Charter member of TD Lean Centre of Excellence (under the Office of the CIO), driving efficiency across IT operations• Redesign of end-to-end IT provisioning process, including demand & capacity management, design, procurement, build, QA & test management• Creation of single specification sheet for server builds and application deployment, to be used by all platform groups• Creation of intake template for File Transfer, in order to speed up the setup process• Creation of reporting workbook, in order to rapidly calculate metrics and post to SharePoint sites• Providing training in IT Service Management best practices

• Process and governance expert• Implementing process simplifications and efficiencies• Recommendation of suitable policies• Closing of audit findings• Leading of team meetings• Involved in Demand Management of storage and processing capacity

• Teaching IT Service Management best practices throughout the US, Canada, and internationally; receiving highest customer satisfaction ratings of any on the delivery team• Consulting on IT Service Management best practices and conducting process maturity assessments and audits throughout the US and Canada, including the writing of conclusions and recommendations• Documentation of tool requirements needed to support the ITIL v3 framework• Owner of various education products: responsible for course material development and quality assurance, responsible for mentoring other trainers and ensuring delivery of these products is accurate and consistent• Creation and delivery of seminars and workshops, and hosting of focus groups, for major North America service management conferences, including Pink Elephant’s annual service management conference, and the Help Desk Institute (HDI)• Contribution of practical documentation to Pink Elephant’s best practice management tool• Delivery of Apollo 13 simulation• Identification of sales leads

• Involved in Service Support consulting, particularly change management and training• Involved in IT service continuity management and capacity management consulting• Provided technology support to various clients• Responsible for streamlining standard accounting and fund accounting practices• Created procedures to be used by office staff and trained staff to use those procedures and applications• Familiar with complex payroll structures and payroll outsourcing• Programmed telephone systems

• Involved in the entire Service Support cycle, particularly change management and release management, building, testing, roll-outs, and user training• Developed and presented courses in new hire technology management, firm time and billing software, Adobe Acrobat, etc.• Provided second-level technological support to partners, consultants, and administrative assistants• Maintained a support call tracking system to ensure end users’ requests were resolved in a timely fashion• Repaired laptops, desktops, printers, etc., and set up and configured systems for new users• Maintained an inventory of assets for multiple lines of service• Performed software troubleshooting and compatibility testing• Performed network user and server administration• Designed, programmed, and administered Lotus Notes databases• Interviewed, hired, trained, and managed co-op students• Help Desk (3/98 to 7/98): resolved support issues via telephone and remote access software

• Planned and administered Novell network (version 3.12), managed and set up workstations, planned and implemented solutions for year 2000 roll-over• Maintained entire network system and ensured data integrity• Performed system backup using ArcServe• Reported and generated statistics in dBase and Clipper• Designed and programmed macros in WordPerfect for Windows and ACCPAC• Performed desktop publishing• Wrote documentation so staff could use the system unsupervised