I led the Service Desk Operations, enhancing IT support for 50+ offices and 2,000+ employees. My focus was on improving hardware setup and software deployment. Moreover, I devised a strategic plan for the service desk, prioritizing process optimization to align with company goals and integrate technology across various business units. Among my notable contributions, I: - Led the establishment of a remote IT support system using Team Viewer and Autopilot, while implementing an office-based machine maintenance scheduling system. Successfully navigated global supply chain delays, deploying over 2,000 devices and facilitating virtual work amid the COVID-19 pandemic. - Implemented Absolute and Autopilot security software, automating customer notifications and reducing incidents by 10%. Enhanced deployment efficiency for American users during the pandemic, minimizing laptop downtime. - Consolidated tech deployment to one location, automating warehousing and profiles. Ensured comprehensive onboarding packages for users and introduced workflow management, streamlining operations. - Managed a $3M annual budget allocation, aligning resources with operational needs and capital enhancement initiatives. Conducted market research to optimize processes through technological integration and industry trend adoption, fostering stakeholder alignment. My key responsibilities included: Performance Management | IT Governance | Change Management I led the Service Desk Operations, enhancing IT support for 50+ offices and 2,000+ employees. My focus was on improving hardware setup and software deployment. Moreover, I devised a strategic plan for the service desk, prioritizing process optimization to align with company goals and integrate technology across various business units. Among my notable contributions, I: - Led the establishment of a remote IT support system using Team Viewer and Autopilot, while implementing an office-based machine maintenance scheduling system. Successfully navigated global supply chain delays, deploying over 2,000 devices and facilitating virtual work amid the COVID-19 pandemic. - Implemented Absolute and Autopilot security software, automating customer notifications and reducing incidents by 10%. Enhanced deployment efficiency for American users during the pandemic, minimizing laptop downtime. - Consolidated tech deployment to one location, automating warehousing and profiles. Ensured comprehensive onboarding packages for users and introduced workflow management, streamlining operations. - Managed a $3M annual budget allocation, aligning resources with operational needs and capital enhancement initiatives. Conducted market research to optimize processes through technological integration and industry trend adoption, fostering stakeholder alignment. My key responsibilities included: Performance Management | IT Governance | Change Management Skills: Forecasting · IT Governance · Customer Relationship Management (CRM) · Technical Support · Budget Management · IT Security Best Practices · Service Desk · IT Operations · Asset Management · Employee Relations · Microsoft Azure · Information Technology · IT Infrastructure Management

In this strategic role, I spearhead the initiative to redefine end-user technology adoption, taking charge of Technical Support Operations on a global scale. My responsibilities include overseeing the integration and governance of end-user computing, meeting room technologies, and collaboration platforms. I lead strategic initiatives aimed at transforming the landscape of workplace digital tools. Among my notable contributions, I: - Enhanced meeting room technology as Global Collaboration Team Manager, introducing Microsoft Teams and Lenovo equipment while spearheading a $3M three-year migration plan from Cisco systems. - Orchestrated cost-saving measures, securing $300K in savings by renegotiating mobility program contracts and reducing expenses from $170K to $83K via a transition to EMS desk and meeting room booking systems. - Instituted hardware asset management via ServiceNow, optimizing infrastructure and automating manual processes, resulting in savings of 200-300 labor hours. Implemented the Moveworks AI chatbot for enhanced efficiency. - Implemented new password standards and software packaging techniques, resulting in a 15% reduction in incidents over two years, ensuring end-users received essential software directly on their devices. - Advocated for women's career development, fostering networking opportunities with female leaders, initiating mentorship programs in technology, and raising $29K for Hacker Gals through a successful fundraiser. - Revolutionized the Global Collaboration Team by establishing a production studio, partnering with multiple vendors, and launching OMERS' inaugural virtual reality environment. My key responsibilities include: Process Optimization | Financial Management | Team Leadership | Strategic Service Management In this strategic role, I spearhead the initiative to redefine end-user technology adoption, taking charge of Technical Support Operations on a global scale. My responsibilities include overseeing the integration and governance of end-user computing, meeting room technologies, and collaboration platforms. I lead strategic initiatives aimed at transforming the landscape of workplace digital tools. Among my notable contributions, I: - Enhanced meeting room technology as Global Collaboration Team Manager, introducing Microsoft Teams and Lenovo equipment while spearheading a $3M three-year migration plan from Cisco systems. - Orchestrated cost-saving measures, securing $300K in savings by renegotiating mobility program contracts and reducing expenses from $170K to $83K via a transition to EMS desk and meeting room booking systems. - Instituted hardware asset management via ServiceNow, optimizing infrastructure and automating manual processes, resulting in savings of 200-300 labor hours. Implemented the Moveworks AI chatbot for enhanced efficiency. - Implemented new password standards and software packaging techniques, resulting in a 15% reduction in incidents over two years, ensuring end-users received essential software directly on their devices. - Advocated for women's career development, fostering networking opportunities with female leaders, initiating mentorship programs in technology, and raising $29K for Hacker Gals through a successful fundraiser. - Revolutionized the Global Collaboration Team by establishing a production studio, partnering with multiple vendors, and launching OMERS' inaugural virtual reality environment. My key responsibilities include: Process Optimization | Financial Management | Team Leadership | Strategic Service Management Skills: Forecasting · IT Governance · Customer Relationship Management (CRM) · Technical Support · Budget Management · IT Security Best Practices · Service Desk · IT Operations · Asset Management · Employee Relations · Microsoft Azure · Information Technology

As Senior Service Delivery Manager, I lead the front line of IT service for our Canadian offices—bringing together Service Desk, IAM, AV, and EUC to deliver reliable, secure, and effortless technology experiences. I embed ITIL‑aligned ITSM practices (incident, problem, change, and asset management) and partner closely with business leaders to align outcomes with firm priorities. I also define and execute the multi‑year roadmap for End User Computing and AV technologies—covering platform standards, lifecycle and refresh strategy, investment planning, and adoption programs. My focus is measurable service excellence through clear KPIs/SLA compliance, actionable reporting, and continuous improvement, while building high‑performing teams and a culture of quality, knowledge sharing, and proactive engagement. Govern ITSM practices (Incident/Problem/Change/Asset) with consistent, ITIL‑aligned operations and service quality. Own EUC Hardware & AV product strategy and roadmap: define standards, reference architectures, lifecycle/refresh plans, and modernization priorities (OS upgrades, endpoint management, collaboration tooling, meeting‑room tech). Manage and enhance AV, Service Desk, IAM, and EUC product stacks; publish EUC/AV standards to deliver a consistent, high‑quality experience nationally. Build and mentor multidisciplinary teams (Service Desk, AV, IAM); drive coaching, knowledge programs, and quality reviews. Establish daily KPI/SLA dashboards and reporting; monitor trends to inform proactive improvements and roadmap updates. Strengthen compliance with IT policies, procedures, and best practices; steward SAM/HAM capabilities for Canadian assets.

ITIL Information Library Foundations Certification

AXELOS Global Best Practices

Credential ID: GR671257429RN