Jeff Furlong

Part of specialized group Technical Specialists and Engineers responsible for the support and management of IT Infrastructure Operations at CIBC .

Endpoint operations team is the escalation point for all Incidents and Problems within the organization

Exceptional Incident Management skills while minimizing operational downtime and risk to CIBC and its employees

Responsible for the imaging, configuration, management and deployment of Virtual Machines(VDI's)

Highly proficient in the management and support of VDI infrastructure using Citrix Director, Citrix Studio and VMWare vSphere

Administration and control of endpoint access to Carbon Black Parity Agent policies for preventing malicious/unwanted software from being installed

Active Directory user and group administration using ActiveRoles interface

Highly proficient using Microsoft Endpoint Manger(formerly SCCM) for the management, support, and deployment of packaged applications and Windows 10 Build deployments using OSD Portal

Worked with Engineers on Task Sequences failures and analyzing of CCM logs to determine root cause for deployment failures

Proficient with Microsoft Powershell and execution/creation of script for automation of daily activities

Installation, configuration and support Virtual applications(APP-V) and Citrix managed applications

Worked with various IT Operations teams from Messaging, Security, Desktop Testing on network connectivity issues, VPN issue and application build certifications.

Support of various lines of business both nationally and internationally with CIBC's business partners

Highly proficient with ServiceNow IT management system, required to resolve Incidents, fulfill Requests and Asset Management

• Leads a team of 40+ technicians at designated locations across the GTA.

• Work with clients on a daily basis as first point of Contact for all Windows 10 related issues

• Handle escalations related to site readiness including but not limited to migration issues, port availability, network speed, on-site content.

• Handle escalations related to workstation technical issues and works with L2/Engineering to test potential fixes before they go into production.

Highly proficient using Microsoft Endpoint Manger(formerly SCCM) for the management, support, and deployment of packaged applications and Windows 10 Build deployments using OSD Portal

•Played a key role in planing, leading, managing and executing migration strategies with multiple lines of business from Wealth, CIBC Mellon, Credit Processing Services, Customer Contact Centers  and many others to completion on tight deadlines.

• Active Directory account administration using ActiveRoles Server (ARS)

•Installation, configuration and support Virtual applications(APP-V) and Citrix managed applications, deployment of virtual machines via Citrix Studio and Citrix Director

•Support of various lines of business both nationally and internationally with CIBC's business partners, from application and infrastructure support to policy changes and connectivity issues

•Developed a script that all techs use to remotely check workstations prior to migrations, reducing the time required for techs to be on-site with users prior to migrations.

• Provide real-time reporting to CIBC team members, Project Managers and Program Directors on new and existing migration challenges facing the various Lines of Business within CIBC,

• Conduct and Lead Weekly Status meeting and provide weekly reports for Scope and Tracking purposes.

• Provide guidance and continuous improvement to process and procedures for CIBC Technology Operations and Project Managers.

• Required to move from site to site to provide support and guidance to Program team members, CIBC Employees and support personnel.

• Inventory and asset management of all new and existing client workstations 

• Managed and communicated project expectations to various Stakeholders and CIBC Business Partners.

• Managed Time and Scope requirements, aligning with Baseline targets of the Program for completion.

Working in conjunction with various PMs, supporting day-to-day project management activities for unrelated, complex project(s), or inter‐related projects of a tactical nature within a program of project(s), following Technology’s project performance standards.

• Worked in collaboration with 3rd party vendors on management of WBS, Project Scope and Project Schedule

• Assisted in control of project financials and budgeting

• Assisted in management of Stakeholder expectations and provide updates on project process

• Determined resource requirements for change tickets, confirmed resource availability & secure resources

• Obtained technical details/tasks for change records and assessed  the risk/impact of change tasks and activities

• Created implementation plans, lead & managed implementation plan reviews

• Attend TAB/CAB meeting, and address/follow-up with Enterprise Change Management for concerns (if any)

• Communicated to project team of scheduled change

• Managed end-to-end change record process

• Coordinated change implementation (including communication), including closure of successful change, or review of unsuccessful change (PIR)

• Mentoring for Project team(s) on CIBC Change Management processes, provided guidance and support

Specialized project team charged with deployment of Privileged Identity Management (PIM) Suites of software designed to bridge the authentication between Windows AD Services and the Unix/Linux environments within the organization.

• Worked with project team members and Unix specialists on defining the deployment dashboard and schedule.

• Ensured deployment tasks/activities defined in the plan are completed for the targeted servers.

• Managed end to end submission process of the change record.

• Coordinated review and approval of all change records

• Tracked/monitored submission for pre-approval and conduct follow-ups post deployment of a change.

• Partnered with testing team to ensure the testing has been completed.

• Obtained status and progress updates for the deployment tasks.

• Primary contact for task coordination

• Worked with the client Application Owners to gather any information required to assist with server migrations

• Communicated to the Business Partners & IT teams on status of project and its progress

• Assisted in the issue determination of unsuccessful tasks, communicate the result, and reschedule the task

• Updates all reports with the status of the servers throughout the project and send the updates to the Project Manager

• Experience with application migration/deployment, application & infrastructure support, and infrastructure testing

• Experience with migration/deployment of Business Applications to the client's DR/PROD environment

• Background running multiple concurrent deployment streams including scheduling, tracking to completion, post-implementation reviews, and reporting

• Escalation point for all migration issues

Promotion on the Windows 7 Program at CIBC to Incident Manager. 

• Managed the Monitoring /Controlling and Executing Phases of the Program, overseeing all technical related issues within the various Projects running through the Program.

• Designed and developed a swing machine migration plan with zero down time to the client and technicians in the field would provide a newly configured machine whilst providing white-glove service, dealing with clients on a one       by one basis using swing machines.

• Managed and communicated expectations to various Stakeholders and CIBC Business Partners.

• Managed Time and Scope requirements, aligning with Baseline targets of the Program for completion.

• Lead and managed the 'Windows 7 Command Center' for coordination and support of project team members and migration specialists

• Creation of technical documents for new configuration requirements and support purposes were generated for CIBC knowledge base.

• All issues are tracked via SharePoint and ServiceNow and shared with CIBC support personnel.

• Active Directory account administration using ActiveRoles Server (ARS)

• Took a lead role in resolving SCCM application packaging problems, software installation and imaging failures, and post configuration problems on Windows 7.

• Daily meetings with Application Project Managers, Engineering and SCCM Packaging teams to discuss packaging issues within the related Projects throughout the Program.

• Identification of new applications requirements from various LOB's to be submitted for installation on Windows 7.

• Testing verification and sign off requirements from the business before moving from UAT to Production.

Contracted to CIBC for the Window 7 Program to upgrade all client hardware and software to the new platform.

• Team Lead for the Day 2 Support Project team within the Program and providing guidance, assistance and training to the deskside support teams across all campus locations.

• Followed and adhered to Incident, Change and Project Management processes.

• Provided installation configuration and support of Windows 7 Image and its numerous application packages using SCCM 2012 to employees having challenges with the migration.

• Provided live production reporting with CIBC Project Managers, Stakeholders and executives on new and existing migration challenges facing the various Lines of Business within CIBC

• Attend daily deployment and Post Implementation Review (PIR) with the entirety of the Windows 7 Program team members for Incident Tracking and Resolution purposes.

• Active Directory account administration using ActiveRoles Server (ARS)

• Work directly with the Level 2 and Engineering teams in determining the Root Cause of SCCM task sequence failures through evaluation of logs and troubleshooting practices.

• Provided guidance and continuous improvement to process and procedures for the CIBC helpdesk and Project Managers.

• Required to move from site to site to provide support and guidance to CIBC Employees and support personnel.

• Inventory and asset management of all new and existing client workstations 

• Contracted to CIBC Mellon to migrate client workstation from Windows XP to Window 7

• Provided installation configuration and support of Windows 7 Image and its numerous application packages using SCCM 2012 to employees having challenges with the migration.

• Worked in conjunction with local CIBC Mellon IT support personnel to meet daily targets.

• Conducted USMT backup and restore of client data from the old system to the new

• Provided post migration support to Mellon employees

• Removal and proper disposal of End of Life equipment

Details Available Upon Request

Details Available Upon Request

Details Available Upon Request

Details Available Upon Request

Details Available Upon Request

Details Available Upon Request