• Developed the college’s Technology Strategy that extends to 2030. It is concerned with the underlying and foundational technology required by the college in order to meet its strategic outcomes.• Assisted in the development of the Cloud Strategy and Cloud Governance Framework documents. These two documents provide guidance for building and operating the cloud environment as well as the associated services. • Increased commercial internet bandwidth by 333% while reducing costs by 59%.• Substantially improved employee engagement such that BTS’ engagement scores are 9% higher than that of the college.• Increased the IT service offerings and improved processes which resulted in BTS satisfaction scores being consistently greater than 90%. • Matured NorQuest’s Cybersecurity Program. Currently, within the education sector, NorQuest is ranked number one in Alberta, number three in Canada and top tier globally. • Served on NorQuest’s Emergency Operations Centre (EOC) for two years during the Covid-19 pandemic and coordinated all the technology related activities. Every school term, BTS loaned over five hundred laptops to students that were the most in need of technological assistance.• Co-founder of the Student Technology Fund (STF). During the Covid-19 pandemic, donations to the fund were used to purchase laptops that were given to underprivileged students. • Created a true Work From Anywhere (WFA) environment at the college. Implemented Multi-factor Authentication (MFA), registered all 1,200 faculty and staff into MFA, deployed a new IT Service Portal, updated the Virtual Private Network (VPN) as well as moved all staff from desktop computers to laptops.• Continually work with the provincial and federal governments on a number of initiatives such as the Health Care Aide (HCA) and Language Instruction for Newcomers to Canada (LINC).

• Consolidated the staff and student technical support areas in order to improve the overall customer experience.• Realized an annual savings of $115,000 by insourcing the Service Desk. • Reduced the turnaround time for Service Desk tickets from 2 business days to 7 business hours.• Coordinated activities around the creation of IT Service Management (ITSM) process and procedure documentation.• Implemented the ServiceNow IT Service Portal. This is an online resource that is accessible through the internet and intranet that gives users access to an IT Knowledge Base and a variety of self-serve options such as password reset.• Developed the Shared Chief Information Security Officer (CISO) model. This allowed NorQuest to leverage the CISO services at a reasonable cost. Due to its successful, the model was adopted at both the provincial and federal levels.• Partnered with the Facilities Project Manager in order to develop the college’s Business Continuity Plan (BCP).• Under my leadership and direction, the college continued to get positive IT General Controls (ITGC) audit results during the annual Office of the Auditor General (OAG) audits.

• Developed a formal cybersecurity program to ensure the protection of college data, assets and reputation. • Matured the organization’s IT Score for Risk from 1.86 to 3.44. This is based on a 5-point scale where the average for Alberta Post-Secondary Institutions (PSI) is 2.6.• Improved and matured the ITSM program at the college. • Implemented IT Controls to meet governance and risk assessment objectives. • Coordinated activities around the gathering of evidence for NorQuest's ITGCs in preparation for the annual OAG audit. • Project Lead for the implementation of the college’s new ITSM tool (ServiceNow) which was on time and on budget.

• Supervised the maintenance and support of the university’s physical network infrastructure. • Created Service Level Agreements (SLAs) and planned all aspects of the network infrastructure in order to ensure the proper provisioning of network services.• Constantly assessed the environment to ensure that it was meeting both the current and future needs of the institution. • Improved the billing process which led to reduced overhead and increased revenue.• Revised the cost estimation process in order to give clients more accurate estimates on projects.• Project Lead on the installation of over 500 Wireless Access Points (WAP) in the HUB residences in a period of less than four months.

• For areas on campus that had their own IT department, the role involved assessing their IT services and identifying a migration path to ensure alignment with IST's architecture, systems and service delivery management. • Smoothly transitioned the operation and support of client IT services to IST through the transference of key resources and knowledge. • Successfully transitioned all the IT staff and services for the Alberta School of Business (ASOB) to IST within 9 months.• Completed the IT consolidation project gap assessment for ASOB on time and within budget.• Presented at the University of Alberta’s inaugural CONNECT conference.

• Oversaw the daily activities relating to the IT support of end-user labs, classrooms and office environments.• Worked with third parties and university staff for the installation and maintenance of desktop equipment. • Managed client relationships and acted as the liaison between other teams within IST to provide exceptional client solutions. • Spearheaded changes to the hiring process which resulted in a quicker, more efficient and smoother process.• Refined the computer lab and exam booking process.

• Managed all changes to IST’s technology infrastructure, software, applications, information and data. • Provided best practice guidance to help manage changes through a repeatable, predictable and measurable process while addressing risk. • Maintained information about problems, their workarounds and/or resolutions so that the organization was able to reduce the number and impact of incidents over time. • Reengineered IST’s Change Management process.• Created training material and provided training for the IT department on the Change Management and Problem Management processes.• Managed the migration from IST’s old ITSM tool (OTRS) to its new ITSM tool (ServiceNow).

• Provided server, network and desktop support for various departments on campus. • Administered security related databases for the Network Intrusion Detection System and event logging. • Monitored service contracts, leasing, maintenance and licensing agreements for hardware and software.

• Performed managerial and supervisory duties such as planning, directing and providing guidance to the team with regards to various project requirements, costs and scheduling. • Responsible for providing day to day technical support for computers, software, network, internet, telephones and office equipment for the company’s six Edmonton locations.

• Responsible for the maintenance and support of the servers, network equipment, desktop computers and wireless technology located at schools across the entire district. • Generated documentation for standards that were used throughout the school district. • At each site, provided teachers and students with training on various technologies.