Business Analyst Production Support

Dave R. Paquette

Business Analyst Production Support Specialist Data-Driven Problem Solver

Security Clearance: Secret (Level II), valid until December 2031

Professional Summary

Business Analyst and Production Support professional with 15+ years of IT consulting experience across federal government departments (ESDC, PSPC, DND, Elections Canada). Skilled in requirements gathering, documentation, production support, and stakeholder engagement for large-scale systems, including BI data warehouses and enterprise applications. Adept at troubleshooting, incident management, and ensuring seamless system operations for 2,000+ users. Recognized for bridging business needs with technical solutions, delivering measurable improvements in process efficiency, system reliability, and user satisfaction.

Core Competencies

Business Analysis: Requirements gathering, functional specifications, process re-engineering, user stories, acceptance criteria.

Production Support: Incident resolution (1st & 2nd line), SLA management, root cause analysis, regression testing, user communications.

Stakeholder Engagement: Workshops, user coaching, documentation, and training to drive adoption and system alignment.

Data & Reporting: BI tools (Cognos, Power BI), reporting automation, data validation, XML schema review.

Technical Expertise: Power Platform (Power Apps, Power Automate, Dataverse), SharePoint, Microsoft 365, Dynamics 365, REST API integration.

Collaboration & Delivery: Agile/Scrum, cross-functional team coordination, solution documentation, Dev handoff.

Work Experience

Senior Technical Business Analyst

Employment and Social Development Canada (ESDC) · Gatineau, QC

Apr 2025 – Aug 2025 (Contract)

Authored solution and business requirements (BRDs, process flows, user stories) for a national early childhood education auto-enrolment system impacting thousands of families across Canada.

Developed and executed a User Acceptance Testing (UAT) plan ensuring system functionality met stakeholder and policy requirements.

Partnered with program authorities and technical teams to align project deliverables with departmental strategic goals, supporting nationwide deployment and improved service delivery.

Data / Performance Measurement Analyst & Business Analyst

Canadian Forces Morale and Welfare Services (CFMWS) · Ottawa, ON

Oct 2024 – Mar 2025 (Contract)

Collected, analyzed, and aligned childcare data with performance indicators, producing dashboards and reports used by base commanders and senior leadership to guide childcare access decisions.

Designed and deployed a Childcare Navigator Directory and website integrating GIS, automation, and dashboards to support 2,000+ military families nationwide.

Provided end-user support and training, created SOPs, and enforced IS compliance to strengthen data accuracy and system reliability.

Leveraged Power BI, Tableau, Power Automate, and advanced Excel (VBA, Power Query, Power Pivot) to automate 14+ data feeds, reducing manual reporting effort by 70%.

Developer / Business Analyst / Data Analyst

Elections Canada – CCMP / DevOps Team · Gatineau, QC

Jul 2024 – Sep 2024 (Contract)

Supported migration of multiple legacy applications into a new Dynamics 365 + Azure DevOps environment, enabling modernization of mission-critical electoral systems.

Conducted gap and impact analyses for CRM IAM application upgrades, ensuring compliance with performance, uptime, and security requirements.

Authored system documentation (user stories, acceptance criteria, deployment plans, architecture diagrams) for CRM IAM systems including EC-Connex, INNOVA, and FADRS.

Partnered with SMEs, developers, and testers to validate solutions, providing UAT support and technical documentation to ensure smooth deployment.

Business Analyst / Data Analyst / Developer

Employment and Social Development Canada (ESDC) – PPMI · Gatineau, QC

Dec 2021 – Apr 2024 (Contract)

Designed and delivered automated reporting frameworks, dashboards, and workflows to modernize passport program reporting for IRCC & ESDC.

Built end-to-end ETL pipelines (SQL, Python, VBA) integrating multiple data sources, reducing reporting time by 70%.

Created real-time dashboards (Power BI) with KPIs used by executives to monitor performance across multiple programs.

Gathered and documented functional and technical requirements, developed UAT criteria, and provided training to 100+ staff, improving adoption of new systems.

Contributed to governance and compliance by producing impact assessments, SOPs, and technical guides aligned with security and performance standards.

Business Analyst / Data Analyst / Developer

Public Services and Procurement Canada (PSPC – DSB-TSS-EITCC / DSS) · Gatineau, QC

Mar 2021 – Oct 2021 (Contract)

Delivered enterprise IT dashboards (Power BI) to support Windows 10 deployment tracking and IT change management, improving transparency across multiple federal departments.

Defined and documented business/technical requirements (user stories, acceptance criteria, impact analyses), aligning ITIL v4 change processes with enterprise goals.

Automated reporting workflows and modernized legacy applications with Power Apps, Power Automate, and SharePoint, reducing manual reporting effort by 70%.

Developed scripts and utilities (Python, VBA, PowerShell) to optimize data processes and system monitoring, supporting compliance with ITIL and Agile/Waterfall frameworks.

Developer / Business Analyst / Data Analyst

Public Services and Procurement Canada (PSPC – GCSS, DSB-TSS) · Gatineau, QC

Nov 2019 – Mar 2021 (Contract)

Supported enterprise Windows 10 migration and SaaS deployment for PSPC, ensuring seamless adoption across thousands of users.

Developed custom reporting solutions using Power BI, Power Apps, Python, and SharePoint, providing real-time visibility into deployment progress and system readiness.

Gathered and documented business and technical requirements, authoring user stories, use cases, and impact assessments to support project milestones.

Automated workflows with Power Automate + SharePoint 2019 to streamline project tracking, reducing manual reporting by 60%.

Delivered training and QA support for new reporting tools, ensuring effective adoption across project teams.

Leveraged modern data platforms (Power Platform, SQL, Apache Spark/Flink, MongoDB, Azure SSIS) to deliver scalable analytics and compliance reporting.

Developer / Business Analyst / Data Analyst / Project Coordinator

Department of National Defence (DND – DIMEUS) · Ottawa, ON

Apr 2019 – Nov 2019 (Contract)

Supported multiple modernization projects (Windows 10, Record-Keeping Initiative, NDHQ Carling move, MFP deployment, mobile device management).

Designed Power BI dashboards and Power Apps solutions for project tracking, KPIs, and reporting to leadership.

Created comprehensive project documentation (use cases, SOPs, communication plans, bilingual user guides) to support rollouts and compliance.

Developed .NET and SharePoint workflows to automate tracking and reporting, reducing project admin effort by 50%.

Provided communications management support, drafting stakeholder messages, FAQs, and content for the DIMEUS website.

Ensured compliance with IT security, change management, and Treasury Board policies, supporting successful deployments across all initiatives.

Developer / Business Analyst / Data Analyst

TopDevz (Software Development Firm – USA / Military Client Projects) · La Jolla, CA

Oct 2019 – Mar 2020 (Contract)

Delivered custom Power BI dashboards and Power Apps automation solutions for U.S. military and commercial clients.

Developed workflow automation and system integrations with Dynamics 365 and SharePoint Online, improving project delivery and client reporting.

Contributed to business intelligence solutions, coding in C#, Python, VBA, and PowerShell to support diverse client projects.

Produced Agile-ready technical documentation and user guides to standardize adoption of new reporting tools.

Adapted solutions to unique client needs across multiple industries, demonstrating flexibility and innovation.

Developer / Business Analyst / Data Analyst

Shared Services Canada (SSC – PM & Delivery Office) · Ottawa, ON

Oct 2018 – Mar 2019 (Contract)

Supported Operations Readiness & IT Service Management initiatives, building Power Apps and Power BI solutions to modernize service provisioning and CMDB reporting.

Authored test plans and QA scripts for CMDB/Configuration Data Record, ensuring compliance with enterprise change and incident management processes.

Developed automation utilities (VBA, .NET, PowerShell) to streamline reporting and telecom partner performance reviews.

Facilitated JAD sessions and ITSM design reviews, aligning partner deliverables with government requirements.

Updated design documentation and user guides for migration projects at ECCC, Statistics Canada, and Health Canada.

Developer / Business Analyst / Data Analyst

Department of National Defence (DND – Net-C2-ISAC) · Ottawa, ON

Jul 2018 – Oct 2018 (Contract)

Contributed to development of a Network Situational Awareness (Net SA) capability, enabling CAF commanders to make data-driven operational decisions.

Built real-time dashboards in Power BI and automated reporting with Power Automate to enhance monitoring across multiple security enclaves.

Authored technical documentation (SOWs, DIDs, SEMP, TE plans) supporting compliance and project delivery.

Developed .NET and SharePoint solutions for asset monitoring and documentation, ensuring interoperability with allied networks.

Improved project performance metrics by introducing KPIs and automation tools for monitoring and evaluation.

Integrated Logistics Support Specialist / Business Analyst

Department of National Defence (DND – JIIFC, DMI, CPOF Program) · Ottawa, ON

Jun 2017 – Apr 2018 (Contract)

Applied logistics engineering concepts to software development lifecycle, supporting sustainment of strategic C2 applications.

Developed Power BI dashboards and Power Automate workflows for project reporting and lifecycle management.

Authored and maintained In-Service Support Plans, Training Packages, and Transition Plans, ensuring alignment with CAF standards.

Facilitated coordination with PMO, QA, config management, and requirements teams, ensuring project deliverables met ISO/IEEE standards.

Delivered end-user training and technical documentation, supporting adoption of new tools across CAF units.

Developer / Business Analyst / Electronics Specialist

Ezra Holdings Ltd (Singapore / USA Branch)

Aug 2016 – Jul 2017

Led development of two IoT electronic devices (home automation system and bicycle crash-detection device), combining hardware engineering with Power Platform and cloud analytics.

Designed real-time monitoring and reporting systems using Power BI, Azure, and Firebase to integrate sensor data with cloud dashboards.

Authored support documentation (O&M manuals, training guides, in-service support plans) for device operation and sustainment.

Programmed device firmware (Arduino, ES32, .NET, Python) and integrated with Google Cloud / Firebase for crash alerts, GPS tracking, and automated emergency notifications.

Delivered UI/UX design and workflow automation for both consumer and enterprise safety applications.

ILS Support Analyst / Developer / Business Analyst / Data Analyst / Tech Writer

Department of National Defence (DGMEPM – PMO FELEX MLR) · Gatineau, QC

Jul 2012 – Jul 2016 (Contract)

Supported the Halifax-Class Modernization / Frigate Equipment Life Extension (HCM/FELEX) project, contributing to $4.9B multi-role patrol frigate refit program.

Developed Power BI dashboards, Power Apps, and Power Automate workflows to track logistical operations and project performance.

Authored technical documentation, SOPs, interactive forms (Adobe Lifecycle Designer), and SAP configuration guides to ensure compliance with project and Navy standards.

Built custom applications with .NET/C# and SharePoint workflows for document management, data integration, and reporting, improving operational efficiency.

Integrated data from multiple sources, including SAP modules (PM, MM, PP, FI, SD, QM, BW), Oracle DB, RDIMS, DRMIS, enabling accurate reporting and process tracking.

Conducted ILS-specific project audits, warranty process documentation, and sparing analysis reporting, supporting strategic decision-making across the Navy’s modernization efforts.

Applied Agile/Kanban/Waterfall methodologies to manage multiple concurrent project streams, ensuring timely delivery of reports, dashboards, and system enhancements.

Developer / Business Analyst / Data Analyst

Bell Canada Enterprise (BCE – CCBI) · Ottawa, ON

Jul 2007 – Aug 2011

Developed and automated reporting solutions for Contact Center Business Intelligence (CCBI), improving data accuracy and operational efficiency for IT leadership.

Designed dashboards, pivot tables, SQL/Access queries, and visualizations to consolidate and analyze global operations data.

Streamlined LOB project management processes through automation and reporting improvements, enhancing decision-making for executives.

Applied tools including Excel, Access, SQL, Teradata, SAS, SSIS, Visual Studio, VBA, JavaScript, PowerShell, .NET, leveraging advanced analytics and SDLC best practices.

Produced timely, high-quality reports and analytics, enabling the SVP of IT Operations to monitor project progress and identify trends.

Vendor Manager / Business Analyst / SME / Data Analyst / Developer / Trainer

Bell Canada (Strategic Partnership Management) · Ottawa, ON

Mar 2006 – Jul 2007

Managed contact centre vendor performance, improving KPIs and exceeding contractual obligations.

Developed performance dashboards and analytical reports to track operations and optimize customer experience.

Validated and audited contact centre operations, ensuring compliance with standards and accurate invoicing.

Served as SME and liaison, coordinating between Bell teams and external vendors to implement process improvements.

Provided training, documentation, and support for vendor staff, enhancing operational consistency and quality.

Team Manager / Business & Data Analyst / Developer

Bell Internet (Bell Canada) · Ottawa, ON

Aug 2004 – Mar 2006

Managed and coached a multidisciplinary team of technical and business support agents, driving performance improvements and KPI adherence.

Implemented coaching frameworks to continuously enhance team efficiency and first-call resolution rates.

Designed and implemented dial-up troubleshooting methodology that was adopted organization-wide.

Supervised business and technical operations, ensuring seamless handling of bilingual consumer calls and issue resolution.

Technical & Business Office CSR / Analyst

Bell Internet (Bell Canada) · Ottawa, ON

Jan 2000 – Aug 2004

Resolved technical and business office issues, achieving high first-call resolution rates consistently.

Provided coaching and mentoring to fellow agents to improve service quality and operational efficiency.

Managed project-specific responsibilities, including Dell computer server/desktop configuration projects, reporting performance metrics to management on a daily, weekly, and quarterly basis.

Documented and tracked issues and solutions to support continuous process improvement initiatives.

Inside CAD/CAM Support / Hardware Technician / Inside Sales CSR

Fifth Dimension Group of Companies · Ottawa, ON

Dates Not Specified

Provided technical support for CAD/CAM solutions (Autodesk & Softdesk) to engineers, architects, and government clients.

Configured, tested, and delivered hardware systems for government departments under National Masters Standing Offers (NMSO).

Supported inside sales operations by troubleshooting, documenting, and providing technical guidance for customer inquiries.

Certifications (16):

1.Building Intelligent Agents with Copilot Studio > Certificate awarded upon completion (completed).

2.Azure Fundamentals - Certificate code: 7802776

3.AEROSPACE Quality Management System QMS AS6100D – Alison Engineering [Cert# 636*-********]

4.Certified Data Management Professional (CDMP) – Alison Engineering [Cert# 646*-********]

5.Cyber Security – Introduction – Simplilearn (2024-06) [Cert# 6812774]

6.ITIL v4 - Introduction– Simplilearn (2024-06) [Cert# 6806007]

7.Fundamentals of Artificial Intelligence – Great Learning (2024-06) [Cert# 193935]

8.Data Visualization with Power BI – Great Learning (2024-06) [Cert# 30824]

9.Power Apps & Canvas Apps – Workshop – Pragmatic Works (2024-02)

10.Business Analysis Certification Expert Rating Inc. (2021-11) http://www.expertrating.com/authenticity.asp/, [Cert# 3916542]

11.Analyzing and Visualizing Data with Microsoft Power BI - G COM SOLUTIONS LIMITED (2019-08)

12.Developing Microsoft Azure Solutions Skillshare (2019-08)

13.Programming for Everybody (Python) with Distinction (above 95%) - University of Michigan - Coursera (2014-08),

https://www.coursera.org/maestro/api/certificate/get_certificate?course_id=972504

14.HP Laptop & Desktop hardware (system board electronics) certification - HP (2000-06),

15.HP Server hardware (system board electronics) certification - HP (2000-06),

16.Networking Technologies - Praxis Training Institute (1996-06),

Education

Coursera – Michigan Center, USA

Programming with Python (Online Course)

Completed with distinction. Highly rated instruction and support; practical coding exercises and applications.

Praxis Training Institute – Ottawa, Canada

Networking Technologies

Received a letter of recommendation from the Executive Director for demonstrated aptitude and dedication.

Algonquin College of Applied Arts and Technology – Ottawa, Canada

Architectural Technologist

Engineering Pool and Language Evaluation / Qualification

BA / DA / DEV Responsibilities

Maintenance Tasks

Build Book (BB), Adaptive Maintenance (AM), Run Book (RB)

Document and Records Management Information System (DRMIS) / RDIM

Corrective, Perfective, Preventative Maintenance (CM / PFM / PM)

Maintenance & Operations Plan (M&O), Maintainability Plan (MTP), Maintenance Task Analysis (MTA)

Maintenance Requests (MR), Repair & Overhaul (R&O)

Documentation & Planning

Conceptual & Detailed Design: Conceptual System Design (CSD), Detailed Level Design (DLD), High-Level Design (HLD)

System Documentation: System Requirements (SOR), Business Requirements (BRD), Solution Requirements (SRD), Functional Specifications (FS), System User Cases (SUC), Fault Decision/Diagram Tree (FDT)

Project & Change Management: Project Charter (PC), Project Management Plan (PMP), Risk Management Plan (RMP), Service Level Agreements (SLA/SLO), Engineering Change Requests (ECR), Scaled Agile Framework (SAFe)

Testing & Deployment: System Testing Plan (STP), User Acceptance Testing Plan (UAT), System Deployment Plan (SDP)

In-Service Support & Training: In-Service Support Plan (ISSP), Level of Repair Analysis (LORA), Training Plans (TP), Technical Publications (TP), Troubleshooting Guides (TSG), Transition to In-Service (TTS)

Evaluation & Analysis: Evaluation Plan (EP), Gap Analysis (GA), Feasibility Documents (FD), Fault Analysis Report (FAR), Software Engineering Management Plan (SEMP), Style & Writing Guides (SG/WSG)

Tools & Technologies

Programming & Data: Python (NumPy, Pandas, PYOD, PyTorch, Jupyter), C#, .NET, JSON, VBA, PowerShell, Selenium, Playwright

Databases & BI: MSSQL / SSIS / SSMS, Oracle, Toad, MongoDB (NoSQL), Redgate SQL Monitoring, Tableau Desktop, Power BI, Azure, OpenText (GCDocs)

Power Platform & Automation: MS Power Apps (Canvas, Dataverse), Power Automate, SharePoint, MS Teams

Cloud & IDEs: Azure DevOps, Eclipse IDE, Anaconda IDE, Visual Studio Pro 2022, Google Cloud / Firebase

Linux & OS: OpenSUSE, Arch, Mint, RedHat/CentOS, Fedora, Windows XP / 7 / 10

Project & Workflow Tools: Jira, Confluence, Primavera, Architecture Documents (TAD), IBM DOORS, Web Queries, Web Scraping

Methodologies & Analysis Techniques

Project Management & Development: Agile (SCRUM), Waterfall, Kanban, Joint Application Development (JAD), Scaled Agile Framework (SAFe), Risk Management (RMNT)

Business & Strategic Analysis: SWOT, MoSCoW (Must/Should/Could/Would Have), Gap Analysis (Actual vs Desired), PESTLE, RACI/RACIE Matrix, Project Cost/Health/Economic Feasibility Analysis

System & Process Analysis: Entity Relationship Diagrams (ERD), Process Flow Diagrams (PFD), Level of Effort/Activity Diagramming (LOE), User Interface / Wireframe Analysis (UXW/UI), Feature Mind Mapping (FMA), Product Roadmaps (PRA), Mission Objectives Strategy Tactics (MOST), Stakeholder Mapping & Threats Analysis (SMA/MTO)

Reporting & Governance: Tableau Reporting, ISO/IEC 38500 Governance Management Processes, Statement of Work (SOW), Warranty & User Manuals (WM/WG/USG)

Analytics & Insight: Descriptive, Diagnostic, Prescriptive, Predictive Analysis (DDPP), Project Status Overview & Reporting (PSO/PSR

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