• Provided ITSM process transformation services focusing on request fulfillment (RFL), incident management (IM) and service design for the Network, Security and Digital Service branch (NSDS)• Prepared and conducted workshops with ITSM service stakeholders to uncover business and operational needs. • Developed interactive ITSM processes guides for ICM services based on ITSM and industry best practices, identifying process activities (BPMN notation), procedures and work instructions.• Represented NSDS at SSC sponsored ITSM Process Maturity workshops

• Provided ITSM process transformation services focusing on package A processes (request fulfillment (RFL), incident management (IM), change management (ChM) and service asset an configuration management (SACM)• Prepared and conducted workshops with ITSM process stakeholders (SSC) to uncover business and operational needs and related pain points, uncover process requirements and readiness assessment. • Developed the SACM concept of operations based on ITSM and industry best practices, identifying scope, objectives, stakeholders, roles and responsibilities, and fundamental activities and processes• Implemented improvements using an agile approach. • Developed epics, stories, and sprint deployment plans to progressively improve ITSM capabilities towards a practical level of maturity

• Providing ITSM business analyst services in the areas of Business Process Optimization practices and IT Service Asset and Configuration Management (SACM). • Lead analyst for the SACM Capability Improvement Engagement. Identified and interacting with the capability owner and stakeholders. Conducted workshops to assess current maturity level, developed capability roadmap engagement charter and implementation plans• Created ITSM capability profiles for key ESDC’s ITSM capabilities identifying gaps and improvement next steps and supporting the overall ITSM roadmap• Developed fundamental SACM processes in BPMN• Created IT Change Management charter outlining work required to improve ESDC IT change management practices• Investigated and defined Legacy Support Migration Project, IT services provided by SSC, requirements as they pertain to ESDC’s ITSM capabilities (IT Change, Availability, Incident and Service Asset and Configuration Management (SACM))• As ITSM subject matter expert, mentored Service and Process Modernization team and provided ITSM best practice recommendations• Participated in the development of the overall ITSM roadmap identifying and prioritizing fundamental capability improvement engagements while setting realistic goals based on current maturity level• Assessed current ITSM technological capabilities. Analyzed current and future in-house and partner technical solutions and provided technical recommendations • Analyzed ITSM data from multiple systems, identified crucial data attributes and relationships (gap analysis) and created a SACM data relationships diagram to improve CMDB reporting

As Founding Partner and Chief Technology Officer at RAPA, Pierre was responsible for RAPA’s technology development (RAPA Insight) and consulting project technical leadership. “By providing business people the technical information they need to make better decisions, and the technical people with business information that help them do their job better, RAPA Insight brings everyone together around the same playbook. We look at the processes you have in place and tell you whether they work.” Pierre Paquette, CTO• Co-created RAPA IT Business Management methodologies that enable organizations bring business goals and operational efforts together through stakeholder collaboration• Responsible for RAPA’s technical solutions and services• Designed and developed the RAPA Insight ITSM data analytics engine to mine and analyze raw IT data from 20 different critical areas inside a business that affect.• Project lead on multiple IT Business Management projects providing business analyst services in the areas of IT Configuration Management (ITCM), IT Service Management (ITSM), IT Asset Management (ITAM), Contract Management, IT Financial Management (ITFM) and Business Process Optimization practices o Strategic planning, business and operational objectives, business, operational and technical requirements, practical recommendations o Stakeholder workshops, senior management presentations o Roadmap, operationalization and implementation plan development o Governance and operational process analysis (As-Is & To-Be), policy, process and procedure development o IT cost transparency, risk analysis (assessment and mitigation), cost savings opportunities and ROI calculations o Technical tool-set fit/Gap analysis o Solution deployment, best practices data migration, customization, training o Solution development, data modeling, report creation

• Lead member of the Provance client delivery team• IT Asset Management subject matter expert• Developed the Provance ITAM deployment strategy (ITAM maturity model, best practices, process diagrams, data guidelines, ITAM role hierarchy and technical considerations)• System/solution architect • Develop technology specifications, technology roadmap, proofs of concept, prototypes• Involved in multiple ITAM deployment projects for various organizations o Hardware and Software ITAM deployment projects worldwide and of various sizes o Operational objectives & requirements o Implementation plan development o Stakeholder workshops, senior management presentations o Operational process analysis (As-Is & To-Be), process and procedure development, workflow development

•Solution and workflow business analyst•Executed client sponsored discoveries and due diligence studies to identify and model high level business processes, requirements, business activities, workflow and system behavior•Transitioned IT Asset Management processes from disparate management units to a centralized organization. •Analyzed and configured HP products Asset Manager, Service Manager, Connect-IT

• Lead member of the Provance client delivery team• IT Seat Management subject matter expert• Developed the Provance Seat Management deployment strategy (service catalog creation, best practices, process diagrams, data guidelines, ITAM role hierarchy and technical considerations)• System/solution architect• Develop technology specifications, technology roadmap, proofs of concept, prototypes• Involved in multiple ITAM deployment projects for various organizations o Seat management deployment projects of various sizes (North America) o Operational and financial objectives & requirements o Implementation plan development o Stakeholder workshops, discovery sessions, senior management presentations o Operational process analysis (As-Is & To-Be), process and procedure development, workflow development o Service catalog development o Assess financial impacts on billing (outsourcer validation) and chargeback (internal costing) o Post deployment solution support

•Lead software specialist, solution designer, Director of Engineering and Vice President Software Development•Implemented and maintained ISO 9001 processes. •Product delivery process owner

• Software specialist, Director of Engineering and Vice President Software Development• Product delivery process owner• Defined and maintained the product technological direction• Software designer and developer of cryptographic solutions

Network Management SpecialistPre/Post Sales Technical resource specializing in Cabletron's network management applicatin (Spectrum).

Software Development ConsultantDBaseIII+, Clipper, C, C++