Peter Mcmasters Email & Phone Number

My previous experience includes managing Service Desk agents and vendors, developing Incident, Request and Change management ITSM processes and managing adherence to SLA’s.During my professional career I have proven experience in analyzing incidents to identify trends and seeking opportunities to improve support metrics. I have also developed strong analytical qualities with a focus on restoring service, minimizing outage times and implementing process changes to increase first call resolution opportunities.I come to you with: ITIL v3 foundations certification in an IT service management environmentDemonstrated experience in implementing process improvements through identifying trends and analyzing KPI’sA strong focus on improving incident response and restoration metricsExperienced in conducting troubleshooting bridges, Major Incident Reviews (MIR’s) and Root Cause Analysis (RCA) sessionsAdditionally, my strong communication skills allow me to work effectively within a team, maintain strong business relationships, and communicate clearly across business groups.

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  Dalhousie Information Technology Services

  Bachelor Of Science - Bs