Steve Jessop
Mount Albert,Ontario
Summary
Experienced professional with over 13 years helping Utilities deploy data driven technology solutions. Serving as a client and project manager,solution designer and managed services leader to support the adoption of innovative new technologies. Collaborated on a variety of projects to improve meter to cash efficiency, outage management, and engineering initiatives with utilities of all sizes. Deployed solutions for billing, customer portals, grid security and meter data management in Electric, Water, Gas and suite metering.
Overview
26
26
years of professional experience
Work History
Professional Service Manager & Solution Consultant
SmartWorks
10.2021 - 10.2024
- Planned, designed, and scheduled implementations of meter data management and customer portal solutions.
- Client liaison on project providing change management, risk assessment, status updates
- Consulted on meter to cash and operational efficiency, designed reports and created and configured solutions.
- Evaluated employee performance and provided mentorship and strategies for improvement.
- Documented integration, business processes and solution design
- Training/demoing complex system and solutions to match business requirements.
Director of Operations
Util-Assist Inc
01.2018 - 09.2021
- Oversaw daily activities for $5 million+ in annual revenue. Guided turnkey managed services portfolio (Outage Management, Customer Service, Billing and Data Analysis) for 30+ utility clients.
- Raised profitability, supported budget forecasting and enabled significant revenue growth.
- Created data driven decision making culture to drive constant process improvements. Built enhancements like KPI dashboards using BI tools (Tableau and Power BI).
- Provided mentorship, performance reviews, staffing model and career development for 6 direct report managers, indirectly 7 supervisor and over 80 staff.
- Drove technical innovation, collaborated with clients, vendors, senior leaders, executive management and staff to keep ahead of industry trends.
Manager, Billing and Sync Operations
Util-Assist Inc
01.2014 - 01.2018
- Mentored data analysts on technical solutions and problem solving methodologies in AMI, MDM, GIS, CIS and other core utility systems.
- Developed and maintained relationships 30+ clients, building process documents, training programs and testing services.
- Ensured accuracy, regulatory adherence while exceeding client requirements for billing services for local distribution and Sub-Metering companies invoking multiple commodities (Electric, Water, Gas and Thermal).
- Leveraged data background to create and enhance CIS, MDM and Web portal upgrades, testing and business reporting processes.
Senior Data Analyst
Util-Assist Inc
01.2011 - 01.2014
- Daily management of integrated utility systems (MDM, MDM/R, AMI, CIS, OMS and GIS) within operational and meter to cash impacts.
- SME for provincial centralized MDM and rules developer within Harris SmartWorks system.
- Duties included troubleshooting code, file transfers systems, writing SQL queries and building scripts, running stored procedures and Linux commands.
- Testing plan development and execution for MDM/R, MDM and CIS systems for 30+ utilities.
- Led business process development and training sessions with clients.
Client Satisfaction Data Management and Reporting
IBM
01.2006 - 09.2010
- Developed and designed Lotus notes databases for management of client satisfaction results, tying it to key revenue, forecast and contact data points.
- Visual Basic scripting and SQL query writing to utilize ODBC to manipulate and normalize data from DB2 databases, Excel spreadsheets, MS Access and Lotus notes databases.
- Led project team to identify and evaluate new technologies and Open Office based solutions for IBM Canada Sales Operations.
IT Support Analyst
IBM
01.2002 - 01.2006
- Data and senior technical support analysis for multiple IBM’s Global e-Procurement systems (DB2, SAP, WebSphere).
- Creation of business processing and development of systems to track and report issues.
- Systems testing through software development lifecycle. Validation of fixes, code review for web based tools, SAP integration and providing critical analysis and troubleshooting to avoid any disruption of key Procurement processes.
Senior Customer Service Representative
IBM
01.1999 - 01.2002
- Call centre and email response agent responding to customer inquires on IBM corporate web site.
- Led email response team while establishing coaching on written response and increased technical accuracy.
- Shift management for 24 by 7 call center operations.
Education
Bachelor of Arts - Film Studies
Carleton University
Ottawa, ON06.1998
Skills
- Project Management
- Project Planning
- Strategic Planning
- Client Relations
- Staff Management
- Advanced problem solving
- Risk Management
- Project estimation and bidding
- Cross-Functional Collaboration
- Coaching and Mentoring
- Data Analysis
- Software Development Lifecycle
Languages
English
Native or Bilingual
Interests
Improv
Timeline
Professional Service Manager & Solution Consultant
SmartWorks
10.2021 - 10.2024
Director of Operations
Util-Assist Inc
01.2018 - 09.2021
Manager, Billing and Sync Operations
Util-Assist Inc
01.2014 - 01.2018
Senior Data Analyst
Util-Assist Inc
01.2011 - 01.2014
Client Satisfaction Data Management and Reporting
IBM
01.2006 - 09.2010
IT Support Analyst
IBM
01.2002 - 01.2006
Senior Customer Service Representative
IBM
01.1999 - 01.2002
Bachelor of Arts - Film Studies
Carleton University
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