Richard Armstrong Email and Phone Number

• Enhanced monthly reporting to provide more detailed data for business direction• Performed regular reviews; conducted client monthly management meetings, client satisfaction surveys, and post incident reports or investigations; and oversaw client satisfaction improvement initiatives• Reported on service performance in alignment with all service level obligations• Championed and resolved escalations related to service delivery and service assurance issues• Established and enhanced strategic partnerships with internal/external service partners to improve client experience• Drove process improvements and system enhancements by analyzing trends in service performance data and anticipated future consequences• Implemented monthly joint governance management meetings with senior management and executives to review service performance reports, escalations CSAT and made recommendations for service and technologies• Mentored team, ensuring a more focused approach on customer service with regular reviews to ensure that employees were maintaining a customer centric approach• Regularly participated in Bayshore IS CAB review and approval committee• Built and maintained budget for Infrastructure• Managed multiple national projects• Conducted staffing reviews, vacation management and career development for onsite resources

• Worked closely with the sales team bringing in new clients• Ensured that our CSAT for our clients was maintained and in some cases had the highest CSAT of all client facing service providers• Managed development of contracts for new clients ensuring that it met all client requirements• Built and maintained regular communication with customers, including phone calls and meetings, to maintain relations and keep ahead of potential issues• Interacted with multiple departments throughout Compugen to provide a customer focused experience• Provided change management and scope control for my clients • Submitted monthly billings with accuracy and punctuality• Established client report management; including performance stats for on-site, field, and service desk, as well other pertinent reports• Acted as central service escalation point, ensuring that all issues were addressed in a timely manner• Involved in strategic planning, design, and transition phase of all client driven projects with the Project Management Office (PMO)• Worked closely with the PMO office to ensured that projects were on time and on budget as per the established SOW• Provided staffing reviews, and vacation management for onsite resources • Approved hours for staff, ensuring accuracy and alignment with billing practices

• Managed a Service Desk for multiple clients including Canadian Tire Petroleum, PartSource, Moneris, CIBC, and BMO• Created and presented client reports in monthly relationship management meetings• Performed quarterly presentations to the Canadian Tire Petroleum senior management• Raised the employee morale and brought back commitment to team• Implemented employee report card system• Took over and managed multiple teams within the company, improving their performance and structure• Improved parts order process and halved the amount of incorrectly transactions• Key member of the onboarding team for new clients • Wrote and reviewed contracts for new clients• Managing member of joint health and safety• Created improvement plan and documentation for the service desk and parts order process• Developed senior manager report for Director and VP of service

• Managed IT support for user environment of 950 employees• Made asset purchasing decisions for the user base in over 50 offices located throughout Canada and the US• Interacted directly with Softchoice CIO and legal to implement improved security strategy• Created service desk reports to accurately measure performance• Restructured service desk processes to conform to ITIL best practices; associating incidents to problems and backend services• Assisted in integrating three newly acquired companies into Softchoice• Developed a trusting relationship with product providers to improve service• Key member of change management team • Managed all vendors related to the purchase and maintenance of laptops, desktops, and print fleet ensuring projects were on time and on budget• Assessed IT health and safety process throughout the company • Redeveloped user interaction with IT service and support • Involved in Softchoice’s IT Green initiative• Provided IT resources to charitable causes

• Budgeted and managed $3+ Million US profit & loss (P&L) with 20% + margin• In charge of direct and indirect staff• Restructured the GE Energy Help Desk from a single level tiered structure to a more efficient multi-tiered configuration • Implemented ITIL based composition to the L1 GE Energy Help Desk• Created specialized GE Energy focus support group for GE corporate and PS Web• Created employee development plan and promoted employee retention and skill enhancement• Handled and resolved all escalations related to service desk operations• Maintained a low attrition rate of approximately 12%• Ran Change Management meeting• Maintained relationship with contract agencies, and the client• Member of the Health and Safety Council in charge of fire wardens

• Managed deployment teams for Royal Bank Of Canada (RBC) in Vancouver, Calgary, Toronto, Montreal, and Halifax, based on a 3 year plan• Planned, designed, and delivered Intel laptop, desktop, and server infrastructure for RBC head office, branch, and card center environment• Developed hardware roll out procedures for RBC across Canada• Produced technical documentation for RBC client PC roll out• Performed Intel based hardware qualification for RBC environment• Delivered third level Intel based technical support for RBC• Assisted in configuring the largest Citrix server farm in North America with dual site redundancy and active fail over on demand for the Bank of Nova Scotia• Created a Windows XP image for Woodslee Credit Union based in the Windsor area