Ray Macdonald Email & Phone Number

Toronto, On, Ca

Consultant and coach with ”Performing while Transforming” expertise.

Eden Prairie, Minnesota, Us

Transformed customer service delivery with my vision for a new team focused on lasting customer success under rapid growth. I fostered a culture of unified advocacy and operational excellence. This new initiative proved critical in scaling cybersecurity services while we grew from 3,000 customers to over 6,000, ensured customer delight, and secured R&D commitments for product enhancements. Directly reporting to the Chief Customer Success Officer my role involved assembling a highly diverse global technical support team and using my expertise to pioneer an advanced Performance Engineering function to proactively identify and resolve systemic issues and provide customer delight through expertise and leadership. I also infused the best practices of project delivery, incident, and problem management tied to customer centric priorities. Overall ticket handling costs reduced by 40%, while shortening response times and improving NPS scores.

Fort Mill, Sc, Us

Relationship owner and rescued key managed services accounts in Healthcare and Financial Services. Trusted Advisor and the only external advisor invited to join a key healthcare client’s Executive Steering Committee for Cybersecurity. The collaborative rescue of key accounts in Healthcare and Financial Services at CompuCom demonstrated my capacity to build trusted advisory relationships, attract key talent, and steer pivotal cybersecurity initiatives.

Oakville, On, Ca

Part-time in the Faculty of Continuing and Professional Studies - Program Lead (SME) instructing and updating a compulsory Customer Service Communications course for IT Professionals (incl. intro to ITIL). Utilized Gartner Research.

Toronto, Ontario, Ca

Led TD Bank's largest and most strategic ITS programs for 7 years. Transformed the bank's customer experiences and business to business relationships by injecting modernization of services and global shared infrastructure. Awarded the EPMO bank-wide top project of the year 2017.

Toronto, Ontario, Ca

Held 2x interim AVP roles for the CTO (the only sought after external trusted advisor to do so) which led to being hired.

Toronto, Ontario, Ca

Trusted to lead the build and integration of infrastructure for TD's $1B of credit card business acquisitions. Delivered under budget and ahead of schedule for both investments.

Armonk, New York, Ny, Us

Earned “Trusted Advisor” to IBM's largest Canadian client (TD Bank) running transformational technology programs.

Brampton, Ontario, Ca

Transformed, consolidated, modernized, and designed new services -- inherited decrepit complex systems and IT services and modernized them all to align with huge technology led business transformation ($300MM capex) of a $34B retailer, saved the pharmacy program and delivered operations for an all new SAP while restructuring IT and ITS capabilities.

Oo

Restructured and championed global IT shared services transformation into a performance culture. Introduced ITIL (service improvement) frameworks.

Palo Alto, Ca, Us

Joined Sun's account team looking after largest Telco clients as a trusted advisor and architect for Adaptive Infrastructure (incl. Bell Canada, Telus, Amdocs etc.).

New York, Ny, Us

As Chief Architect improved effectiveness and lowered costs of global implementations among MMC’s 11 operating companies. Introduced ITIL framework for ITSM services improvements.

New York, Ny, Us

As Chief Architect for Mercer HR designed and established new enterprise architecture department and research labs. Led global application and IT shared services consolidations and refreshes. (transitioned into the Marsh role)

dot.com - Enabled scalability for an Internet Startup which had achieved 3rd round $45M venture capital funds and grew to 150+ employees. First online group buying company; investors included Marc Andreessen, Visa, GE, Mayfield and Rich Kaarlgard (Publisher, Forbes) and competed against Paul Allen’s Vulcan Ventures Mercata. Led IT and HR, rapidly recruited over 45 developers and technical support staff. Negotiated and managed 90 day implementation of Oracle 11i ERP (core financials) and Sun Microsystems platforms. Business transformed from B2C to a B2B play.

Saint Laurent In Montreal, Quebec, Ca

(contract) Oversaw project Scope and Charter creation for the airline’s I.T. requirements ($500M) for the new Toronto terminal facilities. Rapidly established project targets and specifications due to tight deadlines and created a top-down and bottom-up simultaneous methodology while managing around Merger and Acquisition activities for Canadian Airlines. Extensive successful negotiations with the Greater Toronto Airport Authority (GTAA)

Austin, Texas, Us

Created Global IT as part of the Global CIO transformation organization after leading Canada’s team. Created and executed leading-edge key strategies for “Oracle – The $1B Story”, a well-publicized successful consolidation of 64 data centres and their networks covered by all major business journals in the USA and Europe saving $1B in internal expenses. Led IT function for acquisitions of RDB7 from Digital, and DataLogix. Continuous change management to migrate systems annually to favoured partners' platforms (i.e. IBM, HP, Sun, AT&T, Sequent)

Founded my own practice providing systems consulting (architecture, design, and delivery/implementation services) and value-add reseller (VAR) sales for UNIX and database solutions from Unisys, Tandy, and Wyse. Sold and delivered annual support contracts. Reoccurring contracted services provided to Nortel.

Provided UNIX support services to customers and later Product Management at Canada's largest software developer with 25 offices throughout Canada and the USA.

Executive Mba, Business Leadership

Business Diploma, Marketing

Ivey Leadership Programme - Executive Development

Managing Information Technology Effectively - Executive Development

Graduate, Data Processing Certificate And Computer Science