Hi, I'm Mike

Some of my Projects

Some of My Skills

Check out my resume

(or download a copy!)

IT Program Manager, PMO | iQor | Aug 2018 - Present

• Lead the remote-agent Work from Home program as Product Manager, allowing users to work from the comfort of home. I interviewed stakeholders, developed the feature road-map, worked with engineering and operations to prioritize work and helped to grow the program by 200 additional users so far
• Developed an improved Disaster Recovery plan, which was put to use during hurricane Dorian to allow up to 300 employees to work remotely during the storm. Initialized contact with operations to determine demand, oversaw the remote configuration of devices and the support of new users in multiple locations, with 80 users deployed in under 24 hours
• Managed the evaluation of numerous enterprise asset management platforms, working with cross-functional stakeholders to identify critical features while avoiding additional expenditures and complexity
• Drive multiple concurrent projects as part of the PMO team with a specialty for projects spanning various functional areas and international geographic distributions. I am responsible for projects from initiation through completion and coordinating and gaining buy-in from Operations, customers, IT and Engineers

Business Intelligence Analyst, IT | iQor | Mar 2016 – Jul 2018

• Initiated and oversaw an MVP to develop a staff enabling chat-bot to reduce time-to-resolution for IT. I conducted user interviews and developed a product roadmap. Developed a LUIS based language model, created the bot logic layer and integrated with Skype for Business for beta testing
• Modelled capacity and demand planning for 40,000 desktop VDI environment to ensure customer success and proper resource allocation while minimizing the need for new hardware capacity
• Introduced a Power-BI based reporting framework to our VP and SVP level, providing training and consulting services to ensure all teams could take advantage of high-impact data analysis while reducing labour needs
• Lead multi-disciplinary teams to develop metrics and to provide timely and accurate reporting for IT executives. Some of the projects I lead involved language models of trouble tickets to categorize them more effectively and modelling logs to eliminate false-positives and find trends in our consolidated app logging

IT Escalation Manager, Support Team | iQor | Apr 2013 – Feb 2016

• Initiated a redesign and functioned as product manager for our real-time operational awareness platform. After my project, storage utilized was reduced by 37% while significantly improving query times, adding multiple new data streams and increasing available information and greatly increasing data-density
• Lead high visibility outage calls as incident manager while coordinating troubleshooting with technical teams. Provided executive updates to both IT and Operations while focusing on customer and user impact
• Developed training for and introduced the use of Wireshark throughout the support organization to reduce time to resolution dramatically for network-based application troubleshooting
• Built a C# web app to provide easy access to distributed data for troubleshooting. Built the UI, data models and Web APIs as a part-time project, now used by dozens of technicians

Operations Manager, Cambridge Call Center | iQor | Jan 2009 – Mar 2013

• Facilitated the growth of the department from $3 to $6 million/year in revenue
• Consistently a top performer, promoted from supervisor to operations manager in 12 months
• Lead 170+ employees to Work from Home as the first entirely remote-work department in the company

Education

Master of Business, Entrepreneurship & Technology | 2021 | University of Waterloo

• An entrepreneurial focused program, the MBET provides students with both academic knowledge and hands-on practice for taking concepts from idea through commercialization with an emphasis on hypothesis testing
• Organize and lead multiple extra-curricular groups including Pizza & Pitch nights, Ideation sessions and more to help develop skills and share ideas
• Member of the Student Venture Fund as an Analyst. Analyzed the market and competitive landscape for a startup to inform a decision by the associates on whether to recommend the company for investment

Bachelor of Commerce | 2009 | University of Guelph

• Minored in human resource management
• Worked near full-time throughout, balancing work & school
• Took courses in the sciences, arts, psychology, business and computer science to gain exposure in multiple disciplines and maximize my exposure to new perspectives

Additional Courses | I love to keep learning new skills:

Machine Learning Engineer Nanodegree | 2016 | UDACITY

This program focused on the introduction and application of both machine learning and deep learning. Gained an applied knowledge of scikit learn and TensorFlow and a great understanding of the applications of machine learning and deep learning models. Also a member of the first cohort of the program

• Capstone Project: Using TensorFlow and implementing Fractional Max Pooling, was able to hit 84% accuracy on a subset of the CIFAR data set on very limited GPU capacity. Read all about it here!

Data Analyst Nanodegree | 2015 | UDACITY

This program helped me explore more of Python as a data modelling language, including an introduction to Pandas and Jupyter notebooks. Also made use of D3 and javascript for creating interactive visualizations. Member of the second cohort through the program

• D3 project to explore airports in the United States | Check out the project
• Using Machine Learning to predict fraud participants at Enron from emails | Check out the project

Other Udacity Courses

• Product Design
• A/B Testing for Business Analysts
• Model Building and Verification