Howard Rosen, Pmp

Howard Rosen, Pmp Email and Phone Number

Technical Support Consultant at InCom Real Estate Web & e-Marketing Solutions @ InCom Real Estate Web & e-Marketing Solutions
toronto, ontario, canada
Howard Rosen, Pmp's Location
Vaughan, Ontario, Canada, Canada
Howard Rosen, Pmp's Contact Details

Howard Rosen, Pmp work email

Howard Rosen, Pmp personal email

n/a
About Howard Rosen, Pmp

Strong Service Levels are paramount to client and business success. With over 15 years of expertise in IT project delivery, service delivery, resource planning and technical support, complemented by hands-on experience in managing the optimization of Help Desk call centre processes, Howard Rosen knows the value of strong service. As a leader in the Unisys family, Howard has demonstrated his remarkable project and people acuity, with a strong understanding of what works at every level of IT. BOTTOM-UP LEADERSHIP STYLE: Howard’s career change into IT found him starting as a Technical Support Agent, assisting in the creation of systems, processes and customer management tactics while managing the transition of previous Service Desk teams. His maturity and natural leadership style lent this newly founded IT Service Desk the strength to increase service levels and grow to be a high contributor in the business. WEALTH OF TRAINING: Stepping up to the plate of improving systems and processes, Howard leverages his training in ITIL v3 processes and as a Six Sigma White Belt; certifications (OCP certification, MCSE certification, ITIL V3F certification); and education, both an Honours Diploma PC Support & Network Administration and Honours Diploma Computer Programming & Systems Analysis. HIGHLIGHTS OF HIS SUCCESS WITH UNISYS INCLUDE: Managing Project Implementation and service enhancement as a key player in NGN PHASE II, GDNS, and One Network projects.Key coach, trainer and mentor to technical staff to improve SLA and increase overall metrics while taking a lead role in building second level support service desk processes from the ground up for call centre, desk side and remote support of 1400+ end users spanning 5 locations.Specialties: Customer Loyalty & RetentionITIL Best Practices6 Sigma Lean MethodologyProject Management & PMI Best PracticesConsulting & Client Relations LAN & WAN ManagementDatabase & Desktop Service ImprovementOn-Site & Remote Diagnosis Network Configuration & Administration Systems Analysis & Administration Hardware & Software Troubleshooting Root Cause Issue Analysis & Resolution Help Desk Software

Howard Rosen, Pmp's Current Company Details
InCom Real Estate Web & e-Marketing Solutions

Incom Real Estate Web & E-Marketing Solutions

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Technical Support Consultant at InCom Real Estate Web & e-Marketing Solutions
toronto, ontario, canada
Website:
incomrealestate.com
Employees:
13
Howard Rosen, Pmp Work Experience Details
  • Incom Real Estate Web & E-Marketing Solutions
    Technical Support Consultant
    Incom Real Estate Web & E-Marketing Solutions Jun 2017 - Present
    Toronto, Canada Area
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  • Thornhill Pc Riding Association
    Vp Technology
    Thornhill Pc Riding Association Jan 2015 - Present
    Thornhill, Ontario
  • Helpdesk Management, Service Delivery, Project / Implementation Management, & Change Management
    It & Is Professional Proficient
    Helpdesk Management, Service Delivery, Project / Implementation Management, & Change Management Sep 2014 - Present
  • Bell
    Project Coordinator
    Bell Apr 2016 - Jun 2016
    CIBC ECCO Project
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  • Canadian Network Installations Ltd.
    Project Coordinator
    Canadian Network Installations Ltd. May 2013 - Sep 2014
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  • Unisys
    Project Coordinator / Service Delivery Manager
    Unisys Jun 2007 - Aug 2012
    PROJECT COORDINATOR & IMPLEMENTATION MANAGER 2007 – PRESENTUnisys Canada  NGN PHASE II: Stepped in to manage survey and implementation phases for the network infrastructure upgrade of 700+ Canada Post Corporation locations to streamline VOIP implementation.  Ensured timely project completion by moving all calls scheduled in the last 2 weeks forward, thereby mitigating future issues by implementing a 2 week buffer. Applauded for instituting processes to ensure on-time 3rd party field technician deployment, building contact centre processes within SRMS systems to effectively manage and monitor field resources.  Capitalized on ITIL knowledge to schedule strategic change procedures for hardware implementation and installation, monitoring 700+ national locations for gaps and roadblocks.  GDNS PROJECT: Parachuted in to transition international and local Canadian Armed Forces locations from Bell to TELUS systems, taking the lead in improving project management.  Improved site survey processes for locations in Canada, the US, and Europe by refining survey documentation quality, curtailing project delays while ensuring effective data management.  Project managed a team of international technicians and maintained individual location completion times by implementing standardized scheduling processes to ensure installation, testing and cutover timelines.  ONE NETWORK: Selected to manage ongoing business with all CIBC national branches and campuses, taking the lead on managing hardware and software transitions, additions and changes by meticulously tracking inventory.  Ensured that SLA expectations were exceeded, completing calls swiftly, addressing customers’ needs and collaborating with sales staff, keeping them informed of customers’ expectations.  Applauded for project managing the staging and shipping of Cisco 6500 series switches and integral server blades as part of a CIBC trade floor launch while navigating tight timelines with zero downtime.
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  • Toronto Hydro
    Service Desk Supervisor
    Toronto Hydro Mar 2005 - Jun 2007
     Improved service desk team management and championed SLAs, tracking staff metrics and authoring senior management reports while fronting team mentorship and training.  Built service desk processes from the ground up for second level support as a key subject matter expert for call centre, desk side and remote support of 1400+ end users spanning 5 locations.  Recognized synergies between business requirements and IT service level and created a knowledge database to track frequently occurring issues and solutions.  Developed service processes and expanded services into Network Administration and service management, Remedy Ticketing system A/R administration and Business Intelligence Systems support.  Supervised a team of 18+ technical support representatives, and led training & staff development by bringing both the structure and enthusiasm needed to motivate top-calibre teams, resulting in exceptional productivity. Reported on SLAs and KPIs, comparing them against performance, also creating a small database to capture key data, improve Toronto Hydro’s satisfaction and thus contributing to the renewal of contracts without RFP.
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  • Unisys
    Technical Support Agent
    Unisys Feb 2000 - Mar 2005
     Brought in as the premier technical agent and requested to assist in developing the systems, processes and customer management tactics while managing the transition of previous Service Desk teams.  Implemented first-of-kind IT Service Desk procedures, working with management to increase efficiencies.
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  • Movado Group, Inc.
    Network Administrator
    Movado Group, Inc. Jun 1996 - Jul 1998
    Handled all IT duties at Movado Group of Canada for Lance Decaire and Associates. Supported all network, servers, desktops, laptops, hardware and software for about 50 users.
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Howard Rosen, Pmp Skills

Itil Troubleshooting Project Management Technical Support Networking Network Administration Switches Vendor Management Service Desk Service Delivery Call Centers Service Management Team Leadership Active Directory Customer Service Servers Help Desk Support System Administration Computer Hardware Incident Management Sla Customer Relations Ms Project Process Improvement Cisco Technologies Six Sigma Wan It Service Management Cisco Call Center Edirectory Inventory Management Ms Access

Howard Rosen, Pmp Education Details

Frequently Asked Questions about Howard Rosen, Pmp

What company does Howard Rosen, Pmp work for?

Howard Rosen, Pmp works for Incom Real Estate Web & E-Marketing Solutions

What is Howard Rosen, Pmp's role at the current company?

Howard Rosen, Pmp's current role is Technical Support Consultant at InCom Real Estate Web & e-Marketing Solutions.

What is Howard Rosen, Pmp's email address?

Howard Rosen, Pmp's email address is hr****@****port.ca

What schools did Howard Rosen, Pmp attend?

Howard Rosen, Pmp attended Des Tech Consulting & Education, The Institute For Computer Studies, The Toronto School Of Business, University Of Toronto At Scarborough, University Of Toronto At Scarborough.

What are some of Howard Rosen, Pmp's interests?

Howard Rosen, Pmp has interest in Children, Economic Empowerment, Politics, Education, Science And Technology.

What skills is Howard Rosen, Pmp known for?

Howard Rosen, Pmp has skills like Itil, Troubleshooting, Project Management, Technical Support, Networking, Network Administration, Switches, Vendor Management, Service Desk, Service Delivery, Call Centers, Service Management.

Who are Howard Rosen, Pmp's colleagues?

Howard Rosen, Pmp's colleagues are Maggie Zhu, Srijan Katuwal, Qa Tester, Lorene Hatelt, Tester In, Rabeldass Nrs, Don Preston.

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