Vancouver, British Columbia, Canada
Reid Dalgleish is a leader that builds and supports cross-functional teams to deliver exceptional IT services for clients. He is passionate about establishing trusting relationships, mentoring and developing resource talent, and empowering the next generation of industry leaders. His background is as a diversified IT Operations and Systems Specialist with 25 years of proven success leading teams focused on web-based enterprise solutions for client accounts in transportation, government, utilities, and health care. He has deep expertise in Microsoft, Oracle, and IBM-based enterprise systems with strengths in leading, managing and executing project and support services with transparency, information, and intention. Reid has skill concentrations in Team Leadership, ITIL-based Service Delivery, Project management, Middleware implementation and maintenance, technical writing and documentation, Process development, Server operating systems, Database services, Content/case management systems, Web application enterprise management systems, and business process analysis.
Service Delivery Manager for Web Platform Support Team contracted to BC Hydro
As the Service Delivery Manager, Reid’s responsibilities include: • Delivering Operational, Application and Facility (Infrastructure) Managed Services. • Reporting to the Contract Management Teams and overseeing contract governance for CGI. • Providing business and technical oversight and direction to the application and middleware operations, development, database and infrastructure Service Delivery Leads. • Overseeing delivery of all contract-defined ITIL-based services within Service Level Agreements. • Ensuring that service delivery processes are implemented appropriately, and changes are reviewed and communicated effectively with consideration of privacy and security requirements. • Ensuring that contractual documentation is current and maintained. • Planning Business development initiatives with clients and other stakeholders, including delivery of technical assessments and Annual Operating Plans. • Producing contractual governance reporting, financial health checks and status reporting, approval of invoices and SOWs, management of work at risk and invoicing. • Providing support for subcontractor, vendor and Third-Party stakeholder engagement. • Supporting CGI member career development and performance.
As the Service Delivery Manager, Reid’s responsibilities include: • Producing monthly project financial health checks and reporting, providing updates on any changes to the project Portfolio to Engagement Assessment Services. • Supporting month-end financial reporting and forecasting with the Panorama Project Manager and the Health Sector Director’s Office. • Providing guidance, coordination, and escalation on funding for new project work and resource changes. • Attending team status, change management, and client meetings.
- Successfully supported Government of Ontario Ministry of Child and Youth Services and the Canadian Pharmacists Association client infrastructure and application contracts utilizing Vancouver-based remote support. The role required managing incident tickets, deployment requests, new platform builds and environment migrations, user account and security role management, organization structure management, backup activities, server and service monitoring, log file analysis and cleanup, report generation from database and reporting services, and documentation of all service work completed. - Enhanced contract effectiveness by completing several upgrade projects including scripting, automating, and documenting of client data reporting and security installs complying with new audit and data security requirements, and migration of a client environment platform from IBM AIX to Windows Server 2008 including modification of all scripts and replacing and installing comparable and compatible services in addition to a database migration. - Ensured effective problem, incident, and request resolution with direct communication to IBM Help Desk and AMS teams, project managers, account client representatives, and application development teams. - Provided development life cycle continuance by assisting build teams with bug fixes, deployments, documentation and testing.
- Produced corporate Webcast recordings for IBM Pacific Development Centre's Media Solutions Team. - Provided production services for media requests from IBM customers including audio/video editing, live and on-demand webcasting, podcasting, and online training module generation, using Encoders, audio and video recording and editing equipment and software, and the IBM Webcast Delivery System (WDS).
• Providing effective business hour and 24/7 on-call 2nd and 3rd Tier technical support in Canadian Pacific client's web server production and UAT environments while delegating or resolving issues accordingly with assistance of Incident Resolution coordinators and support teams. • Facilitating continuous improvement initiatives through deployment of release packages and managing workflow for Canadian Pacific’s UAT and production environments. • Providing Subject Matter Expert and Team Lead/Coordinator activities for knowledge transfer of customer contract services to IBM India and Infosys Application Support and Management teams. • Managing development and support team resourcing for incoming service requests including requirements gathering with client Business Analysts, Client contract reps, and project managers. • Effectively planning, designing, and estimating new work requests including building test stubs for intermodal crane software replacement and creating mock-ups for web tool metrics dashboard replacement. • Prioritizing effective communication through creation of troubleshooting, support, and deployment documentation for technical support teams. • Providing proof of concept technical estimates for pending projects. • Providing technical expertise to customer the Web Portal Service Rebuild project following hardware failures and subsequent emergency service rebuilds.
- Provided 2nd and 3rd level support and incident resolution for ~35 Web-based and SharePoint Portal Server-based applications, sites and services, EDI applications, distributed web services. - Managed SharePoint Portal Server-based site administration, content and function changes, user access, security groups, and event sync modifications. - Supported the corporate and Intranet websites and the content management system structure used to manage site content on the corporate sites. - Planned and executed bug fixes, acceptance and production environment deployment scheduling and requests, unit and regression testing, Warranty to Support transition documentation. - Developed Service Level Agreements, Service Definitions, and Support documentation for new .NET applications. - Assisted with completion of process definitions defining reorganization requirements of the IS Department.
- Designed, developed, enhanced, repaired, supported VB COM, ASP, dotNET, SharePoint web applications and web services. - Responsible for design and build of ASP/COM/Oracle DB-based customer portal based on original ASP/COM/XML flat-file based portal pilot. Conversion required important security, integration, data warehouse, and technology enhancements. Involved with coding (ASP, VB, Javascript, SQL), testing, design, data modelling and conversion, warranty and support, documentation, test case building and result analysis. - Maintained database of all user profiles and mail groups utilized to complete Lotus Notes to Microsoft Exchange Migration project.
- Supervised cement service crews of 2-10 individuals completing cement, acidizing and pressure treatment work for oil and gas production and service wells in BC, Alberta, Saskatchewan and Ontario. - Treatments included calculation of well volumes, downhole pressures, provisioning supplies, preparing downhole tools, determining optimal location setup and teardown, overseeing crew activities and third-party material providers.