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<pre>Array ( [var] => cut_url ) </pre> Resume for Mike H. for Quality Assurance / Control / Telecommunications Services in Waterloo, Canada. Search More Resumes for Quality Assurance / Control on #HOY3XKP76

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Resume for Mike H. for Quality Assurance / Control / Telecommunications Services in Waterloo, Canada

Occupation: Quality Assurance / Control Industry: Telecommunications Services
Country: Canada City: Waterloo
State: Ontario ZIP: N2J 4L1

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Michael J. H.

Goldbeck Lane, Unit

Waterloo, ON  NJ L

Home: ..  Cell: .. 


Quality management professional with over years’ experience in internal auditing, process assessment and improvement helping organizations attain operational efficiency, increase customer satisfaction and drive positive business results.

Quality Management Systems ISO quality improvement program management, Internal audit, Continual improvement
Process Improvement Consulting on best practices, Process development
Information Technology Software R&D, IT outsourcing, Data centre, Telecommunications, Wireless
Relationship Management Client account management, Vendor relationship management
Business Systems Business systems analysis, Planning, Requirements analysis, Cost benefit, Solutions design, Validation
Project Management IT projects, Administrative projects


  • Internal Auditing, ISO , ITIL v, CMMI Dev. v, Six Sigma, Process Engineering
  • Conceptual Planning, Collaborative Problem Solving, Facilitative Leadership
  • Business Solutions Development, Product Development and Software Development Methodologies
  • Interpersonal Communication Abilities, Energetic Team Player
  • Technical Writing, Proposal Writing



    Senior Internal Quality Auditor

  • Planned and conducted ISO : internal audits and process appraisals within the Product Management, Software Development, Hardware Development, Network Operations and Customer Support organizations.
  • Identified potential process improvement opportunities and worked in partnership with clients to verify business risks and process weaknesses as well as plan and implement improvements.  Verified effectiveness of actions taken.
  • Provided leadership and coaching to clients on best practices for operational and program / project success.
  • Trained new internal auditors on RIM audit and appraisal methods and tools resulting in consistency of practice.
  • Coached internal auditors on best practices and processes resulting in a consistent experience for clients regardless of the auditor assigned to their organization.
  • Key Accomplishments:

  • Implemented processes for a new process appraisal program to supplement the compliancebased ISO : internal audit program.  A review of the effectiveness of the program showed a fold increase in audit client satisfaction with services provided.
  • Developed an improved Corporate quality manual which included the integration of the software organization’s manual.  This resulted in one quality manual for the whole organization and eliminated confusion about what set of requirements applied to crossfunctional teams.
  • Developed issue tracking and reporting system improving visibility to senior management on product quality issues.

    Michael J. H. Page Two 

  • Created processes, procedures and work aids for conducting internal audits and appraisals across the new integrated corporate / software audit and appraisal teams.


    Quality Assurance Manager, Technology Management Outsourcing  –

  • Managed requirements, change requests, defects, issues and test results with client and operational teams, and verified and approved operational deliverables before submission to client for acceptance.
  • Planned and conducted quality audits and improvement initiatives and managed the resolution of identified process weaknesses with a focus on operational interfaces between CGI and the client.
  • Participated as a member of the Tier Transitions SWAT Team and CGI / client management committee.
  • Key Accomplishments:

    Developed and implemented:

  • An operational framework for service delivery and sustainment of the IT Tier Transition Practice, specifically related to the ManuLife / John Hancock account.  This framework became the de facto standard for other transition practice teams.
  • A quality assurance program to validate the quality of management and technical deliverables for the transition practice.
  • An internal audit program to ensure that the Quality Management Plan and associated procedures were followed consistently by project teams.
  • Led the migration of the IT Tier Transition Practice framework to the overall CGI Client Partnership Management Framework and the CGI Technologies and Infrastructure Intranet resulting in one location for accessing key processes related to outsourcing activities.
  • Service Quality Manager, Network Services  –

  • Provided leadership in establishing and maintaining a functional Contract Management Office for the CGI client / Bell Canada vendor Network Management Services Agreement NMSA.  Determined internal practices and processes and finetuned management and operational interfaces between CGI, Bell Canada and Connexim.
  • Managed and controlled change requests with Connexim and Bell Canada.
  • Acted as the primary contact for Bell Canada and Connexim on service requirements and expectations and led discussions, resolving service related problems and issues.
  • Participated as a member of the NMSA management committee.
  • Key Accomplishments:

  • Developed all management processes needed to successfully manage the relationship between CGI and Bell Canada such as requirements management, change management, performance management, problem management, service management.
  • Quality System Coordinator, Integrated Technology Management  –

  • Maintained Quality Management System for the GTA Integrated Technology Management business unit including all strategic operational processes.
  • Managed the escalation and resolution of problem management and change management issues.
  • Planned and conducted internal audits and directed improvement measures.
  • Managed the client satisfaction assessment program for GTA ITM.
  • Key Accomplishments:

  • Developed and implemented an endtoend ISO CGI Quality System for the CGI Insurance Business Services business unit which resulted in attainment of ISO Certification for the business unit.
  • Created web site for hosting business unit processes and procedures.  This resulted in the elimination of LANbased repositories, improving the effectiveness of maintenance tasks and eliminating humanerror factor in maintaining multiple databases.
  • Developed an intranet web site which acted as the primary informationsharing vehicle for staff across the GTA.
  • Director, Quality Services 

  • Managed the Quality Services organization which had key responsibilities in areas of internal audit, process development, quality system documentation, and change management.

    Michael J. H. Page Three 


  • Led the organization in improving operational effectiveness and efficiency while providing highquality service to clients.
  • Planned and conducted internal audits and directed improvement measures carried out by internal auditors .
  • Developed and implemented processes and procedures for management of the ISO quality system within the business unit.
  • Coached / mentored staff and clients on best practices and processes.
  • Key Accomplishments:

  • Implemented change control procedures providing management oversight and approval of changes.
  • Developed and executed a plan for attainment of ISO Certification for the Phoenix AZ data centre operations and San Francisco CA contract management office.  Certification was granted following an external ISO audit.
  • Client Account Manager  –

  • Managed client relationships, client satisfaction and contract negotiations.
  • Designed service solutions to meet client business needs.
  • Facilitated problem management and change management activities toward a winwin outcome.
  • Collaborated and negotiated with operational management and teams for delivery of services to clients.
  • Led intercompany projects, service delivery and process improvement initiatives.
  • Key Accomplishments:

  • Achieved an average client satisfaction rating of . out of .


    Successfully completed numerous professional development courses including the following in the last years

  • ISO : Internal Auditor Certification
  • ISO : Internal Auditing Refresh
  • After the Audit
  • Lean Six Sigma, Six Sigma Yellow Belt
  • Facilitative Leadership
  • Project Management
  • Facilitation Techniques for Project and Team Environments
  • ITIL IT Service Management – Foundation Certificate
  • CMMI Dev. v
  • Project and Technology Management Frameworks
  • Management
  • Managing Interpersonal Relationships
  • Time Management
  • Training Adults, Training the Trainer
  • Telecommunications/Networks, Online realTime Transaction Processing, RealTime Transaction Switching
  • Systems Development Methodology, Analysis and Design, Structured Analysis Techniques, Work Flow Analysis Techniques
  • Writing Effective Process Documents
  • Collaboration Information Systems
  • LiveLink Document Management System


  • Member, American Society for Quality
  • Member, ISO
  • Member, IT Process Improvement and Quality Management
  • Member, KPI Library

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