Need help optimizing your IT Services internally? I have 12+ years of experience in IT Service Delivery, helping companies like AT&T, ISS and 7eleven boost efficiency and reduce costs.Whether it's slow response times in your Service Desk or unstructured changes to your production environment - I help ensure your processes are ITIL compliant and efficient.

Development and implementation of ITIL processes globally, both internally and externally across multiple products.Helped define the company's documentation standards for ITIL processes.Daily contact with outsourcing partners to ensure compliance with Service Level Agreements.Implemented processes to simplify and optimize incident management between ticket tools, ultimately improving response and resolution times.

Combining 11+ years of experience in Customer Experience, IT Solutions, Project Management and ITIL processes with my never-ending passion for Gaming.Established the Player Support department from scratch, supporting millions of accounts and averaged nearly 5% above industry benchmark on our CSAT. I’ve built the framework, structure, and governance of the support.

Primarily I had the general overview of all IT-Development projects assisting in bridging communication gaps, both client faced and internally with our Project Managers. I ensured that processes are observed and that projects are began and completed smoothly. Furthermore, I assisted in our Marketing department, brainstorming content ideas that work well within our target range for new clients.I took initiative to implement daily stand-up meetings, and improved overall customer satisfaction by using direct feedback to optimize internal processes.Took initiative to create a new task tagging process, that makes troubleshooting and risk management easier for new external projects.

Overseeing the daily operations of three different engagements under the same client. Managing 60 direct reports and an annual budget of more than 1mil. CAD. Successfully grew the account from 6 to 60 full time employees. Mentoring and developing leaders within my projects. Transitions of new projects from Europe and US to Philippines. Developing and negotiating business unit agreements. Driving project presentations for all levels in the business, including directors and VPs.

• Quality ImprovementsDevelopment of QA processes to accurately define performance metrics within the team, resulting in improved CSAP ratings.• LeadershipLeading the team of a new account that exceeded customer expectations and ultimately resulted in business growth for the BU.• Client RelationsArrange bi-weekly calls with the client, working closely together to further optimize an already great quality on the team.• TransitionsAssisted with transition of 3 new projects within the BU.• RecruitingConducted hundreds of technical interviews, to ensure quality staff was hired for new roles. • TargetsEnsuring SLA’s weren’t breached, and that KPI's were adhered to.

Responsible for B2B communication and sales such as booking meetings, email marketing and lead generation.

Assisted customers, doing face to face sales in both HiFi, TVs and Data department to reach the monthly sales targets. Full time sales assistant with responsibilities for 3 part time employees, ensuring the department looked tidy and presentable.