Manager Operations - Ericsson Communications Canada - Riverview, NB
(2025-05 - 2026-02)
- Managed field operations across NB, PEI and Northern Quebec, resolving escalations to preserve network availability
- Directed regional team performance daily to improve response times and raise operational readiness
- Served as primary escalation point for wireless incidents, coordinating technical and vendor restorations
- Conducted employee performance management, set goals, delivered feedback and executed corrective actions
- Planned and executed regional network deployments, meeting project milestones and upholding operational standards
- Created and tracked project deliverables, ensured on-time completion and maintained quality outcomes
- Monitored KPIs for wireless network performance and drove measurable improvements in uptime
- Maintained health and safety compliance for field teams, enforced protocols and reduced incidents
- Operated the Regional Emergency Operations Center during major outages, coordinating restoration efforts
Manager of Operations - Wireless Access Network - Rogers Communications - Moncton, NB
(2022-08 - 2025-05)
Management of the technical field team that support the Wireless Access Network across the two provinces.
- Manage employee performance and personal goals
- Addressed any Human Resources requirement (Recruiting, performance, workforce adjustments etc.)
- Managed relationship with landlord for locations across the regions
- Directed overall maintenance program of the sites both from a Network and facilities perspective
- Monitored service quality KPIs and addressed any issues through implementation of improvement plans
- Managed Emergency Operations Center (EOC) during major network interruptions events
Operations Manager, Fiber to the Home (FTTH) - MOBIA Technology Innovations - Moncton, NB
(2022-03 - 2022-07)
- Managed the FTTH Design team located at the Moncton office and across Canada
- Manage employee performance and metrics evaluations
- Addressed any Human Resources requirement (Recruiting, performance, workforce adjustments etc.)
- Managed day to day office management dealing with Landlord, facilities maintenance etc.
- Ensure deadlines were met and all work was completed with all necessary data before being sent for approval by Engineering
Business Analyst, Contract for Bell Canada Wireless - MOBIA Technology Innovations - Moncton, NB
(2021-04 - 2022-03)
- Managed Bell Wireless Energy Reduction Program (ISO50001)
- Worked with Bell Engineering to implement programs that contributes to Bell Energy Reduction program under the ISO50001 certification
- Provided data analysis and recommendations to address problematic areas to ensure power efficiency and reduction was a priority
- Provided regular reports on the data gathered to Bell's senior leadership and executives
Senior Manager, Managed Solutions Delivery - Bell Canada - Moncton, NB
(2016-01 - 2021-01)
- Worked with Major Customer Accounts to ensure contract compliance and developing and maintaining strong business relationships
- Coordinated the onboarding of new customers onto Bell's Services Platforms, gathered relevant information and led the development of standard operational procedures to ensure consistency in the delivery of services
- Addressed any customer escalations related to contract and/or service level to resolution which reduced customer business impact and maintained customer satisfaction with the services KPI commitments
- Implemented governance model for service performance and project delivery progress review with the client's leadership team formalizing customer relationship and ensuring issues that required senior leadership involvement were brought forward and addressed in a timely manner to respect critical timelines of projects
- Developed and coordinated the implementation of the first Customer Services Improvement Plan which improved customer satisfaction rate YoY
- Proposed and received agreement to implement Value Create activities that benefited the customer by simplifying their environment while adhering to internal policies, resulting in the customer extending or renewing their contract
- Developed and fostered business relationships with both day-to-day and senior level positions within the client's organization which enabled ongoing open communication and collaboration
Senior Manager, Data Center Operations - Bell Aliant - Saint John, NB
(2011-01 - 2016-12)
Oversaw overall Data Center operations for multiple sites across Atlantic Canada ensuring the delivery of an excellent customer experience while growing demands were met.
- Developed business case and presented to senior leadership regarding the implementation of a 24x7 operational model. This resulted in staff augmentation and improved customer support that met market expectations
- Ensured physical security procedures and guidelines were followed through regular audits of process and related documentation
- Created and implemented new access security policies at each site as well as auditable processes and tracking at each facility which elevated the facilities to align with industry standards across North America
- Worked with the Sales team on new opportunities through presentations and facilities tour which provided a better appreciation of Bell Aliant's ability and resulted in increased market awareness
- Established strong client relationships with major accounts building trust and generating stronger business-to-business collaboration
- Monitored and review KPIs to ensure compliance with SLA and addressed any missed targets in a timely matter
- Developed proper goals and objectives for managers and technical staff which supported Bell Aliant's strategic initiatives
- Collaborated with other internal teams to ensure proper change management processes were always followed respecting the mission critical nature of the facilities
- Worked with teams to ensure industry certifications (Uptime Institute, PUE, PCI etc.) guidelines were adhered to meet certifications criteria when applicable
Senior Manager, Managed Enterprise IT Operations - Bell Aliant - Saint John, NB
(2005-01 - 2011-12)
Responsible for the delivery of Managed IT Services to the business markets across Atlantic Canada.
- Led, coached, and mentored IT Infrastructure and Desktop Support teams in each region, ensuring proper resource support and development which increased employee engagement and productivity
- Delivered strong service level management and reporting through KPIs on a regular basis for clients, ensuring contracted commitments to clients were met
- Provided one-on-one coaching and guidance to management and technical staff via regular meetings (virtual and face to face), leading to increased leadership development which resulted in promotions for over 60% of the managers on the team
- Addressed escalations in a timely manner through regular engagement and communication, ensuring transparency and that expectations of the clients were met
- Developed strong relationships with union representatives, through regular dialogue and establishing an open-door approach for complaints and issues ensuring timely resolution and an ongoing collaborative relationship with the union
Senior Manager, Managed Networks Operations - Bell Aliant - Saint John, NB
(2001-01 - 2005-12)
Responsible for the delivery of Network Management Services to customers across Atlantic Canada through a 24x7 Centralized Operations Center.
- Integrated multiple Operations Centers into one central team standardizing the delivery processes, supporting systems and training staff which reduced operational costs while improving service levels (KPIs)
- Developed key performance metrics to track operational performance and ensure customer commitments were met. Performance reports were prepared monthly to be reviewed with the customer and address any metrics failures caused by procedural gaps
- Implemented a recognition program for higher skilled resources through the application of a senior technician's pay band through negotiation with the union, resulting in these employees being included into the program which was not accessible to them in prior years. This increased retention of skilled workers and improved employee morale
- Supported the Enterprise Service Desk team responsible to for support of customers incident management
