- Develop solutions for enterprise customers in order to meet target availability and performance KPIs using a variety of network and systems management tools - Own a broad range of management tools including Microsoft System Center Operations Manager 2007/2012, EMC SMARTS, CA Wily, CA NetQOS Suite - Perform system administration and maintenance tasks, act as a SME for specific tools - Define product lifecycle, develop future migration plans and architectural designs in collaboration with other teams and vendors - Liaison with vendor Technical Account Managers to define quarterly and annual goals - Provide functional management for a team of external vendor consultants by defining project goals and expectations, assigning work and facilitating resources - Work with primary stakeholders to understand their needs and manage expectations - Establish guidelines and procedures and provide training to junior staff on best practices for execution of work orders

- Lead Developer on all projects, head of a global team of Java developers (1-2 people) with a focus on RIA Portals development and Enterprise tools integration - Own, manage and develop all software tooling required to support the Global Incident Management Process and the IT and Manufacturing NOCs - Tools developed using Java (GWT/GXT/SmartGWT, JDBC, Hibernate) PHP and C#.NET - Focus on Agile development, use of tools such as JIRA , Perforce, CodeCollaborator and Confluence - As part of the Operations Center Leadership team act as an escalation point, host bi- weekly team meetings and participate in interviews. - Perform business analysis, requirements gathering, architectural design and lead development of a wide range of business process automation tools utilized by various teams within IT, Manufacturing IT, Customer Service and Blackberry Operations. - Own and maintain Lab centric infrastructure (HP Proliant Servers, VMWare ESX, Windows Server 2003/2008, Redhat Enterprise Linux)

- Primary representative of the Incident Management process within IT and part of the Blackberry Network Operations Center (NOC) - Liaison with all internal teams, drive incident recovery and service restoral - Scope of the managed incidents includes IT Infrastructure outages, Facilities incidents, issues impacting Global Manufacturing, Information Security issues including virus outbreaks and DDOS attacks, law enforcement assistance requests, and BlackBerry outages for services such as AppWorld. - Run bridges, assign action items, and provide overall Incident triage and management - Escalate and engage RIM and Vendor Senior Leadership as needed. - Propose and assess possible mitigation strategies utilizing comprehensive understanding of overall RIM IT infrastructure and stakeholder interests - Coordinate all internal communication related to Major Incidents, provide information and recommendations to upper management and CIO - Evaluate and approve all proposed changes to production systems to be performed under Incident - Ensure compliance with ITIL methodologies and best practices by all support teams - Infrastructure monitoring using HP OpenView, MS SCOM, BigBrother, Linux, CA Wiley - Develop, design and implement automation tools based on business requirements set out by the Team Lead and Manager - Provide technical leadership for all internal development and system deployment initiatives

- Served as a technical escalation resource for a team of 30 highly qualified Operations Support and Service Desk Analysts. - Part of the second level support team for distributed systems - Worked to maintain and improve service desk centric infrastructure (Windows Server 2000/Active Directory, AIX, Tivoli Management Framework, Tivoli Service Desk, Citrix Metaframe XP, Novell Netware, Avaya ACD switch and related tools ) in conjunction with various internal support groups. - Provided a focal point of knowledge for Analysts, Team Leaders, Service Delivery and Project Managers - Maintained the accuracy and currency of the knowledge base system via regular updates and contributions - Engaged in extensive technical writing through the creation of solution procedures, training documentation and the issuance of various directives to the team - Collaborated with Project Managers to produce initial support documentation - Performed Incident Coordination duties - review, identify and follow-up on incomplete incidents - Worked closely with queue monitors of other support groups within IBM to ensure superior End-to-End service delivery and compliance with established internal Operations Level Agreements by Tier I analysts - Produced monthly reports on internal service errors by Tier I analysts to be reviewed by management - Identified and resolve training deficiencies by providing support and direction to the Training Focal - Formulated requests for change in order to maintain and optimize the ticketing and reporting systems - Worked with other accounts and Tier 2/3 support groups to resolve process and coordination issues

- Provided first and second level support for various Branch Platform and Distributed Systems across multiple business units - Performed session and user management in various environments including: Active Directory, Novell, MVS/TPX and Citrix - Engaged in monitoring and control of the nationwide Scotiabank ABM network with the aim of ensuring maximum terminal availability and functionality through diagnosis and resolution of ABM network connectivity, hardware and encryption problems - Provided SNA/SDLC network connectivity support to IBM and Third Party service technicians - Performed Service Request management duties to ensure Vendor compliance with Service Level Agreements - Assisted Bank Security and Investigation in cases of fraud, vandalism and vendor related issues

- System administration of Windows Server 2000, Linux, FreeBSD based servers - Network support and administration: monitoring, configuration, security (SPAM filtering, Firewall ACL maintenance), load balancing, carrier engagement. - Performed administration of a wide array of services such as IIS/Apache/POP3/BIND/IPF/FTPD/MSSQL and GNU Radius in an ISP environment - Backup and restore of production servers, tape backup of NAS appliances

Ted Rogers School of Management, Information Technology Management

School of Business, Computer Programmer Analyst