Connel Valentine Email & Phone Number

Waterloo, Ontario, Canada

Brampton, Ontario, Canada

★ Automated Power BI dashboards✓ Data was scattered in various locations in the organization, and teams were spending full days creating daily and weekly reports using legacy reporting practices for senior management.✓ I mastered Power BI, coached and mentored my team to up skill to the tool, collaborated with data engineers, and automated the retrieval of disparate siloed data into single Power BI dataset. This led to the implementation of crisp, clean and automated multi-page dashboards, distributed to senior leadership.✓ This reduced the efforts required to create our weekly reports from 100s of hours per week to 0, eliminating the need for additional headcount as our business and scope expanded.★ Leadership✓ I inherited a team from another manager. This team complained that my predecessor never took any initiative or had the skills to guide them, and there was high turnover.✓ After assessing the outdated reporting practices in this team, I coached and mentored them to skilling up with Power BI, data transformations and working with data engineers to build pipelines for our data.✓ Since then, the only people that have left my team got promotions in other parts of the organization. They now feel they have a leader they can trust is looking out for their best interests.★ Project Management✓ Continuous service improvement is at the heart of everything I do. But the team I inherited were in the habit of doing more of the same, afraid of change and never seeking efficient solutions.✓ Every year, I create a strong business case for my senior leadership team, to budget for a major project and improvement initiative.✓ By collaborating with data engineers, app teams and business owners, I've managed projects that has led to the creation of automated Power BI dashboards that is distributed to the entire divisions at Rogers.

8200 Dixie Road, Brampton

I was promoted to this role after working closely with the hiring manager on a ServiceNow upgrade project. This role was created to identify and measure KPIs across IT Operations and provide visibility to the senior leadership team on IT operations performance★ Fact-based analysis✓ Senior management needed to make decisions but lacked sound data to support business process improvement and cost reduction and capital investment.✓ I utilized BI Tools to gather and deliver timely analysis to address specific inquiries from the senior management and report on IT key 6 objectives to Rogers✓ By consolidating the numbers into a single tool, we were able to reduce our reporting time by 30% and utilize that time for more automation in the future★ Develop Reporting & Analytics deliverables✓ IT senior management required to understand customer impact from major incidents, but data was scattered in various areas of the organization✓ I collaborated with various teams from the business to source all the data to a single source of truth in central data repository cross reference with Service Now✓ This allowed us to view customer impact to the business analyzed by application/sub category/teams which guided senior management on service improvement initiatives★ Design Reporting & Analytics Framework✓ Several teams through out Rogers IT were suffering from the same issues of disparate information being held in different systems✓ By building relationships with these teams and providing demos and training sessions on our BI Tools, I was able to raise awareness of business intelligence and and a continuous service improvement model✓ Teams were now utilizing the tool for their own automation purposes saving resources and improving accuracy of data

333 Bloor Street East, Toronto

With Rogers repatriating the Service Desk function back in-house, I was hired to lead a team of entry level IT support technicians, some were moved internally from Rogers call centres, others were hired fresh out of university.The objective was to motivate these teams to deliver world-class customer service while maintaining best-in-class Service Desk performance★ Develop standards and procedures✓ Prior to the service desk launch, we were concerned about teams following process in a new environment. As a startup team we were expected to the the ground running with no prior experience✓ I designed and implemented a simulation exercise, while documenting and maintaining the process of incident management and service request management✓ As our operations progressed, I continued to develop new SOPs that improved new training time and retraining of technicians★ Monitoring and Reporting SLAs✓ As a new team, our Vice President was especially interested in reporting progress of our function to the CIO. We were expected to keep a close eye on our team's performance and close any gaps✓ I quickly learned the reporting features of our ticket and call interaction tools (Service Now and VCC) and assisted other team leads with reporting our teams performance✓ I coached back and had one-on-one sessions with my team of 13 full-time and contract analysts, praising them for high performance and coaching those that needed assistance✓ We successfully maintained ASA at just over a minute and AHT of 11-13 minutes★ Team Management✓ With a new environment and constant change, maintaining the performance of the team was a challenge as new priorities and procedural challenges arose.✓ I took the hiring process very seriously, seeing it as one of my most crucial responsibilities to ensure we hired right the first time✓ I handled team scheduling conflicts and influenced and lead my team to go beyond the call of duty when overtime was required to support our 24x7 operations.

Dubai

An integral and active member of the IT first-point-of-contact team for resolving end user requests and incidents. Managed a ticketing system for logging end user inquiries, and ensured that service level agreements were within the agreed range. This results in 95% end user satisfaction, which was amongst the highest rating in the International SOS group.Motivate IT team members to take ownership of requests and incidents, and follow through till completion. Communicate to end users via phone and email to follow up on tasks and seek clarification on requests and provided reassurance on-going request activities.Maintain an accurate inventory of all hardware and software assets and third party service agreements and contracts, and encourage team members to keep records up to date. This allows finance and auditing departments to accurately manage and update the budget and track and monitor IT operational activities.Implement strategic hardware upgrades to servers and workstations. This improved employee productivity by ensuring that preventative maintenance reduces workstation failure probability by 95%. Strategic upgrades to hardware also saves the organization USD 30-40,000 annually, by analytically seeking more economic alternates to upgrades that meet the business’ requirements Maintain positive relations with third party vendors that provided IT support and products to the business. Proactively monitor service contracts expiry dates and liaise with local management and finance teams to renew the contracts on time to ensure business continuity and minimize business risk from loss of IT service.Provided 24x7 on call support to the business critical assistance center that provides call center services to International SOS clients that are medical and high security in nature. International SOS’ corporate level IT audits on local IT services to the business, consistently leads us to a score of 100% compliance.

Dubai

Performed hardware and software support and installation.Performed weekly back up of energy management data.Operated computer help desk assisting users with problems and solutions.Diagnosed hardware problems with modems, printers, cables, or telephones.Performed repair of computer systems and related equipment by removing and replacing components or reconfiguring and restoring systems.Assisted financial and office personnel with hardware and software problems, provided troubleshooting, and owned desktop and network issues to resolution.Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions.Assisted customers with both in store and on-site computer setup and software training.Developed detailed, comprehensive communication plans, change management plans, risk assessments, and standard operating procedures.

B.S, Computer Science

-Graduated with a 3.43GPA. -Participated in several competitions and volunteered at various college occasions and ceremonies. -Created.

High School Degree, Computer Science

Dubai, United Arab Emirates Completed 2 years of ‘A’ Levels in Science (GCE Syllabus) Completed ‘O’ Levels in Science (GCSE Syllabus)