HP Advanced Solutions September 2009 - September 2015I have been an IT manager for 15 years. One of the most important and difficult lessons I've learned during this time is how to create a high-quality working atmosphere for the group of employees I supervise. This area is not only where I excel as a leader, but it is also the area I most enjoy. As a manager, I love to get results—whether it's a challenging project, hiring, training, or designing incentive programs for employees.
• Strategic Vision & Planning
• Project Management
• IT Support Management &Leadership
• Team Building & Performance Growth
• Competitive Negotiations & Vendor Relations
• Process Redesign & Optimization
• Budgeting & Forecasting
• Infrastructure Development
• ITIL Best practices
• Quality Assurance
• Disaster Recovery
• Networking Architecture
• Managing KPI's, SLO’s and SLA's
• Change/Situation/Problem/Incident Management
Canadian Northern Shield, Vancouver, BC Canada January 2007 - August 2009Reported to the IT Director and subsequently, VP for Business Development. Managed and directed all aspects of operations of the ISD (Information Systems) department and supervised 15 employees and an operating budget of $1.5 million. I was accountable for the design and implementation of IT support and escalation processes, problem, situation and change management.
E-Care Contact Centres, Surrey, BC January 2004 - July 2007Reported to the executive IT Director in Winnipeg, orchestrated and accomplished all aspects of IT operations in Surrey, BC. with staff consisting of 14 direct reports. Project management responsibilities included merger and integration of the call centre and upgrade of the telecommunication system.
Successfully accomplished mandate to build a strong, solid and self-sufficient IT department by effective reorganization and restructuring of the group and hiring of quality staff.
Directed and succeeded with the integration and expansion of the call centre, consisting of 150 agents, supporting the new data centre with a “no down time move plan”.
Sourced for and implemented the use of new high performance HP switches to accommodate the requirements including the A/P and Finance groups resulting in improved and faster Great Plains access and scheduled report runs. Great time savings was achieved with a scheduled 6-hour processing for a scheduled report, now down to only 45 minutes.
o ITIL (Information Technology Infrastructure Library)
HP Advanced Solutions
2013 - at Present (5 years) British Columbia
CISSP (Certified Information Systems Security Professional
2009 - 2009
Associate of Microcomputer Service and Support Diploma
1997 - 1999
(2 years) Ontario
Object Arts, Microsoft Authorized Technical Education Center
1996 - 1997
(1 year) Ontario