As Director, Information Technology and Facility Services, I am accountable for the overall technology strategy for CCOHS which impacts our internal employees, as well as the thousands of companies that utilize our services in order to safeguard the wellbeing of Canadians across the country.Operating in a CIO and CISO capacity, I rely on an extremely talented team of technology professionals as well as business leadership to help shape the future of Next Generation Health and Safety.Key Achievements:• Formulated and implemented the organization’s first multiyear IT strategy with focus on infrastructure modernization, operational efficiency, cost certainty and business intelligence• Consolidated and launched IT’s new service management ticket solution with industry leading technology in a manner that resulted in $110k cost avoidance• Reorganized the IT organizational structure based on best practices and alignment with CCOHS business needs• Introduced the organization’s first formalized IT process framework based on ITIL and collaborative design methodology to maximize business involvement• Empowered digital development leadership and design teams to propose and implement new and creative solutions to legacy technology challenges• Significantly strengthened Cyber Security practices that assisted during the Log4j event in December of 2021• Requisitioned a full Threat Risk Assessment (TRA) for all external facing systems, resulting in security remediation activities that further protects CCOHS systems and services• Collaborated with senior business leaders to construct revitalization projects for existing products, leading to a modernized infrastructure strategy, including high availability• Modernized the organization's audio visual strategy to excel in a hybrid work environment, utilizing the latest Crestron technology with full integration to Office 365 and Microsoft Teams• Operating as both Chief Information Officer and Chief Security Officer

As Senior Manager of IT Operations, I was accountable for the user experience of our 14,000+ employees across Canada. Because Bayshore's product is patient care, the technology, processes and people had to function in harmony as we could not afford mistakes or outages. I was also accountable for production Change Control, ensuring that any changes released to our production environment were done so with appropriate oversight to minimize disruption to our employees.Key Achievements:* Redesigned Active Directory OU structure to increase effectiveness of desktop and user management* Managed the implementation of Microsoft Endpoint Configuration Manager (SCCM)* Built and implemented Bayshore's desktop patching strategy* Lead the redesign of Bayshore's IT Communication strategy* Redesigned Bayshore's IT Change Management process by implementing ITIL based change types, success measurements, and introduced Standard Change methodologies to decrease CAB oversight required and increase change throughput which lead to a success rate of 95.16%* Successfully implemented ServiceNow ITSM based on out of the box ITIL processes within 5 weeks with positive adoption from business stakeholders*Successfully implemented ServiceNow Purchase Order module with automated vendor PO delivery* In partnership with marketing, established the first formalized Brand for Bayshore IT* Managed the creation of Bayshore's first in house enterprise image - decreasing deployment time by 83%* Rebuilt and standardized Bayshore's desktop hardware supply chain strategy - decreasing time to deliver computer hardware by 80% and reducing overall cost by 10% - ensuring that hardware requirements for new hires and work from home needs as part of COVID-19 were available for Bayshore staff with no wait time* Successfully transitioned Bayshore from WebEx to Zoom video conferencing with 30 days, decreasing cost by 30%

As Senior Manager of IT Service Management, I was accountable for the IT Service Management team and End User Support functions at Teranet.All ITIL related processes are managed by the ITSM team, with specific emphasis on production Incident Management, and Enterprise Change Control.All Desktop and Service Desk strategy is handled by the End User Support team, and are responsible for all day to day support and requests across the organization.Key Accomplishments• Lead acquisition email integration that migrated 400 employees within 24 hours with minimal disruption to business activities• Oversaw and assisted with the transition from Remedy to ServiceNow• Through collaborative design, lead the rebuild of all ITSM processes to align with ITIL best practices• Transformed Teranet’s collaboration and townhall strategy by consolidating conference bridge and screen sharing services from Bell and Webex to Zoom conferencing, all while delivering a superior service at a lower cost to the organization

As Manager, Desktop Support Services, I was accountable for the strategic direction of desktop support within Teranet.In September 2015, I successfully outsourced our 1st level Service Desk to a third party partner, designed and implemented an enterprise meeting room solution, created Teranet's first Desktop and Support strategic roadmap, as well as redesigned the Teranet Asset Management and procurement processes.I was presented with a team and area of responsibility that was receiving such negative attention that it was tracked as part of the corporate balanced scorecard. We now boast one of the most high performing teams in the company with a brand of Service Excellence, which was recognized by receiving a well deserved best team award at the corporate year end town hall in 2017. In addition, the operation has been running so smoothly that it is no longer part of the balanced scorecard, and is rarely spoken of anymore - unless my team members were nominated for recognition awards, which now happens on a monthly basis.All initiatives completed by my team to date have received extremely positive reviews from our employees:• Successful outsource of company Service Desk to IBM.• Corporate meeting room redesign• Corporate Townhall redesign• Enterprise Desktop Standard Re-architecture• Service Desk and Desktop Support Satisfaction • Skype For Business Enterprise Collaboration Rollout• Office 2016 Deployment• Virtual Desktop Solution• Active Directory Standards• Mobile Device ManagementAs part of the 2018 budget cycle, I was also able to reduce the Teranet desktop ongoing support budget by 10% while removing redundant technologies. This allowed Teranet to implement technology pivot projects to enable an increase in service quality via industry leading solutions. 2017 also saw a new record for end user satisfaction rise to 91%.

My team was responsible for the delivery of all information services to Dynacare employees, and customers. I bring an advanced knowledge of the ITIL framework, IT infrastructure, IT best practices, process improvement, process implementation, and process design. Strong leadership capabilities and collaboration skills are a must as this position closely interacts with all other ITSS teams, Dynacare business leads, as well as external customers and client executives.I have a strong commitment and thorough understanding of service excellence, customer service, and user experience. My team acts as a liason and translator between ITSS and the Dynacare business units, and exemplifies Dynacare customer service standards.

Managing Service Desk, Production Environment, Data Centre, Disaster Recovery, and Change ControlKey Accomplishments:• Implemented ITIL Processes Incident Management, Request Management, Change Management • Implemented new ITIL V3 certified ticket system• Reduced Time To Resolve for incidents by 79%• Increased first level resolution from 5% to 78%• Increased Change Management success rate from unknowable, to 98% success rate• Implemented Cisco Phone Queue system to provide voice metrics and visibility• Obtained BCCP certification• Obtained Lean Six Sigma Greenbelt certification• Re-architecture of 6 key IT and business processes, reducing turn-around time

Role Team Lead, User Experience.Key Accomplishments:Broadcast Domain - Design LeadBroadcast Exchange 2010 Environment - Design LeadBroadcast SCCM 2007 Environment - Design and Tech LeadCanwest User/Desktop/Server Migration Project - Tech Lead, Project Lead, Design LeadBroadcast Service Desk Ticket System - Design lead, Tech LeadPolicy and Standards - Design Lead, Project LeadChange Management - Change CoordinatorBroadcast VPN Desktop environment - Tech Lead

Responsible for creating all IT department policies including Incident Management, Problem, Change, Request Management, among many others.Responsible for implementation of ticket system from scratch, including designing Change Management module.

Responsible for support of up to 10, 000 users across newspaper and broadcasting environment, managing a team of 6 analysts, as well as providing support guidance with all project and technical implementations

Lead Service Desk Team to excel at incident management. Improved First Level Resolution from 77% to 96%.Achieved 99% customer satisfaction level.

Provided 1st level support to a fast pace environment within the broadcast and motion picture distribution industry.