Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
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LINA LEONARDO

Toronto,ON

Summary

Highly motivated professional with over 20 years of IT and management experience providing high-level operations and customer support. Proficient in managing high performing teams, daily operations, leading projects, training, and enablement, and communicating with internal and external stakeholders. Passion for developing insightful and holistic solutions through strong analytical skills that support business practices, while improving the customer experience. Possess exceptional communication and interpersonal skills with a proven ability to work independently and as part of a team.

Overview

21
21
years of professional experience

Work History

Volunteer

Crest Swim Club
10.2018 - Current
  • Serve as the Travel Team Coordinator, responsible for coordinating accommodations and transportation for the team, recruiting volunteers and chaperones, managing parent communication, conducting informational meetings, and organizing the collection of necessary permission paperwork.
  • Meet Management (hosting internal time trials and Sanctioned swim meets)
  • Facilitate and assist with team celebration banquets and social events.
  • Establish and manage the Event/Job/Volunteer Tracking module in TeamUnify, extracting reports for comprehensive review and assessment purposes.
  • Experienced with Meet Management software

Volunteer Swim Team Coordinator

TCDSB
11.2017 - Current
  • Facilitate the acquisition of permits from the City of Toronto and TDSB to secure pool availability.
  • Conduct the recruitment and hiring processes for skilled professionals, including Lifeguards and Swim Coaches.
  • Handle all parent communication and inquires regarding swim team practices and meets.
  • Engage in the recruitment of student volunteers to support local school swim teams.
  • Administer and organize all necessary paperwork and permission forms for students and coordinate with TCDSB and OFSSA.
  • Oversee and manage the budget, as well as handle expenses associated with the swim team.
  • Meet management responsibilities, including the creation of entries in Team Manager for TCDSSI and TCDSSA swim competitions
  • Work with Suppliers for swim team gear such as caps, sweaters, swimsuits.

Sr. Manager - Development, Tools, and Monitoring

Bank Of Nova Scotia
04.2020 - 02.2023
  • Managed a team of full-time staff, contractors and post-secondary students specializing in software development and responsible for building automated solutions and continuous improvements.
  • Provided and implemented process improvement recommendations for increasing customer experience.
  • Led training workshops, enablement sessions, and presentations of initiatives and new products to multiple Global audiences.
  • Supported triage to customer and client concerns while maintaining Operational and Service Level Agreements.
  • Solution Consulting: worked across different Lines of Business to understand customer needs and problems, built creative and thoughtful solutions while reducing inefficiencies and driving the success of the roadmap.
  • Organized town hall meetings, department showcases and networking events for domestic and international customer base.
  • Built and maintained strong relationships with key stakeholders and vendors while leveraging their roadmap to help meet business objectives.
  • Managed and implemented $1M projects which included creating business proposals, hiring resources, reviewing requirements with stakeholders, and implementing roll out strategies.

Manager – ServiceNow, Operations

Bank Of Nova Scotia
10.2017 - 03.2020
  • Built and recruited new IT Operations Management team (BA's, developers, engineers and customer service support roles)
  • Extensive experience working with and implementing cloud software solutions for
    Knowledge Management, Database Management, Performance Metrics and Reporting.
  • Played an integral role in the building and support of Scotiabank's Global Operations Centre globally to help facilitate automation and process optimization opportunities.
  • Responsible for implementing governance processes to ensure compliance and drive best practices.
  • Scoping and delivering Proof of Value's and Technological Assessments of new products.
  • Provided and implemented process improvement recommendations for increasing customer experience.

Technical Specialist Advisory, Operations Support

Bank Of Nova Scotia
01.2003 - 10.2017
  • Contributed to improving operations, productivity, and effectiveness through identification and implementation of automated solutions for the banks test environments.
  • Managed migration of 40 Legacy applications into the ServiceNow Platform throughout the entire software development life cycle. Including requirements gathering, creating business rules, user stories, development, testing, and deployment.
  • Worked with peers and internal customers to prepare solution designs and estimate deliverables according to Scotiabank's internal policies, standards and templates based on business, project, and systems requirements.

Education

Bachelor of Arts - Social Development Studies

University of Waterloo
Waterloo, ON

Skills

  • Microsoft Office Suite
  • Project Management
  • Operations Support
  • Recordkeeping and Confidentiality
  • Relationship Building
  • Excellent Communication
  • Community Engagement

Additional Information

Notre Dame Highschool Parent Council 2023 - present

OAPCE Representative, Swim Team Coordinator

Crest Swim Club 2018 – present

Board of Directors and Volunteer Coordinator

Annunciation Catholic School 2017 – present

Swim Team Coordinator

Occupational Health and Safety Committee - Scotiabank 2000 – 2008

Non-Management Co-Chair

Timeline

Sr. Manager - Development, Tools, and Monitoring

Bank Of Nova Scotia
04.2020 - 02.2023

Volunteer

Crest Swim Club
10.2018 - Current

Volunteer Swim Team Coordinator

TCDSB
11.2017 - Current

Manager – ServiceNow, Operations

Bank Of Nova Scotia
10.2017 - 03.2020

Technical Specialist Advisory, Operations Support

Bank Of Nova Scotia
01.2003 - 10.2017

Bachelor of Arts - Social Development Studies

University of Waterloo

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LINA LEONARDO