•Managed company's network and VoIP (Voice over IP)•scheduled all Preventative Maintenance (PM) and Emergency service calls for technicians and sub-contractors•Managed the process of work orders/sales orders in Business Vision•Provided quotations on parts and service requests and managed all warranty administration •Supported technicians with any technical queries

HP is a leading global provider of products, technologies, solutions and services to consumers and business. The company’s offerings span IT infrastructure, personal computing and access devices, global services, and imaging and printing. Within the last decade, HP merged with Compaq, whom had already purchased Digital Equipment Corporation. Reporting to the Central Canada District Manager, managed business processes for the Hardware Services & Consulting group. Selected Accomplishments:•Envisioned and designed business processes that were aligned with organizational objectives•Improved business processes for: service delivery metrics, 3rd party vendor metrics, sales to service communication plans•Performed detailed gap analysis of internal sales, services, contracts and billing interaction issues; identified opportunities which resulted in the initiation of formal corrective action and/or preventive action procedures•Analyzed, processed and implemented internal communications alternatives•Managed full spectrum of business process-related projects, including: scope, risk, schedule, budget, quality and communication •Championed the development and renewal of standards, principles and policies for all business requirement definition•Fiscally responsible for identifying ways to reduce operating costs

Reporting to the Operations Manager, managed a team of Field Service Engineers who were responsible for translating customer needs into implementable solutions. Selected Accomplishments:•Successfully partnered with District Managers to support onsite service districts for Central Canada and served as primary escalation point for all critical issues•Directed the delivery of high quality services to the client and remained accountable to all levels of management with respect to all service-related issues; provided regular status reports on department and customer related items •Served as the liaison between various functional teams including: Sales, Contracts, Billing (Finance), Logistics and HelpDesk (Call Centre)•Consistently achieved operational goals and targets through effective management of the team by: defining and prioritizing their responsibilities, schedules and work•Coached and mentored Field Service Engineers to grow their skills and knowledge to achieve business goals•Led the team towards delivering exceptional customer experiences and customer issue resolution, meeting and exceeding service level expectations•Created a webpage to aid the Field Technicians in their daily duties, which was implemented for use across all of North America and Latin America•As SME (Subject Matter Expert) for WFM Call Handling System, delivered training sessions to all Field Service Engineers on this system•Undertook an overtime expense analysis and implemented a shift schedule that significantly lowered these expenses•Managed all client and 3rd party Service Level Agreements

Working as the assigned service representative for various organizations within the GTA, was promoted through 3 levels of Engineers at Compaq. Selected Accomplishments:•Consistently achieved targets for repair completion and fostered positive working relationships with customers and system users•Responsible for repairing and installing: Enterprise Virtual Arrays (EVA), enterprise tape libraries and smaller back-up solutions, blade servers, Intel and Alpha servers, desktops, laptops, printers, terminals, POS Systems•Investigated and approved the operational quality of system equipment, and delivered training/instruction to customers with respect to system operation and maintenance

Operated my own business, supporting IT functionality for various small businesses with: •On-site installations•Diagnosis and resolution of various hardware and software issues•Building of custom computers

Working on a contract with Digital Equipment, was responsible for a dual role in: repairing computer hardware and peripherals; offering in-store sales of computers, printers and monitors, and responding to RFPs (Request for Proposals)

Retail store specializing in the service and sales of computers, peripherals and accessoriesWithin six months, was promoted from a Sales Associate to Manager. Accountable for sales performance, growth, achievement of revenue targets, customer satisfaction, merchandising standards, and management of sales staff.