IT Support Manager - IT Operations at Metrie Canada Ltd. (2022-07 – 2026-05)
Directed enterprise IT operations and service delivery for 1,100+ employees across 34+ North American locations, leading a distributed L1-L3 organization and strategic support partners.
- Led and coached a distributed team of 30+ L1-L3 IT professionals across Canada and the United States, establishing clear ownership, escalation, and service-performance expectations.
- Governed Incident, Problem, Change, Service Request, Knowledge, and Major Incident Management using ITIL practices and ServiceNow workflows.
- Oversaw enterprise Service Desk delivery across internal teams and outsourced partners, strengthening service consistency, accountability, and SLA performance.
- Served as Major Incident Manager for business-critical events, directing technical recovery, executive communications, stakeholder updates, and post-incident Root Cause Analysis.
- Owned strategic vendor relationships, contract negotiations, procurement, renewals, and budget oversight; consolidated vendors and optimized commercial arrangements to reduce operating costs.
- Directed CMDB governance, IT asset lifecycle management, audits, and compliance activities across a complex multi-site environment.
- Built executive dashboards and operational reporting for SLA performance, incident trends, service health, and continual improvement priorities.
- Cherwell-to-ServiceNow transformation: led requirements analysis, ITSM process alignment, Knowledge Management, SLA definition, service catalogue finalization, and organizational change activities while governing vendor-led deployment.
- Workflow and service improvement: redesigned ServiceNow workflows and escalation paths to improve incident response, resolution efficiency, onboarding/offboarding, and customer experience.
- Legacy data automation: coordinated automation for handling legacy email-based service data, improving control, traceability, and operational efficiency.
- Enterprise transitions: delivered technology changes supporting acquisitions, branch openings, organizational restructuring, and telephony deployments with no major business disruption.
Technical Lead - IT Operations / IT Service Management at Cognizant (2012-12 – 2016-11)
Provided enterprise IT Operations leadership supporting global banking and utilities clients through onsite/offshore delivery models.
- Led global Major Incident Management across complex enterprise environments, coordinating infrastructure and application teams through restoration and recovery.
- Managed stakeholder communications throughout the incident lifecycle and facilitated Root Cause Analysis and preventive improvement actions.
- Led the onsite transition of Incident and Problem Management services between global delivery providers, coordinating knowledge transfer, governance, service continuity, and stakeholder readiness.
- Supported Change Management, release readiness, production deployments, operational governance, KPI monitoring, and SLA performance.
- Standardized ITSM processes to strengthen service stability and reduce recurring production issues.
System Analyst - CRM Support (L1/L2 SME) at Atos
Technical Associate - Operations Support at Tech Mahindra
Founder & Website Administrator at MaddyThinks.ca (2019 – 2022)
Built and administered a WordPress platform, managing hosting, DNS, SSL, security, backups, analytics, performance, and SEO; published 30+ optimized articles.
