jason wallace
IT Manager
32606
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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... show more

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Work experience
Nova Networks
IT Manager

Provides tactical and strategic leadership to the Service Delivery organization while ensuring the delivery of quantifiable business value metrics and guaranteeing customer satisfaction
*Meets with customers regularly to ensure service delivery is meeting expectations
*Establishes and maintains a close relationship with the customer to identify and understand new and changing customer requirements that can be converted into growth opportunities and value-added services
*Leads the service delivery effort to deliver economic value to the customer
*Proactively engages customers and channel partners to ensure satisfaction and quality service delivery
*Primary customer point of contact for the resolution of service quality issues and critical outage escalations
*Ensures that the customer and channel partner activities and communications are successfully integrated and aligned
*Develops, communicates, and executes recommended infrastructure improvements on behalf of the customer
*Contributes to continuous improvement of the New Customer Introduction process for new devices, applications, or service delivery features to ensure rapid and accurate implementation of managed services.
*Establishes and reports on weekly, monthly, quarterly, and yearly customer satisfaction dashboards based on appropriate metrics
*Participates in sales engagements to ensure that proposed services are aligned to customer needs and expectations and that the exact deliverables for each service have been accurately communicated.


ComSys
Operations Manager

Responsible for the over delivery of services to our customers, including the day to day management of the Help Desk, Service Dispatch and proactive maintenance.
*Provided mentorship of our technical staff, consisting of both internal employees and contracted resources.
*Lead by example and modeled corporate values by consistently delivering quality service to clients in a timely fashion.
*Managed individual and team work plans and supported analysts with their career goals and succession plans.
*Managed service orders for 40 MSP clients and 180 telecom clients.
*Created and ran all Key Performance indicator reports.
*Project managed large installs of computes and phones for clients.
*Created policies and processes to make operations more efficient and reduce costs.
*Managed the back up and recovery process and policies for our clients.

City of Ottawa
Team Lead IT Support Service

• Supervised a team of 18 unionized Service Desk Analysts responsible for solving complex issues while consistently maintaining a high degree of client satisfaction.
• Managed individual and team work plans and supported analysts with their career goals and succession plans.
• Lead by example and modeled corporate values by consistently delivering quality service to clients in a timely fashion.
• Coached staff on the nuances of the corporate culture and provided formal and ad-hoc training.
• Monitored the status of outstanding service calls, and routinely followed up with clients.
• Analyzed and assigned open cases to other IT support groups, as required.
• Addressed issues with hardware and software by:
o Managing team and individual workloads
o Processing and prioritizing service calls
o Placing warranty service calls with vendors
o Scheduling service calls for non-warranty service requirements
o Directing activities of contractors to expedite repairs and safeguard corporate assets.
• Provided ongoing operational feedback and recommendations for the Support Services program design and development.
• Collaborated with Client Relations Managers to define installation schedules for larger projects.
• Stayed current with industry trends by attending seminars, researching new products, solutions and technologies, and networking with industry colleagues.
• Upheld corporate policies and procedures and recommended new and/or improved processes to ensure compatibility and quality service to end-users.

Team Lead

Supervised a team of 18 unionized Service Desk Analysts responsible for solving complex issues while consistently maintaining a high degree of client satisfaction.
*Managed individual and team work plans and supported analysts with their career goals and succession plans.
*Lead by example and modeled corporate values by consistently delivering quality service to clients in a timely fashion.
*Coached staff on the nuances of the corporate culture and provided formal and ad-hoc training.
*Monitored the status of outstanding service calls, and routinely followed up with clients.
*Analyzed and assigned open cases to other IT support groups, as required.
*Addressed issues with hardware and software by:
*Managing team and individual workloads
*Processing and prioritizing service calls
*Placing warranty service calls with vendors
*Scheduling service calls for non-warranty service requirements
*Directing activities of contractors to expedite repairs and safeguard corporate assets.
*Provided ongoing operational feedback and recommendations for the Support Services program design and development.
*Collaborated with Client Relations Managers to define installation schedules for larger projects.
*Stayed current with industry trends by attending seminars, researching new products, solutions and technologies, and networking with industry colleagues.
*Upheld corporate policies and procedures and recommended new and/or improved processes to ensure compatibility and quality service to end-users.

City of Ottawa
Business Analyst

Responsible for keeping current with client operations and contexts (e.g. the organization's culture, legislation and other governing direction, operational priorities and pressures). Serves as a link between clients and technical specialists, and facilitates the identification, development and/or implementation of enhancements to client business applications/systems and/or processes.

iPad Deployment
*Work with other departments on coordinating the deployment of Corporate iPads
*Analyzing and recommending iPad applications to suit business needs
*worked with 3rd party vendors to look for a MDM solution
*Coordinating iPad training for City Staff
*testing and troubleshooting iPad software issuers
*Developing the communications that have to be sent out the city iPad users.
*Created a iPad quick reference guide

SharePoint implication for City Manager's Office and Deputy City Manager's office
*Organized the meetings with the different departments so we could find out what their needs were for the SharePoint solution
*Delivered Product/Solution demo's to the different departments
*Coordinated training for the Staff

Manage a working group that is working towards bring Corporate Tablets and a BYOD program to the City of Ottawa
*Chair Meeting involving different groups working towards BYOD and Corporate Tablets
*Scheduled and co-ordinated various BYOD focus group events.
*Creating Process and Standards for purchasing Corporate Tablets
*Created a Training Guide for Apple to help Train City Staff
*Creating Stand Operating Procedures for Corporate Tablets
*Created a loaner pool of Tablets for City Employees to try to see if they have a business need for Tablet
*Drafted the communications that had to go out to staff and departments.
*Organized different vendors to bring in MDM demo's for the working group team

Skype Pilot Project
*Did a research assessment on Skype to see if it would fit what the business wanted
*Coordinated and organized a role out to a 24 person pilot group for Skype
*Co ordinate with Security to come up with policies that city staff would have to follow.
*Created a Skype User guide for the staff in the pilot group
*Created the support policy's for the service desk and IT staff
*Configured and maintained the Skype Manager to control the user accounts able to access Skype from the city.
*Worked with vendors to order the equipment for the project

Business Analyst

Lead and implemented a broad range of IT Solutions for a diverse clientele:

Corporate iPad and Bring Your Own Devices (BYOD) Project
Managed a working group charged with developing a comprehensive corporate iPad and BYOD programs for over 400 City of Ottawa managers and staff.
*Chaired working group meetings and managed project workplan
*Scheduled and co-ordinated six focus group sessions with clients from various departments across the organization.
*Developed corporate standard for iPads and accompanying applications
*Created Standard Operating Procedures for iPad procurement
*Developed, coordinated and delivered training for new users with accompanying tools and checklists, including an iPad quick reference user guide
*Partnered with 3rd party vendors to look for a multiple device management solutions
*Coordinated iPad training for City Staff
*Established a loaner pool of iPads to satisfy adhoc requirements
*Developed and executed the communications plan for rolling out the iPad and BYOD programs

Skype Pilot Project
*Implemented a Skype pilot project with 30 participants.
*Conducted needs assessment with to understand clients' requirements
*Partnered with IT Security to develop policies to safeguard the City's information that city staff would have to follow.
*Developed a Skype User guide for the pilot group
*Drafted and communicated standard operating procedures for IT Support Services
*Configured and maintained Skype Manager to regulate access rights.

City of Ottawa
Team Lead IT Setup/Installs

Oversee the day to day operations of 12 analysts in the IT Set-up/Installs, Mobility and Lifecycle Groups

IT Setup/Installs
*Software / Hardware system analysis and requirements gathering to support development of new support programs
*Created the policies and processes for hardware support programs
*Meet with clients, document their requirements and translate them into new support processes.
*Creating Standard Operating procedures for all incremental orders (Laptops, Desktops monitors and Docking stations). This will define the process to follow and we will be able to track all assets in the cmdb.
*Analyzed and diagnosed re-occurring problems and addressed to problem management
*Manage the group queue and assignee service requests and incidents to the analyst's
*There to answer any questions or problems that the analysts are having

Mobility Lab
*Meet with client groups to find out there hardware, software and time lines requirements
*Create Faq documentation for clients receiving mobile devices
*Created swim lane process for all groups involved in the process of the hardware, aircard, setup and delivery of the devices
*Establishing policies, procedures and performance standards for end-user support services, resulting in control of production flow, increased productivity and more efficient resource management.
*Offered workarounds to problems to clients to ensure professional service.
*There to mentor and help with any issues the analyst are having
*Created the Standard operating procedures the mobility lab. This makes sure that all the calls that are done follow a standard checklist and we are able to track the devices with the cmdb.

Desktop and Laptop Lifecycle
*Created the Standard Operating procedures for Desktop and Laptop lifecycle
*Created policy and procedures to for our analyst to follow when doing an Desktop or Laptop Lifecycle
*Do all the ordering of stock and get the stock added to the CMDB
*Provide Mentorship to the Analyst
*Meet with client groups to discuss hardware and software for city clients and create the policy and procedure


Corporate and BYOD Tablets
*Created the Standard Operating Procedure for Corporate Tablets
*Create the Policy and Procedure for Configuring and Support of the Corporate Tablet
*Create Policies and Procedures for clients to purchase a Corporate Tablet
*Meet with clients to discuss their needs for the Corporate Tablet or Byod devices. Find out they would like to be able to access with the device on our network and how much support of the device they are looking for.
*Manage our Corporate loaner pool of tablets

Team Lead

Supervised the daily operations of 12 analysts responsible for software and hardware systems analysis.
*Created policies and procedures for hardware support programs by meeting with clients, recording requirements and documenting new support processes.
*Developed standard operating procedures for all incremental orders such as laptops, desktops monitors and docking stations to facilitate tracking of corporate assets.
*Developed easy to use tools and checklist to facilitate installations and set ups, ensuring timely and effective service delivery.
*Analyzed and diagnosed re-occurring networking and systems issues and made recommendations to senior management.
*Formalized the Desktop and Laptop Lifecycle Management Program, impacting 1800 to 2600 systems per year, by creating Standard Operating procedures and ordering, tagging and tracking inventory.
*Managed the Mobility Lab as part of the mobile workforce roll out. Primary responsibilities included:
*Meeting with client groups to determine hardware and software requirements and negotiating timelines for roll out.
*Developed communications materials for clients moving to mobile workforce.
*Created swim lane process for all groups involved in the process of the hardware, aircard, setup and delivery of the devices
*Developed policies, procedures and performance standards for end-user support services, resulting in control of production flow, increased productivity and more efficient resource management.
*Offered create solutions to minimize downtime.

Service Desk Analyst

Supported the City of Ottawa employees with hardware, software, network, communication and printer problems
*Handled TIER 2 level problem resolution
*Use Domain management tools such as SMS 2.0/2003, ADUC, Exchange Administrator to resolve client problems effectively and quickly
*Familiar with desktop operating systems (Win95/98/2000/XP) and NT/2000 servers
*Part of desktop Domain migration team

Service Desk Analyst, Tier I and Tier II

Supported City of Ottawa employees with hardware, software, network, communication and printer problems
*Used domain management tools such as SMS 2.0/2003, ADUC, Exchange Administrator to resolve client problems effectively and quickly
*Project team member of desktop domain migration team
*Installation of software - Win95, Win98, Win2000 and NT

Teksystems
Service Desk Analyst

City of Ottawa
*Supported the City of Ottawa employees with hardware, software, network, communication and printer problems

NexInnovations
SMS Administrator, User Manager, Server Manager

and Magic to resolve the verity of problems that occur promptly and affectively
*Installation of software on Win95, Win98, Win2000 and NT computers1st Level Help Desk
Canada Post
*Supported NexInnovations Technical Service Representatives installing new Windows 2000 machines, migrating data, and installing Software and Peripherals as mentioned immediately below
* Participated in the resolution of complex hardware, software, and network problems with senior representatives of NexInnovations, EDS, and Canada Post including VPN and PDA issues

NexInnovations
Technical Service Representative

Canada Post
* installed new Windows 2000 machines with locked down builds on a Novell 5.1 Network
* Migrated user data over the network
* Transferred users mail from MS Mail to Microsoft Exchange and set up user profiles in Outlook 2000
* Installed custom software including SAP, Lotus Notes, and Attachmate Extra
* Installed peripherals including Palm Pilots, CD burners, Zip drives, and network and local printers
* Installation of Dell Servers and thin clients

Education
CDI College of Business and Technology