Management Service
Resume:
To Whom It May Concern,
Upon review of the role description and considering my extensive background
in information-technology management I am positioned to be the kind of
value-added executive required to fulfill your Call Center Manager
position.
Delivering more than 16 years of progressively responsible experience, I
offer a distinguished career earmarked by accomplishments in leading and
directing information-technology operations in creating, implementing, and
executing Information Technology Infrastructure Library (ITIL) best
practices within the Service Desk and Incident Management areas. I also
have broad disciplines including people management, staff development,
promoting change and improvement, production support and vendor
relationships.
My proven track record includes planning implementation of new technology
processes and developing technology strategies that align with business
needs while ensuring it meets customer/client needs and corporate goals.
Having played key roles in planning as well as directing IT process
solutions to support operations and achieve department objectives for
several organizations I've gained a skill set, work ethic, and dedication,
along with a team attitude to be an asset to the organization.
Employing a unique combination of expertise in key areas along with
practical, intuitive management skills I'm a motivated, dynamic, problem-
solving executive that comprehends the larger picture and envisions broader
challenges to organize resources and motivate team members for success -
and it's done with energy, resourcefulness, and determination.
I would like to meet with you to discuss how I can add value to your
organization as I have done for my previous employers. I can be contacted
at 905-***-**** or e-mail me at ******@*******.***. I appreciate your
consideration.
Sincerely yours,
Rahim N. Kanji
SUMMARY OF QUALIFICATIONS
o Extensive experience in all aspects of IT Support Services including
proven track record of successfully
implementing/executing ITIL best practices, Service Desk and
Incident Management
o Work extensively with the Business Continuity group to Participate in
disaster recovery plans and tests as well as
ensure critical business IT services remains operational
o Expertise in performance metrics reporting, solid organizational and
analytical skills with the ability to manage
competing priorities within tight deadlines
o Strong problem solving skills, takes initiative and is resourceful in
providing solutions
o Exceptional communicator and strong at team building
o Ability to effectively work with all levels of management and staff
PROFESSIONAL EXPERIENCE
CIBC Incident Manager/ Acting Senior Manager May 2013 - Feb
2015
o Supervised and monitored day to day Incident Management operations
o Mentored and monitored a team of 15 Incident Management employees
o Facilitated resolution for Major Incidents and provides status updates
to upper management
o Responded to Major Incidents, processes escalations from upper
management and provides responses accordingly
o Participated in CIBC management bridges in-order to provide status
updates on major Incidents
o Ensured that the Incident Management process is followed by the
organization and engage upper levels of management as needed,
including the Process Manager for any breach of process to ensure IS
service quality, customer satisfaction and process improvement
activities
o Assisted in the understanding of potential root cause for Major
Incidents in-order to provide upper management information for
operational review meetings
o Participated in weekly Operations review meetings focusing on
Incident, Problem and Change Management
o Integrated CIBC Mellon Incident Management into the CIBC Enterprise
Incident Management process
CIBC Mellon Incident Manager Sept
2008-May 2013
( Assisted in the development of the Incident Management process under
ITIL V2 criteria in order to develop a customer
centric environment
( Facilitated resolutions, communications, escalations and business
impact to High Priority and/or Major incidents and
returns IT services to normal service levels, as quickly as
possible to ensure minimum disruption to business operations
utilizing internal and external resources.
o Ensured that the Incident Management process is followed by the
organization and engage upper levels of management
as needed, including the Process Owner for any breach of process
to ensure IS service quality, customer satisfaction
and process improvement activities
( Assisted in the development of a matrices reporting tools/dashboards
to provide management with statistics to ensure
process adherence, identify any process gaps and execute process
improvements.
o Assisted in the establishment of Service Level Targets utilizing Six
Sigma tools in order to uniform service delivery across the
enterprise.
o Assisted the facilitation of problems in order to determine root cause
and solutions to eliminate the number of re-occurring incidents
o Created weekly and monthly Incident Management reporting statistics
for management
CIBC Mellon Supervisor Service Desk/
Access Administration Oct 2005-Sept 2008
( Managed six Help Desk Analysts and five Access Administration
employees providing support to over 1000 internal
clients
( Monitored Help Desk calls and Access Administration Service
Request to manage priorities, ensure quality assurance,
identify documentation gaps and on-going training requirements.
o Implemented standards to increase the call answer rate from 50% to
80% and the mean call wait times from five minutes to one minute
o Developed, produced weekly/monthly Help Desk and Access
Administration statistical volume performance reports for management
o Worked on a Six Sigma project to reduce the turnaround time of
processing a type of access request from two weeks to four hours.
EDULINX Canada Corporation IT Service Desk Team Leader
Feb 2002-July 2005
o Supervised five IT Help Desk Staff providing support to over a
thousand internal clients
o Designed and managed the development of the IT Help Desk, the IT
Operations processes, procedures, call scripts and documentation.
o Developed processes and procedures which resulted in the improvement
of the call pick-up ratio from 65% to 95%, the close ratio from 50% to
80%, the incident log ratio from 60% to 85%, the abandoned rate from
50% to 5% as well as the call pick-up ratio to under 20 seconds
o Maintained the IT Help Desk knowledge base utilizing the ITIL
Framework to ensure documentation and process were kept current for
service consistency
o Conducted employee call coaching to improve client service and
conducted quarterly reviews to evaluate employee performance
o Developed OLAs (Organizational Level Agreements) and SLAs (Service
Level Agreements) within IT Operations which resulted in faster
resolution times and improved customer satisfaction
o Conducted weekly/monthly meetings with IT management to ensure that
SLAs were met and identify process improvements
o Worked closely with 1st and 2nd level support to ensure a customer
centric service environment
o Worked closely with the IT Help Desk staff to develop their skill base
thereby increasing their success for advancement
o Developed/maintained an escalation process, played a key role in
initiating escalations to ensure incidents/problems were resolved and
resolution was provided based on defined SLAs
SUMMARY OF PROFESSIONAL EXPERIENCE - CONTRACTS
Teknion Furniture Systems IT Support Desk Team Leader
Feb 2001-Aug 2001
TD WaterHouse 2nd Level Desktop Support
Jan 2001-Feb 2001
Ajilon Canada 2nd Level Support
Aug 2000-Dec 2000
Compaq Canada/ OAO Team Lead/ Infrastructure Support
Jan 1999-June 2000
Gowlings, Strathy and Henderson Systems Trainer and Help Desk Technician
June 1998-Sept 1998
Court of Appeal for Ontario Network Administrator/Desktop
Support Nov 1997-Mar 1998
PROFESSIONAL TRAINING and EDUCATION
CIBC Making the Transition
to Supervising & 2014
Managing Others
CIBC Mellon PROB Training
2009
Process
Improvement Specialist
CIBC Mellon ITIL V2 Trained
2008
CIBC Mellon Leadership Development
Program 2007
Foundations of
Management
Compaq Canada Quality Customer Support
Training 1999
College of Business/Computers Visual Basic 5.0 Course
1998
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