Bridget Mcfarlane Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Canada Area

Accountable for the technical management, delivery, support and strategic planning for the Enterprise Contact Center Solution (ECCS) for the Government of Ontario. Project / Program Management• Led a cross-organizational team of over 30 Project Managers, Solution Architects and SMEs to deliver projects and provide operational supportSolutioning and Implementations• Oversaw the architecture and implementation of highly available, geo-redundant solutions that support 44 contact centers (>15M multimedia contacts annually)• The solutions integrated: VOIP, F5 Load Balancers, HP 3PAR SAN, SQL DB clusters, Physical and Virtual Windows servers and Voice User Interface applications• Created “Proposed Solution Design” documents that went beyond standard design documents to capture the assumptions, justifications and future considerations for design decisions• Produced Statements of Work (~10 per month) with sub-vendors, from $2K to $2.5M resulting in healthy revenues and GMOperational Support• Provided strategic direction for the support of >300 devices (HPE ESX hosts, Physical and virtual Windows servers and appliances) and related applications• Point of escalation for complex and critical technical issues leading to faster resolutions• Provided training and implemented tools and procedures that reduced Major Incidents by 52%Strategic Planning• Created and presented a roadmap annually to client executives with recommendations for hardware and software updates:• Incorporated the client’s projects and strategic initiatives • Translated roadmap into discrete technical projects that were delegated to internal teams • Resulted in improved customer confidence as it ensured platform stability and security• Managed capacity planning for all components based on data from monitoring tools to optimize expandability while protecting the customer’s capital investment

Toronto, Canada Area

• Managed a cross-organizational team of 10 resources (Project Managers and Technical SME’s) for the implementation of infrastructure (8 Wintel Servers and telephony hardware) and 7 contact center applications• Point of escalation for complex and extended Major Incidents for the ECCS platform• Vendor lead in a cross-organizational SWAT team to resolve VOIP call quality issues - we used various tools including Wireshark to systematically troubleshoot and pinpoint the root cause as a Telco configuration issue in a specific location• Managed a team of 7 Network and Cybersecurity SMEs for a Data Network refresh project to replace over 3000 network devices (access points, switches, routers) and to implement a new Network Access Control system across a group of 7 hospitals

Toronto, Canada Area

• Led a team of 6 project managers, implementation specialists and operational resources that delivered projects and provided operational support for the Government of Ontario’s Ministry Contact Center Solution (MCCS) - 27 Contact centers, >10M contacts per year• Successfully implemented ~127 projects over 8 years ranging between $1K and $800K • Contributed to the UI design and implementation for many critical contact center applications• Piloted the government’s ITIL processes, providing feedback and helping to refine Incident, Change, Problem and Release Management processes that were eventually rolled out to all ITSM organizations• Managed day-to-day and strategic planning for the operational support of MCCS:• Point of escalation for major incidents• Used application monitoring tools to proactively detect and resolve issues which averted outages• Conducted drills to test Business Continuity Processes for critical contact centers which resulted in meeting the client’s objective of a 15-minute recovery from a major outage• Created daily validation checklist – resulted in 70% reduction on major incidents as issues were found and resolved before they impacted customers

• Project Manager/Implementation Lead/Customer Service Team Lead for large contact center clients in both the public and private sectors • Worked on largest and most critical projects doing a variety of roles on each (server installations, integration with Telcos, Project Management, Design, Training, Day 1 and Day 2 support) for clients such as the Government of Ontario, TD Bank, Canadian Tire and Loblaws• Key Accomplishments: 1. Promoted to Lead Project Manager for the high-profile Government of Ontario IVR (GOIVR) project within the first year of employment 2. Contributed to the written response and the oral presentation for the RFP for the Ministry Contact Center Solution that was ultimately awarded to ComputerTalk 3. Led the Voice User Interface design for the Ministry of Transportation’s 511 Road Info IVR 4. Led the implementation of a new contact center platform for Canadian Tire that included the design of new IVR and ACDs and integration with third-party recording and Workforce Management tools• Selected to create the technical delivery and support department in ComputerTalk’s European office. • Spent 1 year, project managing, implementing, and supporting 8 clients in the UK and Sweden. Built and trained a team of 6 local technical resources.

Bachelor Of Business Administration (Bba), Marketing

Education record

High School