Information Technology Project Management
Resume:
TROY JACKSON,PMP
587-***-**** • ********@****.** • Calgary AB
Accomplished, results-focused Information Technology professional PMP, ITIL with over 20 years of progressive leadership experience. Proven experience leading and managing a wide portfolio end-to-end delivery of IT services & modernization projects. Ensuring alignment with business, stakeholder and service level agreements(SLA) are met while maintaining a high level of client satisfaction.
Personal
Summary
Skills • Microsoft Office Suite
• Power BI
• Microsoft Project
• Microsoft Dynamics 365
• Visio
• Google Workspace
• Jira
• Adobe Creative Suite
• Oracle Database
• SharePoint
• Kanban Board
• Smartsheet
09/2023 - Current
Technology Service Delivery Manager- IT Operations, Microserve Experience
Responsible for the overall direction, coordination, implementation, execution, control, and completion of IT systems integration projects
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Ensure IT services and systems are fully supported liaising between business units and vendors support service for escalated items
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Develop the short- and long-term technology plans for specific business function(s) by participating strategic, tactical and operational planning
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Educated & instilled the confidence in AHS's Operational and Engineering teams on the proper operation, implementation and support for the wireless network by providing them with the necessary knowledge transfer, processes information & network tools
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Resulting in AHS saving money by completing a wireless implementation in another wing of their campus independently
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Manage multiple project teams across the entire project lifecycle including financial planning, budgets, change orders, product specifications, project planning, procurement decisions, implementation, integration, quality assurance, training and deployment
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Ensure quality practices are followed while delivers projects and services including benefits reviews, process and requirements assessments, design quality, testing, and deployment Ensure projects are effectively transitioned to operations, including hyper-care leadership
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• ! Project/Program Management
• ! Change Management
• ! BudgeIng & ForecasIng
• ! Service Improvement/Management
• ! Strategic Planning
• ! Cybersecurity /Cloud Architecture
• ! RF Engineering
• ! Client & Vendor RelaIons
• ! TelecommunicaIons
• ! Risk Management
10/2018 - 09/2023
Technical Service Delivery Manager - Network Implementation, ROGERS COMMUNICATIONS - Canada
06/2016 - 10/2018
IT Project Manager, Amazon Web Services (AWS)
Deployment, Integration and field trial of BB6648 & AWS3 hardware across Mid-West region, successfully delivering over 95% of 5G site integration leveraging site data analysis and forecasting
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Analyzed various sites' data and trends to identify growth opportunities and improve operational efficiency
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Develop and maintain program roadmaps for the 5G site integration projects, effectively communicated program objectives and milestones to cross-functional teams and stakeholders
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Collaborate with business unit SMEs to gather and analyze requirements for new hardware products, including features, specifications, process consistency and performance criteria for the successful deployment of the BB6648 & AWS3 bands
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Worked closely with vendors and suppliers to ensure hardware components of the 5G integration products meet project specifications, performance, reliability, and safety standards
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Collaborate with the program leadership team to assess and mitigate risks, providing regular project status updates to sponsors, Operational Excellence team for transparency and alignment on program objectives and progress
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Coordinates testing and validation activities, including prototype testing, regulatory compliance testing, and user acceptance testing
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• Proactively communicate results, issues, risks, constraints, and assumptions to management Manage change requests and updates to product specifications or requirements throughout the development process
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Orchestrate the standardization of processes and procedures, while monitoring process improvements for optimization and continuous improvement for efficient product delivery, resulting in improved team collaboration and accelerated project timelines
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Manage projects timelines, budgets, and costs, ensuring on-time delivery and adherence to budgetary constraints
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Oversee pivotal project streams, field trial, verification and validation to ensure that the various 5G network infrastructure projects meets performance, reliability, and security requirements, resulting in 15% reduction in defects & seamless transition to new systems
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Achievement - Successfully managed the deployment and integration of a Smart Monitoring System across multiple clients' sites, achieving a 30% increase in operational efficiency and reducing product loss by 25% within the first six months of implementation
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Analyzed data to facilitate root cause analysis, monitored KPIs, and reported to management and executives
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Oversaw the delivery of multiple projects within the Product function, ensuring alignment with business goals and timelines and managed end-to-end project lifecycle for software development initiatives
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Developed and communicated the strategic objectives and clear program vision, ensuring alignment with organizational goals and user needs
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Coordinated multiple engineering teams to ensure seamless synchronization between hardware sensors and firmware algorithms, facilitating real-time data transmission to a unified dashboard accessible via web and mobile platforms
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Led the strategic planning and coordination of field trials with product and research teams and leveraged insights gained from the field trial to make data-driven decisions
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08/2012 - 06/2016
Service Delivery Manager, IBM- Canada
07/2009 - 07/2012
Technical Services Delivery Manager, Suncor Energy 01/2005 - 07/2009
Project - Digital Transformation Achievement: Managed the development, deployment, and integration of a comprehensive HRIS across the organization
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Conducted documentation and analysis of current-state processes, designed future-state processes, and performed gap analysis
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Ensured product managers consistently maintain a comprehensive product reporting portfolio, encompassing dashboards and advanced analyses
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Collaborated with SMEs to address any hardware/firmware requirements for mobile device compatibility with the HRIS software
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Applied knowledge gained from mobile research to inform decision-making during the HRIS deployment, particularly regarding mobile device compatibility, user experience design, and feature prioritization resulting in increased adoption rate by 40%
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Engaged with users participating in field trials to gather feedback on mobile device compatibility, usability, and performance, driving iterative improvements to the HRIS software, resulting in 70% Feedback Utilization Rate
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Orchestrated the seamless integration of the SaaS-based HRIS solution into the client's existing infrastructure, specifically integrating with Microsoft Dynamics NAV and Office 365
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Tested new HRIS procedures and systems against established control plans, managing any failures through a structured problem solving and change management processes
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Monitored the effectiveness of future-state HRIS process to ensure alignment with business objectives, continually optimizing the system to derive additional value
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Developed and maintained process documentation and training materials for easy accessibility at all organizational levels, facilitating seamless user adoption of integrated systems while promoting user understanding and utilization
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• Manage geographically dispersed projects, covering the West Coast and Prairie provinces Review construction documentation and survey job sites to gather project requirements and validate scope
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Work closely with sales and engineering teams to support sales activities and assist in the estimation process
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Develop and regularly update project schedules, ensuring project timelines and milestones are met
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Lead procurement efforts, including management of suppliers and sub-contractors, to ensure projects are completed within budget
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Identify and manage project risks by identifying potential threats and opportunities, creating response strategies, and closely monitoring and controlling progress
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Analyze and approve invoices and manage progress billings to ensure financial accuracy and project profitability
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Provide performance and financial reports to management, including revenue and billing forecasts and weekly earned value statistics
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Oversee all document control for projects, including RFI's, meeting minutes, deficiency lists, transmittals, and change orders
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Facilitate meetings and conference calls to ensure effective communication and collaboration among project team members
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Implement and execute quality control and commissioning procedures to ensure project deliverables meet industry standards
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• Maintain a Lessons Learned program and analyze experience to improve work efficiency Project Manager - Rollout Implementation, TELUS - Telecommunications Led the planning, execution, and monitoring of rollout implementation, migration, pre-commissioning and decommission projects including new infrastructures, network baseband hardware and firmware System Engineer
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• Aligned top-level business goals and objectives across business units and teams Facilitated seamless integration of Microsoft Dynamics 365 solutions by implementing intelligent routing, queue management, and self-service IVR, ultimately driving efficiency, enhancing customer satisfaction, while supporting the company's strategic objectives
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• Provided strategic advice and support to help achieve marketing and business objectives Fostered a culture of innovation within the team, encouraging creative thinking and the exploration of new ideas, while leading initiatives for continuous improvement in processes, methodologies, and product development practices
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Anticipated and addressed potential risks, demonstrating adaptability, and leading the team through challenges, resulting in a 10% increase in project efficiency
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Managed concept-to-launch of commercial products, Go-to-Market strategies while improving net customer acquisition by 30% and customer attrition by 25% by evaluating voice of customer data and constant base management throughout customer lifecycle
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01/1995
Electronics Engineering
McGill University, Montreal, QC
01/1992
Electronics Engineering Technology, Diploma
Dawson College, Montreal, QC
Project Management Professional (PMP), #3005304
Project Management Institute
Education
Computer
Experience
• Microsoft Office Suite
• Power BI
• Microsoft Project
• Microsoft Dynamics 365
• Visio
• Google Workspace
• Jira
• Adobe Creative Suite
• Oracle Database
• SharePoint
• Kanban Board
• Smartsheet
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