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Work Background
BCAAMember Experience Representative
Sep. 2023 - Jun. 2024Langley, British Columbia, CanadaProvide first point of contact for members needing roadside assistance
Rogers CommunicationsProject Manager
Apr. 2023 - Jun. 2023Langley, British Columbia, CanadaWorking as a coach, mentor and guide for junior project management staff and provide support and structure in following Agile project management practices within Operations. Including • Drove billing transition for specialty customers from legacy system
• Guided development of Data governance management software development
• Designed and built customer quantifiable feedback and rating system for internal front line teams for new product launches
• Mentored leaders, peers and project personnel to enhance their knowledge and roles
• Trained new and existing project teams on Agile processes
• Guided teams through their initial project sprint providing support and guidance.
Shaw CommunicationsOperations Standards and Support
Dec. 2022 - Jun. 2023Langley, British Columbia, CanadaThrough coaching, mentoring, training and feedback, specializing in Agile project management process, I provide a framework and support to structure project plans and teachings skills and techniques to project leads and team members to ensure successful completion of projects. • Drove billing transition for specialty customers from legacy system
• Guided development of Data governance management software development
• Designed and built customer quantifiable feedback and rating system for internal front line teams for new product launches
• Mentored leaders, peers and project personnel to enhance their knowledge and roles
Shaw CommunicationsOperations Portfolio Management
Mar. 2022 - Jan. 2023Langley, British Columbia, Canada (Remote)Set up and develop a supportive PMO focused on providing a complete vision of all Operations Projects within Shaw. Work with Project and Program Managers to capture and standardize information presentation and present this information to executive stakeholders on a regular basis. • Worked with over 100 projects and teams to capture project status, stakeholders and sponsorship
• Developed centralized reporting and provide recommendations to senior leadership
• Identified and presented value provided by projects to the business
• Created a relationship and meeting space between project teams to identify and mitigate conflicts between projects
Shaw CommunicationsTechnical Experience & Activation
Apr. 2021 - Mar. 2022Langley, British Columbia, Canada (Remote)As part of the Technical Experience and Activations Squad, I bring my experience with tactical automations and legacy systems in order to support initiatives designed to reduce the amount of rework and dispatches that occur to resolve customer issues by giving technicians the tools needed to complete their work without outside assistance and improving customer notifications to ensure both internal and external staff are aware of upcoming work they have previously scheduled. • Created automation to track and identify issues remaining when field technicians complete work
• Enhanced dispatch system to more accurately reflect manpower capacity
• Simplified user interface to ensure staff engagement with the software
Shaw CommunicationsService Information and Quality
Sep. 2020 - Apr. 2021Vancouver, British Columbia, Canada (Remote)Working with the Service Information and Quality Squad to provide Technical Project Management experience and support for automations surrounding IVR, SMS and digital platform notifications for both internal and external customers through a variety of methods in order to provide targeted information to customers regarding current issues impacting their services. Teaching and provided structure and developed team skills to manage project flow while also providing business analytics and filling skill gaps within the team • Created an automated outage notification system for customers impacted by a known outage event to play messages to impacted customers on hold reducing the number of customers who spoke to an agent regarding an outage by over 80%
Shaw CommunicationsProject Manager
Jul. 2020 - Jun. 2023Langley, British Columbia, Canada (Remote)As recognition of my ongoing work in project management with a large number of project team, in various capacities. I obtained the title of Project Manager
Shaw CommunicationsBlue Tech Experience
Apr. 2020 - Sep. 2020Vancouver, British Columbia, Canada (Remote)As scrum master helped teach agile techniques and project management standards while maintaining daily workflow. Working with the Blue Tech Experience Squad to modernize and develop the customer experience for installation and support. Bringing choice and value to the customer and the company. • Designed a white glove aftercare system for onboarding new customers
• Developed a model to educate customers in a targeted manner to allow them to better understand how to fully utilize our services
• Created customer engagement materials and developed engagement plans to better improve customer understanding
Shaw CommunicationsVirtual Support Specialist Project
Apr. 2020 - Sep. 2020Vancouver, British Columbia, CanadaAs scrum master helped teach agile techniques and project management standards while maintaining daily workflow. Developing to Virtual Support Specialist Role in order to solve customer issues and mitigate future truck rolls though use of interactive multimedia communications tools such as Blitzz. Initially to find ways to resolve customer issues during COVID-19 and to extend that experience to continue to mitigate operation costs and reduce resolution times for customers. • Created customer engagement materials and developed engagement plans to better improve customer understanding
• Developed system for handling no contact customer engagement and installation
• Developed tools and solutions to facilitate remote customer interactions.
Shaw CommunicationsActing Project Manager
Sep. 2019 - Apr. 2020Vancouver, British Columbia, CanadaWorking in the Automation Development Operations Team, covering a variety of responsibilities to manage projects from Intake, through planning and development into post launch analytics. Some of my key responsibility:
Stakeholder management
Project Scheduling
Change Management
Project Documentation
Data Analysis. Thanks to the great team I work with, we have successfully saved the company over $8,000,000 through quick win automation, both improving the immediate future and setting the standard for future tools and automation across a number of areas within the business.
Shaw CommunicationsProject Coordinator III
Jun. 2019 - Mar. 2020Working in the Automation Development Operations Team, I received this title in recognition of my accomplishments
Shaw CommunicationsAutomation Development Operations
Jun. 2018 - Apr. 2020Vancouver, British Columbia, CanadaDeveloped and managed workflow within the Automation Development Operations Team. Covered a variety of responsibilities to manage projects from Intake, through planning and development into post launch analytics. • Reduced manual handling for field related requests by over 20%
• Reduced time to handle field related requests by over 95% on average
• Eliminated repetitive tasks from workflow
• Saved over $8 million per year in annual operating costs over a 12 month period
• Taught developers how to engage in soft skills and become their own Business Analysts reducing build and turnaround time by over 80%
• Reduced implementation time from 18+ months to less than 1 month for most requests Some of my key responsibility:
Stakeholder management
Project Scheduling
Change Management
Project Documentation
Data Analysis. Thanks to the great team I work with, we have successfully saved the company over $8,000,000 through quick win automation, both improving the immediate future and setting the standard for future tools and automation across a number of areas within the business.
Shaw CommunicationsBusiness Analyst
Jun. 2018 - Jun. 2019Vancouver, Canada AreaOnboard and vet new project concepts for the Automation Development Operations Team to expand on my previous work seeking to define and implement opportunities to automate and reduce workload across a broad range of departments within Shaw. Identify and qualify potential projects
Determine requirements
Create and manage project documentation through development
Communicate progress and changes with stakeholders, subject matter experts and developers
Assist with testing as needed
Develop QA documentation
Track project process with team members
Shaw CommunicationsActing Project Coordinator
Jun. 2018 - Jun. 2019Vancouver, Canada AreaProgressively evolving from my role as Business Analyst for Automation Development Operations into full end to end Project Management. Working on multiple small to medium projects simultaneously with Fiscal projected saving combined total of over $5 million per year. From Project kickoff through launch involving and informing stakeholders and team members as needed through all project phases. Automation Development Operations provides tactical solutions to solve immediate business issues in order to improve current state immediately and provide an improved baseline for data and performance of any permanent enterprise solutions. Working in the current state allows us the freedom to discover the immediate needs and solve tangible problems while ensuring our impact is immediately quantifiable.
Shaw CommunicationsActing Business Analyst
Jul. 2017 - Jun. 2018Vancouver, Canada AreaManaging projects with the Regional Action Centres and additional related team across the country to develop standardized processes, better reporting and cohesiveness. • Improved accuracy of automated outage reporting by more than 30%
• Identified gaps in current automation and provided recommendations based on data In addition examining current workflow for optimization and improvement through data analytics and focus group reviews to identify areas of potential cost savings.
Shaw CommunicationsActing Supervisor
Oct. 2010 - Feb. 2011Vancouver, Canada AreaProvided support for the Graveyard TSR team in Vancouver, acted as a point person for assigned projects and accountability, provided assistance for escalated customer issues, created and implemented performance incentives to increase overall workflow. • Created incentive program reducing not ready times of phone agents by 60%
• Coached team members performance and guided improvement
• Mitigated interpersonal conflicts
• Handled escalated customer issues Worked Graveyard shift under minimal supervision making critical decisions and being accountable for them. Developed and tested performance incentives and reviewed team feedback to determine effectiveness. Spearheading additional projects and taking on additional responsibilities to learn more about the business and continue to grow.
Shaw CommunicationsNetwork Analyst II
Feb. 2008 - Jun. 2018Vancouver, Canada AreaMonitor regional network for impacts to service and engage appropriate teams to resolve issues in a timely manner while documenting the process from end to end. • Supported field staff in locating and resolving issues
• Identified network issues using several tools
• Documented incidents
• Reported on effectiveness of outage mitigation and customer impact Worked a variety of shifts including nearly a decade of graveyard shifts under minimal supervision making critical decisions and being accountable for them. In addition to my regular duties I have spearheaded a number of additional projects, taken on additional responsibilities to broaden my skills, assisted in developing tools and processes to improve overall effectiveness and developed working relationships with other team members and departments. I have grown my profession skills and continually seek to learn more about the business and continue to grow.
Shaw CommunicationsActing Network Analyst
Dec. 2005 - Feb. 2008Vancouver, Canada AreaMonitor regional network for impacts to service and engage appropriate teams to resolve issues in a timely manner while documenting the process from end to end. Worked Graveyard shift under minimal supervision making critical decisions and being accountable for them. Spearheading additional projects and taking on additional responsibilities to learn more about the business and continue to grow.
Shaw CommunicationsTechnical Service Representative (TSR)
Nov. 2005 - Feb. 2008Vancouver, Canada AreaProvided Technical and sales support over the phone to Shaw customers on a variety of products including Internet, analog cable, digital cable, VoIP, software and billing. Worked Graveyard shift, experiencing after hours support with minimal supervision requiring personal accountability and self sufficiency to complete assigned tasks. Spearheading additional projects and taking on additional responsibilities to learn more about the business and continue to grow.
YVRAA Vancouver International Airport AuthorityComputer Technician
Jun. 2005 - Aug. 2005Richmond, BCDeployed over 150 workstations including system configuration, cable management and removal of previous equipment while not impacting ongoing operations.
Angus One Professional Recruitment & TemplineVarious
May. 2005 - Nov. 2005Vancouver, Canada AreaA variety of warehouse duties at various short term contracts involving mostly warehouse work including shipping/receiving, order picking, inventory management, assembly as well as forklift operations. Forklift operations on both electric and propane powered systems including specialized attachments such as bazloid and pole lifts.
Canadian Industrial DistributorsCustomer Service Representative
May. 2000 - Sep. 2003Delta, BCShop and onsite repair of equipment, sales and service both on site and in shop, order entry and dealing with both new and existing customers over the Lower Mainland, the Fraser Valley, and the Interior of B.C. • Engaged customers to identify and resolve their needs
• Repaired tools onsite and in office
• Managed inventory flow
• Facilitated sales for larger equipment
• Provided after sale support to customers
PadTech IndustriesShipper/Receiver, Packager, Assembly
Jan. 2000 - May. 2000Delta, BCShipping, receiving, space management, waybills, packaging, assembly, construction, quality inspection and forklift operations. • Reduced order preparation time by over 30 minutes by design and implementation of an inventory control system • Reduced shipping delays by over 1 week by implementing an improved shipping management system by introducing a self service model for carriers arriving to pick up goods.
Arby's Restaurant Group, Inc.Assistant Manager
Jan. 1999 - Mar. 2001Richmond, BCCustomer relations, customer service, cash handling, stocking, food preparation, ordering, cleaning, building and equipment maintenance, training, employee management, sales analysis and scheduling. • Saved 8% in wastage by computerizing order and inventory management • Reduced customer wait-times more than 30% by restricting button layout on order entry terminals
• Trained new staff
• Tracked inventory and purchases
• Improved sales by more than 30% through developing marketing initiatives and improving facility maintenance
Konica Minolta Business Solutions CanadaShop/Warehouse Assistant
Mar. 1993 - Aug. 1997Richmond, BCCasual periodic employment as needed to assisting with machine repair, troubleshooting and unit assembly, parts room inventory, shipments, paperwork, and organization as well as warehouse clean up and organization.
Independent ConsultantComputer consultant
May. 1992 - Aug. 2015Vancouver, Canada Area• Developed end to end network and computer technology solutions for customers
• Designed and implemented hardware rollouts
• Managed software and hardware upgrades
• Provided custom solutions to customer needs 24/7 Phone and On-site repair of computer problems; consultation on maintenance schedules, purchase of equipment and service; Installation, maintenance and repair of hardware, networking and software. Determine customer needs and desires and work within their budget. Also provided A/V system integration, installation and maintenance, low voltage wiring and other support. Working with a range of business and residential customers on projects that range greatly in size and scope. Have work both full time and part time during different time periods depending on client needs and other employment status. Driving new customer contacts as needed for the time period. Currently part time using existing customer contacts.
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