• Provided subject matter expertise and strategic leadership for the Support Operations (SO) division. Responsible for the process design of incident and problem resolution services. Directed the SO team to ensure support excellence. • Responsible for communications for all stakeholders to ensure best practices for service delivery.• Technical lead and process engineer for the ITSM software replacement (BMC Footprints Service Core). Activities included vendor selection, design and setting project management activities.• System Administrator of Footprints with responsibility for expansion and customization of platform into non-IT areas. Created complex SQL views and stored procedures to enhance system reporting capabilities. Initiated the design of the problem management and customer self-service workspaces in Footprints. Designed real-time dashboards and widgets to display Service Delivery KPI’s.• Designed, wrote and implemented a .NET middleware solution to maintain CI’s in organization’s CMDB. Also created the supporting SQL views necessary to aggregate the data.• Designed, wrote, implemented and enhanced existing Asset Management solution, writing a .NET front end as well as designing new SQL tables for database. The solution leveraged innovative use of hand-held scanners as well as automated warranty retrieval functionality.• Designed and developed a reusable messaging solution to deliver IT downtime information to end-users. • Developed workshops, presentations and training to all end-users including senior leadership to provide analysis and metrics on service process. I was the technical trainer for all IT Staff on Footprints; Avaya Contact Centre as well as various other applications, which I created.• Using Root Cause Analysis methodology I acted as a senior consultant for complex incident/problem resolution for all IT Teams.

Designed, wrote and implemented a .NET machine deployment solution that automated the assetmanagement process. Solution has been in production for three years and has generated significant cost savings.• Acted as System Administrator on several systems including Avaya Contact Centre 7 and Magic Help Desk.• Level Three technical lead for all Support Operations Staff.• Mitigated and solved escalations with urgency and determination.• Created multiple custom applications and scripts to replace manual support processes, improving incident resolution.• Senior technical writer of multiple solutions on various platforms.

• Process designer for support initiatives. Authored hundreds of technical support and process documents for IT staff and Hospital employees.• Responsible for training, hiring and mentoring of Service Desk staff. • Created an innovative real-time reporting solution that greatly reduced SLA breach rates.• Provided services such as technical support, mobile device management, encrypted storage management and processing security and Service Requests.• Second level technical lead.• Incident and Problem Management analyst. • Project lead for the Hospital’s ITIL initiative (in collaboration with Pink Elephant). Responsible for process design documentation, project management, implementation and training.• Developed a flexible staffing solution based to reduce call centre abandonment rates.

• Thrived in a high-volume technical call centre. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues. • Consistently awarded for communicating effectively with both technical and non-technical users. Known for excellent problem-solving skills and patience in dealing with frustrated users. • Authored documentation for the internal support database as well as end user support documentation.• Lotus Notes Support/Administration, Mac/Windows/MS Office client support, clinical application support. Provided onsite training for Windows/Macintosh Applications.