Achievements in 2 years:⁃ Reduced hours of downtime due to infrastructure connectivity allowing more uptime of Operations by slightly more than 40% over a year⁃ Video Wall implementation at warehouses to reduce the use of large seasonal posters and save 1.6 metric tons of waste per site sent to our landfills⁃ Successfully transitioned all IT Engineers from site-specific support only to fully remote mobile accessibility. Created a Nodal Support structure and reduced funding required to support sites by almost 50%. ** Adopted globally by Amazon as the new working standard⁃ Successfully transitioned all 6 main sites in YVR from an FCNet to FFN infrastructure⁃ Lead the creation of a new visual rack installation schematics for cable management; displayed at all Amazon MDF as a reference guide for Engineers ⁃ Wrote performance module, including user guide and KPIs, for IT managers to identify unacclaimed work completed by engineers during training/mentoring, enabling Amazon to award credit or assess performance improvements; this Program was implemented across the “Super Region” (North America west coast)Amazon IT and Infrastructure Management for YVR area in Operations. All Engineers reporting to me with a Focus on hardware lifecycle, preventative maintenance and high severity troubleshooting. In addition, I manage an IT Support Team for the largest Centre for Amazon in YVR area. Surrounded by highly talented and motivated Teams.

Looking to manage a Department again and further my career.

- Tasked with lowering our time to answer our technicians from an average of 18 minutes to our target of 5 minutes. We achieved this and then set out to meet our goal of 2 minutes which we achieved by my fourth month with the department.- Guided the Team through a merger with another department, Digital Transformation and reduced unnecessary tasks by 43% in 1 year while mitigating the impact of 65% staff leaving due to Voluntary Departure. We successfully reduced the necessary FTE for our department from 34 Full Time Employees to just 19- All department targets met and exceeded for past 3 years

Leading the Business Service Activation Teams in BC. Offices in Vancouver and Victoria BC. Areas of opportunity for both the Vancouver and Victoria Team were; Employee Engagements, professional Development, Service Levels at 49% with a Target of 80%, Call Queue KPIs, Workload KPIs for our Specialists. We now hit our Service Level of 80% Nationally. We then established and set KPIs for all Teams within Business SA Team. This ensures we properly support our Field Technicians and establish thresholds for meeting or exceeding expectations. These KPIs align with the department's focus and helps with employee career development within the organisation. We then started to Build on engagement by training each agent on their strengths and areas to improve. Many employees have now moved on to new roles within Shaw Nationally. Update:The Business TSD Team Nationally will finish Shaw's Fiscal Year with the best KPIs the Team has seen in over 4 years. So proud.SIDE PROJECT: I also took on reducing our Incomplete Orders and so far, we managed to reduce these by almost 50% which helps the company's bottom line and free up a percentage of our install calendar.Presently looking for my next challenge.

- Lead a Team of 22 in Technical Support- Trained all new leaders joining our department in Team engagement, Team Building, Hiring and achieving our department targets- My own Team Exceeded all Department Targets and they were recognized by our Director for placing first Nationally

Enhance the careers and development of the Large National Multicultural Mandarin & Cantonese Technical Support Team. Team size, 55 direct reporting agents and Support. Increase Team participation in our Department's targets while building a fully engaged Team to allowing all agents to move up within the organisation. - Discover individual strengths and areas of improvement- Build on the existing Support and assist in developing their careers- increase Customer Satisfaction and Call Centre KPIsThe National TSR Multicultural Mandarin & Cantonese Team is now meeting and exceeding their KPIs, while increasing their Customer Satisfaction Survey count to now being the top Team in these surveys, in Shaw Customer Care Vancouver.

- Overseeing training in technical support, personal development and call centre statistics- Develop new employees to meet Customer Satisfaction goals- Mentor New Supervisors/Leaders to build a highly engaged and career focused teamResult for New Hires:6 month Customer Satisafaction Results of 87%One of the best Reliabilty results in VancouverEvery Team member met their metrix by 6 months

Build a Dynamic, Engaged Team, focused on customer service and support. This team has now moved up within the organization. 2 agents have now become Supervisors of their own team. 3 have moved to Loyalty Care (Customer Retention) and 4 have moved to our eCare Team. One of these agents has now set new records for Customer Satisfaction and continues to strive to help the organization. Very proud of this team and I look forward to what else they will accomplish in their careers.

Team Lead Sales Support for TSR- Run a successful group of Support to assist the department in its goals and develop the groups careers within the company.

It Administration for small to mid size businesses that are not quite large enough to house its own IT Department yet require the latest security for the company data and communications.Some of my clients:Wawanessa Insurance Vancouver HondaBurrard Acura12 Insurance offices9 Accounting Firms

Build complete network for the dealership on all three floors.Design and build email server to increase functionality and ease of use. Add internal security to all communications.Build website to be search engine friendly and increase sales, parts and service traffic.Assist in new and used vehicle sales.

Managed Business to Business Sales in the downtown area of Vancouver. Held seminars at UBC and Fraser Valley University on wireless advancements and the direction of our business solutions.

Build a dynamic team to increase business sales within the Vancouver Downtown core.Results:Increased Business Sales by 230% while increasing clients using our product by 182%.