-Leading a multi-year initiative aimed at enhancing the reliability of corporate IT systems for 'Buy' Journey customers.-Spearheading a comprehensive standards initiative across various IT service management domains, including Incident Management, Change Management, Configuration Management, Event Management, Performance Management, Problem Management, Risk Management, and Asset Management. -Committed to driving transformative change and delivering sustainable solutions to optimize system performance and stability.

-Led improvement projects for the team, focusing on business requirements creation and prioritization. -Served as the prime for knowledge management, overseeing training website, documentation, eLearning, live training sessions, knowledge base, and implementing a self-help overlay tool. -ITIL Expert and process prime for several multi-year IT service transformation projects. Managed the team's offshore team members.

-Planned and coordinated the testing of recovery support and business resumption for multiple clients with mixed mainframe, mid-range, and distributed IT environments. -Provided consultation on emergency response and business continuity related issues. -Produced Disaster Recovery Plans, Risk Assessments, and BIA documents for external clients. Recommended disaster avoidance measures and enhanced backup solutions to clients. -Supported various recovery solutions including Cold, Warm, and Hot Remote Site, Data Replication (Asynchronous) over SAN, Work Area Recovery, and Cold Quick-Ship.

-Managed a technical staff of 17 across two data centres operating 24/7. -Team provided second-level support for server software and hardware, network, and storage systems. -Defined the scope and procedures for migrating to a new service desk and ticketing system. -Played a pivotal role in defining standard operating procedures for all major TELUS Ontario hosting customers.