Jonathan Hullah Email & Phone Number

Calgary, Ab, Ca

Calgary, Ab, Ca

Calgary, Alberta, Canada

Managing the IT Service Desk teams.

Calgary, Alberta, Canada

Responsible for merging three separate database groups across both wireless/wireline areas of the business into a single functioning team of highly skilled individuals focusing on the operations and delivery of database environments and architecture.Championed, communicated and ensured alignment for database-related initiatives with multiple business partners within Shaw and Freedom.Accountable for overseeing the sustainability, integrity, availability and security practices for all enterprise-grade database environments.Ensured key ITSM processes such as Change, Incident, Problem and corporate security practices were followed, documented, and enhanced as needed.Team resource management to ensure success in projects, focusing on deliverables that pertain to the quality and timeliness of the team’s contributions.Implemented standard process and best practices for database management and work intake using ServiceNow created dashboards and automated workflows.Managed Oracle and SQL Server licensing management and renewals in collaboration with Strategic Sourcing.Implemented weekly incident reviews with team to identify root cause and future incident mitigation, resulting in 20% reduction of Incidents over a 6-month period.Managed on-call rotation scheduling and project resources and re-prioritization of work as required.Participated in bi-weekly Change Management reviews to provide overviews and discuss concerns.Managed approvals for all database operational work including patching, maintenance, performance tuning, SOX controls verification, etc. Managed departmental CAPEX/OPEX forecasting costs and actual expenditures to align with financial budget restrictions.

Calgary, Alberta, Canada

Managed team responsible for pre-provisioning of Broadsoft-based SmartVoice, Hospitality and HPBX/MPBX legacy products.Team was also accountable for new product introduction, training, process improvement and implementation of non-standard (NSTD), SmartRoom and Advanced Enterprise Solutions (AES).Implemented Microsoft Forms and Power Automate to build feedback form to upstream teams; integrated Microsoft Tasks and Shifts for tracking progress on team projects.Implemented Time in Motion and volume/task reporting for team to properly identify workload, in conjunction with ServiceNow reporting improvements for Field Case object.Helped guide career path progression through frequent coaching and monthly feedback sessions to develop employee skills and behaviors.Provided coaching and mentoring to team of up-to-20 front-line TSRs with varied ability.Handled escalated or sensitive customer situations with empathy and professionalism.Project coordinated new initiatives and products as the business evolved.Identified current process and created improvements to ensure business support was implemented and aligned with national business direction.Acted as lead Supervisor nationally to assist with Shaw’s SmartWiFi / SmartSecurity and Satellite products with regards to building training, process and support.

Calgary, Alberta, Canada

Managed a small 10+ person team responsible for provisioning and activation of Cisco Meraki-based Smart products including SmartWiFi, SmartSecurity and SmartSurveillance.Implemented innovative and unique processes to significantly increase proficiency and accuracy, resulting in a 30% decrease in time required for deployment.Maintained and managed Meraki dashboard platform integrity, including equipment licensing upkeep, verification of organizational administrative access and overseeing API development.Collaborated with various teams (Sales, MSA, TNO, Field Management, Project Coordination, etc.) to identify process gaps and implement efficiency improvements (FastTrack/Out-of-Box).Handled escalated technical and customer experience-related inquiries.

Nanaimo, British Columbia, Canada

Provided coaching and mentoring to team of up-to-20 front-line TSRs with varied ability.Handled escalated or sensitive customer situations with empathy and professionalism.Project coordinated new initiatives and products as the business evolved.Identified current process and created improvements to ensure business support was implemented and aligned with national business direction.Acted as lead Supervisor nationally to assist with Shaw’s SmartWiFi / SmartSecurity and Satellite products with regards to building training, process and support.

Nanaimo, British Columbia, Canada

Lead Analyst assigned to oversee migration of legacy hosting to Hostopia platform.Acted as regular liaison and senior escalation point for issues pertaining to web hosting.Project lead for ShawOpen WiFi access point alarm maintenance and troubleshooting.Designed and implemented workforce tool to assist WiFi support agents with alarm workflow (NAPALM).Built process and documentation to maintain EFM accuracy and ensure correct static IP assignment.

Nanaimo, British Columbia, Canada

Provided on-demand second tier support to front-line technical support agents.Handled live escalated situations and resolved customer issues with empathy and professionalism.Defined and documented technical best practices.Solely developed an application in PHP/MySQL used to track customer callback requests to ensure agent accountability and customer satisfaction.Mentored agents to increase their productivity and technical ability.

Nanaimo, British Columbia, Canada

Resolved customer issues in a clear, courteous and straightforward manner. Residential support for cable and internet customers across Western Canada. Demonstrated professionalism and courtesy with customers always. Identified and solved technical issues with a variety of diagnostic tools. Followed up with clients to ensure optimal customer satisfaction. Provided both procedural and technical guidance to other team members while acting as Help Desk support.

Information Technology And Applied Systems Diploma, Information Technology

Bachelor'S Degree, Computer Science