Gary Adair Email & Phone Number

Calgary, AB, CA

Calgary, Alberta, Canada

• Lead a team of 17 Technical Support Analysts including two Supervisors
• Support the level one. level two, asset managers, and ITSM support teams
• Negotiated contracts, ensured financials were in order and vendor payments made
• Dealt with escalations from across the company including C-level users
• Recently implemented ServiceNow ITSM
• Set SLAs and OLAs for front line support and level two support

Calgary, Alberta, Canada

Calgary, Canada Area

• Lead a team of multi-disciplinary technology staff including application support and help desk team members
• In collaboration with senior leadership, structure support services operations to optimize and enhance technology support and foster a service culture
• Oversee a high-volume technology ticket system, ensuring timely and service-oriented response targets are met
• Performance manage and mentor team members to ensure excellent customer experience and adherence to established best practices
• Develop relationships with regional technology managers to foster collaboration, continual service and business process improvement
• Prioritize work efforts and initiatives for the National office help desk and application support team

Calgary, Canada Area

• Oversee daily operations ensuring efficient and accurate execution of all administrative and support processes
• Manage the posting, hiring, scheduling, training, and mentoring of assigned employees
• Provide ongoing feedback supporting the development and performance of all members of the IT Support Centre team
• Produce call centre, service fulfillment and incident management data, analyzing and manipulating data to support reporting, planning or issue resolution
• Work with Customer Experience Manager and other Team Leads to develop business processes that emphasize efficiency and customer experience
• Facilitate meetings with internal and external clients presenting data or ideas to facilitate decision making on complex issues

As part of an IT reorganization, was moved into a project management role focusing on End User Computing Projects-Translate business requirements into infrastructure solution architecture that conforms to enterprise architectural standards and roadmaps-Reworked the Penn West mobility strategy to a more encompassing unified communication strategy including.

Calgary, Canada Area

Managed a team of up to 10 IT professionals responsible for deployment and support of all end user devices including desktops, laptops, tablets, printers and Blackberrys-Escalation manager for all Tier 1 Incidents-Spent extensive time traveling to field offices to build relationships with key players and to help bridge the corporate / field.

Calgary, Canada Area

6 month contract acting as a liaison between a newly outsourced partner and the company for all IT production changes.-Held weekly CAB and TCAB meetings to review all requests for change and approve or send back for more information.-Acted as the company representative to approve any emergency change requests.-Helped develop the Change management process.

Calgary, Canada Area

2010 - 2011: DIGITAL OPERATIONS & SERVICE DELIVERY MANAGERManaged the Digital Marketing team responsible for WestJet's web presence (WestJet.com / Westjetvacations.com) including recruitment, training, performance management, and career development-Negotiated Service Level Agreements (SLA's) to better clarify service expectations amongst senior leadership.

Jan 2006 – May 2007: Customer Service Manager - Install and Repair Manage a team of 18 Install and repair techs doing POTS, ADSL, and TELUS TV installs-Conduct regular 1 on 1s, provide coaching and feedback and regularly scheduled reviews-Follow up with customers to ensure satisfaction with techs work-Prime for recruiting/interviewing/hiring 80 new I&R.

Computer System Technology

Paramedic Certification, Emergency Medical Support

Select Course Work, Business