Manager Customer Service

Paul Neo

**** ****** **** ****, *********** ON, L5N 8E6

Res: 905-***-****, Mobile 416-***-****, Email: ********@*****.***

Paul has more than 16 years of management experience in the IT area from

Smart Phone High-Tech, Financial Services, Government, Telecommunication,

Logistics areas, and Consulting. Paul is a relationship builder at a

senior level in multiple organizations from internal partners, business

units, to external vendors, and a subject matter expert. Paul's experience

extends into Application and Enterprise Architecture, Infrastructure

Operations Management, Big Data and Social Analytics, Infrastructure

Architecture and Optimization, High Availability and Disaster Recovery

Architecture for regional/global data centers, and Cloud IaaS/PaaS in

Operations Automation. Paul obtained a Master's degree from University of

Western Ontario and Bachelor's degree at University of Windsor. Paul's

current and past positions: Director of Engineering at Royal Bank; Global

Director of BlackBerry Operations; Program Manager at Sungard Availability

Services; Director of Operations and Architecture at Livingston

International; Director of Emerging Technology and Architecture at Rogers;

Director of QA at CIBC Electronic Banking; and Director of Technical

Support at CIBC.

Technology Focus

Professional Experience

Royal Bank Canada (2013- apr/2015)

Director Engineering, Global Technology Infrastructure

As Director of Engineering

. Build and develop Royal Bank's engineering capabilities for the future to

enable:

o Legacy Transformation and cost optimization

o Private Cloud for abstract infrastructure services

o Big Data initiative (Vertica columnar DB, Hadoop)

o Infrastructure optimization and introduction of architecture

simplicity

. Completed RBC Insurance mainframe (Ingenium) modernization from COBOL and

DB2 to JAVA proof of concept and initiated project for code migration.

Achieved Insurance reserve cost saving of $30 million annually.

. Tasked with expanding RBC engineering department to attract and retain

talent for reviewing mainframe, proprietary Unix, proprietary middleware,

proprietary databases workloads and its' reduction. Work closely with

Enterprise Architecture and ARB (Architecture Review Board) to define

standards and engineering guidelines as a move forward direction

. Completed a total of 6 vendor Private Cloud IaaS products evaluation and

engineering validation. Published Strategy, recommendation, and Pattern

workload cost model for next phase PaaS/DevOps transformation.

. Perform a review of the operations environment and developed a program to

deliver multiple initiatives for infrastructure optimization that

leverage process governance and technology certification for currency.

Technology portfolio: VMware vsphere 6.0, RedHat 7.0, Oracle 12c, Exadata

x5, vBlock, MS SQL2014, JBoss, UCS manager 2.0, Flex, Intel Haswell,

Intel Broadwell

. Forge ahead with "changing the bank" creating roadmaps, certifying

technologies, drive proof of concepts, and benchmarking to deliver

business solutions.

. Completed evaluation of Microsoft Azure Cloud and functional/non-function

validation in preparation of private to public cloud integration for

DevOps.

. Completed evaluation and PoC of Delphix and Actifio for Database, file

virtualization. Instantiated a production environment for data currency

to enable risk calculation in capital markets and a total savings of $1

million recurring cost.

. Completed TCO analysis and compute vs IO benchmarking of Nutanix,

Simplivity, and traditional UCS or Flex to demonstrate hyper-converge

infrastructure readiness to scale, deliver homogeneity and standards,

cost savings area, and organization efficiency improvement opportunities.

. Completed benchmarking Converged Infrastructure Gen 2/Gen 3 and

engineering thresholds for hyper-converged systems Nutanix, Simplivity,

and all flash storage like Whiptail, Solid Fire, Coho Data, PureStorage,

Tegile, EMC ECS ViPR, EVO Rail, Caringo, Storiant. Adopted Nutanix for

small offshore remote desktop users as a production validation.

Research In Motion (BlackBerry) (2008-2013)

Global Director BlackBerry Operations

As Global Director BlackBerry Operations

. Delivered a total of $68 million in recurring capital cost savings for

BlackBerry customer facing operations through automation, containment of

risks in service recovery, Database systems standardization, Server

platform high-availability architecture, Storage benchmarking/sourcing,

systems benchmarking and comparison, and proprietary Unix migration to

Linux workloads

. Delivered a total of $50 million in recurring operational cost savings

for BlackBerry customer facing operations through architecture changes in

data centers, and contract re-negotiations

. Completed 9 global data centers build/launch for BlackBerry Operations in

EMEA, AP, and NA regions with high degree of automation for BlackBerry

Global capacity expansion or 12 to 66 million subscribers.

. Evaluated BigData Analytics Technologies GreenPlum, Vertica, Exadata,

Hadoop and Cassandra databases and NoSQL. Implemented Hadoop,

Cassandra, and GreenPlum for social analytics.

. Act as an Advisory role to senior executives on architecture gaps, data

fragmentation, and application architecture issues to provide

benchmarking and testing capabilities.

. 16 full life cycle implementations a year for 4 years with Oracle 9i,

10G, 11G including single instance, RAC and EXADATA.

. Delivered Storage Tier Architecture in BlackBerry Operations:

o Evaluation and benchmark of solid state storage (RAMSAN),

Enterprise Storage, Cache Tier storage, and FIO

o Incorporated 3-tier storage in Database and non-databases within BB

Ops

o Mass migration of Database into Fushion IO storage in high

performing database services tier

. Completed three main goals at BlackBerry Global Operations:

o Implemented global disaster recovery for all services databases at

BlackBerry Operations and its associated data centers (SOX

compliance)

o Implemented data backup and retention solution for all services as

part of compliance and local regional requirements

o Implemented database and platform release maintenance program to

not exceed 3-minutes downtime to avoid customer penalty

o Eliminated proprietary HP-UX RISC/Itanium infrastructure and

migrated to standard Linux base x86 commodity servers with

automation and cost reduction

. Relationship management and SLA management:

o Accountable for BlackBerry databases and storage high-availability

and resiliency to meet contractual requirements where penalty

applies. Implemented zero-downtime methodology to avoid planned

outages for databases and storage

o Performed technology stack alignment and reduce complexities

o Partner with HP, IBM, CISCO, EMC, Oracle, BMC, CA, etc

o Partnered with Engineering to ensure consistency and feedback

mechanism

. Competencies re-alignment:

o Expanded support staff globally in support of data center expansion

for North America and EMEA regions.

o Built lights out remote management capability

o Embraced breaking the silo of groups to provide opportunity for

skills growth and complement to support automation activities

. Collaborate and build relationships with Engineering, Development, PMO,

Network Command, Customer Service Operations, Executive Team and External

Vendors to accomplish the above

. Technology set includes: CISCO, HP-UX enterprise class servers, Windows,

Ironport, McAfee, Linux/RedHat/Suse/OEL, Hbase, VMware, IBM blades

systems, HP blades systems, Cisco UCS, EMC storage/smarts/RSA, NetApp,

SUN/Oracle, Brocade, Cloud Orchestration, Vplex Cloud, APC rack systems,

data center alerting/monitoring systems.

Sungard Availability Services (2007-2008)

Program Manager

As Program Manager

. Managed a team 25+ including project leads to deliver one of Sungard's

major client Disaster Recovery Program:

o Provided advisory, assessment, roadmap, and oversight for disaster

recovery architecture and recommendation for DR solution specific

to data replication

o Executed and delivered Phase I & II of DR program to achieve RTO of

72 hours days and RPO of 48 hours

o Technology consideration includes: SAP ERP R6.4; Oracle 10g, Sun

Solaris 10, AIX 5.3, Novell GroupWise, DWDM, Cisco 6500, IBM

Websphere HTTP/Portal, Veritas/Symantec Netbackup, data replication

SAN/Host/DBMS and cluster software

Livingston International (2006-2007)

Director Operations and Architecture

As Director Operations and Architecture

. Managed a team of 40+ to provide IT operations optimization and

integration in Windows, Linux Oracle OTMS, AS 400, Citrix, HP Blades,

Kofax, RightFax platform environment

. Provided cost savings of $8million with server virtualization and

implementation of Citrix Farm for increased resiliency, reliability and

cost reduction

. Program managed delivery of PBB Logistic Integration; Data Center

Consolidation; Data Center In-sourcing; Sales force application

provisioning; and Transportation systems implementation (GLOG OTMS)

. Implemented clustered based email exchange for high-availability and an

expanded user base out of Canada and major US ports offices

. Completed and delivered disaster recovery plan and processes for existing

and acquired IT components

. Technology exposure: Oracle OTMS, Glog, Linux Red Hat, HP Blade, Citrix,

LoadTech Express, TEDS Transportation and Brokerage, IBM DB2 Content

Manager, IBM Tivoli monitoring, ITIL, Kofax Ascent Capture, RightFax

Captaris, EMC Clariion, Veritas/Symantec Netbackup, BCP, DRP, Windows

server 2003, MOM, IBM AIX 5.3, Oracle 9i, Oracle 10g, Oracle Enterprise

Grid manager, Oracle ASM. VMware VI 3.0 infrastructure virtualization.

Rogers Communications Inc. (2002-2006)

Director Emerging Technology and Architecture

As Director Emerging Technology and Architecture

. Managed a team of 15, leveraging market place emerging technology,

prototype them at Rogers for business applications recommendation

. Responsible for Oracle 9i and Oracle EBS 11i finance, supply chain, and

demand management modules implementation. Provided technical SME and

Executive vendor management and implementation guidance including a POC

. Performed operational enhancements through introduction of infrastructure

level optimization and automation

. Introduced and adopted TOGAF architecture framework and utilized Popkin

Software, enterprise data warehousing concepts, single view of a customer

and customer information encapsulation within the CRM program

. Completed initial discovery of OSS/BSS framework as part of mapping as-is

artifacts into Popkin with TOGAF framework. Address Customer, Account,

and Product domain

. Introduced customer information and product data HUB concepts with

prototypes to achieve information federation between silos of Rogers

companies to achieve data integration

. Completed delivery of Enterprise Data Warehouse; Call Center Operational

CRM; Customer Value Segmentation and Profile; Enterprise Application

Integration (GDCM). Successfully delivered a 10 TB oracle 9i data

warehouse (3NF). Work group with Bill Inmon through Bob Terdeman for

Information Factory design and build validation.

. Strategically help drive Rogers Single View of the Customer Program that

encompasses Call Center Transformation, Enterprise Data Warehouse

(Analytical CRM), Call Center Operational CRM (Close Loop Marketing and

Campaign Management), Architecture Integration with SOA, Customer Facing

Interface Renewal, and Product correlation predictive modeling BI

. Technology exposure: Linux, BEA, NCR Teradata, IBM UDB EEE, Oracle 9i,

Oracle 10g, IBM Websphere, SeeBeyond, WebMethods, TIBCO, IONA, BPM

suites, Informatica, Ascential Data Stage, HP Blades, IBM Blades, HP

Itanium Integrity, EMC, Hitachi, Cognos, MicroStrategy, KXEN,

SAS,e.Piphany, Siebel, HP ZLE, RFID, Oracle Financial, Oracle SCM, SAP

BW, SAP CRM, DWL, Siperian, Journey Software, Trigo Technologies

PriceWaterHouse Coopers Consulting (2001-2002)

Principal Consultant

As Principal Consultant

. Managed a team of 28 to deliver quality assurance for Master-Card program

re-engineering at Bank of Montreal to deliver automated testing in a 3-

month engagement

. Managed a team of 15 to introduce EAI concepts and application

integration technology at WSIB to deliver:

o Zachman framework assessment and foundation in Application

Integration Architecture

o Recommended Integration roadmap as part of a business

transformation program

o Performed application architecture discovery, derive current state

and map future state application integration requirements

. Participated in Emerging Technology center of excellence: Enterprise

Application Integration (EAI), Service Oriented Architecture (SOA),

Customer Relationship Management (CRM), Business Intelligence Data

Warehouse, Technology Portal and Knowledge Management

. Vendors/Partners engagement for knowledge acquisition in: BEA weblogic,

IBM websphere, SeeBeyond, WebMethods, TIBCO, NCR Teradata, IBM UDB EEE,

e.Piphany, Siebel, Oracle, PlumTree, Vignette, etc

CIBC Electronic Banking (2000-2001)

Director Quality Assurance

As Director Quality Assurance

. Built a new quality assurance team of 12 subject matter experts to

support CIBC e-Commerce division and introduced quality testing

framework/process

. Performed a division wide quality assessment state and measured testing

capabilities to identify gaps leading to implementation of release

testing methodology, automated regression testing

CIBC Personal & Commercial Banking

Director Technical Support (1997 - 2000)

Database Consultant (1990 - 1996)

As Director Technical Support

. Manage a team of 113+ providing Technical and Testing support including

database administration, change release management, and test lab

automation

. Supported design (logical/physical), development and testing of multiple

Oracle database banking applications implementation

. Performed multiple database design (logical/physical) as part of projects

initiative and architecture review process

. Manage banking test-lab administration and automation, Systems Integrated

and User Acceptance Testing

. Relationship manager to lines of business CIO and manage operations

service level agreement for development and testing infrastructure

availability and capacity planning

. Plan infrastructure and technology architecture, map strategic roadmap

with Operations and technology vendors while managing vendor negotiations

. Provided support for development and testing infrastructure consist of

IBM Mainframe, Tandem Non-Stop, IBM AIX, Sun Solaris, Windows, EMC and

Hitachi storage arrays, ATM/POS machines, VISA network, Banking branch

teller and banking batch back-end process

Education

B.C.S., Computer Science, (University of Windsor, Ontario) 1988

M.Sc., Computer Science, Distributed Relational Databases, (University of

Western Ontario, Ontario) 1990

Publications

Big Data and Social Analytics Cloud and Operations Automation

QA and SDLC Methodologies Enterprise Architecture and Application

Package software implementation Integration

Customer Relationship Management

Vendor Software Selection Converge Infrastructure Engineering and

Deployment

1. "Brain System And Their Interrelationships Modeled Using Prolog",

Proceedings of The Fourth International Conference On Systems Research,

Informatics And Cybernetics, Baden-Baden, West Germany, August 1988.

2. "On The Use of Distributed Joins for Processing Interlibrary Loans", ACM

Symposium on Applied Computing, March 1991.

3. "New Technology Approach Promises Better Response to Events Using

Complex Events Processing", Financial Executive International, August

24th, 2005

Contact this candidate