Jeff Moss Email & Phone Number

Canada

Calgary, AB, CA

• Leading 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.

Calgary, AB, CA

• Leading 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.

Calgary, AB, CA

• Department 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

Calgary, AB, CA

• 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.

• Client 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.