Project Management Customer Service

INTRODUCTION

A Management Information Services & Technology Professional, with excellent project planning, execution, monitoring and resource balancing skills, with ability to support multiple simultaneous infrastructure projects in a matrix organizational structure in a diversity of roles and responsibilities in various business areas & sectors; including Energy Corporations, Corporate Financial Groups, Telecommunications, Oil, Engineering Consultants and Health Care.

Providing 25+ years of Project, Customer Service & Business Management, IT Business Analysis & Infrastructure and Business Process Assessment, Review & Consultation.

Specialties: Cyber Risk & Security, CSM, Governance Assessment & Consultation, Project Management Coordination, Business Process Management & Analysis, Network / Infrastructure Development & Consultation.

EXPERTISE

· Leadership: A change agent with a track record of setting a direction and aligning people to produce growth in both personal and IT/IS strategy plans.

· ITIL® Foundation Certificate in IT Service Management

· Technology: Strong IT knowledge of current technologies, including Corporate Security Governance & Compliance, Microsoft network & enterprise services, Security review, and Security Solution Technologies, Java upgrades, Antispam Technologies, Desktop Management Solutions, Application Packaging, Wireless, Data Centers, SAN and ITIL best practices.

· Experience managing staff and vendor relations

· Working knowledge in Google & Windows environments

· Certification in IT Service Management ITIL

· Familiarity with the ITIL service management framework

· Experience managing technical documentation -system administrator & user documentation, IT policies and procedures & current network diagrams, on-hand & readily available

· Strong working knowledge of Windows servers, Active Directory, SQL Server, and Exchange

· Experience working with IP based telephony & mobile device management (MDM) systems

· Working knowledge of network topology and TCP/IP protocols

· Strong support management experience including networks/WAN, client/server environments

· Business & Management acumen related to assessment, risk & security – governance, working reliability & scope

· 25 years+ of working knowledge & understanding of IT infrastructure planning, development and maintenance

· Strong technical knowledge of current and emerging IT trends, systems, applications, protocols and standards

· Solid understanding of project management and vendor management principles, Business

Analysis skills and Change Management skills

· Strong customer service and communication skills

· A team player

KNOWLEDGE:

· Operational knowledge of Cloud Unified Communications, LAN/WAN, Collaborations, Audio Visual, Digital signage solution components

· Demonstrated knowledge of Corporate strategic direction, products and services

· Proficiency with MS Office suite

· Familiarity with the ITIL service management framework

PROJECT MANAGEMENT: Cloud Knowledge

Lead cross-functional teams in designing and implementing cloud-native applications using containerization and serverless technologies

Manage advanced cloud security measures, including zero-trust architectures and quantum-resistant encryption

Overview of automation - CI/CD pipelines for cloud-native applications, integrating AI-powered testing and deployment strategies

Analyze and optimize cloud performance metrics to predict and prevent potential issues

Contribute to the development of cloud engineering best practices within the organization

Enhance data processing capabilities and reduce latency in distributed systems

Collaborate with data scientists to develop and deploy scalable machine learning models in cloud environments

Overview the adoption of emerging cloud technologies, such as serverless computing and blockchain, to drive innovation and maintain competitive advantage

RED TEAM – Exercises ( ATB Financial & TELUS Communications )

Red teaming exercises to gain as much unauthorized access as possible to expose weaknesses in the organization.

By using the following step, I have managed the following, on behalf of the OCISO & CTO:

1.Define goals: First, determined which areas to test. In many cases, this included testing cyber defenses, physical security, and specific pieces of infrastructure.

2.Assemble a team: Assembled a red team to execute the attack. NOTE: Set up best practice by utilizing a Blue Team, which attempted to protect the system during the red team’s attacks.

3.Execute: Coordinated with team leaders of red team so they researched their targets. Once they spot a weakness(es), conducted cyber attacks to exploit the organization’s weak points.

4.Debrief: After the exercise, the red team meets with leaders & security management, to share findings. Reported/documented what /where access was gained, how they got in, and what the organization must do to prevent future attacks.

5.Patching: In the final stage of the red team exercise was to ensure fixes of weak points exploited during the test. This included patching software, updating procedures, or retraining staff.

PROJECT MANAGEMENT:

· 20+ years’ experience in IT management managing multiple office IT infrastructure at different geographic locations.

· Good understanding of Linux and Windows administration, server administration, service monitoring, response management, disaster recovery and business continuity

· Experience in building, maintaining and enforcing secure IT policies and processes, managing networking equipment (firewalls, router), VOIP systems and network security

· 25 years’ work experience in the field of computer science or system management

· Proven leadership ability, including excellent communication and interpersonal skills; ability to ‘get the work done’ and experience working and collaborating in distributed, cross-cultural teams

· Excellent communication skills; able to articulate ideas to both technical and non-technical audiences

· Superior analytical, evaluative, and problem-solving abilities; ability to see the big picture and the details that make the difference

· Excellent Project Management skillsets – the ability to set standards and transfer project management skills throughout organization. Mentor and coach business, project and IT managers at all levels, encouraging them to develop their performance to best practice standards.

· Provision of Project Management Services, as a consultant and practitioner of Project Management practices and techniques, establishment of corporate PM best practices, standards and metrics, including tools and communication methods.

· Knowledgeable and experienced in: Infrastructure, project & program management; business readiness; and change management

· Strong leadership, Strategic Management and Organizational skills, which have enabled the timely and successful completion of resource development, assigned projects and program portfolios.

· Managed multiple projects involving the full project cycle management for new development, maintenance, and production support of IT infrastructures projects.

· Gather requirements and formulate multiple IT infrastructure proposition business cases, supported by suitable technology, resource distribution, business and pricing models evaluations

PROFESSIONAL EXPERIENCE

Title: Senior Information Technology Service Management Consultant

Jul 2022 – Present • 2 yrs 6 mos.

Position location: British Columbia, Canada

Skills: Information Security • IT Security Assessments • Enterprise Project Management (EPM)

• Organization Skills • Security • Information Security ManagementATB Financial

Total Duration: 5 yrs +

Title: Sr. Cyber Security Compliance Manager, Technology & Data Enablement

Dec 2019 – August 2022

Employment Duration 5 yrs +

Location Calgary AB

This role, working within Security Compliance and the Office of the CISO, will ensure the secure operation of the in-house computer systems and their corresponding or associated software, servers, and network connections, in accordance with our internal controls, procedures, processes and compliance requirements and hosting third-party audits, as required, in order to maintain certifications and compliance.

The Security Compliance’s tasks will also include providing insight, conducting scheduled internal reviews on internal systems. This position will also develop plans, implement system security administration and user access based on ATB’s centralized Controls and on industry-standard best practices and compliance requirements.

Responsibilities:

Oversee periodic internal reviews or audits of, Policies & Procedures, Controls & Processes, within the ATB environment.

• Assess and report on investigations related to compliance issues. • Assess product, compliance and/or operational risks in conjunction with Risk, to ensure sound development of management strategies.

• Manage and report identified compliance issues that require remediation. • Communicate written policies and procedures across the ATB organization.

• File Compliance regularly maintained reports to the CISO.

• Coordinate with associated management teams within the Office of the CISO and take a leadership role, while raising awareness of ATB.

• Evaluate testing procedures for continuous monitoring.

• Verify oversight and monitoring activities.

• Ensure documentation is managed, updated and maintained for Compliance activities.

• Research emerging compliance issues.

• Collaborate with other senior management and appropriate department heads. • Assist external auditors, where appropriate; and internal auditors, as instructed by the Office of the CISO.

• Review controls, policies and reporting metrics of scheduled monitoring and documentation of internal systems. • Manage and maintain reporting of compliance violations.

Title: Sr. Cyber Security Risk Specialist, EAC & Security

Permanent Full-time

Dates Employed: May 2017 – Dec 2019

Employment Duration: 2 yrs 8 mos.

Location: DT - 8th Avenue, SW

Responsible for providing & supporting the business lines by facilitating risk and control assessments, reporting on key risk indicators and conducting scenario analysis; keeping abreast of emerging cyber threats and trends (provincially, nationally & globally / by liaising with ATB business units, IT and Transformation, as well as key external players in the financial & security industries.

The Cyber Risk Specialist is responsible for, but not limited to, the following.

o Supporting the business lines by facilitating risk and control assessments, reporting on key risk indicators and conducting scenario analyses.

o keep abreast of emerging cyber threats and trends (globally, nationally, and provincially) by liaising with other ATB Financial business units such as IT and the Transformation Team as well as key external partners in the financial and security industries

o be an integral team member in the development and implementation of all aspects of a proactive, comprehensive and integrated cyber program.

o Ensure that sufficient challenge is provided to the 1st line of defense (IT and Transformation) including, standard processes across ATB for cybersecurity risks, in particular pen testing and phish testing.

TELUS – Sr. Corporate Security Governance Manager / Sr. SME & CSM - TELUS Business & Security Solutions

October 2013 – 2017 Calgary, Alberta

Provide consultation/ guidance to the Tier 1 (top 1%) of TELUS Communications’ Enterprise clients and TELUS specialized resources to internal and corporate clients, to include the development, institutionalization, risk & security assessment and improvement of an organization's enterprise & risk management (ERM) and security infrastructure & policies.

Governance of enterprise security includes Strategic Alignment, Risk Management, Resource Management, Performance Management & Value Delivery.

Providing the following, including, but not limited to:

Solutions such as endpoint protection, email security service including the server infrastructure and perimeter protection solutions.

Recommend/report, identifying possible risks, efficiencies, effort, and viable security solutions for improvements to the SOC environment.

A short-term roadmap of security operations solutions and tools TELUS Security Solution teams could provide, along with longer term security specialists to call on and utilize.

Approaches/Recommended solutions to upgrades, updates or replacements, to ensure support to the delivery of recommendations in a timely state.

SME knowledge of solutions/tools for endpoint protection, email security services including server infrastructure, and perimeter protection.

Utilize broad understanding (Business management experiences), as related to the security operations environment and be able to provide qualified recommendations to mitigate risk(s), effort and visibilities, and ensure the recommendations are in compliance.

CIT Consulting Services -- Owner/ IT Management Consultant

February 1994 –

IT Management / Business IT Consulting Services - Analysis, reporting and business case needs analysis for network security, infrastructure and BRP for a variety of small to mid-sized companies in the Calgary area - Network/Desktop support, hardware & software integration, administration, updates/upgrades, etc.

Sept 2013 - October 2013 - Nexen Energy Project Management, Commercial Applications Services

Feb 2012 – April 27, 2012 - Suncor Energy Inc . (Oil & Gas)

Contract - (Calgary DT) PS - IS PSA - PMO - Supply Trading & Corporate --Windows 7,

Business Readiness Coordinating Resource Development

Sept 2011 – Dec. 2011 EnCana Corporation (Oil & Gas)

(Calgary DT) Technical Services -- Project Change / Closure -Facilitating Hand-off/Change-out

Suncor -- Deployment - Corporate Desktop Application -Contractor

PS - IS PSA - PMO - Supply Trading & Corporate --Windows 7 & Office 2010, Business Readiness Coordinating Resource Development

Provided expertise (“Know-How”) to develop the appropriate planning for all desktop environments to be migrated to a Windows 7 operating environment and MS-Office 2010.

Bantrel Co. (Canadian div. Bechtel Corp ) – Calgary, AB. March 2012 to July 2013

PM/PMO Coordination - Windows 7 & Office 2010 Desktop Application Upgrade

Project manager accountable for the following enterprise initiatives:

Provided Project Management expertise to develop appropriate planning for all desktop environments to be migrated to a Windows 7 operating environment and MS-Office 2010.

Manage the physical roll out of the Office 2010 upgrade and Windows 7 new corporate Image

Handled the creation of the overall infrastructure based on SCCM 2012, and Application packaging to support the new corporate desktop Cycle workflow

Lead Enterprise Windows 7 applications compatibility assessment.

Lead the implementation of MS-SCCM 2012 (upgrade from SCCM 2007) for IT inventory management, Windows 7 images and patches deployment

Upgrade & Implementation of XenDesktop for utilization of legacy applications, including but not limited to InfoWorks (Documentem), SmartPlant, AutoCAD 2005 – 2012.

Develop the Project Charter – Exchange 2010 Implementation and Videoconference connectivity

Contract Laboratory Inc. – Calgary, AB/Florida USA. Jan 2011 to April 2011

Managing Director

Internet Referral / Connections focus-based on the facilitation & centralized outsourcing for access to the procurement of millions of dollars’ worth of products and services through its on-line referral / requests’ services, portals and on-line communities.

Network transition– Transition all the US site to the new private IP o Active Directory Integration

Data Center Storage Network – The installation, configuration and deployment of managed dedicated storage network

Consulting Services -- Bank of Montreal & Loblaws – Western Canada. Oct 2010 to Feb 2011

ITS Support Analyst Technical Services - Windows 7 & Office 2010 Upgrade &

Deployment- Project Change / Upgrade -Facilitating in-house staff at onsite locations – Calgary & area branches and Winnipeg locations

Manage the physical roll out of the Office 2010 upgrade and windows 7 new corporate Image

Supported SCCM, APPs-V and Application packaging to support the new corporate desktop Cycle workflow

Enterprise Windows 7 applications compatibility assessment. Implementation / delivery POS applications and upgrades (in-store) to various Loblaw stores

CIT Consulting Services Deloitte Canada – Calgary offices (DT) – ITS Analyst 2010

Provided expertise (“Know-How”) to develop the appropriate planning for laptop environment (90%+ end-user utilization) to be migrated to a Windows 7 operating environment and MS-Office 2010.

Help and support the IT manager to obtain deployment readiness status

Work with existing IT team on compatibility and acceptable testing of different applications against their Windows 7 image and provide added value to help streamline their efforts.

Create and manage deployment acceleration plans to identify key activities and enable the rapid deployment of operating systems and associated technologies.

Coordinate activities to complete the SCCM production environment for packaging.

Test the deployment process around every company site; including Calgary, St. John’s NFLD, FT Mac

Prepare the Application Packaging RFP, including gathering information, contract negotiation and packaging factory set-up.

Provide subject matter expertise in strategic deployment planning.

CIT Consulting Services – Calgary, AB. 2009 to April 2013

IT Management / Business IT Consulting Services - Contractor

– Various small/mid-sized companies in the Calgary & surrounding areas -- Technical

Service & Support contracts

Analysis, reporting and business case needs analysis for network security, infrastructure and BRP for a variety of small to mid-sized companies in the Calgary area - Network/Desktop support, hardware & software integration, administration, updates/upgrades, etc. Project management consulting responsible for the physical implementation of the new Enterprise Network Infrastructure & storage infrastructures.

Project manager responsible for the implementation of new infrastructure development.

Liaison between additional vendors, business units and IT groups to deliver appropriate IT Infrastructure, equipment and storage.

Norfolk Mobility Benefits (MSH International Insurances) – Calgary, AB 2005 - 2009

IT/IS Manager -Canadian Operations Integration

Project manager responsible for the implementation of the new core infrastructure of Data Capture for Head Office MSH International, a separate arm from Norfolk Mobility, focused North American Expat insurance services to recipients located world-wide.

Liaison between project personnel and IT groups to deliver appropriate IT Infrastructure, equipment and services to the new company IT organizations located world-wide.

Coordinate contracting activities overseas the delivery of the following project streams:

Data Migration and Active Directory Integration: Migrate all of the Portfolio Management and related Shared Services data from the existing MSH hosted file store drives, SharePoint and Outlook email, Unified Messaging.

Application: Migrate all Data Management and related Shared Services systems / software tools installed on MSH’s servers to Corporation replacement servers.

Business and Wireless Networks: Plan the installation/migration of Network equipment at all locations. Citrix and VMware implementation.

PC / Laptop: Transfer, configure the required PC’s, Laptops assets for Norfolk, Portfolio Management and related Shared Services users to main Data Services location with daily/weekly integrations to head office services.

Responsible for co-coordinating with the IT architecture technology teams to ensure delivery of 6 core infrastructure & technology platforms streams.

CIT Consulting Services City of Calgary – Calgary, AB. 2004 - 2005

Network/Systems Operations Contractor

Monitoring and maintenance of networks

Weekend and night maintenance monitoring / transfers to financials and reports for various depts. within the city.

Backups of servers, files, and daily end-user files.

CIT Consulting Services CV Technologies - Calgary, AB. / IT / September 2003 to March 2004

Installation & Integration Project Manager - Contract

Providing senior project management for Information Technology Infrastructure Projects operating out of the Project Management Office at the Edmonton head office.

Project leadership, management and oversight on behalf of head office of all related integration, setup and physical infrastructure to a new office of 15000 sq. ft., on time and within budget.

Project manager responsible for the delivery of the new Backup Data Center.

Collaborated on the senior management’s design to address immediate priorities and respect the organization’s change management capacity.

Collaborated on the implementation of the Project Management using industry best practices, but adopted for the size and alignment of customer and stakeholder needs within the organization.

Royal Bank of Canada – Calgary Western Canada Main December 1998 - 2003

AM- Electronic Business Banking, AB / Mgr. Tech

Providing support to Business managers, key clients and corporate head offices throughout the western Canadian & USA regions.

Performed technology evaluation including identification of potential needs, RFP, pricing, field test plans, introduction of new network technologies, architecture, project management and deployment of next generation of electronic transfers & payment applications.

Creation and maintenance of project schedules, which define activities, sequence, dependencies, work effort, duration and associated resource requirements

Project Manage multiple enterprise Server migrations to new data centers into staging environments and ensure they pass stringent IT certification process before moving final mode of operations.

Define and initiate projects, and assign Project Managers to manage cost, schedule, and performance of component projects, while working to ensure the ultimate success and acceptance of the program

Successfully directed over 200 major business clients to new electronic application upgrades, integrated into the network data & storage services at the main facilities. Completed more than 95% of all projects within timelines, utilization of resources, and capital budgets, including those requiring multi-year commitments.

Royal Bank of Canada – VISA Calgary, AB (Western Canada) Jan 1995 – December 1998

RBC Visa – Royal Alliance Partner - Consultant • Technical, web development and design for the Royal Bank of Canada - Visa (clients) *

U.Wanna.What InterMedia Inc. Jan 1995 to Dec 1998 Corporate Director / VP Sales & Marketing

Managed the creation & development structure of the Oracle database.

Managed the development process of all web structures and timeframes, both internally and for external clients.

Corporate financing, revenue structures and development costs analysis.

EDUCATION

Mount Royal University (MRU)

Management Development Extension Certificate (2010)

Pillars of Management Certificate (2009)

Southern Alberta Institute of Technology (SAIT)

Principles: Information Security Firewall & Network Security (2004)

Network + Security

Security +Fundamentals

ITIL Framework – KnowledgeWorks (2007)

Southern Alberta Institute of Technology (SAIT) in association with SHL Systemhouse

Network / System Analyst (Support Specialist) – 2-year condensed program (1998)

Community College

Drafting & Design (1975 & 6)

CERTIFICATIONS

Corporate Cybersecurity Management

Corporate Cybersecurity Management Certification

Date Apr 2017 – Present

Cybrary Security Assessment & Testing Skill Certification

Certification Date Apr 2017 – Present

ITIL Foundations v3 - ITIL® Foundation Certificate in IT Service Management

Certification AXELOS GBP Certification Date Jul 2015 – Present

METHODOLOGIES

Project Management Best Practices

Cyber Security – Governance, Risk & Compliance: NIST ISO270001

ITIL Framework (v3 & v4)

Common Business Sense

Business Security Assessment, Compliance & Risk

ADDITIONAL INFORMATION

Languages: English – Native Language -- excellent written, & communication skills

French - basic.

PERSONAL TRAITS & CHARACTER

Integrity ·

Honest

Empathetic

Excellent inter-personal skills

Excellent writing & communication skills

Task Oriented

Team Player

Straight-forward leadership

Contact this candidate