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 • 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, ensuring cost-effective use of resources.• Maintained awareness of emerging technologies and trends in end user computing, making recommendations for improvements.• Managed Service Now implementation (ITSM, ITBM, HRSD, WSD, Vendor GRC) to help streamline processes.• Led migration from Zoom to Microsoft Teams, enhancing team collaboration and communication efficiency. • Implemented O365 license automation project, resulting in $100K annual savings in recurring license costs. Show less

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 • 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 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.• Managed SCCM deployment (Antivirus, Imaging, Security Patches, Application deployment), ensuring reliable and secure endpoint management to support business operations and mitigate security risks. Show less

• 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 • 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 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.• Acted as Incident Manager and also ensured proper communication of maintenance/planned outages throughout the helpdesk, minimizing user impact and maintaining transparency. Show less

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 • 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 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 callers and negotiated a mutually agreeable solution by providing alternatives to reconcile the customer's needs with the… Show more * 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 callers and negotiated a mutually agreeable solution by providing alternatives to reconcile the customer's needs with the company's objectives.* Trained both new and existing personnel in company's service desk protocol. Show less

* 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 of computer equipment and printers and also purchased and maintained office equipment inventory.

* 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 maintained user logins and passwords* Configured and enhanced network performance

* 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)