Navid Alam

As part of the Department Strategy Section under the Office of the City Manager, I provide internal consulting services to supported business areas by developing and delivering initiatives centered around Innovation, Performance Improvement, and Service Excellence. Focus Areas: Service Innovation & Performance, Business & Financial Planning, Process Design & Continuous Improvement, Performance & Risk Management, Project & Change Management.

Taught Business and Computer Application courses offered in partnership with Portage College, AB.

Research Focus: Community Economic Development, Microfinance, Social Enterprises, B Corps.

Worked as an Enterprise Business Analyst in the Business Technology Transformation unit under the Planning & Delivery Branch, Information Technology Division, EPS - focused on delivering strategic and technology-driven solutions across the organization. 1. Identified potential projects, analyzed requirements, and assessed value impacts. 2. Presented project requests to leadership and supported approved projects throughout their lifecycle. 3. Advised business areas on process improvement, policy analysis, customer experience, and operational efficiency. 4. Maintained strong stakeholder relationships, providing updates and resolving obstacles. 5. Developed recommendation reports, enterprise strategies, and roadmaps. 6. Led change management for the Body Worn Camera proof-of-concept and contributed to policy development. 7. Led the Change Management Community of Practice and supported BA skill development in the BA Centre of Excellence. 8. Coordinated SaaS solution implementations across business areas, vendors, and procurement.

Supported two city departments (Employee Services, and Communications & Engagement) by developing and driving initiatives focused on innovation, performance improvement, and service excellence. Focus Areas: Service Innovation & Performance, Business & Financial Planning, Process Design & Continuous Improvement, Performance & Risk Management. 1. Developed branch and department business plans with leadership. 2. Led process improvement initiatives to enhance efficiency and service experience. 3. Created prioritization tools for leadership decision-making. 4. Built interactive Tableau dashboards for Public Engagement, providing insights into strategic relationships and stakeholder priorities.

Provided process development, change management, continuous improvement, and business consulting services. 1. Supported the implementation of Workfront, the department’s first resource and project management tool, improving planning, resource allocation, and decision-making for 200+ users. 2. Analyzed business needs, mapped processes, and designed customized workflows. 3. Developed and executed change management plans, user training, and adoption strategies. 4. Created leadership reports, status updates, and post-launch support materials.

Progressively advanced through operational, technical, and business analysis roles supporting TELUS PureFibre - one of Canada’s largest fibre network transformation programs. Contributed across the full lifecycle: pilot design, operational readiness, network support, and large-scale copper/DOCSIS decommissioning and customer migrations. 1. Supported TELUS PureFibre pilot and national rollout, helping design, test, and operationalize new fibre products, systems, and processes; Partnered closely with construction, network planning, field operations, sales, and customer experience teams to ensure seamless deployment. 2. Worked on the launch of TELUS CableCo, a new line of business focused on acquiring and integrating community-based cable providers across AB and BC, including migrating newly acquired customers from coax to TELUS PureFibre and decommissioning legacy networks. 3. Based off the learnings from TELUS CableCo, worked on the launch of the Copper to PureFibre Migrations program, later rebranded to the Copper Retirement Program, migrating 12,000+ customers from copper and DOCSIS networks to fibre across multiple communities, achieving 92% migration success and 28% revenue growth. 4. Developed and implemented the strategy for handling failed-orders, reducing failures by 60% within the first quarter. 5. Established a dedicated contact centre, including SOPs, workflows, training materials, and escalation models. 6, Led business analysis and operational readiness for fibre-enabled communities, improving field yield by 15% and customer satisfaction by 40%. 7. Created automated dashboards and reports (IBM Cognos, Tableau) for real-time tracking, executive reporting, and operational decision-making, saving 20+ manual hours/week. 8. Designed Reliability Index metrics and KPIs for operational scorecards and performance management. 9. Introduced proactive network monitoring to reduce failed dispatches by 80% and lower operational costs.

Wunderman Thompson is a New York-based global marketing communications agency with 200 offices in 90 markets. It is part of the world's largest marketing network, WPP. 1. Led end-to-end delivery of digital assets for Nokia/Microsoft Mobile across APAC, Europe, and the Middle East, from intake to final delivery. 2. Managed scope, estimates, technical requirements, timelines, and client communication, coordinating producers, developers, and QA teams. 3. Oversaw resource planning, milestone tracking, and risk management, providing regular status and utilization reporting to leadership.

Tiger IT designs and develops end-to-end identity and access management solutions for government agencies, corporate enterprises, healthcare agencies, service providers, and universities worldwide. Tiger IT is also a provider of biometrics enrollment, identity lifecycle management, identity document personalization and inventory management, and both COTS and customized e-business solutions. 1. Delivered large-scale national digital transformation programs for the Government of Bangladesh, including High-Security Driving License (10M+ drivers), Vehicle Registration System (7M+ vehicles), and Smart National ID (100M+ voters) platforms. 2. Led end-to-end delivery activities including requirements gathering, stakeholder management, UAT, user documentation, training & onboarding, and post-implementation support across multiple government agencies. 3. Contributed to successful government RFP responses (local and international) and authored white papers supporting proprietary digital identity and public-sector solutions.

Therap Services (www.therapservices.net) is a COTS EMR solutions provider. Headquartered in Connecticut, USA, Therap provides SaaS solutions for the documentation and communication needs of over 90,000 users in more than 900 agencies that support people with developmental disabilities all over the US. Therap is also the state-mandated EMR solution provider for multiple states in the US. 1. Implemented state-mandated EMR systems for North Dakota (2011) and Nebraska (2012), leading documentation, user training, and post-implementation support. 2. Analyzed support and trouble-ticket trends to improve materials and workflows, reducing incoming tickets by 20% and informing system enhancement priorities. 3. Escalated data-driven system issues to development teams, supporting roadmap and release planning. 4. Led creation of annual product catalogs (print and digital) and contributed to successful RFP responses across public and private sector clients.

Core Mathematics & Mechanics Instructor to candidates taking GCE Ordinary Level and Advanced Level courses under the University of London. - Developed teaching plan for GCE Ordinary and Advanced level exam preparation - Maintained and updated lesson plans on Moodle - Conducted lectures, tutorials and mock tests to prepare students for the O/Level exams - Diagnosed student needs through active listening techniques and questioning strategies - Recognized different learning styles and student preferences and designed differentiated learning goals - Graded all assessments and provided feedback to students - Hosted after-class sessions for students requiring additional support

MBA in Community Economic Development (Strategic Leadership Option) Applied Research Project: Effectiveness of Employment Support Programs in Immigrant Workforce Integration: A Study of Edmonton Region Immigrant Employment Council (ERIEC)

Courses: - Service Design: Principles and Concepts - Service Design: Methodologies and Tools - User Research - Developing Insights for Design - Service Design Ideation & Testing - Leading in Service Design

Formerly known as Becoming a Master Instructor Courses: - Foundations of Training & Instructional Practice - Instructional Delivery and the Learning Environment - Professionalism in Instruction and Training

Courses: - Project Management Essentials - Productivity and Continuous Improvement - Team Building & Facilitation - Project Charter Development - Project Schedule Management - Project Management Tools - Project Cost Management - Project Communications Management - Project Risk Management - Project Quality Management - Project Procurement Management - Project Human Resource Management

Courses: - Business Intelligence (BI) - Core Fundamentals - Data Governance - Fundamentals and Principles - Requirements Gathering for BI Projects - Project Management for BI Projects - Data Quality Management for Data Analytics - Privacy and Security in Big Data

Courses: - Introduction to Business Analysis - Understanding and Gathering Requirements - Analyzing Information, Processes and Workflow - Communications Success Factors - Solutions, Design and Testing - Implementation: Deployment, Training and Closure

Assessed as Canadian equivalent to a four-year Bachelor's Degree by World Education Services (WES), Canada. Capstone Project: Smart Traffic Light Control System using ATMega Microcontrollers.