Patrick Grace Email & Phone Number

Montreal, Canada Area

Responsible for system availability for Distributed environments Financial Management of account costs - includes staff, hardware & 3rd party servicesEstablish & administer service level agreements

Montreal, Canada Area

Montreal, Canada Area

IBM Global Business ServicesResponsible for system availability for Mainframe &Distributed environments Financial Management of account costs - includes staff, hardware & 3rd party servicesEstablish & administer service level agreements

Montreal, Canada Area

Responsible for system availability of all Telephony operational environments for 23,000 Customers world wideEstablish & implement governance Ensure contract is executed as agreedProvide process & procedure guidance for Customer, 3rd party suppliers and internal support organizationProvide mediation support between Customer & 3rd party Service.

Ensure system availability of all large scale IT environments Integratre newly outsorced IBM staff Create, implement & continuously improve processesGuide Service Delivery Teams to attain cotracted SLA levelsProvide documentation and analysis of monthly SLA targetsCollaborate with Customer IT counterparts to set account direction Work with Customer to.

As part of the Change Management team my responsibilities and deliverables were as follows:Lead a team of 5 people based in Montreal & Winnipeg, to develop, create and implement a streamlined company wide Change Management process, with its main goals to reduce the number of failed changes and overall minutes of outage resulting from failed changeProvide.

Single point of contact and responsible for delivery of service of the Dorval Computer and Network Operations group, Scheduling, Problem and Change Management and the Application Implementation groups, that service the Operations side of the Air Canada account. This is from a day to day support and project standpoint. The groups combined, amount to.

Manage 45 staff in the Operation and monitoring of the company’s computer Mainframe, Midrange (NT/UNIX), LAN, WAN and Voice environments Ensure performance appraisal, training and career development is done for all staff Owner of service interruptions for all platforms and applicationsPhysical security of the Operations site, and ensuring IBM security.

Owning and driving major incidents to resolution with various service delivery units. Daily interface with Senior Management on past or ongoing Major Incidents. Creating Major Incident Reports for Senior Management, both for internal and customer consumption.Planning and staffing of war room environment for large-scale projects and change activities.Root.