Development and management of a team that provides project and change management co-ordination.Expanding oversight of ITSM repeated activities within the SSC organization in relation to services provided for CRA and CBSA.

Co-ordinated the efforts of multiple local and Foreign Service technicians in deployment, administration and maintenance of globally distributed electronic messaging systems.Created procedural documentation for new service delivery processes in response to changes from new initiatives. Eg. Email Transformation Initiative

- Work on complex networks and communication systems such as Mainframes, Midrange, WAN/LAN Networks, software applications and various technologies/systems, applying ITIL standards to make the network more effective, secure and reliable while reducing downtime and maintenance costs.- Chair Problem Review Committee meetings to identify and lay out actions plans to specific problems- Identify risks and problem trends and recommends long term solutions eliminating or reducing support cost.- Perform cost-benefit analysis to justify financially responsible solutions to help improve overall network support and maintenance expenses.

. Provided first point of contact support for clients across Canada.. Supported various clinical, accounting and scheduling applications.. Provided Blackberry support to end users.. Maintenance and management of Blackberry Enterprise Server. Management of applications and services provided within a Citrix environment. . Managed multiple servers that provide an array of services, (active directory, terminal server, DNS, ect.). Provided on-site IT support to sites across Canada, for migrations to the domain and branch relocations.. Experience in BMC magic (Service Desk Express) incident management software.

. Managed sales floor activity during high traffic seasons.. Assisted in the training of new associates.. Developed solutions for clients concerns and issues.. Provided solutions for clients needs with the knowledge of the available technology.. Assisted in the launch of an on-site testing program that reduced return ratios due to lack of knowledge.. Aided in quarterly inventory counts.. Aided in logging of incoming and outgoing PC and notebooks at service desk.. Educated clients with basic troubleshooting skills.. Aided clients with problems regarding computer configuration and implementation.