Steve J. Email & Phone Number

Mount Albert, On, Ca

Ontario, Canada

Newmarket, Ontario, Canada

Devise technical solutions to meet complex AMI needs in the Utility industry.

Newmarket

Oversaw daily activities for $5 million+ in annual revenue utility managed services portfolio (Outage Management, Customer Service, Billing and Data Analysis).Raised profitability, supported budget forecasting and enabled significant revenue growth by shifting culture to data driven decision and process improvements. KPI development in BI tools (Tableau and Power BI) to facilitate constant process improvements.Mentorship, performance reviews, staffing model management and career development (5 direct report managers, indirectly 7 supervisor and over 80 staff).Drove technical innovation, collaborated with other senior leaders, executive management and staff to keep ahead of industry trends.

Newmarket, Ontario

Mentored data analysts on technical solutions and problem solving methodologies in AMI, MDM, GIS, CIS and other core utility systems.Managed 30+ utility client relationships, building process documents, training programs and testing services that integrated to a centralized provincial MDM system.Ensured accuracy, regulatory adherence while exceeding client requirements for billing services for local distribution and Sub-Metering companies invoking multiple commodities (Electric, Water, Gas and Thermal).Leveraged data background to create and enhance CIS, MDM and Web portal upgrades, testing and business reporting processes.

Daily management of integrated utility systems (MDM, MDM/R, AMI, CIS, OMS and GIS) within operational and meter to cash impacts.SME for provincial centralized MDM and rules developer within Harris SmartWorks system.Duties included troubleshooting code, file transfers systems, writing SQL queries and building scripts, running stored procedures and Linux commands.Testing plan development and execution for MDM/R, MDM and CIS systems for 30+ utilities.Led business process development and training sessions with clients.

Tool Development and Data Management for the companies Client survey programs worldwide. Worked in a small global team to provide solutions to help communicate survey results to executive and sales teams. Providing tool creation and daily operational data management and reports.* Creation and Implementation of 6 Lotus Notes Designer (R6 to R8.5) Databases. Functionalities included; Incoming vendor survey result management and storage/archiving, Automated result redistribution, Client Satisfaction interest profile management for executive and sales team, Compiling client results for several separate surveys into one management ready view, Accessing data in a Excel format and parsing data to Notes Database fields. Creating automated result summaries. * Met tight timelines and complex design specifications, and provided Education on the tools features and uses. * Visual Basic scripting and SQL query writing to utilize ODBC to manipulate and normalize data in DB2 databases, Excel spreadsheets, MS Access database and Notes databases to archive and store data in one common Lotus Notes database.* Worked with Cognos to implement a new BI solution for Client Satisfaction data.* Managed a Client Satisfaction program to 3 successful Cisco Gold Partner certifications, meeting Audit requirements by managing the process, people and documentation. Provided reporting of results, and call to action for sales and support teams, and managing Client follow up. * Led a project team to identify and evaluate new technologies to aid in day to day reporting and communication tasks, which led to the successful adoption of new and innovative productivity enhancing applications.* Evaluated Open Office based solutions (Lotus Symphony) to help construct a roadmap for migration to new productivity tools for Sales Operations.* Received an award for excellence in innovation for a new approach and view of feedback organized around Client perspectives not organizational pillars.

Provided Problem Management for a portfolio of new applications for a extremely large worldwide Procurement organization. Support of a first tier Call center team as experts on Intranet and Internet applications. Change management support and monthly and ad hoc reporting provided to multiple organizations.* Achieved implementation of the new second tier support structure previously managed as part of the Developer teams, 5 months ahead of schedule and with significant cost savings on travel and education, while successfully bridging a communication gap between developers and first line helpdesk agents. * Created Lotus Notes database (R6) tracking measures for the new problem management process which enabled pervasive issues analysis and actions to resolve repetitive issues.* Utilized expert knowledge of DB2 (R7), SAP ERP (R6), reviewing HTML XML and Java codes, using FTP and SQL to troubleshoot and resolve escalations from Employees and Vendors on Purchase Orders, Invoicing, Vendor Management, RFPs and other procurement functions. * Providing support and guidance for server outages in WAS environment to Hosting support teams.* Provided ad hoc analysis and recommendations to the companies Procurement teams from procurement data housed in DB2 databases using complex SQL queries which aided in the migration of internal systems and processes to these new e-procurement tools.* Tested systems during production rollout of upgrades and fixes of the web based tools, providing critical analysis and troubleshooting to avoid any disruption of key Procurement processes.* A vigilant and proactive member of the change management process providing reporting and communications to the Level 1 Helpdesk of upcoming system changes.

Inbound Telephone and E-mail response to Customer inquiries.* Led a quality response initiative to review and coach e-mail responses to customer inquires that led to improvements in customer survey response scores.* Provided strategy and leadership on a new mission to form a first line helpdesk for an e-commerce initiative that provided quick and accurate reporting of customer issues into a problem management system.* Developed a notes based tracking system for quick communication between a 30-40 staff team working over a 24 hour shift of current relevant issues and to avoid duplication of issues raised.* Provided leadership on an overnight shift which provided sales and support to a new e-commerce offering.* Worked in a second tier complaint management team that resolved and tracked customer complaints.

Bachelor Of Arts, Film Studies

Bachelor Of Arts (B.A.), Film/Cinema/Video Studies