2018/01 – Present Application Operations Manager (Ministry of Citizens' Services )The job of Corporate Application Manager for Corporate deals with the planning, development, and delivery of multiple critical corporate business applications, to provide technical expertise, standards, and guidance on industry good practice to teams of systems professionals, and to provide advice to management and senior ministry staff on strategic direction for service development.Duties and tasks included the following: Supervises 12 staff Maintains effective working relationships with customers, business partners, vendors and contractors. Develops and chairs service governance forums, user groups, and change advisory boards. Develops multi-year technology and service roadmaps, plans and strategies, and ensures roadmap activities are prioritized, resourced, and completed. Provides advice to executive on service development and strategic direction for business and technology. Leads technical projects and assigns technical resources for upgrades to infrastructure and existing applications. Organizes problem resolution and preventative maintenance of corporate software engineering and infrastructure. Provides direction, technical expertise and advice to systems professionals supporting corporate databases and applications. This includes responsibility for ensuring alignment with Government-wide technologies, policies and standards. Defines and documents corporate technical standards and tools used to develop and implement ministry applications. Develops contract specifications, negotiates the terms, advises on the selection of contractors, and monitors performance.

•Leads working groups, task teams and committees composed of program specialists, information management specialists, operations staff and consultants to develop annual technology management plans.•Provides technical expertise in a broad range of infrastructure technologies and new systems development projects and ensures that an appropriate level of expertise is available to support the technical infrastructure.•Determines and defines standards for infrastructure technology products.• Develops business cases that consider technical alternatives, risk and costs, and defines technology positioning strategies for infrastructure to ensure that supported clients are positioned to incorporate new technologies.•Develops client support, hardware, software and infrastructure standards to preserve service quality and to ensure integration into government-wide standards. •Establishes and maintains change control procedures for infrastructure technology upgrades and business application software migrations to ensure a stable, reliable and secure environment is maintained throughout implementation.•Manages comprehensive infrastructure projects including planning and implementing enhancement projects, managing project resources and implementation over the full project life-cycle, providing functional direction to teams of systems professionals and recommending alternate solutions to address unforeseen issues needed for project completion.•Provides advice and counsel to the managers, directors, and other senior staff on strategic direction for ministry information technology, communications and applications management and technology policies, procedures and standards.•Designs, develops, implements and maintains utilities and layered products designed to support systems management, security reporting; queue management, operations.•Identifies opportunities to enhance services and/or reduce operational costs, evaluating and recommending acquisition of alternate products.

The Ministry IT Service Manager is the main point of liaison between ministry users of core IT services, and the OCIO. The Service Manager escalates issues when services are not satisfactorily provided. • Represents the ministry at IT councils and forums. Responsible for communication of core IT service incidents, change and announcements.• By understanding the ministry's business needs, the Ministry IT Service manager can provide advice and direction on ordering, provisioning and use of core and ministry IT services, ensuring the ministry is getting the most effective service available to them.• Liaises with ministry business areas and obtains feedback on the quality and delivery of IT services received• Liaises with OCIO Client Services with respect to communications and service issues• Acts as escalation point for IT related issues to the OCIO including incidents, break/fix, IMAC (installations, moves/adds, changes) iStore, general inquiry and coordinate service providers on ministry's behalf• Engages with OCIO regarding continued high level or improved services and provides input and customers' feedback regarding quality and delivery• Liaises with IMB and ministry contacts regarding the service management life cycle of change from concept, through design and implementation of the change• Provides issue resolution on behalf of customers• Manages service management framework, service life cycle, supporting policies and processes to align services and service development with changing client business requirements• Supports IT services and the evolution/enhancement of existing services, including service scope and definition, service levels and support model• Responsible for representing the ministry in regards to core IT service/application changes, introducing new core applications/services and the retirement of old applications/services changes

Project Coordinator for the Ministry of Small Business and Revenue for the workstation refresh deployment. The functions of this job included the scheduling, planning, testing, packaging and deployment of software and workstations all within the set deployment window.• Used the application development life cycle and methodologies approach to analyze, design, implement, test and evaluate the software and hardware deployment for the Ministry • Organized and facilitated planning with all of the business units to determine their branches’ unique requirements for the U2 refresh• Created cost estimates and other project status reports for the Steering Committee, project team members, Ministry directors and line managers• Software Testing Coordinator for the U2 workstation refresh• Coordinated with the IBM group to get the software and hardware ready for deployment and resolve issue with the deployment• Coordinated with the IBM team, software developers and Subject Matter Experts to get the software accepted by all groups for deployment.• Managed the software deficiency reports.• Converted existing Line of Business applications and other “off the shelf” software into MSI format for distribution to the Ministry’s computers

Packaging:• Used Install Shield to convert existing software applications into MSI format acceptable for Government deploymentInfrastructure Support:• Set up and tested the new prototype Citrix farms and DTS devices for hand over to ISM Canada • Created deployment groups for SMS software package for distribution to all Government workstations• Using knowledge of the application development life cycles and methodologies software was packaged or upgraded• Coordinated acceptance testing trials with the end users

As part of the IBM Technical Engineering Support (TES) group, this technical service role was to maintain the IT infrastructure at the Ministry of Children and Family Development. The scope of this work covered many technical areas. The duties included were:Server management:• Maintained the MCFD’s Active Directory OU container• Maintained a (5) server Citrix farm, (15) Windows 2000 production servers and (2) Windows 2003 development servers• Coordinated with stakeholders on change management windows for patching and updating the Citrix farm• Updated Router and ACL permission for the MCFD remote officesWorkstations management:• Deployed software and patches to (4700) workstations using Shavlik tools• Packaged and deployed software using Install Shield to (4700) workstationsProject work:• Scoped, priced and implemented minor technical projects and requests that were not covered under the master IBM agreement Support:• Provided senior technical support and develop solutions to complex operational problems Programming:• Created C++ applications for distribution to the Ministry• Created Vbscript application to manage the workstation infrastructureDatabase:• Performed routine maintenance on the DB2 databases • Ran ad hoc reports for the Ministry and internal IBM staff on assets and helpdesk call volumes