Life Coaching
Nsenda Luabeya
Project Manager - Go To Users
Burlington,ON
Summary
Dynamic, highly motivated, solutions-driven IT professional with 12+ years of experience in leading complex technical implementations and roll-outs in Agile, and Waterfall environments. Specializing in cloud infrastructure (SaaS), Project Management Strategy Execution, Cost Control, Project Recovery, Leadership and mentoring, Negotiation Change Management, Communication, Team Work Time Management/Scheduling, Business case writing and Coaching. Technical Project Manager successful at directing change management initiatives requiring fast-paced execution. Accomplished in project management with proven success in IT pharmaceutical industry. Offers strong analytical, planning and organizational skills to manage competing demands.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Project Manager, Client Services\Go to Users
Boehringer Ingelheim Canada Ltd.
Burlington, ON
04.2014 - Current
- Developed and initiated projects, managed costs and monitored performance.
- Met project deadlines without sacrificing service quality and capabilities
- Updated operational methods and oversaw accounting procedures for improved efficiency.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Made decisions independently and collaboratively on projects-related challenges.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders.
- Accelerated progress by continually reviewing performance, budgets and project timelines.
- Provided detailed product orders based on project drawings and technical specifications.
- Achieved project deadlines by coordinating with project stakeholders to manage performance.
- Facilitated communication between internal personnel, contractors and vendors for project cohesion.
- Identified plans and resources required to meet project goals and objectives.
- Maintained clear communication with precise technical writing to document and inform critical processes.
- Planned, designed and scheduled phases for large projects.
- Modified and directed project plans to meet organizational needs.
- Achieved project deadlines by coordinating with contractors to manage performance.
- Led project teams through design, adoption and change management measures
- Drove team success through shared vision and recognition of quality performance.
- Developed and implemented Change Management packages for large IT INF projects such as Next Generation Service Desk, Office 365, MS TEAM and Windows 10. etc
- Provided Enhance Communication to customers and IT internal through Newsletters, IT to IT Channels, Floorwalkers Champions and other IT Communities. to Improve quality of products and services provided by IT; by informing users about key changes in IT Systems and process
- Collaborated with IT groups on process improvements to drive changes for better end user experience; by providing feedback from end user perspective before IT projects rollout.
Senior Technical Systems Analyst (Bilingual)
Boehringer Ingelheim Canada Ltd.
Burlington, ON
09.2007 - 04.2014
- Collaborated with team members to achieve target results.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Increased customer satisfaction by resolving issues.
- Resolved problems, improved operations and provided exceptional service.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Implemented, configured, administered, maintained, built and deployed various hardware and software technologies (Windows, Apple iPads and more)
- Ensured standard desktop configurations by guiding and executing PC hardware and software installations as per published standards.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Identified issues, analyzed information and provided solutions to problems.
- Increased customer satisfaction by resolving issues
- Prepared variety of different written communications, reports and documents
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Resolved problems, improved operations and provided exceptional service
- Proved successful working within tight deadlines and fast-paced atmosphere
Bilingual Technical Support Specialist
CompuCom Systems Inc.
Mississauga, ON
06.2006 - 09.2007
- Provided Tier 1-2 IT support to non-technical internal users through desk side support services.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Bilingual Technical Support Specialist
Microsoft Canada Corp
Mississauga, ON
06.2005 - 06.2006
- Provided premier IT support to MSDN and Microsoft Certify Partners by resolving various support issues and implementing patches installation, networking, performance issues etc.
- Created support contract for MSDN and Microsoft Certify partners
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Provided documentation on troubleshooting of technical processes to support desk staff
- Assisted with updating technical support best practices for use by team.
- Managed high levels of call flow and responded to 60 technical support needs per day.
- Researched product and issue resolution tactics to address customer concerns.
- Responded promptly to incoming sales leads and requests for technical support.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Translated complex technical issues into digestible language for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Used ticketing systems to manage and process support actions and requests
Education
BBA - Business Administration And Management General
Athabasca University Faculty of Business
Athabasca, AB 05.2022 - Current
College Diploma - Computer Engineering Technology
DeVry College of Technology
Mississauga, ON 06.2002 - 06.2005
Skills
Project planning and development
undefinedCertification
ITIL Foundation v3 Certification
Additional Information
- AWARDS , Star Performer (individual) Best Innovation (project team)
- 2010 Tribute Award
Interests
Sports
Volunteering
Rock Climbing
Timeline
BBA - Business Administration And Management General
Athabasca University Faculty of Business
05.2022 - Current
Project Manager, Client Services\Go to Users
Boehringer Ingelheim Canada Ltd.
04.2014 - Current
Senior Technical Systems Analyst (Bilingual)
Boehringer Ingelheim Canada Ltd.
09.2007 - 04.2014
Bilingual Technical Support Specialist
CompuCom Systems Inc.
06.2006 - 09.2007
Bilingual Technical Support Specialist
Microsoft Canada Corp
06.2005 - 06.2006
College Diploma - Computer Engineering Technology
DeVry College of Technology
06.2002 - 06.2005
Similar Profiles
Kelly CairnsKelly Cairns
Leader, Clinical and Business Operations at Boehringer Ingelheim CanadaLeader, Clinical and Business Operations at Boehringer Ingelheim Canada
Dally John-OkekeDally John-Okeke
Clinical Trial Manager at Boehringer Ingelheim Canada Ltd. (through Joule)Clinical Trial Manager at Boehringer Ingelheim Canada Ltd. (through Joule)
Yolande PanaccioYolande Panaccio
Business Unit Manager at Hipra Animal Health Canada IncBusiness Unit Manager at Hipra Animal Health Canada Inc