Objective

Secure a challenging leadership position in an IT Management, Data or Call Center environment at the director or manager level. This position will offer an opportunity to solve business problems using creative, innovative thinking and technical solutions with a focus on improving service delivery and customer satisfaction.

Overview

Results-oriented IT infrastructure, call and data center, operations professional with an extensive background of 19 years, across a number of industries including Oil Gas, Managed Hosting/Services, Retail, Hospitality and Automotive, focused on developing and implementing operating strategies, technical platforms, and solutions that enhance internal/external customer experience. Specialize in leading cross-functional teams to effectively align IT service delivery and call center operations with corporate strategy, leveraging a wide range of human and capital resources, improving processes, and ensuring achievement of service deliverables. A proven record of delivering projects on-time and under-budget. A strategy that includes implementation, of industry best practices. Strategic thinker known for building, managing, and motivating talented teams focused on the continuous delivery of top quality products and services.

Areas of Expertise

• IT Operations Management, Infrastructure Management/Data Center including small to large enterprises ,
• Integrator, Call Center/Help Desk Implementations, Operations/Management,
• Help Desk/Call Center tracking software Magic, Heat, Remedy ,
• Client Services, Project Management, Delivery Services, Root cause/problem ITIL/SOX,
• PBX, VOIP, Call Pilot Voice Mail implementations
• ACD/Call Center software design, setup and call routing Prelude, Cinphony ,Symposium, Prairie Fyre, Cisco Solutions
• POS Point of Sale , Credit/Debit transaction
• ERP Implementations SAP/Peoplesoft/Retail ERP
• Budgeting Cost Control
• Quality Assurance
• Staff Modeling
• Operational Effectiveness
• Startup Operation
• Strategic Planning
• Process Development
• Performance Management
• Team Leadership
• Metric Development
• Land Management/Measurement/SCADA applications
• Advanced knowledge of Managed Hosting/Services and Outsourcing
• Advanced understanding of all Cisco technology, including security, protocols, routing, switching, wireless and management tools
• Advanced understanding of Data Center architecture/operations
• Advanced understanding of Microsoft Server operating systems, including active directory, DHCP, DNS, IIS, Terminal Services, Exchange, SQL
• Advanced understanding of backup and recovery solutions including SAN/NAS/Replication and mirroring
• Advanced understanding of telecommunications, including PBX, VOIP, PRI
• Intermediate understanding of VMware, ESX, ESXi,

Professional Experience

Confidential

Director of Network and Technology Services

• Fort Bend is the 7th largest school district in the state of Texas. It services some 70,000 students and employs over 8000 staff which are distributed over 70-75 locations throughout the county.
• Provided, senior leadership, for all aspects within technical operations. Including, a central data center comprised of 150 plus HP servers, desktop support supporting 25,000 plus HP/Dell PC's, Cisco voice/data networks with approximately 9000 devices supported, across more than 70 locations, and service/help desk. Architected solutions, that, improved current technology, service delivery, and operations. Aggressively managed the departments 2.4 million annual budget, closely monitoring all purchases. Managed, the districts state e-rate funding. Negotiated vendor contracts, and assessing RFPs/RFQs for board approval. Managed a team of 40 personnel, which, included 4 line managers. Partnered with, multiple internal departments on project execution.

Major Accomplishments:

• Established the district's first service desk, ensuring prompt resolution of all technical issues.
• Saved 400,000 in just the first year after re-architecting a new desktop solution.
• Enhanced IT operations by standardizing measurable departmental metrics and creating service level objectives for service delivery, reducing response- and issue-resolution times.
• Completed major upgrade to district VOIP telephone system , delivering increased capability and features
• Implemented district wide emergency call out system that allowed immediate notification to district personnel and the community

Confidential

Call Center Manager

• Recently acquired by SUNGARD Availability Services, VeriCenter is a 72-million managed services, application hosting, and IT infrastructure company
• Directed daily operations, and strategic improvement efforts for, 2 - 24X7 managed hosting/services contact/call centers in Houston and Atlanta, providing world-class customer service to both internal and contracted clients. Managed annual budgets of 1.5 million covering human and capital needs, for voice services, telephony, software, and vendors. Developed and documented call center standards, policies, and procedures, maintaining an open internal environment that encouraged feedback and change. Assisted with, business development efforts by providing technical reviews and customer surveys.

Major Accomplishments:

• Documented and implemented call center standards, policies, procedures and processes under the ITIL framework
• Designed and implemented staffing model
• Participated in project teams to restructure central ticket system Remedy to align with operational work flow
• Participated with account executives, service assurance, service delivery and technical account mangers in customer reviews and meetings
• Ensured communication with internal teams was consistent and open
• Designed and implemented the company's first quality assurance program for call center management system was adopted enterprise-wide.
• Improved customer satisfaction from 85 dissatisfied to 90 very satisfied, stabilizing retention and revenue.
• Significantly reduced expenses and improved service by re-structuring, relocating, and rebuilding the Houston contact center, completing the project within 45 days, which was 60 days ahead of schedule and under budget.
• Improved employee performance and satisfaction with a new staffing model as well as manageable metrics tied to individual performance plans.
• Key contributor in restructuring of the central ticket system Remedy to better align with operational workflow.
• Completed the replacement of Siemens Rolm telephone system with a Nortel Option 61/Symposium

Confidential

Information Technology Operations Manager

• Liquidation World is a publicly traded company that liquidates consumer merchandise through 117 outlets across North America and also provides store-closure sales management. Liquidation World opened its first retail outlet in 1986 and is now the largest liquidator in Canada.
• Directed daily operations of information systems which included a central data center with approximately 30 servers, LAN/WAN spread across, 142 sites with approximately 300 routers and switches, 400 point of sale devices, 600 wireless access points and devices, 400 PC's, a central NOC and service desk. Developed short and long-term goals, that increased performance and raised usage by the client community. Managed 2 million budget governing data center, servers, network, LAN/WAN, POS, and business applications. Negotiated pricing and contracts for IT infrastructure, internal users, and service desk software Open Pursuit . Ensured optimal employee performance within rigid ITIL and SOX frameworks.

Major Accomplishments:

• Design, implement, and manage all projects relating to information system and align those technologies with the corporate business plan
• Promote information systems service team to client community
• Review service levels and negotiate contract arrangements with internal business units
• Procure all hardware and software for information systems and business units
• Implementation of Service Desk Software Pursuit by Marval
• Negotiate all pricing and manage all vendors providing products and service for the I.T. infrastructure
• Evaluate and review employee performance
• Develop and implement short and long terms goals for I.S. team
• Worked with ITIL/SOX framework.
• Improved alignment of service delivery with corporate objectives by spearheading multiple key projects.
• Directed 15 million project that upgraded central data center, LAN/WAN, wireless network, ERP total Retail/Magstar , POS, Credit/Debit terminals and barcode scanning technology to all 135 plus site locations.
• Project was completed 90 days ahead of schedule and under budget by approximately 2 million.
• Negotiated cost-plus contracts with vendors that significantly reduced purchasing and operating expenditures in excess of 30 percent.

Confidential

Guest-Tek is the world's largest provider of IP based technology solutions for the hospitality industry

Corporate Information Technology Manager

Led IT operations for corporate head office, overseeing data/voice infrastructure that included PBX and voicemail systems. Maintained technology alignment with business strategy throughout significant internal change. Developed corporate IT budget, policies, and security systems.

Major Accomplishments:

• Managed corporate data/voice infrastructure, including PBX and voice mail systems
• Developed and managed corporate I.T budget
• Development and implementation of I.T. policies, administration and security
• Re-location of corporate head office
• Designed power, data, voice, data center and call center for new office location, which included design and set up of call center software and call routing
• Designed, upgraded and implementation network infrastructure which included VOIP telephone system Mitel 3300
• Aligned technology implementation with business strategy
• Oversaw IT aspects of corporate relocation, developing and implementing designs for power, data, voice, data center, and call center that successfully completed project with no unplanned interruptions.
• Designed, regularly upgraded, and implemented network infrastructure that included VoIP telephone system.

SI SYSTEMS

IT outsource/recruiting company, contracted to implement/integrate help desk and call center operations.

Consultant

Coordinated design, development, and implementation of help desks and call centers for clients across a broad range of industries. Evaluated existing systems, partnered with clients to determine requirements, led integration efforts, and provided follow-up guidance to optimize operations. Developed policies and procedures for continued client success. Provided technical and process training as needed.

Major Accomplishments:

• Developed an internal inbound help desk for Plains Marketing, selecting and customizing ticket-tracking software Magic to align with operational workflow, selecting initial desk staff, and developing processes.
• Oversaw completion of an existing project to integrate extended regional help desk into central help desk for Calgary Health Region, managing data migration, re-designing tracking software Heat to accommodate additional work, implementing an auto ticket generator, and evaluating feasibility of a self-service web portal.
• Managed project to upgrade an existing help desk for Golder Associates, improving operations by standardizing processes and updating call tracking software TracIT .

Confidential

• Northwest Digital acquired by TELUS, was a small IT outsourcing company that provided infrastructure management and services to external clients.
• TELUS is a major Telco company providing voice, data and hosting services across Canada
• Strategic Solutions Manager
• . As Strategic Solutions Manager for the TELUS Business Solutions project, worked with TELUS account representatives and identified client business needs as it pertained to LAN/WAN infrastructure.
• By understanding the business requirements, designed and architected IT solutions to meet the clients' business needs.
• Prepared ROI, TCO, and cost/benefit analysis on designed solutions.
• Presented solutions to the client.
• Provided consultation to clients on TELUS services.
• Responded to client RFPs.
• Worked with the project/support team to develop implementation and training schedules for deployment. Ensured solutions were delivered.

As Manager, Network Facilities Management TM, functioned as full profit center manager for a 10 person business unit providing network, facilities and infrastructure monitoring/management and support for external clients.

• Developed, implemented, and restructured new and existing operational policies, procedures, and systems for TELUS Managed Technology Solutions N FM service offering.
• Assisted Project Lead with development, implementation and delivery of md3 methodology standards to client environment which included new installs, upgrades, and deployments.
• Coordinated all escalated issues.
• Performed trend analysis and root cause problem determination.
• Provided HEAT design, programming and administration.
• Assisted Sales Marketing team with business development and delivery of RFP, proposals and contracts.
• Participated in business planning process.
• Defined requirements for manpower, training plans and delivery support facility.
• Approved delivery costs and commitments for contracts.
• Developed, implemented and monitored metrics.
• Performed line management of all delivery staff including availability, utilization, performance appraisals.
• Recruited, interviewed and made job offers where appropriate
• Tools and technologies used for this work were: NT, Exchange, SQL Server, Citrix, HP Openview NNM, Intel LANDesk, and Nx/Openroute firewall / VPN .

Major Accomplishments:

• Provided senior technical expertise that allowed the consistent development of advanced solutions to meet clients' business needs.
• Oversaw multiple key projects, including development and implementation of md3 methodology standards within client environment.
• Key contributor in restructuring of the central ticket system Heat to better align with operational workflow
• IBM Global Services
• IBM Global Services is one of the leading outsourcing companies in the world
• During my tenure with IBM Global Services I was assigned to several projects and accounts, they are as follows
• IMAC Coordinator
• Provided co-ordination and provisioning of all business requests received from Alberta Treasury Branches.
• Maintained a liaison with the ATB management team, hardware/software vendors and the service delivery teams.
• Performed all requirements of provisioning, asset management, and co-ordination of the service delivery teams as it related to installation, deployment and implementation.
• Developed and reported weekly and monthly IMAC metrics to upper management for billing purposes.
• TransCanada
• Project Lead
• Project Lead for the implementation of 'SINE', connectivity of all IBM employees's to the IBM Global network.
• Performed all requirements of certification, deployment, implementation and transition. This included the formulation of the deployment/implementation plan, creation of the deployment schedule, and preparation of the SOW.
• Participated in co-ordination and training for all operational support groups.
• Assisted the problem/change management group with transition. Scheduled and supervised the implementation team.
• PBS Financial Systems Inc ,
• PBS is a major supplier of computer software and hardware to the automotive industry world wide
• Call Centre Manager I was directly responsible for creating and growing PBS's call centre from 4 agents to 20 to 25 agents.
• Developed and implemented call centre policies and procedures implemented 1st, 2nd, and 3rd level tiers.
• Established objectives for call response times and implemented procedures and measurement tools to meet objectives with a focus on customer satisfaction.
• Evaluated the existing tool set and developed a plan to re-engineer and re-tool in an effort to meet the ongoing business requirements.
• Responsible for the review of all installation requests and inventory control, and the co-ordination of all technical, call centre and warehouse personnel.
• Participated in the recruiting process and staff performance appraisals.
• Responsible to the budget allocated to the department and participated in the construction of the yearly business plan.
• Assisted the Sales and Marketing team with business development.
• As Project Manager, assisted the development team with design and testing of Visual Basic/Access application software.
• Additional duties included project scope, liaison with manufacturers to determine interfaces and established project timelines.
• Researched and developed hardware requirements for end user rollout.
• Developed a national strategy for roll out and training which included implementation, installation and call center staff.

EDUCATION / PROFESSIONAL DEVELOPMENT

• Wilson Learning Seminar Bryan Tracy Seminar Novell Administrator, Netware 3.12
• Microsoft Office Basic Intermediate Microsoft Outlook Introduction Advanced
• McAfee Help Desk RSA Security Seminar's, Enterprise Web HP OpenView Sales Boot Camp
• Sun Competency, Workgroup Product Training Enterprise Product Training

Technical Experience

Desktop:

Hardware:

Server Operating Systems:

Networking:

Telecommunications