Chair of an industry-wide operational committee focused on the operational health and modernization objectives of the private network used for the daily exchange, clearing, and settlement of 400 billion CAD. Product Manager of two essential payment routing directories and a critical private network, responsible to maintain healthy stakeholder relationships, to negotiate contracts, to modernize and meet operational targets, to coach and train team members, to identify and deploy value added services, resulting in efficient, safe, and sound products for financial institutions.

Chaired the FIF task force containing representatives from all major Canadian banks, resulting in the modernization of a directory responsible for the efficient routing of payment items in Canada.Managed a project aimed at providing financial institutions with secure and direct access to a payment directory, resulting in obtaining consensus on stakeholder requirements, prioritization of deliverables and agreed upon timelines for testing and go live.Coordinated the Annual Site Failover exercise, resulting in 13 financial institutions confirming their ability, and validating their resiliency in the event of a disaster, to successfully exchange payment items, and connect to prominent payment systems from both their primary and backup data centers.

Provides business expertise to ensure the operational excellence of Canada’s clearing and settlement infrastructure, and interfaces with member institutions to develop, maintain, and improve the business processes (including rules and standards) supporting operation of the national clearing and settlement systems. Also manages, coordinates, and responds to payment system emergency incidents, including follow-up reporting and risk analysis.

The Senior Service Desk Analyst is a senior member of the Information Technology Support & Service team. The role focuses on leading and coordinating Operational activities within the Service Desk to ensure operational readiness on all angles. The role requires a high level of leadership, priority setting and effective interpersonal skills. The incumbent must demonstrate proficiency in all of Service Desk provided services as well as trending and analysis and cyber security.

• Troubleshoot incidents and support internal and external customer base• Incident and Problem management• IT functions such as reporting, trending, and analysis• Provide 1st Level Technical Support• Perform daily operational procedures in support of nationwide client systems• Various health and systems checks• Setting up workstations and installing applications• Resetting user accounts for Active Directory, phone system, etc• Monitoring, in real-time, critical system components

This is a Service Desk position providing technical support to Agriculture Canada employees and scientists. The position is responsible for first level troubleshooting (determination, problem recording / resolution / escalation) by the ways of phone or e-mail communication. The position is also responsible for second level troubleshooting (hardware/warranty related cases) by the ways of onsite local troubleshooting. The ITIL (Information Technology Infrastructure Library) approach is used in this service desk.

Call Center providing technical support to several companies: Health Canada, Public Works Government Services Canada, Bank of America, Everest, Kruger Company and Rollex. The position is responsible for first level troubleshooting (determination, problem recording/resolution/escalation) by the means of phone or e-mail communication. It is also responsible to guide clients in proper direction should they have any non-IT related questions.

Call Center providing bilingual costumer service to clients across North America. This position is responsible to provide support to home users having issues with their HP Computers, home networks and operating systems. Troubleshooting is also done for web applications and it is done without any remote control tools (ie: NetMeeting, PC Anywhere, etc.).

This is a Helpdesk position providing technical support to Natural Resources Canada employees. The position is responsible for installing and troubleshooting software and hardware systems.