Owner of Incident, Problem, Change, Event and Tool administration across all Canadian Market IT and business functions.• Lead for process improvement and realignment of best practices to ITIL standards, industry trends and customer service principles• Business-focused relationship management, cultivating interdisciplinary collaboration across internal and external stakeholders.• Team procurement and management; encompassing employee selection, development and mentoring, coupled with adeptness in incentivizing performance.

• Leading global service management for the Americas• Directly reporting in to the C-Suite, with front facing responsibility to vendor CEOs in North America (CIBC, etc.)• Creation of localized Service Management Organizations in Canada and other Americas regions, including documentation and standards (US, Brazil)• Coach, mentor, and develop localized onboarding processes from inception• Senior Executive point of contact for live service support and client-focused deliverables• Own and propel Continual Service Improvement initiatives both locally and globally, ensuring consistency across all areas of practice• Vendor procurement and ongoing relationship management

• Responsible for global governance and execution across all support functions, including direct communication with C-Suite• Successfully scaled the Canadian Service Management team to global delivery and functionality• Molded a new global service model to service both current and future needs of the business, aligned with stakeholder needs• Planned and implemented new global Incident and Problem Processes• Re-engaged segment partners to facilitate transition from siloed functionality to enterprise delivery; a truly integrated support model• Recalibrated service and support to align with ITIL best practices and implemented a holistic refocus on Continual Service Improvement• ServiceNow data management and reporting globally, including OSFI requirements

Manager - Incident, Problem and Change, Application Support & ManagementCanadian Division Technology

Operational oversight of Manulife's Incident Management Global process for the Institutional Business Line. Supporting critical incidents and escalating to appropriate resources as required.•Rotational prime contact for Steady state Incident Management operations.•Management of Priority 1 and 2 level incidents. Facilitating recovery efforts; facilitating technical calls as required, engaging with vendor in technical calls, executing business specific incident notification paging and creating incident summaries for follow up into Problem Management.•Rotational night and weekend on call support for a 7x24x356 production environment.

Operational oversight of Northbridge's Incident, Problem and Change Management procedures.•Prime contact for Steady state Incident and Problem Management operations.•Management of Priority 1 and 2 level incidents. Facilitating recovery efforts; facilitating technical calls as required, providing oversight in vendor technical calls, executing incident notification paging within IT and to key business stakeholders as required.•Weekly Incident reporting to AVP and across IT operations teams.•Implementation of new process's within IPC across the organization. Focal for shift to ITIL based support model.•Rotational on-call leader.

Facilitated day to day oversight of Manulife's Incident Management Global process. Escalation support within our preferred partner network.•Rotational prime contact for Steady state Incident Management operations.•Management of Severity 1 and 2 level incidents. Facilitating recovery efforts; facilitating technical calls as required, providing oversight in vendor technical calls, executing incident notification paging and creating incident summaries for daily review.•Daily Incident reporting to management and directors.•Publish and maintain process documentation and daily bulletins.•Emergency change board member with oversight into after-hours changes and approvals.•Rotational night and weekend on call support for a 7x24x356 production environment.

•Provided staff management in the HelpDesk environment to ensure all problem and service activities were completed in required service agreements.•Assisted with Hardware standards for offices across the country. Evaluating new technologies and creating standards of hardware direction •Real-time LAN / WAN support from the server to the client side to ensure all desktops systems are active providing increased uptime and productivity•Provided User support in a Windows NT 4.0, 2000 and 2003 Active Directory multi-domain network including Domain password resets, Lotus Notes user support, AS/400 and Mainframe support, network printer troubleshooting and installation, addition and removal of computer accounts from the Domain structure and some server administration•Provide 2nd level Deskside support for hardware / software break-fix calls. Responsible for escalation to other support teams as required. Working with these teams to resolve escalated issues•Project lead for quoting on RFS requests. Managing a team to achieve successful implementations.

• Provide 1st level call intake and deskside support for hardware / software break-fix calls. Responsible for escalation to other support teams as required. Working with these teams to resolve escalated issues.• Provide clients with hardware consultations to ensure the correct items are ordered for specific business requirements.• Provide User support in a Windows NT 4.0, 2000 and 2003 Active Directory multi-domain network including Domain password resets, Lotus Notes user support, AS/400 and Mainframe support, network printer troubleshooting and installation, addition and removal of computer accounts from the Domain structure and some server administration.• Real-time LAN / WAN support from the server to the client side to ensure all desktops systems were active providing increased uptime and productivity.• Worked with logon scripting using a combination of Batch and KixStart files to ensure client connectivity at logon.• Assisted with Hardware standards for offices across the country. Evaluating new technologies and creating standards of hardware direction for just over 2200 users.• Project team member for the successful Windows 2000 Professional migration on the network, and Standard Desktop rollout.• Provided staff management in the HelpDesk environment to ensure all problem and service activities were assigned and completed within required service level agreements.

• As the On-Site service coordinator I worked with multiple schedules to provide corporate clients with external support services on complex support calls in a timely manner.• Provided consulting for small to large business on network upgrades and requirements for new networks.• Completed ground zero server and network installations.• Provided service centre Technical backup for advanced break-fix hardware and software issues.• Provided Internal support for CompuSmart's internal systems including LAN server maintenance, printer troubleshooting, back-up management via Backup Exec, virus control, user email creation, reporting duties, client support in 2 locations over WAN link, perform Point of Sale system upgrades and maintenance on a daily basis, time card management and communication point to higher levels of management and head office.