Preview: For the complete resume and contact info please download it.
[var] => content
[type] => preview
[var] => cut_url
Pontypool, Ontario Cell:
LA K Email:
To progress in my Information Technology
career and continue to identify opportunities to improve client experience
through improved service levels and increased organizational sustainability
in applications and infrastructure.
years experience with infrastructure
and application support
years project delivery
Indepth knowledge and experience
in system and application availability, incident and problem management,
change management, analysis, support, infrastructure planning, capacity
analysis, and system implementation.
Detail oriented with excellent
written and verbal communication skills.
September to Present
Environment Manager Test &
QA, DE Residential
July to Present
Single point of contact for
all Development environment provisioning and support for Direct Energy’s
largest project undertaking in its year history.
Acted as a vital liaison between
the sponsors, the business and IS to ensure Service Delivery expectations
Tracked and inform the PMO,
stakeholders, and partners of any risks, issues and escalate as necessary,
including communicating and interfacing with rd party organizations
on behalf of the project.
Negotiated utilization and
deployments of each environment between development, QA and Project
Managers as well as streamlined and automated processes such as Change
Management, Access Control, Environment request and Code deployment
Duties are predominantly based
around the organization’s infrastructure and applications but extended
to cover communicating and interfacing with rd party organizations.
Acting Manager Production Support,
Responsible for the operation
and maintenance of + applications and interfaces in the Direct Energy
Residential business unit.
Managed a staff of , both
contract and full time to ensure daytoday production support &
maintenance, application availability, reliability and stability on
a X by basis.
Developed solid understanding
of the Residential Energy business, their project delivery methodologies
and change management processes in an environment where business processes
across multiple applications and technology platforms.
Created and defined Service
Level Agreements between Production Support and Business partners.
Ensured proper service levels
were met by providing reports, statistics and analysis to key stakeholders.
Incident Coordinator Production
Support, DE Residential
May to December
Solely responsible to ensure
resolution of incidents and maintain customer service within the various
Production Support teams in DE Residential.
Participate in key activities
that encompass detecting and recording, classifying, and prioritizing
incidents based on impact and urgency.
Ownership of all Incidents,
including but not limited to monitoring, tracking and communication
Developed and maintained the
Incident Management process for DE Residential Production Support.
Created and prepared key reports
for Management and a monthly scorecard for Production Support.
Responsible for developing
and maintaining the Business Continuity Plan and Disaster Recovery Plan
for all of DER North America.
Incident Manager, IS Operations
June to May
Single point of contact with
all lines of business within DE and rd party vendors for
Own and maintained the operational
execution of Direct Energy’s Major Incident processes. This
included planning, designing, implementing, integrating, operating,
and refining the process.
Conducting root cause analysis
and managing the successful resolution of Incidents within the defined
and management of all incidents and the monitoring of other open incidents
and known system problems through to resolution.
Ensure correct incident categorization,
prioritization, identification of root cause issues, recovering the
service where possible and escalation to responsible third Tier Support
and Business Operations teams.
Review and update the business
service level requirements SLR’s to ensure current SLA’s and operational
coverage are relevant to support internal users and services offered
Ensure key stakeholders from
business operational groups, customer facing groups, Risk and Compliance,
and Executives are kept uptodate with latest information on high severity
Manage and coordinate all
resources to resolve all incidents in the environment.
Provided weekly and monthly
reporting to Senior Management and Executives.
Created and defined OLA’s
between IS Core and other LOB’s.
Team Lead / Interim Manager
– Data Centre Operations
August to June
Primary point of contact xhour.
Responsible for the day to
day Operations and Management for four North American Data Centers.
Developed and revised departmental
procedure manuals to assist staff in all aspects of operations.
Developed Sharepoint Team
Site for daily shift reporting.
Interfaced extensively with
all lines of business to provide immediate support on pressing issues.
Assumed role of Incident Coordinator
for all High and Urgent issues.
Assumed responsibilities for
Operational Disaster Recovery testing and planning.
June to August
Gathering, analyzing, and
validating business requirements and translating them to operational
requirements and impacts of projects in conjunction with the relevant
Provide support and coordination
in the purchase of project requirements hardware, software etc.
Ensure all required operational
documentation is available and validated for completeness and accuracy.
Coordinating the schedules
and resource requirements for the installation and technical implementation
for the assigned projects and activities and tasks.
Ensure the overall technical
implementation portion and delivery are successful and all operational
processes are followed and standard operating procedures are being executed.
Responsible for gathering
the information and preparing change management requests, and ensure
change management process is being followed.
September to June
Escalate outages and issues
to upper management and Directors, coordinating with the Service Desk.
Monitor servers, backup and
recovery of files and databases and offsite tape management.
Updated documentation, procedures
and created new procedures for applications and support roles.
July to September
Level AIX RS/ Support
AIX system support for over
RS/ servers, version . and ..
Maintain the servers, replace
hardware when needed, upgrading OS software, creating change records,
and contacting the appropriate people.
/ Pager Support. Monitoring
ticket queue for incoming problems and dealing with the issues at hand.
The Braegen Group Inc
Gather business requirements
from clients to develop and manage small projects.
Install, Support and Administer
IBM AIX RS/ servers, Web Sphere and Domino.
Enterprise level Domino R
to R and NT to AIX migration with TD Bank approx , users.
/ pager hardware and software
support, nd and rd level hardware and software Tech Support.
Assist in design and development
of internal notes database applications.