Drew Thomas Email & Phone Number

Winnipeg, Manitoba, Canada

Winnipeg, Mb

Facilitate service level attainment related to the provision of IT services to the organization, coordinating the resolution of high impact incidents and escalating where necessary on a 7x24 basis. Develop and deliver information related to process and communication between IS and all levels of the business. Facilitate the transition to production of changes to existing and new IS infrastructure.

Manage critical incidents and problems with an emphasis on minimizing production, financial and reputational impact (24x7 rotating on-call support).Identify and analyze incident and problem trends, thoroughly documenting resolution and/or workarounds.Manage stakeholder communications, provide seamless escalations and communicationsCreate and publish various metrics, reports, and conduct post incident reviews

Winnipeg, Mb

Quality Assurance Test Lead/Analyst responsible for leading, planning, managing and controlling all aspects of the QA Testing-related execution effort. Participate as a member of project leadership teams for software development projects and work with various stakeholders to obtain approval of test plans and results.

• Creation/maintenance of internal financial labour records capturing costs related to strategic outsourcing contracts.• Maintenance and support of a DB2 database and MS Access application used nationally to conduct surveys on service provision.• Design, development and maintenance of reports on four different quality processes.

• Managing a team of analysts responsible for overseeing the execution of standard practices in resolving problems and change implementation by service delivery teams and providing training on those processes.

• Design, development, maintenance and production of service level reports for outsourcing contracts.

Information Technology Project Management

Data Processing Management Certificate, It Management