EXPERIENCE
Current Secret Security Level lI - (September 2022), Controlled Goods - (June 2021)
DND - DIMEUS
Project Information Coordinator
Description: DND - Director Information Management End User Services (DIMEUS) has a requirement for a Project Information Coordinator resource to provide support to DIMEUS projects such as :
- Windows 10 (Win10) Deployment,
- Multi-function printer (MFP),
- Record Keeping Initiative (RKI),
- Mobile and cellular device management and upgrades,
- The NDHQ (Carling) move initiative.
The current project Windows 10 Deployment of NCR - occupied a good 90% of my time.
This project follows a waterfall methodology with some agile components adapted.
February 2019 – January 2020.
Duties:
Provide input to all project communication plans.
Coordinate with DIMEUS project teams to manage project team communications products.
The resource will need to gain an understanding of each project’s unique requirements.
Under the direction of a DIMEUS project manager (PM), review of the project’s current project file and communication plan/structure.
The review will result in recommendations to the PM, and implementation.
Project communication products shall include any of (but are not limited to):
DIMEUS website content
Frequently asked questions (FAQ)
Project template emails (for points of contact, individual users and management)
Messages for specific groups/special entities
User guides and information sheets
Internal standard operating procedures (SOP)
In-service support SOPs
Project presentations
The resource will ensure that where required, project documents and communications are bilingual;
Collaborate with the Standard Information Technology Operational Procedures (SITOP) team to ensure bilingual requirements are met when required;
To achieve the goal of maintaining current communication products, the resource shall assist project teams to develop and implement a communication product management plan that will include an inventory of all communication products, version control and review cycle;
To ensure effective use of network file and email storage, the resource will contribute to development of a quality control process for project document, file and email management;
Where required, attend and record meeting discussions, disseminating meeting records among stakeholders;
Provide input, feedback to and review of project management documents such as project charter, plan, schedule, risks, issues and action items;
Provide timely updates to all tracking documents and status reports;
Attend orientation, training, working group sessions and team meetings as required;
Provide assistance to senior project staff to develop, review and revise project processes;
Contribute to and participate in continuous process improvement.
Provide monthly report of deliverables produced, tasks in process and completed;
Ensure change management policies and procedures and IT security and safety policies and procedures are adhered to at all times, according to Treasury Board and DND regulations and guidelines, and
The resource will be required to take (EITSM) Assyst training.
In this position I have built a email back up and reporting system. , A document inventory application and expanded the capability of Excel with some VBA Programming.
Highlights:Designed and built automated email reporting and back up database. This was with the
[Outlook 2013/Exchange through (Access 2013)].
Designed and build task tracking and reporting database (Access 2013).
Designed and built a document tracking and management application in workbook (Excel 2013).
Assisted in design of MEM’s Migration Email Management System – Database.
Shared Services Canada (SSC) - Consultant
Position: Business Analyst
Contract: Consultant to GCNet WAN Project - Operations Readiness, Project Management and Delivery Branch.
Contracted by TEKSystems Inc.
The project followed a both a waterfall methodology and agile management process.
October 2018 to February 2019.
Location: 255 Albert Street, Ottawa, Ontario.
Description: The Analyst will actively engage in tasks provided by the PM and Production Management. The project was to engage and review the performance of the internal stakeholder on partner deliverables for SSC external stakeholders. To analyze and review of deliverables (develop, coordinate prioritize and track changes to framework proposed on deliverables). I also provided feedback for clarification on various stages and capabilities of framework in use, highlighting the sustainment and performance issues of the current portal designs.
To participated in project and partner sub working groups (benefits and cost analysis, gap analysis, risk analysis, design analysis) and assisted in documentation to facilitate actuation of business requirements.
To analyze and utilize the Project Contract, Project Schedule, Project SOW, along with many other project documentation while communicating with internal and external stakeholder. In conjunction with other detailed subject matter expert information provided.
To follow up and track project related process information and various business requirements. In order to provide risk analysis of active work vs present/future possible deliverable defects.
To complete various tasks. One was the creation of the Configuration Management Database (CMDB) Test plan and Testing scripts used to test a new provisioning portal application. The test was for functionality, and discovery of any defects then document them within project repository in GCDocs.
I was tasked with the creation of the Configuration Data Record (CDR) Testing Plan. This included the various Test Scripts, as well as facilitating the testing & meeting (WebEx, Teleconference) requirements, and leading the test process. This plan and test was a successful in testing the portal for “Email Notification Stream 1-Defects”.
I took part in the following project requirements for GCNet WAN:
Stream 2 OIR Operational Information Review Testing requirements,
Stream 2 ITSM Design Reviews,
Stream 2 Service Provisioning Reviews,
Stream 2 Incident Management Review,
Stream 2 Problem Management Reviews,
Stream 2 Change/Release Management Reviews,
Stream 2 Service Management Reviews,
Stream 2 Wan/Telecom Operations Reviews,
Stream 2 Configuration Management Reviews,
Stream 2 Billing and Reconciliation Reviews,
Stream 2 Portal and Reporting Reviews,
Stream 2 JAD Sessions and working group Reviews,
I was tasked with reviewing/updating/editing and commenting out examples on how to improve the “GCNet WAN — Apptium Reporting Portal User Guide”.
I was tasked with updating/editing/commenting/suggesting improvements to the of Detailed Design Specifications Addendum. These DDS were for the SSC Engineering Department on the (ECCC migration, Statistics Canada migration, and Health Canada migration).
Highlights:
On my own time, I created/programmed an Excel VBA application that alleviated overflow of group and personal mailboxes with notifications from portal activity. This allowed many departments and in particular service management to alleviate the filling up/overflow of email. I also included/created a user guide with a step by step process for the usage/maintenance of the application. I facilitated a meeting in Cisco WebEx and walked them through the real time usage from an end user perspective on to use the application. This was received with a very positive response from the various service management and GCNet WAN management team.
On my own time, I also created/programmed an Excel email address exchange server/Global Address List GAL verification application with VBA. This was to assist with future email list validation issues when testing a CDR. This application could also be used to create multiple emails with multiple specified content to various parties in one button press. I also facilitated a WebEx online meeting with CDR Tool Developers to show a step by step process of how they could use this with the tool I built.
This development of software applications was not part of my position deliverables/requirements.
Tools Used: Acrobat Pro, MS Visio, MS Project, MS Office 2013 Pro on Windows 10 Used to Create documents and associated Graphics for documents.
Documents were user manuals and engineering specifications.
DND - Network Command and Control Integrated Situational Awareness Capability (NET-C2-ISAC)
Position: Special Advisor & Technical Writer
Contract: Department of National Defence (CDF, ADM/IM) DND), NET-C2-ISAC
Duration: July 2018 - October 2018
Location: 101 Colonel By Drive, Ottawa, Canada, (Pearkes Building).
Description/Synopsis:
This position is on the project critical path for delivery. Researching the project, then building project critical path documentation and plans. Work Package: (Definition SOW Part 2, Implementation SOW, RFP, Systems Engineering Maintenance Plan)
The Net C2 ISAC Mission Provide Operational Authorities the knowledge of key elements in the Information Technology Infrastructure (ITI) necessary to make well-informed decisions regarding the command and control of their operations. Deliver a capability that achieves the operational requirements and implements a long-term in-service support program for the capability as a whole.
Project Scope The End State of the Net C2 ISAC Project will see the implementation of the following:
- Refined existing and/or newly defined processes, that make use of appropriate IT data sources, to establish reliable, relevant and meaningful situational awareness concerning the IT infrastructure that affects DND/CAF IT capabilities;
- New software and hardware tools brought into service to support the Situational Awareness (SA) processes and IT-Infrastructure (ITI) data sources;
- Strategic and operational commanders (and staffs) trained and educated in their role regarding the ITI and situational awareness;
- Liaised with IT Technical staff personnel to deliver strategic and operationally relevant knowledge regarding the IT strategic and operational commanders (and staffs); and
- An in-service support (ISSP) program to maintain and optimize the processes, the software and hardware tools, and the training of personnel to ensure the capability remains reliable and operationally relevant.
This project closely integrates with JBMC/JIIFC-DMI & CPOF projects.
DND - Joint Information and Intelligence Fusion Capability -Data Mediation Interface (JIIFC-DMI)
CALIAN: Consultant to General Dynamics Missions Systems Canada (GDMSC) for the Department of National Defence (DND) on Joint Information and Intelligence Fusion Capability (JIIFC) & Data Mediation Interface (DMI) project. Sub Project of the Joint Battlespace Management Capability (JBMC) Ottawa, Ontario, Canada, (Woodline Building).
July 2017- March 2018
Position: DMI Integrated Logistics Support/Training Specialist
Description/Synopsis:
The DMI Integrated Logistics Support/Training Specialist carries out varied Logistics
Support and Training Development assignments using his/her expertise and knowledge to
perform the following activities:
- Apply fundamental acquisition and sustainment logistics engineering concepts, practices, and procedures to the JIIFC DMI Software Development Life Cycle.
- Assist in the determination of support requirements based on Life Cycle Costs, software maintenance analysis and the relative supportability of alternative concepts.
- Assist in estimating activities as required by the Project Manager and Software Engineering Manager.
- Develop/maintain the DMI Interface Transition Plan to document the transition of the Data Mediation Interfaces from development, delivery, in-service support, and operational phase.
- Develop/maintain the Interfaces Maintenance and Operations Manual which must include all system administration, maintenance, operation, and support functions, activities, and procedures required by the System.
- Develop/maintain the DMI Interface Configuration Record to document and update of the Data Mediation Interfaces from development, delivery, in-service support, and operational phase.
- Revise, Enhance, Develop and Maintain the DMI Course Training Plan(s) to meet identified JIIFC DMI training requirements.
- Develop/maintain the DMI Course Training Package to meet identified JIIFC DMI training requirements.
- Deliver content and conduct initial serials of DMI Training.
- Liaise with other DMI team roles including project management, quality assurance, test, configuration management, requirements management, and software development.
- Liaise with counterpart roles within the JIIFC Project Management Office.
- Participate in planning to achieve prescribed objectives. Schedule own work to meet project goals and reports progress against schedule.
- Revise, Enhance, Develop, and Maintain the Data Mediation Interfaces In-Service Support Plan to meet Identified JIIFC in-service support requirements.
Project Management Methodology - Agile SCRUM
(This project was a custom mid-tier application that expanded the C.P.O.F application capabilities)
Applications/Tools Used on Project:
Atlassian (JIRA, Confluence, Bitbucket, Bamboo, SourceTree, Crucible), Portfolio for JIRA
Java JDK Run Time, Microsoft Office Professional 2016, Microsoft Project 2016, Microsoft Visio 2016, Microsoft SQL Server 2008-R2, Clover ETL Server, Enterprise Architect (UML),
JETS Database, EITSM, (CPOF) Command Post Of the Future, CPOF 3DPK, Repository Web Services (RWS), Quartz DB, VBA, Python, GoogleWebToolkit, Bitbucket, Beyond Compare, Putty, Robot Framework & Robot IDE(RIDE), Sonar Qube, Baretail, Mozilla Firefox, Cesium, Apache(ActiveMQ, Camel, Httpd, Tomcat, Maven), Clover Eclipse (custom eclipse IDE), Soap UI, Balsamiq Mockups, Citrus Framework, Chromium Browser, Spring Tool Suite, Tortoise Git, Notepad ++.
Open Source Hardware & Software Devices - Technical Systems Analyst, Technical Writer, Programmer, & Business Analyst
Self Employed: July 2016- August 2017
Gatineau, Quebec
Description/Synopsis:
Building Two Open Source Projects Hardware and Software Electronic Devices.
1) Tiny Home Automation:This system will monitor control and provide notifications notification on:
Air Conditioning,
Battery Levels,
Control Security Sensors,
Control Doors,
CO2 levels,
Humidity,
Heat,
Lights,
Rain catchment system levels and irrigation systems,
Movement on the property (image capture)
Both Day/Night Cameras capture images and uploads/send.
2) Save a life bicycle device:
This device will save lives in the following ways:Monitor,
Capture and notify of crash detection,
Recording of images through cameras and sensors (ultrasonic/infrared).
This is for the calculation of the distance and speed of the vehicle impact with the rider. Location, Direction, and Vector are taken into account. An uploader service (of user choice) will email/dropbox, send to a smartphone connection.
This will record vitals of bicycle rider and updated to email/dropbox in case of a severe crash. This will be able to alert authorities of a severer crash. This will notify emergency services (911) of the crash with GPS location and vitals uploaded to cloud, send an email, and notifications through smartphone connectivity.
* SMS, Email, Cloud connection (will requires health monitor device and or smartphone).
I plan to have these available to regular consumers. I plan to have as much as 40% of the net profit going to charities. Both projects are still in development.
Promaxis Systems Inc.
D.G.M.E.P.M - ADM(mat) – HCM/FELEX/Project Control Office – Integrated Logistics Support
Technical Writing Consultant/Contractor
Louis St. Laurent Building 1 &2
June 2012 – June 2016
D.G.M.E.P.M - ADM(mat) – HCM/FELEX/Project Control Office - Integrated Logistical Support duties on "Halifax-Class Modernization (HCM) / Frigate Life Extension (FELEX).
Project Link: http://www.forces.gc.ca/en/business-equipment/halifax-frigate.page
Synopsis: Technical Writing, Documentation, Programming, and Reporting on Project Processes, Project Procedures, and Specifications in Project Control Office - Integrated Logistical Support. Liaise with various project departments, members, and subject matter experts to confirm requirements/data.
List of the additional PCO-ILS activities:
(C&S) = Creation & Support, (S) = Support or Updating Report
- HCM - SWG - Management (S)
- HCM Scope Audit Test and Trial /IS status (S)
- HCM EC-ILS Status Reporting (S)
- CSIC Material Status Reporting (S)
- CSIC Warranty Documentation (C&S)
- CSIC DAB ILS Update Report (C&S)
- HCM Warranty Incident Rectification Process Documentation (C&S)
- HCM Warranty Process Flow - Documentation (C&S)
- HCM Warranty EC Dismantle Process Flow Documentation (C&S)
- HCM Cataloging Documentation Reporting (C&S)
- DSAT Comparison Reporting (C&S)
- PSOW & DAB SOW Comparison Reporting (C&S)
- Sparing Analysis Comparison Reporting (C&S)
- Ad-hoc Reporting on project management performance metrics (C&S)
- Programming Microsoft Applications Inter-connectivity (SharePoint, RDIMS (GC-Docs) MS Office VBA, 2003, 2010, on Windows XP and Windows 7, (C&S)
- Adobe Acrobat Pro (Ver. 9. - 11) usually with an SAP warehouse pull, Oracle DB pull, and/or manual data integration/extraction (C&S)
- Building internal process and procedural maps with Microsoft Visio 2003, 2007, 2010 (C&S)
- SAP Experience with (MM, SD, PP, PDM, QM, PM, SM, PS) modules through a custom application configuration (DRMIS) Defence Resource Management Information System (S)
- Adobe LifeCycle Designer building of static and interactive PDF forms and reports (C&S)
BCE
Contact Center Business Intelligence (CCBI)
Associate - Analysis, and Results
160 Elgin Street
July 2007 – August 2011
Synopsis: To analyze, repair, build, develop, document, automate, improve on business project processes, report on results/risks/probability for global operations, and provide solutions when possible.
Performance metrics: Report Development and Production, Adhoc Requests, Developement, and Personal/People Leadership
Report Development & Production:- Timely delivery of reports, solutions, and applications.
- Quality of reports, analysis, development and documentation
- Process improvement, automation, and report improvement /consolidation
- Detailed documentation of report /solution, production, and programming/development.
Ad-hoc requests /new reporting solution requests:- Client Interactions to be clear, concise, based on data, and unbiased
- Ad-hoc Requests to adhere to the same performance metrics as report production
- New Reporting Solutions and Analytics to adhere to SDLC stages and various project performance metrics.
- Report Management Tool tracking adherence.
Development:- Demonstrate and maintain proficiency using Excel, Access, SQL, CCAR, VBA, and other programming languages when required.
- Ability to design a report mockup outlining charts, trends, applications
- Ability to create and link to pivot tables, in programming, and in applications
- Ability to create, and modify SQL and access queries on all data sources
- Ability to investigate and troubleshoot data integrity issues and provide solutions
- Ability to provide a solution to coding problems which might interfere with reporting.
Personal and People Leadership:
- General - Demonstrates Confidence in Self and Others
- Personal Leadership - Self Awareness and Development
- People Leadership - Fairness & Diversity
My clients in this role included Bell Canada Global Operations Management, Bell Canada Line of Businesses, and Vendor Management.
Bell Canada
Strategic Partnership Management
Partnership Specialist/Partnership Manager
160 Elgin Street, Montreal Quebec, and Hyderabad India
Mar 2006 – Jul 2007
Synopsis: Assist in project performance management of various vendor/partner contact centers. Key Performance Indicators were used to achieve a balanced, and positive customer experience in order to meet and exceed contract requirements.
Performance metrics:
- Contact center validation, inspection, and verification of invoices vs requirements
- Quality assurance monitoring of customers inbound calls into various technical and business call centers.
- Report production, and results analysis of contact center performance metrics. Isolate trending opportunities, and provide solutions for performance gaps discovered.
- Partnership liaison between Bell Canada, and vendor/partner locations for ongoing support and business process implementation.
- Vendor Manager and SME role in a pioneer project. This was the Bell Internet off-shoring initiative of technical call center support implementation. This included numerous project initiatives to achieve this transfer of Bells business processes and procedures to the new off-shore vendors.
Worked in close partnership with other Bell teams such as Marketing, Agent Compensation, Billing adjustments, Executive Care Office, Quality Assurance, Contract Management, Project Management, Workforce Management.
Bell Internet
Bell Internet - Sympatico Technical Help Desk
Technical Help Desk Team Manager
160 Elgin Street, 105 Hotel De Ville
Aug 2004 – Mar 2006
Synopsis: To create a supportive environment by coaching to expectations, setting expectations/goals, inspecting, analyzing results; all in a circular format to improve performance results.
- Coaching and motivating my team of multidisciplinary agents to meet exceed business and individual requirements.
- These agents were to meet and adhere to many stringent key performance metrics (KPI) while utilizing over twenty various tools, call scripting, and multitasking to accomplish a first call resolution approach.
- Agents were required to coach consumer clients to a positive nature on each call.
- Agents handled both business and technical bilingual calls during their shifts.
- This six-month revolving team of agents was required to be logged into their virtual phone software and hardware while meeting their shift requirements each day.
* Achievement: Development/creation of dial-up call troubleshooting for client first call resolution. This later became a standard for all Bell Internet managers and agents to follow.
Bell Internet
Bell Internet - Sympatico Help Desk
Multidisciplinary Customer Service Representative (Handled calls for multiple lines of business)
160 Elgin Street
Jan 2001 – Jun 2003
Synopsis: To resolve all consumers varying levels of technical and business office issues.
- To meet /exceed business and individual fist-call-resolution requirements with consumer clients.
- To adhere to many stringent key performance metrics (KPI) while utilizing over twenty various tools, call scripting, and multitasking to accomplish a first call resolution approach.
- On occasion required to assist coach fellow agents on calls with consumer clients to a positive resolution.
- Resolve all consumer business, technical, and executive care calls during my shifts.
- Required to be logged into their virtual phone software /hardware while meeting my shift requirements each day.
- To track and bring attention to a supervisor of any new issues and or solutions to consumer call issues.
- To document, track any and all issues while on calls or assigned to special projects.
SHL/MCI System House & G.E. Technical Services
Contracted & Subcontracted for Server & Desktop Hardware Repair and Upkeep.
Computer Hardware and Software Representative (Dispatched to various customer locations)
Synopsis: To resolve all consumers technical issues and repair various server & desktop RISC & X86 computer systems.
- Dispatched to various government and industry sites (DND, NCR, Windshield Plant).
- To resolve issues customer may have as quickly as possible.
- Research and review requirements for new certifications
- Follow-up with customers to ensure issues did not reoccur.
- Required to be log issue time, parts, travel distances, and locations via phone system and via computer station.
- To track and bring attention to a supervisor of any new issues.
- To document, track any and all issues while on service calls.
- The company went through some transitions & restructuring. Then this contracting was outsourced to another company. Currently focusing on supply chain management.
Fifth Dimension Group of Companies
Employee - CAD Systems Support and Inside Sales Support
Computer Hardware/Software Support and Inside Sales Rep. (Support Autodesk & Softdesk software and assist with inside sales)
St. Laurent Business Park
Ottawa, Ontario
Synopsis: To resolve all consumers technical issues and to assist sales staff with technical specs and informational requirements.
- Dispatched to various government and industry sites. Also worked internally supporting Sales staff.
- To resolve customer inquiries and requests as quickly as possible.
- Follow-up with customers to ensure issues were resolved.
- Required to be call customers back and resolve software configuration issues. If I could not resolve then to escalate to the software Mfg for support on the issue.
- To track and bring attention to a department manager any new issues that could impact sales and customer service.
- To document, and track any and all issues while on service calls.
EDUCATION
G-Com Solutions
Analyzing and Visualizing Data with Microsoft Power BI, August 2019
SkillShare
Developing Microsoft Azure Solutions, August 2019
University of Michigan
Python for Everyone Programming with Python (Distinction)
Michigan University Associate Professor - Charles Severence
Personal Opinion "A great professor, teacher assistants, and support staff in this course"
Activities: (Online Course) Fall Semester 2015Praxis Training Institute
Network Technology 1996 - 1997
This course was an open public competition for 15 paid placements (funded by various IT companies). 200 people were selected to compete for these 15 positions. I won a placement and placed third in the class at end of course. I also received a letter of recommendation from an executive director of this training institute.
Activities: Course curriculum included the following (Novel Netware, Windows NT - Workstation, Windows NT - Server, TCP/IP, Windows 95).Hewlett Packard - Hardware Certifications
HP laptop, desktop, and server hardware repair certifications.
Algonquin College of Applied Arts and Technology
Architectural Technologist 1987- 1990
Hewlett Packard - Hardware Certifications
HP laptop, desktop, and server hardware repair certifications
REFERENCES
Jekan Natkunam - DIGITAL ENGAGEMENT & DEVELOPMENT STRATEGIST ►
Expertise in Project/Product Management & Product Development
I had the privilege of reporting into Dave as a Full Service Technician. Dave was an efficient manager. Reliable, innovative and customer-service oriented. His knowledge and commitment to improving customer service was contagious. Above all, he was able to motivate, encourage, and push agents to strive for their best. He is a welcome addition to any team.
Michel Surprenant - Associate Director - Strategic Partnership - Bell Internet
When Dave worked for me, he was very good at coming up with alternative ways of improving process and precedures within the office. His analytical skills were always welcomed when looking at multiple sources of data.
Steve Almeida - Workforce Management Analyst at MSI Corp
I was David Paquette's Manager for over 2 years & he has been a pleasure to work with. David is very dedicated to his work & is constantly trying to find ways to improve himself as well as his productivity. One of his strengths is that he is able to think outside the box & find solutions to any problem.
Dan. Mcconnell - Customer Experience Analyst at Rogers Communications
While Dave was a team manager for Bell Canada he was energetic, strived to get the job done in the best possible method, went above expectations to deliver the strongest team of technical support that Bell internal had! We frequently worked together to devise new action plans, modify reports to better suit the companies needs. A strong relationship was built that continued for many years. Dave would be a key resource to any company that chooses to provide employment.
Julie Jomphe - Directrice RH - HR Director
David always works to reach targets. He will not let go even when obstacles arise. He is fun to work with and is efficient. He does not let others feel stressed even when things get more difficult and challenging and timelines are very tight . Very good asset to the team, it was really nice to have him as a colleague.
James Durling - Senior Manager, International Banking Contact Centres at Scotiabank
David openly shared his knowledge & suggesstions for improving the delivery & production of his reports. David's desire to conintuously learn and develop will serve him well in his next role at the organization of his choosing.
Roland Berthiaume - BCE - Direct Manager (CCBI) Contact Center Business Intelligence
Dave is very motivated in everything he does and is a forward thinker. He is consistently searching for new and innovative solutions to improve the quality of his reporting. It was a pleasure working with Dave.
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