Lead a team of 24 individuals consisting of local Service Desk analysts, local IT Operations analysts, and Regional Service Desk analysts ensuring technical support availability for all Oxford Properties end users and sites. Regional Service Desk analysts consisted of individuals located in Western Canada (Calgary, Edmonton, Vancouver), Boston, New York, Washington, and the UK (London). Responsible for planning, designing, and analyzing the Oxford Properties Service Desk and IT Operations in conjunction with industry standards best practices (ITIL) ensuring consistent high levels of customer service quality and availability.

Coached and developed a tiered team of 24 analysts and 1 Operations Lead, providing nationwide, 24/7 support for all Petro Canada and 7 Eleven gas bars. Support included POS systems, Hardware, Software, Accounting, and Back Office support. Was a point of escalation and support for technical and process driven incidents on a 24/7 basis. Shared responsibility for the Suncor Corporate account consisting of 40 tiered analysts, and 3 Ops leads. Also, operation under the 24/7/365 umbrella, support consisted of user end support, sever support, and vendor support.

Responsible for leading the 24/7, ITIL based Service Desk, which provided support, maintenance, and troubleshooting of end user systems, remote networks, peripherals, telecommunications as well as various application and access controls. Monitored and maintained Service Desk compliance with established Service Levels taking steps to make the SLA’s(Service Level Agreement) were being meet and/or exceed on a daily basis

Lead the internal Service Desk supporting over 300 users via telephone and email while continually ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) were met by consistently monitoring call flows and creating Service Desk metric reports. Took on the role of a Subject Matter Expert/Project Leader for the Cogeco account, assisting the Client Services Support Manager with the integration of the two Service Desks, Statement of Work (SOW), Training packages, along side other transition items.

Successfully launched and managed a company that provides mobile car detailing services to the GTA using eco-friendly products combined with exceptional service (Spring, Summer, Fall months)Integrating and using my previous management experience, I interviewed and hired car wash agents and adminstrative assistant for various positions within company. I managed effectively each role associated with operating a startup business which included the day to day operations for company, accounting, administration, operations, Human Resources, training, etc. Business highlights:• Successfully deployed marketing campaigns through social media channels and newspaper. Eccosave was featured in the Metro paper June, 2012, Staples Easy Blog 2010, and an appearance on the television show "Green Times" August 8th 2012, Rogers cable• Created Training manuals for Wash Agents and administrative assistant improving wash agent time utilization and administration scheduling• Invited to participate in the award winning show "Dragon's Den" in the spring of 2010 boosting company awareness through online media, and sales from the TV show viewers• Successful managed B2B relationships with large Toronto area companies providing ongoing services for their company employees

Managed a global team comprised of Team Leads, Process Analysts (SMEs) and 25 bilingual Technical Service and Customer Service Agents providing 24/7/365 support coverage in an ITIL environment.

Manager/Supervisor of 12 highly technical proficient CSR’s providing core business hours support for Latin America Genzyme offices. Designed and developed operational reports for internal general client inquiries which resulted in identifying any key trends and gaps within support structure while putting into place corrective actions and mitigations allowing support to run unhindered.

Provided and lead a specialized technical support team for Energizer Field Representatives located in North/South America, Asia, and Europe. Support consisted of over the phone troubleshooting for desktops, laptops, servers, and company specific software. Played a key role in the overall implementation of the Smart Hands Team and the development and deployment of the Smart Hands policies and procedures currently in place. With the addition of the Smart Hands Team to the service desk, 50% of onsite customer support decreased for hardware/software issues

Provided external customer technical support for Toshiba Laptop Division Tier 1 & 2 in a 24/7/365 support rotation. Support ranged from non technical, to Network and System Administrators. After a year of tech support, was promoted to Team Leader position. Monitored and supervised Technical Service Representatives ensuring all service level agreements were meet (rates of incidents resolved on time on a weekly basis FCR over 90%), exceptional over the phone customer support service was given, and constant mentoring of individual team member’s technical skills, interpersonal skills, knowledge, and call effectiveness

With a combined 90% average across all subjects for the collage semester, I was awarded the coveted chance to work for BMW Canada as an interim/co-op employee. I provided Level 1 & 2 Helpdesk Support for internal/external BMW Canada employees while taking on the responsibility of company data backup on all systems (Windows 2000, AS/400, UNIX, Avaya PBX).My Co-op projects consisted of the following: Disaster Recovery procedures and Offsite Storage policies, updated and maintained the Student Training manual for future Co-op trainees, and updated and maintained Technical Procedures for end users.During the second half of my co-op stay, I assisted with client/server applications using Windows Active Directory including additions, changes, removal of users, and security settings I also installed, configured, and maintained in-house desktops, laptops, printers, and servers.