Responsible for IT Infrastructure services that support the business. Specifically taking ownership of any infrastructure related major incidents, leading the process from incident bridge initiation to root cause analysis to post incident review. Critical day-to-day tasks include reviewing and approving change requests, handling of escalations from business users, coordinating different support teams to resolve complex issues, communicating to key stakeholders and executive leadership, evaluating and improving support and service processes, reporting and monitoring performance and metrics for key infrastructure CIs that support critical applications, and scheduling outages/downtime for preventative maintenance tasks such as hardware replacement, OS patching, firmware upgrades, etc. Helped Best Buy Canada transition to a multi-vendor support model during 2013, building strong relationships with external vendor support teams including level 1 service desk support (IBM), L2/L3 platform support (TCS), network support (Telus) and application level support (Accenture). Also assisted on enterprise-wide ITSM tool implementation in 2013, switching from Remedy to ServiceNow. Was given the responsibility of Configuration Management process owner for Canada, which involved training IT team members and working closely with the Enterprise Architecture team and the US Configuration Management Group to build and maintain a standardized CMDB within the ServiceNow tool, and ensure its accuracy. Currently have one Asset & Configuration Analyst directly reporting to me. Involved in Service Introduction and support documentation for projects that implement any new applications or systems into the production environment.

Responsible for managing both the Burnaby Tier 2 support and the Global Service Desk (Tier 1) teams. Built an excellent team in an open and positive environment, with strong relationships to other Tier 2 support teams at other sites and Tier 3 subject matter expert teams. Critical tasks include Service-Now system management, as well as ITIL-based Incident Management, Problem Management and Change Management. Duties: - IT/WW communications - outage handling- procedural document management- IT metrics reporting - end user hardware purchasing - inventory management (CMDB)- Staff Update (audio/video broadcast) management- new hire orientationAccomplishments: - Global notebook assessment- Annual IT Customer Satisfaction Survey- New laptop model testing and feasibility- Imaging tool evaluation (Microsoft SCCM)- End user equipment policy standardization. - 70% FCR (first contact resolution) rate for Tier 1 support- Adobe Licensing audit

Member of Burnaby Tier 2 support team in a System Administrator role. As the most senior analyst on the team, was often relied upon to handle IT issues for executive level users. Primary functions include troubleshooting and resolving issues escalated from the Tier 1 level: - desk side support - network folder permissions - account management - equipment deployment/replacement/repair - procedural documentation creation/maintenance - co-op and contractor trainingAccomplishments: - initial training of Global Service Desk analysts - Service-Now implementation and user training - Evaluation, implementation and management of end-user hardware imaging tool (Altiris Deployment Solution) - Juniper Meeting implmentation and user training - IM manager administration - Adobe PDF replacement - Disaster Recovery Plan documentation - Project management plug-in implementation - Company acquisition integrations (Adaptec, Wintegra, Rad3)