Results-driven Senior Operations Manager with professional experience in diversified fast-paced IT Security and Telecommunication positions. A highly motivated, energetic self-starter with a strong focus of building and preserving collaborative customer relationships. Demonstrated expertise in recruiting, team building, and performance management maintaining harmony with the work group. Known to be a leader, methodical, vigilant, and structured capable of directing highly sensitive customer issues with global and cross-functional teamsGovernment Clearance: Top SecretLanguages: Bilingual English and French• Extensive management experience in IT security solution support and problem resolution.• Recruiting, managing, developing and maintaining high performance teams. • Passion for customer service and developing an organization that will exceed customer expectations.• Strong analytical and problem solving skills. Acts decisively and assertively based on thorough evaluation of available information and risks to reduce organizational liability.• Strong focus on customer satisfaction based on a sense of urgency in responding to customer needs.• Proven experience in escalations management overseeing support relationship with customers and partners.• Handling direct communications with customers/partners and providers during incident situations.• Reporting customer issue status updates to senior executives.• Gathering, analyzing and reporting on performance management key performance indicators (KPI).• Conducts constant analysis of business performance and explores process improvements opportunities.Specialties: Technical Support, building win-win customer relationship management, partner management, Service Level Agreement management, identifying process improvements, performance indicator management, staff management and evaluations, developing high performance teams, currently pursuing PMP certification.