Director, Information Technology Services

• Aug 2022 - Present

Manager, IT Service Desk and Service Managment

• Aug 2017 - Aug 2022

• Manage, coach and lead a team of 14 fulltime unionized support staff in roles consisting of Team Leads, Service Desk Specialists, Support Technicians, Project Lead, Business Analyst and ServiceNow Administrator.• Responsible for Service Desk, Switchboard, IT Service Management, Incident Management, Request Fulfillment and Change Management• Change Advisory Board (CAB) chair• Motivating staff to delivering customer excellence through multiple contact channels such as phone, email, and live chat.• Responsible for delivery of first level support of over 42,000 students, faculty and staff.• Responsible for Service Desk business intelligence by producing, analyzing and reporting on Key Performance Indicators (KPI). • Supporting and execute on roadmap to implement ITIL standards for Service Operations.• Process Owner for Incident Management function and overall Product Owner for IT Service Management (ITSM) tool; ServiceNow.• Rolled out Service & Asset Management in a new to organization tool; ServiceNow. Show less

Manager, IT Service Desk and End User Computing

• Feb 2014 - Aug 2017

• Manage, coach and lead a diverse team of 38 staff supporting a 24x7 environment in roles consisting of Desktop Technicians, Service Desk Agents, Access Administrators, Project Coordinators and Procurement Specialists. • Responsible for end user support for three hospitals (Credit Valley, Mississauga and Queensway Health Centre), satellite clinics and physician offices. • Motivate staff to deliver customer excellence at the Service Desk with daily call and ticket volumes of 500+, supporting over 12,000 staff, physicians, and volunteers. • Responsible for user device environment of over 5,500 desktops, 1,500 laptops, 1,200 multifunction printers, and 1100 mobile devices. • Responsible for IT business intelligence by producing, analyzing and reporting on Key Performance Indicators (KPI). • Responsible delivering service within established Service Level Agreements (SLA). • Manage multimillion dollar department operational and capital budgets. • Change Management Technical Advisory Board (TAB) Chair. • Forecast, develop and executed on departmental policies and roadmaps. • Develop and implement new processes to deliver exceptional customer experience. • Develop and executed on the roadmap to implement ITIL standards for Service Operations. • Responsible for end to end rollout of new IT Service Management (ITSM) tool; HEAT. Show less

Production Tax Lead

• Apr 2013 - Feb 2014

• Production tax lead for tax application execution and monitoring.• Lead, coached and managed a cross-functional matrix team in service delivery of Tax services.• Negotiate, manage and monitor Tax application service level agreements.• Work with clients and third party vendors to ensure delivery of exceptional service.• Using business intelligence tools to analyze and report on internal operations.• Provide support in major interruption (MI) situations, problem analysis, resolution and lessons learned. Show less

Advisory IT Specialist – Service Delivery Team Leader

• Jan 2010 - Apr 2013

• Technical Team lead for WAS and Portal deployments, configuration and testing of both distributed and mainframe applications. Production Tax application execution and monitoring.• Providing leadership and direction to team a team of 10 professionals.• Process improvements and automation of Tax application execution through various processes such as Windows and Unix scripts.• Department focal for disaster recovery and business continuity planning, librarian management, service requests, release management, service delivery project request system (SDPRS), and holiday processing.• Participate in customer request, proposals and statements of work by analyzing project requirements, providing detailed estimates, solutions and timelines.• Provide support in major interruption (MI) situations, problem analysis, resolution and lessons learned.• Involved in interviews and evaluation of new hire candidates for librarian and installer roles. Show less

IT Specialist – Application Integrator

• Feb 2009 - Jan 2010

• Responsible for deploying applications on WAS, Portal Server and HOST• Problem determination and resolution.• Create and execute on Operational Installation Plans.• Comply with change and problem management, audit and security guidelines.• Create and execute on Non-Functional Test Plan and Strategy, analyze test data, document results and provide reports.

IT Specialist - Production Configuration Librarian

• Sep 2006 - Feb 2009

• Manage and control application code in production and test environments.• Project managing various internal projects.• Working with release and change management to ensure guidelines are followed and requirements are met.• Running unit test and performing data analysis for verification.• Increased productivity, centralized information and streamlined process with initiatives such as development of Statement of Work (SOW) portal application.

System Support Analyst – Tier 2

• May 2006 - Sep 2006

• Provide second level support of workforce management software. • Working directly with clients to resolve complex workforce management problems. • Managing client expectations through the incident resolution process • Provide second level support of workforce management software. • Working directly with clients to resolve complex workforce management problems. • Managing client expectations through the incident resolution process

Network Administrator

• Sep 2005 - Mar 2006

• Catered to the computer needs such as PC and network troubleshooting of over 4000 students. • Administrated over 800 computers on campus. • Offered technical support and security advice to students and faculty. • Support the LAN and wireless TCP/IP network • Catered to the computer needs such as PC and network troubleshooting of over 4000 students. • Administrated over 800 computers on campus. • Offered technical support and security advice to students and faculty. • Support the LAN and wireless TCP/IP network

IT Specialist- Hardware/Software Support

• May 2004 - Sep 2005

• Installation of hardware peripherals, operating systems, and other software. • Configuration and setup of servers, switches, networking and applications. • Cross platform administration (Windows, Unix, Linux) • System maintenance, upgrades, backups, and restoration of software and data. • Train and mentor student interns. • Improved productivity of tape librarian by developing a Palm/Java application to manage tape information. • Installation of hardware peripherals, operating systems, and other software. • Configuration and setup of servers, switches, networking and applications. • Cross platform administration (Windows, Unix, Linux) • System maintenance, upgrades, backups, and restoration of software and data. • Train and mentor student interns. • Improved productivity of tape librarian by developing a Palm/Java application to manage tape information.