John Carter Email & Phone Number

Edmonton, Alberta, Canada

Alberta, Canada

Project management of the Diagnostic Tools squad and supporting the cross-functional projects/programs processing in parallel, ensuring effective project management by establishing detailed work plans and timelines.- Build the project roadmap and overarching strategy for approximately 200 diagnostic tools. - Create backlog with user stories, lead backlog refinements and prioritization in alignment of the data groups and tool owners- Lead the planning, execution, and tracking of sprints & the progress and productivity of squad members- Proactively remove any obstacles that may arise during the process to ensure the successful completion of each initiative- Engage and collaborate with various business stakeholders and project groups to align on timelines and plan next steps- Plan & conduct national surveys and facilitate workshops to identify use case scenarios, analyze workflow process of various user personas- Gap analysis of tools, data, features and high-level impact analysis on each roles to determine business requirements- Facilitate stakeholder meetings to present strategic options and recommendations to senior leaders to get approvals to implement the change - Support organizational change management (training and rollout) and engage leaders, users, and content groups for upcoming changes- Review and support refinement of decommissioning/enhancement plans and technical documents for frontline agents created by the squad- Gather end-user feedback and take appropriate action for continuous and iterative improvements with an agile approach

Alberta, Canada

Cont'd project lead of an enterprise level diagnostics tool to support technical support agents with more efficient data and automated smart features & solutions with a one stop shop approach.- Plan the roadmap for an enterprise level diagnostic tool, developed for technical support agents- Create backlog with user stories, prioritize tasks, manage sprint planning and progress tracking with subject matter experts, tool owner, manager and developers- Collaborate with stakeholders and other PMs with the cross-functional projects/programs processing in parallel to align on timelines and next steps- Proactively support UAT testing and remove any blocker during the process to ensure the successful completion of each sprint - Conduct gap analysis of tools to identify deltas on data, and features to implement feature parity items from the other tools before decommissioning - Facilitate stakeholder demos to present new features and changes- Support organizational change management and engage with content groups to request content updates - Review frontline agent documents and support refinement- Monitor and review service now intake tickets & post implementation surveys to gather end-user feedback and take appropriate action for continuous and iterative improvements with an agile approach

Vancouver, British Columbia, Canada

Project lead of a new software project to support technical support agents by providing more efficient process flow with a one stop shop approach which became an enterprise level tool after a few months.

Vancouver, British Columbia, Canada

•As part of the first epic of the project, with squad, processed the national operationalization of my lean six sigma yellow belt project, involving privacy and risk assessment procedure and Post Launch support structure development prior to national launch.•Involved in other developments on Service Now systems by contributing on the user experience enhancements with the functions/methods of my previous project. Created the UAT test planning to support the launch with MVP flow and recommendations.•Lead an Initiative that involves multiple stakeholder and alignment to implement a proactive solution. Started an investigation with squad and identified a factory design hardware issue causing service disconnections on customer network in long term usage. Proactively started swapping these equipments before it starts impacting customers with automated reporting and linking these accounts to frontline agents' daily tasks. •Customer experience enhancements on front-line software systems by collaborating with IT teams after identifying the root cause problems and recommended solutions.

Vancouver, British Columbia, Canada

•Supported new hire agents, involved in projects to provide efficient solutions. Completed the Lean six sigma white belt certification and initiated a new project called OneClick for technical support agents to improve workflow efficiency by automation, eliminating swivel chair tasks (motion wastes) between variety of tools being used in the technical support process. The tool became national that's being used by all technical support agents in other regions, Canada.

Vancouver, British Columbia, Canada

Greater Vancouver, British Columbia, Canada

• Visually merchandising, processing and showcasing the products at the store by styling with specific design elements, supported by own creativity with an exceptional fashion perception, regardless of limited time and conditions

Vancouver, British Columbia, Canada

Galveston, Texas, United States