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 Teams, VPN, Fortinet, SAP ERP, and Calabrio, achieving over 50% FLR (First-Level Resolution) with approximately 700 contacts per month.

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 (WMS), Office 365, and Point of Sale (POS) software for staff development.

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.