Successfully managed the IT services and personnel for the Mining & Metallurgy and Power divisions of SNC-Lavalin on a global basis. This consisted of 54 IT professionals in 9 countries providing service delivery, network resources, project management, and budget creation and forecasting to over 7,700 users.• Developed and managed budget of over $48 million CAD• Led a licensing optimization process resulting in a savings of $330 K• Managed resource allocation by conducting… Show more Successfully managed the IT services and personnel for the Mining & Metallurgy and Power divisions of SNC-Lavalin on a global basis. This consisted of 54 IT professionals in 9 countries providing service delivery, network resources, project management, and budget creation and forecasting to over 7,700 users.• Developed and managed budget of over $48 million CAD• Led a licensing optimization process resulting in a savings of $330 K• Managed resource allocation by conducting extensive analysis on divisional overhead expenditures resulting in a cost savings of $660 K annually• Conducted a review of the service delivery model to optimize resources through centralization and consolidation with an annual savings of $800 K• Supported and promoted a level of customer service in line with policies, procedures, ITIL best practices, approved budgets and service delivery targets maintaining a 91% service level offering which was 11% above the corporate target• Approved work being executed that includes a defined level of risk minimizing the level of exposure to the organization • Developed, validated, recorded and enforce local business unit IT policies and procedures optimizing all available resources Show less

Effectively managed a team of nineteen service desk and technical support staff, increasing service levels and developing best practices for clients, both internal and external while maintaining corporate service level agreements and defined key performance indicators; • Managed the Global Information Technology (GIT) team, including monitoring workloads, work prioritization, effectiveness, performance appraisals, hiring, coaching and mentoring minimizing staff turnover• Identified… Show more Effectively managed a team of nineteen service desk and technical support staff, increasing service levels and developing best practices for clients, both internal and external while maintaining corporate service level agreements and defined key performance indicators; • Managed the Global Information Technology (GIT) team, including monitoring workloads, work prioritization, effectiveness, performance appraisals, hiring, coaching and mentoring minimizing staff turnover• Identified opportunities to improve processes and proactively address issues• Enforced IT policies and procedures protecting corporate resources and data• Managed and maintained the local business unit inventory of IT assets making the best use of hardware and software assets according to budget and business unit requirements• Acted as an ombudsman between the IT team and its clients to ensure client requirements were being met• Developed solutions, policies, procedures and best practices as required with regional Director and local business unit management• Developed and maintained working relationships with project teams ensuring timely delivery of services• Actively participated in budget and forecasting exercise• Developed and actively encouraged a partnership with corporate and regional IT teams• Deployed and maintained Cisco and Mitel VOIP telephony services on time and on budget Show less

• Administered daily operations of all back-end office systems and related services including: messaging, telecommunications networks, Internet, database, directory services, data integrity, and system security• Provided second level client support to Service Desk• Established, maintained and developed the corporate communications infrastructure covering both voice and data and its supporting systems• Maintained and developed the corporate security infrastructure protecting the… Show more • Administered daily operations of all back-end office systems and related services including: messaging, telecommunications networks, Internet, database, directory services, data integrity, and system security• Provided second level client support to Service Desk• Established, maintained and developed the corporate communications infrastructure covering both voice and data and its supporting systems• Maintained and developed the corporate security infrastructure protecting the business and information• Established and maintained IS infrastructure, architecture, and strategies can this be qualified?• Established baselines and standards to forecast capacity and plan for IS requirements to support existing and future business requirements• Actively participated, managed and led the Change Management Process• Managed external vendors and suppliers, as well as contracts and service level agreements Show less

Strong project lead / co-lead on nation-wide initiatives affecting the entire user community, including:• Business Continuity Initiative involving live “hot site” and data replication• With technical aptitude and business acumen, projects were completed on time and within scope• Implemented ITIL-based Change Management system• Client operating system conversion from Windows NT to Windows XP on 1500 desktops• Creation of multi-platform, multi-vendor operating system image… Show more Strong project lead / co-lead on nation-wide initiatives affecting the entire user community, including:• Business Continuity Initiative involving live “hot site” and data replication• With technical aptitude and business acumen, projects were completed on time and within scope• Implemented ITIL-based Change Management system• Client operating system conversion from Windows NT to Windows XP on 1500 desktops• Creation of multi-platform, multi-vendor operating system image using SMS and Zenworks• Developed and maintained knowledge database within HEAT tracking software• Implemented BlackBerry Enterprise Server 3.5 and subsequent upgrade to 4.1• Setup of Remote Access capabilities utilizing VPN, RSA security and Citrix Presentation Server• Possess the skill set necessary to ascertain the success of team members as milestones were met• Primarily responsible for the setup of all IT systems for firm expansion to Montreal, New York and Chicago• Provided formal technical training to colleagues and support staff• Provided third and fourth level support to internal Helpdesk staff and remote office Network Managers• Call monitoring/coaching to ensure customer needs were being met and to provide feedback for continued development• Reviewed cases to ensure that progression to resolution and to provide feedback on case wellness such as written skills, timely follow up, detailed action plans, scoping the issue, etc. Show less