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Work Background
LBC IT Solutions, Inc.Digital Program Manager | Business Relationship Management
Sep. 2021Toronto, Ontario, CanadaSingle point of contact for a major telecom Business Intelligence team, facilitating development and implementation of the organization's Frontline Performance Management platform. The platform was a company-wide endeavour with an annual budget of more than $3 million. Accountable for establishing efficient communication between the team and stakeholders, managing risks and concerns, and maintaining project documentation. Business Relationship Management Lead
• Demonstrated experience working with senior level stakeholders and delivering in a multi-functional team with business, process, and corporate teams
• Full end to end delivery experience successfully delivering small / medium and large complexity projects in a project management role
• Proven experience of working through challenges, identifying, and considering alternative solutions and making recommendations based upon sound judgements
• Ensures that program receives appropriate operational support and that benefits enabled can be effectively realized
Sr. Project Manager
• Proven ability to engage C-suite leaders to drive business value.
• Organization-wide collaboration, teamwork, and relationship-building skills.
• Ability to create business partner expectations and use governance for a good experience.
• Excellent positive and collaborative change leadership.
• Experienced at managing conflict and problem-solving for win-win results.
• Demonstrated understanding and passion for business and technology
FinningDigital Program Manager | Business Relationship Management
Jun. 2018 - Jul. 2021Surrey, BC, Canada Led multiple Agile product release streams with an annual development budget of over $5 million for the Salesforce platform. Executed the global management strategy of the organization’s strategic priority value drivers as platform admin of project management Smartsheet tool. Transformed programs and projects across business departments through the Finning Project Excellence Management Framework. Sr. Project Manager
• Develop and manage relationships with business owners, application owners, IT and facilities team, and vendors to ensure all milestones and deliverables are met.
• Develop a strategy for stakeholder engagement and organizational change management. • Knowledgeable in applying scrum, waterfall, and agile methodologies and skilled in developing processes that facilitate continual progress and team achievement.
• Delivered project requirements on time and within the agreed acceptance criteria in a hybrid methodology environment as they transitioned to more Agile-based Methodologies.
• Coordinated teams across organisational, financial, and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results.
• Facilitated change management – people, processes, and tools. Supported project teams in integrating change management activities.
kly, Bi-weekly, Monthly and Quarterly status meetings and reporting
Provincial Health Services AuthorityBusiness Relationship Management | Program Manager
Sep. 2017 - May. 2018Burnaby, BCProvincial Health Services Authority (PHSA) - Burnaby, BC – September 2017 to June 2018
Managed client-focused relationships with stakeholders across functional teams with executive leadership in pursuit of demand management, resource alignment, and solutions delivery through the BRMI framework. Collaborating with both business and IT to drive innovation and shape demand for technology that is focused on increasing business value. Coordinate IT resources while working with cross-functional teams to identify opportunities that deliver the expected business value. Business Relationship Management Lead
• Principal technology advisor to BC Cancer, BC CDC and the Clinical and Systems Transformation project and a champion for identifying, leading, and driving information technology transformation.
• Partnered with business transformation or change management teams to ensure that the business unit or function has the capacity and capabilities to implement changes required by new technology solutions. • Partnered with business analysts to ensure that essential business project requirements were understood, captured, and reflected in solution documentation.
• Coached business and IT partners to articulate the technology needs and requirements in the functions that advanced and supported the business performance.
• Provided program support and governance across multiple projects within the portfolio, working along side IT and business project managers to ensure successful implementations.
• Navigated cross-functionally with executive leadership in pursuit of demand management, resource alignment, and solutions delivery. • Ensured continuous improvement in value optimisation, IT performance, and business processes where applicable.
BC Clinical and Support Services SocietyProblem Management Manager | Knowledge Management Manager
Aug. 2015 - Aug. 2017Burnaby, BCManaged project planning and implementation of Document and Knowledge Management Process for Technology Services teams. Facilitated expanding Problem Management process scope and continuous improvement upgrades. Knowledge Management
• Migrated 33+ old SharePoint team sites to new SharePoint 2013 Site Collection, completed the migration in 3 months and ahead of schedule.
• Facilitated stakeholder working groups for the planning and implementation SharePoint Knowledge database. Collaborated closely with teams to identify and analyse core requirements and key features.
• Implemented Proactive Problem Management - Creation of problem tickets based on trend analysts for high-value repetitive incidents.
• Facilitated communication with clients, team members, and vendors to ensure the actions and changes which may impact are known.
• Approved results of the root-cause analysis, documented root-cause, and workaround.
• Implemented monthly reporting to various stakeholders at various levels within the organisation. Special Project: Asset Management Audit - Implementing HP Asset Manager, Contract Management. Managed the review of 2600 contracts collected from multiple sources across the organisation to create a clear picture for budgetary and usage forecasting. • Managed team of 5 business and operational analysts.
• Implemented HP Asset Manager Managed Contract module.
• Overall understanding of Asset Management Life Cycle, Procurement, Software Asset Management, Contract Management.
• Designed data flow and processes to align with business needs.
Okanagan CollegeContinuing Education Instructor | Life Coaching | Stress Management Coaching | WordPress Web Design
Jan. 2009 - Sep. 2012Kelowna, BCCreated two different programs that ran through the Continuing Education Centre of the college. Responsible for providing quality instruction and facilitating student learning. The first course focused on personal development for women and the second, Wordpress for beginners. KEY INSTRUCTOR SKILLS • Effective verbal communication.
• Experience and a diverse knowledge base.
• Excellent organizational skills.
• Able to prepare course materials that engage a wide variety of people.
• Able to effectively manage a classroom.
• Able to effectively use instructional technologies.
Interior Health AuthorityProject Coordinator | Clinical Informatics Analyst
Aug. 2008 - Nov. 2013Kelowna, BCParticipated in a regional software transition at 22 hospitals over 3 years, impacting 10,000 clinicians. Developed project management plan, business analysis, and strategic planning services that lead to improved controls and efficiencies in infrastructure and operational processes. Focus areas were Acute Care, Ambulatory Care, and Enterprise Medical Records.
Project Manager Duties
• Evaluated Business and Clinical processes and operational workflows, anticipating requirements, uncovering areas for improvement, and developing and implementing solutions.
• Interpreted, evaluated, and develop integrated business analyses and projections for incorporation into strategic decision-making.
• Coordinated logistics, documentation, and requirements with interdisciplinary team members, clinicians, vendors, and other critical stakeholders during software implementations. • Identifying key project risks, whether stated or not and managing or escalating accordingly.
• Performed daily, weekly, and monthly reviews and analyses of processes using operational metrics and reports.
Ensign Energy ServicesService Desk Supervisor | IT Procurement Supervisor | ITIL | IT Service Management
Jan. 2006 - Jan. 2008Calgary, ABResponsible for transforming the Help Desk into an ITSM based multi-tiered Service Desk and Deskside Support groups using the ITIL framework. Also took over responsibility for management IT Procurement analysis and management for the department. KEY ITSM SKILLS • Analyzed and Plan resourcing of the Service Desk to meet Contractual Service Levels
• Developed Customer Support Policies, Procedures and Standards
• Tracked Reliability and Consistency against Service Level Agreements
• Addressed Business needs and Exceed Stakeholders Expectation
• Provided Coaching and Technical Support to facilitate Best Practices
• Fostered Effective Customer Service
• Staff Coaching and Development to address Individual Needs
CDI CollegeInstructor | Network Admin | Student Coaching and Mentoring
Sep. 2005 - May. 2006Led and contributed to the academic success of students, under general direction, I was responsible for providing quality instruction and facilitating student learning according to the prescribed curriculum. Responsible for the computer network and applications used by all instructors and students. KEY INSTRUCTOR SKILLS - - Help Desk Analyst & MS Office
• Relevant industry skills and knowledge.
• Advanced oral and written communication skills.
• Motivation and coaching of students.
• Worked cooperatively with other instructors and staff.
• Ability to use technology to enhance the student learning experience.
OAO TechnologyService Desk Manager | Help Desk Manager | ITIL | IT Service Management | Career Coaching
Jan. 1998 - Jan. 2005Calgary, ABManaged and training of 100+ technical resources on six 24 Hour ITSM Service Desks built on ITIL framework. KEY ITSM SKILLS • Service Level Monitoring, Analyze and Management
• Promotion of Best Practices Processes
• Facilitate a Common Purpose and Commitment
• Communication and Knowledge Management
• Staff Coaching and Development to address Individual Needs
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