Technical Program Manager
Bank of Montreal
Total des années d'expérience :18 years, 7 Mois
Led mission-critical enterprise programs, including migration to Cloud-based solutions. Key Achievements & responsibilities:
• Led secure migration of 3.4 million client voice signatures to a new AI-driven platform, across Canada and the US, resulting in over 90% improvement in fraud detection and enhancing customer and agent experiences
• Directed the transition from a legacy on-premise Security Suite to an AWS and Azure hybrid Cloud solution, improving operational efficiency and reducing fraud losses by 92%
• Led an Agile team of Dev, QA, Solution Architects, and Change Management professionals, improving collaboration and resolving high rates of recurring bugs
• Orchestrated code deployment and launch in two stages, achieving seamless migration without major bugs or incidents, resulting in smooth deployment and strong leadership feedback
• Pulled together business and technical teams, ensuring business sponsors were engaged and their requirements adhered to throughout the program
As Rogers progressively modernized its digital and IT infrastructure, I was accountable for a range of inter-related projects, including software application development and transitioning to AWS & Azure Cloud as well as 4G and 5G implementation. I:
• Directed transition of Rogers on-premises Pure-Engage Contact Center solution to Genesys Cloud
• Led 10+ on-site and offshore cross-functional team in developing Cloud based software applications
• Collaborated with Product Owners, Release Train Engineer, and Scrum teams to develop and maintain Product Backlog
• Implemented, configured, and customized Genesys solutions, ensuring seamless integration with existing systems
• Integrated the newly developed CTI (Computer Telephony Integration) solution for on-premise and Cloud cross-platform operations during the transition, streamlining call handling and routing
• Successfully managed 5G/4G network expansion ensuring seamless delivery, and introduced $5MM worth of products
• Led the first launch of 5G network in 39 VIP locations across Quebec and Ontario
• Led Ericsson and Aptium Scrum teams, completing phase one of Telus Smart Office Solution with ITIL/ITSM, utilizing RACI matrices and governance structures to ensure clear roles and responsibilities
• Proactively engaged key stakeholders by developing RAID logs, risk management plans, dashboards, and presenting program status reports in a clear and concise manner
• Communicated progress and roadblocks to stakeholders, resolving impediments for on-time, on-budget delivery, increasing CSI (customer satisfaction index) by 13% and gaining trust from C-level executives
• Empowered and supported the team to become self-organized and consistently deliver on commitments
• Coached and mentored two cross-functional teams comprising 11 resources, fostering the adoption of lean and Agile practices and ensuring the delivery of quality software
• Led a team of 35 professionals in an advanced network upgrade project, improving quality (QOS/QOE) and top 5 KPIs in a multi-vendor network of 1200+ BTSs by 5-15%
• Oversaw IBS project network design, professional services specification, and pre-sales estimates for 3 phases
• Led a team of 21 engineers and 3rd party vendors, achieving 700+ final acceptance certificates
• Provided Technical and Business consultation services to Managed service Top Management, handling KPIs negotiation, service scoping and description, Responsibility matrix, Resource and vendor management
• Successfully managed two projects for propagation model tuning in California and Kansas
• Performed as optimization lead for AT&T modernization project in Chicago
• Successfully delivered initial tuning services for more than 1400 3G/2G sites of AT&T network in Greater Chicago area