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Management Support

Ottawa, Ontario, Canada
October 28, 2016

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Career Objective:

A results oriented IT leader seeks the opportunity to leverage practical and proven analytical, change, and project management skills that will enable an IT team to effectively anticipate and serve the business interests of their internal and external clients.

Qualified by:

More than 15 years of progressively more responsible IT professional and leadership roles within complex environments. Areas of experience include:

Application Support Management

Vendor Relationship Management



Contract Negotiation

Axios Assyst

Client Relationship Management

Vendor management

Quality Center Administration

Project Team Management

Service Level Agreements

Performance Center Administration

Employee Engagement


Change Management Procedures


COTs Software Deployments


Forecasting/Estimating Budgets

IBM Cognos TM1

Selected Professional Accomplishments:

Ensured that 95,000 Canada Post, Purolator, and Innovapost users experienced minimal operational disruption during the CGI to Wipro/Bell data center engagement project by leading the team that redeployed the development, staging, and production environments for each of the 15 applications supporting Innovapost business processes.

Maintained and enhanced the functionality of the ITSM tool accessible by 95,000 Canada Post Group of Companies users by co-leading the successful application upgrade from Assyst Version 9 to Assyst Version 10 on schedule and budget.

Ensured that the Canada Post Group of Companies consistently and reliably provided application and development by performing multiple technical Quality Center upgrades and deployments that included over 600 active and archived projects.

Enabled internal applications support teams to meet client expectations by forecasting and budgeting application support needs with each client, building support models, developing SLA’s, and determining resource requirements.

Enhanced coordination, reduced application defects, and reduced costs by implementing rigorous change management processes and procedures with the internal Innovapost application support team.

Effectively responded to increased client demand to support 10 additional applications by recruiting, selecting, and training 18 additional technical applications support consultants.

Reduced software maintenance costs by $900K over a 2 year period by internally assuming all technical applications support maintenance and a further $200K of ongoing annual maintenance costs by re-purchasing the current version of HP Quality Center at a reduced price.

Significantly reduced printer repair costs and the consumption of paper and toner by initiating and leading the Innovapost printer refresh project that updated aging printer infrastructure and included the purchase of 60 new Lexmark network printers and 60 badge readers

Ensured the continuity of application support service by volunteering to assume the management responsibilities of a departing colleague over a 3-month period until a replacement could be selected.

Ensured that Innovapost continued to employ, engage, and develop a productive work force by consistently conducting mid-year and annual performance appraisals for 22 application support team members and identifying developmental opportunities.

Employment History


Innovapost is the Information Technology Shared Services provider for the Canada Post Group of companies. They provide client specific Information Technology, Information System, and Business solution services exclusively to Canada Post, Purolator and SCI.

Senior Consultant Application Support Manager (2013– 2016)

Maintain the business and technical relationship between Innovapost and the Canada Post Group of companies.

Advise on moderate to complex integrated projects that span from applications and business areas. Areas include significant business, political or high profile impact and high risk dependencies from concept to final implementation.

Communicate with various departments within multiple client organizations (IPOST,CPC,and PCL) with respect to their problems/issues, development and support needs.

Seek to bridge any gaps between the various teams at Innovapost while resolving those demands.

Oversee multiple teams of technical consultants responsible for maintaining and supporting numerous COTs application environments.

Performed employee evaluations, day to day supervision and career development plans.

Build a cohesive team of IT professionals where I provided coaching and mentoring in all areas required.

Provide input for business and technical requirements for all projects.

Define project scope

Develop detailed work plans

Develop project estimates

Develop resource plans

Develop project time lines and schedules

Report project status and analysis

Maintain vendor relationships pertaining to contract and rate negotiations.

Maintain vendor relationship pertaining to software and maintenance pricing and quotes.

Escalation point for 24/7 pager support for all internal Innovapost applications.

Application Support Team Lead/Technical Consultant (2002 – 2013)

Communicate with clients to maintain and determine requirements with vendors to ensure quality of service is provided.

Supervise all day to day activities of the internal Innovapost application support team to ensure all duties are performed in accordance with policies, procedures and standards.

Provide project management and coordination of managed releases for change requests.

Evaluate and monitor individual and team performance to provide feedback to management.

Monitor performance of assigned applications in terms of deliverables, coordination of tasks, resources, implementation, functionality and quality.

Responsible for all team change management documentation/procedures.

Maintain up to date application documentation reflecting the current functionality and technologies applied.

Escalation point for 24/7 pager support for all internal Innovapost applications.

ExcelHr (1999 – 2002)

Quality Assurance Tester (Canada Post Corporation)

Provide QA testing services to Canada Post Corporation. Worked with the web and integration team on the development and execution of all product/UAT test scripts for all new web applications.

Implemented new testing processes and procedures related to defect reporting and resolution.

Responsible for creating and executing tests scripts for a variety of web applications.

Postal Code Lookup

Delivery Confirmation (Track a Package)

Post Office Lookup

Business Connections

Responsible for documenting all defects to be reported to development team for resolution.

Education/Professional Development:

Algonquin College 1999 - 2002

Business Administration (Major Materials and Minor in Computer Science)

Algonquin College 2005

Software Quality Assurance and Testing

Ottawa University 2016

7 Habits of an Effective Person


Team of the Year 2011, 2012


Award given to the top Application Management/Application Development Team in the organization.

Project of the Year 2012


Award given to the top Project Delivered by an Application/Management/Application Development Team in the organization.

Project of the Year 2013


Award given to the top Project Delivered by a client implementing Axios Assyst.

Secret Level Government Clearance

References Upon Request

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