Don Macdonald Email and Phone Number

 Works closely with the BU ProAction-AS Implementation Manager to ensure overall success of the ProAction-AS/Workbench roll-out within the BU; Completes related tasks as assigned Assists with Team Maturity Health Check interviews Participates in weekly touch points with the Service Leaders during the "Play" phase and transition to daily touch points two weeks before/during the Set-Up Phase (project specific). Actively guides/coaches Service Leaders to address issues as they arise and ensures ProAction-AS processes & Tooling are tailored and implemented according to specific guidelines. Assists with the creation of, and reviews with Service Leaders, Project User Guides. Ensures the Service Leader/team is benefiting from all appropriate workbench features. Actively participates in the Canada/Corporate Coaching Network and promotes the adoption of best practices. Collaborates with all supporting parties. Attends the monthly Service Leader knowledge exchange and coach collaboration meetings. Updates the Engagement Template as needed. Creation of various SLA automation Velocity reports to better illustrate account health, budget & Forecasting. Optimizing account delivery – Conduct delivery/Process Gap analysis, tailoring actions against gaps, training Service Delivery Managers to mitigate any gaps/risks/issues. Conducted interviews to Staff & Hire resources. Delivering on daily Service Level Agreement and generation of Monthly reports. Managing staff Members Mentoring other Lead(s) on the account Conducting Performance Reviews with account resources Presenting weekly operations data to the client while tracking and seeing through to completion (Actions, Risks, Issues & Change)

 Ensuring client requirements are accurately defined and translated into effective business and functional designs, proposals and solutions Responsible for Health Claims Project - Coordination, Planning, Execution & testing. Work with QA staff to prevent defects during warranty and pre-release periods. Developed applications, as per project specifications. Assist Management with CGI team resources. Plan & delegate using CGI's Frameworks and methodologies. Monitor team performance, give direction and take corrective action as needed. Ensure that issues are addressed as per Service Level Agreements. Provide ongoing performance feedback of team Members and communicate project recognition with the Director. Managed Employee utilization. Build team awareness & coaching based on Organizational quality standards. Work with Director, Sr. Management & Members to better serve the client. Involved in all aspects of requirement definition, design, business impact identification, risk identification, system design, development of process design, testing and validation, recommendation of acceptance, quality assurance, training, communications, process re-engineering for system business solutions, input to project work plan, implementation process and provided estimates of effort. Worked with the IT vendor on various levels to define the design of custom reports and statements for an online billing system.  Responsible for the creation and validation of the test cases, the creation of the user documentation and contributed to the design and creation of the user training documents. Defined, prioritized and verified provided documented Business Requirements Designed, developed and implemented applications as per the requirements.  Assisted with the design of custom reports and statements for an online health billing application.

Team Management, Account health checks, portfolio management, performance feedback & resource management.Managed a team supplying MART ( Mobile Access & Remote Technology) support for a global industry leader in investments (Goldman Sachs).