David R. Paquette
IT Contractor with Federal Government of Canada
Over 25 years of Information Technology work experience
• Seven years (recent experience) in Federal Government - Department of National Defence - " PMO Felex, JBMC/Jiifc- DMI, Net-C2-ISAC" Projects.
• Eleven years call center and telecommunications experience - "Bell Internet, Bell Canada Strategic Partnership, & BCE".
• Seven years of experience working with on-shore/off-shore partners and vendors.
• Seven years of experience on site workstation and server support, (NMSO) Seller Cad/Cam, (Hardware and software certifications).
• experience in open source AI development, tools, and integrated development environments
* Recognized and awarded over 16 times for exceptional performances in my various call center roles *
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 :
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.
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
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.
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).
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).
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:
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
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:
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
Building Two Open Source Projects Hardware and Software Electronic Devices.
1) Tiny Home Automation:
This system will monitor control and provide notifications notification on:
Control Security Sensors,
Rain catchment system levels and irrigation systems,
Movement on the property (image capture)
Both Day/Night Cameras capture images and uploads/send.
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).
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
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:
Ad-hoc requests /new reporting solution requests:
Personal and People Leadership:
My clients in this role included Bell Canada Global Operations Management, Bell Canada Line of Businesses, and Vendor Management.
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.
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 - 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.
* 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 - 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.
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.
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
Synopsis: To resolve all consumers technical issues and to assist sales staff with technical specs and informational requirements.
Project Management Support & Project Management Co-ordination
Additional Project Management Performance Reporting experience and In-Service Support Planning.
Software Documentation - Technical Writing
Procedural, Process, & Integrated Logistic Support (SOP, USG, Warranty, WSG, TSG, SM, M&O, R&O, ISO, IEEE) experience.
Customized Reporting, Dashboards, & Programming of Microsoft Office Application Integration.
Call Centre Management, Mobility, TV, & Internet
Customer Relationship Management (CRM) and Supply Chain Management (SCM) Experience
Quarterly Business Review Experience (QBR), Request for Proposal (RFP), Business Requirement Document (BRD) and Statement of Work (SOW) experience.
Creative Medium Experience (Traditional & Digital)
See my Instagram page for some of my digital creation examples
( https://www.instagram.com/d1g1t4lnrg/ )
Change Management Experience (CME) and Engineering Change Requests Experience (ECs/ECRs) Process and Procedure mapping, troubleshooting and improvement
Analyzing and Visualizing Data with Microsoft Power BI, August 2019
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 2015
Praxis 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
Standford Award for Outstanding Leadership or Achievement in their profession.
* These are the highlights!
These are the various charities I have done volunteer work for.
Ottawa Food Bank
Food Pick Up Driver
CHEO - Childrens Hospital of Eastern Ontario
Teddy Bear Picnic & CHEO Telethon Representative
Bell Volunteer Team & Community Affairs Team
Ottawa Food Bank, CHEO Activities, KIDS in need/Back to school program, Various other community volunteer work.
Random Hack of Kindness - Ottawa #9
Part of the Team of volunteers built a new (Website, API, and DB) for this non-profit "Vanier Vello - Bike Sharing Program". (October 12th, 13th, 14th - 2018).
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.