• Played a pivotal role as a senior member of the Information Technology Services (ITS) leadership team, where I performed all management functions, including resource planning, annual work planning, budgeting, performance management, and setting technology strategy and direction.• Led a diverse team of IT professionals consisting of Project Managers, Business Analysts, Developers, Systems Analysts, Database Administrators, and ERP (Enterprise Resource Planning) specialists.•… Show more • Played a pivotal role as a senior member of the Information Technology Services (ITS) leadership team, where I performed all management functions, including resource planning, annual work planning, budgeting, performance management, and setting technology strategy and direction.• Led a diverse team of IT professionals consisting of Project Managers, Business Analysts, Developers, Systems Analysts, Database Administrators, and ERP (Enterprise Resource Planning) specialists.• Drove business technology development by establishing strategic partnerships with business units during the early stages of their technology initiatives. This involved crafting business technology (BT) roadmaps, conducting opportunity assessments, and formulating compelling business cases.• Spearheaded project portfolio management and fostered the growth of the Project Management Office (PMO) within the organization. This included managing the IT project portfolio, overseeing estimation, negotiation, resource allocation, and budgeting.• Led the development of the organization's enterprise architecture practice, collaborating with a diverse team of infrastructure, application, GIS, and security experts.• Directed the application portfolio management process, ensuring the support and life-cycle management of over 100 business applications across all municipal lines of business, spanning emergency response, engineering assets, planning and development, transportation, recreation, utility operations, fleet services, finance, and administration.• Held accountability for the comprehensive support, maintenance, and modernization of the organization’s systems of record, which encompassed Enterprise Resource Management systems (such as JD Edwards & Bellamy) and Enterprise Content Management solutions (such as OpenText).• Handled contractor and software vendor negotiation and agreements, ensuring favorable terms and agreements that aligned with organizational goals and objectives. Show less

• 𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬 𝐆𝐚𝐭𝐡𝐞𝐫𝐢𝐧𝐠: Gathered and analyzed user requirements through interviews, workshops, and documentation reviews to understand business needs and translate them into technical requirements.• 𝐒𝐲𝐬𝐭𝐞𝐦 𝐃𝐞𝐬𝐢𝐠𝐧: Designed IT systems, including software applications, databases, and networks, based on business requirements and technical constraints. This involved creating system architecture diagrams, data flow diagrams, and other design… Show more • 𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐦𝐞𝐧𝐭𝐬 𝐆𝐚𝐭𝐡𝐞𝐫𝐢𝐧𝐠: Gathered and analyzed user requirements through interviews, workshops, and documentation reviews to understand business needs and translate them into technical requirements.• 𝐒𝐲𝐬𝐭𝐞𝐦 𝐃𝐞𝐬𝐢𝐠𝐧: Designed IT systems, including software applications, databases, and networks, based on business requirements and technical constraints. This involved creating system architecture diagrams, data flow diagrams, and other design documentation.• 𝐓𝐞𝐬𝐭𝐢𝐧𝐠 𝐚𝐧𝐝 𝐐𝐮𝐚𝐥𝐢𝐭𝐲 𝐀𝐬𝐬𝐮𝐫𝐚𝐧𝐜𝐞: Developed test plans, executed test cases, and performed system testing to ensure that applications and systems met functional and performance requirements. Collaborated with quality assurance teams to identify and address defects.• 𝐃𝐨𝐜𝐮𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧: Created comprehensive documentation, including system requirements specifications, design documents, user manuals, and operational procedures, to facilitate system maintenance and user training.• 𝐈𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: Assisted in deploying new systems and applications into production environments, including configuration, data migration, and user training.• 𝐓𝐫𝐨𝐮𝐛𝐥𝐞𝐬𝐡𝐨𝐨𝐭𝐢𝐧𝐠 𝐚𝐧𝐝 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: Provided technical support to end-users and IT staff to resolve system issues, troubleshoot problems, and optimize system performance.• 𝐕𝐞𝐧𝐝𝐨𝐫 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Evaluated third-party software and services, negotiated contracts, and managed vendor relationships to ensure the timely delivery of products and services that met business needs.• 𝐒𝐭𝐚𝐲𝐞𝐝 𝐔𝐩𝐝𝐚𝐭𝐞𝐝: Kept abreast of emerging technologies, trends, and best practices in IT systems analysis, software development, and project management through training, professional development, and participation in industry forums and events. Show less

Offered the following IT support services to clients within the Canadian banking sector through an outsourcing agreement. • 𝐅𝐢𝐫𝐬𝐭 𝐏𝐨𝐢𝐧𝐭 𝐨𝐟 𝐂𝐨𝐧𝐭𝐚𝐜𝐭: Serve as the initial point of contact for end-users, including bank employees and customers, seeking technical assistance and support.• 𝐁𝐚𝐬𝐢𝐜 𝐓𝐫𝐨𝐮𝐛𝐥𝐞𝐬𝐡𝐨𝐨𝐭𝐢𝐧𝐠: Provide basic troubleshooting and resolution for common technical issues encountered with the banking system, such as login problems… Show more Offered the following IT support services to clients within the Canadian banking sector through an outsourcing agreement. • 𝐅𝐢𝐫𝐬𝐭 𝐏𝐨𝐢𝐧𝐭 𝐨𝐟 𝐂𝐨𝐧𝐭𝐚𝐜𝐭: Serve as the initial point of contact for end-users, including bank employees and customers, seeking technical assistance and support.• 𝐁𝐚𝐬𝐢𝐜 𝐓𝐫𝐨𝐮𝐛𝐥𝐞𝐬𝐡𝐨𝐨𝐭𝐢𝐧𝐠: Provide basic troubleshooting and resolution for common technical issues encountered with the banking system, such as login problems, navigation issues, and account access inquiries.• 𝐔𝐬𝐞𝐫 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Assist with user account management tasks, including password resets, account unlocks, and user profile updates, adhering to security protocols and authorization procedures.• 𝐈𝐧𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐆𝐮𝐢𝐝𝐚𝐧𝐜𝐞: Offer informational support and guidance on the use of banking system features, functionalities, and self-service options to end-users.• 𝐓𝐢𝐜𝐤𝐞𝐭 𝐋𝐨𝐠𝐠𝐢𝐧𝐠 𝐚𝐧𝐝 𝐓𝐫𝐢𝐚𝐠𝐞: Log incoming support requests, incidents, and service tickets accurately in the helpdesk or ticketing system, ensuring proper categorization, prioritization, and escalation as per predefined procedures.• 𝐃𝐨𝐜𝐮𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐊𝐧𝐨𝐰𝐥𝐞𝐝𝐠𝐞 𝐁𝐚𝐬𝐞: Update and maintain documentation, knowledge base articles, and FAQs to facilitate self-service troubleshooting and enhance the efficiency of Tier 1 support operations.• 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐅𝐨𝐥𝐥𝐨𝐰-𝐔𝐩: Communicate effectively with end-users to provide status updates, resolution steps, and follow-up instructions regarding open support tickets or reported issues.• 𝐈𝐧𝐜𝐢𝐝𝐞𝐧𝐭 𝐑𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧: Take ownership of escalated incidents and service requests, applying advanced technical knowledge and expertise to diagnose, troubleshoot, and resolve issues within defined service level agreements (SLAs). Show less

Provided the following desktop IT support services to clients within the Court Services division of Alberta Justice.• 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐀𝐬𝐬𝐢𝐬𝐭𝐚𝐧𝐜𝐞: Provide technical assistance and support for desktops, laptops, printers, and other end-user computing devices used within the department.• 𝐇𝐚𝐫𝐝𝐰𝐚𝐫𝐞 𝐚𝐧𝐝 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐓𝐫𝐨𝐮𝐛𝐥𝐞𝐬𝐡𝐨𝐨𝐭𝐢𝐧𝐠: Troubleshoot hardware and software issues on desktops and laptops, including diagnosing problems, identifying… Show more Provided the following desktop IT support services to clients within the Court Services division of Alberta Justice.• 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐀𝐬𝐬𝐢𝐬𝐭𝐚𝐧𝐜𝐞: Provide technical assistance and support for desktops, laptops, printers, and other end-user computing devices used within the department.• 𝐇𝐚𝐫𝐝𝐰𝐚𝐫𝐞 𝐚𝐧𝐝 𝐒𝐨𝐟𝐭𝐰𝐚𝐫𝐞 𝐓𝐫𝐨𝐮𝐛𝐥𝐞𝐬𝐡𝐨𝐨𝐭𝐢𝐧𝐠: Troubleshoot hardware and software issues on desktops and laptops, including diagnosing problems, identifying solutions, and implementing fixes to ensure uninterrupted workflow.• 𝐒𝐲𝐬𝐭𝐞𝐦 𝐈𝐧𝐬𝐭𝐚𝐥𝐥𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐂𝐨𝐧𝐟𝐢𝐠𝐮𝐫𝐚𝐭𝐢𝐨𝐧: Install, configure, and maintain desktop operating systems, software applications, and peripheral devices according to departmental standards.• 𝐔𝐬𝐞𝐫 𝐀𝐜𝐜𝐨𝐮𝐧𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Manage user accounts, permissions, and access controls for staff, ensuring appropriate levels of access to network resources and applications.• 𝐁𝐚𝐜𝐤𝐮𝐩 𝐚𝐧𝐝 𝐑𝐞𝐜𝐨𝐯𝐞𝐫𝐲: Perform regular backups of critical data and implement recovery procedures to ensure data integrity and availability in case of system failures or disasters.• 𝐃𝐨𝐜𝐮𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐑𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠: Maintain accurate records, documentation, and inventory of hardware, software licenses, and support activities. • 𝐔𝐬𝐞𝐫 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠 𝐚𝐧𝐝 𝐒𝐮𝐩𝐩𝐨𝐫𝐭: Provide user training and guidance on IT policies, procedures, and best practices to promote efficient and secure use of technology resources within the department.• 𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧: Collaborate with other IT teams, vendors, and stakeholders to coordinate support activities, implement system upgrades, and deploy new technologies in alignment with departmental objectives and priorities. Show less