Manager Management

Reggie Fernandez, PMP, CSM

Oshawa, ON ***********@*****.***

416-***-**** LinkedIn Profile: www.linkedin.com/in/reggiefernandez

PROFILE

Information Technology professional committed to achieving business objectives through successful people, process, and project management. Recognized for achievements in the following areas:

Project Management Incident Management Relationship Management (internal/external)

Problem Management People Management Process engineering and documentation

PROFESSIONAL EXPERIENCE

Royal Bank of Canada 1998 - 2017

A global provider of personal and commercial banking, wealth management services, insurance, corporate, investment banking and transaction processing services.

Project Manager, Document and Workflow Solutions (2010 – 2017)

Responsible for managing projects of varying size and complexity (Agile and Waterfall) for the RBC eForms document generation platform on Oracle Documaker and Quadient Inspire. Managed a staff of up to 15 developers.

Restructured the intake, estimation, requirements, development, testing and deployment processes which resulted in more productive and quality projects to meet our business partners’ document generation needs

Negotiated vendor agreements and contracts to ensure the vendor partners provide the best service at a reasonable cost, which resulted in savings of up to $100,000

Implemented multiple regulatory compliance projects into production on the eForms document generation platform

Successfully managed and deployed the Quadient Inspire infrastructure in preparation for the migration from Oracle Documaker, including network and server architecture, security, redundancy and monitoring requirements

Senior Business Systems Analyst, Peregrine ServiceCentre (2008 – 2010)

Responsible for gathering business requirements and producing appropriate documentation, and collaborative design for technical solutions and high level technical documentation.

Managed the requirements process and testing to ensure successful implementation of multiple application enhancements and RFCs

Created, maintained and executed test plans and test cases for functional, regression, and user acceptance testing

Created and maintained end user documentation and operating manual updates to ensure the business users are able to use the new functionality with minimal disruption to business functions

Team Manager, Technology Support Centre (2008)

Accountable for Ownership and Resolution of Technology Incidents for approximately 8000 internal clients and over 80,000 external clients of DBI (RBC Dominion Securities, RBC Direct Investing, CMS Operations) and RBC Capital Markets within Service Delivery targets. Managed a staff of up to 25.

Achieved First Call Resolution rate improvement of 14% within the first 3 months in position compared to the previous 3 quarters within the DBI team. This was accomplished with the implementation of the Client Experience Facilitator role which focused on identifying areas of improvement for the first line analysts

Improved overall Incident Management results by restructuring the DBI Tier 2 team to have added focus on Incidents and coaching of first line analysts

Focused on taking the Capital Markets team to the next level of efficiency through extensive process review and re-engineering. Milestones were: implementation of 2nd line role to handle more complex issues allowing group to focus on managing incoming call volumes; optimized teams schedule to ensure proper coverage during peak times; ensured process and escalation documentation is current and uploaded to the TSC knowledge site for easy access to the team

Reggie Fernandez, PMP Page 2

Manager, DBI Service Desk, Domestic Brokerage Infrastructure (2005 - 2008)

Accountable for Ownership and Resolution of Technology Incidents for approximately 4500 internal clients and over 70,000 external clients of DBI (RBC Dominion Securities, RBC Direct Investing, and Operations). Managed staff of up to 25.

Created a two-tiered Service Desk based in ITIL Incident Management best practices

Developed and implemented Incident Management processes to address needs of a very demanding client base

Improved Tier 1 service level rates by 10% compared to the previous year within the first month in position

Achieved First Call Resolution results of 87% for 2006, which is a 20% improvement from the previous year

Successfully led the team through a big change with the integration of the DBI Service Desk into the Technology Support Centre

Head, Tier 2 Service Desk, Domestic Brokerage Infrastructure (2005)

Managed the Tier 2 Service Desk responsible for the resolution of escalated Incidents for the 4500 internal client of DBI (RBC Dominion Securities, RBC Direct Investing, and Operations). Managed staff of 6.

Established Tier 2 team and created processes around Incident Ownership and Management

Created and maintained Knowledgebase which houses documented recovery steps and Service Desk processes

Developed and implemented communication plan for Release activities which resulted in an improvement in deployment success rates

Assistant Manager, Technical Services, CWMG – Information Technology (2001 - 2005)

Responsible for the day to day management of the Technical Services support team which provides technical support to the RBC Investments (RBC Dominion Securities, RBC Direct Investing, and Operations) client base. Managed a staff of 12.

Managed multiple service improvement initiatives i.e. call and e-mail management, Helpdesk e-mail submission form, two-tiered support structure, incident management, problem management, etc.

Created and revised department processes and technical documentation

Established standard processes for utilization of Peregrine within RBC Investments IT

Facilitated the implementation of ITIL Incident and Problem management processes within the team

Team Leader, Technical Services, RBC Investments IT (2000-2001)

Technical Service Analyst, Technical Services, RBC Investments IT (1998-2000)

Education & Professional Development

Scrum Alliance

Certified Scrum Master, 2018

Project Management Institute

Project Management Professional Certification, 2016

RBC Learning

Agile Project Management Introduction, 2017

IBM Cloud Essentials, 2016

Introduction to DevOps, 2016

Lean Six Sigma – Yellow Belt, 2015

Project Management Excellence program, 2010-2013

Technology Excellence Program, Business System Analyst, 2009-2010

Managerial Excellence program, 2006-2008

Certificate Courses

ITIL Foundations Certificate in IT Service Management, 2003

ITIL Practitioner Support and Restore, 2006

MPC Institute of Technology

Certificate in PC and LAN/WAN Technologies, 1996

Seneca College of Applied Arts and Technology

Diploma in Business Computer Systems, 1995

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