Managed the Major Incident Management Centre for 47 external enterprise clients.Achievements•Built and maintained a responsive Incident Management Centre that met or exceeded SLA targets and provided reliable 24/7 service to 47 clients and senior management globally.•Reduced ticket volumes by anticipating and proactively managing change.•Conceived, developed and implemented a Catastrophic Communications Tool to mitigate the effects of a potential internal catastrophic communications failure.

Managed First Level Remote Control Desktop Services for 7 Enterprise clients.Achievements•Transformed CGI’s Central Workstation Services Team from a ticket based call back model to a first level interactive Technical Call Center. This initiative increased First Call Resolution and provided customers with a single call solution.•Provided technical leadership and management on advanced telecommunications and knowledgebase products and solutions.•Managed Wintel Server Support Team and Exchange/Outlook Support Team on daily BAU activities for multiple clients, therefore enabling Teams to meet or exceed client expectations.

Concurrent RoleAssumed management in-progress of the Business & Internet Services Division in order to strengthen, stabilize and secure the environment.Achievements•Managed and directed the complete Internet & Hosting facility for MTS/Allstream. Revenues ($60M)•Acted as the central liaison, on a cross functional basis, providing input and decision making on technical analysis and design deliverables to support the business in all aspects of infrastructure related projects including desktop, server and network, telecommunications, storage, systems management and data centre design and management.•Assumed a trusted dual reporting capacity to VP Network Services and CIO in order to stabilize the Business and Internet Infrastructure and keep both fully informed on project budget, timelines, risks and operational activities.

Managed and directed strategic planning including, desktop (support, imaging & development), server, network and infrastructure design.Achievements•Restructured MTS/Allstream Canada’s National Desktop Services into a client-centric organization (5,000 Clients).•Managed, planned and executed large national-level Enterprise Projects: Network Consolidation (LAN/WAN), Server Move/Consolidation, Asset Management, Video Conferencing Implementation, Infrastructure Standardization and Support, active directory, automated patching and antivirus protection and Printer/Workstation Refresh.•Directed a company-wide infrastructure standardization and evergreening initiative, lowering support costs by 16%. This was accomplished by refreshing and standardizing the printers and workstations, including line of business images for each business unit.•Recommended, designed and was responsible for end to end project level technical solutions for desktop, server and network strategic initiatives.•Produced monthly operational reports for senior management to identify trending with recommendations for corrective action.

•Coordinated and implemented the BESI (Bell Enterprise Systems Infrastructure) Project to refresh hardware and software for Bell Canada Ontario Region (15,000 Clients).•Planned and executed the Desktop Support transition from Bell Stentor (Ottawa) to CGI.•Managed desktop support and new IT business related projects for Bell Canada.

•Positions included, Manager, Information Systems/Project Manager, Project Manager MOST (Modernization of the Sales Team), Technical Sales Representative (Data Solutions), CAD and Plotter support, PC Analyst, Central Offices Technician 1.