• Improved overall network infrastructure efficiency by 10% and reduced support ticket volume by 15%, resulting in smoother operations and cost savings through project initiatives. • Successfully rolled out SLA/SLO globally, resulting in 20% improvement in service desk efficiency and optimizing customer support within 6 months using industry best practices.• Streamlined computing requirements setup within 4 months, leading to 40% increase in employee satisfaction and improved operational efficiency.• Negotiated contracts with vendors resulted in a 23% to 48% cost savings on laptop, desktop, server, and mobile device purchases, leading to improved budget efficiency and cost-effectiveness.• Managed vendor relationships and IT budget, delivering over $1M in savings for AGI and contributing to improved financial performance.

-Provided support and leadership to the operations team members. -Proactively implemented many process improvements to enhance the network’s performance along with the teams performance. -Provided motivation and innovative solutions to facilitate the growth of the company and the team through coaching sessions and mentorship. -Handled day-to-day operational challenges in a fast-paced, changing environment.-Work directly with Global vendors with respects to the products that we us to help our couriers. -Weekly meetings with our Global Market directors and managers on operational fitness. -Sets goals and objectives for team members to achieve operational results -Provide motivation and guidance to the team through weekly meetings. -POC for quality for the United Kingdom and Ireland Market and work with the other Global leaders on quality. -Organized and implemented a project that increased quality of all chats across the Global Markets increasing quality by 5% and decreasing AHT by 70 secs.

Leading the day-to-day operations and managing the growth of the largest revenue generating projects. Responsible for managing the Clubs’ operations, guiding the team to deliver quality service throughcommunity initiatives and exploring new opportunities to support organizational growth.

-Supported the development and lead execution of a comprehensive strategy for identifying and communicating incidents and service statuses such that end user awareness reducing the typical number of SD contacts driven by outages.-Lead analyst support of proactive end user education around self help and self serve opportunities as measured by observation of interactions, survey comments and QAP. -Consistent monthly and annual achievement at a site level of the balanced scorecard metrics identified in Analyst PA accountability-Support opportunities which result in greater business engagement and alignment of activity resulting in a more cost efficiency, clarity of accountability and improved overall effectiveness of the organization.-Support delivery of the Customer Service operating model, including fronting for Security Admin, Telephony and Technician Services across the IT landscape. Specifics creating clarity within the business (IT) of our role and operating model through participation in cross-functional initiatives and projects. Includes effective delivery of Service Health as a key communication tool. -Support Knowledge management practice discipline for the organization. -Lead on major projects – Office 365, Windows 10, Rebrand of Canada life, Vendor selection/engagement/repatriation, and any technical projects.-Tech Zone management - Manage the team for a walk in location for support across multiple locations-Planning and deployment of information sessions for all employees within the company-Ensure risks remain at an acceptable level by supporting the implementation of the IT risk management program, proactively identifying and assessing risks and controls through existing, new and enhanced processes -Financial Management: Works in conjunction with IS Finance and Admin to set the initial budget-Lead on all recruitment for the whole Service Desk