Responsibilities:• Onboarding, managing and enhancing relationships with existing business partners. Developed strategies for partnership growth and integration. Oversaw partnership performance and ensuring alignment with business goals. Led a Mobile Device Management (MDM) team, overseeing mobility device deployment, configuration, and device setups.Impact:Proven track record in fostering strong business partnerships and delivering exceptional service. Successfully collaborated with key accounts including VHA Home Healthcare, YMCA of Greater Toronto, Shopify, Give & Go, Revera Living, and Compugen. I have implemented ITIL framework to enhance service delivery, resulting in a 30% increase in customer satisfaction within six months. Demonstrated expertise in managing and motivating teams, optimizing processes, and meeting service-level agreements. Proven ability to analyze business requirements and translate them into effective IT solutions.Awards:• Received Match4 recognition, the highest on job performance award for excellence in service delivery, December 2023.

Responsibilities:• Provided technical support to the staff of the Canadian War Museum, Canadian Museum of History, Group Germain, VHA Home Healthcare & WoW mobile. Provided advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, accessories, network, Active Directory, Citrix, smartphones/tablets, AV systems and enterprise applications/systems.Impact:Provided technical support and service management to a diverse clientele including Canadian War Museum, Canadian Museum of History, Group Germain, VHA Home Healthcare, Shopify, Give & Go, Revera Living, and Compugen. Successfully managed and developed a team of 30 service desk analysts, optimizing service delivery and exceeding SLAs. Demonstrated proficiency in requirement gathering, process design, and quality assurance to enhance operational efficiency by 20%. Excelled in building strong client relationships through effective communication and problem-solving.

Responsibilities & Impact:Provided technical support and troubleshooting for IMTD units and regional office staff, resolving desktop and CIS component issues. Conducted in-depth performance analysis and testing to identify and resolve system bottlenecks. Proactively identified and addressed potential service disruptions. Ensured service quality through robust QA processes. Managed a high-volume support workload, handling over 50 calls daily. Effectively communicated technical information to non-technical stakeholders.

Responsibilities & Impact:Delivered exceptional customer service for Voilà, driving service quality improvements. Successfully implemented strategies to meet and exceed customer expectations. Conducted in-depth analysis of service metrics to identify areas for enhancement. Optimized internal processes and developed comprehensive training programs to elevate service delivery. Managed a team to deliver white-glove service, exceeding customer satisfaction targets.Impact:• Increased interdepartmental service efficiency by 13%

Responsibilities & Impact:Delivered exceptional IT service management, ensuring adherence to SLAs and KPIs. Led incident and problem resolution teams, driving process improvements that increased efficiency by 21%. Successfully managed and developed a high-performing service desk team of 30 agents. Demonstrated expertise in IT operations, project management, and stakeholder management. Spearheaded 16 design projects, resulting in modernized systems and enhanced user experience across web, iOS, Android, and internal platforms.

Responsibilities & Impact:Provided front-line technical support, troubleshooted system issues, and resolved customer inquiries via phone and email. Managed a team of tier 1 agents, delivering exceptional customer service while optimizing service delivery. Implemented process improvements resulting in a 30% reduction in ticket resolution time. Conducted regular product training and quality assurance to maintain service excellence.