Benjamin Chan

• Service delivery professional with over 25 years of experience. 
• Proven ability to make a positive difference via teamwork, leadership, and strong work ethic.
• Passionate about integrating technical tools with business processes in order to streamline and gain efficiencies.
• Seeking new opportunity in service delivery that leverages my core skillset.
• Dual US/Canadian citizen.

Alberta Health Services – Calgary, AB (2011 – Present)

Senior Analyst – Enterprise Data Governance – Data & Analytics

• Records & Information Management
• SharePoint development and support
• InfoPath forms development and support
• Web application support
• Information Privacy & Compliance
• Metadata development and management
• Service Level Management
• Documentation standards management
• Process analysis and improvement
• Project Management
• Service Design and Implementation
• Customer Support

Business Lead (2008-2010)

• Managed all aspects of multi-million dollar annual budget ($4M) and decreased costs 10-15% annually.
• Provided operational management of all financial processes and revenue streams, including spending approval, purchasing, and funding for outside-vendor contracts.
• Supplied management with detailed financial metrics, forecasts, and analysis to facilitate decision-making.
• Served as focal point for organizational alignment of business and finance processes.
• Facilitated all applicable audit processes, including Sarbanes-Oxley and internal corporate audits.
• Negotiated and administered vendor contracts with Hewlett Packard and Compuware-Gomez; integrated vendor tools and services into overall internal IBM service offerings.
• Established SLAs and monitored vendor services for compliance, performed problem and change management.
• Administered Salesforce.com CRM system for entire department.

• Led team of 8-10 project managers; managed workload distribution, escalations, etc.
• Provided 1-on-1 mentoring of team members as well as group training.
• Responsible for business architecture of all new service offerings; designed and documented all processes related to delivery of services, both in on-boarding and steady-state phases, provided training to team. 
• Actively contributed to business strategy planning with upper-management and co-leads.
• Supervised all financial recovery audits and customer contract approvals.
• Provided framework for all project management processes within department.
• Managed all business process standardization and architecture.
• Managed vendor relationships with Mercury Interactive and Hewlett Packard.
• Led design and implementation of Salesforce.com CRM for use by project/account management team; provided training and support to all end users of CRM system. Defined and documented all applicable workflows.

• Service delivery manager for multiple customers, including large commercial and multi-million dollar accounts.
• Managed new business engagements and service implementations.
• Initiated and led large-scale project to audit all customer accounts for accurate requirements and billing documentation, resulting in revenue increase of $700k annually.
• Led major project to re-design and standardize business and financial management processes across entire department, establishing said processes as steady-state business unit procedures.

• Technical specialist in network application measurements and performance/availability analysis.
• Assisted with problem determination, analysis, and resolution testing / implementation.

The University of Alberta - Edmonton, Canada (1992 - 1995)

• M.A. Program. Philosophy major, with specialization in Bioethics and Social-Political Theory
• Province of Alberta Graduate Scholarship awarded in 93/94

• Political Science Major
• Bachelor of Arts Degree, 6/91; Diploma in Honors Standing, 6/92