Senior IT Project Manager
Thomson Reuters - Other Locations
Total years of experience :13 years, 4 Months
-Led the Service Management Merger and Acquisition (M&A) plan for two acquisitions valued at a combined $1.1 billion; 600+ employee AI-powered SaaS companies into TR.
-Attained 20% SLA improvement (MTTA, MTTM, & MTTR), analyzed opportunities for NPS and CSAT enhancements, built real-time dashboards, and optimized the Zendesk/ServiceNow ticketing integration.
-Sustained Apdex score growth from 0.95 to 0.98 in 8 months by tackling NFR-related slowdowns, deploying DevOps CI/CD pipelines, improving app observability with NewRelic/Datadog, and collaborating on scalability testing with Product Engineering.
-Organized workshops with 90+ attendees to promote ServiceNow adoption among Customer Support, Dev/Product Engineers, and ServiceOps Teams.
-Managed a team of +20 Software, QA Engineers and DBAs to fix 2M transactions in the PROD environment
-Led a high-visibility software upgrade across 8 countries with strict regulations and C-Suite attention.
-Developed multi-year roadmaps for a company-wide Cloud transformation program using data and customer initiatives across 10 countries.
-Translated data analysis and metrics into actionable insights for technical and non-technical stakeholders
-Documented processes and user stories in Jira and Confluence, coordinating release schedules.
-Spearheaded a business unit with a 7X YoY increased revenue from $179K to $1.3M in 13 months.
-Responsible for the digital production of American Express Ads with a yearly budget of more than $3MM
-Led a cross-functional team of 10 people including Project Managers, Developers, Digital Artists and Quality Control Experts.
-Built Project Management Office (PMO) from the ground up. Worked closely with account business leaders to create a strong matrix environment
-Defined PMO structure, implemented processes and procedures that led to defining the programs and projects governance framework. Worked with New York, London and Montreal offices to select best tools and programs for revenue phasing and forecast, budget allocation, schedules and resource utilization
-Improved the business model while managing a yearly budget of CAD +1MM;
fostered client relationships and acted as a trusted advisor for clients
-Planned and deployed +12 complex global net new Above The Line (ATL) and Below The Line (BTL) campaigns. Managed the entire project lifecycle from ideation to go-to-market execution, with budgets ranging from $150K - $3MM
-Implemented the use of Scrum Agile methodology to enhance communication and project reporting that facilitated a problem-solving and project collaboration environment with cross-functional teams
-Designed analytical frameworks considering customer behaviour, product offering and existing market scenarios to formulate go-to-market strategies for top brands in transportation, stock and consumer sectors
-Analyzed Profit & Loss (P&L) reports and performance metrics to track business performance.
-Developed a Shopify e-commerce platform from the ground up
-Oversaw all facets of the business, including online strategy, email marketing, SEO, display advertising, and analytics
-Managed order and delivery processes utilizing FedEx software
-Ensured alignment of organic and paid content with brand guidelines
-Identified opportunities and challenges within marketing campaigns
-Provided recommendations to achieve campaign goals in a cost-effective manner
-Was selected from over 300 candidates to
complete internship.
-Responsible for script selection based on business objectives.
-Managed creative department schedules,
projects workflow and media monitoring.
-Contributed ideas in brainstorming sessions for
upcoming movies. Assisted production
executives as required
Project Management Institute PMI, Project Management Professional (PMP ID: 2868681)
Bachelor’s Degree in Marketing and Communications - C.R.E.M.A Excellency Award – provided to top 5% of Students with a GPA of 4.0
Novancia Business School Paris, scholarship winner, Certificate of Entrepreneurship and Commerce