My current client is Marsh Building Inspections. My role has been to formalize and document service delivery processes, train and supervise support staff and create a new service offering (Depreciation Reports for BC Strata Corporations). I created a process, trained a team, and produced over fifty reports. As of November 2014, this engagement is part time.

I led the IT Service Delivery Improvement project for Tech Services, Sauder School of Business at UBC. This involved process re-engineering, requirements gathering, business analysis and software selection. I worked closely with the Director of Tech Services as her "second" on the collaborative IT Service Delivery Improvement project with UBC IT and the School of Medicine. During this time, I implemented a new service desk software tool, created an online service catalogue and consulted… Show more I led the IT Service Delivery Improvement project for Tech Services, Sauder School of Business at UBC. This involved process re-engineering, requirements gathering, business analysis and software selection. I worked closely with the Director of Tech Services as her "second" on the collaborative IT Service Delivery Improvement project with UBC IT and the School of Medicine. During this time, I implemented a new service desk software tool, created an online service catalogue and consulted regarding Help Desk operations.In the summer of 2011, I joined the UBC IT team that was implementing the new Service Management tool. I prepared training for management and staff in both new service delivery processes and the new software tool. I was also responsible for adoption support. Show less

Outside the Lines Communications provided both IT Service Delivery consulting services and writing and editing services. Notable projects included:- instructional design of the Professional Real Estate Assistants 5 day course. This included both a student and teacher's manual.- Defining a new service offering for IT and Educational Support Services, engineering processes and creating a service catalogue for the CITD at SAIT (Calgary, Alberta)- writing product sheets for scientific… Show more Outside the Lines Communications provided both IT Service Delivery consulting services and writing and editing services. Notable projects included:- instructional design of the Professional Real Estate Assistants 5 day course. This included both a student and teacher's manual.- Defining a new service offering for IT and Educational Support Services, engineering processes and creating a service catalogue for the CITD at SAIT (Calgary, Alberta)- writing product sheets for scientific products Show less

From 2000 to 2002, I taught in the School of Computing and Academic Studies in the full time CST program as an assistant instructor and an instructor. I also taught in the CST Part-Time Studies program. Courses included Operating Systems Concepts and SQL Server Administration. For a year, I worked as a research analyst at the Group for Advanced Information Technology (GAIT). I created an online scheduling system for the Internet Engineering Lab, wrote grant proposals, provided project… Show more From 2000 to 2002, I taught in the School of Computing and Academic Studies in the full time CST program as an assistant instructor and an instructor. I also taught in the CST Part-Time Studies program. Courses included Operating Systems Concepts and SQL Server Administration. For a year, I worked as a research analyst at the Group for Advanced Information Technology (GAIT). I created an online scheduling system for the Internet Engineering Lab, wrote grant proposals, provided project management services and administered the local area network used by the Lab. In Information Technology Services (ITS), I supported educational technologies and academic computer labs. I studied ITIL led a project to select a new Service Management tool, implenented the tool, supported and administered it as ITS continued growing their ITSM practice. I also wrote web content and created websites for internal departments. I created a Knowledge Base (KB), developed both the content and a process for contributing content to the KB.I participated actively in the hiring process (selection committees), the establishment and growth of a PMO, writing an IT Security Policy for BCIT and general service delivery process improvements for ITS. Show less

I provided technical support for their flagship product from its release (Relationship 2.0). Over the course of two years, I formed a technical support department from a team of 1 to a team of 10.I created a support incident system in Relationship. I created two knowledge bases - one for staff and one for clients. The Relationship product worked on a Microsoft Platform including MS SQL Server, MS Exchange Server and Outlook. I was the guru of systems support, including installation and… Show more I provided technical support for their flagship product from its release (Relationship 2.0). Over the course of two years, I formed a technical support department from a team of 1 to a team of 10.I created a support incident system in Relationship. I created two knowledge bases - one for staff and one for clients. The Relationship product worked on a Microsoft Platform including MS SQL Server, MS Exchange Server and Outlook. I was the guru of systems support, including installation and configuration of both our product and the platform products In Educational Services, I wrote three administration courses. Two were 5 day courses, one was a 3 day course. All involved hands on computer exercises (installing and configuring our product and configuring the platform products). I tested and delivered all three courses. I also created customized training for clients. Show less

I managed the local area network at their downtown Vancouver and North Surrey offices. I supported over 80 users and managed all hardware.