Lead a team of Technical Analysts with a focus on service excellence.

Managed expected service levels of a highly demanding user community encompassing over 2000 end-users across Canada. Oversaw team of 20 IT Professionals responsible for investigating and resolving service issues to the satisfaction of the end user and escalating the issue to senior management when appropriate. Managed salary budget in excess of $800,000.Key Responsibilities:Managed, mentored and coached the team providing customer and technical support to end users in the office and working remotely using email, phone, chat and videoconferencing to resolve issues. Motivated team and optimized productivity and satisfaction through performance coaching, career planning and setting educational objectives.Improved business processes by highlighting deficiencies and recommending changes in tools, training, reporting and employee engagement. Recognized system deficiencies and implement effective solutions.Assessed impact of changes on the user community and recommended proactive measures to mitigate risk. Developed User Communication strategies, processes, standards and overall User Communications Plan.Conducted asset management activities. Managed hardware and software vendors and contracts. Liaison with Vendor Management for procurement and management of invoices. Managed preventative maintenance program.Key Achievements:Transitioned work from TELUS West in Vancouver to my team in Scarborough for a major system, “Call Knowbility”. Oversaw all aspects of project including training and logistics. Successfully completed project on-time and on-budget with no need to increase local headcount.Managed outsourcing project to expand team to Philippines. Coordinated team training, travel logistics and project roll-out. This project produced significant operations cost savings. Identified new roles within organization for all team members thereby avoiding costly restructuring or job loss.

Fulfilled new role with mandate to oversee daily operations, coach team members and provide optimal system availability to an end user community of over 1000 nation-wide. Maintained efficient scheduling to meet staffing requirements.Key Responsibilities:Attended project meetings to ensure Production Operations tasks were accurate and complete. Provided 1st level escalation and supervisory support for all Production Operations Analysts. Liaised with vendors and maintained positive vendor negotiations and relations. Created operations reports and recommended systems improvements.Ensured successful SOX compliance was maintained.Oversaw detailed and accurate transition of all escalated production issues to ensure operational continuity.Identify ways and make recommendations to improve and develop the Production Operations Analyst team.Assisted with on-call support for Production Operations. Ensured smooth workload management of the team.Key Achievements:Developed KPI’s for workload distribution and critical system management & disaster recovery.Created engagement program for knowledge sharing and skill development across both internal and external teams.

Managed communication and task execution of projects from implementation to successful completion. Provided the highest possible level of System and Production Support to the end-user community.Monitored operational status of computer servers, systems and applications as per service level agreements.Responsible for VERITAS NetBackup and national offsite vaulting for approximately 16 locations across Canada.

Responsible for smooth operation of shift, and execution of nightly production batch schedule via ESP. Gained detailed understanding of ESP, MVS/JES2, CICS/DB2 (LINK, CNBS, CTA, JCL, IMPACT, Infopac, Microsoft Word, EXCEL, HP-UX.

Oversaw various production operating systems and associated subsystems and applications during the shift.