Jim Macpherson Email & Phone Number

• Manage a Network Operation Centre supporting customer Networks, Servers, Storage, and Unified Communication environments for global enterprise customers. Directly responsible for the incident, problem, change and release management process with accountability for the technical service delivery teams. Overseeing all services and the customer experience including the internal support mechanisms within the Managed Services team. Established customer relationships procedures, interfacing and collaborate with sales teams, solution architects, integrator's and internal project managers to ensure customer needs are met. Develop and implement quality assurance processes, train staff, and monitor performance and workload.• Extensive experience in the telecommunication industry including the design, implementation and support of data mining solutions and analytics. Legacy system data migration expert. Strong leadership, communication, project management, organizational change, training development and delivery skills. Focused on providing targeted, customized solutions and exceptional client service.• Team lead responsible for Bell Ontario and Quebec Information Access System, providing advice, support, development and a single point of contact for over 1000 clients. Developed business cases for yearly operations and special projects, designed and maintained multiple databases and custom query tools, provided effective internal communications including analysis of new products, user impacts, risks, and detailed specifications. • Part of a specialized group of experienced managers developing and implementing new technologies and processes to restructure Bell Canada during downsizing. Significant projects included service order processes, developing improved inefficiencies and implemented a new work force management system for field technicians. Specialties: • Client and System support• Business Requirements• Process changes• Staff Management

Listed skills include Databases, Requirements Analysis, Management, Analysis, and 9 others.

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  Network Operation And It Manager

  Bell Canada

  Jul 1990 - Nov 2008

  • Staff management and team leader. • Designed and implemented web reporting environment• Project manage life cycle of application and report development.• Legacy system data migration expert.• Training development and implementation.• Process mapping expertise. • SQL adhoc query.