Career Summary

Management professional with ** years of know-how in customer experience, documentation, instructional design & delivery, process engineering and knowledge management looking to bring my analysis skills, creative problem solving ability and near vertical learning curve to an innovative, technology-based team.

Achievements

Consultant, Joan Lynn Consulting Inc. – May 2013 to present

Modernized and automated a document approval process from 4 weeks to 5 days

Captured master data configuration maintenance procedures preserving 100% of troubleshooting knowledge

Removed 80% of production cycles issues due to incomplete design, testing and/or implementation

Established KPIs and dashboards to improve resource management by 100%

Deployed test case templates, activities and reporting removing 90% of manual set up and administration

Hardened a SharePoint Team & Project site provisioning process from 6 months to 4 weeks

Produced a web-based self-serve, self-paced training program eliminating 100% of instructor-led training

Overhauled a continuous improvement program portfolio with enhanced data classification and near real-time reporting to improve records and data accuracy by 70%

Authored product guides to increase sales and reduce support by 75%

Formalized a systems engineering methodology with pre-written templates condensing project set up to 1 day

Conducted a SWOT/SSSD analysis to identify the team strengths and opportunities for improvement

Launched a monthly Lessons Learned cycle to improve project planning and analysis activities by 25%

Design SharePoint Site with workflow for status reporting, project and content management conforming to corporate policies eliminating 95% of manual tasks

Conducted a process gap analysis of major capital projects to propose a project management framework with lightweight governance and continual improvement cycles

Completed a quality management system analysis to reduce audit non-conformities by 50%

Captured engineering process model in less than 4 weeks for quality management system implementation

Support and evolve a Quality Management System including quality training, audit preparation, corrective actions, scorecards and continual improvement programs

Executive Director, PMO & Project Delivery, Axis Teknologies, LP – February 2011 to May 2013

Program managed consulting teams and suppliers for multi-year, multi-million revenue accounts to +/-5%

Reduced complex bid opportunities into a repeatable process providing responses within 2 weeks or less

Established service delivery reviews to increase status reporting accuracy and reduce scope creep by 25%

Met or exceeded customer milestones and satisfaction goals month over month, average rating of 6.7/7.0

Delivered conference presentations and workshops in Canada, the United States and Europe

Implemented and registered the organization’s Quality Management System for ISO 9001 and TL 9000 in 8 months

Resolved all customer complaints in 30 days or less

Manager – Performance Analysis, Network Reliability Center, TELUS Communications – January 2009 to February 2011

Introduced new root cause analysis methodology to IS leadership shrinking repeat incidents by 5%

Collapsed 3 disparate portals and toolsets into one common data source

Led the Incident & Problem Management – ITIL Process Alignment Initiative to harmonize problem management processes across wireline, wireless, IT and data center services in 6 months

Aided the participation in a global network service reliability benchmark study

Business Continuity and Emergency Planning Prime for a department of 1200 network professionals and technicians

Consulting Analyst, Network Operations Transformation Team, TELUS Communications – May 2008 to December 2008

Championed Network Operations business unit requirements on enterprise-level projects, programs and initiatives

Identified and enabled participation in industry benchmark studies

Achievements continued

Business Performance Leader, Data & Transport, TELUS Communications – December 2007 to April 2008

Restructured team circumventing headcount reductions while re-directing skill sets

Initiated performance management plans increasing individual performance scores up to 8 points

Launched employee engagement and recognition programs

Business Performance Leader, Network Performance Analysis, TELUS Communications – June 2006 to December 2007

Extended NPAR to include self-serve and automated reporting with dynamic, real-time dashboards, eliminating data requests and reducing weekly status reporting to less than 2 hours per week

Negotiated contract to increase Six Sigma training coverage by 400% and deployed model to other business units

Partnered to improve event notifications with automated data feed reducing data entry by 90% for two teams

Business Analyst, Network Performance Analysis team, TELUS Communications – June 2004 to June 2006

Developed NPAR (Network Performance Analysis Repository) to reduce reporting cycles by 2,000 hours per year

Aligned root and direct cause outage classification to GR-929, TL 9000 and SOTS template

Championed monthly submission of network outage data to TELUS’ key equipment vendors

Facilitated compilation of monthly executive status reports and network performance scorecards

Documentation & Knowledge Manager, Captaris Inc. (acquired Teamplate Inc.) – August 2002 to May 2004

Authored initial 600 pages of product guides within 2 weeks to meet scheduled product release

Wrote several hundred Knowledge Base articles reducing support requests by 20%

Deployed RUP and Rational Tools with automated tie-ins to MS Word, Project and ProjectConsole in 6 months

Converted 5,000+ pages of product line content to FrameMaker files/templates in 3 weeks and re-branded 25,000+ online help system files in 4 weeks resulting from company acquisition

Volunteer Experience

TELUS Connections – Calgary held positions as Secretary, Treasurer, Director At Large, Chair and External-Director

QuEST Forum – Executive Board Member Representative Director, Leadership Council member, Americas Region Co-chair, Workgroup Chair, Best Practices Conference Planning Chair, Workgroup Secretary

QuEST Forum – Program Manager & Team Leader for the Network & Service Reliability Benchmarking Study in wireline, wireless, e911 and managed NOC services and championed adoption of 5 new measures into TL 9000

Taking the Stage Facilitator, Lead Facilitator and Train the Facilitator

International Institute of Business Analysis (IIBA) –Membership and CBAP Exam Development teams

Education and Certification

ITIL Foundations Certification v3 (Nexient)– 2009, v2 (Nexient) – 2006

Six Sigma Black Belt Training (e-Zsigma) – 2008, Six Sigma Green Belt Training (e-Zsigma) – 2007

Advanced Business Analysis Certificate (Nexient) – 2006

Rational Unified Process and Rational Tools Training (IBM) – 2003

Microsoft Office User Specialist – Master Level – 1999

Certified Instructor (Alberta Advanced Education) – 1995

Technical Writing Certificate (Calgary Board of Education)– 1995

Broadcasting Diploma (National Institute of Broadcasting) – 1993

Microcomputer Business Applications Diploma (CDI College of Business and Technology) – 1991

Technical Skills

Operating Systems – MS DOS, Windows, Mac OS, UNIX, Novell Netware and related Office Suites

Documentation & Learning – RoboHelp, FrameMaker, PageMaker, Captivate, Articulate, Snagit, Audacity, Camtasia, VideoScribe, Documentum, SharePoint, Bitrix24

Process & Analysis Tools – Visio, iGrafx, Actrix, Workflow Engine, OmniGaffle, Bizagi, Minitab, ProcessMA, Crystal Ball, Tableau, Domo

Miscellaneous – MS Project, ProjectManager.com, MapGuide, SAP, Remedy, SalesForce.com, Taleo, RequisitePro, Rose, SoDA, Robot, TestManager, ProjectConsole, Caliber, ServiceNow

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