Jeff Moss Email and Phone Number
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Experienced IT Director with 20 years of implementing improvement strategies for IT Operations, Cloud Infrastructure, Cybersecurity, Telecom, and End User Support. ITIL and COBIT advocate driving measurable improvements to downtimes, cost, and business impact. Developed a wide range of high-performing IT teams, cultivating a culture of technical innovation, project delivery and white-glove support. Strategic planner aligning technology roadmaps with business objectives, driving optimal performance, operational efficiency, and quantifiable ROI.People• Customer Focused• Organizational Design• Organizational Culture• Situational Leadership• Resource Management• Professional DevelopmentProcess• Results Oriented• Strategy & Roadmap• Service Delivery• Financial Accountability• Vendor Relations• Project ManagementTechnology• Adaptive Problem Solver• End Point Technology• Enterprise Architecture• Cloud Infrastructure• Site Reliability• Cybersecurity
Smart Technologies
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Director, Technology SystemsSmart Technologies Sep 2023 - PresentCalgary, Ab, CaLeading IT Operations, Cloud Infrastructure, Cybersecurity, Application Development, and Support teamsthrough a significant IT Systems evolution and transformative change.• Successfully led a 6-month accelerated migration of 135 on-prem servers and other infrastructure to Azure Cloud.• Advanced operational efficiency by containerizing infrastructure using Kubernetes/OpenShift andTerraform.• Simplified technology and reduced costs by transitioning old systems to SaaS.• Matured security posture by onboarding a global managed security service provider, underscoring acommitment to security and resilience.• Enhanced cybersecurity framework by adopting a zero-trust architecture with Zscaler.• Modernized network infrastructure by implementing Cisco Meraki next-gen solutions.• Established new strategic partnerships with key vendors, optimizing resource utilization and enhancingoperational efficiency.• Revamped organizational structure to better align application development velocity and productivity.• Demonstrated proactive leadership with building move and network planning for the new head office,ensuring business continuity for the Product Development teams during construction phases.
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Director, Information Technology And SupportH&R Block Canada 2016 - 2023Calgary, Ab, CaLeading IT Operations, Cloud Infrastructure, SRE, Cybersecurity, Telecom, and Support with a team of 4 direct reports, 52 full-time and 26 seasonal associates for H&R Block Canada. • Accountable for $12 million of a $22 million departmental budget.• Overseeing multi-year IT roadmaps for 1000 Company and Franchise office locations throughout Canada.• Led Azure SRE and DevOps cloud modernization, resulting in a 90% reduction in systems downtime.• Strengthened security through endpoint vulnerability management, reducing risk register ratings by 30%.• Successfully manage large-scale national projects, meeting key objectives and budgets.• Implemented FinOps practices, achieving 10% infrastructure cost savings yearly.• Deployed proactive monitoring and Event Management resulting in a 10% decrease in end-user outages. • Implemented a continuous improvement program, reducing support tickets by 25% through automation and self-serve options.• Champion ITSM and drive ITIL Service Operation process management through ServiceNow.• Lead Major Incident and Change Management, improving stakeholder communication and SLA compliance.• Successfully transitioned regional support to a national centralized model, achieving a 30% cost reduction.• Strategically directing support for 1.5M external customers via third-party Call Centre partnerships.• Increased customer NPS satisfaction for Support by 20% through feedback collection and incident analysis.• Develop custom stakeholder-centric Power BI performance dashboards and reports. -
Manager, It Service DeliveryH&R Block Canada 2014 - 2016Calgary, Ab, CaDepartment manager strategically leading all corporate and retail hardware and software, retail technology, and ITSM support processes.• Restructured and outsourced Telecom account, IMAC, and expense management, resulting in a 25% operational cost reduction and overall Telecom savings of $1M over two years. • Reorganized internal support teams to a unified model, increasing first-contact resolution by 20% and promoting higher end-user satisfaction. • Developed operational policies, procedures, standards, and guidelines for Tax Season Readiness.• Oversaw the Customer Call Centre restructuring, improving call quality and ROI through outsourcing. • Cross-functional management of the PMO and BA Teams
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Manager, Information Technology & SupportPrecision Drilling 2012 - 2014Calgary, Ab, CaDepartment lead, managing the Service Desk, Deskside Support, Technical R&D and IT Procurement.• Department lead, managing the Service Desk, Deskside Support, Technical R&D and IT Procurement.• Led overall strategic direction and operation of end-user support. • Established strong partnerships as a trusted "Business Relationship Manager" across Business Operations, Field Services, Corporate Services, and Executive Leadership.• Developed and communicated performance metrics through various Morning Reports, Executive dashboards, and daily KPI Reports.• Transformed services from reactive to proactive by creating a "Maturity Road Map" and implementing ITSM/ITIL processes. -
Manager, Client ServicesMetafore Technologies Inc. 1999 - 2012Client Services Manager, providing strategic consulting and service management for some of Canada's most well-known organizations. • Oversaw multi-client Support Desk and Technical solutions, ensuring timely resolution of end-user issues and recommended solutions to incident trends. • Implemented ITSM processes, enhancing service delivery to meet contractual client SLAs.• Collaborated with cross-functional teams to streamline operations, improve the customer experience, and implement continuous improvement initiatives.• Managed IT projects, delivering solutions to meet customer requirements and expectations.• Conducted comprehensive IT assessments, identifying gaps, and recommending tailored solutions to align technology with customer business goals.
Jeff Moss Skills
Jeff Moss Education Details
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Professional Development
Frequently Asked Questions about Jeff Moss
What company does Jeff Moss work for?
Jeff Moss works for Smart Technologies
What is Jeff Moss's role at the current company?
Jeff Moss's current role is Experienced IT Director empowering teams, overcoming challenges, and leading innovative projects for some of Canada’s most well-known organizations..
What is Jeff Moss's email address?
Jeff Moss's email address is jm****@****fore.ca
What is Jeff Moss's direct phone number?
Jeff Moss's direct phone number is +141635*****
What schools did Jeff Moss attend?
Jeff Moss attended Professional Development.
What skills is Jeff Moss known for?
Jeff Moss has skills like Service Delivery, It Service Management, Program Management, Itil, Management, Vmware, Business Analysis, Project Management, Team Leadership, Infrastructure, Crm, Pre Sales.
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