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JOHN FAZEKAS

SUMMARY An extensive career in Service Industry with consistent progression to Service Manager, Technical Trainer, Regional Support Manager, and Desk Side Support Manager. Reputation for dedication, high achievement, team building and engagement with enthusiastic positive communication and rapport, analytical and problem solving skills. Consistently contributes value to the team. Extensive knowledge and experience supporting clients in oil and gas, retail, transportation, education with People Management, Service Delivery, Coaching and Mentoring creating teams that adapt to change, maximize efficiencies, productivity and the bottom line. EXPERIENCE HEWLETT-PACKARD (CANADA) CO. MOBILITY AND WORKPLACE SERVICES FEBRUARY 2012 – SEPTEMBER 2015 DELIVERY MANAGER - CALGARY

Effectively managed multiple Service Delivery Teams Canada wide, for multiple accounts and industries

Developed a unique Executive Desk side Support Model that increased user satisfaction

Financial forecasting, client account reconciliation and vendor contract renewals

Facilitated ongoing training to develop staff, which fostered operational efficiencies promoted team building and increased end user satisfaction

Lead and developed high-performance teams in results-oriented industry

Managed multiple vendors for multiple client accounts

Effectively managed transitions, and migrations to completion on time Key Accomplishments:

Developed process improvements which significantly increased technician productivity

End to end work flow process improvements implemented at zero cost, increased profitability

Multiple recipient of Shell’s End User Satisfaction Award HEWLETT-PACKARD (CANADA) CO. DESKSIDE SUPPORT TEAM LEAD DECEMBER 2010 – FEBRUARY 2012 CALGARY

Managed operations for Talisman Desk side support Team (41 members)

Influential in creating the HP Desk side team for O&G Client

Managed the successful transition of desk side support service team

Directed the successful transition from Remedy to HPSM ticketing systems

Maintained vendor integrity focusing on internal service standard and cost savings

Inventory management, refresh and growth forecasting

Performed data analysis on tickets, and team metrics reporting

Ongoing back up for Manager during vacation and absences

Implemented training plan for team to meet and exceed client standards Key Accomplishments:

Successfully completed TSES Team Lead Leadership Boot Camp

Created queue mgmt. team improved ticket quality team moral and customer satisfaction

IT store created and implemented increased end user satisfaction HEWLETT-PACKARD (CANADA) CO. WESTERN CANADA COMMERCIAL TEAM LEAD SEPTEMBER 2008 – DECEMBER 2010 CALGARY

Managed resource scheduling for CSB Team across Western Canada

Ensured proper ticket handling process from implementation to successful completion

Hands on management to drive successful technician training

Achieved continual client satisfaction through completed case elevations and escalations

Improved customer satisfaction by creating a trunk stock plan Page 2

Backup for team leads from other regions.

Performed Root Cause Analysis on closed tickets, implemented individual coaching as required

Escalation and elevation focal for problem tickets Key Accomplishments:

Created new hire training guide for customer engineers which HP actively uses

Recognized for support, the team provided during winter Olympics at Whistler, BC

Implemented improvements to CE trunk stock program, significantly improved FTF, E2E and customer satisfaction

XEROX PRODUCTION SYSTEMS SERVICE PROFESSIONAL

MAY 2008 – SEPTEMBER 2008 CALGARY

Nuvera production systems technician, coached team on technical troubleshooting TOSHIBA OF CANADA LTD. REGIONAL SUPPORT MANAGER (OPG) AUGUST 2006 – JANUARY 2008 CALGARY

Responsible for scheduling and conducting technical training for MFP technicians across western Canada, including classroom setup

Provided technical support for over 300 MFP technicians across Canada

Created monthly reports on call volumes, by product, by dealer, by problem. Data was used to improve the MFP technical training course curriculums.

Team member responsible for developing technical training courses for new products Key Accomplishment:

Created a service DVD, that improved customer satisfaction and first visit resolution TOSHIBA OF CANADA LTD. TECHNICAL COORDINATOR (OPG) MARCH 2001 – AUGUST 2006 CALGARY

Effectively instructed technical service courses, including PM and basic network training

Responsible for classroom setup and maintained all training equipment

Provided support for all Toshiba dealer technicians in Western Canada and quarterly travelled to dealer locations as part of the dealer programs

Worked with authorized service dealers developed training plans for technicians, thus improved the technicians skill level and customer satisfaction CONEX BUSINESS SYSTEMS (A TOSHIBA GROUP COMPANY) SERVICE MANAGER 1998 – 2001 CALGARY

Management of all service department and MFP PM contracts

Managed service department as a profit Centre, worked closely with sales

Supervised 18 staff, mentored there individual progress

Inventory management, improved inventory turns and increased profitability

Implemented process improvements increased team productivity and reduced costs Key Accomplishments:

Developed company policy manual for service department

Increased service department profitability

Created career training path for service staff

Successfully merged two service departments

IKON OFFICE SOLUTIONS SENIOR SERVICE TECHNICIAN

1991 – 1998 PRINCE ALBERT, SASKATCHEWAN

Effectively managed a territory from Prince Albert, SK to Flin Flon, MB

Responsible for inventory

Serviced Toshiba, Sharp, OCE, Olivetti, IBM, Hassler office equipment Key Accomplishments:

Top performer award winner for 90% of all Toshiba courses taken Page 3

EDUCATION SASKATCHEWAN TECHNICAL INSTITUTE 1984 1986 Received Electronics Engineering Technologist Diploma Scholarship for most improved academic performance UNIVERSITY OF SASKATCHEWAN 1982 1984

Enrolled in College of Arts and Science taking pre engineering out line PARADISE HILL HIGH SCHOOL 1982

Received Grade 12 Diploma

PROFESSIONAL &

PERSONAL

DEVELOPMENT

Management Excellence Leadership Training

ITIL Foundations Training

Leadership Styles Training

TSD Canada Leadership Training, Be Your Best Inspire Excellence Lean Six Sigma Yellow Belt Training

Conflict Management training

Dale Carnegie Effective Communication and Human Relations Certificate

- winner of two breakout awards as nominated by peers in class Proficient with Outlook, Word, Excel, PowerPoint, Acrobat SAP training

Windows server 2000 course

Windows MCP certification

Novell 4.11 intranet

Volunteer at foodbank

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