Michael Reed

I strive to develop a sustainable, high-performance organization which listens to customer needs and brings innovations to operate efficiently across multiple departments. I focus on cost-effective management, defining best practices for customer service, projects, and service ownership, and implementing these standards across my teams. I maintain ethical, inclusive, compassionate leadership with all team members and clients.

IT Business Analyst, IT Operations

November 2020 - present 

PetroChina Canada | Calgary, Alberta  

• Budget Lead managing all IT Capital and OPEX budgets, planning, SAP tracking, accruals, forecasting, and executive reporting.
• Facilitated the creation and maintained the annual Product Roadmap, Strategic Direction and Business Vision report.
• Manage 3rd party SAAS vendor relationships to provide fit-for-purpose solutions and services.
• Coordinate vendors and service providers to ensure appropriate resources are available for project implementation.
• Manage SAP invoice processing, reporting and budget tracking.
• Management of operational projects.
• Analyze and prioritize project implementation budgets, schedules, and scopes to meet the company’s strategic objectives. 
• Coordinate IT support activities to support Site Operations.
• Standardize, simplify, and automate business processes by performing exploratory data analysis to identify improvement opportunities.
• Manage procurement activities related to Purchase Requisitions, Contract Strategies, and Purchase Orders.
• Manage operational activities, including annual software, hardware, and IT service renewals, to provide ongoing support for corporate and remote site operations.
• Provide IT operational services to support cost optimization and operational excellence.
• Prepare and implement self-directed plans for standardization, simplification, and automation.

Manager, IT Flight Operations

May 2014 – November 2020 

WestJet Airlines Ltd | Calgary, Alberta 

• Product Roadmaps, Strategic Direction and Business Vision reporting to Executive leadership, business, and technical stakeholders.
• Collaborated with multiple business units and SaaS vendors to prioritize project teamwork, estimate effort, and cost estimations, and meet delivery objectives.
• Responsible for allocating resources and balancing operational support tasks and project deliverables.
• Managed and owned 24/7 day-to-day and project activities related to operations, maintenance, and enhancement, ensuring compliance with WestJet's ITIL Incident, Change, Problem, and Release management processes.
• Gathered, analyzed, and communicated performance metrics to CIO and Executive teams and provided improvement recommendations.
• Responsible for team hiring, terminations, career development, and quarterly and yearly performance reviews. 
• Provided team building, coaching, feedback and performance reviews using best management practices and processes to push the bar higher for team performance.
• Developed and maintained proactive maintenance and issue management programs to maximize system uptime and availability.
• Ensured all regulatory and industry governance and service levels requirements were met, including Transport Canada, C-Sox, PCI, and other regulatory requirements.
• Management of partner relationships and client service communications.
• Ensured that all Operations Control-related Enterprise Applications were administered, operated, and maintained to comply with Service Level Agreements (SLA) agreed upon with business and technical stakeholders. 
• Prepared and adhered to annual OPEX and Capital budgets and worked closely with the Financial Analyst teams to accurately update the monthly forecast.
• Interpreted vendor contracts, including QA of invoices against Purchase Orders (PO) and budgets.
• Planned and implemented migration strategies to migrate legacy Flight Operation systems to cloud computing systems.
• Planned and implemented hardened disaster recovery projects in offsite data centers to ensure continuous operational availability of all critical systems. 
• Planned and completed WestJet's first successful core IT system, Disaster Recovery (DR) fail-over and recovery to the Eastern Data Centre. 
• Planned and implemented a redundant virtual environment for WestJet's Flight Planning and Crew systems.

Enterprise Team Lead 

July 2007 - May 2014 

Long View Systems Corporation | Calgary, Alberta 

Major Clients:

• Enterprise management and hyper-care of client service relationships, projects, enterprise applications, and team resources on multiple and diverse client sites.
• Service Delivery Manager for onsite staff management, Client Executive’s site reporting, client service level agreements (SLA), technical advisor, statement of work and procurement 
• Detailed weekly, bi-weekly, monthly and SLA report development tailored to the client and Executive management requirements, leveraging data analysis.
• Project planning, purchasing, and building the technical infrastructure of a client’s Oil and Gas (Brion Energy/PetroChina) camp at Fort McKay.
• Creation of annual OPEX and CAPEX budgets and accurately updating the monthly forecast.
• Responsible for coaching, mentoring, career life planning, personnel management, conflict management and project resourcing of multiple teams.
• Provided 24/7 on-call enterprise client site management, escalations, and all client site management resolution.
• ITIL Foundations V3 Certified.

North America Regional Desktop Architect / Team Lead 

October 2001 - July 2007 

Computershare | Calgary, Alberta 

• Lead for Western Canadian sites; Winnipeg to Vancouver teams.
• Architected, maintained, and implemented a unified North American-wide Windows Desktop image to reduce complexity, thus reducing implementation costs.
• Project management of multiple corporate acquisitions and infrastructure upgrades,
• Site and technical administration; coaching, mentoring, hires, training, evaluations/supervision, and terminations for team members.
• Created and led NA-wide teams to merge acquired companies' IT systems and applications into the North American corporate infrastructure.
• Forecast and management of Western Canada's IT CAPEX budget.
• Developed and maintained Western Canada IT Disaster Recovery (DR) plans.

Senior Technical Analyst

August 1998 - August 2001 

Anadarko Canada Corporation | Calgary, Alberta 

• Administration of local and remote operations in Calgary and Alberta, including 3rd level of technical support, monitoring, maintenance, and performance management
• Led a two-year project for operational modernization and replacement of production systems for cost savings, stability, and hardware redundancy.
• Provided mentoring, coaching, and training required for 1st and 2nd level support teams.
• Developed and maintained Disaster Recovery (DR) IT plans for business continuity.

• Master's Degree, MBA

April 2008 - May 2010 

University of Phoenix | Calgary, Alberta 

• BSc. Computer Science & Mathematics

April 1990 - May 1994

Brandon University | Brandon, Manitoba 

• ITIL Foundation v3

Loyalist Certification Services.

• Business Analysis Certificate - in progress.

Mount Royal University Business Analyst certificate program.