Information Director - South Texas Chapter @ The Association of Continuity Professionals https://southtx.acp-international.com Houston, Texas AreaTeam Leader, Profiling @ Invesco Ltd. Invesco Ltd. is a leading independent global investment management firm, dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, Invesco provides a wide range of...
Information Director - South Texas Chapter @ The Association of Continuity Professionals https://southtx.acp-international.com Houston, Texas AreaTeam Leader, Profiling @ Invesco Ltd. Invesco Ltd. is a leading independent global investment management firm, dedicated to helping investors worldwide achieve their financial objectives. By delivering the combined power of our distinctive investment management capabilities, Invesco provides a wide range of investment strategies and vehicles to our clients around the world. Operating in more than 20 countries, the firm is listed on the New York Stock Exchange under the symbol IVZ.Identify opportunities to deliver better future technology solutions for employees and for the firm by mining IT and corporate data.• Supervised creation of IT Infrastructure’s SQL Server-powered InfraMI data warehouse integrating data from Invesco's IT operational databases, organizational metadata (alignment with business processes and business lines, etc...) from IT application owners and my profiling team's own proprietary software metadata• Supervised Extract/Transform/Load (ETL) into InfraMI from PeopleSoft, Active Directory, SCCM, Deployment Portal, Citrix farms, Edgesight, Exchange, Sharepoint/Infopath, ServiceNow and other databases with SSIS or SQL stored procedures• Managed development of Software Packaging Request database in Sharepoint with Infopath to take requests, track progress and facilitate workflow across Profiling, Software Compliance, Packaging, Hosted Apps (Citrix) and Operations teams. Imported packaging data into InfraMI to facilitate reporting, metrics and management• Created Citrix Published Apps data feed for the ServiceNow CMDB by adding new fields to automatically relate packaging requests, Citrix Apps and ServiceNow, integrating into InfraMI and creating custom SQL view• Supported numerous projects and operations by mining INFRAMI data warehouse via adhoc analysis with T-SQL queries or with Excel fed by T-SQL queries, and more formal reporting with SQL Server Reports created in Business Intelligence Development Studio or Visual Studio From October 2010 to October 2015 (5 years 1 month) Houston, Texas AreaProfiling Workstream Lead, Windows Workplace Project @ Invesco Ltd. Led Profiling Workstream for Invesco's global Windows 7 deployment project for 6500 users utilizing 1200 applications on 11,000 new virtual and physical devices. Used data-informed approach to determine W7 application re-packaging priority and client deployment order• Managed W7 app certification process for 1900 legacy apps. Created and enforced policies and procedures to support the certification process• Created and maintained Application Readiness Tracker (ART) database to track progress of legacy applications during W7 certification process. ART tracked criticality, ownership by Workstream, business dependencies, certification status and completion dates for sub-projects to upgrade/replace incompatible apps• Acted as consultative resource to other Workstreams for certification process and provided weekly progress data to Steering Committee• Integrated ART with operational data from SCCM, Citrix, Active Directory, PeopleSoft and other databases• Leveraged integrated data to negotiate with Workstreams to pick up "unclaimed" apps which data showed was also used primarily by their business clients• Optimized W7 app re-packaging based upon our integrated data to make best use of our limited packaging resources in India and US• Coordinated with Workstreams and Software Compliance to approve apps data showed had very few users for controlled manual install and deferred re-packaging to economize resources and speed delivery• Managed rationalization from 1900 down to 1200 applications (36% reduction) certified for W7• Sent out deployment orders for hardware builds, app installations, individual and departmental deployments• Mitigated risk by requiring/implementing app and departmental build certifications, detailed hardware/software specifications, build-out checklists, optional group training, on-device self-help material, and mandatory individual client orientation and sign-off at delivery. Required old devices to be temporarily left for roll-back, if needed From October 2010 to 2012 (2 years) Houston, Texas AreaManager, Investments Client Services and Global Services @ Invesco Ltd. Assumed management of Investments Client Services (CS) team which supports business-critical disruption-sensitive Investments unit, Invesco's core business.• Standardized policies/procedures for all CS teams to improve consistency and quality of service• Filled in for other CS Manager and Service Desk Manager during medical and military leaves. Assisted CS supervisors with personnel development and discipline issues. Sent staff temporarily to other offices during staff shortages while minimizing local client impact. Managed or assisted in managing up to 35 at various times• As Business Recovery Away Team Manager, managed combined CS team effort at declared Events and Houston Intraday, Remote Site (Louisville, Atlanta, Dallas) and Global exercises, and planned/executed cost-efficient equipment and software upgrades at Houston and Austin Recovery Centers as well as cross-training to enhance flexibility• Participated in decision-making as member of Business Recovery Command Center. Involvement included Tropical Storms/Hurricanes Dean, Eduoard and Ike• Developed systematic method to manage progressive restoration and validation of all systems including facilities, infrastructure, and apps/services while leveraging MIR3 notifications to automate triggering of mass action and escalate to specific teams• Chaired Command Center for major planned High Risk Changes (e.g. Data Center maintenance) and unplanned Crisis Events to coordinate response of up to 100 Infrastructure and Apps staff globally to systematically restore all systems/apps/services• Business Recovery and Command Center activities protected Assets Under Management of $605 Billion (9/2010)• Used metrics from operational systems to inform, prioritize, drive and measure CS efforts to resolve critical issues, mitigate risks and proactively improve client experience by identifying negative trends, implementing solutions and preventing recurrence. Led to next role using data to guide global Windows 7 project From June 2006 to September 2010 (4 years 4 months) Houston, TXManager, Global Services @ AMVESCAP After highly-integrated AIM in Houston and loosely-managed dispersed INVESCO merged in 1997, AMVESCAP consolidated to enterprise systems at the AIM Data Center. Managed team of regional Global Service Managers (GSMs) ensuring new INVESCO clients would get the same service level as existing AIM clients• Deployed Merrin Financial Trading Platform to Hong Kong and Tokyo• Learned, without documentation, and radically improved reliability and performance of Monitor app critical for moving intra-day and overnight trade data• Facilitated consolidation to enterprise systems (Peoplesoft, Oracle, Autosys) while proactively preventing negative impact and improving supportability through continuous improvement• Chaired Crisis Management meetings to facilitate communication and coordinate action. Escalated to Management or activated Business Recovery/Continuity plans, if needed. Included a wide range of issues from technology (down networks, failed servers, application issues), natural disaster (earthquake in Japan), criminal (virus) and terrorism (moved UK critical operations from London to Henley during 7/7/2005 subway/bus bombings)• Provided as-usual Remote Sites support during Business Recovery events including Tropical Storm Allison and Hurricane Rita by working closely with Command Center and IT teams. Maintained GSM operations while in three different locations for Hurricane Rita• Practical elimination of long-duration tickets through ticket reviews, creating new working relationships between pre-merger teams and cultivating new Service Management culture• Supervised development of Global Service Level Reports focused on Major Service Affecting Issues for global executive audience and built trust between IT and business units• Managed implementation of MIR3 mass notification system. Deployed broadcast and escalation notifications to provide status and coordinate action. Automated escalations to support teams from operational systems like AutoSys and OpenView From November 1999 to October 2008 (9 years) Houston, Texas AreaDigital Imaging @ National Photographic Laboratories (NPL, Inc) NPL was a full-service photographic laboratory which provided black and white, C41 negative and E6 positive color processing and photographic prints as well as digital imaging.Coordinated color digital imaging services provided by NPL's digital artists and technicians for clients (mostly Houston-based Fortune 500 corporations) requesting digital graphics services such as 35mm and medium format negative film or slide scanning with a Kodak PCD 4050 machine or Hell drum scanner, graphics creation (e.g. logos, maps, display graphics) in Coreldraw or Adobe Illustrator, photoediting in Adobe Photoshop, desktop layout in Aldus Pagemaker or QuarkXPress, video editing in Adobe Premiere, and business presentations in Harvard Graphics or Powerpoint. Output could include electronic files, Kodak Photo CDs, 4K or 8K 35mm or medium-format slides or negative film, transparencies or full-color bound documents from various devices including dye-sublimation and and full-color Xerox DocuTech production printer.Some of the imaging work was also done via the traditional photographic methods including copystand work, high contrast Kodalith negative graphics film, C41 and E6 process. From June 1994 to November 1994 (6 months) Houston, Texas AreaTeam Lead, Investments Automation Specialists @ AMVESCAP Led and supervised my team’s support of all Investments (Equity/Fixed Income/Money Market Analysts, Portfolio Managers and Traders), Portfolio Administration and the firm’s executives including the President and the CEO.• Planned and executed Windows NT 4.0 deployment to replace unstable NetTools OS for Investments clients who once endured multiple unexpected reboots daily and now able to stay logged in for weeks• Managed IT aspects for Chief Money Market Investment Officer’s new Pittsburgh office. Scope included redundant T1's and routers, switched network, UPS power backup, NT server, multi-monitor NT PCs, flat-panel Bloomberg Workstation and new printer and multi-function device. Coordinated with local contractors, Facilities, Network, Telecom, Market Data and Apps to set milestones and deliver on time. Previous setup consisted of isolated PCs and a modem switching between email and market data• Partnered with Equity Investments leadership, Facilities and IT teams in complex project to renovate the Equity Trading Floor including a new raised floor, UPS backup power, new network switches, and upgraded network cabling integrated into new modular office/furniture system• Supported the deployment and upgrades of Merrin Financial Trading Platform and Portia settlement systems• Developed business recovery plans, assisted Investments, Portfolio Administration and Office of Chief Executive to develop business continuity plans, conducted maintenance trips, and led team effort at business continuity exercises at Houston Intra-day Recovery Center and Business Recovery Center in Austin at least six times yearly to ensure business continuity in the event of emergency• Took Y2K planning lead for whole Desktop Support Group in Houston, providing Y2K plans and testing documentation for all business departments• Success at this local role led to promotion and new global role From May 1996 to November 1999 (3 years 7 months) Houston, Texas AreaHelp Desk Analyst @ AMVESCAP Provided first-level IT Help Desk support for employees running customized version of Window 3.1 called NetTools on Compaq desktops and HP LaserJet printers with Novell Netware 3.x on Compaq Proliant file servers connected by a Bay Networks 5000 switched network and telephony was provided by a Nortel Meridian PBX.• Leveraged strong listening and troubleshooting skills to resolve IT issues presented to the Help Desk in a limited time and exercise good judgement to recognize when issue needs to be escalated up to the next level• Initially on a year-long contract, but was converted to permanent hire after 6 months. At request of Investments business, moved to new role providing direct support for Equity Portfolio Management and Trading Desk From November 1994 to May 1996 (1 year 7 months) Houston, Texas AreaSr Organizational Resilience Technology Advisor @ Texas Children's Hospital • Provided direct Emergency Management Incident Command support to Texas Children's executives during multiple Emergency Incidents including 4/18/2016 Tax Day Flood, Hurricane Harvey and COVID-19• Implemented Everbridge emergency notification system enabling TCH to rapidly communicate with our 17000+ employees and TCH-affiliated Baylor College of Medicine medical staff via voice, email and SMS in the event of an emergency or crisis. Integrated with Active Directory and PeopleSoft to provide Single-Sign-On and synchronization of contact and organizational data• Coordinated creation of automated COVID-19 metrics data feed to Texas Department and State Heath Services and US Health and Human Services. Engaged with physicians, nurses, clinical and administrative leaders, and Information Services developers and leaders, and Juvare to validate automated reporting workflows, and deliver results daily via Juvare's XML-based SOAP API• For multiple Active Shooter and Mass Casualty Incident exercises, coordinated with PR/Marketing leadership to produce staff communication campaign including articles and videos, managed exercise signs and posters, designed Everbridge notifications, acted as Exercise Evaluator, and provided Emergency Management Command Center support to TCH executives• Support department in initiation and governance of Continuity of Operations Program• Coordinate with Information Services in the creation and testing of IT Disaster Recovery plan including run books for Tier 0 (Infrastructure) and Tier 1 (Critical Enterprise) applications• Support on-going education opportunities to staff and leadership• Leverage Information Technology expertise to improve operational efficiency where appropriateOther titles: Emergency Management Planner, Sr. Business Continuity Analyst Houston, Texas Area
The Association of Continuity Professionals
Information Director - South Texas Chapter
Houston, Texas Area
Team Leader, Profiling
October 2010 to October 2015
Houston, Texas Area
Profiling Workstream Lead, Windows Workplace Project
October 2010 to 2012
Houston, Texas Area
Manager, Investments Client Services and Global Services
June 2006 to September 2010
Manager, Global Services
November 1999 to October 2008
Houston, Texas Area
National Photographic Laboratories (NPL, Inc)
June 1994 to November 1994
Houston, Texas Area
Team Lead, Investments Automation Specialists
May 1996 to November 1999
Houston, Texas Area
Help Desk Analyst
November 1994 to May 1996
Houston, Texas Area
Texas Children's Hospital
Sr Organizational Resilience Technology Advisor
Houston, Texas Area
What company does Wayne Chan work for?
Wayne Chan works for The Association of Continuity Professionals
What is Wayne Chan's role at The Association of Continuity Professionals?
Wayne Chan is Information Director - South Texas Chapter
What industry does Wayne Chan work in?
Wayne Chan works in the Hospital & Health Care industry.
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