Office 365 migration:- Corporate email & network ID standardization, - Intune Exchange Admin Center deployment,- Office 365 Pro-Plus & MFA roll-outIT Service Management ITIL process & ServiceNow implementation:- Vendor selection and ongoing engagement- Incidents & Service Requests- Knowledge base- Change Management - Problem Management- Self-Service portal and mobile appPhone System migration to TELUS T2C

PROJECT MANAGEMENT / BUSINESS ANALYSIS:Played a dual role as a PM & BA for the scoping and implementation of:- ITIL Service Management processes for Change, Service & Incident management- IT Service Catalog - Service Now Express ticketing system (Retiring of Manage Engine)- Corporate Extranet (Replacing Dropbox & Box.com)- Cisco Emergency Responder, CER 911 implementation- SAP Cloud Service - Fiori app for Purchase Reqs and AFE approvalsPEOPLE LIFECYCLE MANAGEMENT- Redesigned process followed to notify required departments of onboarding / staff change / off boarding activities throughout the organization- Implemented new forms and workflow automations leveraging SharePoint & Nintex functionalities to automate the notification & reporting of staff lifecycle activitiesITGC & PROJECT CONTROLS- Documented internal processes required to facilitate the quarterly access control audit requirements- Implemented a formal IT Projects Methodology in compliance with Project controls- Worked with Internal Audit & the Director of IT to address & close deficiencies identified during the Security & Project Controls auditSCORECARD & REPORTS- Worked with the Director of IT to implement a set of metrics & reports for the monthly executive scorecard- Established clear KPIs around IT service management and reported monthly to the IT Management team on results and variances- Developed progress report on internal audit deliverables, reviewed monthly with the VP of HR and the CEO

- Facilitated the strategy development to execute on end to end design, test, deployment and support plans for Incident Management, Service Request Fulfillment, Service Catalogue and Change Management- Managed the implementation of the new IT ticketing system HEAT Enterprise - Developed & executed the Organization Change Management plan- Implemented KPIs and reports to monitor progress and proactively take measures to sustain the adoption of the new process

PROJECT MANAGEMENT (Jan 2008-July 2011)- Managed cross-functional and geographically diverse teams of developers and operational subject matters experts to create a number of web-based applications to meet business requirements and streamline processes- Facilitated headcount & budget transfer negotiations with VPs, and consulted with HR & Legal to coordinate org restructure efforts between 2 TELUS entities- Managed the systems readiness & implementation of changes required to accommodate for the implementation of the HST in ON, QC & the Maritimes provinces. CULTURAL CHANGE & COMMUNICATIONS (Apr 2002-Dec 2007)- Develop and execute organizational change management, communication and training strategies for multiple interdependent projects, based on ADKAR principalsTEAM MANAGER (Apr 1998-Mar 2002)- Managed day-to-day operations of Inside Sales & Customer Service teams- Quality Call Monitoring