Director of Information Technology

SUMMARY

Senior bilingual Information Technology and Customer Service Professional with more than fifteen years of experience, twelve in the Telecommunications Industry, four in Health Care and two in the Perimeter Security Sensor market. Experience leading an entire IT organization and PMO, including multi-disciplinary teams responsible for Project Management, Customer Service, delivery and technical support as well as field service delivery experts all the while achieving success in a range of progressive positions by demonstrating skills in:

Project Management

Strategic Planning

Technology Implementation

Product Support

Customer Support

Relationship Management

Budgeting/Forecasting

Team Building

Coaching & Feedback

Negotiation

PROFESSIONAL EXPERIENCE

Senstar January 2013 to July 2014

Director of Systems and Customer Service

Senstar is the trusted choice and industry leader in perimeter security solutions. They research, develop, manufacture and market the largest portfolio of sensor technology based security products and systems in the world.

Reported to the General Manager, responsibilities included management of the Systems Integration and Customer Service groups.

Responsible for all aspects of the Systems Integration and Customer Service businesses including sales (six months), project management, delivery and support.

Provided leadership in relations with Senstar partners and clients including the Canadian Federal Government.

Managed the implementation of Senstar’s CRM system for the customer service business (Maximizer).

Introduced Project Management processes and procedures to align with industry best practices.

Created a dedicated support help desk and defined KPI’s for measurement.

Introduced and facilitated team building sessions to improve communication and morale within the group.

Mentored senior employees.

Initiated succession planning for key long term employees.

Supported the sales process with technical input for RFP’s.

Negotiated and managed sub contract agreements with suppliers.

Accentus

Director of Information Technology 2009 to 2013

Accentus delivers products and services that help healthcare organizations reduce costs, improve efficiencies and facilitate smarter decisions across healthcare that promotes quality clinical documentation.

Reporting directly to the President managed all aspects of the Information Technology department including network, security, data centers and help desk.

Responsible for the migration of Accentus’ applications to a new redundant data centre including a technology refresh, disaster recovery planning and implementation.

Responsible for the support of all Accentus hardware and software including Servers (Linux, Windows), Storage (SAN), Network (Cisco Firewalls, Routers, Switches) and Telephony infrastructure.

Responsible for managing Accentus 24x7x365 help desk including involvement in technical escalations.

Responsible for the evolution of Accentus’ technology offering from in house servers to a cloud based software as a service (SaaS) product.

Responsible for maintaining 24x7x365 availability of Accentus applications.

Responsible for the selection and implementation of VMWare software to increase system availability.

Defined and drove improvement in help desk metrics (KPIs) resulting in an improvement in customer satisfaction.

Created and managed a Project Management Office (PMO) that was responsible for the implementations of Accentus products.

Managed the integration of Accentus software and systems with secure hospital and provincial health care networks utilizing HL7.

Managed access to Accentus systems.

Managed the selection and implementation of a companywide CRM system (Salesforce).

Directly managed product implementations as required.

Successfully managed the integration of three company acquisitions into Accentus including three new products resulting in a shift of their core technology.

Managed the acceptance and adoption of new core technology within Accentus and with clients including migration planning and implementation.

Managed software development and QA of Accentus’ Production Tracker and Sapphire products as well as the integration of the newly acquired MScribe and Apex applications. Languages used were ASP.NET, C#, VB. Databases included Microsoft SQL and Oracle.

Managed the telephony infrastructure and development for access to Accentus dictation applications.

Responsible for all aspects of the Information Technology budget including forecasting, planning and execution.

Responsible for investigating and responding to reports of security and privacy breaches by Accentus staff or of Accentus systems.

Responsible for IT and systems conformance to privacy legislation (PIPEDA, HIPAA)

Responsible for system and network data security (Servers, Network, Data Centre)

Negotiated contracts with vendors and reviewed and approved client contracts.

Responsible for completion of the technical portions of all RFPs and attended customer presentations with the Accentus sales team.

Attended quarterly Board of Directors meetings and reported on IT initiatives.

Comverse

Regional Service Director, Comverse Americas Services 2006 to 2009

Comverse is a leading global provider of telecom business solutions that enable communication service provider success in the hyper-connected world through service innovation and smart monetization. The company’s proven and innovative product portfolio includes BSS, Policy Management (PCRF) and Enforcement and Digital & Value Added Services – all backed by Managed and Professional Services. Comverse’s extensive customer base spans more than 125 countries with solutions successfully delivered to over 450 communication service providers serving more than two billion subscribers. Comverse’s solutions are available in a variety of delivery models, including on-site, cloud, hosted/SaaS and managed services.

Managed a geographically dispersed, multi-national service and delivery team responsible for Tier 1 and Tier X carriers in North America with responsibilities for project and client management, system installation, integration, ATP and after sales support of Comverse products.

Responsible for delivery and support including customization and maintenance life cycle as well as hardware installation and support for Sun, IBM, HP, Compaq, Cisco and Comverse proprietary components.

Was responsible for the delivery and support of Comverse products in Data Centre environments including highly available and geographically redundant solutions. Deliveries of Comverse products included significant, complex integrations into multi- vendor carrier networks as well as associated testing and acceptance.

After sales support included 24x7x365 management of the Client Lead function as well as cross functional Tier 3 and Tier 3.5 support teams in the Comverse Technical Assistance Center.

Managed responses to security breaches and investigations involving Comverse equipment.

Support management included escalation management for issues that could not be resolved within SLA or that required a higher level of technical support.

Achieved the highest overall customer satisfaction scores for delivery (9.0) and Support (9.3) in the division for the final three years at Comverse.

Was part of the team that quadrupled Tier X sales between 2005 and 2008.

Supported sales teams with strategic and technical advice, RFP responses as well as presentations to our clients.

Responsible and accountable for project estimation, resource management and the project commitment process.

Directly managed delivery projects when resource constraints required it.

Developed and maintained report formats for quarterly and annual reviews.

Provided ongoing weekly and monthly status reports for executive management.

Maintained stakeholder relationships through the VP level at Canadian Tier 1 and Tier X clients.

Negotiated and managed to Service Level Agreements.

Delivered quarterly service and delivery reviews to our clients.

Director, Field Operations, Comverse Americas Services 2000 to 2006

Managed a geographically dispersed, multi-national (North America, Central America, South America and the Middle East) team of Field Service Managers and Engineers who were responsible for the onsite activities related to deployment and support of Comverse products.

Project managed deliveries of Voice Mail and SMS to Rogers and Bell Mobility.

Provided technical input and advice to account managers.

TRM and SMS Expert, Comverse Americas 1997 to 2000

Provided expert level support for Comverse TRM and SMS products to clients in the Americas region (North and South America).

Support included aiding Tier 3 with break / fix issues, data and network security consulting and support, application integration and installation and upgrade support.

Support included operating systems (UNIX, VMS and Linux), Relational Databases (RDB SQL) and applications.

Authored and delivered a TRM training course to Comverse employees and clients.

Digital Equipment Corporation

System Manager, OMS 1991 to 1997

Managed VMS systems for a major Canadian client (Canada Post) as part of Digital’s Outsourcing Management Service.

Support included break / fix as well as project related activities in a Data Centre environment.

Budget Rent a Car

System Manager, Trainer 1988 to 1991

Managed a VMS system for Budget Rent a Car’s Ottawa operation running Budget’s car rental application suite.

Supported peripherals including modems and printers at each location.

Provided application training to all Budget new hires.

EDUCATION

Professional:

Service Strategies (SSPA) - Certified Support Manager – 2005

Comverse – Advanced SMS – 1998

Comverse – Basic Trilogue Infinity – 1997

Digital Equipment Corporation – UNIX System Administration - 1996

Microsoft – Windows NT Certified Professional – 1996

Digital Equipment Corp – VMS System Management - 1991

Academic:

B.A. (Honours) Carleton University (Biology and Physical Geography) – 1989

SECURITY CLEARANCE

NATO Secret

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