Leader of 15 members of Service Desk team who provide customer support to Durham College and Ontario Tech University students, faculty and staff at 3 campuses across Oshawa and Whitby.• Multiple sources of customer requests: Phone, Email, Chat, and Walk-in support at 3 Service Desks.• Primary point for logging tickets for Incident Management, Service Requests and Facilities Management activities for both institutions.• Monitored incidents, provided status updates and communication of critical impact to the institutions.• Ensured that adequate service levels are maintained for the SD functions, and performed operational reporting, trend analysis and statistics in a manner that clearly indicated efficiencies and problem areas.• Responsible for the area’s budget and financial operations.• Administrative duties include hiring and managing full-time staff, part-time staff and work-study students. Responsible for hiring and supervising contract people during peak periods, developing recruitment, retention and training plans to ensure that the area has the appropriate skilled IT staff required.

Product Owner and Technical Lead for IT Store, an internal application for ordering and delivering product and services to users across GM. Widely recognized as definitive SME in GM for the IT Service Management (ITSM) modules for Service Request & Fulfillment and Service Portals.• Created the content, performed the end-to-end work related to enhancements in Agile Releases: Business Analysis; Requirements Gathering; User Stories; Technical Requirements; Cost/Benefit Analysis; Scope; Test Cases; User Acceptance Testing; prepared documentation and provided training on the release content. • Authored the strategy, conducted the gap analysis, to evaluate capabilities of a vendor app against features and functionalities expected for the new IT Store product. Identified over 30 enhancements to address the gaps, majority of which were adopted by vendor and became part of their core Service Portal offering.• Identified the key integration points across ITSM for Orders, Ticket Status and User Communication data for the interface with other End User apps via APIs.• Established web service interfaces with external applications for automation of request fulfillment activities which produced significant cost savings and operational efficiencies for GM.• Drove the pull of user and location data directly from master data management sources into ITSM tables, which dramatically reduced the time duration of when source data updates appear for the business user and added to provision of the 360 degree view of the user.• Led the Service Management team, focusing on workload assignments, mentoring, goal setting, performance evaluations and compensation planning; continuously improved the effectiveness of each team member.• Strengthened my knowledge and experience with the following ITIL domains: Service Catalog, Request Management, Service Desk, Change Management and Incident Management.

Provided business application support for the IT Service Center tool used globally (49 countries) by GM for requesting IT products and services; tool was developed, owned by HP Enterprise Services.• Responsible for ensuring all changes to the system were applied correctly and in a timely manner. Provided the development team with detailed requirements, established the priorities and ensured changes to the system were thorough and encompassed what the business needed.

Provided business application and customer support for the IT Service Request Wizard tool used by all GM Manufacturing & Labor sites in North America, and the IT Service Request Wizard (PD Version) used globally by Product Development.• Led a cross-functional team of business users and software developers in the creation of the IT Service Request Wizard, a new tool for the Manufacturing business unit.• Worked with the IT Managers and Coordinators in the GM plants to analyze and summarize the needs for the tool, developed the requirements, then oversaw the project through the design, development and deployment of the tool in over 20 locations; once in production, provided on-going support.• Customer feedback: “The best tool introduced into GM in a long time”.

• Designed & developed the process collateral for EDS Global Billing System, for deployment across the EDS accounts supporting General Motors worldwide. Became a SME on SAP in the billing realm.• Led a global team in defining end-to-end process and tools for IT Financial Management within Service Management of ITIL Framework.

Responsible for the delivery of over $6 million in business related to EDS’ business processing services with GM Canada for CRM activities (cardholder processing services for the GM Card program; and the GMCL Enterprise Data Warehouse).

• Provided business development and sales support in the pursuit of new business growth• Prepared Strategic Business Plans (2 years) and monitored industries for business & technology trends• Led the formation of a Memorandum of Understanding for a strategic alliance between EDS Canada and Workbrain to jointly market, sell and deploy Employee Relationship Management solutions

• Transition of local IT systems in the Delphi Canada Divestiture, the transition of two GM plants in Oshawa to operation by Delphi Canada.• Key resource in successful negotiation of 4 year outsourcing deal between EDS and Delphi Canada.

• Leader of a team providing approximately $4 million of IT services for the General Motors NAO International Product Centre (CKD Operations).• Responsible for the geographic concerns related to EDS’ activities with Peregrine Inc. in Canada, for the people, financials, legal and regulatory matters, and administrative procedures.

• Responsible for the HR/Payroll process in a six month project to migrate Peregrine Inc. from GM mainframe systems to an integrated solution of PeopleSoft and third party system administrators• Supervisor of the Fabrication Material Systems team in the support of central material management systems for GM Canada • Project Leader in the study of common NAO material systems for GM Canada• Leader of the Technical Support team responsible for the hardware, software and networking functions in the Manufacturing Processing Centre of the GM Oshawa Truck Plant• Planned and coordinated the upgrade and testing of all DEC based applications during a $5 million upgrade of the DEC hardware and O/S software

• Organized and implemented the installation of INFOLINK, a PC-to-host electronic messaging, word processing system at 30 CBC Radio stations across Canada, and the foreign bureau in London, UK.• Nominated by the user community for the CBC President’s Award for the successful implementation and training of the INFOLINK system.