This document provides a summary of Costantino Carrara's qualifications and experience. It includes his contact information, a summary of his 27 years of experience in information technology roles, and details of recent positions he has held as a Client Services Account Manager, Client Delivery Manager, and Incident Management professional. It also lists his education and skills in areas such as project management, quality assurance, and various hardware and software.

1. Costantino Carrara
6027 Lachenaie Saint-Leonard Quebec, H1S-1N9
Home: 514-253-8409
Cellular: 514-386-3538
Email: costa_64@sympatico.ca
Introduction
Experienced multilingual information technology professional with a comprehensive background in software
installation/implementation, quality assurance and leading edge technologies in both mainframe and PC domains.
Expertise includes experience in world-class banks and finical institutions and call centers.
Summary of Qualifications
- Client Services Account Manager
- Client Delivery Manager
- Incident / Situation Management
- Project Manager for System Upgrades.
- Availability manager for service delivery
- Senior systems operator with 27 years of progressive technical and operations experience.
- Results oriented with a consistent record of exceeding standards and expectations.
- Outstanding communications skills with a combination of interpersonal and analytical abilities.
- Skilled at leading and working within a team to produce events that promote the organization’s image, mission
and objective.
- Ability to represent a company with professionalism and confidence.
- Excellent Team Leader who motivates staff by instilling confidence and dedication.
- Proficient in English and French languages oral and written.
Education
- Computer Operator Certificate
- IBM internal/external Education.
- Technical Conferences and Seminars
Professional Experience Summary
Project planning / Management Knowledge Management Quality Assurance
Multi-Project Development Call Center Management Disaster Recovery
Systems Implementation Global Operations Application Support
Resource Management System Conversions Incident Management
Mainframe: CICS, MVS, TS0, CA-SCHEDULER, CONTROL M/R/D, ACF2/CICS, DATACOM, IDMS, MANTIS, IMS, DB2,
SUPRA, SMPE, REXX, CLISTS and various other CICS and MVS program products
Operating Systems: DOS, Windows 95 / 98 / NT / 2000 / XP and UNIX
Programming Languages: HTML and PHP
Database Environments: MySQL
PC Hardware/Software: Install PC components and peripherals (Pentium/AMD), Configuration & Optimization,
Software installs BIOS Upgrades, etc.
Data and Telecommunications: Hub’s, Router’s, switches and LAN configuration
Applications: Microsoft office suite (Excel, Word, PowerPoint and Office), Microsoft PhotoDraw, FrontPage,
Outlook, Paint shop Pro, Photoshop, Swish/Flash, PC Anywhere, VNC, Remote Desktop, Ghost and various
optimization and firewall software
Confidential Page 1 12/9/2016

2. Costantino Carrara
6027 Lachenaie Saint-Leonard Quebec, H1S-1N9
Home: 514-253-8409
Cellular: 514-386-3538
Email: costa_64@sympatico.ca
Employment History Summary
2015- Client Services Account Manager Datavalet Technologies
2013 - 2015 CEM CGI
2009 - 2013 Incident Management CGI
2007 - 2009 AVM / Service Delivery Manager IBM Canada
1999 - 2007 Operations Technician IBM Canada
1996 - 1999 Operations Technician ISM Canada
1982 – 1996 Operations Technician Bell Canada - Montreal Quebec
Recent Employment History Detail
Datavalet Technologies
2015 –
Position: Client Services Account Manager
- Understand business needs & objectives as they relate to client projects – includes coordination of multiple
stakeholders from different functional areas (technology, quality control, logistics, support).
- Consolidate and apply service level objectives to client dashboards, based on multiple data sources.
- Single Point of Contact for all client issues, challenges, and changes.
- Build solid relationships with key client resources. Maintain and grow those relationships through the delivery
of a professional, timely and detail-oriented service.
- Deliver Datavalet’s core values through regular written and verbal interactions with the client.
- Perform regular analysis of anecdotal and reported metrics to identify potential improvements to service.
- Facilitate communication during high pressure situations, such as service impacting outages.
- Leading internal resources from other teams to gather and corroborate all the different technological and
service deliverables that will be required to provide an elegant and cost-effective solution.
- Transforming the gathered deliverables into a coherent solution proposal that accurately conveys the solution
to the potential client. Includes costing of technology, services, and efforts needed to bring the solution to
market. This may include answering applicable sections of Requests for Proposals.
- Performing demonstrations and presentations to potential clients to establish how Datavalet can provide a
solution to meet their requirements and demonstrate our applicable features.
- Establishing trusted rapport with potential clients in order to better gather understanding of their technology
and service requirements. Maintaining that trusted rapport by providing timely, efficient and knowledgeable
responses.
- Maintaining a good working knowledge of certified 3rd party technology vendors and how to best make use of
them as they relate to their interoperability with Datavalet, as well as feature sets and cost benefits they add
to our solutions.
- Assisting in the creation and maintenance of external-facing sales documentation including service
descriptions, product briefs, and case studies.
- Leading the overall creation and maintenance of the solution design processes, tools, and tracking
mechanisms. This includes building and maintaining a compatibility and certification matrix of all our 3rd party
technology vendors and their features.
- Identifying potential client and/or market opportunities and communicates them to Product Management with
context on how these product requirements will provide value to the company.
- Act as liaison with subcontractors and customers for scheduling of installations / surveys.
- Manage and maintain accurate and up-to-date logs to track responses and progress of the status of projects.
- Participate in the continuous updating and accurate generation of as-built documents and processes.
- Coordinate with clients to ensure project completion and satisfaction.
- Participate in the order request process with the Finance Department.
- Act as back up to the Logistics Specialist for inventory tracking, shipping and simple configurations.
- Perform additional assignments and responsibilities as assumed or requested by the Operations Manager.
Confidential Page 2 12/9/2016

3. Costantino Carrara
6027 Lachenaie Saint-Leonard Quebec, H1S-1N9
Home: 514-253-8409
Cellular: 514-386-3538
Email: costa_64@sympatico.ca
CGI
2013 – 2015
Position: Client Delivery Manager
- Responsible to build and maintain an effective long-term relationships and a high level of satisfaction with key
senior-level decision makers and influencers at a select group of customer accounts;
- Works with a defined set of clients, typically within an industry focus, to meet revenue targets by increasing
revenue spend per client, and by identifying, developing and closing new sales opportunities;
- Creates demand for the CGI services by raising their profile with clients;
- Conducts regular status and strategy meetings with the client's senior management to understand their needs
and link them to the CGI services strategies;
- Accountable for quality of services, adherence to service level agreement (SLA) and profitability of all
operations services delivered under the SLA;
- Manages budget and resources allocation (human, infrastructure, tools);
- May be dedicated to a specific domain (contract management, sales support,) to provide leadership and
guidelines to achieve CGI’s goals and objectives.
- May provide consulting services to clients in specific domain of expertise
- Responsible for the delivery management of contracted services to clients of a medium to small account or a
group of small accounts to ensure that SLAs (service level agreements) as defined in the relevant contracts are
met;
- Acts as the primary point of contact for day-to-day client service delivery;
- Responsible for quality of services, adherence to service level agreement (SLA) and profitability of all
operations services delivered under the SLA;
- Ensures that implementations of changes or new initiatives are delivered on time and meet client requirements
by maintaining tight control over the project schedule, risks, scope of work and budget.
- Builds and maintains strong client relationships, and participates in client meetings regarding performance to
ensure client satisfaction;
- Ensures that operational teams and subcontractors maintain a clear understanding of the client's needs, and
provides day-to-day client advice and support;
- Promotes the CGI capabilities to clients, identifies sales opportunities to be forwarded to the Sales & Client
Delivery Leader, and works to achieve contract extension or to win additional business within the account(s).
- Provides support to client service delivery in a specific domain (contract management, sales support, SLA
reporting/billing,);
- Responsible for quality of provided services and deliverables (reports, billing,);
- Solves a range of straightforward problems; analyzes possible solutions using standard procedures.
- May interact directly with the clients to discuss and resolve administrative issues.
CGI
2009 – 2013
Position: Incident Management IM / SM
- To manage all Incident, Problem and Change, which directly or indirectly impact IT production services in line
with, agreed IT services, thereby minimizing adverse impact to Client business services.
- Perform all key functions for the facilitation and reporting (internal, Client and Leadership) for all client
Incident, Problem and Change practices.
- Perform change evaluation based on information received assessing quality of change for comprehensive
plans, accuracy and lead times.
- Manage risk, change impact and urgency to ensure impact to production services is minimal and the reasons
and justification for changes are business beneficial.
- Negotiate ‘Windows of Opportunity’ with users of the process to avoid unnecessary change conflict and impact.
- Ensure the change authorization process has been complied with and feedback obtained on the outcome of all
changes that are implemented.
- Be proactive in identifying and resolving issues relating to the change management process.
- Incident, Problem and Change - Metrics Reporting.
- Responsibility included support the execution of report deliverables for Client Service as well as Internal
Metrics and reporting.
- Delivery and maintenance of key performance reports, making the information easily accessible to the users,
and implement best practices regarding reporting and knowledge sharing.
- Escalate where necessary any issues that may arise within the life cycle of an incident record, change request
and or RCA summary.
- Continuously improve and promote change control standards and procedures.
- Prepare and maintain materials for the weekly Client meetings including Daily Incident Reviews, CAB
facilitation and Root Cause Analysis.
- Participate as required in both process updates. Proactively provide training and facilitate user forums on a
Confidential Page 3 12/9/2016

4. Costantino Carrara
6027 Lachenaie Saint-Leonard Quebec, H1S-1N9
Home: 514-253-8409
Cellular: 514-386-3538
Email: costa_64@sympatico.ca
regular basis.
- Develop a close working relationship with key stakeholder communities.
IBM Canada
2007 – 2009
Position: AVM / Project Manager
- Provides support and/or technical expertise to client service delivery in a specific domain (contract management,
sales support, SLA reporting/billing)
- Responsible for quality of provided services and deliverables (recommendations, reports, billing)
- Participates in identifying improvement to enhance client service delivery.
- Solves complex problems; takes a broad perspective to identify innovative solutions.
- Interacts directly with the clients to discuss and resolve administrative issues.
- Responsible for the delivery management of contracted services to clients of a medium to small account or a
group of small accounts to ensure that SLAs (service level agreements) as defined in the relevant contracts are
met.
- Acts as the primary point of contact for day-to-day client service delivery.
- Responsible for quality of services, adherence to service level agreement (SLA) and profitability of all operations
services delivered under the SLA.
- Ensures that implementations of changes or new initiatives are delivered on time and meet client requirements by
maintaining tight control over the project schedule, risks, scope of work and budget.
- Builds and maintains strong client relationships, and participates in client meetings regarding performance to
ensure client satisfaction.
- Ensures that operational teams and subcontractors maintain a clear understanding of the client's needs, and
provides day-to-day client advice and support.
- Promotes the CGI capabilities to clients, identifies sales opportunities to be forwarded to the Sales & Client
Delivery Leader, and works to achieve contract extension or to win additional business within the account(s).
Financial
- Ensure monthly billings reflect activity performed.
- Manage status of Service Requests submitted by client and ensure billing upon completion of work.
Growth
- Participate in planning activities.
- Understand CGI Tier 1 Offerings and be able to provide information related to those service offerings.
Productivity
- Ensure that service requests are delivered in expected timeline.
Service Excellence
- Support Client Delivery Manager by being secondary interface for Trade360 account.
- The Senior Coordinator will interface on a routine basis with the CGI delivery teams (Unix, Wintel, SAN, Network,
etc) members to get resources assigned to work orders and to resolve problems on behalf of Trade360.
- Proactively monitor and analyze operations and processes to ensure customer service levels are being met
including, but not limited to:
- Distribution of Service Request Deliverables (High Level Estimates, Statements of Work.)
- Status of opens tickets in Remedy and follows up with delivery.
- Current/correct status of Service Requests on Ensemble.
- Communicates and coordinates delivery of technical recommendations to the account.
- Represents the client during project meetings, as applicable
- Track and work with delivery to resolve outstanding account/client issues related to Tier 1 services.
Client Communication
- Participate in client meetings, as required
- Participate/coordinate client visits, as required
- Develop and maintain Operational Framework and inter BU agreement documentation
Incident/Problem/Change Management
- Obtain account approval for all changes.
- Provide feedback to account on status of changes. (I.e. successful, cancelled, incomplete, unsuccessful); these
updates may require weekend work.
- Validate completion of changes from the client, as required.
- Provide status updates on incident reports until all open issues/action items are resolved.
Confidential Page 4 12/9/2016

5. Costantino Carrara
6027 Lachenaie Saint-Leonard Quebec, H1S-1N9
Home: 514-253-8409
Cellular: 514-386-3538
Email: costa_64@sympatico.ca
- Ensure root cause and preventive/corrective actions are provided to the account for Severity 1 and 2 incidents.
- Follow-up with accounts for all incidents that are identified as client driven for root cause and
preventative/corrective action.
- Obtain and update account/client on call lists for escalation.
IBM Canada
1999 – 2007
Position: Operations Technician
- Monitor and take corrective actions on various MVS client LPARS.
- Monitor and take corrective actions on various midrange systems.
- Perform weekly IPL procedures on multiple platforms.
- Disaster Recovery Tests.
- Quality Assurance & Application Support.
- Systems Implementation.
- Problem Determination.
- Technical Support – Client Helpdesk.
- Installation and Support Documentation.
Mainframe Environment
CICS, MVS, IMS, TS0 ISPF, JES2 & JES3, CONTROL M/R/D, SDSF, DFRMM, SMS and other MVS related program
products
Midrange Environment
AS/400, Tandem, VAX, Tivoli Monitoring tools
PC Environment
DOS, Windows 98, Windows NT, Windows 2000, Windows XP
Applications
Microsoft office suite (Excel, Word, PowerPoint and Office), Ghost, Lotus Notes
Environment
HTML, DHTML, PHP, VBulletin, PHPortals, Photoshop, Dreamweaver MX, MySQL, FTP Server and Client, Ghost,
Hardware Upgrades
Operating Systems
DOS, Windows XP, Windows 98, Windows NT, Windows 2000, UNIX
Applications
Microsoft office suite (Excel, Word, PowerPoint and Office), Microsoft PhotoDraw, FrontPage, Outlook, Paintshop
Pro, Photoshop, Swish/Flash, PC Anywhere, VNC, Remote Desktop, Ghost and various optimization and firewall
software
Recent Employment History Detail (continued…)
ISM – Montréal, Québec
1996 – 1999
Position : System Programmer
- Installation & customization of various MVS and CICS Program Products.
- Implementation of various software packages into client environments.
- Disaster Recovery Tests.
- Quality Assurance & Application Support.
- Systems Implementation.
- Project planning / Management.
- Problem Determination.
- Technical Support – Client Helpdesk.
- Installation and Support Documentation.
- Install and provide end-user support for Control-M product for STCUM client.
- PC Support. Installation of hardware and software, end-user support & troubleshooting.
Mainframe Environment
CICS, MVS, TS0 ISPF, JES2 & JES3, JESMASTER, FILEAID, FDR, CA-SCHEDULER, CONTROL M/R/D, SDSF, DFRMM,
SMS, MANTIS, DB2, SUPRA, SMPE, CLISTS and various other CICS and MVS program products
Confidential Page 5 12/9/2016

6. Costantino Carrara
6027 Lachenaie Saint-Leonard Quebec, H1S-1N9
Home: 514-253-8409
Cellular: 514-386-3538
Email: costa_64@sympatico.ca
PC Environment
DOS, Windows 98, Windows NT, Windows 2000
Applications
Microsoft office suite (Excel, Word, PowerPoint and Office), Outlook, PC Anywhere, VNC, Remote Desktop
Bell Canada – Montreal, Quebec
1982 – 1996
Position: Operations Technician
- Installation & customization of various CICS Program Products.
- Implementation of various software packages into client environments.
- Quality Assurance & Application Support.
- Disaster Recovery Tests.
- Systems Implementation.
- Problem Determination.
- Installation and Support Documentation.
- Project planning / Management
- Technical Support – Client Helpdesk.
Environment
CICS, MVS, TS0 ISPF, JES2 & JES3, FILEAID, DADS, FDR, CA-SCHEDULER, CONTROL M/R/D, SDSF, ACF2/CICS,
DATACOM, IDMS, DB2, SMPE, REXX, CLISTS, INFOMAN and various other CICS and MVS program products.
PC Environment
DOS, Windows 98, Windows NT
Applications
Microsoft office suite (Excel, Word, PowerPoint and Office), Outlook
References
Upon Request
Confidential Page 6 12/9/2016

7. Costantino Carrara
6027 Lachenaie Saint-Leonard Quebec, H1S-1N9
Home: 514-253-8409
Cellular: 514-386-3538
Email: costa_64@sympatico.ca
PC Environment
DOS, Windows 98, Windows NT, Windows 2000
Applications
Microsoft office suite (Excel, Word, PowerPoint and Office), Outlook, PC Anywhere, VNC, Remote Desktop
Bell Canada – Montreal, Quebec
1982 – 1996
Position: Operations Technician
- Installation & customization of various CICS Program Products.
- Implementation of various software packages into client environments.
- Quality Assurance & Application Support.
- Disaster Recovery Tests.
- Systems Implementation.
- Problem Determination.
- Installation and Support Documentation.
- Project planning / Management
- Technical Support – Client Helpdesk.
Environment
CICS, MVS, TS0 ISPF, JES2 & JES3, FILEAID, DADS, FDR, CA-SCHEDULER, CONTROL M/R/D, SDSF, ACF2/CICS,
DATACOM, IDMS, DB2, SMPE, REXX, CLISTS, INFOMAN and various other CICS and MVS program products.
PC Environment
DOS, Windows 98, Windows NT
Applications
Microsoft office suite (Excel, Word, PowerPoint and Office), Outlook
References
Upon Request
Confidential Page 6 12/9/2016