Responsible for managing the Service Centre and Helpdesk teams supporting our corporate users along with our pharmacies across Canada.

Responsible for managing the Service Centre and Helpdesk teams supporting our corporate users along with our pharmacies across Canada.

Managing the Recipe IT Service Desk supporting our 800+ Restaurants technology needs 24/7.

Responsible for ensuring that the IT Service Desk achieves all service levels in supporting 800+ stores (Harveys, Swiss Chalet, Milestones, Montanas, Kelseys, East Side Mario’s, BierMarkt, The Landing Group of Restaurants ) along with associate development and continuous service improvement.

As Team Leader I was responsible for Service Desk operations and ensuring that the team achieved or exceeded service levels while providing "The Perfect Guest Experience" to all Cara Restaurants and business units.

Responsible for working closely with restaurant operations to support Back of the House computers and POS systems, internet/phone connectivity and Back Office applications.

Provided second level support on issues involving the BonD Web application as it related to cart issues coming via SAP, Level 1 Help Desk and the BonD in-box.Monitored and analyzed daily batch server logs for errors and took appropriate actions to resolve those errors (e.g. Manual log rerun using UNIX scripts).Monitored BonD website for errors or outages and opened severity 1 tickets with level 3 to engage resources to resolve issue within stated resolution times.Performed BonD application regression testing to ensure that new deployments or upgrades were successful.Updated Wiki site to indicate BonD website operational status.Created SQL queries to troubleshoot application errors.

Implemented new processes to improve productivity while enhancing the customer experience.Built and maintained strong relations with the client by working closely with them on emerging issues and providing possible solutions.Mentored and coached support analysts to improve AHT (Average Handle Time) and first call resolution targets.Handled supervisor escalations from customers.Presented monthly team results at MOR (Monthly Operating Report) meetings.Improved morale by promoting "Fun" activities such as pumpkin carving competition and monthly MP3 player draw for top contributors.

Interviewed and trained new hires.Second level Support for the complete line of IBM Products which included ThinkPads, Desktops (Netvista), X Series Servers and accessories.Responsible for leading 20+ agents supporting 10 Latin American countries on various IBM product lines (ThinkPads, Desktops, x-Series Servers and peripherals).Assisted Manager with various reports such as agent productivity and Department Cost Card to track revenues and expenses.Created and presented MOR at monthly managers meeting. Maintained a strong relationship with country managers by always meeting service levels and being attentive to their needs.Identified areas of improvement to increase productivity while reducing costs.Responsible for acquiring and maintaining lab equipment (Server rack and accessories) by ensuring that hardware and loaded software was functional and up-to-date.

Second level support to first level call takers on IBM ThinkPad and accessories.Created technical documents as job aids for first level support agents to improve their work efficiency and problem solving abilities.Escalated unsolved technical issues to Engineering while maintaining ownership of problem to communicate progress and determined solution to the customer.Coached first level support agents who showed a weakness in certain technical areas.