Jaiveer Singh Email and Phone Number

- Providing overall IT partnership to the leadership teams in Canada and Mexico and communicator of any IT news being local, regional or global.- An advisor to the business on how to best leverage tools and systems in the markets, always, taking into consideration cost/benefit equation and recommending the right investments for the size of the market.- I am working to build and maintain strong working relationships with business stakeholders and frequently seeking out “what’s different” in their associated portfolio engaging with local teams and third parties and feeding into wider global IT teams.- Closely working with rest of the Americas IT team to be able to communicate key initiatives across all services and impact in Canada and Mexico.- Partnering with the regional IT Business Partners to align local priorities against the regional and global portfolio, ensuring any issues, risks and action plans are in identified and addressed.

- Business Analyst and Process Improvement Initiator- IT lead for new workshop/warehouse build project team.- Customize and deploy field sales reporting tool enabling sales team to collect insights and make better business decisions.- Design and building business applications to streamline processes and drive efficiency using SharePoint.- Retail Store POS solution lead for ERP and CRM integration process.- Create and manage annual IT CAPEX and OPEX (approx. $0.5M annually)- Lead EDI interface build for 2 DRTV campaigns generating a revenue of approx. $350k

- Design and own POS solution for pop-up events to enable $0.5M in revenue in 2 years.- Lead new call centre call routing and recording tool for call center.- Lead Service Delivery team to achieve 98% SLA (200 users approx.)- Local IT Operational and Capital expense budget owner- Plan and oversee local network upgrades and implementation- Vendor contracts negotiations to meet business goals. (Telephony, mobility, applications, etc.)- Develop and manage SharePoint sites for local projects and process improvements- Lead 2 office space builds and deliver best technology for user space and advanced AV setup for meeting rooms.- Liaise with EDI team to setup order automation for various retailers- Part of a few significant software upgrades/deployment (Office, SFB, UAG, Windows)

- Act as a single point of contact for all phone calls and emails from the users for all IT related incidents from in-house software to hardware and log them in the Service Delivery tool- Troubleshoot basic network issues such as ADSL broadband issues, Wireless, etc.- Perform new hardware and software implementations- Provide necessary IT assistance for the new hire onboarding process- Maintaining an asset database and track changes- Deliver IT Project Support (e.g. desk move, server room equipment installations, office move, etc.)- Ensure all user information is correct and up to date in the IT systems- Provide status updates to the user community and North American IT team when required- Perform Active Directory tasks such as creating user accounts, resetting passwords & creating groups- Supporting remote employees and employees working from home through VPN technology (UAG)

- Screen Applications, interview/Hire Peer Tutors and Peer Note-Takers- Promote Peer Tutoring Facilities in college to increase student awareness- Liaise between various academic departments to promote on-campus job opportunities- File Management and student support services- Organized information workshops for international students- Supervise 100+ Peer Tutors and Peer Note-takers

- Led a team of 15 customer service representatives- Responsible for escalated customer service requests- Preparation of reports for team’s performance- Examined customer experience and found ways to improve it- Provided level 2 support to resolution specialists- Trained 50+ new team members with various tools and their effective usage

Wipro (Verizon) BPO, India- Level-3 customer support and troubleshooting for Verizon ISP- Handled customer escalations and solved their problems- Support for approximately 200 Frontline technicians- Managed knowledgebase and regular updates for field technicians