Bifrust is data management platform for enhanced management of semi/unstructured data.

Current responsibilities: - Architecture and build team - Services- Sales and contract management - Roadmap of custom built ISV solutionsTechnical Skillset:- Digital transformation discovery and assessments, Identity/Mailbox/Data migration strategy, Infrastructure security & compliance auditing, Data compliance planning, Unstructured data analysis, Unstructured data convergence strategy, Data governance planning, Information architecture.

• Managed IBM (US & CA) partnership and multiple high-valued direct customers (public cloud/hosted, managed & private cloud customers) from service delivery/account management standpoint. • Developed existing business: implementation and on-boarding of net new consumed services. • Contract management/renewals: including PCRs, Amendments, SOW, RACI.• Reporting: Operational, Billing, Service efficiency, QBR, SLA & RCA.• Spearheaded and managed the onboarding… Show more • Managed IBM (US & CA) partnership and multiple high-valued direct customers (public cloud/hosted, managed & private cloud customers) from service delivery/account management standpoint. • Developed existing business: implementation and on-boarding of net new consumed services. • Contract management/renewals: including PCRs, Amendments, SOW, RACI.• Reporting: Operational, Billing, Service efficiency, QBR, SLA & RCA.• Spearheaded and managed the onboarding of Ceryx’s biggest strategic portfolio customer (Oil & Gas ~ 20,000 seater).• Developed operational processes, delivery playbooks and account plans for customers. • Developed and maintained support processes including incident management.• Managed and led RCA activities, including but not limited to: incident management, customer communication throughout the lifecycle, problem management, change management, service level management & RCA publishing. • Ensured alignment of customer commitments with business objectives through continuous improvement of CPIs & KMIs, increasing process efficiencies and streamlining legacy reporting workflows.• Quarterly, monthly and weekly customer cadences of various nature: MOR, CAB, QBR, Service Efficiency & Project meetings. Show less

• Managed a team of 10 technical analysts: 2 PODs, 2 technical leads & 8 analysts (Tier-2 & 3).• Service desk reporting: Point-in-time and trending SD health checks (IVR/telephony reporting, ITSM reports, Queue health, SLA)• Incident & Problem management: ticket triaging, coordinating stakeholders, internal war room bridges, customer updates bridges, incident updates through ITSM, emergency change management, interim and final RCA development. • Analytics on trending… Show more • Managed a team of 10 technical analysts: 2 PODs, 2 technical leads & 8 analysts (Tier-2 & 3).• Service desk reporting: Point-in-time and trending SD health checks (IVR/telephony reporting, ITSM reports, Queue health, SLA)• Incident & Problem management: ticket triaging, coordinating stakeholders, internal war room bridges, customer updates bridges, incident updates through ITSM, emergency change management, interim and final RCA development. • Analytics on trending problems: weekly volume, stale and aged transactions.• Developed customized dynamic dashboards for P-I-T live stats for the service desk and historical trending analytics dashboard to ensure continuous service improvement and quality assurance.• Developed tools and processes to improve service quality and increase efficiency across the board. • Knowledge management: Consistent addition and updates to SOPs, develop and improve service desk processes.• Talent management: Recruited on frequent basis, trained and mentored team members to grow into senior roles.• Built new governing metrics for the team, introduced new layer of KPIs and CPIs for granular level of performance management.• Performed service delivery functions for direct hosted customers and direct private cloud customers. • Drove the service quality and stats to levels unseen in the company previously. Show less

Managed POD of 4 analysts: Scheduling, incident queue management, technical escalations & performance management.• Point of escalation to Jr & Sr level technical analysts (level 2 & 3).• Quality assurance & weekly service desk health reporting.Supported applications in B2B model:Exchange 2003,2007,2010BES 4.0,5.0Active DirectoryLync 2010Sharepoint 2010SplunkEvault

• Tier-3 technical support for hosted public and private cloud (i.e. messaging, MDM, identity management, intranet/SharePoint, mail gateway, messaging hygiene services.)• Organizational & recipient management: Worked on issues with higher complexity and higher severity. • Point of escalation to junior analysts & assisted with messaging migration projects.• Queue management and major incident management.

Supported applications in B2B model:Exchange 2003,2007,2010BES 4.0,5.0, AirwatchActive DirectoryLync 2010Sharepoint 2010SplunkEvault

Server and network monitoring/Support for hundreds of clients.Maintaining SLA/O for various clients such as Rogers (i.e. router staging, shipping, triaging and recovery activities within contracted SLA).Blackberry/BES support & Exchange/ActiveSync configurations and device management. Deployment & support of Citrix client on mobile devices and thin clients.Network support to clients, such as: Rogers Business Solution, Deloitte & Touché, CNRL, EnCana, Lululemon and APT.IMAC… Show more Server and network monitoring/Support for hundreds of clients.Maintaining SLA/O for various clients such as Rogers (i.e. router staging, shipping, triaging and recovery activities within contracted SLA).Blackberry/BES support & Exchange/ActiveSync configurations and device management. Deployment & support of Citrix client on mobile devices and thin clients.Network support to clients, such as: Rogers Business Solution, Deloitte & Touché, CNRL, EnCana, Lululemon and APT.IMAC Work for various organizations such as: Traders, Osgoode Hall, Xstrata.Developed onboarding support documentation & held training seminars for Liquor Store Group (LSGP).Developed SOPs, advocated and implemented process efficiency with support processes and developed quality assurance checks for customers.Coordination and technical guidance to onsite technicians for hardware and network support calls after-hours. Show less

Worked with Edmonton Credit online on daily basis. Worked with Equifax on getting credit risk analysis and asset liability ratio to approve loans and financing for customers.Also managed the Inventory control system for the store for products procurement through manufacturers to ensure maximum availability.