The Salvation Army in Canada

Provide strategic direction to Service Desk, IT Service Management and Productivity teams supporting 12,000 staff.
Develop and own the ServiceNow business roadmap to expand internal and organizational capabilities.
Partner with department heads to educate on Enterprise Service Management in an effort to improve employee experience.
Established the toll-free phone support within 6 months and increased monthly CSAT average from 80% to 95%.
Built an ITSM team to drive adoption of ITIL best practices; re-designed Change Management and implemented Configuration and Problem Management.

Director, Service Delivery & Productivity

Managed Service Desk & Desktop Support operations across Canada and Bermuda territories.
Expanded the team to include Team Leads and bilingual technicians.
Developed Incident Management Guidelines.
Developed monthly operational report.
Introduced CSAT and NPS.
Purchased Udemy licenses and increased technical knowledge of the team by designing and assigning learning paths.
Coached and mentored Service Desk staff.

Service Desk Manager

BGIS

Reporting to Senior Director, IT Operations, provide vision and leadership to Omni-Channel Service Desk Tier 1 and Tier 2 teams supporting a client base of 7000+ across North America. Oversee Incident, Change, Problem and Asset Management. Effectively utilize lean principles to streamline process and eliminate waste.

Manager, Service Desk

Managed Enterprise Service Desk operations ensuring optimum resource and service levels through active queue management, incident and problem management, and quality call monitoring. 
Coached and mentored 15 direct reports; highest score among People Managers on Annual Employee Satisfaction Survey; 3 reports promoted.
Improved SLA and KPI metrics (GOS, FCR, CSAT, Cost Per Call); improved AHT (Average Handle Time) by 1.5 minutes across all direct reports within 2 months.
Identified cost reductions and led continual improvement initiatives. Analyzed top call drivers and created SOPs based on findings. 
Partnered with other support teams and vendors to identify right-to-left opportunities and improve support flows.
Standardized processes through policy documentation. 
Actively promoted team building and teamwork to increase employee engagement.

IT Operations Team Manager

Managed performance of 15 direct reports.
Led daily team huddles on new and outstanding issues, projects, and previous day's stats.
Proactively handled high priority incidents and requests and escalated to appropriate support teams with a focus on Executive support.
Took over difficult calls from analysts and ensured VIP clients received prompt service.
Interviewed and hired candidates for job openings.
Monitored quality through call, ticket, and CSAT evaluation and coached in areas of improvement.

IT Team Lead/People Manager

Co-Led a team of 120 Service Desk Analysts across 2 locations supporting Corporate, Retail, and Wealth lines of business.
Assisted in the largest digital transformation in the bank; identified opportunities for the Service Desk and recommended solutions.
Developed a Customer Satisfaction (CSAT) process to enable tracking and follow-up on positive and negative customer reviews and identify trends, increasing CSAT to 90%.
Ensured Service Desk readiness to support software and hardware updates; provided input and specifications to project team.
Coordinated and chaired staff meetings.

IT Team Lead

Developed and managed problem escalation process for TD Wealth Management users.
Minimized direct escalations by 15% and decreased analyst workload by 20%.
Proactively monitored incident handling by analysts and support teams and coached in areas of improvement.
Trained 30 analysts on escalation process to ensure consistent service and client satisfaction.

Escalation Focal/Team Leader

Led Service Desk operation on Deutsche Bank, AT&T, and TD Bank accounts.
Trained 50+ analysts and 3 Assistant Managers in India for Global Resourcing transition.
Created and implemented action plans to improve customer satisfaction from 86% to 95% which were applied on other accounts.

Service Desk Team Leader

TD Bank Group

Provided technical support to corporate clients over the phone with focus on software, hardware, network, and security problems.
First analyst to achieve 100% on 15 consecutive call quality evaluations.
Documented problem details in ticketing tool and routed to appropriate 2nd and 3rd level teams.
Tested company’s new VPN software (TD Employee Windows 3) and made recommendations.
Trained new analysts and provided formal feedback to management.

Service Desk Analyst

A committed leader with 20+ years of IT Operations experience across multiple sectors including Telecommunications, Fintech, Property Management, and Non-Profit. Known for excelling at service design, building high-performance teams, and implementing best practice methodologies and continuous improvement programs. Proven track record of leveraging extensive customer service acumen to increase customer satisfaction and loyalty.  

AREAS OF EXPERTISE:

- Service Desk Management
- IT Service Management 
- Project Management
- Team Leadership & Development
- Process Improvement/Optimization
- Customer Experience
- Microsoft Service Adoption 
- Employee Engagement

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