Experience

Kindred Powered by Ocado

• United States
• Automation Machinery Manufacturing
• 100 - 200 Employee

• Director of Service and Support

  • May 2022 - Present

  -Maintains Service Level Agreement (SLA) and implements policies and procedures to ensure SLA is achieved or exceeded.-Performs staffing functions (e.g. interviewing, evaluating, supervising, staff development, etc.) for the purpose of maintaining adequate staffing, motivating staff, and enhancing productivity of personnel.-Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.-Produces meaningful and accurate data for all aspects of support (metrics, root causes, failure modes) and shares with direct team and other internal team to drive service improvement initiatives.-Develops and implements training and quality assurance programs for new hires and experienced employees.-Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.-Continually seeks ways to improve process, team, and tooling to enhance service levels.Oversee a distributed workforce responsible for onsite customer support, remote technical support, and field service support. -Collaborate with executive-level management in the development of performance goals and long-term operational plans-Build and maintain relationships with all department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals



Metrolinx

• Canada
• Ground Passenger Transportation
• 700 & Above Employee

• Manager, Payments Business Operations Support

  • Feb 2019 - May 2022

  -Oversees governance structures by designing underpinning processes and leading change initiatives .-Measures performance of services and their value by interpreting reports and recommending opportunities for improvement and optimization-Responsible for managing all related third-party vendor contracts including managed services, supply/services contracts-Ensures the effective management and delivery of profitable and efficient contractual obligations in support of the client’s business objectives.-Oversees, monitors and reports work performed by the service delivery team(s) involved in supporting the client engagement contract(s)-Developing client relationships across the client’s business and technology environment-Developing and sustaining long-standing relationships with company approved vendors-Supporting the selection of new contract service providers based on the needs of the business and maintains working relationships accordingly.-Responsible for IT Service delivery and production metrics (SLA) and KPI across the organization-Providing guidance on industry trends and assessing opportunities, where appropriate-Planning, prioritizing, negotiating directing, providing coaching and co-ordinating activities of a group of professional technical staff to ensure quality standards are maintained-Continuous process improvement and user experience by increasing IT Service value through innovation and redundancy capabilities while optimizing cost effectiveness-Supports leadership to formulate and execute strategies that contribute to the value realization set by the entire company and manages l&IT governance of related projects-Responsible for change (ITIL) including, incident and problem management processes -Recommending roadmaps and decisions by interpreting and analyzing reports and trends and applying data, information, knowledge, wisdom framework in order to influence product design and service delivery

• Incident Manager/ Senior Operations Lead (SBA)

  • May 2016 - Jan 2019

  -Develops a thorough understanding of the business goals, practices and processes to translate into system functionality and user-requirements that define project scope and specifications.-Translates high-level, conceptual business strategies and objectives into user-requirements to guide service development activities.-Identifies and implements optimization initiatives for operational processes and procedures-Builds and fosters strong professional relationships with external clients,-In partnership with business leaders to develop strategies for the application of technology and leading or participating in the development of business cases.

• Project Officer, Business Systems

  • Aug 2014 - May 2016

  -Analyze business processes and procedures to identify gaps between current practice and future operational and technological changes.-Lead and coordinate internal and external project and implementation activities to ensure compliance with established standards, policies, and procedures.-Participate in the detail design, development and testing of interfaces between the ITCS and other systems currently being used by Metrolinx (i.e. HASTUS, EAM, GO API, Presto, etc.)-Compile business requirements, obtain approvals, and review design proposal justifications.-Perform day-to-day management of roll-out activities; coordinate the availability of staff for software/hardware deployment-Define appropriate process and procedures to support the ITCS.-Gather user needs and technical specifications for modifications and additions to in-house systems, as well as the ITCS.-Plan, forecast, monitor and report Divisional resource time requirements for operating and capital project expenditures as they relate to the Bus Services Division. Prepare project justifications in terms of proposed scope, budget, and schedule.

• Business Systems Specialist

  • Aug 2013 - Aug 2014

• Network Support Analyst

  • Nov 2011 - Aug 2013

  Network Support Analyst



Dream

• Canada
• Real Estate
• 500 - 600 Employee

• Helpdesk / Desktop Support Analyst

  • May 2007 - Jan 2012

  Desktop SupportSpecial project Desktop SupportSpecial project



Millennium Care Inc

• Canada
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Helpdesk Analyst

  • May 2004 - Jun 2007

  Desktop Support Desktop Support



Star Apparel

• Assistant Quality Manager

  • Jan 1998 - Jul 2000