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Summary

Future focused, technology leader motivated by continuous improvement. In the world of technology there is no such thing as perfection – only the pursuit of it. As the world evolves at an accelerated rate, innovation is the one thing that allows us to keep pace. The adoption of these technologies allows us to constantly become better. Businesses that realize this have a competitive advantage over their opposition. Adoption of innovation, although, can be challenging unless facilitated by recognizable benefits and engaging user experiences.

In any modern business, IT can no longer operate in a silo, it must be part of the fabric of the organization. I have spent the last 15 years at the forefront of technology, scaling high growth startups, and through that, honed my skills as business technology strategist. By working with business leaders, transforming the conversation from critical functions such as email, network and server uptime, to technology's role in each function of the organization as a catalyst for growth.

Work experience

20192020

Director, Business Technology and Integration

Carbon60 Networks

In January 2019, Carbon60 received a significant investment from MC Partners, a leading communications and IT services-focused private equity firm based in Boston, with the intent of making Carbon60 a leader in the Canadian managed services market through organic growth and strategic acquisitions. Shortly after, Carbon60 acquired Gossamer-Threads of Vancouver. My initial mandate was to lead the integration of the two organizations from a technical and operational perspective. After successfully completing the integration between Carbon60 and Gossamer-Threads, I took ownership of designing and building the Business Technology and Integration function in order to best position the organization for future acquisitions and integrations and support the accelerated growth trajectory of Carbon60.

Achievements

    • Completed migration of four legacy ticketing, and configuration management systems to a new Request Tracker ticketing system and a custom Configuration Management Database in 10 weeks, including data migration and standardization of processes, and training across Support, Operations, Sales and Finance teams. 
    • Lead the implementation of NetSuite as the standard ERP and Finance system of record for Carbon60, migrating from Intuit QuickBooks, and Solutions360 Q360
    • Standardized acquisition and integration process, reducing complexity, improving accountability and time to completion 
    • Lead the integration of Cirrus9, a cloud hosting provider based out of New Brunswick
    • Implemented standard suite of collaboration tools including Slack and Zoom to bridge the physical gap between distributed teams across Canada and remote staff globally. This resulted in improved communication, transparency and culture between all three offices and helped reduce travel costs.
    • Introduced Project Governance improving project planning, scoping, resourcing which in turn lead to greater transparency and accountability. 
    • Reduced the Leadership Team's weekly project status meetings from 2 hours to 30 minutes while improving visibility 

    Responsibilities

      • Overseeing all Integration projects at a program level
        Reporting and providing visibility to the Executive Team on Integration project porfolio
      • Coordinating integration activities across HR, Finance, Technology, Security, and Operations teams
      • Supporting growth of the business through technology and process standardization and continuous optimization
      • Managing Business Technology team budget and roadmap
      20182019

      VP, Growth Technology

      GetFresh Ventures

      Leading Growth Technology at GetFresh Ventures, I was responsible for developing technical solutions for portfolio clients while fostering trust, understanding, and knowledge.  Commencing with technical posture analysis, growth target assessment and modelling current-state and future-state scenarios, I developed strategic roadmaps to support transformation and scale across finance, marketing, sales and operations. 

      Achievements

        • Improved throughput for clients packaging/shipping operations by 300% through process optimization and shipping automation
        • Developed a standard set of tools to quickly bring clients "up to code" in today's hyper-collaborative environments to improve employee productivity, task management, project management reporting and visibility to accelerate the speed of business. This included training and adoption of best-of-breed productivity tools such as Office 365, G Suite, Slack, Slite, Trello, Asana, Jira, and Zoom
        • Provided real-time business insights to clients through built-in metrics from e-commerce platforms (WooCommerce, Shopify, WebFlow) and third party platforms such as Google Analytics, Glew.io, Metorik, and ShipStation allowing them to make quick, data driven decisions.
        • Assisted clients with data modeling improving data governance and quality of their data in order to support accurate analysis and reporting on their data
        • Aggregated historical and real-time data sets from multiple sources to a data lake platform (Keboola) to provide holistic business dashboards as well as bespoke deep dive reports 
        • Developed Standard Operating Procedures with clients to achieve efficiency, quality output and uniformity of performance, while reducing miscommunication and human error
        • Improved client e-commerce conversion rate by 100%+ through Conversion Rate Optimization techniques
        • Increased client traffic through SEO analysis and targeting, and improving SER

        Responsibilities

          • Responsible for Business Operations at GetFresh including Administration, Development, and Service Desk 
          • Managed teams responsible for business technology, service desk, product development, DevOps, data analysis and marketing technologies
          20162018

          Director, IT

          PayByPhone

          I joined the PayByPhone team at a critical inflection point in one of Vancouver's most recognized startups - when it was acquired by Volkswagen Financial Services. Reporting to the VP of Technology, my role as the Director of IT was to ensure PayByPhone was ready for rapid growth and global scale both as a product and business. I developed a Digital Transformation strategy supporting growth in all pillars of the business encompassing technology, people and processes. 

          Achievements

            • Rolled out Jira Service Desk and standardized service request process globally. Developed KPIs for service desk to monitor team performance and ensure the team ahead of the growth curve and able to provide consistent support within defined metrics
            • Implemented Scrum agile across the IT team to align efforts with Development team and better coordinate product releases. By doing so we reduced the IT team's backlog from 1800 to 300 requests in 12 weeks while instilling a process to ensure new requests were handled in an effective manner. This change allowed the team to move from operational fire-fighting to a focused delivery team
            • Key member of Data Mining project which involved modeling and migrating 20 years of PayByPhone's historical customer parking data from a legacy Oracle database onto a data lake platform in order to extract useful information such as customer parking trends and habits
            • Automated the Purchase Order process to ensure each request had the required information and approval gates before the PO was issued. This ensured requests were made within approved budgets and reduced overhead and errors from manual processing for the Finance team.
            • Worked with Customer Support and Client Management teams to standardize escalation procedures for clients to reduce support overhead for the Client Management team while ensuring a consistent experience for clients across the board
            • Implemented BambooHR (HRIS) to support the HR team to standardize and automate the hiring process allowing them to on-board and off-board staff quicker to support organizational growth globally. BambooHR also allowed us to automate IT on-boarding/off-boarding of users reducing overhead and errors.
            • Worked with the Project Management Office to implement portfolio roadmap tool and process to give the Senior Leadership Team long-term view of initiatives and real-time visibility to project performance
            • Implemented Slack as the company wide standard for communication and collaboration leveraging Slack's workflow integration capabilities to streamline infrastructure and application monitoring/alerting, change management, and incident response. 
            • Successfully completed PCI-DSS Level 1 certification while optimizing the evidence collection process to reduce the effort required for successive audits
            • Implemented OneLogin (Single Sign-On) to streamline access to business applications and improve security, reduce on-boarding time for users, and ensure a consistent user experience
            • Rolled out Duo Multi-Factor Authentication improving overall company security while maintaining a user-friendly login experience
            • Secured all corporate and personally owned mobile devices accessing company data using Duo Mobile Device Management
            • Upgraded the corporate network to Meraki which reduced administrative overhead of managing a global network, increase security and run a leaner support team
            • Standardized infrastructure and user hardware profiles to reduce costs, management overhead and improve support for remote offices and mobile workforce
            • Developed strategy to migrate the PayByPhone platform from vCenter to AWS to provide the scale necessary to support global expansion including data residency requirements of clients
            • Implemented a Incident Response process to provide clients, customers and staff better visibility during outages while ensuring effective handling of issues internally

            Responsibilities

            • Managing DevOps, Infrastructure, Service Desk, and Security & Compliance teams providing technical guidance and professional mentorship
            • Managing $1.5 million budget, ensuring technical roadmap and spend was aligned with business objectives
            • Working with the leadership team across the business understanding their needs and developing a IT strategy to address their challenges and enable their teams to be more effective.
            • Liaising with clients and customers and collecting feedback to improve the PayByPhone product and services
            • Responsible for security and compliance across all corporate and production PayByPhone systems
            • Ensuring all platform and security changes are approved and within the guidelines set by PCI-DSS
            • Communicating to internal and external stakeholders in the event of service impacting events
            20132016

            Senior Manager, Business Technology

            Vision Critical

            As a leader of the Business Technology team, my role was  to act as an advisor to the VP of Technology, and to develop and execute on a strategy leveraging technology to help improve the speed of business while maintaining business continuity. I led a global team of technologists delivering capabilities to realize the vision and mission of the Business Technology team and that of Vision Critical.

            Achievements

              • Lead member of the task force that executed a program of security initiatives to meet stringent compliance requirements within 6 months for for SOC2 Type 1 and an additional 6 months for SOC2 Type 2, in order to support Vision Critical's public readiness initiative
              • To support our SaaS business model, I architected an All Cloud Enterprise (ACE) infrastructure framework to reduce capital expenses on infrastructure by operationalizing our hardware expenses; ACE provided the added benefit of reducing administrative overhead by moving on-premise workloads to highly available XaaS platforms while elevating our user experience by allowing them to access their applications from any device at any time.
              • Designed our hybrid cloud network expanding vCenter, AWS and Azure.
              • Responsible for the team in charge of building, maintaining and optimizing our hybrid cloud hosting development and production workloads.
              • Developed KPIs to measure effectiveness of IT operations (ticket SLAs, build vs run, team capacity, velocity, planned vs actual completion, etc). Notable improvements include improving our build vs run ratio from 40/60 to 70/30 and increasing end user satisfaction from 70% to >90%.
              • Hired staff in EMEA, APAC and NA East to establish a follow-the-sun operational model and provide around the clock coverage 
              • Established a hybrid waterfall/agile project framework that allowed us to effectively deliver projects with <20% schedule and budget variance
              • Executed and delivered on a $2 million roadmap for a transformation initiative to increase employee productivity and operational efficiency
              • Introduced the Business Technology "First Release" program which engaged technical enthusiasts in the business before rolling out new applications and features and allowed us to extensively test while at the same time increase adoption
              • Because of our continuous and rapidly changing environment I established a communication framework to effectively connect with staff for everything from product releases to maintenance windows, which helped increase user adoption and awareness, and reduce organizational change fatigue
              • Instated an incident management procedure to ensure accountability and proper handling of incidents of varying severity. This included communication procedures for executives, users and the team to manage expectations and increase operational efficiency
              • Defined and standardized the onboarding workflow for new applications from procurement to rollout, ensuring each met our security and support requirements while reducing the number of unsupported applications in our environment
              • Established a new hire onboarding process to improve the employee experience, and minimize the time it took for new staff to become effective members of the business
              • 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

              Responsibilities

              • 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
              • Responsible for managing and providing personal, technical and operational mentorship to a globally distributed team executing on projects (build) and operations (run)
              • Identifying and defining improvements to infrastructure systems for information flow and performance, and establishing feasibility and priorities for these improvements
              • Work with the Business Operations team aligning technology with business processes and continuous end user training
              • Working with the Procurement team on vendor management, contract negotiation and license management
              • Liaise with other departments within the organization on business process analysis and solutioning 

               

              20102013

              Senior Systems Administrator

              Vision Critical

              As a Systems Administrator at Vision Critical my mandate was to manage operations for Vision Critical's global infrastructure, including storage, servers and networks. As the senior member of the team I served as an escalation point for other team members to whom I also provided mentorship and training.

              Achievements

              • Converted Vision Critical's server infrastructure from 40% virtual to 99% virtual improving uptime SLAs while reducing operations,  cost, administrative overhead and deployment time for new initiatives
              • To support our global user base and ensure 24/7 operation I justified the business case to migrate from a single node Exchange 2007 server to a highly available, multi-site Exchange 2010 cluster 
              • Consolidated server infrastructure from 4 branch offices (Toronto, Sydney, San Francisco, London) to our Vancouver datacenter. I redesigned our network architecture using WAN accelerators to mitigate any performance impact and in turn improve overall user experience. Consolidating our infrastructure reduced cost, and increased availability and operational efficiency
              • To support Vision Critical's rapid growth I standardized branch office architecture so it could be easily duplicated for each new office setup
              • Managed and executed multiple office moves and additions, from the ground up establishing a standard procedure to template and use for future office relocations. I set the gold standard by which the success of each relocation thereafter would be measured. 
              • To support our millennial staff and demand for device selection, I implemented a multi-platform device management solution giving our users the ability to use the device of their choice while giving the business the confidence that our data was safe
              • Installed and managed multiple SAN appliance platforms: Netapp, EqualLogic, Clariion, EMC VNX, Nimble, Data Domain
              • Designed, implemented and tested a disaster recovery system to meet Vision Critical’s stringent requirements (0 sec RPO, 15 min RTO)
              • Played a key role in managing the relocation of our head office and datacenter which we successfully executed over a weekend with <15 minutes downtime for email and <1 hour for other critical business systems
              • Created the business case for our first major step into the cloud by moving our most critical system, Exchange, to Office 365. I planned, designed, and managed the end to end migration of 900 mailboxes with minimal impact to end users

              Responsibilities

              • Ensure the 24/7 uptime and availability of mission critical business applications
              • Designing, installing, configuring, administering, monitoring and maintaining all business systems
              • Leading helpdesk operations supporting 1000 global staff in offices and remote workers
              • Managing projects from design to implementation ensuring requirements were delivered on schedule and budget

               

              20072011

              Founder, Management Consultant

              nConnect Consulting

              I started nConnect Consulting when I realized my innate desire to propel businesses using innovation and technology. I could use my expertise as a technology evangelist and productivity specialist to help businesses solve problems, and gain a competitive edge.

              Achievements

              • Migrated clients from on-premise infrastructure to fully cloud based platforms (Microsoft BPOS/O365, Google Apps, Dropbox, Box, etc) reducing TCO and improving their ability to work without the confines of their offices
              • Designed and led the modernization of a private K-12 institution from on-premise infrastructure to Google Apps for Education for 700 staff and students, including regular training for staff on how to leverage education specific features of the platform
              • Setup a hybrid cloud using Office 365 and Windows Server branch caching for a Vancouver based pharmaceutical company with offices in the US and France. 
              • Implemented a multi-homed Exchange solution for an NPO based out of Langley 
              • Expanded client base to include Vancouver, Edmonton and Calgary
              • Grew from starting capital of $5K to $350K with 3 consultants on staff

              Responsibilities

              • Responsible for managing client relations and new business
              • Managed, mentored and trained other members of the team
              • Handled all project proposals, budgets, and resource scheduling

              20062008

              Senior Systems Administrator

              Active Network

              The Active Network is a SaaS company specializing in sports registration software. During my time as Systems Administrator at the Active Network I was able to apply the knowledge acquired through my education and training to real world business problems. I quickly elevated from Junior Sysadmin to Senior while under the mentorship of other senior members of the team.

              Achievements

              • Implemented an enterprise grade antivirus across all systems as a corporate standard to improve security against virus and malware
              • Installed and rolled out BES5 and BlackBerry corporate devices to IT and Management. As part of the rollout I also held training sessions for users to get the most out of their new devices
              • Designed, implemented a solution that allowed full time remote staff to work from home as if they were in the office with full network connectivity including Cisco VoIP deskphone and softphone 
              • Installed EMC Clariion AX100 as our storage platform for our virtualization initiative
              • Led implementation of two corporate mergers, amalgamating company technologies including network, Active Directory, Exchange and Cisco Call Manager

              Responsibilities

              • Reported to the Manager of IS and Director of IT
              • Supported both corporate infrastructure as well as our SaaS platform
              • Identify current and future requirements to support business growth and maintain competitive advantage

              Education & Training

              2015

              Vision Critical Leadership Program

              Mosaic People Development
              2014

              Kwela Leadership Development

              Kwela Leadership and Talent Management
              2013

              Microsoft Certified IT Professional

              Microsoft
              20042006

              Bachelor of Applied Technology, Information Systems

              SAIT
              20022004

              Network Systems Technician Diploma

              BCIT