting in significant customer engagement improvement

Toronto, Ontario, Canada

Reporting to CIO primary account management interface with wireline business units including Internet, Video and Home Phone. Accountable for representing IT in business leadership discussions, driving business concept analysis, prioritization, budget alignment, and project and program leadership and in general ensuring that IT delivered initiatives and systems stability supporting the Cable business unit.

Toronto

Credit Card Sales Draft project: to consolidate processing of paper sales drafts for TD, Royal Bank and Bank of Montreal onto a single platform by streamlining procedures.

Toronto, Ontario, Canada

US SRS Distribution Field Services project, Compensation systems Responsible for stakeholder interaction and consensus building, steering committee agenda and minutes, analysis documents and business requirements.

Toronto, Canada Area

Shipment management applications