Ryan Ortiz Email and Phone Number
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As director of IT Customer Services at McGill University, I am responsible for managing a unit of 100 staff that provides consolidated service desk support, end-user training & communications, and desktop system administration to all faculty, students, staff, and alumni. I am also the IT Service Management (ITSM) process owner for eight ITIL-based processes, including: incident, change, problem, service catalogue, service request, service asset & configuration management, service level management, and continual service improvement. This includes the management of a team of four full-time process managers, and chairmanship of the ITSM governance committees. I have 20 years of experience in the area of IT client services and IT service operations and strive to deliver continually improving value to our customers and internal stakeholders.I am known for being strong advocate for organizational change and for garnering support from colleagues, staff, and stakeholders.
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Director It Customer ServicesMcgill UniversityMontreal, Qc, Ca -
Director It Customer ServicesMcgill University 2009 - PresentMontreal, Qc, Ca-Reporting to the Chief Information Officer, overall direction of the IT Customer Services unit, providing support to the entire McGill user community (6,000 faculty / staff, 40,000 students, and alumni)-100+ staff (30% unionized), operating budget of $4M-Tier 1 and 2 technical support and request fulfilment (35 service desk staff)-System administration and support of 7,000 computer workstations (40 desktop support technicians)-Training services for staff and faculty on all centrally managed IT services (6 educational technologists)-Communications and knowledge management for all IT services (4 technical writers)-Process owner for the incident, problem, change, service catalogue, service asset & configuration management, service level management, and continual service improvement processes based on ITIL v3 / 2011 (4 process managers)-Chair of the ITSM Executive Committee which provides guidance and oversight for all IT Service Management initiatives / processes in McGill IT Services-Member of the Teaching and Learning Spaces Workgroup, a committee in charge of allocating $3M per year for classroom renovations-Member of the Emergency Operation Center, an on-call group of senior managers / executives that coordinates response and recovery activities for campus-wide emergencies and disasters
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Director Service DeskEmergis 2004 - 2009Ca-Reporting to the VP of Customer Care, overall direction of two client-facing Service Desks, consisting of 6 teams, 75 agents, supporting over 30 distinct client-facing IT services, 60k client contacts per month.-Contribute to RFP responses and proposals (including new service support cost estimates).-Budget forecasting and cost allocation.-Corporate owner of the Incident Management process based on ITIL v2.-Manage delivery of contractual commitments to customers (phone/email service levels, recovery rates, first level resolution, etc). -
Training And Technology ManagerEmergis 1998 - 2004Ca-Delivery, coordination and maintenance of the training and technology needs of the Emergis Service Desks (100 agents located in Québec and Ontario).-Performance evaluation, career development, coaching and mentoring for the Technology and Training Teams.
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Telephony CoordinatorBce Emergis 1997 - 1998-Maintenance and administration of the Help Desk PBX, ACD, and voice mail systems.-Development and testing of new phone menu services for enhanced customer routing.-Projects aimed at upgrading the Help Desk telephony facilities
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Technical Support AgentTotalnet 1996 - 1997-Internet customer support.-Developed the customer service quality assurance program to improve service quality and increase agent recognition.
Ryan Ortiz Skills
Ryan Ortiz Education Details
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Mcgill UniversityIndustrial Relations -
Vanier CollegeGeneral Studies And Humanities
Frequently Asked Questions about Ryan Ortiz
What company does Ryan Ortiz work for?
Ryan Ortiz works for Mcgill University
What is Ryan Ortiz's role at the current company?
Ryan Ortiz's current role is Director IT Customer Services.
What is Ryan Ortiz's email address?
Ryan Ortiz's email address is ry****@****gis.com
What is Ryan Ortiz's direct phone number?
Ryan Ortiz's direct phone number is +151451*****
What schools did Ryan Ortiz attend?
Ryan Ortiz attended Mcgill University, Vanier College.
What are some of Ryan Ortiz's interests?
Ryan Ortiz has interest in Long Distance Running.
What skills is Ryan Ortiz known for?
Ryan Ortiz has skills like Itil, Change Management, It Service Management, Project Management, Management, Leadership, Information Technology, Team Leadership, Incident Management, Business Analysis, Service Desk, Strategic Planning.
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