Provided leadership to a team of eighteen third level engineers, delivering BAU support and projects for managed service customers. Performed the role of Technical Account Manager for multiple customers; acted as Datacom’s technical representative with the customer on operational & strategic matters.Responsibilities included: • Managed daily operations of team including development of engineers, process improvement, reporting, and strategic planning.• Provided… Show more Provided leadership to a team of eighteen third level engineers, delivering BAU support and projects for managed service customers. Performed the role of Technical Account Manager for multiple customers; acted as Datacom’s technical representative with the customer on operational & strategic matters.Responsibilities included: • Managed daily operations of team including development of engineers, process improvement, reporting, and strategic planning.• Provided hands-on 3rd level BAU support & project activity for a range of customers. • Acted as an escalation point for technical and procedural issues for colleagues.• Technical oversight of BAU and project operations, including SLA compliance, problem management, and root cause investigations.• Ran crisis response teams during major events, utilizing staff drawn from multiple teams and skill sets; coordination & communications with customer and key stakeholders.Selected Accomplishments:• Top engagement score results for team members, resulting in improved staff retention & work output/quality. • Successfully changed team culture by shifting focus to the quality of outcomes, thereby improving the results for customers.• Designed and implemented new patch methodology, greatly increasing patch compliance & significantly reducing cost (Labour & SLA penalties). Show less

IT Manager for Transport & Logistics services firm. Led a team of IT professionals, managing predominately WinTel-based infrastructure.Responsibiltiies include:• Project Management• Vendor Management• Management of IT Team members, including mentoring and skills development.• Strategic IT planning and execution• Reporting – operational and financial.• BAU break/fix