Six Sigma transformation at its best!

- Subject Matter Expert for BlackBerry Enterprise Server solution (versions 3.6 to BES 10)- Specialty in mobile computing, converting mobile devices (IOS, Android, BlackBerry) into a secure productivity solution- Elected by senior management to design and deliver a coaching/training program for BlackBerry's support office in Tokyo, Japan. Training scope included BES, SQL, and MS Exchange troubleshooting as well as handling workload efficiently and improving existing processes- Design and implement large scale, complex MDM environments for Fortune 500 companies with +10,000 users for BlackBerry, IOS, and Android devices- Advanced knowledge of Microsoft Exchange 2000-2013 Server, SQL 2000-2012, Windows Active Directory, CA administration, DNS, DHCP, TMG, SCEP and Office 365- Advanced knowledge of the following tools: EMC, EMS, ADSIEDIT, MFCMAPI, ADUC, LDIFDE, GPEDIT-Network capture analysis using Wireshark and Fiddler- In depth log reviews and delivering custom fixes for reported issues.- Liaison between administrators and developers for BlackBerry products- Strong communication and verbal skills- Experienced at communicating/presenting vision and deliverables in a manner that is tailored to staff as well CEO/executive level audiences.

-Part of the 1st Technical Quality team within Research In Motion- Trained/coached new-hire support staff on BlackBerry Enterprise Server solution, MS Exchange, and SQL- Performed technical quality audits on support associates to ensure accuracy- Proven record of effective coaching showing tangible results (i.e. customer satisfaction scores, NPS)- Created department processes to align with ITIL and Six Sigma principles to improve efficiency- Developed a structured training program to be used as knowledge transfer to new Technical Quality coaches

- Administer Novell, MS Exchange, and Active Directory accounts for over 4500 users spread over different geographical locations in an ITIL® compliant environment- Support and maintain MS Exchange 5.5, MS Exchange 2000 and MS Exchange 2003 systems- Perform server/desktop/laptop hardware and software support for the Saint John and Fredericton contact centers with over 1400 workstations and 30 servers- Provide Blackberry ® data support for enterprise server users- Perform backups for the file and mail servers using ArcServeve® and Windows backup manager- Perform Network Monitoring utilizing Big Brother® and What’sUpGold®- After-hours and on-call duties- Mentor and coach new hires- Participate in the design and implementation of incident management processes to comply with ITIL® standards- Documentation and technical writing- Played a major role in planning and implementing the desktop and network environment for a new 40 workstation contact center expansion in a cost-effective manner- Established a QA testing environment for Wyndham’s proprietary hotel reservation system