Linn Buchanan

Experience

• 

  BC Provincial Government

  May 1994 - Dec 2004

  Regional Support Supervisor, Regional Database Administrator, Systems Officer, Systems Specialist

  • Transitioned ministry employees into a single amalgamated organization that provided desktop support services to the Province. • Supervised 15 employees in a geographically diverse environment that provided desktop support to 1300 provincial government employees. • Developed new operational processes to fit the needs of the changing IT environment.• Rebalanced and managed staff in accordance with the collective bargaining agreement. • Maintained service excellence by adjusting resources as required.• Resolved problems by acting as the highest level of IT resourcing at the regional level.• Managed day to day operational systems plan consistent with corporate strategies and direction. • Installed and supported all hardware and software at a regional level, including server installations. • Managed a Local Area Network (both Microsoft and Novell) as LAN Administrator.• Managed Microsoft Mail server as Mail Administrator. • Developed and maintained data handling methods and standards and ensured regional compliance. • Provided data expertise for contract development and quality assured contract deliverables.• Provided local development of regional applications with Access 97 front ends and Oracle 8i tables.• Created Oracle Discoverer workbooks using local data.• Performed Web Master/Administration duties.• Developed and managed expenditures for annual computer budgets up to $125,000. Show less

• 

  ISM Canada

  Dec 2004 - May 2014

  • Lead the internal project team of 8 people and supported the implementation and improvements of Service Management Tool. • Performed business analysis including requirements gathering, functional/non-functional specification development, test plan development, reporting and resolving defects. • Subject Matter Expert (SME) for Incident/Problem/Change module of Service Management tool. • Liaised with Service Delivery teams to adapt internal process requirements. • Redefined processes, authored Work Instruction documents. • Created and delivered training as required.• Provided clarity to contractual requirements by updating Process Interface Manual documents for two contracts and negotiated changes with client.• Performed enterprise wide process analysis and authored Responsible / Accountable / Consulted / Informed (RACI) documents and worked with appropriate service delivery units to gain consensus and implement.• Analyzed trends and causal relationships through the Monthly Operational report.• Performed crisis management lead role.• Developed and implemented problem management process and led problem management team through problem resolution.• Increased customer satisfaction by developing an escalation process and led escalation team to facilitate resolution associated with Service Delivery issues through problem solving and negotiation. • Developed and implemented processes, training and reporting for Customer Satisfaction issues. Acted as Customer Satisfaction SME.• Acted as Business Analyst on internal and customer Change Management meetings to provide clarity on technical changes being implemented.• Transitioned employees from Provincial Government to the private sector. Show less • Developed new operational processes to fit the needs of a diverse and geographically challenged organization. • Ensured adherence to Service Level Agreements by providing technical and supervisory support to teams as required to achieve and maintain service levels.• Developed an escalation process and led the Escalation Management Team to facilitate resolution associated with Service Delivery conflicts by utilizing problem solving and negotiation skills, while escalating issues that could not be resolved at the operational level.• Provided support to other supervisors within the organization on an as and when required basis by providing backup supervisory role. Show less • Collaborated in a team environment and enhanced the model for the delivery of IT Services in a private sector organization. • Supervised a team of 15 technical employees that provided desktop support to over 1300 provincial government and broader public sector employees. • Managed the transition of employees from the Provincial Government to the private sector.• As part of a team, developed new operational processes to fit the needs of a diverse and geographically challenged organization.• Acted as the highest level of information technology interface within a regional structure and managed the day-to-day operational systems plan consistent with overall corporate strategies and direction. Show less

  • Service Delivery Manager, IMAC and Projects

    Jun 2013 - May 2014

  • Service Delivery Coordinator | Business Analyst

    Jan 2008 - May 2013

  • Transition Supervisor

    Jan 2006 - Jan 2008

  • Regional Support Supervisor, Northern Region

    Dec 2004 - Jan 2006
• 

  HealthPartners

  Apr 2015 - now

  I am responsible for helping to identify risk mitigation strategies and working in partnership with technical teams, providing detailed business requirements to mitigate identified risks. I am also responsible for ensuring Observations and Audits are completed. I am also learning ServiceNow GRC with the expectation that I will be the local Subject Matter Expert on how to use and manipulate GRC within ServiceNow.

  • Risk and Compliance Analyst, Principal

    Oct 2019 - now

  • Sr. Risk and Compliance Business Analyst

    Aug 2017 - Oct 2019

  • IT Service Management Consultant

    Apr 2015 - Aug 2017