Jorge Wong Email & Phone Number

Calgary, Alberta, Canada

Calgary, Canada Area

Calgary, Canada Area

• Oversaw strategy and deployment of IPC service. Ensured quality of incident, problem, and change (IPC) services, and adhered to service level agreements (SLA). Provided guidance to service delivery managers and support.
• Built and maintained effective long-term relationships and high levels of satisfaction with key senior-level decision makers and influencers, increasing open dialogue and reducing potential for incidents.
• Created demand for CGI IPC services, raising profile with client by promoting talent pool, technical and language skills, and quality and agility of work.
• Conducted regular status and strategy meetings with client's senior management, understanding needs and linking to CGI services strategies.Consulting Expert 2018
• Provided knowledge and expertise IPC in analyzing data and challenges on metrics to get to green, identifying highly probable causes (process, people, and technology) and recommending feasible solutions.
• Took on IPC SDM role and responsibilities when previous member left organization. Developed and strengthened relationships with key stakeholders internally and with client, in addition to existing role and.

Calgary, Canada Area

• Problem Management Lead, Suncor Corp 2018
• Improved / refined and agreed upon existing problem management process and methodology and defined roadmap to move from current state to end state by working with Suncor Corp and CGI offshore team.
• Developed roadmap covering 3 key phases to deploy end-to-end problem management program, driving consistent practices across CGI team.
• Created and executed 100-day action plan, delivering action items and acquiring client sign-off.
• Identified root causes and recommended solutions to prevent recurrences through engagement and involvement in high-profile problem investigations, most notably, Denver Refinery, FPSO, and Rack25.Problem Management.
• Worked with Suncor Downstream and CGI Operational team, Compugen, and problem management team, provided monthly and interim monthly data in presentation format, and told story behind data, identifying systemic trends.

• IT Problem Manager, Contract
• Developed and implemented problem management process, ServiceNow as tracking tool and repository for investigations, including Known Errors, providing training to internal and external staff.
• Established and chaired problem advisory board, escalation and accountability channel, resolving “gaps / breakages” and enhancing decisions based on accurate and timely information.
• Generated problem management governance model, providing “end to end” structure for process efficiencies, escalations, and accountability of roles.
• Developed and introduced key performance indicators to continually improve value and benefit with consistent successful results, achieving reduction of critical incidents and 100% success in root cause to fix ratio.
• Guided and directed members on various root cause analysis techniques, identifying direct, contributing, and root causes and feasible solutions, including technology, process and procedures, and training.

Calgary, Canada Area

• Developed and implemented, from idea and vision information technology service management forum (itSMF) problem management practitioner’s forum (ITIL based), in Calgary for problem managers to share knowledge and.
• Hosted and facilitated sharing of information and experiences between like-minded practitioners, providing opportunity for networking and growing level of knowledge of participants.
• Planned and expanded practitioner’s forum to extend to incident management, service catalogue, and portfolio management, as well as change management, increasing audience attendance, participation, and interest.
• Built strong relationships and trust with fellow colleagues, receiving input and ideas, maximizing individual and group output and potential, and driving potential future agenda items and topics for discussion.

• Eliminated errors in IT infrastructure, systems, and applications, and minimized or prevented adverse impact on business, stabilizing infrastructure and technology environment.
• Implemented permanent solutions, removing root causes with 100% success and business satisfaction.
• Researched, organized, and facilitated Problem Investigations Cause Mapping Workshops for (IT and business) staff, promoting increased knowledge in technique used worldwide for problem investigations, cause mapping of.
• Developed and introduced problem management key performance indicators, improving value and benefit of service management process with consistent results and achieving reduction of major incidents and increase in.

• Promoted IT and Business alignment by marketing IT Service Management (incident, problem, change, availability, and capacity) processes’ values and benefits.
• Fostered alignment and collaboration as liaison between information technology and business partners.
• Evaluated various systems and applications for business and IT and led team in integrating contributions into best final product, delivering services and solutions to business.

• Examined, investigated, and reduced incidents average life cycle from over 75 days to less than 10 days average.
• Analyzed, promoted, and supported business unit processes with technology, using both off-the-shelf and custom designed software that resulted in labor savings of 30%.
• Assessed, investigated, and resolved lengthy and complex IT infrastructure problems, reducing project resource waiting times and delays to deployment date. Achievement recognized by Inukshuk Award.

• Supervised ENMAX sustainment team, increased resource productivity and customer satisfaction 50%, and decreased application data integrity, customer issues, and defects to negligible. Adopted and promoted ITIL best.
• Ensured high stability of environment and applications and minimized impact on call center through involvement in initiatives, such as Route Re-structuring and EasyMax at Enmax.
• Designed and built SharePoint site at Enmax, organizing all aspects of information sharing, from finding documents through to collaborating with version control and workflow.
• Investigated and coordinated resolution of major customer loyalty and rewards program problems and implemented controls that mitigated exposure to reoccurrence of issues and resulted in 100% success rate. Achievement.

• Supervised CIS environment team for Enmax and Gas South clients, ensuring high availability, stability, and performance on existing and migrated systems, applications, processes, interfaces, and other supporting core.
• Promoted and executed incident and problem management processes, improving availability, and decreasing incidents volume, critical incidents, and business impact.
• Performed release, change and migration control coordinating responsibilities, based on ITIL framework.
• Developed and conducted disaster recovery exercise planning, testing, and documenting for Enmax Gas South.
• Evaluated, tested and deployed upgrades as releases became available for Banner, PVCS Version manager application, DOC1, Test Director and Win Runner, Genesis Framework and Workforce Manager applications, Edify IVR.
• Created methodology standards and implementation guidelines for installation and development of software applications, such as PVCS Version Manager at ABSU.

Calgary, Canada Area

• Managed and supervised Call Center Technology sustainment team, reducing after-hours maintenance calls and system abandonment 90% consistently over 3 years, and providing highly available system to customers and staff.
• Developed business process flow diagrams and streamlined processes that were adopted and supported by technology support staff for call center issues resolution.
• Created business case and project plan for implementation of call center IVR and speech recognition applications upgrade, including designing network hardware standards, database, and operating system environments, and.

Calgary, Canada Area

• Coordinated with multi-company stakeholder’s deployment and installation of Banner application, forms server, with cross sectional departments, achieving 50% batch processing improvements, 95%+ application.