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Professional Summary

I am a business focused IT management professional with multi-national experience in Information Technology, Project/Program management, and team leadership. Focused on alignment to business objectives, customer experience, and productivity enhancement via utilizing technology and process improvement.

Throughout my professional career, I have always believed that understanding the business process, data flow, and constant engagement with business leaders are they keys to successfully manage an IT environment. The evolution of IT from a cost center into a valued business partner that contributes to an organisations success and overall sustainability.

I have successfully developed road maps and associated metrics that align closely with current business objectives and are scalable enough to support the long-term vision. 

I have had the pleasure of building and leading teams that were highly engaged and motivated. Teams that had enough business acumen to understand the impact on the business and are empowered to make decisions that contributed to business sustainability and continuity.

The development and application of a strong service management framework with documented and evolving standard operating procedures are the key areas where my experience is utilized across organizations. I have extensive experience in working with multiple business stakeholders to identify gaps in processes and designing solutions to address these gaps and optimize the overall process. 

My passion has always been in designing, building, and optimizing strategies, operational engines, and engaged teams. They are the keys to becoming a true business partner and contributing to the success of the organization.

Work History

Senior Business Technology Manager

Vision Critical
20142017

Vision Critical® provides a cloud-based customer intelligence platform that allows companies to build engaged, secure communities of customers they can use continuously, across the enterprise, for ongoing, real-time feedback and insight.

As a senior leader on the business technology team, my role is to ensure the continuous improvement of the global operations engine, excellence in service delivery, and an optimal user experience.  Also, develop and build road-maps that ensure productivity enhancements and ensure business continuity.

Scope: 

  • An active senior leader on the global business technology team
  • Reporting to the VP of Technology providing visibility on team and project performance, alignment and progress towards business objectives
  • Responsible for business aligned technology vision, mission and strategy with $3 million budget in annual operational and capital expenditures aligned to financial KPIs for cost/employee, revenue targets and run-rate forecasts
  • Oversee the deployment, monitoring, maintenance, development, documentation and support of high quality, reliable IT systems, networks and end-user support services
  • Oversee incident, problem, change and configuration management
  • Work in conjunction with IT Enterprise infrastructure, IT leaders, business stakeholders to formulate and deploy strategic plans for acquiring and enabling efficient and cost-effective information processing & 
    communication technologies
  • Oversee vendor selection processes and vendor and contract management

Achievements:

  • Developed and implemented an IT service management framework for the global team which introduced incident, request, and change management 
  • Streamlined processes and relationships between IT and different business units such as HR and Procurement
  • Developed a regional and functional Center of Excellence model to allow for sustainability and standardization across global offices and establish a follow-the-sun operational model and provide around the clock coverage 
  • Established a communication framework to effectively connect with staff for product releases, maintenance windows, which helped increase user adoption and awareness, and reduce organizational change fatigue
  • Developed SLAs and KPIs for the IT team aligned with current business objectives presented via an executive dashboard
  • Improved response and communication SLA by 35%
  • Improved incident resolution SLA by 25% 
  • Developed a mobility cost containment framework along with appropriate dashboards/metrics for all global telecom providers 
  • Led the operations team in execution of security initiatives to meet compliance requirements  SOC2 Type 1  SOC2 Type 2, in order to support Vision Critical's public readiness initiative
  • Established a new hire on-boarding process to improve the employee experience, and enhance their speed of integration within the company 
  • Key member of the team charged with the divestiture of Vision Critical’s professional services business. This was a >$50 million deal which heavily depended on successful execution against aggressive timelines
  • Enhanced the global user experience via user education/workshops and self-service portals Developed IT road maps and budgets which align with business direction and business stakeholder requirements
  • Contributed to the development of an aggressive move to SaaS and IaaS minimizing on premise infrastructure and services and reducing all over operating costs

Regional E-Commerce Program Manager

DHL Express Global
20102013

DHL eCommerce is redefining residential delivery for both business and residential customers, through innovative solutions supported by state-of-the-art operations systems. DHL eCommerce group provides a comprehensive suite of international services for the secure and reliable distribution of mail and parcels. Plus, an expanding range of value-added services. 

The global eCommerce team is responsible for the requirement gathering, design, training and  roll outs of various global and regional programs to support the eCommerce vision and expand on delivering excellence to customers

Scope: 

  • Leading project virtual teams and performing Beta and QA on application changes and/• or new roll-outs
  • Managing’ My DHL’ customer portal project; interfacing business services and applications
  • Facilitating cross functional project team of stakeholders for new product/service development
  • Managing operations for DHL.com platform across 60 countries spanning Africa, Asia, Eastern Europe, and the Middle East
  • Acted as key interface between business functions and technical teams to initiate new/changes in web based e-commerce applications

Achievements

  •  Led multiple project teams in implementing a unique content driven web portal to assist DHL’s small/medium business customers to conduct international business and attract new business to DHL across 70 countries while working with third party vendors for testing and QA prior to global release
  • Developed & Provided “Train the Trainer” sessions for newly launched programs
  •  Provided eCommerce platform optimization workshops for multiple country teams
  • Designed and implemented solutions for the integration of DHL and external customer CRM to improve productivity and streamline end to end Supply chain 
  • Standardized process change across all countries; maintained optimal SLA’S with stakeholders
  • Led Project with regional customer service and sales teams to push web generated sales leads directly into back-end systems, reducing lead time for first contact with potential customers
  • Successfully setup processes to manage digital assets and content across all country sites through cross-functional team, ensuring adherence to brand and customer usability

Senior Manager Information Technology

DHL Express
20052010

DHL Express is a division of the German logistics company Deutsche Post DHL providing international express mail services. Deutsche Post DHL is the world's largest logistics company operating around the world, particularly in sea and air mail.

The Information technology team is responsible for the design, support, and maintenance of the country's infrastructure for corporate and operational facilities while maintaining a strict adherence to international standards and compliance and supporting the different business units. 

Scope: 

  • Utilized annual IT budget of about $2.5 Million in operations
  • Led the Application Support team to support internal users spanning multiple locations based on 24/7 support model for over 1000 users across all business domains
  • Led the e-Commerce customer support team to support over 1200 clients utilizing eCommerce applications 
  • Initiated process improvement workshops and training sessions for different business domains; finance, customer services, operations, and sales

Achievements:

  • Achieved 20 % savings against budget forecast and 10% saving over prior years by developing and implementing cost saving measures 
  • Achieved 25 % reduction in IT costs as a percentage of revenue based on globally set KPIs 
  • Achieved 15 % reduction in telecommunications costs (voice, data) via continuous process audits and service optimization over prior years
  • Increased e-Com penetration to clients by 38% with significant direct and indirect costs savings via integrating external customer CRM backbends and the company’s e-commerce solutions
  • Led design and implementation of AVAYA CMS and IQ reporting tools project for national call centers (IT Service Desk, Customer Services, and Tele-sales)
  • Led the initiative to bridge the in-house CRM with the customer service modules to increase efficiency and streamline the sales leads process
  • Ensured that IT goals aligned with business requirements for revenue growth and profit sustenance; plugged possible leakage in existing revenue streams

Information Services Manager

SoftSolutions
20032005

Soft Solutions is a software company that specialized in web development The group successfully launched an online fast food ordering service and acted as process and technology consultant to several clients in the restaurant and retail space. 

The management team was responsible for the development of the product and its associated road map, training and leading call center staff and a group of highly technical web developers. The team was also responsible for customer engagement and management to create new revenue streams and add the service offering on the online ordering service. 

The company along with product were acquired in early 2006 and absorbed by another regional group. 

Scope:

  • Initiated relationships with external clients to determine business needs strategies and goals; developed effective websites and solutions
  • Led & Managed admin staff, web developers, content writers, and web administrators


Achievements:

  • Enabled business growth to serve more than 10,000 users by designing, developing, and successfully launching country’s first online fast food delivery portal
  • Designed and implemented call center process to better handle customer inquiries internally and ran several process optimization workshops for external clients
  • Designed performance/traffic reports for identifying improvement areas and SEO.
  • Designed, established partnerships/campaigns with local sites to promote site content and increase traffic from targeted consumer sectors

Application Support Analyst 

Shoppers Drug Mart
20022003

Shoppers Drug Mart Corporation is a Canadian retail pharmacy chain based . It has more than 1,253 stores operating under the names Shoppers Drug Mart in nine provinces and two territories and Pharmaprix in Quebec.

The central support team is responsible for incident management across all locations covering pharmacy, merchandising, point of sale, and the outlets overall connectivity and infrastructure. 

Achievements:

  • Identified and addressed technical/training issues (Tier 2) for 1200 retail outlets and over 1000 corporate users
  • Escalation of high severity IT incidents, involved in coordinated recovery of services
  • Participated in a project to standardize and update all documentation for IT support processes in the point of sale, and merchandising systems
  • Awarded for Performer of the month and Most Valuable resource within the central support IT desk

Control Desk Specialist 

Rogers Communications
20012002

Rogers Communications Inc. is a Canadian communications and media company. It operates particularly in the field of wireless communications, cable television, telephone, and Internet connectivity. 

Achievements:

  • Supportted Rogers High Speed cable internet client base with escalated Internet related configuration and troubleshooting while consistently exceeding individual monthly performance objectives including, call quality, call handle time and customer satisfaction

Education

CS, Computer Programming & Analysis with a Database Design Specialist

Seneca College for Applied Sciences
19982001

Courses & Certifications 

  • Six Sigma - Process Improvement workshops using Dmaic methodologies
  • ITIL Foundation
  • Finance for Decision Makers
  • Budgeting and Forecasting for Managers
  • Active leadership