Manager/Team Lead/Project Manager/Project Lead/Advisor/Consultant

SENIOR PROFESSIONAL

Summary: A highly motivated leader with several years of experience in Information Technology, Client focus support, Incident, Problem and Change Management experience. My strong communication, dedication, integrity, initiative and problem solving skills allow me to overcome challenges. I am very creative, adaptive, self-reliant, patient and able to work with all levels of management. I am also capable to influence a positive change across the department without using authority. Corporate objectives were obtained through expertise in:

• Building and maintaining trusted relationships

• Excellent interpersonal skills and negotiator

• Quick learner and adaptive to new applications/software

• Document results and problem solver for Systems support

• Process improvement and strong customer focus

• Incident, Problem, Change, Service Request and Work Order

• Results-oriented, promotes team spirit and a positive mentor

• ITIL Service Management certified

• Highly organized and Project Management experience

PROFESSIONAL EXPERIENCE:

Unix Team (AIX, Solaris, Linux, Security) for IBM Canada Limited 2012 – 2013

IT Consultant – IT Infrastructure Specialist – Team Lead

• Productively managed the sixteen Unix System Administrators workload. Backup for the Intel team.

• Skillfully prepared/assigned each requests from the National Bank Financial Group, Air Canada, Aeroplan, Server Management Infrastructure, Equifax, and IBM Security accounts to each Unix System Administrators.

• Chair person for the morning huddles, worked from home and office.

• Successfully monitored all new server builds with Service Level Agreement of 48 hours.

• Focal point of contact for Projects and Steady State escalations on all Incidents, Changes, Service Requests, Problems, Work Orders and Process Management.

• Accomplished scheduled changes approver on Maximo for the Unix Montreal and Wintel teams.

• Main point of contact for acquiring the Unix’s team data (Matrix) for the Quality Analyst.

National Team for IBM Canada Limited 2011 - 2012

IT Consultant – Major Incident Owner

• Successfully documented the major business impacts (Networks, Applications, DBAs, Midrange, SANs or Mainframes) and skillful to determine which resources are required for the 40 accounts.

• Superior crisis management skills which brought about the control of the major incident calls without using authority.

• Gained solid experience communicating and interpreting to external Telecom vendors (Bell, Telus, Rogers and Shaw).

• Acted as the Outage Facilitator on Outage Reviews with the Clients and IBM Managers to determine the root cause analysis.

• On call support for Celero, Canadian Pension Plan, Symcor, Sun Life, Alberta Health Services, Celestica, Scotia Bank, First Caribbean International Bank and worked from home.

Air Canada/Aeroplan/VIA Rail for IBM Canada Limited 2010 – 2011

IT Consultant – Major Incident Owner

• Accomplished taking ownership and documentation of the business major impacts calls to resolution.

• Developed a unique style for supporting Air Canada, Aeroplan and VIA Rail accounts.

• Comfortable in reporting the daily service outages in the DWHY meetings with IBM internal staff.

Zurich Account for IBM Canada Limited 2007 – 2008

IT Consultant –Team Lead for Change and Problem Management

• Accomplished the 3 months mandate in short of 1 month by correcting the communications flow, tracking successfully the software distribution deadlines to completion, improved procedures, rebuilt the trust between the Clients, the IBM IT Account team and the Software Packaging Life Cycle teams.

• Handpicked to manage the Software Packaging Life Cycle team. IT Account team and the Local Change Coordinators for Germany, Italy, Switzerland, US and the United Kingdom on the Zurich account.

• Approver for the changes, upgraded requests, major releases, dispatches and a matrix organization.

• Proficient in directing and monitoring the 70 IBM support groups by manipulating the SQL database, endless follow ups on the Packaging Status Applications and ManageNow R1.

• Committed to balancing the daily workload so scheduled software distributions deadlines are met.

• Adept to run the weekly Change Advisory Board meetings with the Zurich Account Managers for process improvements and delayed software distributions. Worked from home.

• Main contact for the IT Account Team on future major software distributions.

• First point of contact for the Clients and Local Change Coordinators for any type of requests.

• Chairperson of the Daily Change Management Check Point Call Meeting and documents results with the IBM Support teams.

• MS SQL North American DBA Administrator. Monitored and updated daily scheduled software distributions.

2nd Level IT Team Lead for CP Ships 1997 – 2006

Managed and directed the PC Technical Support (2nd level Support and first level Support team in Montreal).

• Managed first and second level technical support team’s objectives and absentee list. Dispatched workload and follow up to confirm deadlines are met.

• Point of contact for the business, support teams and vendors

• Lead North America support teams and assisted the Supervisors in Europe, Mumbai, Australia, Costa Rica and Mexico.

• Managed and reviewed quality systems to ensure effective and appropriate service.

• Maintained the IT workload queues from Remedy.

• Trained new team members on different Applications, Supporting Techniques and to become a team player.

• Planned and executed office relocations and project roll-outs across North America.

• Assured conflict resolutions in a timely manner to avoid escalations to upper management.

• Deployed new laptops and desktops for CP Ships North American and Costa Rica users.

• Administered Dell NT Servers for user management.

• Supported the telephone voice mail (PBX) and the help desk ticketing system.

• Regularly visited other North American branches to improve process and meet with managers.

• Responsible for the Unix Servers running Eudora, SAP and the main Servers running Casper (Tip/FE).

Previous Experience:

Operation Specialist 1 at Advantis Canada – IBM, Toronto

Senior Support Analyst at Sears National Help Desk, Toronto

EDUCATION:

• Certificate in Leadership by Objectives (2003). The CP Ship's Business Skills Development program.

• Certificate in Time Management (2003). The CP Ship's Business Skills Development program.

• The ITIL IT Service Management Essentials Certificate (2003). The Pink Elephant, the ITIL Experts in Tampa Florida.

• Completed five Microsoft Certification courses (1997 to 1999).

• Making the Difference Quality Service Workshop Certificate (1997). The Cast North America Incorporated

training programs from Mercuri International.

• Making the Difference Customer Service and Support Workshop Certificate (1997). The Cast North America Incorporated training programs from Mercuri International.

• Certified Netware Engineer – CNE (1994). Novell Authorized Education Center (NAEC).

• Computer Application Programming Certificate (1991 to 1992). Concordia University, Montreal.

• College Diploma in Social Science. Dawson College, Montreal.

APPLICATIONS & TECHNICAL KNOWLEDGE:

Active Directory Lotus Notes Oracle

AT&T Client / VPN Client ManageNow R1 Remedy (Action Request System)

DBA Administrator for the Change Management (MS SQL) MSSM – Packaging Status Application LANDesk Remote Desktop Management

Black Berry Enterprise Software Page Maker Plus Seagate Backup Exec

Maximo (Integrated Service Management - ISM) Service Center Customers Information Control System - CICS

Microsoft Office (Word, Excel, Power Point & Outlook) McAfee Anti Virus Database Administrator for CODA

Support for CODA Financials DM Lite Unix

Ghost Ghost server Marilyn Sales Report

VMWare Impact Windows Platform Management

Infoman PKZIP ITP running on Celarix

PC Anywhere Windows servers Citrix

Windows 7/Vista Windows XP Sametime (Notes Buddy)

Trend Anti Virus WINRAR Microsoft Visio

MIO for Problem Management

Claim codes MIO for Change Management

Requisition Requests MIO for Incident Management

Expense codes

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