Diane Mcnena Email & Phone Number

Guelph, Ontario

Receive calls from Contractors and Homeowners using the Ontario One Call service - Call Before You Dig. Front line support for callers to create Locate Requests for all underground infrastructure owned by various utilities such as Telecommunications, Hydro, Water, Sewer etc. Generate Locate Requests, answer inquiries and assist callers using the ON1Call web portal.

Waterloo, Ontario

Managed day to day activities of IT Security Services team, delivering user access management, information audit reporting and support, security analyst and disaster recovery services. Led a team of eight to ten, responsible for service delivery to IT and Line of Business areas, comprised of Company staff and brokersActed as single point of contact for escalated service issues and high volume work requests in a business critical environment. Consulted with business owners to determine their needs and ensured their requests were fulfilled within agreed upon service level targetsResponded with immediate action as escalation contact point for Information Security incidents. Contributed to resolutions by ensuring Security components were managed through the process of incident and problem management activities, including documentation of Security responses and ongoing support for resolution activitiesParticipated on cross-functional team providing advisory and support services for IT change and release processes, following the ITIL framework. Consulted with Line of Business and IT staff for security, regulatory and privacy requirements, assigning resources to deliver operational and project services that ensured compliance with regulatory and security standardsSupported IT audit, governance and risk activities through the use of COBIT controls. Applied ITIL framework principles for effectiveness and efficiency. Recommended service design enhancements through the presentation of a new service delivery model for senior management. Successfully launched and integrated within IT Security operationsRecruited, selected and on-boarded staff, ensuring minimal turnover. Administered annual performance management, providing balanced feedback. Provided personal coaching to ensure engagement, personal growth and ongoing skill building to support IT Security objectives

Waterloo, Ontario

Managed data centre and associated production services team of 15, providing day-to-day work direction to ensure system availability and 24/7 support in a rotating shift environment. Accountable for production services and test system environments, production change implementations and support for disaster recovery planning and testingMaintained the data centre and managed associated resources, including floor space capacity. Coordinated and approved the provision of electrical, network and mechanical needs for installed equipment to support hardware infrastructureOwned and led Change management process. Participated as a member of Production Acceptance Criteria Management team involving the review of process and controls for introducing technology or hardware changes into production environments. Documented operational services for ITIL Service Catalog. Participated as Subject Matter Expert in assessment to measure and raise ITIL maturity levels for change and release processesProvided problem management support for IT Production Service. Recommended and delivered service improvements for the Data Centre and associated Production Operations, resulting in streamlined processes and operational efficienciesAuthorized and regularly audited data centre physical security access; recommended appropriate corporate policy changes to minimize risk of unauthorized accessRecruited and managed staff, including performance management, salary recommendations, career development plans, job descriptionsManaged the corporate printing environment, including hardware and service support. This operation produced very high volumes of high quality insurance policy prints, which were distributed to country-wide branches. I subsequently worked with IT and Marketing departments to outsource this large piece of the enterprise to a third party printing service, while ensuring a seamless transition with no interruption in service support or print availability