Ed Lehming Email & Phone Number

Ontario, Canada

- help customers achieve their business objectives through strategic customer engagement.- work with our client facing teams to understand how we can generate successful outcomes for customer using Compugen products and services- solution development, pricing , and contracting.- Orchestrate customer facing workshops to define scope and opportunity, playing attention to the ITIL framework and Service Management structure- work with internal lines of business (Service Desk, Field Services, Managed Endpoint, Managed Hybrid IT and Device as a Service) to deliver value to our clients- Create critical deliverables and presentations

Toronto, Ontario, Canada

Responsible for Canada-Wide Service Delivery support and strategy including capability and coverage. This work requires deep and specific knowledge and experience in all aspects of Xerox Canada's service delivery infrastructure, resources, coverage capabilities, and end-to-end delivery process.I lead service responses to all of Xerox's Request for Proposal (RFP) from small fleets to large enterprise Managed Print Services, by architecting service delivery solutions targeted to our customer's increasingly complex and price sensitive requirements.This requires working directly with our customer to understand their environment and specific business goals as well as engagement with our entire Managed print service team, from delivery and implementation, transition, steady state service delivery and consumables fulfillment, product life-cycle management, and secure disposal.This requires the ability to see big-picture solutions yet understand the fine details of very complex solutions, ensuring that all components integrate successfully into a capable product.Supporting live solutions also requires a thorough understanding of all process components to quickly problem solve any shortfalls by creating and implementing solutions to eliminate or mitigate the effects of such shortfalls.The role also involves being the primary service focal for two of Xerox's largest customers. This involves having an intimate understanding of our customer's business and associated processes and requires personalized delivery solutions to meet those requirements. To gain this level of knowledge requires a strong relationship 1:1 relationship with senior leaders within the accounts and frequent and ongoing dialogue to ensure that our solutions continue to deliver to our customer's expectations. Once more, my deep understanding of Xerox's delivery systems, infrastructure, and capabilities enables me to very quickly and effectively address escalations and implement long-term solutions.

Greater Toronto Area, Canada

RESPONSIBILITIES- Lead developing and architecting end-to-end Service Delivery and support for large, complex Managed Print Services solutions- Partner with sales, solution and support teams to assess opportunity, develop win strategies and optimize solutions.- Provide senior level presentations and briefings, participate in technical meetings, support bid and proposal efforts, and technically and procedurally represent the solution internally and externally.- Develop, document and present integrated solutions for complex deals based upon the client's requirements and company products/services and those of all required third party vendors/partners in the end-to-end solution.- Validate all solution components including optimizing costs and minimizing operational risks while meeting business case needs specified by client partner/enterprise architect.- Validate with internal and external groups to ensure that all solutions are supportable- Validate and determine third-party relationship in delivery of services- Develop the delivery transition plan and design and document the integrated solution to help shape deal economics, using business intelligence and Lean Six Sigma Methodology.- Participate in the transitioning of customer accounts from their existing environment to a fully transformed managed print services solution.- Contribute to contract negotiations- Participating in due diligence and continuous improvement activities

North York, Ontario

Responsible for Customer Delivery Operations (CDO) planning and Business Intelligence processesPrimary CDO interface to national RFP responses and SLA/SOW inputsInterface to Pricing and Centre of Excellence communitiesDefinition and tracking of CDO KPI's and supporting internal and external reporting requirementsDevelopment and management of CDO Business Intelligence tools and processes

Toronto, Canada Area

Workforce strategy and planningNational coverage analysis and strategyCreation and deployment of zoned service delivery modelRFI / RFP responsesDevelopment of workforce analysis tools for RFP responses and general workload analysis.

Toronto, Canada Area

Responsible for management of 56 customer service professionals and four Field Operations Supervisors.Successfully managed a $36M service P&LAccountable for the development and deployment of regional service strategyLead service delivery to a broad variety of customer segments for small home-based businesses to graphic communications providers and four of Canada's largest law firms.Coverage area from Pickering east to Oakville west and north to Newmarket, as well as a large team covering the downtown Toronto core and financial sector.

As a senior business analyst, I was responsible to perform the ongoing assessment of Xerox Canada's national fleet of print and copy devices. From this analysis, I provided business leaders with the information they required to make good business decisions.Work included sourcing and linking data from multiple repositories and integrating results into business intelligence, which not only provided insights on historic performance but enable future projects to assist in planning and troubleshooting.

Canada

Responsible and accountable for all programs associated with the successful launch and support of Xerox's Production Print Products.

Responsible for service national service delivery performance assessment and market analysis to develop successful marketing strategies and collaterals. Worked in collaborative workgroups with my sales partners to ensure effective communications of all deliverables and to foster strong communications between stakeholders.

Toronto, Canada Area

Improve customer service experience, create engaged customers and facilitate growthTake ownership of customers issues and follow problems through to resolutionDeploy strategies focused on improving the overall customer experienceDevelop local and focused service procedures, policies and standardsKeep accurate records and document customer service actions and discussionsAnalyse performance statistics and compile accurate reports with associated actions to improve performanceRecruit, mentor and develop customer service tecnicians and nurture an environment where they can excel through encouragement and empowermentStay in tune with industry developments and trendsControl resources and utilize assets to achieve qualitative and quantitative targetsAdhere to and manage within an approved budgetMaintain an orderly workflow according to priorities

Product specialist on Xerox's Ethernet products including workstations, servers, and print devices. I was an internal escalation point and subject matter expert in troubleshooting complex problems.During this period I was also responsible to deliver network and systems knowledge to the service workforce in the Toronto region. This involved teaching basic network skills, terminology, and applications concepts as well as testing for understanding.

Responsible for service troubleshooting and repair of Xerox's Ethernet workstations, servers, and printers as well as troubleshooting network connectivity problems

Cet, Mining Engineering

Activities and Societies: Association of Prospectors and Developers Mining Engineering Technologist

Secondary School Honours Graduation Diploma, Sciences

Activities and Societies: Volleyball, cross-country ski team, Physics Challenge