Peter Gauld Email & Phone Number

Vancouver, Bc, Ca

Burnaby, British Columbia, Canada

Designed and built service level attainment dashboards to allow senior leadership to focus on areas of customer dissatisfaction by highlighting areas with high turnaround times and high levels of break-fix work.Optimized process for provisioning desktop telephones, created new customer request forms, and automated task creation to improve service level attainment from 62% to 100%.Designed and built infrastructure dashboards to monitor network capacity/utilization so that costs can be optimized by knowing when buy new equipment and when to retire underutilized equipment throughout British Columbia.

Burnaby, Bc

Developed and maintained reporting architecture, source systems integration, automation, and report delivery systems.Identified improvements to business program effectiveness by developing, researching, and measuring baselines, leading & lagging measures, key performance indicators, and trends.Drove continuous improvement by implementing process-redesign initiatives, adapting supporting software, and training & mentoring staff.

Burnaby, Bc

Championed change management by providing guidance, leadership, and education to staff and project resources.Mitigated risks and impacts to IT infrastructure and applications by defining and ensuring alignment (compliance) with change management processes.Optimized and matured change management processes and workflows by identifying areas for improvement and implementing business process or system design changes.

Surrey, Bc

Measured service levels by determining appropriate vertical KPIs and creating monitoring and reporting systems for service level improvement.Identified ares of improvement by meeting with department heads, soliciting customer feedback, and collecting observations from front line staff.Created and trained a Customer Service Team to detect and resolve errors before they became outages and to manage escalations.

Surrey, Bc

Managed projects ranging from $80,000 to $1.4M including Archibus, Business Objects, and Meditech Forms on Demand.Liaised with technical groups to mitigate the risk of new implementations to the technical infrastructure and with legal groups to mitigate the corporate risk of new implementations due to the Freedom of Information and Protection of Privacy Act.Managed change releases to minimize impact by deploying support personnel, ensuring back-out plans were in place, educating / including stakeholders, and monitoring implementations.

Bachelor'S Degree (Honors), Security And Emergency Management

Diploma, Security And Emergency Management

Associate Certificate, Workplace Conflict

Diploma, Computer Information Systems