William (Bill) Macleod, P.Eng. Email & Phone Number

Toronto, On, Ca

Toronto, Canada Area

BMO Financial Group is restructuring its core systems around a new shared service (SOA) called the BMO Hub. The focus of my team is the overall detailed design for various components of the SOA Hub and its associated products from TIBCO, Oracle and VMWare on an underlying LINUX server platform. My team provides the primary interface between our Technology Development teams, the various technology solution providers involved in the implementation and other BMO Hub implementation team members for the production of detailed physical and logical designs for Hub component systems and for coordinating the implementation of those systems with all involved parties.

Toronto

Managing a team of over 55 dedicated staff and additional shared services staff, delivering full outsourced, ITIL driven operations services to University Health Network under HP Outsourcing Services.• Technical Staff managed directly included: 3 PM's, 2 Technical Managers, ITIL Process Mgr, Crisis Mgr (total staff approx. 55 plus dedicated shared tower staff (10).• delivered both traditional "major" projects and many tactical projects ongoing through-out the year• Responsibilities included full ITIL driven, 7/24/365 operations support for all Servers (>500, Wintel, Unix, Citrix), SAN & Storage Management, Email services (MS Exchange), Access device support (Deskside and Laptop), Blackberry including Enterprise server, Anti-Virus Protection, all Networking services (firewall, core and edge network). This included steady state operations, and project delivery.• Oversaw efficiency and staffing improvements resulting in a 33% increase in profit margin to one of the highest in all of HP worldwide

Toronto

- for University Health Network

Toronto

Perform technical crisis management for complex, technical, political and process problems for Sun Microsystems Software products (Solaris / Java based) on a world-wide basis, serving customers in Europe, Asia and North America.• Successfully reduced monthly senior management crisis report from an average of 7 critical incidents per month to less than 1 incident.• Participated in the successful outsourcing project to identify and select an offshore partner to provide sustaining engineering support for Customer Networked Services software products for Sun Microsystems reducing overall costs 40%.• Manage the development team through the planning process and development effort to correct problems.• Participate in business unit process development under new, partially outsourced business unit.• Define and project manage customer escalations, the action plans, customer management, Sr. Management Reporting, and proactively work with support groups and account teams to improve customer experience.• Perform critical situation post mortems, and report to senior management on customer trends and metrics

Toronto

Reporting to the President, with a direct staff of 8 and an indirect staff of 25, managed and led a “7/24/365” HIGH profile support business across Canada.• Provided effective, exemplary service to many of Canada’s fortune 100 companies providing trouble-shooting and prioritizing leadership• active member of the Senior Mgmt. Planning Committee for HDS responsible for strategic & tactical planning• Prepared and provided on-going technical and sales presentations to small and large groups of customers.• Supervised and provided direction to 3 managers and 25 staff across Canada.

Toronto

As Principal Consultant, I successfully provided distributed technology advice and participated in a number of planning projects, RFI’s and RFP's for the selection of software, infrastructure, and shrink-wrapped applications for deployment in both Call Centre and Fraud detection environments at a major Canadian Bank..• Successfully managed a complex multi-million dollar Customer Relationship Mangement Project (CRM) for Master Card call centre, which included client server technology (UNIX, Windows, Sybase RDBMS), Expert Advisor from Software Artistry, and CTI (computer telephony integration) from Computer Talk Technologies, and the replacement of the existing telephony system with a new departmental PBX/ACD/IVR (from CTT) under budget and ahead of schedule.

Toronto

As Manager, Client/Server Systems for the Security Industry Services arm of ISM (IBM), developed from conception, a strong client/server, open systems development shop with-in this primarily mainframe delivery group.• Successfully moved a mainframe, character based securities Order Entry application, to a portable, C/S workstation based product (Oracle, Sun, HP & AIX, C++, XVT). • Successfully upgraded the major securities Message Switch hub product running on Tandem hardware.

Toronto

additional positions included:- Supervisor – Network and Telecommunications Certification and Support - Sr. Consultant - Corporate Information Planning - Database Administrator (DBA)