John Law

• Managed Government of Alberta End User Computing Services (EUC) contract all aspects. Actively managed improvements and deficiencies. Initiated, managed, and completed multiple contract changes, and introduced additional services and new enhancements to services. Managed and approved annual supplementary operating agreements, and solved all kinds of stakeholder concerns, needs, and issues. • Maintained and improved financial forecast, operational spend, financial management and stewardship of $21M annual budget to deliver (EUC) Services to over 34,000 users. • Negotiated and established initial reporting of SLA’s and KPI's for services. Achieved ongoing continual improvement of performance against targets, and continually partnered with vendor to improve service delivery in several areas. • Worked closely with IT vendor to focus and prioritize improvements to existing services, from identification through to initiation, monitoring, and completion of improvements and to vendor service improvement projects. • Implemented specific services not yet implemented since start of contract, including Connect IT Bars and transformation of delivery model to original service vision. Initiated, planned, and partnered with vendor delivery executive to focus on, remove roadblocks, and implement missing aspects of EUC services vital to the effectiveness and timely delivery. • Developed and drove a multi-stage successful continuous improvement program, prioritizing opportunities which provided higher value and return on invested effort. • Managed results through trusted and value based relationships. Organized collaboration discussions to track and resolve gaps with services, delivery challenges and needs. Collaborated with vendor account management and delivery teams to solve issues, and develop and implement long term improvements and solutions.

• Lead an environmental scan across the organization to understand tools, systems, and processes that would be candidates for consolidation of separate ministry ITSM functions into ServiceNow. • Assessment included engaging stakeholders, conducting interviews, gathering information and synthesizing for use in consolidating and merging various IT intake systems, in order to help leverage business decisions migrating to ServiceNow. • Worked with stakeholders to determine current ITSM systems and processes. Identified roadblocks to migration, and candidates for consolidation into ServiceNow. • Identified gaps and unknowns between multiple dependent systems to reduce or eliminate unknown, negative impacts of decommissioning of separate enterprise ministry systems. • Created specialized Database Application to capture and merge existing and new information into a consolidated view, in order to provide repository for the assessed opportunities for systems consolidation. • Synthesized findings by providing intelligent priority based recommendations that became the foundation to leverage business decisions in sequence of systems to consolidate. • Researched innovative new ways to accomplish Service Design practice. Named as a key contributor to preparations to enable transition to ServiceNow. Was a key contributing member to new Service Request (RITM) design sessions for specific Catalogue Services, and often ideating real-time in design sessions with internal stakeholders in order to drive Service Delivery process improvements. • Developed and improved Service Design practice templates and processes; and partnered with members of team to analyze and improve existing methods in order to help drive new ideas and improvements to work the team was responsible for. • Other projects included service discovery of opportunities for new service offerings, and working with stakeholders to understand and rank business needs for potential services.

• Leadership in transition of new IT Service contracts into managed state within short time-frames, without escalations. Managed ongoing challenges, issues, and concerns between ministry, vendor, and project teams; resolving issues, requirements, and needs. Worked closely with all stakeholders to address transition gaps and concerns, attaining mutual benefits and timely outcomes. • On-boarded new contract managers into roles. Mentored and supported new staff, providing supports, guidance, leadership and coaching, enabling accelerated internal competency and confidence. Results included client ministry confidence in vendor and contract management team. Results included positive perceptions and relationships between all stakeholders. • Results included vendor and client stakeholder confidence in contract transition, and in vendor and contract management practices. Assured positive relationships between stakeholders and a solid perception of competence and trust. • Developed transition playbook and timeline to improve processes for staff taking on new contracts. Assured planning and timeline prepares hand-off of new contracts from formation to run state. • Contract transitions included a new vendor as well as a transformed services and requirements from new contract; with new outcomes and metrics as part of the transformation from previous to new service. • Praised by some areas outside and within immediate team for understanding of transition and service transformation requirements; including guidance to the transition teams. Identified gaps and assisted new GoA and vendor teams to ensure all gaps were addressed. Leadership complimented my skills and willingness to go over and above to assist and drive desired outcomes for new contracts, and in training members in their delivery roles.

• Management of relationships with IT vendors at the operational level to coordinate a wide range of activities including: service enhancements, process issues, technical issues, and ministry service level concerns. • Supported stakeholders in both strategic and operational planning; including identifying, evaluating and recommending opportunities to apply new initiatives which support new or existing business needs. • Continually improved delivery of services and developed service improvement and enhancements and initiatives that successfully met operational plans, goals, objectives, strategies and targets. • Developed, coordinated, and monitored Continuous Service Improvement Initiatives impacting IT Service Delivery through ongoing planning, coordination, and tracking of Vendor activities. • Worked with user groups and IT providers to help define requirements. Organized, prioritized and scheduled projects and their deliverables. • Reviewed and monitored IT projects, and provided guidance to resolve issues in projects as ministry engagement and technology issues arose. • Interacted regularly with multiple ministries and vendors that provide IT services to the government. Worked closely with multiple clients and IT supplier groups to coordinate and resolve systemic issues impacting ministries and vendors. • Lead teams of vendors and contractors on IT projects that affected one or more ministries across the government, responsible for complex specialized areas within IT which had cross-government impacts. • Understanding, interpreting, transferring, translating and resolving customer, systems, applications, issues relating to various products and IT Services, resulting in improved service and/or functionality after completion and correction. • Played a significant role in the development and change of Ministry and IT technical standards, practices, methods and procedures; and ensured work was performed to desired standards.

• Primary project management, leadership, coordination, and execution of full technical architecture, designs, and implementation of new ground up enterprise high security IT infrastructure environment. Built environment to support very secure and highly reliable information sharing within and between various Law enforcement and investigative agencies. • Designed, architected, and implemented new high security RCMP accepted CPIC provincial network. Followed and exceeded National RCMP Protected B data security standards in designing and implementing SOLGPS CPIC provincial network, resulting in what was confirmed by RCMP Federal Triumvirate approval body as the first non-policing organization in Canada to be trusted to distribute CPIC. • Designed, Planned, and Implemented, leading edge high security internal network security and multi-factor authentication to facilitate very well secured network. Architected networking for WAN based leading edge remote video visitation system for the most advanced Jail in Canada, the New Edmonton Remand Center. • Designed, lead, and implemented various critical infrastructure projects including: high security networks, and high security applications and services. Integrated multiple complex technologies, in order to achieve business objectives and outcomes. • Lead highly skilled IT staff in the implementation of complex IT infrastructure projects. Mentored and trained experienced IT staff. Provided new staff with regular direction and guidance on projects and tasks. Provided technical support and encouragement to staff needing assistance with technical challenges. • Established excellent working relations with internal and external partners, vendors, and contractors. • Contributed to ministry Project Management Office to help launch PMO and participated in IT (DRP/BCP) Disaster Recovery and Business Continuity planning and preparation for infrastructure systems.

• Enterprise Information Systems / Integration consultant providing technical architecture, planning, design, and implementation of technology for various private companies via established IT contacts. • Worked with clients to interpret computing requirements and determined technology solutions to meet desired computing requirements. Proposed immediate, and longer term plans to help with direction setting for IT infrastructure. • Evaluated, planned, resolved, and implemented enterprise level technology improvements including current VMware virtualization, server/storage consolidation, network and security infrastructure upgrades to existing IT infrastructure. • Technical Architecture, Planning, and Design consultation to various organizations through consulting in IT infrastructure and architecture for IT departments and strategic direction and growth. • Analyzed, Troubleshooted, rebuilt and re-configured IT infrastructure systems for small and medium sized companies having LAN/WAN, or Server, and/or internet performance and reliability problems. Resolved customer issues and improved company IT situation. • Recommended changes to company backups and to system architectures presently in use in order to reduce risk and to improve recoverability of customer client/server systems. • Troubleshooting of customer client server and networking issues. Provided on-site contracted IT technical support and maintenance to various small to mid-sized companies. • Some customers included Canadian Western Bank , Cobalt Canada, ICI Canada, CEAPRO Inc. BIOMIRA, AltaPro, Manufacturers' Health & Safety Association (MHSA).

• Lead and Coordinated the Technical Architecture, Planning, Design, Implementation, and support of NorQuest’s IT systems and infrastructure. Created and reviewed projects for new technologies and determined the technologies, solutions, and resources needed. • Chief Systems Integrator for Enterprise Communications and Information Systems Infrastructure; including project management for Infrastructure technology projects. • Worked with wide range of clients to interpret computing requirements, and determine technology solutions to meet the desired outcomes. • Architected, built, implemented, NorQuest’s Voice over IP and LAN/WAN network infrastructure. Received excellence review from Mitel assessment expert indicating my design and implementation had passed with flying colours. • First in Canada to design and implement Gigabit High Speed Collapsed Backbone Ethernet Network infrastructure. Early adopter in the use of end to end certified structured cabling architecture. • Designed and built the world's first successful Agresso Cluster, and NorQuest’s First SQL2000 Production and Active/Active Cluster systems, including engineering a fully distributed design with no single point of failure. • Worked with Paradyne Company to create North America’s Longest known High Speed DSL WAN link using over 322Km of wire passing through 2 central offices. • Supervised, organized, delegated and assigned the quantity and complexity of work that is appropriate and equitable to the individuals assigned to infrastructure projects, and support of college computing systems. • Identified and determined operational processes and standards for support of computing infrastructure. Provided lead operational support of college IT Infrastructure environment. Designed, changed and enhanced the computing infrastructure environment. • Effort dictated by heavy work loads, multiple demands, and deadlines. Functioned as a member of the IT department leadership team.

• Responsible for the stewardship of all organization’s IT systems and the ongoing improvement and upgrade of I&T systems and infrastructure. • Responsible for IT budget for Technology projects and IT departmental operations. Negotiated contracts and specifications in and for long term agreements. Lead IT project management, planning prioritization, implementation, and IT operations for the computing department. • Selected, screened, interviewed, hired and the supervised staff for operations and support roles. Set priorities for technical staff, and ensured that effective resolutions and strategies were developed ongoing. • Accountable for project initiation, design, coordination and implementation of applications, systems, and all supporting IT Infrastructure. • Responsible for maintaining IT overall management, operation, growth, change, security, redundancy, performance, reliability, disaster recovery, backup integrity, virus protection, data storage integrity, and user access security, of systems that run mission critical functions and applications.

• Provided decision-making and implementation expertise for Computing and Networking for the organization, and for the implementation of ongoing technology shifts, upgrades, and ever-greening. • Responsible for research, planning, design, and implementation of all WAN/LAN end to end networks for the organization, and rendered ongoing updates and improvements to all IT systems; and improved performance and reliability of systems. • Initiated and maintained responsibility for the design and implementation of full campus structured cabling initiative taking the college from coaxial Ethernet backbone and edge network to full migration into collapsed back-bone Gigabit Ethernet network. • Worked as part of a team of trained IT professionals in the ongoing operational support of client/server environment spanning many hundreds of machines at multiple campus sites. • Assisted, mentored, and lead other IT staff in the support and troubleshooting of complex IT technical problems. • Created first college database system to track and manage user requests for service, and an improved IT departmental application/system to track the purchasing and inventory of hardware/software assets. • Maintained, and repaired networked end user PC and Macintosh systems and peripherals.

• Worked in Huston head office to observe all areas of a new modular slim-hole tool. Created exploded diagrams and repair procedures that did not yet exist anywhere. • Created plans and documentation required to enable the facilitation of a Canada repair facility for new slim-hole tool. • Showed initiative, drive, and willingness to perform beyond expectations and was recommended by the head office for achievement, and became technical lead for the Canada district operational support for the new MWD/slim-hole service. • Worked with multiple disciplines including Machinists, Welders, Electronics Engineering professionals, and Directional Drillers in the design and manufacture of custom changes to improvements to existing systems. • Worked with head office directional drilling expert on the design and creation of a new computer based tool, for use on a brand new directional drilling tool; (for use world-wide) that calculates and determines appropriate down-hole tool pre-assembly configuration. • Initiated, organized, and implemented a computer tracking system for MWD equipment in Canada district for tracking surface and down-hole equipment utilization, maintenance programs, internal equipment failures, repair inquiries and more. • Created a database oriented system for the MWD/survey department in order to detect missing assets, up to date equipment counts, monthly asset depreciation, and component histories. • Performed troubleshooting of systems beyond areas of normal troubleshooting practices, such as microscopic level circuit inspection, fatigue related intermittent problems, extreme temperature variation, and heavy vibration failures. • Calibrated and tested equipment to ensure field reliability and readiness. • Repaired and maintained microprocessor based down-hole drilling survey equipment, interfaced to analog and digital measurement systems. Performed troubleshooting and maintenance of all supporting down-hole and surface equipment.

• Provided a wide range of services including, sales, design, installation, after sale servicing and support for commercial sound, lighting, intercom, and security systems. • Company marketed its services and products to a variety of clients including: night clubs, schools, restaurants, sports and community centers, shopping malls, provincial government, and high-end homes. • Company maintained service contracts to maintain operations of customer equipment, offering 24-hour response for customers requiring this. • Company supported and maintained service contracts for 3M Canada, NTN sports, West Edmonton Mall, Edmonton Catholic Schools, numerous Edmonton night clubs and various other single installation customers. • Activities involved maintaining, inspecting, and servicing professional audio/video/satellite equipment; and other commercial electronics.

• Installation of commercial microcomputer security systems; including digital alarm panels, time lapse video systems, CCTV systems, and custom designed interfaces. Worked both independently and as part of various teams on installation projects. • Provided support for IT operations including; computer systems support, creation of asset and customer tracking system, financial and accounting applications support, custom graphics; as well as creation of standard company forms using various applications. • Acted as sound system advisor, working to resolve/repair issues with PA systems in permanent installation environments.

• Provided professional sound engineering services to various artists and various companies, in a world-class recording studio. • Engineered various studio projects focused on original music tracking and production for demos, independent albums, radio contests, and radio commercials. • Provided professional live sound reinforcement services for live shows and club venues. Hired as live sound course instructor for Columbia School of Recording Arts. • Early user/adopter of digital sound processing, MIDI sequencing systems, electronic instruments, and digital samplers. • Hired as in-house studio technician to maintain world-class studio and it's equipment; including mixing consoles, outboard signal processing equipment, multi-track tape systems, and other electronics. Maintained two recording studio's and was on-call 24-hours. • Designed, installed and implemented new studio "B" environment including all equipment and related systems. Modified Neve console to expand capabilities and integrate into new digital and multi-tracking environment. • Modified studio equipment to either expand or improve performance and features of existing equipment as requested or as needed. • Utilized computerized acoustics analysis system to help fine-tune room acoustics for studio environments.