Description
PROFILE Dedicated and customer-focused leader with fifteen years of IT experience. Over five years' experience managing teams of unionized, IT professionals in a large organization with a diverse client-base. A proven track record for problem-solving, managing projects ranging in complexity and scope, communicating with clients from different disciplines, and motivating and mentoring staff and colleagues. Six years' experience as a Help Desk Analyst quickly moving from Tier I to Tier II support. Promoted to Team Lead/Tier III Support, providing functional supervision to 18 Help Desk Analysts. Thrives in a challenging and competitive environment, while maintaining a professional demeanor and positive attitude. LEADERSHIP COMPETENCIES * Models client-centric service philosophy by listening to the clients' needs and providing practical and timely solutions in order to meet and exceed clients' expectations. * Demonstrates good business sense by making effective operational decisions that impact both the short and long term direction of the department and organization. * Exhibits strategic leadership by supporting the organization's corporate vision and values respecting the political sensitivities and culture and demonstrating discretion and tact. * Builds collaborative relationships by supporting a team environment and seeking input and guidance from a variety of stakeholders as part of service delivery. * Fosters innovation and change through effective communication with staff and colleagues and welcomes ideas for continuous improvement. * Supports employee engagement by modeling positive, professional behaviour, while coaching and encouraging staff seek opportunities for growth and development. * Delivers measurable results by creating effective plans and performance measures and setting clear performance expectations. TECHNICAL COMPETENCIES
Accomplishments
Highlights:
Keywords
