• Responsible for a large global team supporting the delivery of End User Services and Meeting Rooms in various types of environments (Oil fields, Platforms, Office buildings, Refineries).• Managing and negotiating contracts with third party vendors.• Engagement Lead supporting 2000+ gas stations across the country including Services Desks and Field Services with exceptionally aggressive Service Levels.• Achieving strong Customer Satisfaction results and promoting CGI as a trusted… Show more • Responsible for a large global team supporting the delivery of End User Services and Meeting Rooms in various types of environments (Oil fields, Platforms, Office buildings, Refineries).• Managing and negotiating contracts with third party vendors.• Engagement Lead supporting 2000+ gas stations across the country including Services Desks and Field Services with exceptionally aggressive Service Levels.• Achieving strong Customer Satisfaction results and promoting CGI as a trusted partner for new technologies and processes.• Making significant improvements to Member Satisfaction and Engagementscores.• Strong focus on performance and member/3rd party safety, was awarded a prestigious Oil & Gas sector Health & Safety trophy for zero incident operations. Show less

• Responsible for the delivery of services by architects, projects teams, vendors, service desks, technicians, and other cross-functional teams – including achieving aggressive Service levels, Contractual obligations,• Safety standards & Audits.• Lead various internal and client governance meetings as well as reporting and presentation preparation.• Hosting CGI site visits and entertaining clients.• Managing the relationship of the client on behalf of CGI as well as acting as… Show more • Responsible for the delivery of services by architects, projects teams, vendors, service desks, technicians, and other cross-functional teams – including achieving aggressive Service levels, Contractual obligations,• Safety standards & Audits.• Lead various internal and client governance meetings as well as reporting and presentation preparation.• Hosting CGI site visits and entertaining clients.• Managing the relationship of the client on behalf of CGI as well as acting as Opportunity Lead.• Assisted in the design and presentation of the RFP solution that eventually won and became a major contract for CGI.• Overall delivery manager for support of approximately 2000 gas retail and wholesale locations across Canada.• Led the operational teams from RFP to Transition into Steady state and onwards.• Drove improvement opportunities and cost reduction activities while promoting CGI’s capabilities towards new projects. Show less

• Dedicated consultant for a major financial client.• Cross-functional role working with the clients, operational teams and incident, problem and change members.• Determining improvement areas which may be process, organizational, tools or application based on KPIs, metrics, and feedback from members or clients. • Determining baselines and KPIs to test and evaluate the effectiveness of improvement changes implemented.• Developing business cases for improvement projects as to… Show more • Dedicated consultant for a major financial client.• Cross-functional role working with the clients, operational teams and incident, problem and change members.• Determining improvement areas which may be process, organizational, tools or application based on KPIs, metrics, and feedback from members or clients. • Determining baselines and KPIs to test and evaluate the effectiveness of improvement changes implemented.• Developing business cases for improvement projects as to reduce costs by investing in a change in process or tool improvement.• Closely working with the ITSM tools team to align business needs to better performance and value of our tools. Show less

• Managing an operational team responsible for the resolution, coordination, and communication of major incidents for various clients.• Hiring, day to day operations.• Promoting team members’ career paths via continuous coaching and accessibility to training as well as ensuring constant exposure to new and varied responsibilities. • Ensuring compliance with various standards and quality requirements for auditing (CSAE 3416, CICA 5025, and ISO 9001). • Major Incident Management… Show more • Managing an operational team responsible for the resolution, coordination, and communication of major incidents for various clients.• Hiring, day to day operations.• Promoting team members’ career paths via continuous coaching and accessibility to training as well as ensuring constant exposure to new and varied responsibilities. • Ensuring compliance with various standards and quality requirements for auditing (CSAE 3416, CICA 5025, and ISO 9001). • Major Incident Management process auditing and refinement with emphasis on ITIL best practices.Highlights• Managed the Release, Ops and Dev teams to help expedite fixes on the Obamacare Federally Facilitated Marketplace (healthcare.gov website). I was brought in mid-Nov to ensure the website was ready for the relaunch on December 1st 2013.• Identifying opportunities to reduce major incidents - 75% of incidents reduced in a 6 month period (2011).• Developed a program to identify and address areas of improvement (technical, customer satisfaction, resolution efficiency, etc.) that would yield measurable results – customer satisfaction surveys reflected the success of this program within weeks (2013).• Performed the hiring, training and transition of an Incident Management Center in Bangalore, India over a 3 month period - the center launched on-time and under budget and has been operating successfully for well over a year (Oct 2011 – Jan 2011).• Worked with members impacted by the transition of their positions to India to ensure that they were moved to posts greater or comparable to what they occupied previously (Oct 2011).• Designed training plans, coaching assessment guides, and scorecards to produce and improve individual member KPIs – improved overall performance within 6 months (2013).• Performed yearly SWOT analysis with the team to align the team’s strategy with the business unit’s objectives.• All internal and external audits were completed without issue – ensured compliance in all categories. Show less

•Provide internal communication and status update to executive management. •Assist team members to provide proper coaching and assistance during lengthy and stale incidents.

•Communicate and co-ordinate incidents impacting critical operational systems. •Identify process gaps and provide criticism during incident review sessions. •Initiate problem cases for re-occurring incidents.

•Manage, facilitate and co-ordinate high priority incidents to resolution.•Determine business impact within 15 minutes of an outage.•Provide expert troubleshooting and problem management to reduce incident length.•Co-ordinate technical bridges (teleconferences) sometimes involving 50+ participants.

•Provide IT assistance to the largest telecom company in Canada's employees, resolved over 10,000 IT problems.•Specialist in Network and Equipment troubleshooting.•Provided technical and soft skill training to new members.

Internship•Develop and maintain tracking databases for new engine retrofits.•Co-ordination between various teams around the world to implement the PWC 307 engine to Dassault’s F7X Falcon jet.