Lead regulatory compliance, driving data privacy and information security Work with clients to implement compliance certifications in ISO27001, ISO27701 and other related standardsImplement and oversee risk management processes and procedures, including vendor onboarding, off-boarding, and contract negotiation, developing privacy and security knowledgeWork with management to achieve and maintain compliance with various regulations as well as industry leading accreditations

Deliver End-to-end incident lifecycle management including trend analysis and problem identificationFacilitate the improvement of service delivery at the service desk via identification of optimization opportunities

Provided first-line technical support to network users in North America via telephone, email & remote accessLogged incident and service requests for inbound technical support calls within the established ITIL FrameworkInvestigated and resolved problems relating to user profile administration using Windows Active DirectoryProvided support for network components such as printers to resolve connectivity issuesProvided email support using Office 365 including configuration of Outlook Desktop App

Provided first-line technical support to network users in the GTA via telephone, email or remote accessDocumented and resolved inbound technical support calls within the established service standardsInvestigated and resolved problems relating to user profile administration using Windows Active DirectoryProvided support for network components such as printers to resolve connectivity issuesProvided email support using Office 365 including configuration of Outlook Desktop AppDeployed new computers to users across the GTA while using Acronis True Image for initial OS setup

Led engagements with prospective clients to showcase the benefits of implementing ISO standards Presented analysis of how ISO standards supported their business and aligned with goals and objectivesFacilitated the effective and timely implementation of an IT Service Management System (ITSMS) and the eventual certification to the ISO/IEC 20000 – 1:2011 standardConducted 3-day training courses for practitioners and auditors on implementing ISO/IEC 20000 – 1:2011 standard across the countryWorked closely with clients from start to completion of ISO Standards implementation, including providing ongoing training sessions to stakeholdersMaintained the Active Directory and Office 365 infrastructure for the company

Supervised the technical support team dedicated to Hewlett Packard customers in the U.K.Ensured that customer issues related to repair and replacement of faulty printers were resolved promptly and effectivelyProvided ongoing training for customer service agents on repair and replacement business processesAnalyzed customer satisfaction survey data and provided regular reports to the Operational Management team at Hewlett PackardIdentified continuous improvement opportunities for the repairs and replacement process based on customer survey results and presented these recommendations to the senior management teamPromptly and efficiently responded to customer inquiries and concerns

Provided first and second line technical support to network users nationwide via telephone, email or remote accessDocumented and resolved inbound technical support calls within the established service standardsEscalated unresolved cases to third level of support as requiredMaintained an inventory of all IT assets in the company including technical support documentationLiaised with relevant service providers to maintain and supply IT equipment and services

Specialized in virus identification and protectionDiagnosed client network environments to determine the extent of virus protection required, which included identifying potential intrusion entry pointsInstalled McAfee Enterprise Protection Suite of security products for various client organizationsDesigned and developed virus protection procedures and guidelines to support various aspects of the client’s virus protection programMaintained a threat knowledge base to ensure adequate response to attacks reported by clients