IT Project Manager
Government of Canada, National Defence
Total des années d'expérience :24 years, 11 Mois
• Implemented effective operational assurance documents with a focus on defining standard intervals of critical milestones and outlining roles and responsibilities for Government of CANADA (GC) and National Defence (DND) LAN and WAN DATA migration projects.
• Supported project activities by developing and regularly updating project plans, monitoring and controlling expenditures and managing change requests
• Provided project control support, as well as cost analysis and cost reconciliations through data collection, validation, analysis and financial reporting
• Tracked WBS project deliverables using teamwork team collaboration tools
• Analyze and synthesize system log to identify problem patterns, perform research and make recommendations to improve the reliability and maintainability of various systems that includes CPIC, Secure Cisco Voice Tele Conference (VTC), secure enclave networks, legacy and Avaya IP telephones, voice mail servers.
• Assess information and provide operational support in a multi-system environment to meet managerial and operational requirements for plans, policies and budgetary needs.
• Liaise with other government agencies both national and international in the exchange of information, techniques and/or analysis and develop and maintain contacts in various technologies and all related areas.
• Develop, evaluate, test and execute new technologies responsible for providing 24/7 first and second tier management and support for various units.
• Implement new products or make upgrades in a network operating system environment by determining the feasibility, the cost/benefit, assessing the impact on all clients.
• Scrutinize performance of the computing and telecommunications infrastructure, acknowledge problem patterns and make recommendations to improve the reliability, maintainability and security of the mission-critical infrastructure.
• Provide SME support and resolve complex problems/issues/service contracts by researching, analyzing, collaborating and providing advice, or liaising with other resources and provide direct input for technical and operational plans in close consultation and cooperation with other government agencies and internal clients
• Define and document the global standard KPIs, reporting and key controls for the service level management process
• Develop and institute multiple service-specific SLAs. Also manage and monitor the results of the services to ensure internal and external SLA's are met
• Provided technical support in the design, build, deployment, maintenance of the Telecom System and Server environments
• Provided remote or onsite technical assistance to active enterprise clients with their Cisco/Avaya Communications Manager, Telepresence, Voice Gateways, Border Elements, VoIP troubleshooting tools, Cisco Routers and Cisco Switches troubleshooting requests.
• Managed the evolution of existing IT environment, by implementing upgrades, enhancements, additional system functionality, problem correction, reliability, and maintainability
• Performed and maintained documentation for the audit, design, build, test, release and implementation of all the components under the Telecom and VoIP systems
• Collaborated with other ITS teams to select, deploy and utilize appropriate tools for management reporting and optimizing Unified Communications traffic on the network
• Collaborated with Client Service Desk and Field Services teams to resolve and troubleshoot tickets and mitigate end user issues
• Acted as a technical resource to IT units to ensure that the desktop and mobile architectures meets business needs
• Organized and held weekly Project Status Meetings with all Members of the Building Staff and IT Team
• Maintained effective and open communication through a series of actions, either face to face or over the telephone to keep Technical Support Staff aware of technology developments;
• Delivered expertise in business process analysis, IT research & development, project management and system design to represents SMB, B2B Client.
• Ensured compliance with IT Services Contract Management, service level agreement (SLA) and Legal contract
• Managed VoIP Access Network for both Wholesale and Retail Platform and ensured the integrity and operation of the overall network with optimal network performance through monitoring of traffic, performance, and network configuration and acted as a single point of escalation for any unsolved issues.
• Designed, deployed and maintained Primetel’s core VoIP application architecture, IVR/Voice recorder Platform, system trunk lines -T1/PRI(s), SIP trunk, voice gateways besides exposure to IP Routing that includes LAN switches (core, distribution and access), VPN, VLAN, WAN routers and firewalls.
• Involved directly in coaching, mentoring, guiding and building VoIP Engineering Specialist Team to obtain higher levels of team performance & work excellence.
• Provided hardware/software upgrade support, systems administration and management of voice-related systems besides providing solutions to complex problems and maintained technical documentation (voice/network diagrams etc.)
• Implemented NMS using Nagios and Cacti for all critical services and servers.
• Provided customer/vendor liaison role for day-to-day support activities and/or critical telecommunications functions
• Monitored and identified capacity and performance issues for traffic to ensure continued, uninterrupted operation of VoIP Communications systems
• Conducted telephony audits as required
• Provided backup assistance to other members of the Telecommunications team, as required
• Managed VoIP Access Network for both Wholesale and Retail Platform and ensured the integrity and operation of the overall network with optimal network performance through monitoring of traffic, performance, and network configuration and acted as a single point of escalation for any unsolved issues.
• Performed traffic control engineering, QoS, VoIP Billing management, Tariff Management, Call routing, Bandwidth Management for VOIP Systems
• Troubleshoot Dial-Plan, IVR, inbound/outbound call flow issues from start to finish by analyzing component logs(ASR, ACD) and alarm messages
• Reproduction and implementation of UC system in a lab/QA environment and production
• Provided advice and guidance to ITS team in support of the Unified Communications environment
• Participated in Data Center disaster recovery operations
• Served as the initial point of contact for resolution and escalation of desktop/workgroup related problems in LAN/WAN environment
• Consulted, designed, provided technical support and installed large data networks for corporate Clients
• Performed an entire network upgrade from NT to Windows 2000, including end user stations as well as servers. Responsibilities include installation and hardware support for IBM rack servers, support for existing HP servers and workstations on hardware and software. Maintenance and administration of server upgrades and all aspects of network rollout.
• Successfully completed ADSL Internet Multimedia and Cable Projects as one of the regional team leader
Routing,Switching,Microsoft Active Directory,VoIP,Mobile 3G
Business Administration,Taxation,Project Management