Responsible to plan, schedule, and control deployment of changes to deliver new functionality required by the business while protecting the integrity of existing services. • Manages the Change process to ensure minimum impact to the delivery of service within the organization • Liaises with all necessary parties including the owner of the change, business-partners, and other Change Management Technical Specialists to ensure change building, testing, implementation, and back-out… Show more Responsible to plan, schedule, and control deployment of changes to deliver new functionality required by the business while protecting the integrity of existing services. • Manages the Change process to ensure minimum impact to the delivery of service within the organization • Liaises with all necessary parties including the owner of the change, business-partners, and other Change Management Technical Specialists to ensure change building, testing, implementation, and back-out plans follow pre-determined schedules and process • Analyses, evaluates, and authorizes changes • Performs post-change reviews to mitigate future impact on service • Creates change reports • Assists with Change Advisory Board (CAB) meetings• Ability to explain Change Management requirements to assist implementer to align to standards. Show less

As a Change & Release Management Specialist my role is responsible to plan, schedule and control deployment of changes and releases to deliver new functionality required by the business while protecting the integrity of existing services. Ensure that all involved stakeholders are informed of upcoming production releases and that all elements required to deploy and operate the services and products are delivered, controlled and traceable resulting in improved operational efficiency.•… Show more As a Change & Release Management Specialist my role is responsible to plan, schedule and control deployment of changes and releases to deliver new functionality required by the business while protecting the integrity of existing services. Ensure that all involved stakeholders are informed of upcoming production releases and that all elements required to deploy and operate the services and products are delivered, controlled and traceable resulting in improved operational efficiency.• Ensure changes affecting applications are introduced to the production environment in a controlled, coordinated, and timely manner.• Elaborate risk mitigation plans to ensure production environment stability.• Ensure all stakeholders follow Change Control procedures.• Accountable for all post-implementation reviews and closure including major changes.• Produce and monitor changes reports.• Execute release management process.• Accountable for successful release traceability items, deployment planning, team coordinating and deployment to ensure production environment stability.• Make recommendations for process and tools improvements.• Apply and ensure compliance with all appropriate CN IT standards. Show less

Ensured the Enterprise Change Management policies and processes were adhered to for all IT change records according to established ITIL Process standards, schedules and deadlines utilizing ServiceNow and BMC Remedy utilities.• Co-ordinated, executed, and subject matter expert for the Change Management process, providing both process and operational support.• Reviewed submitted Change requests for completeness, integrity, and compliance with process requirements. • Performed… Show more Ensured the Enterprise Change Management policies and processes were adhered to for all IT change records according to established ITIL Process standards, schedules and deadlines utilizing ServiceNow and BMC Remedy utilities.• Co-ordinated, executed, and subject matter expert for the Change Management process, providing both process and operational support.• Reviewed submitted Change requests for completeness, integrity, and compliance with process requirements. • Performed technical assessment, assess change readiness, and identified key stakeholders.• Evaluated risk and impact associated with submitted Changes on behalf of Change Review Board.• Thrived upon reviewing & following up on Latent, Unsuccessful, Unauthorized, and Non-compliant Changes.• Provided support in identifying and investigating procedural gaps for audit compliance requirements.• Prepared and delivered ServiceNow and Excel reports for data analysis, tracking, trending, and ad-hoc requirements.• Creation of ServiceNow dashboards for team requirements.• Collaborated with management for preparation and distribution of electronic communication for the business.• Liaised with management, peers and partnering teams to identify bottlenecks and opportunities for improvement.• Participated in user acceptance testing scenarios for software releases and updates.• Submitted enhancement proposals for any out-of-the-box software change requirements.• Facilitated and attended meetings for the Change Advisory Board (CAB).• Trained and developed peers and new team members for continuous improvement. Show less

Proactively monitored, identified, escalated, and tracked internal organizational incident trends occurring throughout various bank technologies as reported into the Technology Support Centre.• Provided data analysis and tracking of trends.• Worked within multiple service desk departments to ensure that all defined internal ITIL Process standards were adhered to for any BMC Remedy incident ticket creation, follow-up, and closure.• Consistently partnered with problem management… Show more Proactively monitored, identified, escalated, and tracked internal organizational incident trends occurring throughout various bank technologies as reported into the Technology Support Centre.• Provided data analysis and tracking of trends.• Worked within multiple service desk departments to ensure that all defined internal ITIL Process standards were adhered to for any BMC Remedy incident ticket creation, follow-up, and closure.• Consistently partnered with problem management teams to analyze and isolate trends, identify root cause and implement corrective measures.• Managed routine quality control review of incident ticket creations, liaising with management for future improvement opportunities.• Trained and developed peers and new team members for continuous improvement.• Participated in user acceptance testing scenarios for software releases and updates.• Collaborated with management for preparation and distribution of electronic communication to the Technology Support Centre.• Performed monthly RACF ID auditing to ensure compliancy while identifying potential risks or security gaps.• Administered the Technology Support Centre community whiteboard displaying current and archived incidents. Show less

Managed problem investigations across multiple technology frameworks to reactively reduce operational risks by identifying root causes for critical or high priority incidents.• In-depth tactical facilitation of specific root cause analysis meetings with required support teams. • Identified strategic approaches in determining temporary workarounds or permanent fixes to prevent future problem recurrence.• Responsible for end-to-end BMC Remedy problem investigation root cause… Show more Managed problem investigations across multiple technology frameworks to reactively reduce operational risks by identifying root causes for critical or high priority incidents.• In-depth tactical facilitation of specific root cause analysis meetings with required support teams. • Identified strategic approaches in determining temporary workarounds or permanent fixes to prevent future problem recurrence.• Responsible for end-to-end BMC Remedy problem investigation root cause analysis documentation history and knowledge transfer while adhering to defined internal ITIL Process standards.• Engaged with Incident, Change, and Release Management teams to help monitor deployed solutions while simultaneously maintaining Line of Business direct line of sight dialogue, timelines, and completion successes.• Monitored and identified preventable technology incident trends in collaboration with Incident Management.• Acted as the BMO Pulse survey team lead for the Technology Support Centre. Inspired and shared teamwork focusses on goal solutions for topics that the anonymous organization survey recognized as less than positive results.• Administered the Technology Support Centre community whiteboard displaying current and archived incidents.• Participated in user acceptance testing scenarios for software releases and updates. Show less

Delivered prompt, courteous, and exceptional telephone technical Tier 1 and Tier 2 assistance, knowledge, and expertise to internal business partners.• Routinely assisted with first call resolution outcomes.• Effectively managed BMC Remedy incident records from creation to closure while adhering to defined internal ITIL Process standards.• Engaged with Tier 3 technical resources and Incident Management on a continuous basis in exploring opportunities to assist business… Show more Delivered prompt, courteous, and exceptional telephone technical Tier 1 and Tier 2 assistance, knowledge, and expertise to internal business partners.• Routinely assisted with first call resolution outcomes.• Effectively managed BMC Remedy incident records from creation to closure while adhering to defined internal ITIL Process standards.• Engaged with Tier 3 technical resources and Incident Management on a continuous basis in exploring opportunities to assist business partners.• Tier 2 technical investigation, resolution, and client escalation assistance.• Liaised consistently with senior staff and management in research and preparation of continuous improvement opportunities.• Prepared and executed multiple process improvement articles and guides to improve internal strategies and tactics in assisting peers and business partners.• Participated in BMO Pulse survey groups for the Technology Support Centre. Inspired and shared teamwork focusses on goal solutions for topics that the anonymous organization survey recognized as less than positive results.• Participated in user acceptance testing scenarios for software releases and updates.• Led, developed, and executed a plan which successfully reviewed, purged, and consolidating process documentation from an antiquated Lotus Notes repository into a new Megatext knowledgebase for the Technology Support Centre.• Administered the Technology Support Centre’s Megatext knowledgebase and community Whiteboard.• Trained and developed peers and new team members for continuous improvement.• Spokesperson for the BMO Annual Employee Survey 2010. Show less

Provided technical in-person (Toronto) and telephone support for the Percepta integrated contact centres worldwide.• End-to-end client focussed satisfaction follow-ups performed to ensure correct and appropriate resolutions were applied and technical issues were resolved.• Delivered continuous software support ranging across multiple operating systems such as Microsoft Windows 95/98, 2000, XP and software utilities like the Microsoft Office Suite of products; Active Directory; Exchange… Show more Provided technical in-person (Toronto) and telephone support for the Percepta integrated contact centres worldwide.• End-to-end client focussed satisfaction follow-ups performed to ensure correct and appropriate resolutions were applied and technical issues were resolved.• Delivered continuous software support ranging across multiple operating systems such as Microsoft Windows 95/98, 2000, XP and software utilities like the Microsoft Office Suite of products; Active Directory; Exchange Server and POP/SMTP protocols along with web browsers Netscape and Internet Explorer.• Accountable for hardware support of LAN/WAN configurations, Computer & Laptop devices and related peripherals including system performance monitoring and web services.• Trained new-hires or cross-training peers.• Contributed to quality assurance review and update practices.• Routinely prepared process documentation and revisions to existing articles.• Committee member and Webmaster for the Corporate Percepta Intranet design and implementation (ISO 9002 certified). Show less