Steve Tremblay Email & Phone Number

Milton, ON, CA

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Streamlined and automated support processes, reducing average response time to 20 minutes and average resolution times to 1 hour.
• Developed and maintained relationships with vendors and suppliers to ensure timely and cost-effective procurement of technology solutions and equipment.
• Contributed to the development of IT strategy roadmap and operating model, ensuring alignment with organizational goals and objectives.
• Created and managed budgets for end user computing department,… Show more
• Created and managed budgets for end user computing department, ensuring cost-effective use of resources.
• Maintained awareness of emerging technologies and trends in end user computing, making recommendations for improvements.

Mississauga

• Managed Outsourced Service Desk (Philippines) with 10 direct reports including team Lead, ensuring seamless support for global operations and maintaining high service standards.
• Led the Implementation of Incident, Change and Problem Management Process to enhance IT service delivery efficiency and minimize disruptions to business operations.
• Oversaw End User Computing Team, US and Canada, to provide reliable and secure computing resources, enabling productivity and collaboration… Show more
• Oversaw End User Computing Team, US and Canada, to provide reliable and secure computing resources, enabling productivity and collaboration across geographically dispersed teams.
• Spearheaded and Administered Service Now, streamlining IT service management processes and improving incident resolution times.
• Implemented Intune MDM to enhance mobile device security and management, ensuring data protection and compliance with industry regulations.

• Supervised Helpdesk team consisting of 9 direct reports, ensuring efficient resolution of technical issues and exemplary customer service.
• Successfully managed multiple projects including Windows 7 deployment, Printer fleet replacement, and field computer replacement, ensuring timely completion and minimal disruption to business operations.
• Directed the Implementation of Land Desk, a desktop management tool, streamlining IT operations and improving system efficiency.
• Optimized… Show more
• Optimized helpdesk operations by implementing ITIL best practices, enhancing incident management and service delivery processes.
• Conducted weekly review meetings with the team to identify gaps and implement corrective actions, ensuring continuous improvement in performance and service quality.

Missisauga

• Handled Weekly Ops review meetings with clients to facilitate open communication, gather feedback, and ensure alignment with client expectations and strategic goals.
• Implemented prompt communication protocols during major failures or breakdowns to minimize disruption.
• Managed a team of 150+ helpdesk agents offshore from Budapest and Bangalore, fostering a culture of collaboration, productivity, and professional growth.
• Monitored critical or major incidents, sharing resolutions… Show more
• Monitored critical or major incidents, sharing resolutions with customers to demonstrate transparency and commitment to service excellence.
• Conducted performance reviews with Loblaw to gauge satisfaction levels and identify areas for improvement. Show less

* Provided team with guidance, motivation, and discipline to consistently achieve customer satisfaction.* Trained in and maintained excellent interpersonal and communication skills that complement creative problem solving capabilities.* Researched and followed up on existing disputes and problems, as well as new incidences.* Successfully pacified hostile.

* Communicated with customers, management, and staff.* Worked in fast-paced, high-pressure positions, demonstrating the ability to prioritize multiple tasks, meet deadlines, and provide quality customer service.* Performed hardware and software support and installation as well as software and mechanical upgrades* Executed routine maintenance on all types.

* Taught multiple Modules (From Dos to Macos)* Created /corrected students exam* Prepared daily activities

* Diagnosed application errors and network connectivity problems* Investigated and resolved computer software and hardware problems* Assisted management and other company employees in solving computer related problems* Assisted users with daily operational issues* Assisted users, and provided training for installed systems and programs* Created and.

* Operated computer help desk assisting users with problems and solutions* Maintained data security and ensured the integrity of any information added to the database* Demonstrated ability to analyze, evaluate, and resolve hardware and software conflicts* Installed and upgraded computer and network components

* Troubleshot and resolved desktop, network, and systems issues.* Performed advanced troubleshooting and resolution of desktop, server, and application issues.* Provided extensive customer support with both face-to-face and telephone consultation.* Upgraded and maintained systems through purchasing new computer systems.

Vendor Management

Itil V3

Diploma, Computer Support (Emica)