Contributing to enterprise CRM implementation at one of the world's most iconic technology companies — the project that launched a career in IT delivery.
IBM — a company that has defined enterprise technology for over a century. When IBM undertakes a CRM implementation, the stakes are enormous: the system will manage relationships with some of the largest organizations in the world, and every design decision ripples through thousands of business processes.
I joined as a Business Analyst during the critical Design/Define phase of a Siebel CRM implementation. This is the phase where the system's architecture takes shape — where business requirements become system configurations, where testing strategies are defined, and where the foundation for successful deployment is built or broken.
For a young analyst, this was a masterclass. IBM's engineering culture, its rigorous methodology, and the sheer scale of enterprise CRM — this experience shaped every project I've led since.
I led key activities within the Design/Define phase of the Siebel CRM implementation — the phase that translates business requirements into system design. This involved working with stakeholders to understand CRM workflows, documenting functional requirements, and ensuring that the system design aligned with IBM's operational needs.
I created comprehensive test scripts covering system functionality, edge cases, and integration points. I then performed system testing and regression testing, identifying defects and coordinating with development teams to resolve them before they could impact downstream phases.
I developed training materials and led UAT (User Acceptance Testing) sessions to drive user adoption of new CRM functionalities. The goal: ensure that when the system went live, users could work confidently and efficiently from day one.
💡 IBM was where I learned that great delivery isn't about the technology — it's about the methodology, the discipline, and the relentless focus on quality. Those principles have guided every project since.
Every career has a starting point — a moment where the trajectory is set. For me, it was IBM. The discipline of working within a world-class engineering organization, the rigor of enterprise CRM implementation, and the experience of seeing how the best in the industry deliver complex technology projects — these lessons became the foundation for everything that followed.
From IBM, I went on to lead healthcare technology deployments at TELUS Health, manage a $2.5 million cloud migration at Accenture, drive federal infrastructure modernization at Shared Services Canada, and build global delivery operations at Synurgenix. The through-line from IBM to today: take the complex thing, build the plan, execute with discipline, deliver with quality.
IBM taught me that in enterprise IT, the methodology matters as much as the technology. That lesson has been worth more than any tool or platform I've learned since. Every $2.5M program, every federal migration, every healthcare deployment traces back to the discipline I built here.
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