Customer Service Project Manager

STEVE RAUSA

*** **** **., ******** ****, Ontario L4C 4B2

Ph: 416-***-**** Email: *****.*****@*****.*** LinkedIn: https://www.linkedin.com/in/steverausa

SENIOR INFORMATION TECHNOLOGY PROFESSIONAL

Senior IT professional with over 15 years of extensive experience managing projects and people, performing business systems analysis, infrastructure planning, system implementations and vendor management. Strategic problem solver with the ability to envision the Big Picture, mobilize and motivate support staff, and drive business needs into streamlined processes, workflow and customer satisfaction. High level of customer service, client relationship management and negotiation skills throughout my career. Areas of expertise include:

Project Management

IT Strategic Planning

Vendor Relations

Service Management

Contract Negotiations

Implementation Coordination

Customer Service

Budgeting & Planning

Client/User Training

KEY ACHIEVEMENTS:

Led various line-of-business projects which included upgrades to computers, servers, and migration of the operating system from Windows XP / Office 2003 to Windows 7 / Office 2010 encompassing over 8000 TD Bank Wealth users across Canada.

Managed several projects for the Alcohol and Gaming Commission of Ontario which included migrating from an AS/400 system to MS Windows, and developing website functionality for reviewing senior executives’ Travel and Hospitality Expenses as mandated by the Ontario government’s initiative for public disclosure.

Directly managed and implemented a time and scheduling software application project for over 1200 users at Ontario March of Dimes that contributed to the service delivery in all 14 Local Health Integration Networks (LHIN’s). Managed vendor relationship ensuring project costs and deliverables were met.

PROFESSIONAL EXPERIENCE:

Easyhome Ltd., Mississauga, Ontario 2015 - 2015

IT Project Manager

Managed IT projects which included migrating existing databases to an Enterprise Data Warehouse (EDW) model utilizing ETL tools and coordinating internal and off-shore resources.

Canadian Imperial Bank of Commerce (CIBC), Toronto, Ontario 2013 - 2014

Senior IT Project Manager (Contract – 6 months)

Managed several projects for the Enterprise Architecture and Information Security group (EA&IS) which included an internal Phishing Awareness campaign, a desktop portal Proof of Concept utilizing Microsoft Dynamics CRM/USD (Unified Service Desktop) and implementation of a Secure USB Key tracking program.

Toronto Dominion Bank (TD Bank), Toronto, Ontario 2011 - 2013

Project Lead/Business Analyst (Contract – 2 years)

Led several TD Wealth LOB projects, encompassing over 1700 users across Canada, to migrate from Windows XP / Office 2003 to a Windows 7 / Office 2010 platform requiring assessment of each LOB’s business supported applications, remediation of affected applications, and identification and tracking of remediation efforts utilizing release management methodology and procedures.

Led a TD Wealth project to upgrade over 100 servers for TD Bank branches across Canada which required gathering and verifying technical configurations, drafting a Statement of Work (SOW), deployment plan preparation and coordination of vendor resources.

Alcohol and Gaming Commission of Ontario (AGCO), Toronto, Ontario 2010 – 2010

Project Manager (Contract – 6 months)

Responsible for managing several software development projects for their IT infrastructure restructuring initiative moving to an enterprise service model.

Produced detailed project status reports utilizing MS Project/Office/SharePoint and Visio for tracking of tasks, managing the team and resolving day-to-day issues.

Essar Consulting Inc., Richmond Hill, Ontario 2009 – 2010

Owner / Sole Proprietor

Offered a clear straight forward style to provide project management, business analysis and technology solutions for SMB’s ranging from analysis and evaluation of client technology to managing specific project’s to meet client needs including training, system upgrades and security assessment for companies which included Bureau of Broadcast Measurement (BBM) Canada and H&R Block (Uxbridge).

Ontario March of Dimes, Toronto, Ontario 2008

IT Project Manager (Contract - 7 months)

Managed several concurrent IT projects utilizing MS Project, MS Office and Visio for the implementation and transition to an enterprise-wide employee timesheet and scheduling application, from a paper-based system, directly tied into the HRIS/payroll system and designed to upload and fully adhere to Ministry of Health and Long Term Care reporting requirements.

Vendor management duties encompassed negotiation, planning, execution, senior management status reporting, coordination of vendor support staff and training, and creation of user documentation.

Maintained continuous alignment of program scope with strategic business objectives ensuring Quality Assurance (QA) criteria and Service Level Agreements (SLA’s) were met as agreed upon by all stakeholders.

Bell Canada, Toronto, Ontario 2005 – 2007

Business Systems Analyst

Worked on projects involving critical analysis of new telecommunications network cards, revised the implementation methodologies and tested the impact to the Network Provisioning and Planning application resulting in the successful deployment of equipment by field technicians within project timelines.

Drafted and revised operational documentation for front-line staff incorporating new network card functionality reducing the steps and time required to add new users. Communicated new operational procedures to users through several training sessions.

Towers Perrin, Toronto, Ontario 1999 – 2004

IT Service Manager

Responsible for a project to consolidate several hardware and support vendors to a single source, issuing RFQs/RFPs, assessing needs and negotiating pricing which resulted in a 15% year-over-year cost savings.

Successfully managed a migration from Windows 98 to Windows XP, on-time and on-budget, affecting 450 users at the Toronto office location which included moves, adds and changes for all desktops and laptops.

Managed IT contracts of new equipment and services ranging from $1.5 million to $4 million.

Instituted and chaired quarterly user group meetings and interfaced regularly with “Line of Business” leaders to define and implement SLA’s. As a result of this and other service operations support initiatives, the Toronto office was rated #1 in a corporate-wide user satisfaction survey.

Compugen Systems, Richmond Hill, Ontario 1996 – 1998

Field Services Manager

Responsible for managing over 35+ on-site IT support staff at Dofasco and Enbridge.

Resolved inherited service support issues at Dofasco by: interfacing regularly with the senior Dofasco management team and on-site support staff, revising the SLA’s, re-formatting status report content for the client, defining on-site service support expectations and implementing new service process improvements.

EDUCATION:

ITIL v3 Foundation - CTE Solutions

Fundamentals of Project Management - Schulich School of Business

The Role of the Business Analyst - Schulich School of Business

Soliciting User Requirements - Schulich School of Business

Business Process Modeling - Schulich School of Business

Planning for User Requirements - Schulich School of Business

Conflict Management and Confrontation - Fred Pryor Seminars

Successfully Managing People - York University

Computer Technician Program - CDI College

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