Technology Executive
Personal Profile
Focused and enthusiastic executive with a proven ability to deliver results on complex change initiatives. Positive and transparent leader who connects with business and technology professionals. A lover of technology who understands how to securely implement at scale, in alignment with strategy and best practices.
For greater insight into my leadership and performance, review my portfolio.
Work Experience
AVP, Customer Experience & Solution Operations
January, 2025 to Present
Applying continuous innovation in the development and delivery of Maximus Canada’s enabling technology. Providing leadership to our Customer Experience, Enterprise Platforms and Service Desk teams. Key Accomplishments:
- Modernized national network creating cost savings and simplification while improving security through the application of zero trust principles.
- Delivered corporate PC refresh project featuring Microsoft Surface, Intune, and Autopilot V2. Creating a positive employee experience was a core objective resulting in a 99% successful deployment rate with an average setup time of 15 minutes.
Executive Counselor
September, 2021 to December, 2024
Provided advisory services within the Canadian Public Sector. Managed a book of 30+ accounts ($3.5M USD revenue) and collaborated with sales and delivery to support clients while retaining and growing the business. Key Accomplishments:
- Authored and published numerous industry research notes on Change Leadership, Burnout, Cost Optimization, and Governance.
- Collaborated with core research on the development of new and updated research in the areas of Infrastructure & Operations, Service Management, Identity Management, and FinOps.
- Received “Presidents Club” award for over-achievement against growth targets in 2022 and 2024.
Director, Digital Innovation & Technology
June, 2016 to August, 2021
Expanded the mandate of the department to be a source of innovation that helped the College achieve its strategic objectives. Responsible for a portfolio of technology services and supporting functions (86 staff). Funded by $13M annual budget. Key Accomplishments:
- Developed a Cloud ERP / Student Information System strategy and roadmap to inform Board of Governors approval for multi-year digitization program.
- Developed and executed a multi-year network and data center strategy aimed at reducing the College’s reliance on a single provider, while balancing investment in cloud services and owned/operated hosting facilities.
- Transformed organizational communication and collaboration through the full deployment of Microsoft 365.
Manager, ICT Transformation
February, 2015 to May, 2016
Appointed to “second in command” senior management position to lead a transformation program focused on four key areas: 1) leading alternative service delivery initiatives, 2) developing a cloud strategy, 3) developing a Smart City strategy, and 4) exploring shared services opportunities with other levels of government. Key accomplishment:
- Led the planning and design of a Public WiFi service for the city. Leveraging municipally owned fiber optic network to support economic and social development while enhancing municipal service delivery.
Manager, Service Management & Operations
October, 2013 to January, 2015
Appointed to senior management position created in support of a reorganization to bring all IT operations groups together (75 staff) in an effort to modernize technologies and create a culture of service excellence. Responsible for ITSM, Application Management, and Infrastructure Management portfolios. Funded by $15M operating budget, $10M capital budget. Key accomplishment:
- Revitalized $20M SAP implementation through outsourcing hosting, technical and functional support to a third-party supplier and focusing internal resources on the strategic use and business support of SAP.
Manager, ICT Planning & Client Relationship Management
September, 2012 to September 2013
Appointed to senior management position to implement ITSM best practices and to modernize the legacy client relationship management function. Responsible for ITSM, PPM and Enterprise Architecture portfolios (30 staff). Funded by $3M annual operational budget. Key accomplishment:
- Led the development of a 5 year, $50M Transit Technology Roadmap intended to modernize the rider experience, transit operations, and address $2M/year in estimated fare evasion.
Manager, Client Relationship Management
February, 2011 to August, 2012
Relocated to Nova Scotia after being selected to drive needed cultural change and to implement industry best practices in support of a planned IT service delivery transformation in the municipality. Led IT Service Desk and CRM function (15 staff). Funded by $1.5M annual operational budget. Key accomplishment:
- Implemented foundational ITIL processes, replaced legacy ITSM tool by procuring and implementing ServiceNow.
Senior Manager, Service Desk & Enabling Technology
September, 2007 to January, 2011
Selected to finalize the build and operation of the Ontario government’s enterprise IT Service Desk supporting 68,000 government employees. Services delivered at a highly competitive cost of $20 per call by 170 staff out of four geographical locations. Funded by $18M annual operational budget.
Senior Manager, Best Practice Office
August, 2009 to August, 2010
Requested to take on additional responsibility for 12 months by adding our Best Practice Office (35 staff) to existing portfolio while a colleague was away on leave. Responsibility included the implementation, operation and continual improvement of ITSM Best Practices for the Ontario government’s 1300 staff infrastructure division. Funded by $5M annual operational budget.
Senior Manager, Service Order Management
August, 2008 to June, 2009
Requested to take on additional responsibility for 11 months by adding the Service Order Management office to existing portfolio after the departure of a colleague. Responsibility included the operational management of the Order Management function. 10,000 orders processed per month by 100 staff out of three geographical locations. Funded by $10M annual operational budget.
Manager, OPS IT Service Desk – St. Catharines
August, 2006 to September, 2007
Selected to build and manage the first OPS IT Service Desk location in St. Catharines. Recruited and managed 50 staff across a variety of roles including conducting performance reviews and career development.
IT Security Lead
March, 2004 to August, 2006
Selected to build an operational IT security function for the Ministry of Transportation. Responsible for the management of security infrastructure and processes. Led forensic investigations and supported Freedom of Information Act requests.
Technical Support Analyst
April, 2003 to February, 2004
Responsible for providing technical support services to approximately 5,000 Ministry of Transportation customers.
Incident Coordinator
January, 2002 to March, 2003
Coordinated response to high priority incidents and outages pertaining to government networks, systems and life-critical applications. Including communicating status to key stakeholders at regular intervals.
Technical Support Analyst
November, 2000 to December, 2001
Responsible for providing technical support services to approximately 30,000 Ministry of Public Safety & Security customers.
Education & Qualifications
Computer Training Institute (1999-2000)
Computer/Network Technician Diploma
St. Francis Xavier University (1995-1998)
Business Administration Degree (Incomplete)
ITIL Expert Designation (2009-2013)
HDI Support Center Director Certification (2010)