Sergio Rinaldi Email & Phone Number

Edmonton, Alberta, Canada

Responsible for all aspects of IT Service Management at AIMCo. This includes Incident Management, Service Request Fulfillment, Problem Management and Change Fulfillment.Replaced the corporate aging ITSM system and re-engineered all services taking advantage of automation and CMDB integration. Services include Technology, Human Resources, Procurement, Facilities and other key business owned services.Reconstructed the CMDB for multiple object types, allowing for auto-triage to the correct support team, thus reducing Service Desk assignment by 70%.Also responsible for development and collection of KPI's across technology (Governance, Security, Operations, Delivery and People) including compilation and reporting via COBIT alignment to the Board of Directors and Enterprise Risk.

Management of business technology operations for middle and back office software applications as pertain to supporting the daily NAV (Net Asset Value) cycle and reporting tasks for Clients, Investment Accounting, Client Reporting, Investment Performance, and Investment Risk. Main software systems include SimCorp Dimension, Eagle PACE and TIBCO ESB. In addition to managing the 24x6 operations for these systems (onshore and offshore). Improved Off-Shore overnight runbook Service Level Objectives from a 78% to 95% average success rate and reduced business impact by 84%.Sergio also cares for ITSM management functions such as Release Management, Change Management, Problem Management, Quality Assurance, Environment Management, and Service Level Management.

Edmonton, Canada Area

Based on past successful experience, Sergio was selected to implement and manage a Project Management Office in the role of Program Manager. Primary responsibilities include:- Communicating the value to executives of implementing a Program Management and validating the efficiencies to be gained by doing so;- Defining the extents of the Program based on internal and external requirements which included: -Standard Tools and Required Procedures -Project Organization -Education and information support -Template Definition and Provision -KPI and reporting standards- Implementing several technical aspects of the Program Management role, utilizing tools at hand for items such as: -Reports on project metrics -Issue and Risk roll-up reporting -KPI dashboard for portfolio level review- Conducting regular reviews with stakeholders on various aspects of project performance. This included clients, executives, project managers, technical leaders.

Edmonton, Canada Area

The Services Delivery Manager is responsible for representing Fujitsu in a Consortium Management Team that is providing Application Services to the various Government clients. The Services Delivery Manager is responsible for managing the planning and delivery of the services and delivery team in support of the consortium within a specific portfolio and providing guidance in enhancing services to other initiatives. In this capacity, responsibilities include:- Working with clients to ensure objectives are met by: - Developing business requirements and solutions - Coordinating support of business applications - Configuring and implementing specific packaged solutions - Providing solutions to escalations - Providing strategic services - Contributing to development of strategies to enhance project delivery - Developing Business Cases and strategies for business areas- Developing consistent and measurable processes to manage, fulfill and enhance the application services delivery including: - Service Request Management and Reporting - Efficiency improvements to reduce overhead - Service Level Management measurements for Quality, Timeliness and Cost - Operational Reporting

As the business lead for a Government client, Sergio was responsible for project management of several large, high profile applications involving property assessments, as well as several mid to small support systems.Primary responsibilities included:- Ensuring application support teams met or exceeded client expectations;- Evaluating upcoming service requests to determine the best method of implementing enhancements to meet the needs of the client;- Managing resolution of application and organization related issues;- Implementing SharePoint sites with functionality aimed at status reporting of work in progress and collaboration of issues and communication;- Defining appropriate resources required to effectively implement service requests or projects for the business area. Where applicable, performing duties of functional analyst, system architect, or project manager;- Defining deliverables generated by the application support team and the expected content of the deliverables;- Ensuring necessary change management is performed when outside contractual scope is required by clients;- Preparing Assignment Descriptions and Assignment Reviews for application support team members working within business area; and- Managing all development work for applications and projects within business area.During this period Sergio was also responsible for requirement definition, project management, and oversight for replacement/assimilation of an enterprise integration PSA (Project Services Automation) solution from a legacy system to Microsoft Project Server 2010. This internally sponsored and driven project drew heavily on past experience of process improvement amalgamation utilizing best in class software solutioning.