Professional Summary

IT Professional with extensive years of experience versed in all aspects of IT Operations, Application Management, Production Support, Infrastructure, Desktop, Help Desk, Technical Support, Disaster Recovery. Proven ability to coordinate and lead projects with high degree of effectiveness. Proactive and solutions oriented, with a reputation for ensuring seamless project delivery, leading high performance team and understanding business needs.

Operations Management

Incident Management

Vendor Management

Change Management

Project Management

Problem Management

System Integration

Help Desk / Desktop Management

Risk Mitigation and Management

Project planning and development

Technical Operations Specialist

Root Cause Analysis

Production Support

Quality Assurance

Network Applications

Technical ITIL V3

Help Desk / Desktop Support

Network Support

Testing / VOIP

Excellent solving skills

Self-motivated team player

Brookfield Asset Management - Sr.Executive Support - (2019 – present) / Toronto-Ontario

•Provided Technical Executive support to Hight level executives. CEO, CFO, Managing partners.

•Setup meetings for executives. Webex, teams, zoom and others.

•Keep track of high-level meetings, making sure that there are no issues with the meeting rooms

•Work with vendors to make sure all equipment has the latest software.

•Managed IT equipment for executives, laptop, mobile phone, tablets and other devices.

•Ensured that Incidents and request are completed on time

•Worked with different team to make sure that documentation is up to date.

•Ensured Systems and team meet SLA performance reliability and security objectives.

CIBC - IT Manager, Operations and Application Services - (2016 – 2018) / Toronto-ON

•Managed IT Operations staff, production application Infrastructure and Technical Services Operations 7/24/365.

•Managed outages, Incidents, Problems, and lead the development and execution of restoration plans, conducted by root cause analysis and assigned corrective actions to drive resolution.

•Served as the main point of contact for Incident escalation and coordination for resolving various Production and Non-production problems that cannot be resolved by platform specialists.

•Provided support to the development team with new releases, code changes, fixes, patching, updates.

•Managed operations teams, Service Desk, Incident Management, Mainframe and Production support.

•Reviewed and approved technical documentation from developers and Technical Staff.

•Provided leadership by strategy planning, fostering innovations, planning projects and managing changes.

•Managed vendor’s (IBM/HP/CGI) support delivery and resourcing model according to the contract obligations.

•Ensured trend analysis and coordinated test of the application system to ensure proper performance.

•Established strong business relationships with end users, department heads and other internal stakeholders.

BELL - IT System Operations Manager - (2015 – 2016) / Mississauga-Ontario

•Managed a large Infrastructure Network / managing Voice, Data, Applications and Operations 7/24/365.

•Reduced IT Operations Infrastructure and reduced average contract expenses by using aggressive negotiations with the vendors.

•Coordinated test of the IT Operations / application system to ensure proper performance, and performed trend analysis to pro-actively identify problems before a significant incident occurs.

•Coordinated operations and application upgrades and updates of Server, Network, Hardware and Software components throughout its life cycle by Identifying Hardening opportunities/Risk Assessments.

•Established, maintained and managed vendor support delivery and resourcing model.

•Managed resolutions and Root Cause is documented by vendors (IBM, HP, Dell, Ericsson, CGI and others).

•Managed, Maintained and established large multi outsourcing vendor partnerships overseas.

•Established project control procedures such as WAN/LAN forecasts and cash flow projections.

•Followed internal procedures for change management, incident management and escalation.

•Managed and executed modernization and service road map for the Network Infrastructure.

CGI - IT Project Manager of Operations – (2010 –2015) / Mississauga-Ontario

•Completed a number of Projects, document, track and report all business user's application and business problems, and coordinate with other departments to get them resolved.

•Pilot testing and document detailed instructions MOP's to be follow by the support team.

•Conducted analyst and provide progress through schedule, metric and earned value Measurement analyst.

•Worked effectively in the coordination of certain aspect of projects, established project control procedures such as project forecasts and cash flow projections.

•Developed platform documents including analysis, specifications, and training. Monitored and determine specific project details and create standard and ad hoc reports.

•Identified gaps in the support and recommended new processes that resulted in better Customer Service support.

CGI - IT Executive Support Team - CGI - (2005 –2015) / Mississauga - Ontario

•Provided high level Support for the BELL Executives, President, Senior VP’s and VP’s.

•Provided pager and phone support, associated with off-hours Executive Support.

•Managed multiple high level projects with high visibility, maintained confidentiality on sensitive Projects.

•Managed Incidents and responded to technical issues working on the Root cause with other departments.

•Documented, developed and implemented ideas to make smooth transitions.

•Acted as the key contact for all Executive Hardware and Software upgrades.

CGI - IT Senior Technical Consultant - CGI - (2000–2005) / Mississauga-Ontario

•Successfully completed the IT Infrastructure Support of the new Bell Billing System.

•Developed, implemented and maintained IT technical documentation for Hardware and Software Supported.

•Ensured that all user problems, internal and external are solved within the time frame Specified in the SLA.

•Ensured network, system and data availability and integrity through preventative maintenance and upgrades.

•Responded to user requests for assistance regarding internal application problems and create solutions to user problems of moderate nature to ensure user productivity.

CIT Group - IT Production Support and Technical Operations - (1994—2000) / Burlington-Ontario

•Ensured necessary synchronization with UAT is maintained.

•Managed blueprints, data, manuals and other materials to determine specifications, testing procedures.

•Created comprehensive test plans, test scripts, and use cases to support testing objectives.

•Worked with AUTOSYS and JIL Scripts for scheduling jobs on a UNIX environment.

•Coordinated end to end testing on monthly Releases and day-to-day operations.

•Provided continued maintenance and development of bug fixes and patch sets for existing Web applications.

Education

Diploma – Computer Programming and Systems Analyst

Diploma – Micro-Computer and Business Applications

Diploma – PC and Network Technician

George Brown College, CDI College, Vercore Academy

Certified – ITIL v3 (HP)

Certified – Management Leadership Pathway

Certified – NT – Microsoft

Languages: Fluent English, Spanish – Limited Italian and Limited Portuguese.

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