Luis Walsh

As Team Lead for Mission Critical IT Services at the City of Edmonton, I lead and develop a multidisciplinary team supporting 9-1-1 Emergency Dispatch and GIS Spatial Intelligence in a 24x7x365 public safety environment. I provide day to day leadership, coaching and strategic direction across a portfolio supporting the Emergency Communications and Operations Management Branch (ECOMB) and the Operations and Intelligence Command Centre (OICC). This includes Computer Aided Dispatch (CAD), Next Generation 9-1-1, quality assurance, enterprise GIS and supporting cloud, automation and testing platforms. My role balances operational reliability with continuous modernization to ensure the frontline has stable, secure and responsive systems while evolving to meet changing operational, security and governance requirements. I have led delivery through 9-1-1 PSAP upgrades, large scale CAD releases and high risk production changes while partnering closely with leadership, frontline dispatchers, executive sponsors, vendors and partner agencies. Key initiatives include Mobile Responder expansion, Healthy Streets Operation Centre enablement, analytics platforms, Edmonton Transit Enhanced Community Safety, Community Safety Data Portal, Virtual Investigations, and major GIS modernization efforts that strengthen situational awareness, crime analytics and operational decision making. I have also supported high visibility public safety events including the Papal Visit where technology stability, real time coordination and rapid decision support were critical. My leadership focus is governance, change management and partner trust. I strengthen ITSM, security, resilience, structured upgrade cycles and auditability while building a team culture grounded in accountability and service quality. My experience spans business analysis, system integration, vendor and portfolio management and delivery of commercial public safety solutions including Hexagon CAD and ESRI Enterprise GIS.

I played a key role in delivering critical public-facing services for Community Services, including 9-1-1 Emergency Services, Fire Rescue, Edmonton Transit Security, Community Standards, Corporate Security, Recreation, City Attractions, the Office of the City Manager, IT and other essential functions. I led teams, mentored staff, and consistently promoted exceptional customer service while also stepping into acting team leader roles as needed. I successfully implemented and supported critical business systems that power essential operations, including computer-aided dispatch, mobile response, GIS/AVL, scheduling, records management, BI, point of sale and payroll systems. My work enabled Fire Rescue Services to adopt off-prem SaaS cloud solutions, enhancing efficiency and reducing costs. Beyond implementation, I provided ongoing support, troubleshooting, and performance monitoring, ensuring system stability. I maintained application support processes, resolved infrastructure-related issues, and developed sustainment plans to uphold contractual obligations. Leveraging automation, I improved system integration, data exchange and operational efficiency. I led and participated in multiple IT projects, managed vendor contracts and collaborated with senior leadership and other municipalities to explore innovative technology solutions. My expertise in solution architecture, change management, and disaster recovery ensured the continuous operation of key services. I also provided 24x7x365 on-call support, ensuring uninterrupted service for mission-critical systems. I have hands-on leadership experience from completing the City of Edmonton’s 8-month Aspiring Supervisor Program and consistently focus on process improvement, documentation and best practices. I successfully implemented and maintained commercial off-the-shelf solutions such as Kronos TeleStaff, Active Class and Hexagon Intergraph Software.

As an IT Analyst at Alberta Health Services, I supported the delivery of high-quality healthcare programs across clinical areas, including emergency admitting, transplant, neurology, cardiology, and intensive care units. I focused on providing IT solutions across Alberta that improved the functionality and efficiency of these critical areas, with in-person support to Edmonton area hospitals including the Stollery Children's Hospital, Royal Alexandra Hospital and the University of Alberta Hospital. I led efforts to streamline workflows, centralize data, and automate processes, driving efficiencies and cost savings through in-house solutions. I also contributed to the transition towards a provincial model by consolidating IT solutions and governance, promoting standardized healthcare IT services. My role included coordinating teams of IT analysts, establishing standards for training, coding, change management, and security. I developed web applications using Oracle APEX, C# ASP.NET, and databases in Oracle and MSSQL environments. I created BI reports for departments like Transplant, Critical Care, and Stroke, and supported solutions such as the Organ Transplant Tracking System, Perinatal Tracking System, Picis Critical Care Manager, Picis OR Manager and Emergency Department Information System. I ensured compliance with ITIL change management and privacy regulations while providing 24x7x365 on-call support for critical care and emergency admitting environments. I also presented project updates ensuring the successful implementation of technology-driven improvements in healthcare.

Provided business analyst expertise within the Customer Services department, ensuring smooth and timely implementation of business application enhancements. I documented requirements using use case modeling and collaborated closely with technical teams to represent the business perspective during system analysis and design. I developed, executed, and reviewed test plans to verify system accuracy, efficiency, and functionality. Additionally, I investigated and resolved business-related issues, offering explanations and recommending solutions to address any concerns.

Collaborated with the ATCO CIS Development & Support team to convert and maintain their entire utility billing system within a mainframe environment. I successfully converted over 800 ATCO-CIS COBOL programs from ADW to native COBOL in IBM OS/2 and performed unit testing using tools such as COBOL, DB2, IMS, JCL, and SAS. I trained and assisted new staff on the preparation and unit testing processes, and consistently delivered high-quality work in a deadline-driven environment. My role also involved coding, debugging, analyzing and resolving issues in converted COBOL programs.

Led a project team in the development of a resource and reservation system using C#, ASP.NET, and MSSQL. I collaborated directly with clients, conducting requirement gathering, business process modeling, testing and project management. Successfully delivered and implemented a fully functional system to the client within a 4-month timeline.

Independently traveled to 15 offices across Alberta to provide on-site technical support and complete assigned tasks. I created detailed technical documentation and reports for each project and updated the asset inventory, tracking over 300 PCs and peripherals. Successfully upgraded over 200 Windows XP computers from SP1 to SP2. Additionally, I completed the H2S safety program and various site-specific safety tests to ensure compliance before entering high-risk remote oil and gas work sites.

Provided billing and technical support for Comcast Internet Service to customers across the United States. Logged and tracked customer inquiries and resolutions using multiple systems. Developed strong problem-solving, analytical, and interpersonal skills, and received recognition for customer compliments and exemplary work habits.

Led and motivated a high-performing team, overseeing crew members during shifts to deliver outstanding quality, service, and cleanliness for customers while ensuring a safe and sanitary environment. Engaged in community events to foster positive relationships and strengthen our local presence.

Gained advanced expertise in emerging technologies, leadership, project management, and strategic planning. Applied leading-edge tools for analyzing, designing, and implementing sophisticated e-commerce and IT systems. Successfully completed coursework in leadership, project management, and IT portfolio management, as well as seminars on industry-relevant topics. As part of a final project, collaborated with a team to develop a Resource Reservation System for Matrikon. Additionally, completed an eight-month co-op term at ATCO I-Tek, gaining practical experience in a professional IT environment.

Developed a comprehensive understanding of software and hardware technologies through experience in software development, digital/analog device interfacing, and managing electronics. Applied structured analysis, documentation, and object-oriented programming methodologies. Worked on data communication systems, embedded systems, process control systems, and instrumentation. Gained proficiency in various programming levels, including application development, database programming, web development, and low-level development. Completed a team project developing a multiplayer network PC game using C++, MFC, and TCP/UDP. Also constructed and implemented programmable logic controllers using PLC scripting with MMI and assembly.