Jason Gerrity Email & Phone Number

Milton, On, Ca

Hamilton, Ontario, Canada

Hamilton

Providing direct leadership, guidance, training and support to Desktop Support Analysts and Service Desk teams. Sharing technical expertise, leadership and guidance to maintain and enhance SLA deliverables, daily work requests and projects. Ensuring that system hardware, operating systems, software systems, and all related procedures adhere to organizational values and policies.Leading ServiceNow initiatives including self service portal, automation, asset management, metrics and analysis.

Toronto, Canada Area

Oversaw the Central IT Operations team encompassing 55 professionals to support client focused operations across all campusesDeveloped key relationships within the University to ensure alignment of service strategies with the vision, strategic direction and expectation of the customer; led project responsible for service redesign. Directed the Client Operation teams in the fulfilment of services including helpdesk, desktop support, enterprise services, classroom technologies, communications and training; monitoring activities to ensure best practices and alignment to ITSM methodology. Designed and implemented new IT Service Management (ITSM) platform and service definitions including Incident Management, Service Request, Change Management and a Self-Service Portal; while defining metrics and measures to be used to achieve SLA's and generate operational improvements. Acted as main point of liaison between students, faculty and staff and Central IT to provide seamless service direction. Achieved multi-year savings in annual budget , implemented a new technology platform or desktop and classroom support reducing disruptions and support requests and implementing service optimizations.Introduced new enterprise AV design and service model, desktop/laptop application virtualization and delivery process. Enhancing operational efficiency by reducing application delivery and imaging times, reduced computer login times, achieved customer satisfaction ratings of 85%-93%.

Oakville

• Designed, tendered and implemented academic and administrative computing requirements in excess of $1.5 million for the new Mississauga campus.• Spearheaded transition of multiple departments into a consolidated Technology Success department, which encompassed the Help Desk, multiple field service/end-user departments, IT communications and customer training which increased efficiency and improved customer support.• Administratively responsible for Mobile Computing @ Sheridan, the largest student laptop program in Canada with over 9,000 laptops. Streamlined acquisition, deployment and support.• Managed procurement and sustainability of end-user technologies such as audio-visual, computers, printers, laptops and other technologies across four geographical locations. • Created and managed multi-year departmental budgets and cost centres with budgetary responsibilities in excess of $4.5 million and revenue streams of over $6 million.• Created and maintained relationships with hardware & software vendors, negotiating hardware, software and license acquisitions/renewals.• Researched, analyzed and developed long range support and technology directions supporting strategic and operational initiatives, including liaising with educational institutions, vendors and internal stake holders.• Chaired various teams and committees advocating IT governance and successful adoption of technology.

• Designed and implemented solutions for instructional and end-user computing across the College including hardware and software procurement/tendering and the design of teaching facilities. • Developed tender (RFP) documents for desktop, laptop, printer and audio-visual systems varying in ranges of several hundred thousand to multi-million multi-year contracts, analyzed results, awarded and negotiated contracts with vendors.• Implemented classroom audio-video interface standardization across 250 rooms and multiple campuses, completed within four months and an approximate cost of $640,000; resulting in easier faculty interaction with classroom technologies and reduced support calls and service costs.• Liaised with Deans and administrative areas to fully understand their needs and future directions, identifying how Sheridan can make better use of technology in its academic and administrative areas. • Managed Sheridan's mobile computing initiative including transitioning the student acquisition process, driving out over $10 million dollars of financial risk.• Established systems to manage instructional and end-user computing including laptop and desktop inventory in excess of 8,000 systems.• Led the desktop software development and distribution team responsible for the creation of multiple Operating System environments and the distribution of over 120 applications.• Liaised with other academic institutions regarding service offerings and operational structures, conducted technology show cases and presentations.• Seconded into special assignment of Director, End-User Consolidation & Technology Adoption assessed customer service and support within IT and identified improvements in the areas of Help Desk, Instructional Technology Support Centres, self- help and skills development for new technologies.

IT Operations Manager - End-user computing, mobile computing, applications and academic support

Desktop support specialist with focus on end-user computer, Operating Systems and application delivery

Electronic Engineering Technology Co-Op, Electronic Engineering 3 Year

Electronic Engineering Technology Co-op

Associate Certificate In Project Management, Project Management Certificate

Bsc, Computer Science

In progress