Doughlas Fernandez Email & Phone Number

Mississauga, Ontario, Canada

Toronto, Canada Area

Achievements: Re-designed and the operational device support processes resulting in a 60% efficiency; Achieved 33% costs savings through process automation of scheduling of cash collection activities o Led all phases of the improvement initiative to identify process efficiencies, automation opportunities and timeliness of the associated activities; Defined operational requirements for Requests for Proposals (RFPs); Served as the operations lead for the roll out of open payment functionality on the Metrolinx network; Led the implementation of a quality assessment program to evaluate the end-user experience; Defined the acceptance criteria gate to ensure a handover of new implementations to production; Supported project teams as the operational subject matter expert for fare-media implementations; Provided oversight for operational governance review activities for three key vendors. This included oversight and review of key reported metrics, identifying opportunities for cost savings and improvements, and establishing robust operational partnerships; Facilitated end of initiative reflection focusing on areas of success as well as areas of improvement; Developed, implemented, and delivered reporting of key operational metrics highlighting device availability, service delivery quality, and effectiveness of continuous improvement activities; Served as the incident manager for all critical infrastructure service incidents; Led a team of analysts to provide operational support and management reporting for the Toronto Transit Commission portfolio.

Toronto, Canada Area

- Consulted in the development and improvement of key processes across the various business units. This focused primarily on enterprise technology risk reporting for OSFI, US regional risk reporting for the US Federal Reserve- Developed and implemented a technology client focus dashboard emphasizing client sentiment relative to technological improvements for customers aligned to business objectives- Improved operational performance reporting timelines by 40%- Implemented a centralized repository for all key technology metrics aligned to business priorities- Mentored students through the co-op placement program

Toronto, Canada Area

Achieved 70% process efficiency through the reduction of non-value added activities enabling:o Greater accountability and partnerships across groups;o Improved workflow through decrease of non-value added activities;o Increased productivity as measured based on identified key metrics;Defined, implemented and managed the IT infrastructure capacity forecasting process across multiple business and technology groups. This included;o Identifying and managing key stakeholder expectations;o Ensuring consistency of activities through the process cycle;o Fostering effective collaboration;Facilitated the delivery of key items to enable the financial forecasts for the upcoming fiscal year;Leveraged available technology (Share Point Services) to provide a single focal point for all IT infrastructure planning activities across the technology groups;Consulted and supported the rollout of various initiatives within the organization such as the CIBC @ work program, the hiring and approval process, and other process improvement activities;Facilitated the delivery of executive management reports tracking progress against defined organization strategies;Volunteered with the Health and Safety Committee to promote a safe working environment.

Toronto, Canada Area

Developed and successfully implemented a governance framework for IT infrastructure capacity management; Documented and published artifacts for use in infrastructure capacity planning activities;Implemented process improvements to: o Proactively identify potential IT capacity related incidents; o Enable IT capacity forecasting and planning activities; o Facilitate post-mortem activities for IT infrastructure problems;Assisted with the implementation of the IT software lifecycle tracking mechanism aligned to defined organizational standards.

Toronto, Canada Area

Managed a team of eight individuals;Successfully re-engineering four major processes, improving efficiency by 40%;Defined scope and administered project work packages to achieve project objectives;Defined, documented and implemented the operating procedures for the team; Conducted cost/benefit analyses and implemented plans for process improvement;Designed and implemented a performance efficiency measurement tool based on identified key performance indicators;Worked with production support teams to identify and implement functional enhancements for the interface used by the team;Ensured training success by planning, and conducting the departmental orientation and training program;

Toronto, Canada Area

The Engineer-In-Residence program - through the Professional Engineers of Ontario (PEO) - matches an engineer with a local school. The engineer and contact school teacher plan a series of school visits. Working with the local school, we engaged the students in meaningful discussions and hands-on experiments. These activities are curriculum-linked and are designed to get students excited about science, technology, engineering and mathematics subjects, and to give a much needed real-world connection to classroom theory.

Managed a team of eight network control engineers;Member of the Health and Safety Committee.

Certificate, Risk Management

Bachelor Of Engineering (B.E), Avionics

Activities and Societies: Debate team, basketball team and soccer team.

High School, Pre-Engineering

Activities and Societies: Participated in basketball, field hockey, soccer, acting, debate and drama.