Pierre-Richard Andre

Fluently bilingual (French & English) professional with strong communication skills and a proven ability to lead and collaborate effectively with internal and external stakeholders. Thrives under pressure, consistently meets deadlines, and embraces complex challenges. Experienced in insourcing multi-vendor environments and supporting organizations with SCCM deployments, Windows upgrades, Active Directory migrations, network operations, and security initiatives.

A strategic problem-solver who resolves technical issues efficiently and consistently exceeds performance expectations. Recognized for remaining calm, level-headed, and people-focused in high-stress situations.

Bilingual Client Services Associate | Alternate Company Security Officer - Procom Canada - Toronto, Ontario

(2025-01)

• Served as the primary liaison for billing and payment matters, resolving consultant, sub-vendor, and client inquiries with discretion and efficiency (Secret & Top-Secret Clearance).
• Oversaw onboarding and renewal processes, ensuring alignment with internal policies and ISO management standards for accuracy, consistency, and compliance.
• Managed contract-related inquiries through the JIRA ticketing system, ensuring timely resolution, proper documentation, and clear communication.
• Developed and optimized strategies to enhance consultant and client experience, improving communication flow and operational efficiency.

Lead Support Facilitator / Business Continuity Representative - Scotia Wealth Management - Toronto, Ontario

(2023-11 - 2024-04)

• Led the Incident Management Team, delivering rapid, coordinated responses to operational disruptions to minimize business impact and accelerate recovery.
• Maintained proactive engagement with clients, addressing concerns, clarifying expectations, and identifying opportunities for future collaboration.
• Oversaw the remediation of audit items and regulatory findings related to Business Continuity Management (BCM), ensuring compliance within mandated timelines.
• Provided timely support by resolving inquiries via phone and email, escalating complex issues to senior leadership when required.
• Acted as liaison with Crisis Management Teams, strengthening cross-functional collaboration and supporting strategic change initiatives.

Bilingual (English/French) Customer Care Representative - Ministry of Public and Business Service Delivery - Oshawa, Ontario

(2023-08 - 2023-11)

• Delivered Tier 1 information services across multiple programs, including Transfer Payment Ontario (TPON), serving as the first point of contact for public and business stakeholders.
• Provided services in English and French via phone, mail, internet, and email, consistently meeting or exceeding service expectations while ensuring accessible, accurate, and professional delivery of government information.
• Developed and optimized strategies to enhance consultant and client experience, improving communication flow and operational efficiency.

Service Delivery Manager - Shared Services Canada - Ottawa, Ontario

(2023-03 - 2023-07)

• Led a multidisciplinary team and maintained regular engagement with clients to address satisfaction concerns, clarify expectations, and identify potential project opportunities.
• Ensured all work was accurately scoped, properly resourced, and delivered on schedule to meet client requirements.
• Responded promptly to client inquiries via phone and email, resolving issues and escalating complex matters to senior leadership when necessary.
• Collaborated with senior account leadership to identify and develop new service opportunities.

Team Lead – IT03 Senior Incident Coordination Business Analyst - Shared Services Canada - Ottawa, Ontario

(2021-09 - 2023-03)

• Provided ongoing coaching and training to staff to ensure consistent, high-quality service delivery to stakeholders.
• Led the team in delivering timely, process-driven responses to inquiries via phone and email.
• Interpreted, analyzed, and documented business and technical requirements, recommending solutions for planning, development, implementation, and maintenance of new supported services.
• Maintained up-to-date knowledge of IT Service Management (ITSM) trends, tools, and best practices.
• Supported 40+ federal departments by coordinating high-priority and critical incidents in a fast-paced environment.
• Led and participated in conference calls with Major Incident Coordinators, Service Delivery Managers, Client Executives, vendors, and cross-functional teams.
• Escalated issues to stakeholders and subject matter experts, ensuring adherence to service level agreements (SLAs).
• Identified recurring inquiry trends and presented findings to Senior Managers and Directors to support continuous improvement.

Operations Support Specialist - Elections Canada - Gatineau, Quebec

(2021-07 - 2021-09)

• Provided ongoing support for multiple web environments, including development, testing, staging, and production.
• Configured, supported, and troubleshot systems to resolve technical issues efficiently.
• Contributed to operational planning and guidelines to support system stability and performance.
• Documented, created, and updated logical architectures and system configurations.
• Analyzed system performance and recommended improvements to enhance reliability and efficiency.

Team Lead – Senior Business Continuity Representative, Global Wealth Management - Scotia Wealth Management - Toronto, Ontario

(2019-07 - 2021-02)

• Ensured the effectiveness of Business Continuity program components, including Business Impact Analyses, Risk Assessments, Asset Management, and continuity strategies.
• Integrated new projects and processes into existing business continuity plans in collaboration with change management teams.
• Supported business units in completing Windows 10 migrations.
• Led and mentored the team through Windows 7/8 to Windows 10 migrations using automated deployment routines.
• Scheduled migrations and delivered high-quality white-glove support to end users.
• Provided Exchange/Office 365 support, including account provisioning and migrations.
• Procured, processed, and coordinated deployment of technology assets such as PCs, printers, mobile devices, peripherals, and Microsoft 365 Cloud tools.

Senior Bilingual Support Analyst - Brookfield Canada (BGIS) - Markham, Ontario

(2018-09 - 2019-06)

• Led configuration management teams across hardware and software technologies, ensuring smooth deployment and operational readiness.
• Managed and resolved critical incidents, conducted root cause analysis, and implemented preventative measures.
• Oversaw operational, major, and critical changes impacting site operations and mobile applications.
• Collaborated with technical teams to resolve issues arising during project implementation.
• Managed BGIS hardware and software assets, including desktops, servers, laptops, mobile devices, multifunction devices, and Microsoft Office/365 environments.
• Created Active Directory users and resources, managing access through security group policies.

DCS Senior Bilingual Support Analyst - Hyundai Canada - Markham, Ontario

(2017-06 - 2018-09)

• Delivered SAP and desktop support for desktops, laptops, and mobile devices via in-person, phone, remote, and email channels for 300+ employees across Canada.
• Supported the helpdesk team with deployment-related desktop tasks and end-user assistance.
• Performed hard drive and OS restorations, software troubleshooting, virus removal, and installation of antivirus and utility tools.

Senior Bilingual Support Analyst - Cadillac Fairview - Toronto, Ontario

(2013-06 - 2017-05)

• Supported enterprise hardware and software environments, including desktops, servers, laptops, tablets, iPads, BlackBerry, iPhones, Samsung devices, Windows 7, MS Office 2010/2013, in-house applications, and multifunction devices for 3,000+ users across Canada.
• Prepared dormant hardware fleets by imaging desktops and laptops using SCCM to ensure readiness for deployment.
• Produced Crystal Reports time estimates and maintained existing Crystal Reports for operational needs.
• Managed authentication, permissions, and user rights through Active Directory and security policies.
• Logged and tracked all service desk requests, incidents, and resolutions using the Remedy ticketing system.
• Supported mobile workforce access through secure VPN connections and RSA SecurID multi-factor authentication.

SAP Bilingual Support Analyst - Hyundai Canada - Markham, Ontario

(2012-06 - 2013-05)

• Delivered SAP support to internal and external users via in-person, phone, and email channels.
• Provided technical assistance for business applications and communication systems, including telephony, mobile devices, and email.
• Supported application configuration and deployment to production environments following established processes.
• Maintained system documentation for configuration changes, regulatory compliance, and audit requirements.

Bilingual Operations Support Analyst / Change Manager - Brookfield Canada - Toronto, Ontario

(2010-02 - 2012-06)

• Chaired PAC-aligned governance meetings, including Change Advisory Board (CAB), emergency change reviews, Critical Incident Report (CIR) sessions, problem management meetings, and release planning.
• Collaborated with business units on software release coordination and deployment.
• Performed basic database administration tasks, including monitoring backups, SQL job status, error logs, and system event logs; executed database backups and restores in QA and staging environments.
• Created ad-hoc queries, reports, and templates to support operational and project requirements.
• Evaluated system change requests and partnered with the Business Technology Team to recommend and implement solutions.

Diploma - Computer Operations - La Cité collégiale

Certification Courses - A+ - La Cité collégiale

Training - Business Transformation Program – Infoman, SAP, and Ross (Basic) - IBM

Course - Web Design - Learnet College

Certification - ITIL Foundation - People Cert (2011)

Certificate - Charles River Everywhere - CRD Academy