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.• Managed/chaired Technical 'bridge' calls for troubleshooting Priority#1 Incidents and complex software/infrastructure changes, migrations, implementations (24X7).• Reduced incidents via Continual Service Improvement initiatives (CSI).• Worked with operational process management to develop documentation and maintenance of ITIL based processes and procedures. • Supported Incident, Problem and Change Management teams in the client's interest. • Collaborated with Production Support, Security, Engineering and Architecture in support of services provided to the client base. • Managed client communications and expectations during significant incidents and escalations.

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.• Served as a key stakeholder in major projects, including:• Migration of Reuters Financial Databases, Mainframes, and Network to IBM Global Services.• Euro Project implementation.• Millennium Project preparations.• Migration of all systems to a midrange platform in the UK.