SUMMARY:

• An accomplished IT professional with 15+ years diversified experience within the Information Technology industry. I have led and participated in large - scale projects within the public and private sectors for a variety of industries including; Transportation, Higher Education, Government, Healthcare, Environmental, Waste Management, Web, ecommerce, Banking, Telecommunications, Pharmaceutical, Transportation and Manufacturing.
• Expertise in Strategic Planning, Business Process Re-engineering, CRM, Project Management, Business and Technical Requirements Gathering & Documentation, Business and Technical Analysis, JAD Facilitation, Functional Requirements Specification, Use Cases, Gap Analysis, Options Analysis, Feasibility Studies, Business Case Development, Stakeholder Management, Vendor Management, Contact/Call Centre/Data Centre/Infrastructure Assessments, ERP Implementations, Process/Workflow Design, Document/Content Management, Procurement, RFI/RFP Development, Contract Negotiations, SLA Development, End-User Training, Quality Assurance/Testing and Implementation

TECHNICAL SKILLS:

• Telecommunication Systems (Voice/Data)
• IVR
• Voice Recognition
• Bell Centrex
• AVST Voicemail
• Servers
• Nortel CCMIS
• Audiolog
• MS Dynamics
• BMC Footprint
• UNIX
• Oracle
• NT
• Proficient in Microsoft packages including MS Windows
• MS Project 2007
• MS Access/Query
• MS Word
• Excel
• PowerPoint
• Visio
• XML
• HTML
• UML
• Rationale Tools
• RUP Methodology
• AGILE Methodology
• SDLC
• Use Cases
• MS SharePoint
• Rational Rose
• Power Designer
• HL7 V2 and V3 Messaging
• SNOMED
• SAP
• Zachman
• SOA
• InteGREAT Requirements Management Tool

PROFESSIONAL EXPERIENCE:

Confidential

Senior Business Analyst / Consultant

Responsibilities:

• Member of PMO and Lead Business Analyst responsible for managing IT projects within TTC’s Contact Centers (Internal Help Desk, Wheel-Trans Contact Center and Customer Service Contact Center)
• Led the Business Analysis efforts to define and document the business requirements for Customer Service projects including the TTC Customer Information IVR application, Employee Absence Notification System, Hostel Contact Center Migration Project, HR Employee Benefits/Pension IVR System, Web Content Management System, Human Rights Voice Recognition Transcription System and MS Dynamics CRM.
• Participated with the development of an RFP to source a Hosted Contact Center vendor to Migrate TTC’s on Premise Contact Centers to a Hosted environment
• Managed and led cross functional business teams and conducted JAD sessions to gather business, technical and non-functional requirements
• Defined and mapped and business processes (‘as-is’ / ‘to-be’ states) and performed gap analysis
• Perform business analysis and create business process flows, call routing and call flow diagrams
• Prepared project documents using MS Office Tools (Word, Excel, PowerPoint, Visio and MS Project)
• Managed Business Requirements using InteGREAT Requirements Management Tool
• Prepared project artifacts such as Opportunity Assessments/Business Cases, Project Charters, Master Project Plans, Project Plans, Project Change Requests RFI/RFP’s, Business Requirements, Functional and Non-Functional Requirements, Test Plans, Communication Plans, Implementation Plan, User Guides, and Support Document
• Managed project documentation, reviews, approvals and sign-offs using MS SharePoint Tool & Repository
• Organized project meetings, prepared meeting minutes and Steering Committee Updates and Presentations as required
• Worked closely with Director PMO, Project Sponsors/Stakeholders, Project Manager, Technical Lead, Enterprise Architecture team, IT Services Staff, Business Partners and Vendors on Project Delivery
• Manage project deliverables from inception through implementation

Confidential

Senior Business Analyst / Consultant (Contract)

Responsibilities:

• Led the business analysis efforts to define and document the business requirements and associated business processes for a Customer Service CRM solution for the Confidential and its 98 branches
• Worked with a cross section of Subject Matter Experts and stakeholders to define the ‘as is’ and ‘to be’ states for multi-channel services such as Web site, In Person, Virtual Reference Desk/Chat, E-Mail, Telephone, Social Media (Facebook, Twitter, Blogs etc.)
• Developed current and future state business process flowcharts
• Conducted a market survey /environmental scan of the current systems and solutions available within the marketplace to recommend potential solutions
• Reviewed and defined policy implications (MFIPPA, Privacy & Records Management, AODA, Customer Service, On-Line Social Media, and Rules of Conduct etc.)
• Assessed business processes related to Footprints Inventory Management and Ticketing system
• Produced a final report to inform an RFP process and Senior Management decision making process

Senior Business Analyst / Consultant (Contract)

Confidential

Responsibilities:

• Led the Business Analysis efforts to define and document the business requirements for an EIS Advancement Management System solution to support a multi-billion-dollar campaign for the Confidential
• Worked with over 220 disbursed stakeholders (Management & Subject Matter Experts) to define and document the requirements for a CRM solution to support business areas such as; Campaign Management, Major Gifts, Principal Gifts, Prospect Management, Annual Gifts, Gift Planning, Corporate and Foundation Relations, Alumni Relations Management, Volunteer Management, Gift Administration, Stewardship, Advancement Research, Biographic Records Management, Events Management and Communications
• Identified and documented the integration requirements for systems such as (Contact Management, On-Line Donations, Call Center Management, Document Management (OpenText), Student Information System, Financial Information System (SAP), Human Resources Information System and Data Warehouse)
• Developed current and future state Business Process Flowcharts and models
• Conducted gap analysis and led discussions to gathered requirements for customizations
• Defined data requirements, structures and processes
• Defined dashboard requirements
• Provided cost estimates as required and provided input into current and future funding requirements
• Developed an RFP and participate in the vendor evaluation and selection process for a solution provider
• Participated in the creation and implementation of an Electronic RFP Evaluation Lab which won the U of T Excellence through Innovation Award for 2011
• Worked with solution provider to develop Design documents
• Obtain approvals and signoffs on project documents
• Worked with business users to create use cases/test cases
• Participated in Data and Process validation (testing) activities and manage reported defects/issues to resolution
• Participated in the development of a SharePoint Governance Plan (sub project)
• Conducted JAD sessions for SharePoint requirements gathering with business users

Senior Business Analyst / Consultant (Contract)

Confidential

Responsibilities:

• As lead Business Analyst, worked with 23 ministries and key stakeholders to define the business and technical requirement for a solution to capture Aboriginal Expenditures within the Confidential (MAA)
• Defined and documented the ‘as-is’ and ‘to-be’ states
• Planned, coordinated and led JAD workshops with business groups to facilitate business requirements gathering
• Conducted gap analysis to determine fit for MAA
• Developed an Options paper with recommended solutions
• Presented options to Senior management (ADM and key stakeholders) for approval
• Managed stakeholder relationships throughout the project life cycle
• Provided weekly project status updates on deliverables

Business / Consultant (Contract)

Confidential

Responsibilities:

• Lead Business Analyst ( Subject Matter Expert) for Confidential ’s Blue Box Recycling and Municipal Hazardous and Special Waste programs
• Defined and documented the ‘as-is’ and ‘to-be’ states for an SAP Enterprise Information System (EIS) solution.
• Reviewed technical design and solution documents
• Components included Customer Relationship Management (CRM), Steward Web Registration, Steward Reporting, Material Management (Logistics), Data Warehousing (BI), Financials and Enterprise Portal
• Worked with key stakeholders to define and document the business and technical requirements for the Internet/Intranet solution
• Planned, coordinated and led JAD workshops to facilitate business requirements gathering
• Conducted feasibility study and gap analysis to determine fit for SO’s organization (people, process, technology, partners)
• Identified and developed new business processes and systems to support SO’s new organization
• Participated in the development of an Enterprise Blueprint
• Defined data structures and processes
• Defined customization requirements
• Defined and documented the business integration requirements to support all public facing websites (StewardshipOntario.ca, Dowhatyoucan.ca, RecyclersNetwork.ca, BlueboxOntario.ca)
• Participated in the development of an RFI/RFP and vendor selection process for a COTS EIS solution
• Participated in development of the business case to fund the solution
• Worked with SAP technical experts to configure the solution based on documented business requirements and processes
• Defined and documented (manual and automated) data conversion strategies for legacy systems data
• Defined and documented test strategies and plans for Web Registration, CRM/(Case Mgmt.), Steward Reporting and Customer Portal processes
• Managed stakeholder relationship
• Adhered to Government of Ontario Regulations 273/02, 542 (Waste Diversion Act), 347 (Environmental Protection Act)
• Provided weekly project status updates on deliverables

Senior Business Analyst/Consultant (Contract)

Confidential

Responsibilities:

• Worked with multiple business units such as Licensing Enforcement, Waste Enforcement, District Enforcement and Animal Services to document system Use Cases for the Confidential ML&S Division
• Defined the ‘as-is’ and ‘to-be’ states for an enterprise Case Management System
• Reviewed technical design and solution documents
• Conducted gap analysis with the business units to determine the business and technical requirements for migrating the Waste Enforcement System to a new system
• Planned, coordinated and conducted stakeholder workshops/JAD sessions with business representatives and subject matter experts to define and document the business requirements for an enterprise Case Management System
• Worked with the development team to determine work efforts and estimates as required
• Developed a UAT strategy/plan for migrating the Waste Enforcement System to a new system
• Developed a training strategy for the Waste Enforcement migration
• Provided weekly project status to Senior Management

Business Analyst / Consultant (Contract)

Confidential

Responsibilities:

• Defined and documented the business and technical requirements for a Provincial eHealth Portal that supports Patients, Providers and Consumers electronic health records
• Planned, coordinated and conducted stakeholder workshops/JAD sessions with business representatives and subject matter experts to define and document the business requirements
• Contributed to multiple strategies to increase portal participation, enrollment and registration of users
• Worked closely with the Architecture, Privacy and Policy groups to ensure the use of Client Health Information (PHI) adheres to PHIPA standards
• Provided cost estimates as required and provided input into MB20 funding requirements
• Worked closely with Outreach organizations (e.g. Heart and Stoke Foundation) to identify Client training models and approaches
• Participated in the development of marketing material, tool kits and messaging to drive usage on the Portal
• Obtained sign-offs and approval on project artifacts and documentation
• Provided status updates and presentations to Management as required

Senior Business / Systems Analyst (Contract)

Confidential

Responsibilities:

• Worked with participating organizations such as Community Support Service Providers (CSS), Mental Health & Addiction Centers (CMHA), Community Care Access Centers (CCAC), Hospitals, Local Health Integrated Networks (LHIN), Smart Systems for Health (SSHA) and the Ministry of Health and Long-Term Care to define the business and technical requirements for a web based eReferrals and Access Tracking solution (EHR)
• Conducted environmental scan with participating organizations to understand and document the ‘as-is’ and ‘to-be’ business processes
• Assessed project assumptions, practices and quality of solutions
• Coordinated and conducted stakeholder workshops (JAD sessions) with cross-ministry business and technical representatives and subject matter experts to define business requirements
• Developed and finalized project artifacts such as; business requirements, non-functional requirements, functional requirements, data requirements, security requirements and project gating process documents
• Reviewed technical design and solution documents
• Incorporated data standards and nomenclature into requirements to ensure the proper use of information (HL7 messaging V2 and V3)
• Developed training requirements and user guides and train business users as required
• Participated in project solution design sessions and reviews as required
• Developed business and user acceptance test strategy documents including test plan, cases and scenarios
• Assisted in the identification of test scope and the development of test scripts
• Identified and prepared test data to ensure the correct scenarios are tested
• Analyzed, validated and reported on test results
• Identified, monitored and validated defect fixes
• Participated in Go-Live activities including validation of new code in Production prior to release to end users.
• Developed procedures, processes and templates to support UAT projects and programs
• Conducted business and user acceptance testing
• Obtained signoffs on project documents (Business and Functional Requirements, Test Plan etc.).

Business Analyst / Consultant (Contract)

Confidential

Responsibilities:

• Supported the analysis and documentation of the business processes and requirements within the Confidential to identify and recommend improvements.
• Worked with the Social Services I&IT Cluster, regional and head office representatives to define and document the ‘As-Is’ business processes and workflows for the provincial SDMT system.
• Planned, coordinated and led stakeholder workshops/JAD sessions with business representatives and subject matter experts
• Conducted interviews and workshops with business unit managers and subject matter experts to define and document the Social Services Head Office business processes and workflows.
• Captured and documented current issues regarding Social Assistance Program Delivery.
• Developed and mapped current workflows and business processes for SDMT using MS Visio and Power Designer tools.
• Coordinated and conducted stakeholder review workshops with the regional offices of the Confidential .
• Obtained stakeholder approval and sign-off on documented business processes and workflows.

Senior Business Analyst (Contract)

Confidential

Responsibilities:

• Worked with the Ministry of Health & Long Term Care (MOHLTC) and Ministry of Health Promotions (MHP) representatives to define and document the business requirements for a Web Based application to support Public Health Inspections and the Smoke Free Ontario Legislation (May 31, 2006) Act.
• Supported the analysis and documentation of the business processes and requirements of the various programs within the Public Health Division to identify and recommend business process improvements, enhancements, functionality and approaches which address program/activity gaps and issues in order to ensure the diverse public health data and business needs of the Public Health Division are met through the Public Health Inspection Information System (PHIIS) and/or other applicable information systems.
• Interfaced with third party software vendor on issues management and testing of web application as required.
• Reviewed technical design and solution documents
• Assessed project assumptions, practices and quality of solutions
• Participated on working groups of managers, health inspectors, representatives from Health Units and other Division professionals and stakeholders (including MHP) to define and document needs, facilitate processes and problem resolution.
• Worked closely with Business Analyst, Ministry of Health Promotion, HSCI&IT teams, and other relevant stakeholders to determine and define training requirements
• Developed training resource materials and user documentation as required.
• Developed business and user acceptance test strategy documents including test plan, cases and scenarios
• Assisted with the identification of test scope and the development of test scripts.
• Analyzed, validated and reported on test results.
• Identified, monitored and validated defects and fixes.
• Participated in Go-Live activities including validation of new code into Production prior to release to end users.
• Developed procedures, processes and templates to support UAT projects and programs
• Conducted business and user acceptance testing
• Obtained signoffs on project documents (Business Requirements, Test, Plan etc.)
• Adhered to OPS standards, guidelines and approval processes

Senior Business Consultant

Confidential

Responsibilities:

• Provided business and technical analysis, documentation and support to a variety of clients

Senior Business Analyst (Contract)

Confidential

Responsibilities:

• Analyzed cluster data associated with the iSERV data Center and collected additional information details from clusters in support of the strategy development
• Reviewed network architecture/design/service documentation and recommended network requirements to support the consolidation strategy
• Reviewed storage/backup architecture/design/service documentation and recommended storage/backup requirements to support the consolidation strategy
• Reviewed available data Center operational models and recommended operational models to support the consolidation strategy
• Reviewed and recommended various service options for the data Center consolidation strategy
• Produced final business case
• Produced final Data Center Consolidation Strategy document
• Developed a model for tracking financials and savings related to the Data Center Consolidation
• Created a baseline of current Data Center costs based on available inventory information in alignment with current OPS initiatives
• Created future cost models and expected savings and provided input into MB20 funding process
• Developed transition plan
• Adhered to Ontario Public Service policies, standards, guidelines and approval processes

Senior Business/ System Analyst

Confidential

Responsibilities:

• Worked with a diverse healthcare client base (doctors, hospitals, laboratories, pharmacies, public health, CCACs) to deliver leading-edge integrated connectivity solutions for SSHA’s eHealth infrastructure products and projects
• Led the business requirements gathering process for conducting technology assessments, feasibilities, design and development for SSHA’s infrastructure products and services (Secure Hosting, Network Connectivity, Portal Services, Secure Email, Registration Services, Contact Center, Electronic Health Record, Standards Management and Privacy and Security)
• Documented business and technical requirements, developed use cases, defined business models, defined business processes and test plans as required
• Analyzed business and technical requirements, assessed impacts, conducted gap analysis and worked through scenarios and options for presentation to Management and Stakeholders
• Conducted user walkthroughs and obtained signoffs on project documents (Business and Technical Requirements, Test Plan etc.)
• Developed business cases and cost benefit analysis as required
• Assessed project assumptions, practices and quality of solutions
• Reviewed technical design and solution documents
• Worked with various client groups, legal and contract management, using established templates to define the business requirements to support RFI/RFP procurement processes
• Developed vendor/supplier evaluation criteria and respond to supplier inquiries as required
• Developed and presented recommendations to senior management
• Developed and delivered Proof of Concept test results documentation to Service Delivery team to support production environment
• Worked with the Project Management Office (PMO) to develop Statement of Work (SOW) as required
• Adhered to the policies and procedures of the Government of Ontario with respect to information technology, business case development, project approvals (Gating, MB20, FIPPA, PHIPA, Information Management etc.)

Senior Business Analyst / Consultant (Contract)

Confidential

Responsibilities:

• Developed a strategy for a Wait Time Information Management System (WTIS) for the Province of Ontario to support surgical procedures
• Worked with stakeholders/business representatives from existing registries (Cancer Care Ontario, Cardiac Care Network, Ontario Joint Replacement Registry, Kingston General Hospital and Saskatchewan Surgical Care Network, eHealth council) to define and document the ‘as-is’ and ‘to-be’ business processes
• Conducted environmental scan to assess Wait Time systems that are available in Ontario and other jurisdictions
• Documented the ‘to-be’ business processes/work flows by creating Use Cases to define user/system interactions
• Led JAD sessions/workshops with stakeholders to identify, gather and document business requirements
• Conducted detailed business analysis to identify gaps with existing solutions
• Obtained sign-off/approval on business requirements documents, ensuring accuracy by confirming requirements with stakeholders
• Provided input into the development of a business case
• Delivered a set of requirements to be used as part of a procurement (RFP) process for a Provincial Wait Time System
• Provided guidance and mentoring to 5 Business Analysts/Consultants
• Provided status reports and presentations as required
• Participated with the development and presentation of a final recommendation/options report
• Adhered to Ontario Public Service standards, guidelines and approval policies and procedures

Senior Business Analyst (Contract)

Confidential

Responsibilities:

• Defined, gathered and documented business and technical requirements to support Honda Canada’s dealer applications
• Conducted JAD sessions/workshops with business users to elicit business requirements
• Developed Service Level Agreements (SLA) between IT, internal business owners and external vendors to facilitate daily operational IT support
• Streamlined internal Helpdesk procedures/processes to increase efficiency and productivity
• Developed project plans, cost estimates and resourcing requirements as required
• Managed User Acceptance Testing (UAT) plans for assigned projects (test cases, scenarios)

Senior Consultant/ Business Analyst (Contract)

Confidential

Responsibilities:

• Overall responsibility for developing a Communication Strategy and plan to support the rollout of Windows 2000/Active Directory across several lines of business including stakeholder needs, tools, products, key messages, timing, opportunities and risks
• Lead the communications meetings to identify and analyze stakeholders requirements
• Provided guidance, advise, recommendations and support on communications related to the Windows 2000 rollout to internal/external stakeholders
• Developed content/updates for the CIBC bilingual website, obtained appropriate signoffs and managed the technical development of the website to project close
• Coordinated, designed and deployed top-down, ongoing communications throughout the lifecycle of the Windows 2000 project, using appropriate mediums, as required.
• Facilitated weekly communication to all V.P.’s, Directors, Project Steering Committee, Business Council, Managers and End Users regarding the project’s progress and activities.
• Prepared content for updates to CIBC’s Intranet web sites and other specific communication as required.
• Worked with technical team to determine departmental and application impacts
• Gathered, documented and obtained signoffs on the Windows 2000 business and Technical requirements.
• Researched and presented training options (CBT, classroom) for the Windows 2000 rollout project
• Developed and delivered Windows 2000 training to the internal training department (train the trainer).
• Conducted environmental scan/survey to identify applications on desktops for the WIN2K migration.
• Coordinated Pilot and User Acceptance Testing activities across a number of departments.
• Managed the project communications budget.

Senior Business Analyst

Confidential

Responsibilities:

• Responsible for the development of an Ontario Public Service (OPS) Mobile Solutions Strategy.
• Consulted with multiple ministries and stakeholders to define, gather and document business and technical requirements.
• Conducted JAD workshops to elicit business requirements.
• Developed survey & conducted an environmental scan to identify Mobile Solutions currently deployed within the OPS.
• Developed an intranet website used as a communications medium to support the Mobile Solutions Strategy project. This website detailed the current (‘as-is’) environment), organizational/operational challenges, lessons learned and best practices guidelines for mobile solutions
• Provided Senior Management and Stakeholders (CIO, ADMs, Project Steering Committee and Business and Program Working Area groups with weekly project status updates.
• Received project team award in the category of ‘Partnership & Collaboration’ for the Mobile Solutions Strategy project
• Adhered to Ontario Public Service standards, guidelines and approval policies and procedures