Customer Service Management

John A. Adam Cell: 647-***-****

** ***** **** ***: 416-***-****

Toronto, Ontario M8Z 2K9 Fax: 416-***-****

******@******.***

PROFILE

A versatile IT professional with a wide range of international and domestic experience in:

IT Consulting

Problem, Incident and Change Management

Business Analysis

Programme Management

Data Centre Operations

Information Centre (IT Help Desk) set up, management and training

A firm believer in the adage: “There is always a better way”.

KEY STRENGTHS

Excellent communication and interpersonal skills

Proactive; enjoys new challenges and experiences

Needs analysis specialist

Strong problem solver with the ability to see beyond the immediate problem

Project management - able to incorporate multiple inputs in to a cohesive whole

Forward thinker

Team player

Familiarity with: Infoman, SharePoint, Windows Server, ISPF, SAS, VSAM, CICS/DMS, DOS/VSE, VTAM, MVS, JCL, MS Office Suite, MS Windows, MS Visio, PowerPoint, Service Manager, Service Now, SDLC, PMLC, Windows NT

EXPERIENCE

Canadian Imperial Bank of Commerce (CIBC), Canada 2012 – 2015

Technology & Operations, Applications Operations, Mainframe

Senior Production Application Support Specialist

Monitored and managed incident resolution; continually provided technical knowledge and business understanding and assumed responsibility for analysis of business data for a large customer service group; reported on Levels of Service, Contract and Support Groups; mining resultant program data to recognize problem development, potential problem areas, and develop appropriate solutions. Performed these functions at both CIBC and the previously contracted support company (HP).

Pinpointed areas of concern for change, incident and problem management overall, and by specific LOBs (Lines of Business) by developing and producing reports and analysis for mainframe production (batch) and test environments, to stimulate proactive discussions and sctivities to avoid potential problems.

Produced various process documentation and procedure manuals; from Implementation process documentation, to: How to upgrade from a RSA Hard Token to an RSA Soft Token.

Monitored and managed Incident resolution to exceed industry standard closure rate by more than 10%, and Problem resolution to shorten time-to-closure by more than 20%.

Developed Critical Jobs reports to act as discussion points for senior management team to use for strategic capacity planning.

Monitored LOB performance and effectiveness with support team leaders where we defined and implemented improved processes and procedures .

Initiated regular contact between support teams (onshore and offshore) and LOB primaries to raise awareness of potential problems and possible efficiencies.

CIBC (cont.)

Proactively acquired added responsibility for special projects, e.g. research of industry standards for in-house comparison and presentation purposes; SME/coordinator for the migration of entire department from Windows XP to Windows 7; re-organization and updating of shared support documentation (SharePoint).

Hewlett-Packard, Canada 2006 -2012

Enterprise Services Americas, CIBC Delivery Applications

Programme Manager, Technical Analyst, Business Analyst

Developed reporting methods and procedures for a large (80 person) Application Support group to meet the requirements of the Client (CIBC) as well as internal reporting structures for capacity, revenue, costs and forecasts.

Recommended strategic adjustments after working with all support team leaders to monitor business performance effectiveness.

Analyzed and presented the above-noted metrics, as well as producing ad hoc reports and conducting information gathering to satisfy CIBC requests and HP management.

Toronto Star Newspapers (TORSTAR) 1998 – 2005 (re-hire)

Finance Department, Data Operations

Shift Supervisor - Senior Operator

Responsible for the Mainframe Operations portion of the Computer Centre reorganization which involved the installation of new servers, enterprise printers, communications equipment and mainframe upgrades including designing and updating the cabling, power and heat distribution. The project was delivered on time, within budget and with no disruption of service to the user community.

Supervised day-to-day operations of the Computer Centre and staff of eight.

Oversaw scheduling and long range planning.

Managed the re-organization and upgrading project of the Mainframe Operations portion of the Computer Centre facility and equipment: expansion of facility, redesign of mainframe, server and communication hardware layout, updating of the cabling, power and heat distribution.

Organized all hardware installations: Sun, HP and Dell servers, high-speed enterprise printers and various peripherals to limit interruption of services.

Trained and upgraded operations staff in the use of new mainframe equipment, software and procedures.

Support specialist to a primarily mainframe/enterprise oriented staff to updgrade their competence on PC and network hardware and applications.

Liaison between staff and management during technology changeover.

Saudi Aramco 1991 - 1998

Business Services Department, Geology Division

Consultant

Modernized an existing outmoded and disorganized IT infrastructure; upgrading it to ITIL business standards. Accomplished by quantifying present and future user requirements; building consensus to create IT standards for various divisions (engineering, administration, geology, etc.); working with suppliers in Saudi, the US and the UK to acquire the appropriate hardware and software; developing project time lines and delivery schedules; streamlining clearance with Saudi customs; and enforcing standardization. (Significant savings were realized by eliminating the purchase of inappropriate equipment and attendant shipping costs as well as time pointlessly spent expediting customs clearance.) Provided upper management with the statistical reporting required for making sound business decisions.

Conducted needs analyses; developed equipment definitions and requirements.

Advised Technology Division (Strategic Planning) on technology trends and enterprise requirements including workstation hardware and enterprise software.

Saudi Aramco (cont.)

Set product standards and compatibility requirements.

Negotiated with product representatives in Saudi, the US and the UK for pricing and discounts, delivery schedules, excise duties, warranties, specialized product configurations and software modifications.

Organized the disposal of strategic technology (Cray Supercomputer) under the

auspices of the US State Department, the US Military, the Saudi Ministry of Commerce and the Saudi Military.

Designed and created an inventory database within Oracle including a product catalogue, configuration definitions and inventory tracking system with standard queries and management reporting using SQL.

Instructed Saudi staff in best business practices, particularly purchasing.

Trained Saudi staff in common PC related software packages.

Server administrator for OS/2, Windows NT, Apple OS.

Developed and taught adult courses at evening classes in Aramco’s Adult Continuing Education Centre in Windows, MS Office: Word, Excel and PowerPoint.

Toronto Star Newspapers (TORSTAR) 1983 – 1991

Corporate IT, Information Centre

Development Group Analyst, Information Centre Analyst, Trainer/Analyst

Developed the Information Centre (IT help desk) at the Toronto Star; a new group, arising from the needs of users dealing with the newly available technology (PCs and networking). Provided hardware, software, support and training for entire company. Expanded the group to include client support analysts and additional information centre analysts as well as consultant application trainers. This facilitated the transition to a computerized work environment enhancing efficiency.

Supervised six Client Support Group and Information Centre Analysts.

Worked with client departments to assess technical user needs and requirements.

Provided the evaluation, recommendation, acquisition, installation and third level technical support of software and hardware options.

Strategic planning for corporate direction in PC user needs, acquisitions and training.

Ethernet, Apple Talk, Novell Netware and Token Ring system planning, implementation, testing and support, PC to mainframe and PC to Mac communication link evaluation, implementation, testing and support.

Designed and implemented in-house training programmes for corporate PC applications (Lotus 123, MultiMate, WordPerfect and Microsoft Office products).

Instituted, negotiated and administered third party hardware maintenance contracts for all PCs, peripherals and mainframe terminals.

EDUCATION

February 2010 Business Analyst Crash Course - Noble Inc.

February 2007 ITIL Foundation Certification

October 2004 Windows Server 2003 Certified Professional - Learning Tree International

May 2001 OS390 Skill Pac - ProTech

July 1990 Apple Administration and Network Support - NetStrategy Inc.

September 1989 OS/2 HandsOn Workshop - Learning Tree International

May 1988 LAN Technology - Crowntek Business Centres

July 1987 Computers and Training - National Computer Training Institute

July 1983 Computer Programming Technology - CDI (Control Data Institute)

Diploma – Programming Technologies

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