The Network Operations Centre Team lead is responsible for leading a 24x7x365 front line team to support CDW Managed Services customers around the clock. The team is at the heart of CDW’s operational team and runs a highly regimented, procedurally bound operation to ensure top service, customer communications and incident response.Core Responsibilities:• Hire, train and lead Network Operations Centre team• Manage an ‘always on’ 24x7 operation; scheduling, shift filling, vacation/absence filling• Provide coaching and leadership to team members driving service excellence and high efficiency. Performance manage team. Motivate team and hear their ideas. Continually improve quality of our team• Provide world class service through excellent operational practices, KPIs, standards and communications• Maintain a direct relationship with Managed Services clients to ensure services and expectations are being satisfied• Develop, document and follow operational procedures related to customer service and communications, systems monitoring, ticketing, incident management and partner interaction• Be aware and enforcing the company's information security and compliance requirements. This is including immediately identifying and reporting all breaches in information security to the CSO (Chief Security Officer). and take whatever other actions may be required under the terms of any other company security policies and procedures• Review and analyze client monthly performance reports• Manage team HR administrative tasks such as vacation schedules and approving expenses• Be aware of and abide by all company policies and procedures (e.g. Employee Code of Conduct)• Closely measure and monitor response times and support volumes• Manage escalations out to L2/3 teams• Ensure team competently performs functions such as basic systems troubleshooting, patching, backup management etc. Maximize first call/ticket resolution

Part of the Managed Services NOC team. Working with a variety of technologies including networking, security, virtualization, servers and storage and public cloud.

- Project Lead for client cloud migrations of services/applications from third party and on-premise data centers to Office 365 online. Primary focus on Office 365 Exchange Online, OneDrive for Business, SharePoint Online and Barracuda Cloud-to-Cloud Backup for Office 365 services being responsible in providing solution designs, costings, documentation of systems, architecture, configuration and testing evidence

- Reporting to CFO, this position had company-wide responsibility for all Information Services. With a focus on service excellence, I was responsible for managing partnerships with other departments, business partners, and vendors, in order to maximize the delivery of service management processes, while containing overall costs and managing the department’s resources effectively while interfacing with key customer stakeholders at Finning Canada, Suncor Energy Inc, Municipality of Wood Buffalo, North America Construction Group, Canadian Natural Resources, Petro Canada and Syncrude Canada.- Responsible for overall leadership in the development and execution of strategic plans in support of the organization’s IT Operations and Service Management objectives and key initiatives.- Responsible for being the interface between the IT department and third-party suppliers of assets and services, who are external to the organization. Formulating, documenting and maintaining the organization’s overall IT strategy managing the companies service portfolio consisting of the planned, live and retired services.- Responsible for coordinating interfaces between supplier management and other processes, especially service level management and corporate vendor management and or procurement processes.

- Reporting to the CFO, this position had company-wide responsibility for network operations, database and platform support, deskside, helpdesk, architecture, procurement and IT stewardship.- Producing and maintaining all aspects of IT specification, including the overall designs, architectures, topologies and configurations of the infrastructure, environment, applications and data, and the design documentation of all IT systems.- Responsible for planning and managing support for incident management and change management tools and processes. Manage the testing and validation of the new services and infrastructure based on the business requirements.- Responsible in providing overall resources and management of IT projects. Assuming technical responsibility for IT standards, policy and design for all significant projects or major application areas, assisting with the impact assessment and evaluation of major new IT design options.