William C. Email & Phone Number

Vancouver, Bc, Ca

Vancouver, Bc, Ca

Mississauga, On - Ontario, Ca

Vancouver, Bc, Ca

Metrie is the leading manufacturer and distributor of interior millwork in North America.

Vancouver, Bc, Ca

I lead a highly-skilled team and am accountable to oversee the strategic, operations, financial, and administrative functions of Technology Operations including cloud and on-premise computing, WAN, LAN, Cyber Security, Communications (Mobility, Teams Voice, IP Office, UC), Technology Procurement, Vendor Management, Service Desk and End User support across 35 Manufacturing and Distribution facilities in North America.Highlights:• Championed an organization-wide modernization initiative transitioning to MS Office 365, Exchange Online, Citrix Cloud, and Microsoft Teams, enabling the seamless move to remote work within 24 hours at the onset of the COVID19 pandemic.• Revamped IT infrastructure by transitioning systems, including SAP, to the cloud and phasing out 3 physical data centres, resulting in significant operational savings and improving system performance by 50%. This multi-year initiative provided the scalability required to accommodate rapid growth.• Introduced a resilient SD-WAN reducing facility network downtime by 95%.• Launched a Cloud-based Contact Centre solution for inbound sales, enhancing contact centre resiliency and flexibility (Work from anywhere, on any device), and improving overall satisfaction and customer experience.

Vancouver, British Columbia, Ca

Working closely with customers, I built and implemented strategic business plans aligned with their corporate objectives. As an Account Executive, I was responsible for providing accurate and timely advice and metrics to facilitate effective planning and forecasting. Some of my key accomplishments during my time with TELUS, include:• Acted as a customer advocate, facilitating regular feedback sessions and performance reporting ensuring transparent communication resulting in sustained customer satisfaction scores of over 90%.• Led an IT Services Outsource pursuit team securing a long-term fit-for-purpose services agreement exceeding $250 million in Total Contract Value.• Steered Account Strategy, surpassing customer expectations and revenue growth targets.• Consistently exceeded annual sales targets and growth quotas through upselling, cross-selling and identification of new services.• Cultivated and sustained strong, long-term relationships with key clients, acting as a trusted advisor and driving revenue growth.

Redmond, Washington, Us

As a Senior Consulting Services Business Leader, I was responsible for risk, revenue, profitability, growth, and customer satisfaction within the consulting services division of Microsoft. Accountable for the management of a multi-million-dollar portfolio of engagements and a diverse range of complex programs and projects. I monitored the entire lifecycle of consulting engagements across a portfolio of businesses, from initial scoping and contracting through the close of the engagement with the customer while influencing high-level decisions that directly impact employee development, engagement and customer satisfaction.

Vancouver, British Columbia, Ca

As Client Partnership Executive, I was accountable for Service Transition (PMO), Service Operations, Solution Architecture and Design including the Customer Experience to Finning Canada, Finning International and BC Hydro. Achievements:• Selected to develop and implement the Client Partnership Director role.• Developed an operations and delivery maturity model to shift from reactive support to proactive partnership.• Established and executed an operational governance model, improving communications, engagement, risk management, and delivery consistency.• Achieved and sustained Customer Satisfaction scores of over 90% through advocacy and transparent communication.

Vancouver, British Columbia, Ca

Seconded to lead a National IS/IT department with five managers and 25 team members (BU & Contract) across BC, AB, SK, TO and QC. Accountable for Service Design, Transition and Operations (Data Centre, Network, Server, Storage, DR, Desktop, Mobility, VOIP, Service Desk, Customer Contact Centre, Procurement, Architecture and PMO). As Director, some of my key accomplishments include:• Introducing Performance Management, OLA’s and SLA’s, Strategic training & development and career path options.• Leading an RFP to refresh and outsource corporate VOIP infrastructure, reducing overall costs by 40% while improving service quality and Customer Experience.• Identifying and resolving chronic failures of infrastructure, mitigating risk. • Responsible for SOX and PCI compliance; successfully passed all quarterly and annual audits with no critical remediation.• Driving integration between the application and online development teams and the IS/IT team focusing on collaboration.• Introducing Satisfaction Surveys for the Service Desk to capture timely end-user feedback to assist in gauging the end-user experience.• Implementing process and collateral to develop strategic plans aligning with corporate and departmental objectives resulting in better alignment of IT and the Business.

Vancouver, British Columbia, Ca

Supported 70 team members focused on ICT delivery to multiple outsourced IT customers within BC and AB. As the key contributor to the Syscom. I consulted on a merger transition, onboarding 48 employees and 21 customer accounts. Additionally, I represented the organization as Champion and Steward of IT systems and frameworks, such as ITIL based Incident, Problem, and Change Management processes.Key results include:• Developing and managing a range of operational and financial objectives, including coordination and governance of regional OPEX budget of up to $3M.• Restructuring National Performance Objectives and KPI’s for support teams to ensure consistent expectations, measurement and alignment to business objectives and strategic priorities.• Sourcing and negotiating contracts with third-party vendors to augment staffing and services and reduced operational costs for services by 40%.• Defining and supporting continuous process improvement and automation initiatives, improving efficiency, decreasing complexity and reducing costs by $400,000.

Vancouver, British Columbia, Ca

Lead the day to day operations of a team of 15 IT Professionals providing Desktop and Server Support

Vancouver, British Columbia, Ca

Managed IT Projects within a Customer Environment

Richmond Hill, Ontario, Ca

Managers Business School, Business

Manager'S Business School, Business

Manager'S Business School, Business

Diploma, Information Technology & Network Systems