Alexandre Malta Email & Phone Number

Sherwood Park, Ab, Ca

Edmonton, Alberta, Canada

I oversee IT service operations for the Western Region. Leading and coaching local teams across Canada, I spearhead strategic initiatives and process improvements that maximize IT and business performance. In a time of change, I provide consistent leadership and education, ensuring that team members in IT and the wider organization have the resources to deliver outstanding results. I also captured opportunities to improve security posture and mitigate risk.Selected impacts:- Rebuilt the regional team to improve efficiency and retain talent;- Implemented a new support model for Canadian Oncology business unity;- Helped to integrate and align regional teams to work on national projects together;- Structured and organized IT operations in the western region, replicating the model for the whole country with other IT regional managers

Canada

I directed day-to-day IT activities for numerous call center engineers supporting multiple government agencies. One of my key functions was improving how the organization hired and onboarded IT team members. This was a new, innovative position in the organization – a hiring manager specifically delegated for IT Service Desk. Leveraging data analytics and HR best practices, my work reset the standard for optimal call center performance.Selected Impacts:- Doubled the group’s ability to attract, interview, hire, and onboard new IT employees.- Reduced time to complete new hiring onboarding in half by centralizing IT hiring functions.- Hired 70 new IT call center employees during tenure. - Dropped wait call times from 20-30+ minutes to 5 minutes by hiring more staff. - Captured $30K in savings per day by reducing the labor hours spent waiting for IT help.

Ottawa, Ontario, Canada

Experience as Team leader (Service desk and Software asset management) and as Project Leader for the HDI Support Center certification.Working in national teams (in person and remotely), I was responsible and led different projects/operations such as:- National project for HDI Support Center certification, planning, organizing, leading a portfolio of more than 70 projects, going from Incident management to HR, in order to renew the certification with a score result of 3.6 (4 is the maximum score)- Led multiple teams from 10 to 25 employees in 24/7 Service desk environment, coaching and directing IT Support analysts from recruiting, onboarding process, training, performance expectations and reports, career development.- Worked together with employees, managers, directors from East to West in Canada in order to improve quality and management processes.- Given advice and presentations to higher management levels as General directors and CIO.- Restructured an asset management team (software) with organizational changes, creation of internal business processes, workload management and HR administrative processes using SharePoint.Selected Impacts:As a supervisor in a high-volume 24/7 service desk environment, I provided people leadership while overseeing delivery of IT support services. I was responsible for leading and training 10-25 employees in different teams. I also worked with top-level leaders (general directors and CIO) in the organization to create strategic plans. I am proud of my ability to leverage my expertise in project management, team supervision, business analytics, and IT support in one position. Selected Achievements:- Project managed the HDI Support Center certification renewal project, with above average results.- Restructured the asset management team and added a SharePoint platform for internal functions.

Shawinigan, Quebec, Canada

I led implementation and expansion of a 24-hour IT service desk, while project managing initiatives at the local/regional level. I set up the processes, hired staff, and created schedules. I also planned and orchestrated installation, configuration, and maintenance in distributed computing environment.Selected Impacts: - Established the IT support team’s first night shift. Wrote policies and processes for new procedure. - Built operational framework to address issues from other agencies after hours. - Expanded value of IT services organization to Canada agencies worldwide.

Shawinigan, Quebec, Canada

Key activities:Delivers, integrates, enhances, maintains, and supports the operation of IT infrastructure and services. This includes activities, such as:installing, integrating, configuring, monitoring and testing components in the computing environment;installing, maintaining, supporting, configuring, and troubleshooting public interface devices, such as public information terminals in kiosks, Web sites and automated call centres, and software on multiple platforms;logging, monitoring, investigating and resolving problems;updating and maintaining hardware and software inventory and monitoring system component performance and usage;providing technical advice to colleagues and clients;preparing local guidelines, procedures, reports and documents;supporting backup and recovery processes and procedures for the computing environment;administering and issuing user ID's, user profiles and security passwords;ensuring that security policies, standards and procedures are followed and understood; andassessing the impact of hardware and software changes on the computing environment; and identifying IT procurement requirements.

Trois-Rivières, Quebec, Canada

In charge of internal projects for the planning and improvement of operational and business management processes, such as the creation of several projects to implement project management methodologies according to the PMBOK and IT governance according to the best practices of ISO 20000 and the ITIL library.For example, the implementation of the Service Desk process in a structured way, the creation of the necessary documentation for the effective control of the service delivery (SLA - Service Level Agreement) and others.Also active in external projects (customers) regarding technological infrastructure, networking, technical support and all related activities, such as planning, estimation of new projects and IT management consulting.Performing an essential role with well synchronized teamwork with the directors to align the operational strategy with the objectives and development of new projects, in order to support them for decision making.

Kingsey Falls, Quebec, Canada

Second level technician, joined the team temporarily to help the IT department to lower the numbers of calls, using the ticketing system and in direct contact with users by email or phone, doing interventions remotely and on site. Resolve incidents and service requests.Main activities:User supportFollow-up of ticketsAssembly and installation of new workstations

Caruaru, Pernambuco, Brazil

Guidance and coordination of user support activities and network administration. Planning, install and configure workstations and additional equipment. Planning software upgrades and operating system integration. Participation in infrastructure improvement projects (asset management) and Service Level Management provided by the office in the client.Main activities:Daily administration of server tasks (check domain replication, active network services, DHCP, DNS, AD, data backup scheduling, antivirus)Collect activity indicators of the last day (number of incidents, service requests, average time to repair, average time between failures, etc.)Improve asset management and supply management processes according to PMBOKAnalysis report from ITSM softwareUpdate internal communication and conduct client meetingsClassify and escalate incidents and issues to support 3rd levelPerform consultation for the customerMajor accomplishments:Project coordinator for the migration of all IT equipment and asset management (workstations, printers and servers) and infrastructure projects (headquarters move, expansion)Implementation of security standards for file access, licenses and softwareDevelopment of local projects using PMBOKIncident management, KPI planning and operations management using ITIL.Automation of processes through the project of scanning documents to PDF files for storage and access availability of more than twenty thousand documents, where there was a reduction of time and incomparable volume of archive, which contributed to the resolution of processes and decision making in an almost immediate way without any costs for the company.Reduction of the repair time and solution of incidents, problems and service requests in the first year in the company of more than 50%. After six years, the average time to fix was three times faster thanks to the use of ITIL methodologies and my supervision and guidance of first level support team.