Management Quality Assurance
Resume:
C HARLES M ONGEON
**** ******* ***** ********, ******* L6L 6H7 *********@******.** ***************@*******.***
OBJECT IVE
A senior leadership role where a strong track record of IT planning and development, systems design and
i mplementation, profit and loss management, strategic visioning and organizational alignment are required in
order to ensure successful delivery of technology solutions that add paramount business value.
BACKGROUND
A customer oriented professional with broad experience in senior-level management of advanced information systems
and technology.
Dynamic leadership abilities combined with exceptional communication and analytical skills, highlight over 15 years of
p rogressive success in technology and business systems environment.
The last 8+ years in comprehensive outsourcing with complete responsibility for the P&L, hiring and leading 240+
employees, corporate policies, standards and strategies.
Extensive knowledge of technology environments from hardware platforms, telecommunications, storage, software
applications, and end user support.
Experienced leader of business development, operations, administrative and project teams through all phases of large-
scale technology initiatives including the design, development and deployment of the technology infrastructure,
strategies and policy.
Called upon by C-level executives to help develop strategic direction and ensure business and IT alignment.
SKILLS & ACCOMPL ISH MEN TS
Accountable for over $70+ Million of outsourcing revenue.
In-depth knowledge and experience in Consulting, Enterprise Architecture Planning and ITIL methodologies.
Consistently been rated a top performer amongst my peers and was honored with the ‘MVP award’ in 2003 & 2006 (only
500 of the 60,000 HP Services employees globally are selected). Also awarded ‘Top Performer’ in 2004 (1 of only 5
selected within 5000 HP Services employees in Canada).
Fluently bilingual in French (mother tongue) and English.
Skilled in business development, strategic planning, risk analysis, business process re-engineering, product innovation,
contract negotiation and budget administration.
These skills coupled with acute insight have been successful at framing, building and delivering innovative and strategic
solutions that exceed expectations.
PROFESSIONAL EXPER IENCE
March 2008 – Present
Senior Account M anager
Capgemini Outsourcing Services, Toronto, Ontario
Overall accountability for the financial (P&L) and operational performance (all SLA’s) of global
comprehensive (multi-discipline) outsourcing agreements.
Extensive client and internal Capgemini relationship management including management of overall
ownership of the IT Governance process with customers.
Responsible for identifying, developing and managing new business/revenue opportunities as well as
accountable to reduce costs to attain desired margin targets.
Direct the Service Delivery division to ensure customer operations expectations are met and exceeded,
i ncluding all Service Levels.
Manage overall offshore/remote work delivery and communication with global stakeholders in India,
Poland, France and the United States.
Overall personnel management including, operations service, Project Management Office, architecture and
sub-contractor teams.
ACCOUN TS OF NO TE:
Pha rma/Life Sciences:
MDS Inc.
March 2002 to March 2008
Cl ient M an ager/Client D i rector – Outsourcing Services
Hewlett Packard Inc., Toronto, Ontario
Overall accountability for the financial (P&L) and operational performance (all SLAs) of strategic
comprehensive (multi discipline) outsourcing agreements.
Planned and directed the service design and delivery of all contracted business.
Directed all personnel including solution, operational service, partner, and sub-contractor teams (30+
d irect, 210+ indirect).
Lead, inspired, and managed the people comprising the direct and extended teams.
Lead complex and strategic business negotiations.
Accountable for implementing and maintaining the IT Governance framework with the customer as well as
responsible for overall customer satisfaction.
Built partnerships by developing and nurturing executive-level relationships.
Pro-actively contributed to the customer’s business improvement, planning and budgeting process.
Developed strategies and processes with the customer in areas such as performance metrics and measures,
escalation and communication.
ACCOUN TS OF NO TE:
Healthcare:
University Health Network (Princess Margaret Hospital, Toronto General Hospital and Toronto Western Hospital)
(2004-2007)
Mount Sinai Hospital (2006-2007)
o Prime for the management of the comprehensive infrastructure outsource.
o The scope for the program included managing Governance (strategic and operational), Service Desk, End User
Devices, Critical Devices, Data Center Operations, Server Management (Wintel, Unix, Linux, AS400),
Network Management, Storage (EMC Clarion and HP EVA), Backup/Restore, Mail Utility Services (Exchange
2003) and security services (VPN, Firewall).
o All Services delivered based on ITIL methodologies.
o Overall accountability to ensure adherence to over 130 program SLAs.
o Oversee direct team of 30+ reports and 210+ indirect reports.
Telecommunications / I nternet:
Rogers Cable Hi-Speed Internet Platform (2002-2004)
o The program scope included the installation, configuration, management, operations and monitoring of the
h igh availability system components used to provide broadband internet services to over 800,000 subscribers.
o Managed technical staff in proactive system/software administration, 24x7x365 operations, problem
escalation, vendor management, performance management, and capacity planning.
o Internet services infrastructure was comprised of Alpha Unix servers, SAN storage, backup/restore, BMC
software (systems management), and Tier 3/Tier 4 operations center.
o IP Data application services included Openwave E-mail (5 million + transactions daily), News Posting
Services, Personal Web Hosting, Provisioning, Customer Services tool set and Member Services.
o Oversaw direct team of 20+ and shared team of 60+.
May 2000 to March 2002
D i rector - Pl anning and Deployment Engineering and
P MO
Excite@Home, Toronto, Ontario
Responsible for the design, deployment and management of world class broadband/ high-speed data networks for the
@Home markets in Canada. This process included:
• Managing large scale and complex technical projects that had a wide range of scope and impact. These projects
supported over 1 million customers generating over $6.5 million monthly. Customer base was nationwide and
associated to Shaw Cable, Rogers Cable and Cogeco Cable.
• Developing implementation processes and project plans.
• Retaining a macro view of all projects and prioritize based on appropriate business goals.
Managed the conversion of US cable markets from their existing high-speed internet provider to the @Home high speed
p latform. Over 300,000 subscribers converted.
• Providing tactical leadership and day-to-day direction to 9 senior project managers located in Calgary, Toronto,
Denver, Philadelphia and Atlanta as well as teams of engineers in Toronto and California.
• Anticipating and developing strategies to meet future client business needs. Clients included AT&T
B roadband, Comcast, Charter, Adelphia and Mediacom.
• Negotiated controversial and sensitive situations with external clients and internal constituents.
• Worked closely with executives to ensure technical projects were in line with needs and strategies.
July 1999 to May 2000
Program M an ager – Network Projects (Local Voice
Services)
AT&T Canada, Toronto, Ontario
Accountable to the Network Planning and Capital Management groups to deliver infrastructure projects on time, on
budget and to the Network Plan.
Initiated projects by working to define the team roles and to define and obtain project approval.
Managed the status updates, cost tracking, quality assurance, change control and risk mitigation.
Responsible for the management of cross-functional, cross-country, budgeted projects such as:
• New Central Office build for the launch of local service in Halifax.
• Nortel DMS 500 voice switch hardware implementations.
• Nortel DMS 500 voice switch PCL software upgrades.
1994 to 1999
Pa rtner – Telecommunications Consultant
R.V. Anderson Associates, Toronto, Ontario
Project leader, responsible for the planning and management of services provided to Ledcor for their International
F iber Optic Telecommunications build
Ledcor Industries partnered with R.V. Anderson to design build over 10,000 kilometers of fiber optic transmission
systems i nstalled across North America. E nd clients included Sprint Canada, AT&T Canada, Bell Canada and Telus.
P roject budget: $800 million.
EDUCAT ION
University of Ottawa
1989 to 1994
• Bachelor of Applied Science in Engineering
• Licensed Professional Engineer, Province of Ontario (PEO)
1996 – ongoing
Hewlett Packard executive education
2006
• Business Edge Training provided by K i rby Arnold Associates
CORE (Centre for Outsourcing Research and Education)
2009
• Governance and Relationship Management
Capgemini University
2009
• Large Account Management Process provided by Mil ler Heiman
References are available upon request.
Contact this candidate