Paul Melsness Email & Phone Number

Ottawa, Ontario, Canada

• Successfully delivered of all aspects of several medium to high complexity projects within Innovapost’s Network Infrastructure group from initiation to implementation and stabilization• Managed several high profile projects for Canada Post’s Postal Transformation initiative.• Worked with stakeholders to develop ROMs and Impact Assessments and make recommendations considering project benefits, scope, cost, schedule, and quality in order to obtain stakeholder buy in and set budgets.• Mentored several new team members on processes and project management applications• Acted as a single point of contact between Innovapost and the Canada Post Group of Companies on project related activities• Prepared and presented formal project status reports for management and executives

Ottawa, Ontario, Canada

• Acting as a single point of contact between Innovapost and Canada Post, established an exceptional rapport with a difficult client and raised customer satisfaction levels substantially.• Using a combination of analytical skills and technical insights, defined the requirements for several high profile and complex cross-functional projects.• Streamlined the requirements gathering process and enhanced efficiency by developing several new process documents that were tailored for specific functional areas.• Through the creation of a defined process and schedule for application development, ensured successful user acceptance and accountability for project deliverables.• Conducted development meetings and JAD sessions and through analysis and teamwork made recommendations to clients on several solutions based on requirements, available budgets and business directions.• provided formal reports and presentations clients, directors and executives.

Ottawa, Canada Area

• Managed a design team on a highly complex, high visibility and cross-functional web application• Took over the control of a problem project and by using strategic analysis and collaboration, was able to resolve scheduling problems while establishing exceptional rapport with design team, stakeholders and departmental managers in a matrix environment• Handled scope changes by using negotiation and persuasive skills to facilitate customer sign-off on requirements without impact to budget or schedule• Piloted an off-site team-building project meeting which re-motivated the development team and resulted in the completion of all requirements estimates several days ahead of schedule.• Took charge of critical customer-impacting issues and coordinated to resolution• Consistently met over 95% customer service level agreements (SLA) by resolving or elevating within prescribed period.• Through broad technical and people skills, contributed to successfully raising rating of customer satisfaction from fair to excellent

Ottawa, Ontario, Canada

• Led a team of application support specialists in a fast-paced global environment• Improved support effectiveness and client satisfaction by spearheading a project to design, implement and support the departmental web site and FAQ page• Streamlined the overall support structure and improved processes by chairing and collaborating with the team on several product overviews, supportability and process improvement discussions• Reduced departmental expenses by collaborating on and assisting with a project to decommission 2 legacy problem tracking systems• Increased productivity and client satisfaction by developing and implementing training processes and mentoring 2 new team members• Managed a major global application migration which resulted in a seamless transition and successful delivery for a client base of 20,000+

Project Management Certificate, Information Technology Project Management, Completed

Activities and Societies: • Member of PMI (Ottawa Valley Outaouais Chapter)

Associate'S Degree, Computer Programming

Bachelor Of Arts - Ba, Criminology