Lead a team of 10 that serve the productivity needs of 4,000 customers. Manage service delivery and technical standards for desktop, mobile, telecom, software/patch, video conference & broadcasting, and asset management. Build ITIL & 3BL-aligned service delivery, capital asset management, and demand management policy, practices, and metrics. Manage large capital budgets and vendor partnerships.- Business lead for the replacement of a 2,400 user Telephone and Unified Communications service (including unified messaging, collaboration, call centre, and call recording)- Business lead for moving desktop, telecom, print technologies for 800 employees to new City Hall location, this included implementing modern AV solutions for 30 meeting rooms and a 200-seat Council Chambers, and an innovative queuing system for a customer service. - Tendered and negotiated a managed print and multi-function contract (400+ devices) forecasted to save 18% over 5 years.- Tendered and negotiated a cellular wireless service contract for mobile devices (phones, smartphones, tablets, internet sticks, modems, laptops) and comprehensive service plan features, reducing annual spend by 39%.- Crafted a transformative mobile policy for corporate devices and BYODs.- Technical SME for numerous City projects related to transforming field operations with mobile technologies including LTE connected laptops, tablets, vehicle tracking, and portable printing- Managed the requirements and introduction of an IT purchasing system- Developed analysis tools for evergreen planning and 10-year forecasting of desktop and printer technologies, as well as for telecom cost analysis and roaming bundle forecasting- Designed an app and state management solution for iPads in the libraries children's dept, including VPP- Key resource on the City's Project IRIS program

I led a 10 person, multi-discipline team in implementing and supporting distributed, complex IT services including Windows/Unix infrastructure and application software (appliance, server, middleware, and client), and Telephony. Responsible for hiring and coaching, performance measurement and management, service measurement and management, business analysis, technical leadership in projects, and license management. Managed a $3M software and hardware budget including a Microsoft Enterprise Agreement, and vendor and service-provider relationships.- Developed an enterprise mobile strategy to empower sales force and leadership teams with standard mobility and remote access solutions- Developed a software tracking solution and documented software deployment governance, which improved the quality of spending decisions and configuration changes- As a member of the Change Advisory Board I worked to align the change process with ITIL and MOF practices, to improve both the quality and quantity of implementations- I wrote and contributed to roadmaps and strategies that helped my team build solutions which scaled for the future in terms of reliability, growth, performance and productivity- Oversaw operational transformation with implementations of SCOM and AppV. Designed and documented a framework for delivering software via Group Policy and AppV

My team delivered and supported all end user computing services for 1,800 employees across BC (2,200 desktops, 200 mobile devices). I provided technical and business leadership in the design and implementation of business solutions, as well as tier-3 and on-call support. I coached, mentored, and trained both staff and colleagues. I wrote strategies and roadmaps, policies and procedures, as-built documentation, and managed a $1.5M lifecycle budget.- Developed a repeatable process for rapidly launching new retail locations over a 3 year expansion phase, collaborating with internal, contracted, and 3rd party teams- Ran an RFP for and implemented managed desktop and print services, then developed lifecycle asset management for PCs and printers and transformed the team from on-site service to remote-based service using 3rd party on-site break-fix- Built asset tracking and reporting solutions using Sharepoint, vbScript, ASP, HTAs, and other languages- Introduced smartphone and mobile salesforce laptop fleets- Contributed to change management, business request, and pandemic response processes- Implemented an ITIL aligned service methodology for BMC Magic service management, and delivered training to 100 IT staff- Developed an enterprise computing strategy, then created policy, standards, and procedure documentation to provide aligning direction for future implementations. This included introducing an enterprise-connected Mac standard configuration to the company- Implemented a wipe and donate program for end-of-life equipment to schools and day cares in the communities we serve, as well as used toner cartridge recycling- Implemented a Co-op program providing valuable work opportunities to IT students and additional resources to ITThe mission of my team was to "Help you get to work"

I designed, implemented, and supported (on call) line of business and infrastructure services- Designed and supported (on call) server and database infrastructure for CRM, banking, and investment services, and a 110 employee call centre. Administrated and performance-tuned SQL, AD, Group Policy, Exchange, Backup, SAN/NAS, LAN/WAN, WiFi, router/switch, POS encryption, Firewall, DHCP/DNS, and DFS services.- Led the coordination, rollout, and validation of QoS-configured, PoE switches and VoIP handsets for a company-wide telecom conversion- Acted as the IT representative during two mergers and restructures in 2001 and 2003, as well as for security compliance audits- Took a lead role in resolving significant active directory and networking problems- Conducted a detailed analysis of current state for migration to a new firewall platform- Evaluated and selected a shared fibrechannel SAN solution, then migrated and managed LOB services. Upgraded backbone datacenter servers to GB Ethernet over fibre and cat5e- Developed Exchange 5.5 to 2000 migration plan- Migrated to 100mbps cat5 ethernet standard (from cat3 ethernet and coax arcnet), implemented point-to-point wireless solution, upgraded and load balanced datacenter UPS- Y2k remediation for servers and network appliances- Designed a disaster recovery site and data synchronization processes- Migrated file and print servers from Novell to Windows NT, and networking from IPX/SPX to TCP/IP- Migrated 2,000+ jobs for managing the banking and other services to the Windows NT and SQL platforms. Administered Novell, Windows and SQL servers.- Coordinated the outsourcing of customer statement printing (for 80,000 customers)- Developed and optimized scripts for logon, file transfer, log collection and parsing, inventory, database and data file backups, appliance configuration backups, and firmware upgradesMy mission was to "Empower people and their access to information"

Help Desk (Tier 1) and daytime Data Center Operations support.- Programatically automated the day and overnight as well as internal/external data exchange processes performed by Operations staff- Formalized operational release management- Contributed to the design of an enterprise backup, retention, and archive solution