Donald B. Email & Phone Number

North Vancouver, Bc, Ca

Leading Project Management Inc. is a leading project IT Recruiting and Professional Services Consulting firm. We only partner with some of the most highly recommended consultants or ones we have direct first-hand experience with. Our project management team is PMI-trained & and certified in advanced project management and project leadership from accredited institutes. We specialize in:• Healthcare clinical application Discovery, Requirements, Workflow Design, Change Management, and Implementation across entire hospital campuses. (e.g. 28 clinical departments and 3500 clinical staff)• IT infrastructure, PSHA Infrastructure Standards, Div. 27 PHSA Standard, PHSA Vocera Grade Wi-Fi, IT security, telecom, and unified communications projects beginning to end. • Delivery with the highest level of quality following industry best practices and on-schedule, on-budget delivery. Previous clients have commented that they have not had an IT project rollout run this smoothly in 25yrs. Stakeholder engagement and involvement are critical to the success of our projects and are required as part of our leading change management practices. Client Portfolio includes:•Fraser Health Authority •PHSA•Vancouver Coastal Health•Ecomm 911•City of Surrey•Vancouver Island University •Justice Institute of BC •Township of Langley •City of Abbotsford•Vancity•BC Hydro•WorkSafeBC•New Value Group•Best Buy Canada•Coast Capital Savings•ICBC•Rovalution Automotive•TEKSystem•Teema•ITIQ•Swim Recruiting•Avocette•Microserve •SI Systems•Annex Consulting GroupWe look forward to exceeding your expectations.Donald Balanecki, CEOLeading Project Management Inc.www.leadingpm.ca

Vancouver, Bc, Ca

Lions Gate Hospital (LGH) Acute Care Facility (ACF) Redevelopment Project- Member of Facilities Management IMITS compliance team- LGH ACF IMITS requirements- LGH ACF Design Builder submission evaluations- LGH ACF Design - LGH Campus IMITS current state design- LGH Vocera Infrastructure High Level Requirements - LGH Autonomist robots High Level requirements

Langley, British Columbia, Ca

Abbotsford , Bc, Ca

Vancouver, Bc, Ca

• Member Contact Experience Call Centre Solution Program. -Genesys Pure Engage cloud contact centre solution. -API Integration with T24 banks solution and TSYS Visa solution. -Organizational change management, training and implementation for 450 end users. -68 Vancity team members, 5 external vendors and 7 projects under the program • Home Agents & Branches Covid Stabilization Project -At Home Agent call centre and branch transition for 650 Vancity staff -InfoSec required Citrix remote access transition for 800+ staff and VDI infrastructure build locally and in Azure.• Member Contact Experience Call Centre Phase 2 Project

Vancouver, British Columbia, Ca

Vancouver, British Columbia, Ca

Sr. Project Manager for Data Centre Plan, Analysis and High Level Design project.Acting Program Manager for Data Centre Migration Program.PM for enterprise Network Segmentation security project.PM for enterprise Solarwinds Monitoring project.

Surrey, Bc, Ca

Key Accomplishments•Senior PM for enterprise Aspect Contact Centre solution.•Managed a large team with 25-45 members including 6 external vendors and internal teams across multiple departments.•Scope included: Extensive business requirements, Business & IT organization change management execution, new phone system, advanced IVR, skills based routing, call and screen recording, WFM, outbound dialer, centralized BI reporting solution, Omni channel, custom developed UI and a updated ESB (Enterprise Service Bus).•Large highly complex and technical program, with 4 environments across 3 data-centres and over 140 servers, extensive security requirements and data centre move mid project.•Project included multiple complex technical work streams such as: VoIP architecture redesign, custom software development, system integration to several other systems within and external to Coast Capital Savings.•System integration included: T24 banking system, Kronos Payroll system, Mitel 4, Mitel 7, Skype for business and a ESB.

Surrey, British Columbia, Ca

Key Accomplishments•PM for enterprise telecom & unified communications project •Managed: RFP evaluation, project plan, business analysis, vendor contract & implementation for the City's enterprise telecom unified communications project•PM for enterprise LAN & network security project •Managed: RFP, project plan, design, vendor contract & implementation for the City's enterprise LAN & network security project

North Vancouver, British Columbia, Ca

Key Accomplishments•Lead for the successful packaged implementation of four separate multi-million dollar projects with seamless cutovers, including 24/7 operations. •Wrote the collaborative implementation project plan to deploy 1200 Cisco VoIP Phones, 1150 new IBM computers running Windows 7 and 6 new Windows 7 compatible call centre applications for 1000 users in 28 departments, across 3 locations in BC.•Managed and wrote the migration plan for a new 375 user call centre IT solution in a seamless 15 second cutover and included a 5 minute rollback plan for the ICBC 24/7/365 Dial a claim contact centre.•Planning and Lead of deployment teams (70 resources), made up of 45 technical resources and 25 business user cutover support resources. •Managed the development of a new I-Phone App and deployment of 40 I-Phones for Contact Centre Supervisors phone calls over a Wi-Fi network.•Lead for the first in N. America production deployment of a fully integrated Genesys 8.x and Cisco 8.x Call centre VoIP solution.

North Vancouver, British Columbia, Ca

Key Accomplishments•Lead for the first in N. America architecture & design teams to build a 36 server high availability Genesys & Cisco CUCM VoIP solution for ICBC and the public of British Columbia.•Worked with various ICBC project teams to migrate the 36 server environment from North Vancouver to a new datacenter in Kamloops.•Delivered 3 separate Genesys 8.x & Cisco 8.x fully integrated VoIP solutions that included Nuance Speech recognition and NICE call recording, Business Objects, VMware, SQL 2008, Oracle, Unix, Windows 2008.•Negotiated and built a diversified project team of 18 IS team members from 10 internal ICBC departments.•Worked with 4 external vendor’s management and IS teams including: Cisco Advance Solutions, Telus and NICE.•Wrote and managed a multi-million dollar IS budget for a multi-million dollar project.•Solution included management of following technologies: Cisco, VM Ware, SQL Enterprise, Unix, Windows 2008 Server, Windows 2003 Server, Windows 7, Genesys, Nuance, NICE, Reflections, Web Development, Mainframe integration. Responsibilities•Total project ownership of IT deliverables including: internal and external scope statements, work breakdown structures, project plans, project financials, status reports, task and issue logs, change requests, funding requests and risk mitigation planning.•IS Change Management, sustainment planning and operational IS resource training.•Genesys Call centre and Cisco VoIP Telecom IT architecture for four BC sites with 35 distributed PRIs.•Managed senior stakeholders, project teams, end users and project vendors.

Denver, Co, Us

Key Accomplishments• Managed the centralization of 7 call-centres solutions with 500 users into 1 Interactive Intelligence VoIP telecommunications solution over 2.5 years with a $1.5 million budget and a $25,000 annual return on investment.• Supported 1,000,050 inbound and 335,000 outbound calls annually.• Managed over 50 different staff and vendors while building 7 project teams.• Successfully communicated with multiple stakeholders and external vendors across North America to achieve a collaborative VoIP telecom system with zero down time.• Integrated the VoIP system with 4 external PBXs and 3 call-centre applications for CRM-like functionality and call-centre workforce management. • Received personal recommendations from project sponsors and stakeholders in each project lessons learned survey.Duties• Total project ownership of deliverables including: project charters, scope statements, work breakdown structures, network diagrams, critical path calculations, project plans, project financials, status reports, task and issue logs, change requests, funding requests and risk mitigation plans.• Drafting ad hoc project proposals for executive teams and project sponsors.• Building project teams across North America and unifying them in one collaborative unit.• Monthly project accounting reviews and 6 month out cash flow forecasts.• Managing senior stakeholders, project teams, end users and project vendors.

Denver, Co, Us

Key Accomplishments• Delivered a Cisco call manager VoIP design and implementation across 3 Intrawest sites over MPLS wide area network; 50 users, $140,000 budget, 1 year period, team of 10.• Consolidated 10 call-centres and 950 toll-free numbers into a virtual contact centre model over a 1.5 year period with a team of 4 for $0 capital investment.• Project lead for Interactive Intelligence call recording solution across 4 contact centres, recording up to 4000 calls per day.Duties• Project management, planning and design for telecom and network services.• Telecom operations management with resorts.• Vendor management for IT operations and projects.• Training and mentoring new and existing telecommunication administrators on Interactive Intelligence and Cisco solutions. • Writing and implementing IT policies and procedures including disaster recovery plans.• Operations management and system administration of VoIP, PBX & call-centre telecom solutions at sites distributed across North America.• Analyzing IT business requirements and implementing solutions through enhancements, upgrades and customizations.• Supporting and maintaining various MS Windows NT, 2000, and 2003 servers.• Proactively conducting line studies and business analyses to determine telecom hardware, software and PRI phone line requirements to midigate operational risks.

Denver, Co, Us

• Delivered a 200-user Interactive Intelligence Montreal call-centre including network infrastructure, telecom and workstation solutions over 6 months with a budget of $700,000. • Delivered a 300-user Interactive Intelligence call-centre including telecom and workstation solutions over 4 months with a budget of $280,000.• Delivered a 120-user Interactive Intelligence Montreal call-centre including, telecom and workstation solutions over 4 months with a budget of $170,000.• Operations management and system administration of PBX & call-centre telecom solutions at sites across North America.• Supporting and maintaining various MS Windows NT, XP, 2000, and 2003 servers & desktops.• Vendor management for IT operations and projects.

Denver, Co, Us

• Developed a resort conference focused reservation system over a 4 month duration that generated $5 million in sales.• Database and system development for various call-centre business initiatives and reporting requirements.

Denver, Co, Us

• Developed an MS Access database that produced the same business critical report in 8 minutes, instead of a 14 hour manual process.• Operations management of call-centre staff and relationship management with vendors and end customers.

Certificate, Project Leadership Certificate

Certificate, Advanced Project Management Certificate

Diploma, Marketing Management Diploma

Course, Project Management Essentials

Course, Project Management Process

Certificate Program, Computer Networking

Course, Computer Networking

Course, Understanding Telecommunication

Interaction Center Handler Developer