tag:blogger.com,1999:blog-50470427472230880192011-07-08T01:21:34.580-07:00Hnoreply@blogger.comBlogger21100tag:blogger.com,1999:blog-5047042747223088019.post-64560051436719262112009-06-18T11:47:00.001-07:002009-09-17T22:25:49.649-07:00<span style="font-family:arial;">Download a PDF version <a href=" https://www.box.net/shared/dcn41pke00">here</a>.<br /><br />Find me on <a href="http://linkedin.com/in/heatherurquhart">LinkedIn</a></span><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/5047042747223088019-6456005143671926211?l=heatherurquhartresume.blogspot.com' alt='' /></div>Hnoreply@blogger.com0tag:blogger.com,1999:blog-5047042747223088019.post-43921606697638117012009-06-14T19:45:00.000-07:002011-05-26T13:47:18.311-07:00<span style="font-family:Arial;"><strong>Overview</strong><span style="font-family:Arial;color:black;"> <br /><ul><br /><li>Experienced, versatile consultant/business analyst skilled in business processes, facilitation, project management </li><br /><li>MBA (Strategic Management), Information Systems Analysis &amp; Design Certificate, Bachelor of Arts </li><br /><li>Solid capability to quickly learn new information systems and methodologies </li><br /><li>Excellent written and oral communication and presentation skills</li></ul></span><strong>Highlights </strong><span style="font-family:Arial;color:black;"><br /><ul><br /><li>Led project to define business processes for a multi-million dollar operational system implementation </li><br /><li>Coordinated project to outsource supply of essential customer service product </li><br /><li>Managed client side of vendor-client project to develop and implement critical data delivery system for 3000 users </li><br /><li>Facilitated process development and contract negotiation meetings with all project stakeholders </li><br /><li>Developed and implemented new process to reduce customer service response times </li><br /><li>Designed and delivered software and process training for data authors and users </li><br /><li>Organized departmental Christmas party and increased attendance from 40 to 120 attendees over 2 years</li><br /><li>Led teams of volunteers to manage 1500-member sport league, including scheduling, training, and communications</li></ul></span><strong>Skills</strong><span style="font-family:Arial;color:black;"> <br /><ul><br /><li>Business Processes: Group facilitation, gap analysis, documentation and flowcharting </li><br /><li>Customer Service: Requirements analysis, problem/issue resolution, client focus </li><br /><li>Communication: Presentations, reporting, composition, web sites</li><br /><li>Project Management: Project planning, team coordination, problem resolution </li><br /><li>Information Systems: MS Office Suite, Project, Databases, Photo Editors, SGML, Banner </li><br /><li>Languages: English (native), French (advanced) </li></ul></span><strong>Employment History</strong><br /><span style="font-family:Arial;color:black;"><strong>Mar 2007 – July 2009 Prospect Researcher – <a href="http://johnmolson.concordia.ca/">John Molson School of Business</a></strong><strong>, </strong><a href="http://concordia.ca/"><strong>Concordia University</strong></a><br />Responsible for prospect research, identification and evaluation of prospects <br /><ul><br /><li>Identify, research, rate, and recommend current and potential major gift prospects </li><br /><li>Conduct special research projects and prepare business cases and reports for potential donors and projects </li><br /><li>Query, update and train team members on the Advancement Information System (AIS) database </li><br /><li>Monitor media sources to track markets, and identify prospective donors and philanthropic trends </li></ul><strong>July 2002 – Mar 2007 Management Consultant, <a href="http://aircanada.com/">Air Canada</a></strong><br />Multiple positions on a contractual basis, within the Air Canada Maintenance division<br /><br /><i>Project Lead, Business Development (3 different projects)</i><br />1. On-board Medical Oxygen Outsourcing Project <br /><ul><br /><li>Goal: Implement 5-year contract worth $3 million to outsource management of essential customer service </li><br /><li>Coordinated cross-functional teams for contract, training, business processes and other requirements </li></ul>2. Air Canada Maintenance Information Technology System Replacement Project<br /><br /><ul><br /><li>Goal: Replace all systems used in management of aircraft maintenance (including maintenance check schedules, tracking parts and components, finance) </li><br /><li>Analyzed and developed new business processes/use-cases with system vendor, users, and management</li><br /><li>Facilitated process development sessions</li></ul>3. Aircraft Maintenance Contract Review Project <br /><ul><br /><li>Goal: Fully implement Air Canada’s main aircraft maintenance contract </li><br /><li>Led sessions with multiple levels of management to review and negotiate contract and process requirements </li><br /><li>Ensured all concerns were addressed and in line with corporate strategy </li></ul><i>Digital Data Business Analyst, Technical Publications (One project)</i> <br /><ul><br /><li>Performed user requirements analysis for process and aircraft maintenance manual data management and delivery system change </li><br /><li>Collaborated with supplier and users to develop solutions to meet requirements and regulations </li><br /><li>Developed processes and training as project progressed through to completion </li><br /><li>Trained authors and end users on standards and authoring, publishing, and browsing environments</li><br /><li>Followed up on deliverables and ensured timelines were met </li></ul><strong>Oct 2000 - July 2002 Assistant Manager Digital Media, </strong><a href="http://iata.org/"><strong>International Air Transport Association</strong></a><br /><br /><ul><br /><li>Managed planning and production of digital media products on a project by project basis </li><br /><li>Translated customer business needs into technical product requirements </li><br /><li>Provided consistent, quality business-to-business customer service and support for digital media products </li><br /><li>Developed, streamlined, and documented business processes </li><br /><li>Supervised one direct report (product developer) </li></ul><strong>July 1997 - Oct 2000 Digital Data Administration Specialist, </strong><a href="http://aircanada.com/"><strong>Air Canada</strong> </a><br /><ul><br /><li>With newly formed team, developed standards for process development and documentation</li><br /><li>Coordinated project to digitize policies and procedures manuals for maintenance division use </li><br /><li>Performed user requirements analysis and developed solutions to meet requirements and regulations </li><br /><li>Facilitated team and stakeholder process meetings, ensured standardization of process documents </li><br /><li>Designed and delivered team training and support on both software and documentation standards </li><br /><li>Developed database to track and prioritize processes </li></ul><strong>Mar 1996 - Aug 1997 Assistant Coordinator - External Portfolio, Concordia Student Safety Patrol</strong> <br /><ul><br /><li>Promoted the Patrol within Concordia community to increase awareness and usage </li><br /><li>Drafted proposals for approval by Patrol Steering Committee, including Dean of Students </li><br /><li>Liaised with internal and external guest speakers, chaired committees and scheduled patrol shifts </li><br /><li>Organized security for community events outside the university, including National Campus Safety Conference </li></ul><strong>Aug 1996 - May 1997 Staff Supervisor, </strong><a href="http://www.aseq.com/"><strong>Quebec Student Health Alliance</strong></a><br /><br /><ul><br /><li>Provided confidential customer service to university students managing their health plan </li><br /><li>Liaised with plan provider for problem resolution in escalated cases </li><br /><li>Supervised staff of six customer service agents </li></ul><strong>Mar 1993 - Aug 1996 Coordinator of Marketing Support, Bock &amp; Bock Investment Services</strong><br /><br /><ul><br /><li>Provided client service, including maintaining client database </li><br /><li>Composed and proofed marketing documents and client </li><br /><li>Assisted in organisation and hosting of seminars </li></ul></span><strong>Education and Career Development</strong><span style="font-family:Arial;color:black;"><br /><strong>2000 – 2002 Masters in Business Administration</strong><br />Concentration: Strategic Management<br /><a href="http://www.mcgill.ca/desautels/">McGill University</a>, Montreal, Canada<br /><br /><strong>1997 – 2000 Certificate in Systems Analysis &amp; Design</strong><br /><a href="http://www.mcgill.ca/conted/">McGill University</a>, Montreal, Canada<br /><br /><strong>1993 – 1997 Bachelor of Arts</strong><br />Honours Political Science, Major Western Society &amp; Culture<br /><a href="http://artsandscience1.concordia.ca/liberal_arts_college/">Liberal Arts College</a> Member<br /><a href="http://concordia.ca/">Concordia University</a>, Montreal, Canada<br /><br /><strong>1991 – 1993 DEC - Social Science</strong><br />Liberal Arts Programme Certificate<br /><a href="http://www.johnabbott.qc.ca/">CEGEP John Abbott College</a>, Ste. Anne de Bellevue, Québec, Canada<br /><br /><strong>Additional Courses:</strong><br />Project Management Fundamentals (Air Canada, 2006); Techniques of Public Communications (Concordia University, Continuing Education, 2005); Leadership Skills (IATA, 2001); Project Management Tools &amp; Techniques, Human Factors in Aviation (IATA &amp; Air Canada, 2000); Team Management (Air Canada, 1998)</span><br /><br /><strong>Volunteering / Other Activities</strong><br /><span style="font-family:Arial;color:black;"><br /><ul><br /><li>Running (4 50Ks, 7 marathons, 10 half marathons, various trail races since Oct. 2004)</li><br /><li>Ultimate Frisbee, soccer </li><br /><li>Chair, Fundraising Committee, Board of Directors, <a href="http://www.depotndg.org/">NDG Food Depot </a>(2006-2009) </li><br /><li><a href="http://montrealultimate.ca/">Montreal Ultimate Association:</a> newsletter editor; League Chair, Executive Committee; Team Captain</li><br /><li>Field Staff Volunteer (statistics), <a href="http://www.wfdf.org/events/wucc2002/home.htm">World Ultimate Club Championships</a>, Hawaii, (2002) </li><br /><li>VP Information Technology, <a href="http://www.mgbc.mcgill.ca/">McGill Management Business Conference</a> (2002) </li><br /><li><a href="http://http//www.netimpact.org/">Net Impact</a> (Students for Socially Responsible Business) Member (2000 – 2001) </li></ul></span><strong>References</strong></span><br /><span style="font-family:Arial;color:black;">Available upon request</span><div class="blogger-post-footer"><img width='1' height='1' src='https://blogger.googleusercontent.com/tracker/5047042747223088019-4392160669763811701?l=heatherurquhartresume.blogspot.com' alt='' /></div>Hnoreply@blogger.com0