Manager Management
Resume:
LILLIAN SHIBATA-SALLEY
Phone: 416-***-**** ? ******.****@*****.***
[pic]
STRATEGIC CHANGE MANAGEMENT ARCHITECT
Highly professional and high-powered strategic planner with over 25 years
experience in the financial industry. A visionary embracing the larger
objective, identifying effective processes, standards and solutions by
working closely with diverse teams and devising standardized and effective
solutions in a challenging and deadline driven environment; Able to
present synergies between teams and identify gaps where negotiations are
facilitated, while influencing change of mindsets and ideas through
training and open-minded deliberations. Process-driven and skilled at
identifying and implementing procedures that improve operational
efficiency, productivity, while enhancing service delivery and quality
levels. A motivational leader who provides extensive training and
development to create high-performing teams.
"Lilly is a very conscientious and creative worker. I cannot remember any
time when I ran into an issue that concerns a product she was supporting
and she wasn't there for me. She encourages creativity and leads by
example. ...
Lilly's biggest and most recent assignment was to design workflows for
various application delivery areas and companies. She arranged several
meetings to understand how each area worked and looked for commonalities in
order to minimize the number of workflows design. I highly recommend Lilly
and would love an opportunity to work with her again." Huda Alazzawe, Web
Development Leader
"Lilly goes beyond the call of duty often working late nights. She
developed an excellent product everytime and always was a team player. If
she couldn't answer a question, she would find the answers in a timely
manner and often enhanced her product based on customer asks. I would
highly recommend Lilly." Gillian Rodrigues, Senior Project Lead at
Scotiabank
AREAS OF EXPERTISE
Strategic and Tactical Project Management Serena Business
Planning Training & Development Manager/TeamTrack
Change Management Team Building/Leadership Salesforce/Dataloader
Process Improvement Coordination/Organization Siebel
Streamlining Workflow IT Strategy Software Development
Presentations/Facilitations Requirements Gathering QA/Testing
Release Management Troubleshooting
Communications/Negotiations System Administration Deployment/Migrations
Technical Support/Writing Ops Management
Business Analysis Risk Management Scheduling
Needs Assessment Consulting
Client Relations
Customer Service
Professional Experience
BANK OF MONTREAL 2012-Present
client relations management ("CRM") SYSTEM analyst (Contract)
. Acts as an intermediary between the user community and the technical
community working with IT project teams and the business units to
collect, clarify and translate business requirements for the BMO Capital
Markets CRM applications (i.e., Salesforce), using appropriate tools and
models.
o Key accomplishments include meeting the information needs of
business users by extracting information from available resources
through adhoc reporting.
o Work closely with all levels of business providing application
administration support including troubleshooting and finding
creative techniques to meeting requirements.
o Act as QA/UAT tester on variety or projects on system enhancements
and overall system replacement, working in a team environment and
supporting team members, meeting tight deadlines.
o Review processes and find and document areas of improvement.
MACKENZIE FINANCIAL CORPORATION 1998-2011
Sr Software Developer/Administrator/PROCESS IMPROVEMENT ENGINEER (2010-
2011)
(SR PROJECT COORDINATOR)
. Skilled leadership with track record for implementing complex enterprise-
wide strategic initiatives relating to process improvement, automation of
process and implementation of an effective release and change management
structure across business and IT teams.
o Key accomplishments involve implementation of an automated software
development lifecycle ("SDLC") workfow for both business-as-usual
("BAU") and project methodologies across business ("LOB") and
multiple IT platforms between three sister companies.
o Documented existing business and IT processes to identify areas of
improvement. This resulted in a wishlist of items that can be
reviewed with the teams and identify the top priorities that can be
considered when creating a blueprint for automation.
o Led the strategic planning of automating complex business and IT
processes ensuring release and change management processes are
incorporated in all aspects.
o Identified ways to improve communication between all teams
(implementing automated, customized emails within the process)
ensuring clear expectations and workflow.
o Identified synergies between various platform methodologies,
identify gaps and facilitating delicate negotiations resulting in
an efficient, combined solution ensuring minimal disruptions to
business.
. Partnered with Investors Group development and production services team
to lead and implement additional automated process workflows.
o Key accomplishments include clearly identifying and documenting
current processes and identifying areas of improvement and gaps to
present and review with senior management.
o Met deadline to ensure the development team had an effective,
automated process to pass their CSOX/ITIL requirements.
o Launched the business production services automated workflow to
easily have one book-of-record and support system that linked into
their development workflow so the processes and communication
between both teams were seamless.
. Automated all processes by designing, developing and executing created
blueprints by utilizing Serena's Business Manager ("SBM") workflow tool
to over 500 active users.
o Key accomplishments involve successfully developing the tool,
working closely with the vendor support teams and technical
consultants.
o Working with all teams (business and IT) to test and tweak the flow
to ensure requirements were clear and the product was exactly what
they wanted (also ensuring that any changes were clearly
documented).
. Designed and conducted cross-company training sessions to all business
and IS users.
o Key accomplishments involve communicating, scheduling, conducting
and recording effective and engaging training sessions.
o Developing user-friendly and detailed user manual and cheatsheets
separately for both business and IT on all levels.
. Functioned in the support role supporting both IT and business clients
across three sister companies for the workflow application (SBM); and the
in-house shared document repository.
o Key accomplishments involve building a trust relationship with
users resulting in other areas hearing about the success and
wanting to implement their own effective process..
o Created a support workflow within the application) so issues were
addressed timely and effectively and hooked in development and
infrastructure processes as an escalation process.
o Led and supported all changes in the software development lifecycle
("SDLC") workflow.
o Liaised with vendor reps and support personnel for support and
negotiating best licensing prices and agreements.
Manager, Software Quality Assurance (2000-2010)
. Managed team that maintained and enhanced full SDLC change and release
management methodologies; creation of automated schedules and performance
stress and load testing utilizing Cybermation ESP, ChangeMan, PVCS
Version Manager and Mercury WinRunner/LoadRunner products.
o Key accomplishments involve mentoring, motivating and overseeing
the performance of the Software
o Coordinated technical testing and ensured issues were addressed
promptly.
o Maintained the defect-tracking system (Tracker/TeamTrack) for
Mackenzie, Investors Group and LifeCo IS and business teams which
ensured compliance with internal audit requirements.
. Managed software quality assurance for new changes (BAU and projects)
prior to production with emphasis on change and release management.
o Key accomplishments involve directing change and release management
in the lower regions (before production) to ensure all changed
followed internal standards and ITIL requirements.
o Administered Serena's Business Mashups, to ensure best practices
were followed throughout the software development lifecycle.
o Identified process gaps and worked closely with cross-functional
team to implement improvements.
o Created and administered a cross-company shared document repository
(SQA Website) to facilitate information sharing for both internal
IS and external business clients.
o Coordinated with employees creating SDLC documentation and ensured
processes are updated and communicated between teams.
Additional experience as a Y2K Coordinator, Systems, Security & Standards
for the Mackenzie Financial Corporation (1998- 2000) and as a Project
Knowledge Coordinator, ERNST & YOUNG, CHARTERED ACCOUNTANTS (1984-1998).
Education & Professional Development
. Completion of PMP course-set gaining full knowledge of the project
management methodology - PMBOK
. Mackenzie In-House Training: Administrator and Developer Course,
Serena Business Mashups, 2009
. Leadership, Coaching, Business Analysis Decision Making, Business
Writing
. Annual CPR/AED
One person with passion is better than forty who are Merely interested.
-Tom Connellan
JOB DESCRIPTION
What I can accomplish for your company
o Setup interviews to understand the various areas and key people of the
company
o Document process workflows of each team (business and IT) for both
business as usual ("BAU") and project initiatives and changes.
o Understand and document where there are areas for improvement and
possible areas for efficiencies.
o Understand and document gaps within a team and between teams and find
workable solutions where gaps can be closed and teams are communicating
better.
o Review all processes to find common process and identify points where
various processes meet and can be made into standards to improve
communication, expectations and processes between teams.
o Create a proposition for change/release processes that can bring business
and IT teams together and create a book of records so everyone is reading
off the same page.
o Influence and change mindsets to understand and work toward a common goal
through training, presentations and open dialogue.
o Create a glossary of terms so all teams are speaking the same language.
o Introduce tools to use the information gathered to automate the processes
to make each workflow independent or multiple groups work together
seamlessly and efficiently.
o Help management be able to use the information to better report on
process and use metrics to monitor resources and workload.
o Help management use the information to understand all pieces of work for
both BAU and projects and identify where pieces are falling behind or
other work is coming in that needs reprioritization.
o Create an automated process that will create accountability.
o Create an automated process to ensure all mandatory signoffs (in
conjunction with ITIL/CSOX/Audit requirements).
o Train all users including creating manuals and cheatsheets for ease of
transition.
Note that all of the above refers to support for mainframe; O/S; and web
environments and all areas of business.
The following qualifications are required to accomplish these functions:
o 10+ years experience in a Change Control role, in a large development
environment.
o 10+ years experience managing a team utilizing automated Change Control
tool (e.g., Serena ChangeMan for mainframe, Version Manager for O/S,
etc.).
o Experience in facilitating and negotiating between business and IT teams.
o Thorough understanding of the development life cycle ("SDLC") and
promotion path of Application Change for various platforms.
o Use of all MS tools including Visio.
o Excellent communications skills, both oral and written with the ability
to conduct presentations to all levels.
o Ability to conduct training to technical and non-technical audiences of
all levels.
o Ability to create documentation/user manuals/workflows.
o Excellent problem solving and analytical skills.
o Advanced organizational skills.
o Ability to liaise with all levels of departments.
o Ability to work proactively under minimal supervision in a team
environment.
Recommendations Posted Directly in LinkedIn
Manager, Senior Developer/Administrator Serena TeamTrack/Business Manager
Mackenzie Investments
I have had the distinct pleasure working with Lilly. She is an expert in
administering the Tracker/TeamTrack/Business Mashup applications. In
working on different projects with her over a 10 year period, I was always
impressed by her dedication to the job. She is a great person to work with
and to report to!
Mike Richards, IT Consultant, September 28, 2011, Mike worked with Lilly at
Mackenzie Investments
Lil is a dedicated worker she strives very hard to make sure the users are
aware of changes before it is implemented. Lil takes the time to provide
training to numerous individuals across different sites. I can honestly say
I know lots about Serena Business Mashup because of Lil.
Lil made sure the users in Winnipeg were kept informed about the changes
and gave us the opportunity to provide feedback.
Lil has strong problem solving skills, on numerous situations if a staff
member was unable to connect to Serena Business Mashup she was able to
resolved the issue.
Racheline Dubeck, Associate Manager at Investors Group Financial Services
Inc., September 20, 2011, Racheline worked with Lilly at Mackenzie
Investments
I've had the pleasure of working with Lilly at Mackenzie. She is a very
personable and professional person. Lilly trained me on 2 occasions for
both Team Track and Serena Business Mashup. During the training she
demonstrated excellent communication skills and a strong knowledge of the
programs. She was willing and eager to answer any questions I had. She also
went over and above the call of duty by creating training\reference manuals
each time to further assist me with learning the programs. She's a very
likeable individual and great person to work with!
Trish Hoffman, Administrative Assistant to 2 Vice President's in the
Information Services Department of Mackenzie Investments, August 9, 2011,
Trish worked indirectly for Lilly at Mackenzie Investments
I had the opportunity to work with Lilly in several technology integration
projects at Mackenzie. As an IT end-user business partner, working with IT
experts can be daunting, particularly when trying to understand technical
jargon and concepts. Lilly is very talented at balancing her strong
technical competencies with a customer-focused, collaborative approach. Her
communication skills are excellent, and she has the capacity to make the
complex simple, relevant and easily understood.
Rose De Veyra, Manager, Learning Initiatives at Toronto Region Immigrant
Employment Council, August 4, 2011, Rose worked with Lilly at Mackenzie
Investments
I have had the pleasure of working with Lilly at Mackenzie. She is a very
hard worker, dependable and is at the forefront of technology. Lilly is
very good at what she does. She is detailed oriented and delivers results
in a professional manner. She is not afraid to try new avenues of
troubleshooting and is very well spoken. Lilly is an asset to any group or
company she works with and I recommend her wholeheartedly
Anill Maharaj, Security Specialist - Disaster Recovery Coordinator at
Ministry of Government Services, July 28, 2011, Anill worked with Lilly at
Mackenzie Investments
Lily is great to work with and, just as importantly, is diligent, wants to
get things done quickly and done the right way.
Sean Beggs, Technical Specialist, Server Support - Great-West Life, July
27, 2011, Sean worked with Lilly at Mackenzie Investments
I worked with Lily over 8 years, though she and I worked in different group
but we worked togather in many project. Her longest project was Y2K project
was very most successful project. Lily is very telent and active colleage
ever I seen.
Thanksd Kazi Alam
Kazi Alam (Liton), Shoppers Drug Mart (Head Office of Canada), July 26,
2011, Kazi Alam worked with Lilly at Mackenzie Investments
Lilly goes beyond the call of duty often working late nights. She developed
an excellent product everytime and always was a team player. If she
couldn't answer a question, she would find the answers in a timely manner
and often enhanced her product based on customer asks. I would highly
recommend Lilly.
Gillian Rodrigues, Senior Project Lead at Scotiabank, July 26, 2011,
Gillian worked with Lilly at Mackenzie Investments
Lilly is fantastic person to work with, she is very personable and very
focused on being the best at what she does. Great asset to any team!
Nadia Fenton, Senior Analyst at Scotiabank (International Banking Systems -
Relationship Management), July 22, 2011, Nadia worked with Lilly at
Mackenzie Investments
Lilly was a great customer to work with at Mackenzie. She took our SBM
technology and ran with it adding a ton of business value by automating
many business processes. She picked up the solution on her own with a
little support from Serena and did an amazing job. She would be a good
addition to any team, especially in the area of process automation and
workflow applications.
Barry O'Brien, Applications Sales Specialist at HP Software, July 22,
2011, Barry was with another company when working with Lilly at Mackenzie
Investments
Lilly is a very conscientious and creative worker. I cannot remember any
time when I ran into an issue that concerns a product she was supporting
and she wasn't there for me. She encourages creativity and leads by
example. For instance, she put together a team that designed and built a
website for scheduling tests of applications performance. The site for one
thing aimed at showing resources availability and that assisted with
planning testing activities.
Lilly's biggest and most recent assignment was to design workflows for
various application delivery areas and companies. She arranged several
meetings to understand how each area worked and looked for commonalities in
order to minimize the number of workflows design. I highly recommend Lilly
and would love an opportunity to work with her again.
Huda Alazzawe, Web Development Leader, July 22, 2011, Huda was Lilly's
client
Lilly was a pleasure to work with. She was always professional and most
importantly, enthusiastic about her work. She was always interested in
improving the efficiency of applications she built. Her knowledge of her
environment and how to adapt the application to deliver improvement to her
clients was obvious. Lilly demonstrated strong technical proficiency which
can be said for most people in her position. However her business acumen
was equally skilled which in my opinion separated her from the pack. Lilly
would prove to be an asset to any employer that required her special skill.
I highly recommend Lilly and I am certain that she will excel in any
company that she chooses to work for.
Steve Giovanelli, Proprietor, Dashwood Custom Creations, July 22, 2011,
Steve was a consultant or contractor to Lilly at Mackenzie Investments
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