• Responsible for support of the ADX platform, working closely with the development team to resolve issues and incorporate improvements into production builds• Work closely with the ADX user base on reported issues or training related to the platform• Creating and managing reports for the IT support and executive management teams• Administrator for the incident management system and on-boarding platform• Responsible for working with the business on on-boarding improvements and SLA management• Creating and managing custom online portals based on business requirements• Create and maintain training material for the on-boarding platform• Hire and train support staff for the ADX platform

• Responsible for overseeing and managing the Change & Release Management processes• Major incident manager in a 24/7 environment, responsible for coordinating technical resources, vendors and communicating outage impacts to the business• Created and updated ITIL related processes within the organization• Defined processes with vendors and internal departments• Responsible for creating and managing metrics for the Service Desk• Facilitate training on ITIL processes (Change, Release, Incident and Problem)

• Responsible for the delivery of first and second tier support for all CPPIB employees• Created and documented procedures and best practices for the management team• Assisted with the Cisco UCCX implementation and testing for the global service desk• Responsible for on-site trader support in a fast paced/high risk environment

• Responsible for the day-to-day operations of a Service Desk supporting 5,000+ users in a 24/7 support environment• Creating and managing business-wide IT communication and documentation standards, templates and best practices with adherence to corporate communications guidelines• Responsible for the on-going training of Service Desk staff and process improvement which has resulted in overall increases of FCR and SLA's• Designed and implemented an on-boarding/HR/technical support model for Brookfield's business units• Responsible for generating and analyzing Service Desk metrics to determine trends, scheduling requirements and training opportunities• Responsible for handling any end-user escalations and requests in a courteous and professional manner• Managed a team of Customer Account Specialists responsible for the on-boarding and termination of employees• Consulting with internal business clients to incorporate feedback into the IT support model• Coordinate with support vendors and our international Service Desks to maximize user productivity• Recommending technology and process oriented improvements to facilitate improved client reception• Developed a formal score card to assist in quality control through call monitoring and ticket submissions

• Responsible for providing first tier technical support for Brookfield Corporate Operations and it’s client companies• Handled the highest call and email volume as well as achieve the highest resolution rate among the team• Designed and implemented a formal Service Desk training manual and program• Filled in as the Service Desk Team Lead during my manager’s absence on numerous occasions• Participated in the afterhours support model on a rotational basis, providing end user technical support over weekends• Participated in and played a vital role in the success of the Exchange migration from a 2003 to 2007 environment• Trained and provided guidance to new hires on the Service Desk• Provided feedback and ideas on various Service Desk processes which resulted in streamlined end-user support