Ian Ritchie Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Service Management | Project Management | Change ManagementService Deliery Manager for a CIBC internal Technology Alerting Service, tracked and delivered over 150 change requests for Technology Alerts per year.Led the transition of the Technology Alert Service from an email based format to a hybrid email-intranet published service portal format.Increased employee engagement by 30% with respect to portal hits and follow through on Technology Alert email communications.Consulted with internal busniness and dev-ops partners to enhance the employee Technology Alert service and increase employee adoption of the new service. Utilizeded in-depth knowledge of escalation procedures and incident management to consult with partner LOB’s for communications and change support.Accountable for service delivery performance, meeting all partner LOB expectations.Advised LOB's on methods, technologies and change management processes that increased overall communications effectiveness.Collaborated on new hire recruitment, training and development within the organization.

Toronto, Ontario, Canada

Change Management | Project Management | Service Management As change manager, led assigned projects and coordinated with Service Owners and Senior Directors to launch new technology services for CIBC employees.Change and Adoption lead for the introduction of Android and Apple corporate and employee mobile offerings, impacting over 9,000 corporate mobile users and introduced a new BYOD service for CIBC employees.Conducted presentations to internal clients (LOB’s) as required to promote service updates and improve technology adoption.Managed quality assurance efforts such as service introduction evaluations, internal CIBC employee feedback initiatives and performed customer surveys.Created and managed all support documentation for project and end user support.

Toronto, Ontario, Canada

Project Management | Change Management | Implementation Management Managed and provided direction for the project planning, scheduling and execution of all stages of enterprise software and system implementations.Typical project scope was 500k to 1.5m.Completed over 20 project updates including: migrating over 9,000 enterprise MS Exchange mailboxs across 15 internal lines of business and transitioning an outdated CIBC enterprise IM chat service to Skype for Business – this was an enterprise update for 38,000+ employees.Represented department and team members for active projects at enterprise TAB, CAB and ECAB forums.Prepared all required project documentation and project plans in accordance with CIBC project management standards including project charters, statements of work and requirements documentation. Ensured that all budget and resource expenditures were tracked and managed according to project plans.Managed the delivery of or created end user technical documentation and ‘How To’ guides to support project deliverables. Explained complex, technology-related issues in basic, understandable terms to clients. Identified areas of weakness and recommended or implemented process improvements.

Toronto, Ontario, Canada

Resolved diverse range of technical issues across the CIBC Retail Branch Print Network and related applications for end-users across multiple time zones.Traveled to CIBC retail Branches across Canada to provide on site technical support.Assisted customers in identifying issues and explained solutions to restore service and functionality. Maintained relationships with CIBC stakeholders and LOB's outside of the retail branch network.

Toronto, Ontario, Canada

Team Lead for installation, configuration and maintenance of network hardware and software components. Resolved end user related problems by providing technical guidance and expertise. Provided technical support (within a team framework) for over 1800 CIBC Retail Branch servers.

Masters Certificate, Project Management

Diploma, Recording Arts Technology/Technician