Negotiated a creative training agreement that resulted in a $25K savings for my 2nd line manager’s department and provided training for 90 people. This raised employee skills, job satisfaction and produced a template to be used between the Education Department and other teams.Improved client satisfaction by including an “added value” section to monthly operations reports.Responsibilities:-Represent a single point of contact and liaison for our team, client, management, external vendors and escalations. -Track, manage and report on projects against due dates. -Prepare client monthly operations reports and attend review meetings-Manage team schedules for on call, vacation and after hours work. -Coach the team on technical skills, teamwork, and performance. -Review and approve problem and change management submissions using ManageNow (eESM) application.-Responsible to ensure “audit readiness” at all times (security and processes).-Work with Auditors during audits, to ensure timely delivery of documentation and appropriate system access.

Key Accomplishments: Arranged and facilitated a pilot Linux study group for 10 people across Ontario, to upgrade Linux skill levels to user and basic admin. This resulted in a savings of travel expenses and $5K in tuition, increased the number of Sys Admin’s that can handle installs and basic on-call problem determination. Worked with team members, who had English as a 2nd language, to expand their technical English and slang. This helped these member’s integration into the team. Responsibilities:-Support IBM’s internal midrange (AIX, NT, WIN2 and LINUX) Servers (500+). Responsible for steady state and project support, hardware/operating system installs and upgrades, security compliance , rotating on call support.- System backups and restores, DR planning, cross training of peers on usage.-Use eESM (ManageNow) Problem and Change Management to document activities on servers-Install and configure Tivoli Storage Manager client for servers, add/configure the new client to the TSM servers. -2nd level Support for 5,000 TSM end users escalations from level 1 helpdesk. -Project work on ‘proof of concept’ and pilot projects.

Key accomplishments: Created a Canadian Basics 101 course tailored to our service levels, initiated major hardware and OS upgrades projects. This allowed an increase in courses for Canada and worldwide, for increased revenue.Responsibilities: -Train IBM Support Service Rep’s (SSR’s) and Customer Support Rep’s in problem determination and resolution, installation and upgrade of hardware for p series systems. (p series)/AIX platform. Taught basic AIX skills and use of internal tools. -Other duties: Evaluating student needs, updating course material, promoting curriculum locally and worldwide, advising external customers, updating documentation, evaluating performance, language translation issues, cross departmental teamwork, researching new products.

Key Accomplishments: Scotia Bank award for outstanding work on a major network upgrade project cabling problem. I suggested a quick no cost, on site fix that resolved issue. 2 year term on the department Quality team, BFR Team training Midrange SSR. 1994-1997-Problem determination, repair, installation and upgrades for midrange products (i series and p series), printers, and network products. Selling and completing billable services for the i series, such as version upgrades, storage migration and moves.Remote SSR 1991-1994-Managed a remote territory of PC’s, POS retail, banking products, including ABM’s, i series and p series, printers, networks and z series I/O.

April 1989-August 1991Key Accomplishments: Created a team “new hires” training guide, award for department photography, saving the department $4,000 in external fees. -Provide support and assisted customers with PC, banking and POS hardware problem determination, service entitlement, answer questions on procedures, and operating system problems. -Other duties: training new team members on system use and product knowledge, document product information, support job shadowing from other departments.