Paul Brown Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Transformation Enablement Lead – Unified Support Model Led the Unified Support Model initiative, whose goal was to design a single, unified support and service delivery model for all business units in the organization Worked with Service Management, Asset Management and Platform Management leaders to document current state support and delivery processes Analyzed current state for each major support and delivery group, documenting key differences in service delivery across regions and business units Identified opportunities to unify the support model and proposed realignments in the organizational structure that would result in consistent and efficient delivery of support for all business users Worked with Service Management, Asset Management and Platform Management teams to design target state support and delivery processes that would achieve the objective of unifying the support model

Toronto, Ontario, Canada

Consultant / Advisor – Morgan Stanley – Service Catalog Nov 2021 – May 2022 Led a team of VPs and external consultants to develop a service catalog for the Global Service Delivery organization, which included Service Management, Service Desk and other Tier 1 and Tier2 support teams Created a customized approach to service catalog definitions and facilitated team working sessions, leveraging each team member’s knowledge and experience to achieve an optimal outcome Led the review of all service definitions with Business Stakeholders, guiding and facilitating the discussions to ensure that feedback was incorporated into the service definitionsConsultant / Advisor – Morgan Stanley – Customer Experience April 2021 – Nov 2021 Created a customized approach and playbook for the Customer Experience focus group engagements Led the focus group engagement for Wealth Management, collaborating with Business and Technology stakeholders to create an execution plan that included 15 focus groups and 58 participants Led the discussions for each focus group, gathering feedback from senior Financial Advisors and their teams Created detailed Findings report for each Role, as well as a Findings Summary that was reviewed with senior Technology and Business stakeholdersConsultant / Advisor – Cisco Assessment Project Nov 2020 – Feb 2021 Collaborated with Citihub team and Cisco teams to assess customer service delivery, across these critical perspectives: People, Process, Org Design, Org Change, Applications, Data and Security Identified risks to customer service delivery, assessed the impact of each risk and created a remediation plan to resolve or mitigate each risk Provided recommendations to Senior Management, from both a tactical and strategic perspective to improve service delivery, reduce security risk and enhance customer experience

Toronto

 Led a practice that developed practical guidance and methodologies to solve client problems Led a team of Analysts that delivered client engagements, both Advisory and Workshops Owned and managed all core CIO topics: IT Strategy, Governance, Risk Mgmt, Service Mgmt, Business Relationship Mgmt, Performance Metrics, Budget & Cost Mgmt Created comprehensive approach to IT Strategy development and IT Strategy Review Provided thought leadership on high-impact research: Business Relationship Mgmt, Risk Management, Enterprise Service Management, Budget & Cost Management

Toronto, Ontario, Canada

 Advised CIOs and senior IT leaders on how to maximize business value of IT services Helped CIOs to understand current performance and satisfaction levels, then created customized action plans to improve the value of IT service delivery Guided CIOs on how to create an IT Strategy to support business goals and drive the business forward Provided thought leadership and managed content for multiple topic areas, including: Service Mgmt, Business Relationship Mgmt, Performance Metrics

Toronto

 Led a team of Analysts to develop and deliver best practice guidance to clients Developed a comprehensive Service Catalog approach and delivered many onsite workshops Developed a Service Portfolio approach that focused on Business Value, ensuring that spend on IT Services mapped to business goals and objectives

Toronto, Canada Area

 Led a team of Analysts to develop best practice guidance and deliver client engagements Developed and delivered onsite client workshops on Service Management and Project Management Created a Service Management Roadmap approach that helped clients understand maturity level and design a service management program that improved the quality of service delivery to the business

Toronto

 Managed a team of analysts to develop and deliver best practice guidance to clients Developed blueprints and workshops for service management process design Delivered advisory consulting services and workshops to clients. Topics included: Service Management Roadmap, ITIL process design, Service Catalog and project management

Toronto, Canada Area

 Business Developmento Crafted and articulated the unique value proposition for the businesso Developed and executed a multi-faceted sales and marketing plan that included direct mail campaigns, trade shows & conferences, industry networking events and partnering Business Expansion Plano Defined core service offerings, created new lines of business, identified target markets, built prospect profiles and crafted a go to market strategy Process Consultingo Established formal processes for project management and customer relationship managemento Established formal processes for service support & delivery and sales engagements

Toronto, Canada Area

 Managed the client relationshipo Improved customer satisfaction by articulating key issues and activities to senior management, both from a technology and a business perspective Led process improvement initiatives by implementing service management best practiceso Improved service quality by eliminating recurring problems and focusing on incident preventiono Reduced service-impacting incidents by 50% in 1 year by implementing rigorous Change Mgmt Supported business development activitieso Increased profitability by growing services revenue 4-fold over 2 years, from $200K to $800K Managed inter-organizational teamso Improved communication between business groups, project teams, support teams, outsource partners and hardware/software vendors in order to optimize service support & deliveryo Enhanced service delivery by engaging vendors and partners when appropriate to augment existing support/project teams

 Led the design and implementation of the infrastructure (network, server, desktop) for a consolidated business call centre at CIBC that featured a new CRM Applicationo Managed a multi-vendor technical team consisting of IBM and business partner resources, ensuring effective communication and collaboration between all team memberso Enhanced overall success of the project by taking ownership of all technical requirements and managing complex issues to resolution Integrated all mission-critical applications on a unified desktop and created a server infrastructure to support the new desktop and CRM application at CIBCo Reduced costs and increased productivity by consolidating numerous applications from multiple different platforms onto a common desktopo Improved customer service by implementing an optimized network and server infrastructure to support a new Customer Relationship Management (CRM) system

 Provided technical training to Fortune 500 clients in Canada, USA and Europe for Relational Database, Network Operating Systems, Desktop Support and Systems Management Led product launch training for business partners across Canada for Network Operating Systems, Desktop Support and Systems Management Delivered intensive “bootcamp”-style technical training to prepare participants for IBM and Microsoft certifications