High energy Project lead and Incident Manager with experience in all areas of technology. Loyal, multi-tasking and dedicated. Incident Manager. Responsible for all incidents and root cause analysis on Sev 1 and Sev 2 company-wide.

COMPANY	POSITION HELD	DATES WORKED
(Confidential)	Business Systems Consultant	1/2009 - Present
Starwood	Incident Manager/ Project Manager	4/2006 - 11/2008
CGI	(Confidential)	4/2003 - 4/2006
Hewlett Packard	(Confidential)	2/1997 - 4/2006
Friedman and Friedman Consultants	(Confidential)	2/1995 - 2/1997

SCHOOL	MAJOR	YEAR	DEGREE
Herzing Institute	Computer Science	1995	Bachelor Degree
Vanier College	Social Science	1993	Bachelor Degree

Highlights:

· Successfully managed installation of the new Property Management System in the first 2 months at Starwood. This included analyzing existing systems, recommending changes and upgrades of systems and network requirements and managing the upgrade of the I.T. infrastructure. Produced documentation and new processes to help support the Galaxy System for the hotels in Arizona and Colorado.· Analyzed the existing network infrastructure within the Call Center, recommended changes to upgrade and clean up the switches and cable management within Starwood.· While earning a programming certificate, I learned independently about the full technical support of computers, systems, printers and applications that enabled me to conduct training classes to users.· Upon joining Hewlett Packard, I earned my supervisor’s confidence to become a team and technical lead for a group of senior level agents.· I was seconded into a mature group supporting HP-Unix and learned the fundamentals in three weeks.· At CGI I took on a project management role that allowed me to move from a reactive support position to a more proactive function working with clients.

Companies I like:

Dell, Microsoft, Intel,

P&L responsibilities
Presentation
Ecommerce Strategy and digital marketing channels optimization - SEO, SEM, email, affiliates - for high-profile accounts.
Technology Solutions
Sales Support
Software Implementation
Requirements Analysis & Specification
Leadership
Project Management
Account Management
Customer Service Skills
ITIL Knowledge
Skills

• ITIL Project Manager
• I.T. Manager
• ITIL Project Management

Manage Pojects in the region and Customer Satisfaction (meeting SLA).. Incident Manager - Manage Incident, SLA's root cause analysis. Customer service, trending, problem solving.