Jackie Ducharme
Ottawa,ON
Summary
A seasoned IT professional with expertise in communications, customer service, operational management, planning, and process and product design. Proven experience as a team lead, operations manager, IT project manager, and customer service manager. Strong ability to successfully manage multi-disciplinary projects and overcome challenges. Recognized for valuable skills in IT strategic planning, business solutions, creative team leadership, budgeting, project management, capital expenditure planning, contract negotiations, and vendor relationships.
Overview
33
33
years of professional experience
Work History
Team Lead Deployment/ Change Manager
Bell Canada
03.2015 - Current
- Company Overview: https://www.linkedin.com/company/bell/
- Mentored and managed a team of ten individuals.
- Enhanced professional relationships through effective information exchange.
- Uphold exemplary moral principles in workplace.
- Built stronger client relationships by consistently practicing empathy.
- Utilized extensive technical knowledge for project success.
- Fostered a positive work environment, boosting morale.
- Streamlined project workflows by designing detailed release strategies in partnership with operations and product management.
- Aligned release activities with business goals and Agile principles.
- Directed all release activities, managing scheduling and scoping.
- Facilitated the approval process by collaborating closely on code reviews with development teams.
- Supervise delivery of releases to maintain streamlined production processes.
- Implemented continuous improvements to streamline releases.
- Operations and Support: Work closely with operations and support teams to ensure seamless transition and ongoing maintenance of released software
- Provide guidance and support to resolve any operational issues or incidents that may arise post-release
- Participate in on-call rotation and contribute to incident response and problem management processes
- Continuous Improvement: Drive continuous improvement initiatives for the release management process
- Identify bottlenecks, streamline workflows, and implement automation strategies to optimize release cycles
- Monitor and report on key performance indicators (KPIs) to track and measure release effectiveness and efficiency
- Documentation and Reporting: Maintain accurate documentation of release activities, including release notes, version control, and configuration management
- Produce regular reports and metrics to track release progress, including successful deployments, issues encountered, and lessons learned
- Successfully delivered BPM/BAW solutions to enhance production systems for over 10 years.
- Application Support: Provide effective and timely technical support to users of the IBM BAW/BPM application
- Troubleshoot and resolve issues related to application functionality, configuration, and performance
- Performance Monitoring and Optimization: Monitor application performance metrics, identify bottlenecks, and propose performance optimization strategies
- Work with infrastructure teams to ensure the application environment meets performance requirements
- Deployment to production of all BPM maintenance activities, snapshots
- Part of team that help deployed, SSDG to manage all flow deployments, managing to ensure we can deploy 24hrs per day
- Https://www.linkedin.com/company/bell/
Consultant- IT Project ETI
Si Systems
03.2014 - 03.2015
- Company Overview: https://www.linkedin.com/search/results/all/?keywords=Si%20Systems
- As consultant I am responsible to help provide expertise in the Canadian Governments ETI project for the Public Works Branch
- Responsibilities included: requirements analysis, help to develop project tools including planning, coordination of project task
- Provide both technical and administrative support when require and as requested
- Assist in providing expert support on the creating of processes to help with information gathering to ensure that proper data and up to date information is available to the vendors as required to migrate over 200 thousand e-mail addresses while mitigating the end users experience
- Tools required for this project were: ITIL service, negotiations skills with other branches, PMP lifecycle processes, Microsoft Office Suite with strong Excel function uses
- Https://www.linkedin.com/search/results/all/?keywords=Si%20Systems
Team Lead Infrastructure Delivery
MTSAllstream
01.2001 - 04.2013
- Company Overview: https://www.linkedin.com/company/bell-mts/
- Https://www.linkedin.com/company/bell-mts/
Team Lead Manager Operations
Sprint/IT
11.1991 - 01.2001
- Company Overview: https://www.linkedin.com/search/results/all/?keywords=Sprint%2FIT
- Https://www.linkedin.com/search/results/all/?keywords=Sprint%2FIT
Education
Bachelor Of Computer Information Systems -
Algonquin College
Ottawa, None06.1982
Skills
- IT Strategic Planning
- Business Solutions
- Creative Team Leadership
- Budgeting
- Project Management
- Capital Expenditure Planning
- Contract Negotiations
- Vendor Relationships
- Coaching and mentoring
- Quality control
- Operations management
- Employee evaluation
- Risk management
- Change management
- Problem-solving
- Team supervision
- People management
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Team Lead Deployment/ Change Manager
Bell Canada
03.2015 - Current
Consultant- IT Project ETI
Si Systems
03.2014 - 03.2015
Team Lead Infrastructure Delivery
MTSAllstream
01.2001 - 04.2013
Team Lead Manager Operations
Sprint/IT
11.1991 - 01.2001
Bachelor Of Computer Information Systems -
Algonquin College
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