•Accountable for prioritizing Regional Distribution Center Operations work in order to maximize the execution of all daily commitments in the most cost efficient manner while driving the highest customer satisfaction levels•Plan receiving schedules based on customer requirements, planning requirements, equipment requirements and special needs requests •Identify process gaps, recommend and facilitate the introduction of process improvements•Interact with all levels of Management, Operations and Customers politely and effectively to ensure we deliver product and service to the customer as promised•Answer store calls and work directly with store representatives to address any concerns and provide information regarding available inventory

• Lead client account activation and onboarding through data collection, data integrity and information analysis activities of customer assets to support Managed Premise services with an ITSM/ITIL approach• Optimize team development and performance by facilitating training sessions and develop documents that define standards and operating procedures to assist new hires through team onboarding • Collaborate with Service Asset and Configuration Management (SACM) leads to define and control the components of services and infrastructure, create service models to ensure accurate configuration items (CI)• Work with Asset and Change modules within the Remedy ticketing system and respond to system-generated tasks quickly and within defined Service Level Agreements (SLA)

• Partnered with R&D and business leaders to drive security into new and existing applications and solutions• Managed a process improvement project and implemented a business solution that transitioned a manual tracking system to a database which increased productivity and reduced execution time by 75%• Successfully managed and escalated project changes, risks, and issues to Director and Vice President (VP) to ensure projects were implemented on time, on budget and met quality expectations of our customers• Facilitated weekly project meetings, discussed issues that affected scope, schedule and quality in software releases, developed plans to reduce risk exposure, and communicated status to project owner and teams• Analyzed multiple code branches, versioning builds/configurations for fix integrations to ensure quality of release and compliance with security standards to protect brand image and support vital business capabilities

• Demonstrated team leadership and creative process improvement implementations led to team promotion • Established formalized ITIL Configuration Management processes, best practices, and instrumental in elevating user knowledge of ITSM implementation methodologies and constructs• Improved process compliance and increased stakeholder understanding of Configuration Management procedures by emphasising business value of initiative, creating documents for distribution, presenting information to individuals and groups, and providing desk-side assistance in promotion of compliance• Provided guidance, direction and informal mentoring to team members, assigning tasks, providing motivation and coaching, delivering conflict management and team building • Built and maintained strong relationships in support of managing IT infrastructure, processes and operations• Engaged with process owners and functional streams (Incident/Change and Release Management) to ensure process interrelation and cohesion and provide value to enterprise and customers in the form of services

• Ensured Configuration Management Database (CMDB) integrity and compliance with corporate governance and Sarbanes-Oxley Act (SOX) by creating and maintaining accurate IT asset records in the CMDB• Received hardware assets, verified accuracy of goods received against purchase orders and reconciled discrepancies with purchasing personnel quickly to assure delivery and deployment of assets to data centers• Responsible for receipt and asset tagging of IT network hardware destined for testing labs and 9 global data centers • Produced manuals/guides using MS Office applications that incorporated tables, charts and graphics and delivered material to a wide variety of audiences through in-person and web-ex presentations and demosCreated, distributed and filed process documents and reports using Word, Excel and Crystal

• Developed business focused relationships with Manulife clients by gaining a strong understanding of their requirements and business drivers in order to provide superior customer service and care • Fulfilled customer orders from initial stages to delivery by engaging appropriate resources, coordinating work between teams at global locations, mitigating risks and de-escalating clients in distress

• Provided administrative support to IT Director, IT Manager and front-line client support for 200+ staff and delivered professional customer relations to ensure efficient operation of production facility • Responsible for the development and implementation of operation schedules, report generation and distribution, and ensuring staff levels were met to cover business demands and expectations• Responsible for inventory management and stock reconciliation of office supplies, computer consumables and custom forms within budget and keeping costs at an optimal level• Managed inbound/outbound mail, including priority post, packages, courier services, EDI transmissions, and time-sensitive customs correspondence for cross-border shipments• Obtained vendor RFI and RFQs for repair and installation of equipment, and LAN cabling services. Authorized purchase orders and verified invoice accuracy against received goods and services• Joint Health and Safety Committee member for staff and facilities; confirmed accordance with applicable safety regulations, such as local fire codes, accessibility, security, and other applicable laws• Planned, organized and implemented company-wide social events including the children’s Christmas party