Giuseppe Sgandurra

905-***-****

acu7qb@r.postjobfree.com

*** *** ******* *****, ******, ON, L1R 2S5, Canada

http://ca.linkedin.com/in/josephsg

A dedicated, results-driven IT professional with over 25 years of experience working for and with Fortune 500 companies. Expertise in optimizing business operations and managing customer relationships at the executive level. Career-focused with a passion for technology. Highly motivated performer delivering exceptional results. Proven ability in leading teams, projects and technical implementations. Departmental and managerial leadership and team building experience. Exceptional communication skills; a natural public-speaker. Extensive background in infrastructure architecture, consulting, support, operations, Cloud / Data center services and IT training.

Skills Highlights:

Leadership: Data Center/Cloud Operations Management; Customer Support Services Management; Infrastructure Consulting Services Delivery Management; Program Development and Delivery Management; Off-Shore Services Delivery; Project Delivery Management; Talent Management; Training and Skills Management; Vendor Management; Senior Leadership Advisory Services; Technical Sales Support; Engagement Management; Initiative/New Service Development; Client Relationship Management; Business Development; Service Integration; Vendor Mansgement

Experience across Canada’s Fortune 500 customers, delivering on their IT needs - Financial Services, Energy, Telco, Public Sector, Transportation, Medical Services, Retail and Manufacturing businesses.

* Business Strategy * Business to IT alignment * Desired State/Envisioning * Project/Engagement Management

* Infrastructure and Operations Delivery expertise * Problem Management/Critical Situation Management

* Lifecycle Planning and Management * High degree of Business Acumen * Business Development * Pre-sales and post-sales consulting * Client Relationship Management * Strong documentation skills * Strong interpersonal and communication skills * Experienced Global Delivery Management * People Management * Strong leadership skills *IT Service Management Subject Matter Expert * Organizational and Operational Continuous Process Improvement

Professional Experience:

Loblaw Companies Ltd.: Brampton, ON

Sr. Manager, Centre of Excellence – Service Integration And Management 2/16 – Present

Oversee all SIAM accountabilities (defined in previous role)

Assess all Service Delivery initiatives with managerial oversight of specific and strategic / enterprise projects

Review all Service Delivery processes (Portfolio, Change, Incident, Problem, Release, Supplier Management) and identify existing gaps

Define, implement and manage cost effective Service Improvement programmes

Provide senior IT leadership with Service Quality reports

Benchmark delivery teams and vendor performance

Define and implement Service Innovation to meet both immediate and future needs

Assess and improve existing process and governance models including enforcement

Maintain ownership and oversight of principle outsourcer’s deliveries and accountabilities

Measure performance against established metrics and contractual SLAs / KPIs of all vendors

Define, create and manage Service / Vendor Dashboards

Support Loblaw’s business objectives across various IT initiatives delivered by internal and vendor teams

Provide ROI and TCO assessment of vendor solutions and deliveries

Continuously research, identify and implement Best / Commonly Accepted Practices as appropriate

Interface with various IT teams (Architecture, Solutions Design, Delivery, Support, PMO, Infrastructure, etc.)

Sr. Manager, Service Integration And Management (SIAM), Project Delivery 9/15 – 1/16

Define, design, implement, and support SIAM project delivery

Management and oversight of multiple projects and phases supporting SIAM services

Gather and create business and user requirements

Assess IT Service Improvement benefits

Escalation point for vendor delivery

Support Senior IT leadership with ad-hoc reporting and analysis

Analyze and manage SIAM delivery budget, schedule and scope

Create, manage and deliver the Organizational Change Management (OCM) plan and participate in OCM forums, as required.

Manage the delivery of SIAM strategic initiatives - drive stronger Incident Prevention; timely Incidents Resolution

Accountable to develop Shift-Left approach for Incident and Problem

Define and develop Information Technology Operational Analytics

oAnalyzing Major Incidents, Root Cause Analysis and assessing capabilities for improvements,

oImprove IT service to the business

oImprove IT efficiencies

Navantis Inc.; Toronto, ON

Director, Service Delivery and Excellence, Managed Services 5/2013 – 5/2015

Provide leadership and vision for the IT department include strategic planning of information systems

Develop strategic direction for the IT Service offerings including onboarding, sales and marketing plans

Direct all datacenter and supporting system deployment and maintenance including all managed client systems and environments

Created/negotiated/managed, SOW’s, Support Agreements, Hosting Agreements, Cloud Services Agreements and associated SLA’s

Manage IT training for IT staff members and client training

Create operational policies, procedures, standards, guidelines and best practices using ITIL framework

Recruit, hire and train IT support, consulting and operational staff

Direct department meetings with staff leads and managers to ensure continuity of information systems support and goal attainment

Accountable for project completion by ensuring resource coordination; client timetable; consultants and data center support staff availability

Provide direction for a global team of eighty four support and delivery professionals

Providing operational advisory services to large corporations, improving their IT operations execution

Create financial forecasts, expenditures and annual budget

Accountable for Practice P&L

Assess new innovative technologies, mission critical systems, security, communications and business continuity

Identify new business opportunities based on evolving technology trends

Accountable for all C-level project escalations

Oversee external partnerships

Manager, Service Delivery and Support 8/2012 – 5/2013

Manage datacenter and supporting system deployment and maintenance including all managed client systems and environments

Create operational policies, procedures, standards, guidelines and best practices using ITIL framework

Provide Project Management services for large infrastructure and software solution deployment projects

Oversee operations and support activities for all Navantis’ Managed Services clientele

Manage Infrastructure Consulting and Delivery team

Manage Customer Support teams

Providing operational advisory services to large corporations, improving their IT operations execution

Negotiate SOW’s, project deliverables, WBS, schedules and all aspect of Managed Services project deliveries.

Microsoft Canada Inc.; Mississauga, ON

Sr. Consultant – IT Operational Consulting 1/2011 – 7/2012

Contributor to Microsoft operational tool deployment, deigned to assist enterprise customers with Microsoft software solutions’ operation and maintenance guidance, processes and procedures

Canadian process lead for server virtualization strategies, including compete, plan, deploy and support solutions for customers

Involved in strategic business to IT alignment

Consulting on Service Integration initiatives

Assisting customer in developing Outsourced Vendor Service Integration Management

Providing operational consulting to large corporations, improving their IT operations execution

Providing technical, process planning and guidance to customers

Enabling IT delivery management through tooled solutions utilizing Microsoft System Center products

Analyzing customer operations and support operational process and to determine potential efficiency and cost improvements

Implementing best practices and compliance, using ITIL and MOF frameworks

Assisting customers to define and implement SLAs, OLAs, KPI’s, CSF’s to achieve superior delivery

Identifying areas for procedural improvements and implementing appropriate action steps towards goal attainment

Principle Technical Account Manager 9/2003 – 1/2011

Lead role in supporting multiple large Financial Industry customer(s) (Scotiabank, BMO, ManuLife, RBC), with all their Infrastructure, software and operational support requirements

Answering technology questions from VP and SVP level as well as client technology leads

Identify, resource and oversee appropriate Microsoft experts to deliver on all support and consulting opportunity identified during normal operational activities

Act as client’s advocate within Microsoft organization – Deliver Client Relationship Management needs

Represent customer in multi-vendor Service Delivery model

Analyzed customer operations and support processes, to determine potential efficiency and cost improvements.

Provided technical, process planning and guidance to customers

Subject Matter Expert for development, implementation and training regarding World Wide Services tool set for consulting and support services contract creation, management, negotiation, time tracking, customer billing, etc.

Ensured ongoing, transparent communication with CIO/CTO/Sr. Management/internal and external key stakeholders

Principal contributor of Technical Leadership Council, determining direction and process utilized within the Services organization in Microsoft Canada

Involved in determining and implementing the Microsoft Canada Premier strategy at a regional and national level

Customer support advocate; Primary voice for customer during critical support issues requiring escalation within Microsoft organization, including presentation and communications with senior executives and management

Critical Situation Management; primary conduit for all resource deployment, activity, action plans

Assisted customers in determining necessary service level targets

Ensured ongoing operational function in global environments while balancing ongoing maintenance and new project implementation(s)

Driving operations to meet business objectives

Mentoring junior team members

Career Advisory Board (CAB) panelist; reviewed Microsoft Services employee for career advancement readiness and propose recommendations for career development and next steps for individuals presenting

Technical Advisory Board (TAB) panelist; reviewed technical competence for candidates coming to CAB

Problem Management; ensured proper execution of activities to determine root cause, trend analysis, and mitigation/avoidance steps, introduced procedures, as needed

Role Readiness Team; leadership role, in collaboration with team to determine readiness needs for TAM role

Contributed in World Wide implementation of next generation incident management process and tool set

Sr. Technical Account Manager 1/2001 – 9/2003

Hired as a Dedicated Technical Account Manager assigned to one of Canada’s largest five banks; 100% allocated to a single client as their Support Advocate

Worked with Outsource Provider to ensure Support Service Integration activities were defined and delivered across multiple vendor solutions/scenarios

Provided five years of advice and oversight for infrastructure support consulting needs with all their enterprise and global infrastructure, software, operational and support needs

Act as customer’s voice during critical support issues requiring escalation within Microsoft organization, including presentation and communications with senior executives and management

Analyzed customer operations and support process to determine potential efficiency and cost improvements.

Ensured regular communication with CIO/CTO/Sr. Management/key stakeholders

Ensured continued operational function in global environments while balancing on-going maintenance and new project implementation(s)

Managed client “war-room” situations

Incident Management; ensured all necessary resources are engaged in a timely fashion

Ensuring positive account growth, moving from one (1) committed FTE to two and one half (2 ) assigned FTE resources

Internal Contributions:

oMicrosoft Critical Situation Management; primary conduit for all resource deployment/activity/action plans/etc.

oTechnical Analysis; strategically analyze the risk, benefits, and opportunities of various services and solutions on a regular basis

oDelivered MOF training for every TAM in Canada. Achieved average 80% pass rate on first attempts

InQuent Technologies Inc.; Toronto, ON

Microsoft Technology Architect 6/2000 – 12/2000

Involved in strategic business to IT alignment

Architecting, designing and configuring a hosted email solution to become a business line, targeted from a starting point of 500,000 subscribers with growth to several million

Extended and supplied email hosting for small, medium and large corporations, as well as private individuals and resellers

Isolated each customer’s data into separate address books and maintained the data

Ensured software compliance requirements and licensing needs

Evaluation of technical staff and development of training profiles

Promethean Consulting; Toronto, ON

Sr. Consulting Architect 4/1998 – 6/2000

Provided technical and process planning guidance to customers

Drove operational improvements to meet business objectives

Implemented messaging platform upgrade

Managed messaging delivery team, serving provincial government agency with 35,000 mailboxes

Designed directory data migration solution for agency

Mentored junior team members

Problem Management; ensured correct activities were executed to determine root cause, trend analysis, mitigation/avoidance steps, and which procedures needed to be introduced

triOS Training Centers; Mississauga, ON

Manager 7/1996 – 4/1998

Managed 35 Microsoft Certified and SCO Certified UNIX instructors

Interviewing, on-boarding, career development and terminating staff, as needed

Developed and delivered curriculum

Owned budget for the training department

Oversaw instructor career development, training and planning for all instructor staff

Price Waterhouse Coopers (Formerly Coopers Lybrand); Toronto, ON

Instructor/ Trainer (Contract opportunity) 1994 - 1996

Developed and delivered training curriculum for COTS and custom computer software packages

Delivering one-to-one solution training and incident resolution for senior executives and Partners

Key technical and knowledge resource for Senior Partners

Awards and Recognition:

Recognized as ITSM Hall of Fame “Thought Leader” by Info-Tech for May 2015.

Recognized as Subject Matter Expert (SME) by Microsoft Canada for IT Service Management Processes.

Recognized as one of two key external resources by CIO of Scotiabank, in their Data Centre General Assembly.

Recipient of 4 Microsoft “Great People, Great Performance” awards by Microsoft Canada Inc.

Nominated and Awarded Subject Matter Expert for internal and IT based processes, Microsoft Inc.

Part of the Microsoft Services Steering Committee for IT Operational Excellence.

Recognized as SME regarding IT Roles and Knowledge Management (RKM); Microsoft Inc.

Education and Training:

Bachelor of Arts; York University; Toronto, ON; 7/1987

ITIL v3 Expert Certification; Pultorak, Loyalist College, 6/ 2011

ITIL Service Masters; ITIL Certification Management Board; 1/ 2004

Certified Technical Trainer; CompTIA; 9/2000

Microsoft Certified Systems Engineer; Microsoft; Mississauga, ON; 9/1997

MOF Certified Trainer; Microsoft Corporation, Seattle, WA, 2009

Management Training; Microsoft Canada – Internal Training; Mississauga, ON, 2009

Critical Problem Solving Identification, Resolution and Technical Approaches, Microsoft Canada – Internal Training; Mississauga, ON, 2008

Annual re-certification of several internal accreditations since 2006, including;

oIT Operations Excellence

oService Management Assessment

oSoftware Update Management

oService Improvement Program

oService Level Assessment

oDesire Configuration Management

oRoles and Knowledge Management

Technology Summary:

Familiarity with the implementation and operation of the following technologies:

oWindows Operating System (client and server)

oWindows Active Directory

oOffice 365

oMicrosoft Dynamics CRM

oMicrosoft SharePoint Server

oMicrosoft System Center (SCCM, SCOM, SCSM)

oMicrosoft Exchange Server

oMicrosoft Office Suite (Word, Excel, PowerPoint, Outlook, Visio)

oMicrosoft Project

oMicrosoft Hyper-V

oLAN / WAN

oCLM systems

oRemedy (ITSM)

oSAP Business Objects

oRSA Archer

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