About Me

Information Technology professional with over 10 years of IT Industry experience with superior knowledge of Problem Management, Incident Management, ITIL Service Management, Change Management and Project Management.

Demonstrated experience working in and building critical service desk environments for large clients and have strong knowledge of all layers within an IT environment. Deep exposure to multiple aspects of Service Management including Service Design, Service Transition, Service Operations and Continuous Improvement. 

Excellent communicator with impeccable interpersonal skills and able to leverage technical and business acumen to communicate effectively with  stakeholders.

Recognized for ability to build key relationships with a customer focused, process driven and results oriented approach.

Work experience

Work experience
May 2009 - Present

Service Desk Manager - Service Delivery

Accenture Operations
  • Manage the development and implementation of standards, processes, and systems required to deliver high quality and consistent support.
  • Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong customer relationships.
  • Assess account performance through various statistical and reporting methodologies. 
  • Develop processes to monitor trends based on customer calls, issues, queries and recommend ways to improve the quality of technical service as well as reducing repeat incidents.
  • Escalate issues as needed and maintain communication with customer and technical teams. 
  • Independently design staffing schedule to ensure accurate coverage based on volume patterns.
  • Conducted monthly and quarterly Metrics Reviews, consult and review significant contract issues and change requests to the scope of services.
  • Manage & reduce costs of standard offerings, assets, processes, technologies, licenses, facilities and subcontractors 
  • Work with delivery leaders to optimize staffing pyramid and cost-to-serve to optimize balance between cost and delivery targets
  • Liaise with other departments in documenting and updating procedures for disaster recovery and business continuity efforts.
  • Drive Continuous Improvement initiatives based on customer feedback and findings
May 2005 - Apr 2013

Service Design and Transition - Service Delivery

Accenture Operations
  • ITSM process integration that included full assessments, design, planning, implementation and roll out
  • Delivered IT Services Management (ITSM) solutions based on ITIL best practices that focused on the people, process and technology perspectives of providing business solutions within the IT infrastructure
  • Manage Change across the organisation with the introduction of new capabilities
  • Manage major work streams of a Transition project (Planning, Knowledge Transfer, Service Management, Technology & Work Environment and Operations Mgmt.)
  • Manage internal/external stakeholders with clear power map and governance structure.
  • Manage budgets, schedule, reporting and communication plan.
  • Maintain detailed RAID (Risk, Actions, Issues & Decisions) log.
  • Support Pre-Sales effort and conduct Due Diligence as required.
  • Clearly define Entry and Exit criteria for Knowledge transfer and Service Readiness
  • Maintain project documentation and handover to Operations/Run/Delivery as applicable.
Aug 2002 - Sep 2003

Technical Support Specialist

Dell International Ltd.
  • Resolve technical queries for Dell customers from the Canada region via Phone, email or chat.
  • Provide training and identify training needs within the group and provide feedback to management. 
  • Provide immediate feedback to new technicians performing outside of established performance criteria.
  • Remain knowledgeable of Dell's product line and current industry products and technologies.

Certifications & Education

Jun 2015 - Present

PRINCE2 Foundation

Axelos Ltd.

In Progress

Sep 2014 - Sep 2014

ITIL v3 Foundation

Axelos Ltd.
Jan 2000 - Feb 2003

RedHat Certified Engineer

Red Hat Inc

Linux Systems Adminstration

1996 - 1998

Pre University College

Clarence High School