Management Project Manager

Bilingual Director of IT services with over ** years’ experience in the information technology field. 8 of those years were held in leadership positions with people management responsibilities. Strong analytical skills, problem solving and result oriented individual, known for his leadership qualities both in project situations and in day to day operations. Great motivator who excels in high pressure situations.

Summary of Qualifications:

Director of IT Services

People Management

Program Management

Project Management

Financial Management

Vendor Management

Transition and Transformation

Restructuration of Services

Critical Situation Management

Issue & Risk Mitigation

Professional Experience

Englobe Corp. is a worldwide leader in soil, materials and environmental engineering.

Director of End User Computing and IT relations 10/2014 to date

Responsible for the end user department reporting to the Senior IT Director. Tasked with the creating of the IT end user department from infancy. Englobe was a small company of 400 employees who purchased a large division of Dessau called LVM with 1670 employees.

Responsible for managing IT budget and forecast for our long term budget projections

Spearheaded all new processes between the Infrastructure, HR and Operations departments

Responsible for the Implementation of a new incident management tool

Implemented new change management processes

Hiring of all new IT personnel

People management responsibilities for 9FTE level 1,2 and 3 IT technicians

Employee evaluations and career goal development

Responsible for all approval of all IT purchases

Responsible for all vendor and consultant management working on IT projects

Creation of VIP process for upper management support

Creation and maintaining of all Reporting in line with SLA agreements with other departments

Responsible for hardware and software business need analysis for different engineering and cartography departments.

Contract negotiation and signing for all IT hardware purchases

Responsible for identifying Process improvement opportunities

Transition Responsibilities during the time integration phase between LVM and Englobe

Working as the End User Computing responsible for transition

Created project plan for transition

Worked with vendors on objectives and timelines

Resource assessment & sizing for the new support model

Negotiation of new contracts and changing of old contracts to the new Company

Hiring and management of all IT personnel including Infrastructure, SAP and Architecture team

Tracking of transition budget for the IT department

Dessau. We integrate the science of engineering and the art of construction into sustainable, global solutions for projects that contribute to a better future for our clients and communities.

Director of End User Computing and IT relations 04/2014 to 10/2014

Responsible for the end user department reporting to the Senior IT Director. Was hired from CGI as Dessau had made the decision to do away with outsourcing the IT services and bring them in-house. I was responsible for End User Department and transition activities.

Spearheaded all new processes between the Infrastructure, HR and Operations departments

Responsible for the Implementation of new incident management tool

Hiring of all new IT personnel

People management responsibilities for 13 FTE level 1& 2 IT technicians

Employee evaluations and career goal development

Responsible for all approval of all IT purchases

Creation of VIP process for upper management support

Creation and maintaining of all Reporting in line with SLA agreements with other departments

Responsible for identifying process improvement opportunities

Responsible for setting up and creating all telephony and call recording for agent monitoring

CGI. Business consulting, Systems Integration and IT outsourcing Services

Manager of End User Computing 09/2013 to 04/2014

Responsible for Service desk and Desk side technicians working at a customer site, specifically Dessau. I was brought in to help manage the team, find opportunities for improvement and resolve client dissatisfaction issues. CGI was on the edge of losing the Dessau account due contractual obligation and service level achievement failures.

Responsible for establishing a new line of communication between CGI and Dessau

Establish a list of pain points and come up with mitigation plans

Work on an issues and risk weekly meeting

Work with the different CGI supporting groups to identify process that were harming the account

Examine SLA’s reporting and understand if they were achievable or not calculated properly

People management responsibilities for 21 FTE level 1& 2 IT technicians

Resource assessment & sizing for the current support model

Creation of a “FastTrack” process to help with customer dissatisfaction issues

Work on special projects like Office 2010 migration, software deployment inventory and active directory cleanup etc..

Improve on hardware downtime for end users with limited budget and resources.

Improve working conditions for our technicians

IBM Canada. International Business Machine. 06/2002- 09/2013

Program Manager for EUS Global team. 11/2012- 09/2013

Manage the Global Project Management team for the End User Services tower at IBM Global. Responsible for providing leadership business direction and career guidance to Project Managers. Upholding the End User Services Program and insuring the Project management discipline is updated and maintained. Creating and assisting in reports used for Business operations and our directors. My team transitioned hundreds of accounts.

Team Leader Canadian Help Desk Project Management Global Team 06/2008 - 11/2012

Transition & Transformation Global Team Providing Business direction to a global team of Project Managers situated around the world responsible for transitioning new and existing accounts to the IBM Customer Service Centers located around the world.

Transition - Project Manager 10/2005 - 02/2008

Project Description: Project Manager assigned to different accounts composed of new business and existing accounts. Responsibilities include project plan creation, execution of the plans, customer interface during transition time, Issue and risk logging and travel to customer locations. Responsible for managing Subject Matter Experts on customer sites and reporting to overall Transition Managers on a weekly basis.

Transition Help Desk Subject Matter Expert 06/2004 - 03/2005

Project Description: Subject Matter Expert specifically in reference to Helpdesk knowledge management and best practices. Responsibilities include, knowledge transfer on customer sites, procedure creation, telephony, data analysis training plan creation, training execution, pilot activities, go live activities and reporting to Transition Project Manager daily during transitions.

Technical Support Agent 06/2002 - 07/2004

Assist IBM customers with IT issues. Responsibilities included answering phones from customers including IT professionals to non-technical users. Software issues from configuration repair or even installation advice, also support complex hardware issues on IBM servers and digital equipment in the photo industry. Support end users with kiosk how to for government agencies and also supported point of sale systems from cashiers to back office servers.

Education

Internet Solution Developer - Collège CDI GED Collège, Canada, 2002

DEC Sciences Humaines/Administration - Champlain régional collège 1991

Training

Project management training IBM PMI

Thesis «Designing of a company website », 2002

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