► Incident / Problem / Change Management► Weekly Change Management Review and Approvals► Weekly Action Item Tracking for Customer Experience Improvement► Major Incident Executive / Client Notification and Resolution► Root Cause Analysis and Continuous Service Improvement► Create and maintain Service Level Agreement (SLA) reports for both: ☑ Government of Alberta - Ministry of Health ☑ Government of Alberta - Ministry of Human Services► Responsible for availability management provided by multiple delivery towers within IBM: ☑ Intel ☑ Networking ☑ Database ☑ Middleware (Domino, WebSphere, and Distributed) ☑ Backup & Recovery (BUR) ☑ Storage► Form positive customer relationships and ensure customer satisfaction is maintained► Ensure that each customer gets the same experience from the onset of contact.► Ensuring delivery processes are efficient and cost effective

Industry analytics enabled me to satisfy potential clients and subsequent envelope engineer’s strict requirements. This helped me understand how I could utilize employees and resources for maximum potential.Core Responsibilities► Project Manager (2005 - 2011) ☑ Organized and collaborated with work site contactors ☑ Distributed resources, (material and labor) where needed ☑ Dealt with envelope engineers to satisfy blueprint compliance ☑ Managed teams of up to 12 employees ► Estimator (2006 - 2011) ☑ Meetings coordinator with clients and engineers ☑ Budge estimates to potential clients► Project Coordinator (2004 - 2011) ☑ Contracts coordinator ☑ Jobs and function coordinator that installers visited each day ☑ Adapted to clients specifics daily request to decide what contracts required attention on any given day► Installer (2001 - 2011) ☑ Installed metal and processes

Managed a small crew of labourers . Travelling to various locations and applying the Thermoplastic product to the roadway was part of his daily duties. When time permitted, Scott would fabricate the Thermoplastic product that would later be melted and applied to the road surface.