Mark Richards Email & Phone Number

St. John's, NL, CA

St John’s, Newfoundland And Labrador, Canada

The Director of Enterprise Architecture & Network Operations provides leadership and oversight of IT service delivery. This position plays a key role for project implementation phase by developing policies and procedures, shaping strategies, creating training materials etc. The role involves compliance, client and vendor relations and navigating the.

St John’s, Newfoundland And Labrador, Canada

• Maintain business services, provisioning changes to services, and showing leadership in change and improvement initiatives.
• Establish excellent client engagement, manage customer expectations, and lead a team to achieve operational service delivery excellence.
• Establish services delivery processes & continuous improvement.
• Supervise the service delivery team.
• Ensure adherence to the IT Service Management (ITSM) technical support model and escalation process.
• Maintain cost-effective IT services and control of licensing/ budgets.

• Oversee Regional Health Authorities (RHA’s), Centre for Health Information (NLCHI) and Call Centre vendor with a focus on employee engagement and development to support expectations
• Negotiate contracts between vendor and NLCHI to meet strategic goals and ensure that terms and conditions are maintained to with quality at the forefront
• Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
• Identifying and defining user requirements with establishing technical specifications, and production, productivity, quality, and customer-service standards
• Manage the quality of service delivered to ensure the vendor satisfies NLCHI/RHA requirements, call and work flows, reporting, performance metrics, performance feedback, service improvements and cost containment
• Review and monitor daily, weekly and monthly program performance and, develop plans to rectify the problems and provide feedback on result for continual process improvement

St John’s, Newfoundland And Labrador, Canada

*Superior communication (written and verbal)*Self-motivated and possess excellent time management and organizational skills*The ability to build and maintain effective business working relationships*Superior interpersonal skills*Strong ability to communicate meaningfully with both technical and business analytic resources*Ability to manage multiple tasks.

St John’s, Newfoundland And Labrador, Canada

St. John's, Newfoundland

• Lead the Information Technology Infrastructure Library (ITIL) change management process for both corporate and electronic health record (EHR) related IT environments
• Coordination of Risk Management processes for the department
• Provide business analysis and project coordination support by acting as a liaison between external consultants, stakeholders, committees and Centre resources
• Compile and draft reports and participate in the development and evaluation of request for proposals and budget preparations

• Review, evaluate and analyze current process workflows to ensure they are meeting specific demand and make recommendations that are based on research and best practices.
• Develop, enhance and update business processes using specific knowledge training to enhance the quality of material in the work environment and opening communication between teams.
• Proficient building skills in Visio with workflows to illustrate current and future workflows which highlight gaps in process and communication weak points but deliver great visual talking points.
• Lead information gathering sessions to help teams understand root cause of issues and avenues to address concerns.

Newfoundland And Labrador, Canada

• Process Management
• Coordinating document management activities such as designed and form standardization with template standards.
• Developing, review and implementing documents and procedures to ensure all information has been properly captured as per protocol.
• Coordinator for Process Management for the Centre to ensure standards and compliance goals are being achieved for process lifecycle.
• Provides expert direction and guidance to process improvements and establishment of policies
• Responsible for ensuring documents are properly stored and easily accessible for operational consumption.

St. John's, Newfoundland

• Coordinate IT Change Management requests for the Centre’s Electronic Health Record (EHR) and corporate environment.
• Coordinate IT Change Management process and procedures with our externally vendors to ensure steps are taken to eliminate an unnecessary risks to out IT environments.
• Responsible to ensure that IT change request in the EHR environment are being implemented in testing environment, staging environment and production environment while ensuring business requirement are met.
• Ensure IT changes requests that are being implemented in the Centre’s and ensure that timelines and schedules are being followed as per business process.
• Evaluation of all details on IT change request such as impact, urgency, environment, plan and back out plan have been added to the change management system (eCMS).
• Lead weekly IT change meetings with internal staff and external vendors to ensure all parties are aware of scheduled changes and document updates as needed.

• Monitor and maintain inbound queues to address technical incidents at site location.
• Monitor and maintain inbound queues to address technical incidents at Pharmacy locations.
• Monitor and maintain off-line ITSM database and address technical issues.
• Monitor and maintain Pharmacy Network and address/escalate issues as per documentation.
• Logistics coordinator for the Centre Disaster Recovery Plan with a key focus on site recovery timelines and restoration.
• System administrator for software used on the Pharmacy Network which allows creation and access of Pharmacist/Pharmacist Technicians accounts.

St. John's

• Reviewed project tenders with site planner and chose contactors based on scope of project, target goals and finical scales.
• Review and adjust timelines as projected developed and ensure contractors and project timelines matched to achieve target goals.
• Responsible for the day to day facility operations for over 500 staff members. These duties include the management of all external companies to ensure all work is complete properly at the site, all staff members have.
• Address issues that arise with equipment at site and ensure that the correct parties are involved to resolve in appropriate timeframe.
• Give critical feedback and progress of site issues to operations and provide avenues on how to address.

St. John's, NL. Tucson, AZ.

• Developed strong time management skills with great efficiency to create and deliver class timelines.
• Created, maintained and implemented class agenda’s which developed time efficiency and class management.
• Implemented the set-up and production of Day of Install department in Tucson, AZ.
• Implemented the set-up and production of Digital Activation in Convergys St. John’s.
• Gained superior verbal communications skills by conveying technical information to training groups of 15 -20 new agents regarding new processes in the Day of Install Project
• Gained strong Management Skills from arranging the circular activities of a class of 20-25 on technical support issues.

St. John's, Newfoundland

• Point of contact for the client and have developed a great working relationship. client.
• Responsible for the recruiting, hiring and development of new agents into the workplace.
• Manage, support and enforce company processes to ensure that we achieve and conduct the highest quality for our Clients.
• Point of contact for IT support. Goal was to ensure that network outages and bridge calls had all relative information and to complete research to resolve issues.
• Work daily with system programmers to resolve any issues that arise. Have to ability to negotiate solutions through consensus building on conference calls and in meetings.
• Showed advanced verbal and written communication skills while working with guidance from the St. John’s Client Services team and in conjunction with the VP’s for our Client to set up a successful functioning project.

Better Business Writing: The Right Approach, Completed

Better Business Writing teaches the basics of grammar and punctuation and demonstrates writing techniques appropriate for today's business.

Lean - Six Sigma, Yellow Belt, Certified

Activities and Societies: A Lean Six Sigma Yellow Belt possesses a thorough understanding of the elementary aspects of the Lean Six Sigma.

The 7 Habits Of Highly Effective People, Completed

Activities and Societies: The 7 Habits of Highly Effective People, first published in 1988, presents an approach to being effective in.

Principles Of Project Management, Project Management

A broad survey of project management concepts, tools, and techniques applicable to any project across most industries. This course will.

Itil Service Lifecycle: Service Transition

The main process focus areas of this course include: Transition planning and support Service asset and configuration management Change.

Information Technology Infrastructure Library (Itil) V3 Foundation

Activities and Societies: Completed ITIL V3 Foundation which is a set of good practices for IT service management (ITSM) that focuses on.

Education record

Education record