• Provided direct leadership and supervision of four application incident coordinators, owning the process of coordinating major and minor incidents from discovery to resolution at a unionized public sector insurance company • Led and supervised activities related to major and minor release planning and execution, including change management, reporting, and an insurance and financial processes tool, coordinating with both internal and external customers• Conducted knowledge transfers (KT) and training of business users and support staff• Prepared statistics and created analytical reports and trend analyses from raw data, and communicated information to C-level stakeholders• Implemented and developed an auditing process for tickets

• Created presentations for stakeholders proposing strategies and improvements of a new PKI solution for a large, global telecom company’s desktops and mobile technology in a unionized environment• Worked with on- and offshore project teams on a daily basis, and arranged and held KT sessions and continuous support with a new in-housed offshore support team leading to better incident management via ITSM• Created user guides for users and support scripts for the support team, with understanding of customer service practices and procedures, as well as instructional videos• Enabled others by holding KT sessions and continuous support with a new in-housed offshore support team leading to better incident management

• Reporting of product status to clients, and worked with constant change of client demands and ensured they were correctly interpreted and met. Expedited completion of products if required• Monitored workers and ensured performance metrics were met, as well as the adherence to Health and Safety regulations• Decreased lead times by optimizing the work flow together with the President

• Solved level 2 problems end users experienced with a large financial institutions mobile app and its mobile technology• Assigned Primary Case Researcher as my quality scores were the highest of the support team within quality assurance and customer service• Created SharePoint guides for first level agents to increase the number of first call resolutions