Noreen Brin MacDonald
Calgary,AB
Summary
Resourceful leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Experienced in working with and managing offshore teams. Skilled at identifying or anticipating problems and providing solutions. Managed budgets and monitored project costs.
Overview
23
23
years of professional experience
Work History
Manager, Order Entry/Order Management
Shaw Communications
07.2022 - 07.2023
- Collaborated closely with an on-site/offshore vendor to nurture a dependable working partnership
- Led a Shaw team who supported mission critical applications that included the order entry/order management platform for all of Shaw customer orders
- Supported the team when required with unblocking issues and resolving any conflicts that occurred
- Provided mentorship to our Domain Business Analysts and Project Managers
- Established and upheld a strong working rapport with our business owners
- Supported the teams during Incidents and provided timely updates to Business and IT Leaders
- Performed quarterly reviews and provided supporting evidence as the owner of many SOX controls.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Managed a $30 million - dollar budget effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Accomplished multiple tasks within established timeframes.
Manager, Legacy and Invest Applications
Shaw Communications
04.2019 - 07.2022
- Created and led a team of 90 people (a combination of offshore and onsite resources).
- The Shaw team consisted of Tech Leads, Business Analysts, and a Project Manager
- The offshore team consisted of Support Analysts, Project Managers, Delivery Managers, and Tech Leads
- Oversaw an offshore vendor, ensuring that work was prioritized and that we remained within the allocated budget
- Prioritized all development requests that came into the domain, and negotiated priorities when capacity was reached
- Collaborated closely with Release Management, and all other domains as we scheduled tightly integrated releases
- Forged strong partnerships with Business Stakeholders from various business units in developing a trusted working relationship
- Effectively managed the domain budget, conducting year-over-year forecasting and staying within budget constraints.
- Performed quarterly reviews with team members and provided constructed feedback when required
- Worked closely with our Infrastructure teams/DBAs/Cloud teams to ensure our applications were optimized and running without issue
- Created roadmaps for our critical applications that encompassed the next few years
- Led many initiatives to upgrade applications (lifecycle management) and servers to stabilize them, and remain within budget and on time
- Used monitoring tools to proactively identify issues and prevent any impacting incidents from occurring when possible
- Joined incident calls with the objective to resolve incidents as quickly as possible
- Led a project to transform a critical desktop application into a web-based platform, ensuring it met the needs of all front facing agents. The project consisted of ~30 Analysts and had a $500k budget. This was a tightly integrated project where many other domains were required to make changes, with prioritization and delivery timelines constantly being negotiated.
Operational Team Lead – Order Entry/Order Management/Middleware
Shaw Communications
02.2012 - 03.2019
- Successfully Led 2 Operational Teams at the same time
- The team consisted of Tier 2 (11 Support Analysts), Tier 3 (Developers, Tech Leads and Business Analysts)
- Managed all of the project delivery for Operational efficiencies.
- Improved operational efficiency by streamlining processes and implementing best practices.
- Reduced costs and increased output through effective resource allocation and budget management.
- Led cross-functional teams to successfully achieve project goals within tight deadlines.
- Fostered a collaborative work environment by promoting open communication and teamwork among team members.
- Ensured timely delivery of high-quality products by closely monitoring progress and addressing potential bottlenecks.
- Implemented innovative solutions to solve complex operational challenges, resulting in significant productivity gains.
- Maintained strong relationships with key partners, vendors, and internal stakeholders to ensure smooth business operations.
- Promoted a culture of continuous improvement by encouraging innovation and learning from both successes and failures.
- Oversaw the successful execution of multiple projects simultaneously while ensuring alignment with overall business strategy.
- Tracked company equipment, tools and technology to manage inventory.
- Implemented and configured monitoring tools to identify and resolve issues before they occurred
- Managed and delivered several COTS application upgrades in order to remain supported and stay within our contractual obligations. This included the application upgrade, O/S and Database version upgrade..
Operational Team Lead – Provisioning
Shaw Communications
04.2007 - 02.2011
- Built a Tier 1 and Tier 2 team
- Was the escalation point for any issues that occurred
- Effectively communicated during Incidents
- Prioritized ticket fixes on individual accounts or defect fixes with the vendors
- Collaborated closely with various vendors to overcome all issues
- Led the team in crafting numerous tactical solutions with the aim of preventing future recurrent issues
- We developed self healing to proactively fix an issue before it occurred
- Implemented monitoring tools which were then configured to identify and notify the team before the business was aware.
- Enhanced team performance by providing regular feedback, coaching, and training sessions.
- Promoted a culture of continuous improvement by encouraging innovation and learning from both successes and failures.
- Motivated and trained employees to maximize team productivity.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
Application Support Analyst/Senior Application Support Analyst
Shaw Communications
01.2005 - 04.2007
- Digital Phone order entry and order management
- Represented the team in all Change Control meetings, and all Problem meetings
- Took part in the interview and hiring process
- Mentored and trained all new team members
- Became the subject matter expert on the applications we were accountable for
- Elevated and improved SQL proficiency.
- Enhanced application performance by identifying and resolving technical issues in a timely manner.
- Streamlined support processes for improved end-user experience and reduced resolution times.
- Collaborated with cross-functional teams to develop, test, and implement software updates and patches.
- Improved application stability through proactive monitoring, issue identification, and prompt resolution of incidents.
- Documented procedures for troubleshooting common issues, contributing to a more efficient support process.
- Assisted in the development of user guides and knowledge base articles for increased self-service capabilities.
- Managed incident tracking system, ensuring accurate records and timely follow-ups on outstanding issues.
Programmer/Analyst
DMR Consulting/Fujitsu Consulting (at TransCanada Pipeline)
12.2000 - 09.2004
- Developed exceptional analytical and problem-solving skills
- Estimated, designed, coded, tested and implemented programs which were critical to the success of projects
- Maintained and enhanced the systems by implementing small to medium sized code changes as necessary, including reports
- Controlled and administered all user accounts, as well as all database accounts for the Contracting System.
Education
Great Traits Applied Leadership Training
01.2022
High Performance Leadership Training (HPL)
01.2015
NAIT/Shaw Leadership certificate
01.2008
ITIL v1 certification
01.2007
Information Systems Diploma -
Mount Royal College
01.2000
Skills
- Workforce Management
- Business Development
- Policy Implementation
- Decision Making
- Project Planning
- Scheduling and Coordinating
- Managing Operations and Efficiency
- Contract Management
- Strategic Planning
- Performance Evaluations
- Cross-Functional Teamwork
- Budget Control
Professional Highlights
- I received recognition by the CIO, VP, and Director for Leading by example and keeping the team on track during many Operational challenges.
- I was identified as a High Performing Leader and was offered the opportunity to participate in Great Traits Leadership training (which was only offered to a select few individuals).
- Developed the delivery and support process with a newly formed offshore team to facilitate the support of 123 applications.
Languages
English
Full Professional
Timeline
Manager, Order Entry/Order Management
Shaw Communications
07.2022 - 07.2023
Manager, Legacy and Invest Applications
Shaw Communications
04.2019 - 07.2022
Operational Team Lead – Order Entry/Order Management/Middleware
Shaw Communications
02.2012 - 03.2019
Operational Team Lead – Provisioning
Shaw Communications
04.2007 - 02.2011
Application Support Analyst/Senior Application Support Analyst
Shaw Communications
01.2005 - 04.2007
Programmer/Analyst
DMR Consulting/Fujitsu Consulting (at TransCanada Pipeline)
12.2000 - 09.2004
Great Traits Applied Leadership Training
High Performance Leadership Training (HPL)
NAIT/Shaw Leadership certificate
ITIL v1 certification
Information Systems Diploma -
Mount Royal College
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