Experience

Microserve

• Canada
• IT Services and IT Consulting
• 300 - 400 Employee

• Senior Services Manager

  • Jul 2019 - Present

  I work as an ambassador for all Microserve’s service offerings in Southern Alberta. My primary responsibility is to manage delivery of technical services and Audio- Visual services while also being accountable to customers for Print Services, Professional and Managed Services delivery. My secondary responsibility is business development and to grow Microserve’s footprint in southern Alberta. I work as an ambassador for all Microserve’s service offerings in Southern Alberta. My primary responsibility is to manage delivery of technical services and Audio- Visual services while also being accountable to customers for Print Services, Professional and Managed Services delivery. My secondary responsibility is business development and to grow Microserve’s footprint in southern Alberta.



CompuVision

• Information Technology & Services
• 1 - 100 Employee

• IT Delivery Manager

  • Jun 2017 - Jun 2019

  As the primary contact I worked directly with the client team and CompuVision technical teams to ensure the smooth and successful delivery of technical services – service desk, project work, proactive maintenance, procurement, training, and ongoing support while also handling customer day-to-day requests such as escalations, customer calls and meetings, invoicing questions, research, and document preparation. As the primary contact I worked directly with the client team and CompuVision technical teams to ensure the smooth and successful delivery of technical services – service desk, project work, proactive maintenance, procurement, training, and ongoing support while also handling customer day-to-day requests such as escalations, customer calls and meetings, invoicing questions, research, and document preparation.



Compugen Inc

• Canada
• IT Services and IT Consulting
• 700 & Above Employee

• Service Delivery Manager, Altagas

  • May 2013 - Apr 2017

  As the Service Delivery Manager, I was responsible for leading the IT Service Desk and Deskside Teams, which provides end user support, maintenance and troubleshooting of end user systems, remote networks, peripherals, telecommunications (wired/wireless) as well as various applications and access controls. Key Responsibilities •Establishing/expanding trust with various constituents i.e. business units, operating divisions, etc. •Cultivate strong client relationship, Identify new business opportunities within account to optimize client services. •Delivering service that meets/exceeds SLA. •Successfully mitigating and resolving issues, escalations, and requests with urgency, creativity and determination. •Developing and documenting processes for new/existing Service Delivery policies, procedures – creating Standard Operating Procedures (SOP’s) •Deliberating and measuring productivity improvements resulting in increased cost effectiveness and value. •Responsible for management and development of service delivery team inclusive of hiring, training and performance management. •Implement a succession plan Show less



Metafore

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

• Working Team Lead

  • Mar 2011 - May 2013

  Led a team of highly trained and capable backfill analyst's who provide support at all of Metafore Managed Service clients sites to ensure SLA targets are unaffected due to unforeseen circumstances.• Coordinated with other managers to manage RRT analyst schedules• Responsible for management and development of service delivery team inclusive of hiring, training and performance management.• Responsible for Team utilization reports• Responsible for Timesheets• Implement a succession plan Show less

• Service Delivery Manager, CNRL (Interim)

  • Sep 2012 - Mar 2013

  Was responsible for reporting and managing the deliverables of the services delivery resources, ensuring accountability of team productivity,Service Level Agreements and Key operational performance indicators.-Managed 14 Service desk analyst that supported 8000 employees at CNRL.-Reporting and Managing Deliverables against SLA.-Resource Management.



IBM

• Calgary

• Service Desk Trainer/Analyst

  • Jul 2010 - Mar 2011

  Primary Responsibility - Support Alberta Health Services Secondary - Train and mentor new analysts Primary Responsibility - Support Alberta Health Services Secondary - Train and mentor new analysts