Gary Poirier

GARY POIRIER Toronto, Ontario Home Office:- |-| Cell:- SKILLS  SUPERVISORY MANAGEMENT & TEAM COLLABORATION  REPORT DEVELOPMENT, PREPARATION, & PRESENTATION  INCIDENT/PROBLEM/ CHANGE MANAGEMENT PROCESS & SOFTWARE  MEETING SCHEDULING, FACILITATING, CHAIRING, & MINUTES-SCRIBING  GDF, RCA, & OPERATIONAL/DEFECTS PRACTICES  AUDIT READINESS & DELIVERABLES PROVISIONING  BATCH & CONSOLE OPERATIONS PROCESSES, MONITORING SOFTWARE, & I/O DEVICES  TIME TRACKING & BILLABLE HOURS SUBMISSION SOFTWARE  SYSTEM PROGRAMMING & DEBUGGING SOFTWARE  PROJECT MANAGEMENT  LOTUS NOTES  MICROSOFT OFFICE EMPLOYMENT HISTORY 2008 – 2016 Team Lead–Application Processing (Batch Operations), IBM Canada               Provided Operations customer service support at a supervisory level for multiple outsourced corporate clients; provided 7/24 on-call services to IBM staff & clients Primary customer contact to exchange information, coordinate temporary requests, formal client changes or process changes, & performance feedback pertaining to Operations employees Adhered to specific IBM or client audit deliverables, service requests, & change approvals Responsible for coordinating successful implementation and support of projects, participation in disaster recovery exercises, new work tools, & changes to business landscape; including new & obsolete procedures & process improvements consistent with customer requirements First contact for escalation of customer concerns, high profile activities, & information; on behalf of 30+ rotating shift employees Coordinated Operations participation in the roll-out of new IBM & client software, upgrades, & improvements to processing environment efficiency Led IBM & client initiatives geared to the identification & implementation of automated & repeating work task reduction, while collaborating with technical & management teams to support the process from research to roll-out Maximized productivity through effective identification, management, & reduction of errors by providing feedback on performance, alternative courses of future action, & tracking process improvements Developed continuous measures designed to ensure audit compliancy, while responding to customer & employer audit deliverable requests in a timely manner Participated in metrics gathering & statistics reporting as required Coordinated job training requirements for new employees, including first-time access to work tools, workstation maintenance, direction for technical issues, & annual validation of skills & performance Participated in regular cross-training on additional account platforms at the supervisory level in order to meet cross-functional support objectives & increased customer satisfaction Managed & coordinated Batch Operations activities for 11 account platforms mandated for transition to IBM India office over an 8 year period, in accordance with IBM’s Global Delivery (GD) objectives Maintained a collaborative & open department culture encouraging employee creativity, where improvement suggestions were given fair implementation consideration via a formal model 2011 – PRES Telephone Research Interviewer, Advanis Market Research   2003 – 2008 Senior Support Representative (Batch Operations), IBM Canada      1997 – 2002     1989 – 1997 Monitored automated job scheduling & processing tools (Control-M ), in a Midrange platform; ensured successful completion of application batch processing for multiple clients Responsible for timely completion of manual batch processing (Global Plus, Onetis) in a Unix platform; through verification of incoming data files prior to processing, or through FTP transfers to third party clients Participated in the following activities which were well outside the normal scope of responsibility: 1. Attended or chaired meetings for the Operations department, Problem Ticket & Change Management Reviews 2. Initiated several projects to aid the identification & documentation of candidate jobs for automation, jobs without runbooks, or those needing to be de-scheduled from month-end and public holidays 3. Provided resource support, supervision, & orientation to junior team members; created & maintained training portfolio Responsible for various administrative duties ( incoming customer requests; creating, updating, & transferring Problem Management tickets; review & approve Change Management tickets; on-line checklists, & shift reporting) Supported client accounts by routinely referencing customer internal documentation databases (SharePoint, Domino.doc) Systems Specialist–Online Services (Computer Programmer), Canada Life Assurance  2000 – 2011 Conduct North American market-research surveys via phone; collecting data & opinions on social & political conditions (union issues, political polls), government services, education, products & services, & consumer satisfaction Communicate project feedback to management regarding survey structure improvements & corrections, agent training and feedback regarding enhancing agent & project efficiency Performed daily maintenance & debugging of online system problems for CICS, DB2, IMS, MQSeries, Smarttest, & various other IBM/OEM software Responsible for the investigation & resolution of team application batch cycle issues; propagating mandatory maintenance, while providing 7/24 on-call support Conducted software installations, upgrades, verification testing, fixes, & recommended product vendor maintenance Acted as project manager for several projects in accordance with company objectives; managed the activities of 7 staff members Participated in Disaster Recovery exercises, including the restoration of all mockfailures systems Customer Service Associate, Canadian Diabetes Association  Recruited donations of reusable clothing & household items via phone, throughout southern Ontario Computer & Console Operator, Canada Life Assurance  Monitored the master console for the OS/390 MVS mainframe & AS400 platforms, ensuring timely management of error alerts, in accordance with established job and process documentation procedures        EDUCATION 1985 – 1987 Built upon permanent job schedules in Control-M (interdependencies, rerun/mark complete/delete requirements, shout message & calendaring definitions, & run-book instructions) Responded to hundreds of manual tape mount requests each shift, including StorageTEK automated tape-silo operation; while complying with AS/400 platform operator duties to initiate processing, apply tape mounts, & respond accordingly to other operator interventions Demonstrated proficiency with Change Management, Time Tracking, & Metrics data statistics collection Initiated weekly off-site tape & paperwork preparation, including interfacing with an armed courier in compliance with security measures Completed large volumes of Xerox 979-/4135 & IBM 3800/3900 printing (50 – 100,000+ pages per shift) while adhering to all MICR code cheque & print quality verifications Participated in disaster recovery exercises Assisted with the supervision and orientation of junior team members, & management of stock room & office supplies; both of which ere well beyond the scope of the normal responsibilities General Business–Marketing Management, Centennial College  Accounting, Business Planning, Economics, Marketing, Product Development, Sales VOLUNTEER ACTIVITIES 2003 Community Awareness Program, Canadian Diabetes Association  1999 – 2002 CERTIFICATIONS Supported information booth, answering client questions & concerns regarding our public service Meals on Wheels Delivery, Mid-Toronto Community Services  Delivered meals to the elderly & disabled as part of Canada Life’s volunteer community  Level II (“Secret”) Security Screening Certificate from the Government of Canada (Valid until 2023) Business Continuity Planning Fundamentals of Project Management Incident/Problem/Change Management Agile Work-Team Principles Global Delivery Framework (GDF) IBM Business Conduct Guidelines Service-Ability / Disability Awareness Training Shared ID & Password Security Information Security Protection Digital IBMer Secure Computing Cyber Security Recognition & Defense            REFERENCES Debra Kathrens, Service Availability Manager IBM Canada 227 – 11th Avenue SW., Calgary, Alberta T2R 1R9- Ida Vuk (Prodanovic), Client Business Unit Executive Atos North America- Dan Gorski, Retired Former Batch Operations Manager for IBM Canada- Teo Prodanovic, Retired Former Service Availability Manager for IBM Canada- You have my permission to contact the references above.