Susan Stocker Email & Phone Number

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

Ottawa, Ontario, Canada

Developed and implemented Change and Incident Management processes in a UCaaS environment. Provided change and incident management reporting.

London, Ontario, Canada

Provided Tier 1 support to heavy equipment dealers across North America using the IntelliDealer dealership management system, a SaaS or locally hosted application that supports financial management, business analysis, sales and customer management, and vendor communications.

Mississauga, Ontario, Canada

Provided IT service desk support for the Suncor Energy account. Analyzed service order information from Suncor’s CRM (SAP) database to identify deficiencies/bottlenecks to improve the overall quality of the customer support model. Made recommendations to improve data extraction, reporting processes and process documentation. Trained data analysts in using the BEx SAP tool. Assigned daily workload to team of 14 Analysts, produced daily metrics.

Waterloo, Ontario, Canada

In an operations environment that required high availability, provided identification and resolution of incidents and problems that adversely impacted BlackBerry service throughout the global infrastructure, including critical systems and equipment, applications and services. Brought together multi-site teams of technical and managerial personnel and facilitated collaborative problem-solving and resolution, applying conflict management skills as required. Ensured the impact and root cause of… Show more In an operations environment that required high availability, provided identification and resolution of incidents and problems that adversely impacted BlackBerry service throughout the global infrastructure, including critical systems and equipment, applications and services. Brought together multi-site teams of technical and managerial personnel and facilitated collaborative problem-solving and resolution, applying conflict management skills as required. Ensured the impact and root cause of incidents and problems were fully understood, and that appropriate immediate and longer term actions were taken in a timely fashion to resolve and prevent recurrences. Show less

Ottawa, Ontario, Canada

Led and oversaw the root cause analysis process across the global IT organization. In a high availability environment, organized and drove root cause analysis meetings involving technical and managerial personnel globally to investigate and identify the true root cause of high severity events on business-critical networks and servers. Identified and tracked corrective actions and preventative measures to eliminate problems; ensured that follow-up occurred within agreed SLAs in order to deliver… Show more Led and oversaw the root cause analysis process across the global IT organization. In a high availability environment, organized and drove root cause analysis meetings involving technical and managerial personnel globally to investigate and identify the true root cause of high severity events on business-critical networks and servers. Identified and tracked corrective actions and preventative measures to eliminate problems; ensured that follow-up occurred within agreed SLAs in order to deliver higher availability in the production environment Show less

Ottawa, Ontario, Canada

Provided leadership and oversight to the root cause analysis process within the CSC IT organization assigned to the Nortel Networks Account.

Ottawa, Ontario, Canada

Led key material and inventory management functions during a period of continuous downsizing. Coordinated Asset Recovery Program for Nortel Networks Ottawa campuses to recover computing/telephony equipment. Managed 8 sub-contractors and coordinated IT Service Delivery team. Reduced Remedy ticket backlog from 2,500 to less than 50 tickets. Recovered 1,000+ computing assets. Coordinated Printer Consolidation Program for Nortel Networks Ottawa campuses. Led the material/inventory management aspect… Show more Led key material and inventory management functions during a period of continuous downsizing. Coordinated Asset Recovery Program for Nortel Networks Ottawa campuses to recover computing/telephony equipment. Managed 8 sub-contractors and coordinated IT Service Delivery team. Reduced Remedy ticket backlog from 2,500 to less than 50 tickets. Recovered 1,000+ computing assets. Coordinated Printer Consolidation Program for Nortel Networks Ottawa campuses. Led the material/inventory management aspect of the Bookham and BreconRidge divestitures. Show less