Elton Chong
Markham,Canada
Summary
IT professional with a proven record in managing large-scale technology programs and leading multi-disciplinary teams. Achieved over 94% SLA compliance while enhancing client relationships and driving operational improvements. Recognized for strategic planning and effective communication in dynamic environments.
Overview
24
24
years of professional experience
Work History
ITS Client Advisor - Program/Project Manager
City of Markham
Markham, Canada
01.2018 - Current
- Managed all aspects of large-scale technology programs from concept to close-out, ensuring alignment with organizational objectives.
- Led multi-disciplinary project teams of 10 to over 50 members, defining requirements and managing dependencies, risks, and issues.
- Acted as liaison with business sponsors and senior stakeholders for procurement of new technologies, guiding tactical direction and facilitating budget approvals.
- Oversaw portal QA team, ensuring quality assurance standards were met throughout project lifecycles.
- Directed all system and service procurement processes from RFX development to vendor evaluation and selection.
- Prepared proposals and quotations for internal and outsourced solutions while managing resources and vendors effectively.
- Maintained client relationships across 30 business groups, reporting on project progress and service desk KPIs regularly.
- Collaborated with client groups to ensure consistent delivery of technology services, achieving over 94% SLA compliance monthly.
ITS Business Support Analyst (Infrastructure Program, Long Term Care & Housing)
The Regional Municipality of York
Newmarket, Ontario
04.2013 - 01.2018
- Led and managed multiple projects with cross-functional teams to ensure alignment with organizational goals.
- Applied project management methodologies to support staff in information systems initiatives.
- Exhibited excellence in customer service, communication, and teamwork.
- Demonstrated strong human resource management skills while supervising project teams.
- Assessed application technology and end-user needs, recommending solutions that supported regional strategy and enhanced user experience.
- Possessed extensive knowledge of departmental programs, services, and capital delivery methods.
- Navigated systems development life cycle using current technologies for operational applications.
- Coordinated strategic planning and project reporting activities to streamline communication and track progress.
Service Delivery Lead
iTMethods Inc.
Toronto, Canada
09.2012 - 04.2013
- Supervised tier 1 and tier 2 service desk operations, ensuring 24/7 customer support and SLA compliance.
- Resolved escalated customer issues, enhancing satisfaction and loyalty.
- Developed and implemented customer service improvement plans to enhance overall performance.
- Monitored and enforced ITIL best practices to drive productivity and continuous improvement.
- Delivered monthly IT service desk reports and performance statistics to stakeholders, informing decision-making.
- Built strong relationships with service desk teams, account teams, and customers to foster collaboration and support.
- Ensured comprehensive training for all service desk staff on customer requirements.
- Oversaw documentation creation and maintenance of emergency preparedness plans for service delivery.
National Business Solutions Specialist
Juvenile Diabetes Research Foundation
Toronto, Canada
11.2010 - 08.2012
- Proposed IT business solutions to senior management, implemented training programs and collaborated with vendors to enhance service delivery.
- Executed thorough business analysis and risk assessments to inform vendor selection processes.
- Managed relationships with key national vendors to optimize services for photocopiers, CRM, and online fundraising tools.
- Delivered numerous IT projects nationally, including network disaster recovery and Epicor finance system implementation.
- Formulated and tracked budgetary plans for business solutions initiatives.
- Streamlined project progress monitoring through financial planning and reporting, improving oversight and accountability.
- Established robust IT security policies governing privacy, acceptable usage, and file protection methods.
- Supervised three direct reports, ensuring efficient operation within the IT department.
National Hardware/Sofware Coordinator
Juvenile Diabetes Research Foundation
Toronto, Canada
05.2005 - 11.2010
- Directed IT projects, including CRM and SharePoint 2007 deployments, ensuring alignment with organizational goals.
- Oversaw national technical operations, maintaining consistency across all branches.
- Supervised contractors to deliver IT services, enhancing support for JDRF branches across regions.
- Researched, purchased, and implemented new hardware and software to enhance IT infrastructure.
- Installed and configured workstations and peripherals for head office and branch locations.
- Conducted IT training and orientation sessions for end users.
Network Administrator
Cadmech Design Inc.
Markham, Canada
07.2002 - 04.2005
Junior Technology Consultant
Data Impeccable Inc.
Toronto, Canada
12.2001 - 07.2002
Education
PfMP -
PMI
08-2026
PgMP -
PMI
PMP -
PMI
CSPO -
Scrum Alliance
CSM -
Scrum Alliance
Certificate in Process Management Program -
York Region
Specialist Certificate -
York Region
B. Com Degree - IT Management, Minor in HR Management
Ryerson University
Post-Diploma Network Specialist -
Centennial College
Diploma - Computer Programmer/Analyst
Centennial College
Skills
- Portfolio/Program/Project Management
- Agile and waterfall methodologies
- Change management
- Business process reengineering
- Team leadership
- Strategic planning
- Resource management
- Risk assessment
- IT management
- Client relationship management
- Municipal procurement processes (RFI/RFQ/RFP)
- Vendor management
- Quality assurance
- Service desk operations
- Infrastructure migration
- Enterprise implementation
- Contract negotiation
- Business analysis
- IT shared services
- System integration
- AODA compliance for websites
- Business continuity planning
- Disaster recovery planning
- ERP operations management
- SaaS and PaaS solutions
- SDLC methodologies
- ITIL best practices
Awards
- Achieved the 2010 Board of Directors Award at JDRF (for outstanding contributions)
- Received numerous i-CARE awards at York Region
- (President) Markham Toastmasters
Core Expertise
- Portfolio/ Program / Project Management
- Agile/Waterfall Project Management
- Change Management
- Business Process Re-Engineering
- Leading multi-teams
- Strategic Planning
- Resource Planning & Management
- Risk Management
- IT Management
- Client Relationship Management
- RFI/RFQ/RFP Municipal Procurement Process
- Vendor Selection & Management
- Quality Assurance
- Service Desk Management
- Infrastructure Migration
- Enterprise Implementation
- Contract Management
- Business Analysis
- IT Shared Services
- System Integration
- Web / Portal Development
- AODA Website Compliance
- Business Contingency Planning
- Disaster Recovery
- ERP operations
- SaaS / PaaS
- SDLC
- ITIL
Timeline
ITS Client Advisor - Program/Project Manager
City of Markham
01.2018 - Current
ITS Business Support Analyst (Infrastructure Program, Long Term Care & Housing)
The Regional Municipality of York
04.2013 - 01.2018
Service Delivery Lead
iTMethods Inc.
09.2012 - 04.2013
National Business Solutions Specialist
Juvenile Diabetes Research Foundation
11.2010 - 08.2012
National Hardware/Sofware Coordinator
Juvenile Diabetes Research Foundation
05.2005 - 11.2010
Network Administrator
Cadmech Design Inc.
07.2002 - 04.2005
Junior Technology Consultant
Data Impeccable Inc.
12.2001 - 07.2002
PfMP -
PMI
PgMP -
PMI
PMP -
PMI
CSPO -
Scrum Alliance
CSM -
Scrum Alliance
Certificate in Process Management Program -
York Region
Specialist Certificate -
York Region
B. Com Degree - IT Management, Minor in HR Management
Ryerson University
Post-Diploma Network Specialist -
Centennial College
Diploma - Computer Programmer/Analyst
Centennial College