Major ResponsibilitiesComplete IT infrastructure, audiological equipment, operational/technical improvements, cellular, VoIP, audio/video conferencing, process and procedures, budget, technology road map, inventory, purchasing, projects, incident/request management, preventative maintenance, change management, problem management, service levels and support.Major AccomplishmentsTransition everyone to Office365 Enterprise E3 (including Exchange Server, SharePoint Teams, One Drive), Implement new CRM system (Blueprint), Moved 27 locations to VoIP phone system, Moved to Enterprise solution and centralized cell phone support and billing, implemented centralized system/desk-top management application, implemented new SonicWall firewalls and security at all sites, develop and implement IT policies, implemented new Service Portal for internal support management, standardize and upgrade all Systems to current version operating systems, created first IT road map for company.

Manager, IT & Business AutomationMajor ResponsibilitiesIT infrastructure, building facilities and security, operational/technical improvements, infrastructure support initiatives, solutions for improving service efficiency and effectiveness, ERP123 database management, mapping processes and offering recommendations for improvement, financial reports, budgets, preventative maintenance, maintain an IT technology roadmap along with future vision, maintain accurate hardware and software inventories, data restores/backup, operating systems upgrades, file management, drivers management, IT purchasing.Major AccomplishmentsUpgrade ERP123, develop and implement all IT Governance and Policies., upgrade infrastructure to Small Business Server 2011. Including set up and design for AD, DNS, DHCP, Exchange, VPN, Remote Access, Telnet, Web Access, IIS, Print, SharePoint and File Manager servers. Introduce first corporate intranet and related process and procedures. Upgrade all systems to current versions, maintained a 99.9% up-time.

Major ResponsibilitiesFollow up on unresolved issues, prepare reports and communication for senior management and clients, recommend and initiate operational and technical improvements to improve overall call center productivity, conduct performance reviews for all Tier 1 and 2 Representatives to reduce resolution time and improve customer satisfaction rates, analyze call volume and average call time to monitor Customer Service Representative performance and productivity, develop all process controls and metrics for daily management of the Call Center, TELUS ACD/IVR, ITSM ticketing tool, Identify process inefficiencies through gap analysis, conduct interviews with key business users to collect information on business processes and user requirements, manage a team of 14 direct reports, write job descriptions, identify individual development needs with appropriate training.Major AccomplishmentsCreate the Client Services Team (Tier 2), Implemented new ERP for ACD-IVR along with related process and procedures, wrote all new job descriptions for Tier 1 and 2.

Major ResponsibilitiesTranslate business goals, technical requirements, feature concepts and customer needs into prioritized requirements and project plans. Lead weekly Scrum planning meetings to develop team strategies and define project goals. Supervise and coordinate projects for external and internal auditors and examiner evaluations. Active Directory, internal controls development, security, recommendations to mitigate risks, recommend operational and technical improvements, conduct interviews with key business users to collect information on business processes and user requirements, IT budget, Bell ACD/IVR, monitor all IT projects, workforce resource and capacity planning, manage a team of 8 direct reports, develop metrics, manage Service Desk and PMO.Major AccomplishmentsDevelop and implement all IT Governance and Policies, upgrade all systems to current operating systems, create the Service Desk and Project Management Office (PMO), upgrade everyone from Office 2003 to 2010, Move everyone from Lotus Notes (on Domino Server 5) to Outlook 2010 (Exchange Server), implement first centralized incident/request management application and all the related process and procedures for the IT department, introduce ITIL.

Major ResponsibilitiesDocument business processes, analyze procedures for possible improvements, manage a team of 12 Direct reports, address and resolve customer complaints, internal and external audits, call-center, incident and escalation management, analyze call volumes and average call times to monitor Customer Service Representative performance and productivity, conduct performance reviews for all Service Desk Representatives to reduce resolution time and improve customer satisfaction rates, Resolve all computer hardware and software issues.Major AccomplishmentsSupport the largest clients for accounts worth over $20 million such as Canada Post, Innovaposte, Purolator, and Emera Energy. Manage the Team with the highest volume of inbound and outbound customer calls at CGI. Transition Service Desks for Teknion, Emera, Innovaposte, Purolator and Canada Poste over to CGI. Create and implement the first enterprise wide knowledge system / Database, Create and implement a ERP system to track and report ACD statistics.

Major ResponsibilitiesComplete IT infrastructure/Networking, security, office/IT operations, write course materials such as syllabi, homework assignments and handouts for IT courses offered. IT class instruction/facilitator when instructor was absent, Investigate and resolve customer inquiries and complaints, respond to inquiries and requests from prospective customers, identify individual development needs with appropriate training. Prioritizing of problems, as they occur, and implementing problem-solving solutions, involving hardware, software, procedures, or security. Proxy Microsoft Office User Specialist exams. Resource planning including recruiting, orientation, training, assigning, scheduling, coaching, counseling, delegation and discipline for 6 direct reports. BudgetingMajor AccomplishmentsCreate and Implement first corporate web site, negotiate with Microsoft to become an authorized test centre, Implement Active Directory and Domain services for class room systems.