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

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.
• 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.

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).
• 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

• 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.
• 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.
• 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