Provides leadership, organisation and management to the Canadian, and global system supporteffort. Support the Airport Services team in ensuring the obligations contained in the various client’s contracts/agreements are met and in gaining further support contracts in the Canadian region.Manage and grow our Canadian support services and ensure that remote sites and clients service levels and expectations are maintained at all times. Identifies additional work and improvements and work with the clients and the Glidepath team to implement these.Responsible for:-Overseeing and managing and growing the support service in the Canadian and Caribbean Regions-Selling and managing additional support contracts-Identifying, proposing and selling system improvements, updates and upgrades-Providing reporting as required under our support contracts-Maintaining contact with clients and maintain ongoing relationships-Being a Glidepath point of contact for upcoming work.-Providing quotations for spare parts to Canadian clients and managing the supply and delivery ofspares.

Support assistance for the clients who have installed Glidepath’s Inbound Baggage Data (IBD) product including regular data analysis, system maintenance and reporting. Maintain client relationships with both local and regional clients. Further develop IBD product features and promote same to potential customers. • Project Management –• Manages and maintains local maintenance contract ;• Develops factory and site commissioning documents for BHS installation projects, assists in the commissioning. • Logistics/Operational support for Glidepath projects locally and nationally.

Specializing in terminal passenger flow processes and contract performance metrics; analyzes and provides decision makers with information relevant to their respective business areas by collecting and aggregating data into digestible reports with relevant information. Provides assistance and guidance to contract managers in the development of statistically relevant and measureable service level agreements (SLA’s) that are cost effective to manage.• Collect, aggregate, and report on ACI, ASQ data for the monthly consumption of executives and functional managers. • Collects, analyzes and reports on passenger flow data through governmental processes via a Bluetooth/Wi-Fi monitoring system (Blipsystems - Denmark).• Designs, implements, aggregates and reports rule based audit data that are statistically relevant ,collected electronically and efficiently for the use of various contract or process managers.• Advises contract managers on effective SLA metrics including aggregation periods, exceptions and audit rules. • Specialties include inbound baggage performance, security processing performance, airline check-in performance (including Kiosk and bag drop) ,audit methodology and collection, SLA development

Creates and maintains service level agreements/protocols with relevant process holders based on worldwide benchmarks or agreed upon key performance indicators as it pertains to customer service processes or initiatives. • Analyses data and rectifies processes where trending metrics requires intervention with process owner. • Publishes various scorecards based on key process metrics.• Manages two contracts to support monitoring and observations as well as on line dashboard.• Manages a team of two analysts.

Acts as a liaison between GTAA Terminal Operations, GTAA IT&T and airlines with respect to all IT&T systems required to efficiently operate terminal processing systems and information infrastructure. Interfaces with Airlines to determine passenger processing IT&T hardware requirements. Integrates new entrant airlines and manages airline terminal moves by acting as the main project leader/director. Specifies IT&T hardware from a common use perspective and from a passenger meeter/greeter informatics perspective. Have extensive experience in advanced passenger processing initiatives that align with IATA’s STB initiatives. Developed and prepared several business cases associated with project work. Works with both internal and external agencies as required.

Managed the Airport Operations Control Center as the main operational point of contact and control for daily operational and emergency events encompassing both airside and groundside areas. Monitored and maintained terminal and aerodrome perimeter security control. Lead a staff of 50 in a unionized environment providing leadership and mentorship to staff operating in a high stress environment. Conducted regular root cause analysis’ (RCA) of various events focusing on improvement in procedures, communication and enhancing safety, security and operational integrity. Developed and implemented various policies and procedures addressing changes in operational requirements (airside/groundside) as required by Governmental agencies (e.g. Transport Canada, CATSA, CBSA, and CBP) or RCA, and by other internal and external clients as required. Managed roster scheduling, budgeting and training within parameters set by the collective agreement and corporate/sectional goals. Maintained electronic communications/computer infrastructure production and redundancy.

Responsible for the overall safe and secure operation of the aerodrome (terminal and field) on a day to day basis. Coordinated with governmental agencies, airlines, groundhandlers, ATC, and Maintenance crews in order to minimize operational impact to planned and unplanned events. Acted as incident commander during major emergency events and coordinated emergency response while maintaining a safe and secure operating environment for the unaffected portions of the operation. Acted as Airport spokesperson, liaising with the media and other public entities during operational irregularities and/or emergencies. Acted for senior management representative during major operational events and/or at regular operational meetings. Acted as government representative for visiting dignitaries and VIP’s.