• Recruiting and training of IT specialists for projects in international telecom corporations.• Prepare, maintain and update budgets;• Managed, control and co-ordinate day operations including:. Business development and implementation of marketing strategies,. Contract negotiations with clients, personnel and sub-contractors,. Personnel management, . Payroll, financial controls, . Project management.

Summary:Leads and collaborates with various lodging field resource [Field Techs, Branch Techs, and 3rd Party Certified Installers], and ensures Dormakaba delivers on customer commitments, with the highest standard of quality.Management,• Lead, coach, and develop a team of Field Technicians, and Schedulers• Review and approve expense reports, and ensure conformance with dormakaba travel policy• Report labor hours / salaries in accordance with finance guidelines to ensure cost is captured properly.• Ensure efficient scheduling of resource, booking the right ppl depending on job scope of work, and within reasonable timeline to avoid extra cost / waste [airline, expedite deliveries, trip charge …]• Drive improvements to installation process, manuals, tools ..etc.• Maintains Key Performance Indicators (KPI) related to his/her group• Prepare / Communicate monthly report that includes highlights, opportunities, lessons learned, and plans for improvements.Certified Installer Program• Manage projects assigned by the Program Mgr. related to Installation Services• Follow up on the onboarding of newly trained field resource, and track progress• Manage Certified Installer related opportunities, follow up to correct labor related issues,• Maintain up-to-date Certified Installer records such as vendor accounts, valid “insurance & liability”, “Workmen Comp” and / or other applicable information. • Maintain and distribute training manual installation and product documentation

• Manage, lead and coordinate Technical Support services nationally for the firm;• Establish and manage service levels of internal department and outsourcers;• Ensure continuous improvement of processes, methods and tools;• Restructuring of the national service department;• Develop policies and procedures that outline how problems are identified, documented, assigned and corrected; • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions, enhance quality of service;• Proactively monitor and report team performance, aiming to meet or exceed SLA targets, recommend and implement action plans as appropriate to address any shortfalls;• Coach and support ongoing development & performance of staff. • Develop, implement and maintain hardware inventory tracking systems;• Creation, implementation and management of the Service Call-Center;• Creation, implementation and management of Incident management department; • Implementation of KPIs;• Creation of coaching logs system;• Ensure a high level of Customer satisfaction; • Ensure adherence to the conditions of the Service contracts; • Ensure the management and growth of the department while controlling the productivity, profitability, customer satisfaction and the growth of the customer base;• In charge of stocktaking (for parts) for all regional offices;• Determine, respect and control the budget, costs and expenses of the department, including expenses accounts; • Manage the personnel (administrative, on site technicians and field-technicians);• Establish strategies to improve the support, profitability, the quality of service and employee satisfaction;

* Manage, lead and coordinate Technical Support services nationally for the firm;* Develop policies and procedures that outline how problems are identified, documented, assigned and corrected;* Analyze performance of Technical Support Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems;* Conduct research on emerging products, services, protocols and standards in support of Technical Support Desk technology procurement and development efforts;* Manage the processing of service requests to the Technical * Support Desk via telephone e-mail, web and walk-ups to ensure courteous, timely and effective resolution of end user support issues;* Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications;* Develop, implement, and maintain hardware/software inventory tracking systems;* Oversee the development, implementation and administration of service desk staff training procedures and policies;* Proactively monitor and report team performance, aiming to meet or exceed SLA targets, recommend and implement action plans as appropriate to address any shortfalls;* Coach and support ongoing development & performance of staff.

Recruit, built and manage highly effective teams of agents providing technical support (24/7) to Loblaw employees and its affiliates throughout Canada: 1300 stores, 35 distribution centers and over 5000 users in 4 administration offices. * Reduce wait time by 37%. * Reduce cost of pharmacy support by 40%. * Increase overall first call resolution by 20%. * Increase client satisfaction by 10%.* Promote and encourage teamwork and effectiveness by establishing high levels of communication and employee involvement;* Establish call center targets and performance measurements;* Manage staff, including hiring, performance evaluations, manpower planning and development, coaching and disciplining;* Train, develop and coach employees;* Liaise with the Training department to ensure ongoing training of the staff;* Incident management: review technical problems, consult, co-ordinate and / or recommend solutions;* Co-ordinate and liaise with all stakeholders to ensure issues are resolved in a timely manner;* Prepare and submit reports to senior management;* Ensure a high level of customer service and professionalism is provided and maintained;

• Manage multiple lines of business (1500 agents) including all off queue activities • Monitor and ensured that the center met service level metrics.* Reduce absenteeism by 10%,* Reduce SLA breaches by 15%,* Increase Operation efficiency and the center becoming the top performing center.* Increase delivery of Operation request.• Ensure that all training was coordinated and completed within specific guidelines.• Maintaine data from all sources to ensure complete data integrity for forecasting, scheduling and analysis purposes. • Built and maintaine a mutually beneficial relationship with all key stakeholders: Operations, Scheduling, Training, ATIS-Support, ATIS-Telephony, and Calabrio to ensure continuous support in meeting organizational goals on a daily basis. • Analyze and report variances in forecast. Created internal documents, reference manuals and procedures. Followed-up on technical and management escalation processes.