Patrick Corbett Email & Phone Number

Toronto, Ontario, Canada

• Established and maintained strong client relationships, leading to enhanced satisfaction for an American Municipal Retirement Fund with a suite of fund management tools.
• Led regular status meetings with the client, ensuring transparent communication and timely resolution of issues.
• Managed incident queues, defects, service requests, hot fixes, and enhancements, ensuring timely completion and clear ownership.
• Collaborated with Client Manager to identify and capitalize on 'Out of Scope' opportunities, successfully meeting and exceeding revenue targets.
• Supervised a team of Business/Technical Analysts and support staff, driving performance and ensuring client satisfaction.

• Owned and served as the single point of contact for the iSeries (AS400) platform (Mortgages), overseeing direction, vendor relations, contracts, configuration, currency, and capacity management.
• Optimized the platform's lifecycle, ensuring its sustainability and alignment with business needs.
• Established and maintained currency plans to keep technology platforms supported and updated, adopting new features were justified for business objectives.
• Led initiatives to enhance service quality and reduce costs.
• Managed vendor relationships, overseeing service delivery in line with SLAs, addressing service gaps, and ensuring negotiations met service requirements.

Ottawa, Ontario, Canada

• Developed and designed an IT Service Portfolio framework for Carleton University.
• Collaborated with Web Services team to enable web-publishing of their IT Service Catalogue; (https://carleton.ca/itservicecatalogue/)
• Developed a governance framework to manage ongoing process updates and Service Level Metrics.

• Conducted interviews with service center teams nationwide.
• Identified gaps in Service Delivery and created the Continual Service Improvement Roadmap

Toronto

• Designed and documented ITSM processes and procedures, including delivering the operational process guide for the framework and operational best practices.
• Identified gaps in existing processes, procedures and standard practices. Established KPIs and service measures to report to stakeholders.
• Developed an ITIL Operational Process Guide for Incident, Request Fulfillment, Problem, Change, Event and Release Management for an Application Support Team within the Community Services Cluster (Ministry of Education).

Toronto

• Maintained Service levels of 98% for over 18 months for eHealth Application Portals and hosted applications over a diverse client base (SQL, JAVA, ORACLE).
• Developed and Managed Service Level Agreements to ensure top tier service and support across multiple platforms and services.
• Operational Liaison for clients - Ontario Public Health, Oral Health Information Services and Support.
• Implementation Lead for new products and systems.
• Established KPI's and SLM metrics between eHealth and HPE.
• Performed Risk Assessment for all changes.

Toronto

Designed and developed organizational change management initiatives to roadmap and expand an entirely new line of business for IMAX - Scaling production workload activities for the 2d to 3d transfer of major film releases.

Toronto

• Developed and managed a global data and system change control process, including problem, incident/help desk, capacity, and configuration management, adhering to ITIL best practices.
• Designed a global delivery model that incorporated offshore locations.
• Recruited global subject matter experts for the Change Advisory Board and technical support teams.
• Created and managed a Configuration Management Database (CMDB) with over 3,500 items, including data feeds delivered via various network protocols, carriers, and vendors.
• Negotiated Service Level Agreements (SLAs) for data feeds, ensuring they aligned with customer needs.
• Achieved a 98% reduction in service incidents caused by unapproved changes.