Al Rowe Email & Phone Number

Niagara Falls, Ontario, Canada

• ServiceNow Developer and Administrator for a leading Canadian company managing extensive office, estate, and retail locations, including renowned wineries and retail outlets.
• Headed the development of the Support 2.0 internal project, revamping Incident, Change, and Problem modules to drive digital transformation, enhancing organizational efficiency and effectiveness.
• Developed an Expedited change model, streamlining non-emergency change implementation without the need for weekly CAB meetings. Enabled a standard change model, including standard template approval process.
• Designed and implemented a comprehensive auditing process for PIN pads in retail locations, ensuring compliance with PCI DSS standards.
• Proactively address and resolve IT General Controls (ITGC) audit findings to ensure ongoing compliance and bolster security measures.
• Facilitate weekly Change Advisory Board (CAB) meetings as CAB Manager, ensuring effective communication and decision-making for change management processes.

Toronto, Canada Area

• Technical lead to “TED”, a team of dedicated help desk agents, providing remote support for over 2,500 Toronto Hydro employees and contractors
• Managed BMC Remedy ticket queue, ensure resolution or escalation of ~3,500 contacts/month, collaborated with vendors on Smart IT and Chat-Bot integrations.
• Achieved 12 Months of Green award, an internal target of 12 continuous months meeting/exceeding all account SLAs
• Represented Service Desk at weekly CAB meetings, found opportunities to work with business teams to automate or hand-off processes to Service Desk.
• Responsible for orchestration of Critical IT Incidents, created after-hours escalation process.

• Managed onboarding procedures for a leading Canadian telecommunications corporation, concurrently overseeing the compilation and documentation of operational procedures to maintain process clarity and consistency.
• Spearheaded comprehensive training sessions for a newly onboarded team of analysts, ensuring proficiency in roles and responsibilities.

Toronto, Ontario, Canada

• Provided tier-one and tier-two remote technical support for a hydroelectric company with over 2,500 employees and contractors, managing a network of 5,000 endpoints.
• Demonstrated expertise in troubleshooting and resolving software issues across various platforms including Office 365, Windows 10, Server 2016, Exchange admin center, Citrix, Cisco Webex/Jabber/Finesse, UEM, Microsoft.

Toronto, Canada Area

• Led and managed teams of 10-20 unionized employees in a customer-centric retail warehouse environment, ensuring productivity and service excellence.
• Leveraged Business Intelligence (BI) tools to forecast inventory needs and optimize warehouse layouts, driving operational improvements. Conducted training sessions on SAP, proprietary Warehouse Management Systems.

Toronto, Ontario

• Completed a 6-month contract to migrate a 200+ employee engineering firm to a new Windows OS and Mail Client.
• Contributed to the installation of a telecommunications closet, including cabling installation and configuration of Cisco switches and access points in a newly leased office space.