Service Customer

HIGHLIGHTS OF QUALIFICATIONS

Bilingual IT Professional with a track record of success providing Service

Desk, IT Asset Management and Procurement Solutions, including due

diligence, transition and transformation services. Experienced in

developing customer relationships, solving problems, and translating

service requirements into solutions that provide optimal business value to

key clients. Possess deep technical expertise in providing both regional

and global information technology outsourcing solutions, with a history of

improving processes and results. Team player that designed solutions for

outsourcing contracts valued from $10M to $300M. Pursuits included

clientele with North American and Global geographies.

SKILL SUMMARY

Business Analyst . Solution Design . Customer Service. Process Improvement

. Service Demonstrations

. Service / Help Desk . Asset Management . Procurement . Proposals / Cost

Models

. Pre-sales Consultant / Support . RFPs / RFIs . IT Outsourcing .

Transition / Transformation

. Client Presentations . Training . Microsoft Office

CAREER PROGRESSION

HEWLETT-PACKARD, www.hp.com (HP acquired EDS in 2008)

Pre-sales Consultant (2009 - 2012)

Responsible for Service / Help Desk, IT Asset Management & Procurement

solution development in addressing complex requirements for new and

existing HP clients. Provided pre-sales support responding to client

business requirements through deal qualification and client communication

including costing, pricing, proposal writing, client presentations and

performing due diligence for pursuits. Designed solutions across multiple

industries such as Energy, Manufacturing, Entertainment, Transportation,

Retail, Financial, Communications and Health Care across North America,

Europe, Asia-Pacific and Latin America.

Key Achievements:

. Developed solutions utilizing extensive knowledge of service desk, IT

asset management and procurement, incorporating transformation

approaches to help clients succeed in achieving industry standard best

practices

. Collaborated with portfolio and delivery on service delivery offerings

and changing client requirements to help improve service delivery

offerings and capabilities

. Provided subject matter expertise in testing and training of newly

developed tools and processes and provided input and ongoing feedback

on solution guide workbooks and tools

. Achieved success in both winning new business and in mentoring other

solution designers

. Accountable in delivering solutions that met customer's requirement

. On average sold 25% of the solutions developed yearly

Electronic Data Systems (EDS)

Solution Designer (1998 - 2009)

Held the same accountabilities as per the role for HP until EDS's

acquisition in 2008.

Key Achievements:

. 2006 exceeded expectation and sold 75% of the solutions developed

. Recognized as a Global Sales Support Top Performer in 2006

. Contributed to the closure of 11 bids out of 17 in one year

. Provided subject matter expertise in the development of new business

cost model, testing and training of newly developed tools and

processes and provided input and feedback on an ongoing basis

Business Analyst, 1995-1998

Oversaw service / help desk operations for numerous client accounts by

providing performance reporting, documenting and publishing service

changes, reviewing ongoing trends, mentoring agents, providing technical

expertise, performing root cause analysis and conducting service / help

desk team feedback sessions. Provided hardware and software support to

multiple customers in both languages French-English.

Key Achievements:

. Gained familiarity and expertise with over 30 different software

applications which in turn helped client's employees be more

productive and maintained customer satisfaction

. Initiated the idea of an automatic feed of voicemails to the next

available agent. This eliminated a group of agents monitoring the

voicemail queue

XEROX CANADA, www.xerox.com

Senior Network Service Support Analyst, 1992-1995

Responsible for providing bilingual network printer hardware and software

support for North American client accounts.

Key Achievements:

. Recognized as Employee of the year for 2 consecutive years

. Solved between 90-95% of contacts received

. Helped in the development of a hardcopy knowledgebase for all issues

received

Experience prior to 1992:

Gained hands-on customer care experience in the technology industry which

included: supervision, call answer, call quality, listening skills,

reporting and monitoring call status, investigating and assigning priority

to call.

EDUCATION & PROFESSIONAL DEVELOPMENT

Cambrian College, took several courses towards the Marketing Diploma

program.

Professional Development:

. Cloud Technology - Cloud Computing, Security with Cloud Computing,

Converged Cloud, Enterprise Cloud, Compute Public Sector - Enterprise

Cloud, & Enterprise Exchange - Cloud Messaging

. Certifications - Art of Winning Deals Certification in 2010

. Systems Familiarity - Windows, Microsoft Office, Lotus Notes and

Microsoft Exchange etc.

VOLUNTEER AFFILIATIONS

Fundraising for Crohn's and Colitis Foundation of Canada

Volunteered time to a Keller Williams Realtor to kick start his event and

helped at the event

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