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Rene Gagnon

Information Services Professional


Email: renee.gagnon@rogers.com Mobile: 416.473.1131 LinkedIn: ca.linkedin.com/in/reneekgagnon

Project Scoping Stakeholder Mapping Risk Management Resource Management Communications Change Management Facilitation Reporting Bilingual - French - English

Engage and motivate Coach and mentor Create clarity Influence and persuade Strategic thinker Decision maker Customer focused Value driven

Strategic Planning Requirements Gathering Insight development Collaboration Problem solving Expectation management Documentation Process optimization

ITIL certification A+ certification HDI Support Centre Manager IT Trainer Desktop support Business applications

Summary
I have over 15 years of experience in an Information Services environment in various roles. I have solid technical knowledge and exceptional management skills. I am an experienced leader, manager and facilitator, capable of producing extraordinarily engaged and motivated teams. As a highly effective communicator, I create value to business stakeholders by helping to clarify their needs and translating those needs into technical requirements.

Work Experience easyhome Ltd, Mississauga, ON Change and Release Manager


Planned, scheduled and controlled the movement of all application release into test and live environments Authored, implemented and operated the change management processes including the implementation of a new ticketing system to track changes Acted as the IT Project Manager for several highly visible business projects including the build out of a new call centre as well as a new business channel for Indirect Lending Engaged with leaders at every level of the organization to plan, prioritize and implement system changes to support business objectives Controlled and coordinated the lifecycle of all changes in conjunction with several Managed Services Vendors

January 2013 present

AstraZeneca Canada, Mississauga, ON

February 2003 October 2012

Service Manager, Service and Delivery Management Information Services


December 2010 October 2012

Accountable for managing the implementation and maintenance of IS service delivery processes including Incident Management, Service Level Management, Service Introduction, Asset Management, Change Management and Problem Management Acted as project sponsor for the implementation of a global instance of Remedy for Canada, ensuring Canadian requirements were met and that the project was delivered on time and within scope Ensured the smooth introduction of new services (Device agnostic mobile service, iPad, Meeting Planner tool, Lync) through appropriate communications to the user community, identifying and planning for business impacts associated with the change, engaging stakeholders, knowledge transfer to vendor partners and provision of training. Created yearly account plans in cooperation with functional executive teams to ensure technology developments were aligned to business goals. Performed quarterly check-ins to verify that the plans were on track and remained properly aligned Consistently evaluated the effectiveness and efficiency of the services provided and oversaw the development and implementation of Service Improvement Plans to enhance the customer experience

Demand Analyst, Performance and Portfolio Information Services


November 2009 December 2010 Redesigned the overall process into a repeatable model by which the business could engage IS allowing IS to partner towards innovative technology solutions and reach business objectives in a timely manner Integrated outside service providers into what was ,previously, a primarily in-sourced service model, adding agility and scalability to the services IS provides Acted as project manager for various departmental projects including the development of an Information Services web portal and a new self-serve request module both of which continue to be operational today Provided internal and business facing communications support to the IS Leadership Team

Change and Communications Manager Information Services


August 2008 November 2009 Developed and implemented change and communication strategies for the three large and hugely successful change projects Vista implementation, IBM outsourcing implementation and IS Organizational redesign. Responsible for the overall planning and tracking of change activities and communications. Ensured change and communication objectives were clearly articulated, regularly reviewed and updated Designed and facilitated Employee Engagement Workshops to collaboratively build employee input into engagement plans for 2008 and 2009 reviewing feedback from the Report on Business survey results of the previous year Facilitated discussions with the leadership and management teams to build the yearly engagement plans and monitored progress on the engagement plans throughout the year Responsible for all related people change management activities and communications Established relationships with key stakeholders to ensure understanding and commitment to objectives and formalized clear accountabilities within IS and the business Worked collaboratively with IS Leadership Team to develop and regularly review the Transformation Change Plan, including development of an integrated communications plan Facilitated discussions and proactively raised communication and change issues with key stakeholder groups Designed and facilitated workshops to effectively frame the change towards 2010 goals for Canada

Designed and delivered half-year update meetings for staff including defining key messages, key perceptions, objectives and agenda Represented Canada IS within the Global Communications Network and ensured Canada IS communications were coordinated with the global IS program as well as with business communications Partnered with US and UK change leads to share communication and change best practices and lessons learned

Manager, Service Desk


January 2007 August 2008 Lead and coached a team of Tier 1 and Tier 2 Service Desk Analysts in an environment of continuous change As a People Manager - developed and implemented a People Plan to enable the effective execution of the corporate strategy including as key elements: Creating an environment for Employee Engagement Developing managerial capabilities Developing leadership capabilities Developing and retaining talent

Directed the team through the complete creation of a process library for Incident and Problem Management as well as Service Requests Established and maintained Service Level Agreements and proactively identified gaps in cooperation with the Service Management group Acted as the single point of contact for escalation of service issues Managed resources to ensure appropriate phone coverage Recruited for new and replacement positions

Service Desk Analyst, Deskside Support


February 2003 December 2006 Proposed and designed the implementation of a Team Coordinator role along with developing group expectations and metrics which dropped the abandon rate from 11% to 2% in its first two weeks of implementation Provided training and support to new Helpdesk employees and ongoing assistance to existing staff Provided frontline computer support to 1000+ employees in both French and English Consistently logged the most calls and the highest first call resolution

Giffels Associates Limited, Etobicoke, ON


Corporate IS Trainer

October 2000 - February 2003

Conducted training seminars for groups of 4 to 50 people in various Microsoft applications including Word, Excel, PowerPoint, Visio, Project, Publisher and Outlook Provided one on one coaching to individual employees at all levels Developed plans and program material to support training objectives Liaised with external training solutions providers Managed training requirements and scheduling in cooperation with department heads Maintained a monthly training newsletter containing tips for users Created and maintained an internal training web site

Education and Training


York University 1994

Bachelor of Arts Honours, Translation Certificate of Technical and Professional Writing

Richard Ivey School of Business


Influence and Persuasion Certified Zumba Instructor Facilitator Training Change Framework Six Sigma Green Belt course HDI Support Centre Manager ITIL Foundations A+ Certified

2010
2011 2010 2008 2008 2008 2006 2005