Dave Moulds Email & Phone Number

Toronto, Ontario, Canada

Responsible for managing the quality of service to our customers. Acting as a single point of contact between the Compugen delivery organizations, and the Compugen customer care organizations with respect to all service delivery matters.

Toronto, Ontario, Canada

Woodbridge, Ontario

Lead the Service Delivery and Service Desk team for our SMB clients by delivering exceptional technical support services to our clients. Worked closely with our account and sales teams and directly with our clients on operational efficiencies and continuous improvements related to process, technology and business optimization.• Leadership responsibility for the successful implementation and operation of the organization’s Service Management processes with a focus on Incident, Change and Problem Management.• Created, monitored and enforced OLA, SLA, and third party agreements to ensure that optimal levels of service and client satisfaction were maintained and improved for our internal and external clients.• Leader and process owner for incident, major incident and problem management and working with technical teams to resolve or prevent the occurrence of incidents through root cause analysis.• Implemented corporate standardized reporting and analytics in the ServiceNow and Xima platforms to provide essential feedback on performance and service level objectives for the client leadership and Executive teams.• Directed the immediate improvements to overall operational efficiencies and effectiveness of the Service Desk team by standardizing tooling configuration, reporting, and process documentation.

Markham, Ontario, Canada

Coached, mentored, modernized and oversaw the daily operations of the internal corporate Help Desk / Service Desk team and was responsible for end to end processes and procedures related to IT Service Management and ITIL in the areas of Service Desk, Incident Management, and Problem Management.• Partnered with the senior leadership team in the communication, planning, and delivery of best practices related to overall operational, process improvements and cloud migration efforts to improve incident and problem management process execution. Resulting in better MTTR (Mean Time Resolution) and overall system uptime improvements of 30%.• Leadership to cross functional technical teams and encourage teamwork and team collaboration to ensure prompt service resumptions, permanent resolutions to problems and successful implementation of IT changes and solutions.• Defined and managed the service management KPI’s, key metrics and monthly reporting for the senior leadership team. This identified the deficiencies and areas of improvement which were addressed and presented to leadership to help develop an improvements roadmap and plan.• Developed, delivered and implemented modernized Incident, Major Incident, and Problem Management processes that improved the communication status process, overall MTTR and root cause analysis results by 60% in the first 90 days.• Implemented a monthly incident and service quality review process with senior leadership, reviewing major crisis situations and the quality of the issue management, issue escalation and resolution activities.• Directed the adoption and leveraging of additional ServiceNow capabilities and functionality which helped realize greater ROI on the platform investment.• Work collaboratively with the business to support and improve the strategic direction, growth and project delivery plans.• Developed and executed highly successful plans and IT strategy for operational advancement and process improvement.

Toronto, Canada Area

Lead, developed, coached and mentored a highly motivated team of Tier 1 IT Services Operations and Application Services Support professionals responsible for the administration, maintenance and operational improvement of the company’s complex and sensitive core telecommunication IT infrastructure.Core responsibilities also included vendor management, enterprise architecture, budgetary planning (CAPEX and OPEX), capacity planning, automation, performance management, the formalization and implementation of key ITIL processes, disaster recovery, extensive IT project management, and constant co-ordination, collaboration and communication with key business stakeholders. • Extensive practical ITIL process management experience related to development and implementation of incident, problem, change, and release, configuration, service request and knowledge management• Continual state of improvement and evaluation driven by improving service excellence and overall system availability and reliability. Coach teamwork and guide the team regarding industry trends, new technologies and solutions to streamline and automate core operating procedures and production environment support responsibilities. • Responsible for the reporting of KPIs, Service Levels, analytics and metrics relating to system uptime and availability, business SLA/SLO’s and performance metrics as they relate to incident, problem, and change management.• Implemented formal asset management plans and processes to better manage costs and time.• Accountable for the 24/7 availability, application support, monitoring, operation and security of mission critical systems and network resources.• Co-ordinated scheduled and prioritized all preventative maintenance, upgrade and currency activities and projects.• Worked directly with the design, development, enforcement, and monitoring of IT policies and standards related to business continuity, disaster recovery plans, governance, and access control.

Markham, Ontario

Started at IBM as a client consulting and engagement management specialist by guiding, architecting, building and implementing complex business and technical solutions. Roles and responsibilities increased to a global mandate which included working with various client service, sales and engagement teams on technical pre-sales support and post-sales technical enablement activities which included presentation, training, and documentation. • Engaged and worked with a global mix of C-level executives and key decision makers on long-term strategic planning, direction and business cases for service management architecture and solutions.• Provided technical and project management leadership as Engagement Manager on many domestic and international services assignments that consistently delivered on time, on budget and exceeding customer’s expectations.

Toronto, Ontario

Worked in the Distributed Systems Management team that provided technology leadership, architecture, consulting, application development and implementation for numerous enterprise systems management projects.