James Easterbrook Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Ca

Leadership & Management: Led a diverse team of remote and onsite staff, including Managers, Tier 2 Application Specialists, Tier 3 Systems Analysts, Sr Business Analysts, Project Coordinators, and Training Facilitators.Program Management: Oversaw a major public partnership with AlayaCare to implement an Electronic Medical Records (EMR) application across home health facilities, involving extensive restructuring and budget management.Team Coordination: Directed teams across Rehab, Home Health, and Corporate Support, ensuring cohesive and efficient operations.Vendor Collaboration: Managed relationships with vendors to successfully implement ServiceNow and Salesforce, enhancing organizational capabilities and efficiency.Process Optimization: Spearheaded initiatives to streamline processes and improve service delivery, leveraging ITIL V3 / V4, COBIT, SDLC and Agile methodologies.

Markham, Ca

Single Point of Contact Creation: Established a new Single Point of Contact for IT Support, Store Support, and Client Support for LTC and Retirement Facilities, enhancing service efficiency.Operational Oversight: Managed daily operations in Ottawa and Markham, supervising 4 leaders and 22 indirect reports, including IT Support, Operations, and Sales Staff.Application Development: Designed and developed a Medication Incident Management application and web tool to capture incidents, aiding in trend identification and risk management.Budget and Training Management: Managed a $1 million budget, implementing training initiatives that improved patient safety and strengthened business ROI.High Adoption Rate: Achieved a 94% adoption rate for the new application and processes, significantly improving patient safety.System Implementation: Led the ground-up configuration and implementation of Salesforce CRM and RemedyForce Application, streamlining operations and enhancing customer relationship management.

Toronto, Ontario, Ca

Leadership & Management: Led a centralized IT support structure, managing a team that included Service Desk, Desktop Support, and Telecom technical staff. Responsible for overseeing support across 100+ locations for 7,000+ employees, including Toronto Star and Metroland Media Group. Ensured 24/7 on-call coordination to handle major incidents and maintain smooth media production.Program Management: Created a Single Point of Contact (SPOC) for IT services, consolidating support operations. Implemented Incident & Change Management best practices aligned with ITIL V3 standards, driving operational improvements and cost efficiency. Managed budgets and streamlined processes through consolidation of ITSM tools, reducing costs.Team Coordination: Coordinated technical teams to provide seamless support to diverse stakeholders, from executive leadership to technical staff. Led recruitment, training, and development initiatives to build a high-performing team.Vendor Management: Responsible for ensuring KPI's were met and compliance with C198 & PCI audit standards. Coordinated procurement and contract negotiations for key services and systems.Process Optimization: Led the consolidation of two ITSM ticketing tools, resulting in significant savings and operational efficiency. Developed updated termination procedures, mitigating security risks and ensuring compliance with HR protocols.

Markham, Ontario, Ca

Leadership & Team Management: Led a large operations team of 35 technical support staff, including one Supervisor for three Support Desks servicing internal teams, broker support, and external clients. Ensured the seamless operation of the Service Desk and implemented an efficient support structure.Program & Process Management: Launched and managed the Autograph rewards program by installing telematics devices in clients' vehicles, tracking driving habits, and delivering discounts. Successfully transitioned outsourced support in-house, saving significant costs. Oversaw ITIL V2 best practices, specifically for Incident Management, and refined processes according to COBIT standards.Technical Implementation & Incident Management: Custom configured support technology and ticketing tools for call tracking and incident management. Served as the primary point of contact for major incidents, ensuring 24/7 coordination of the technical staff, resolving outages, and maintaining productivity.Communication & Change Management: Provided critical end-user and corporate communications for planned or emergency outages, maintaining transparency and operational efficiency across all stakeholders.

Armonk, New York, Ny, Us

IT Leadership & Account Management: Managed numerous high-profile client accounts at IBM Global Services, providing tailored IT support services, leveraging Active Directory (AD), and other remote monitoring tools to enhance system efficiency.IT Service Delivery & Remote Monitoring: Spearheaded the use of remote monitoring tools to provide proactive support for multiple accounts, ensuring optimal uptime and system performance across client networks.Incident & Change Management: Developed and implemented ITSM best practices based on ITIL frameworks, specifically for incident management. Coordinated major incident resolution, ensuring business continuity and timely communication to stakeholders.Client Engagement & Technical Support: Delivered end-to-end technical support to clients, identifying system issues and implementing robust solutions to minimize downtime and ensure high-quality service.

Certificate, Collaborative Leadership

Systems Analysis & Design

Certificate, Computer Programming