Edward O. Email & Phone Number

Toronto, Canada Area

Manage a team of Service Desk agents, Technical Support Engineers and IT Asset management analysts to support and serve the 15th Asian Olympic Games, handle the responsibility of Incident, Problem, Change, Release, Configuration and SLA management.• Supervise daily operations of the Help Desk and the Technical Support duties and coordinated all activities involved with computer desktop related functions primarily standardization.• Set up IT Service Desk environment (systems… Show more Manage a team of Service Desk agents, Technical Support Engineers and IT Asset management analysts to support and serve the 15th Asian Olympic Games, handle the responsibility of Incident, Problem, Change, Release, Configuration and SLA management.• Supervise daily operations of the Help Desk and the Technical Support duties and coordinated all activities involved with computer desktop related functions primarily standardization.• Set up IT Service Desk environment (systems, resources, process, procedures and training).• Staff and Build Service Desk team (recruitment, roles, responsibilities and knowledge Base).• Run incident and problem investigations, root cause analysis, post resolution meetings, technical and management conference calls.• Arrange weekly, monthly and quarterly Helpdesk Reports and recommend the solutions to enhance the performances, the availability and the productivity.• Create and manage escalation procedures and ensure service levels are maintained.• Document, track and monitor problems to ensure resolution in a timely manner.• Develop, maintain & monitor internal SLA’s, OLA’s, service availability and service continuity.• Launch user feedback survey based on input from Help Desk Institute to gauge customer satisfaction and support Continuous Improvement.• Monitor and follow-up all the IT concerns (Desktop, Database, Networking, Applications, Telecommunications and Security).• Coordinate corporate software license compliance tracking, maintenance and renewals• Design, implemented and managed actionable IT Service Catalogs.• Create and publish process, procedures, policy document, knowledge transfer and metrics in accordance with ITIL best practices, models and methodologies.• Manage and Track the IT Assets (i.e. Software Licenses, Hardware: Desktops, Servers, Audio/Video Systems, Printers, and Plotters). Show less

Design, implement, customize and integrate Service Management and IT Asset Management tools (BMC) at varied clients.• Lead major technical projects and implementations at customer sites.• Create Identity Management roles, policies, procedures and Data Flow documentation.• Design, Implement, customize and train ITSM Peregrine and Remedy Solutions.• Maintain expert level understanding of all customization, integration, configuration and interfaces with related Service… Show more Design, implement, customize and integrate Service Management and IT Asset Management tools (BMC) at varied clients.• Lead major technical projects and implementations at customer sites.• Create Identity Management roles, policies, procedures and Data Flow documentation.• Design, Implement, customize and train ITSM Peregrine and Remedy Solutions.• Maintain expert level understanding of all customization, integration, configuration and interfaces with related Service Management tools.• Conduct training sessions for users and administrators. Show less