Cindy Trac, A-Csm, Csm, Itil Email and Phone Number

Managed the Release to Production (R2P) process to integrate new or changed applications and infrastructure updates into the North America Region production infrastructure, as well as ensuring licensing compliance meeting the Regional and Global Licensing Standards. • Coordinated and performed Regional Release to Production activities on Global and Regional platforms under the guidance and support of the Regional Application Integration Release Coordinators. Identified any prerequisites… Show more Managed the Release to Production (R2P) process to integrate new or changed applications and infrastructure updates into the North America Region production infrastructure, as well as ensuring licensing compliance meeting the Regional and Global Licensing Standards. • Coordinated and performed Regional Release to Production activities on Global and Regional platforms under the guidance and support of the Regional Application Integration Release Coordinators. Identified any prerequisites, co-requisites, conflicts or other dependencies of Applications entering the process to ensure success, while focusing on the quality of the product deliverables that are created throughout the process. • Performed compliance monitoring of the Regional Release to Production process to insure all signoffs and approvals are achieved (PMO, Governance (licensing), Change Control, etc.) along with a review of the technical documentation. Ensure compliance with both regional and global standards.• Generated monthly software compliance reports to track software installation counts within the licensing management system to ensure all software usage is complying with license. Show less

Blackberry, Waterloo, Ontario April 2011 - December 2013Service Lead – IT Service Management Leading global cloud platform deployments. This includes collaborating with various teams to ensure project timelines are met and handling the logistics and hardware purchases at acceptable cost. Negotiate SLAs with vendors and application providers as necessary.• Responsible for global capacity planning to ensure that all current and future capacity and performance aspects of the… Show more Blackberry, Waterloo, Ontario April 2011 - December 2013Service Lead – IT Service Management Leading global cloud platform deployments. This includes collaborating with various teams to ensure project timelines are met and handling the logistics and hardware purchases at acceptable cost. Negotiate SLAs with vendors and application providers as necessary.• Responsible for global capacity planning to ensure that all current and future capacity and performance aspects of the BlackBerry Internet Services (BIS) and the cloud platform, are provided meet all business requirements. • Manage global BlackBerry services and global cloud platforms application releases in multiple data centers in parallel.• Manage work flow and activities of all service requests, as well as coordinating and scheduling resources for service requests.• Contribute to the team's on-call rotation as Incident Lead by providing logical troubleshooting steps and coordinate with participating technical specialists to ensure everyone stays focus on driving resolutions to the incident.Systems Environments: Windows, Microsoft Office Suites, SAP SRM, BMC Remedy, ITIL, IBM blades and management module, HP blades and iLO, NetApp hardware Show less

BlackBerry Internet Service Release Coordinator – Service Management 2009 – 2011Oversaw the BlackBerry Internet Service Management team weekly change tickets to ensure all change requirements received and applied (as known as method of procedure, MOP) within the tickets to meet change process requirements. Responsible for attending the change advisory board (CAB) to ensure change risks and impacts are fully assessed and addressed, as well as ensuring tickets get approved and scheduled as… Show more BlackBerry Internet Service Release Coordinator – Service Management 2009 – 2011Oversaw the BlackBerry Internet Service Management team weekly change tickets to ensure all change requirements received and applied (as known as method of procedure, MOP) within the tickets to meet change process requirements. Responsible for attending the change advisory board (CAB) to ensure change risks and impacts are fully assessed and addressed, as well as ensuring tickets get approved and scheduled as planned.• Manage BIS Browsing releases schedules and requests.• Work closely with supporting engineering departments to ensure all release requirements are identified and accounted for.• Interface with Change Control to identify any potential issues with scheduling and deployment requirements.Systems Environments: Windows, Microsoft Office Suites, Remedy, Boxi, Crystal Reporting, ITIL, change management, process, CAB change advisory board Show less

• Administering on going application development projects to ensure all critical timelines are met.• Create download sites for various online applications such as BlackBerry Software distribution and Over the Air software distribution.• Maintain BlackBerry Enterprise Software Training online course registrations.• Managed weekly product launches such as Instant Messengers and Social Network applications, and to ensure the launch process is seamless.Systems… Show more • Administering on going application development projects to ensure all critical timelines are met.• Create download sites for various online applications such as BlackBerry Software distribution and Over the Air software distribution.• Maintain BlackBerry Enterprise Software Training online course registrations.• Managed weekly product launches such as Instant Messengers and Social Network applications, and to ensure the launch process is seamless.Systems Environments: MySQL DB, Perforce, HTML. Show less

• Coordinated Chippery machines Installations based on customers’ contract launch dates.• Materials procurement planning to ensure adequate inventory for the machines build-out.• Scheduled machine and components shipping to align with the installation phase.

Planned and executed departmental projects, including implementing process improvements through Six Sigma techniques and delivering better client delivery service. Developed new reports for monitoring completed project compliance and assessing operational departmental requirements and business needs. • Resolved client issues and problems by triaging, analyzing root causes at systemic, process, or structural level, and applying flexible and innovative approaches, improving client… Show more Planned and executed departmental projects, including implementing process improvements through Six Sigma techniques and delivering better client delivery service. Developed new reports for monitoring completed project compliance and assessing operational departmental requirements and business needs. • Resolved client issues and problems by triaging, analyzing root causes at systemic, process, or structural level, and applying flexible and innovative approaches, improving client satisfaction.• Implemented Reverse Quote Process, saving Centract Settlement Services $139K+ in 2006.• Successfully averted client launch crisis by implementing communication protocols, ensuring call centre met client service level agreements. • Awarded 2004 Employee of the Year for exceptional contribution, Centract Settlement Services. Show less