Christopher Chen Email & Phone Number

Toronto, On, Ca

180 Duncan Mill Road

As the Director of Service Design and Process Development, I am required to interpret and document the service needs of Herjavec Group’s Enterprise clients. The team ensure the Herjavec Security service delivery dovetails on to the customer’s business processes. This will include Service Descriptions, SLA Development, Resource Allocation, On-boarding Requirements and Process development where necessary. The team and I will work closely with internal teams to ensure proper service delivery and will measure service success through key metrics and KPIs• Designing and drafting new and existing services following the ITIL service design model• Work with clients to understand their unique service needs to model service design• Defining, drafting and/or improvement of new or existing processes and procedures across the organization • Fostering a culture of growth, respect, professionalism, honesty and camaraderie within the team.• Building a positive, mutually beneficial relationship with clients.• Engaging regularly with team members in 1 on 1 discussions to both provide, and receive feedback to facilitate growth and improvement. • Addressing performance issues within the team, and taking corrective action.• Identifying KPIs and improving data collection/reporting for the analysis of team performance.• Providing feedback on client processes, and offering recommendations for improvement. • Providing feedback to other areas of the business in order to facilitate improvements which, in turn, provide improved inputs to Security processes. • Selecting candidates for interview, interviewing potential candidates and determining which candidates become new team members. • Acting as a point of escalation for team members, and other business managers as needed, both during and outside business hours.

180 Duncan Mill Road

As Manager of Technical Account Managers, the TAM Manager oversees the TAM team who are responsible for providing valuable guidance around security for a variety of clients and technologies. The TAM Manager is responsible for the success of Technical Account Managers and Technical Account Coordinators.• Is accountable to the business to ensure on-time delivery of customer contracted MSS requirements. including ongoing liaison role with the PMO and lT delivery leads• Liaison with the business to ensure security and privacy concerns are addressed• Communicate with management internally and externally concerning the status of MSS customers.• Planning SMART goals and objectives with each TAM and TAC and ensuring that those goes are met.• Developing team milestones and goals that are help advance overall business requirements.• Developing KPIs and OLAs for the team’s performance.• Training and mentoring for the team’s technical and soft-skills growth.• Enabling effective communication between SOC, technical, and other internal teams..• Hiring and on-boarding of Technical Account Manager and Coordinators.• Provide regular performance reviews of agreed upon and approved key performance indicators.• Continuously review the TAM and TAC roles and responsibilities, tailoring them for the current needs in the organization and adjusting performance KPIs accordingly.• Provides direct training and oversight to all TAMs and TACs ensuring proper information security in accordance with established organizational information security policies and procedures.• Will build and maintain a client focused TAM team that is responsible for a world class service delivery• Establish a client service structure such that all calls, inquiries and problems are followed through to resolution. • The team will counsel clients with regard to application usage, problem resolution and procedures.

180 Duncan Mill Road

• Be a trusted adviser and strategic partner to our enterprise level clients• Design and develop service solutions to meet customer requirements• Build strong and positive relationships with clients at various levels• Engage internal support as a customer advocate to resolve issues and meet SLA• Provide consultative advice (ITIL)• Management of support services to Enterprise clients• Process and Procedure creation• Customer interaction and issue resolution• Resource allocation • Incident Handling• Create and maintain a Service Delivery Plan per customer account• Conduct status review meetings• Establish IT initiatives best support Enterprise clients

4211 Young Street

As the team lead to of the Service Design and Process Development group, I am required to understand the comprehensive and technical information about services and products offered by Sentry Metrics. The team will design and improve processes to meet client requests and leverage automation where needed.As the team lead I work closely with both the sales team and the operations team to ensure delivery of service is both on time and as expected.ITIL Operational Process Development • Event Management • Incident Management • Problem Management • Change ManagementITIL Performance Based Performance ReportingCustom Client Process DevelopmentOn Boarding Processes and Governance • Project Planning and Tracking • Process Engineering and Automation • Process Education and Socialization

Sentry Metrics

• Worked for several high profile clients, such as Canadian Tire, CIBC, and TD defining comprehensive reporting structures• Managed key client requirements, ensuring their metrics, KPIs, and CSFs aligned to business objectives• Created highly customized reports, utilizing various feeds, and providing an easy to use interface• Setup various feeds and interfaces for our development team to enable automation• Rationalized databases, and sources, ensuring proper alignment to client requirements

Bell Trinity Square

• Facilitate Root Cause Analysis meetings with a panel of Subject Matter Experts to identify root problems and prevent recurring incidents and problems• Own, manage and facilitate the regular and ad-hoc Problem Management meetings required to achieve desired outcomes• Contribute to Continuous Process Improvement activities by identifying training opportunities for Problem Management team, improvement opportunities for the tools and improvement opportunities for the process.• Develop strong working relationships with support teams and management, and liaise with areas as required• Train and mentor other team members• Perform trending on data (or suitably obtain data) and analyze for focus areas, defects and improvement opportunities, and feed these into the overall Problem Management cycle• Develop, distribute and deliver Problem Management data and reports• Created a relational database to track post mortems and problem records

Atrium On Bay - 595 Bay St

• Used Crystal Reports in monitoring Service Center, resulting in improved processes, increased proficiency and improved accuracy• Writing the reports needed for different teams, managers, decision makers or departments• Created custom reporting for CIBC Technology• Developed Access Databases to store, manage, and extract data effectively• Optimized slow running reports

33 Yonge Street

• Used Crystal Reports in monitoring HEAT (Help Desk Database) to track efficiency of call logging, people performance and trending, resulting in improved processes, increased proficiency and improved accuracy• Track Severity 1 outages in an Excel data list to analyze and produce trending, graphs and calculate server “up time percentage”, giving the organization a dashboard on all critical systems • Created and supported an Access database comparing MLS listings to existing CIBC mortgages, resulting in a 15% increase in mortgage retention• Work with the learning community to resolve variances/issues (System, application etc.) on a day-to-day basis, resulting in a more self-sufficient user community and less calls to the IT Help Desk• IT's principal instructor for end-user/business training such as Microsoft Office, Internet Explorer, Netscape Navigator, Microsoft Project etc. in forms of lunch and learns, info sessions, classroom based courses, allowing departments to save on external training

33 Yonge Street

• Created, evaluated and tested the curricula for end user training for CMI IT and business staff e.g. Microsoft Office, Microsoft Project etc. • Implemented and delivered on the above-mentioned training curriculum in the form of demonstrations, classes and Lunch and Learns, increasing end user efficiency and significant cost savings for CIBC• Responsible for trouble shooting and problem solving telephone, e-mail and other forms of IT issues, servicing CMI co-workers across the country at a Help Desk level • Responsible for improving and maintaining an acceptable Help Desk service level agreement, by reducing the response and resolution time for logged technical support calls.• Resolved general customer complaints, improving the Help Desk’s customer satisfaction survey by 50%

178 Yonge Street

• Responsible for the delivery of training programs to Corporate and Public Groups ranging from 15 to 20 people per session. (Programs include Microsoft Office, Microsoft Access, Microsoft Project, basic HTML programming and web browsers; Internet Explorer and Netscape Navigator…).• Consistently achieved among the highest evaluations from clients some of which include: Bank of Montreal, IBM Canada, C.I.B.C, TD Bank, Royal Bank, Peel Region and Fasken Campbell Godfrey Law Firm, resulting in repeat business, customer referrals and improved company good will.

Itil Foundation Certificate Training Itil Practitioner : Combined Change Configuration And Release M

Internal Accreditation

Oac, 13