Professional Summary
IT Services Manager with 10+ years’ experience in public-sector IT environments and a proven track record of modernizing infrastructure, improving cyber resilience, and optimizing operational costs. Directed a cloud infrastructure optimization initiative that optimized costs by 25% in eight weeks, strengthened cyber resilience, improved availability and increased performance.
Since 2021, have led cross-functional teams, delivered $57.6K in annual licensing savings, reduced ticket triage effort by 70% through automation, and driven measurable Service Level Agreement (SLA), Service Level Objective (SLO) and Key Performance Indicator (KPI) compliance through Information Technology Service Management (ITSM) and Information Technology Infrastructure Library (ITIL) best practices.
Adept in vendor negotiation, vendor management, knowledge transfer and asset lifecycle management to support scalable, data-driven operations. Passionate about safety as a Joint Health and Safety Committee (JHSC) Certified Member.
Key Skills
- ITIL & ITSM Governance
- Cloud Infrastructure
- Stakeholder Management
- SLA, SLO & KPI Reporting
- Risk Mitigation
- Agile & PMP Collaboration
- Asset Lifecycle
- Cyber Resilience
- Team Leadership
- Data Governance
- Budgeting & Forecasting
- Service Reporting
Career Highlights
Cloud Infrastructure Optimization: Architected a resilient, high-performing cloud environment, improving availability and uptime from 99.5% to 99.9% while reducing costs 25% within two months.
ITSM & ITIL: Implemented ITIL incident and request-fulfillment processes, driving a 30% improvement in on-time resolution.
Security & Policy Implementation: Led enterprise-wide security initiatives, authored IT policies and risk registers, strengthening data protection, data governance and compliance.
Professional Experience
Senior Manager, Information Technology Services
eCampusOntario, Toronto, ON
July 2021 – Present
Lead the full IT lifecycle including cloud infrastructure, software/hardware assets, and ITIL-based service delivery while driving cost, system and infrastructure optimization, IT policy, change control, risk management and cybersecurity resilience.
• Cloud & Cyber Resilience Strategy: Lead web infrastructure redesign using autoscaling, load balancing, caching, and web application firewalls to enhance performance, uptime, scalability and cyber resilience while reducing operating costs by 25%.
• IT Service Management & ITIL Expertise: Leverage 10+ years of hands‑on experience to implement, document, and refine ITIL-based incident, major incident, change management, standardized operating procedures, and continual service improvement processes, driving Service-Level Objective (SLO) compliance and operational excellence.
• Major Incident & Change Management: Responsible for swift resolution of major incidents while minimizing disruptions through ownership of change control, IT policy creation, maintenance and compliance throughout the organization.
• Leadership: Recruit, lead, mentor and coach a cross-functional team of IT professionals, ensuring skills transfer and career development. Experience supervising team administrative functions including time tracking, workload, and vacation scheduling.
• Strategic Advisory: Responsible for the organization’s cybersecurity, risk management, system enhancements and hybrid-cloud architectures to provide strategic alignment of IT systems and solutions with business goals. Passionate JHSC member.
• Reporting & Analytics: Design and implement Power BI dashboards by defining SLA and KPI frameworks, integrating ticket volume, resolution time and cost metrics to surface performance trends and enable data‑driven decision making.
• Project Intake & Collaboration: Partnered with Project Management Office (PMO) to design and implement standardized project-intake and evaluation processes based on PMP frameworks, ensuring consistent prioritization of IT initiatives.
• Vendor, Licensing, Financial Oversight: Manage the full IT asset lifecycle, including license compliance, vendor relationships, and contract renewals while co-owning a $400K+ ITS budget in collaboration with Finance. Lead RFP (tender) development, vendor evaluation, and contract negotiation, securing 80% savings on licensing.
Part-Time Professor
Durham College, Oshawa, ON
January 2019 – April 2025
Coach and assess students to build confidence and practical skills for workforce readiness. Leverage real-world IT experience to enrich learning with insights into global operations, infrastructure design, and hybrid-cloud strategies.
• Instruction: Instruct classes of 25-30 students to comprehend and utilize material in courses including Linux 1/2, Cloud Operating Systems & Networking, and IT Service Management (including ITIL v3/v4 practices), ensuring both theoretical understanding and hands-on experience.
• Assessment & Evaluation: Plan, deliver, and grade learning assessments to determine student success and identify areas for targeted support.
• Mentorship: Share real-world IT and instructional experiences to broaden perspectives, coaching students to reinforce learning and skills application.
• Course Development: Developed curriculum for the Cloud Operating Systems and Networking post-graduate course, defining objectives, materials, and practical exercises in alignment with evolving industry needs.
Software Delivery Specialist and IT Security Prime
Ontario Tech University, Oshawa, ON
March 2017 – July 2021
Modernized Windows imaging with MDT to reduce errors and improve efficiency, while leading key IT security initiatives including MFA, disk encryption, and phishing training. Managed Office 365 tenant administration and drove modernization by evaluating replacements for legacy systems.
• System Imaging: Led Windows imaging modernization using Microsoft Deployment Toolkit (MDT), reducing provisioning time by 50% and minimizing manual errors across large-scale system deployments.
• IT Security: Spearheaded implementation of multi-factor authentication, disk encryption, and phishing simulation campaigns, strengthening enterprise-wide cybersecurity posture.
• Platform Uplift: Evaluated replacements for legacy infrastructure and contributed to the platform improvement roadmap, influencing platform choices and deployment strategies.
• System Management: Administered Microsoft 365 tenant and collaborated with cross-functional teams to enhance system management using tools including System Center Configuration Management and Microsoft Intune.
Technical Support Analyst
Ontario Tech University, Oshawa, ON
May 2015 – March 2017
Provided second-level IT support with root cause analysis and documentation for knowledge sharing. Supported image creation and deployment.
• Technical Support: Provided second-line technical support and acted as IT liaison for the Faculty of Business and IT, reducing ticket escalations and increasing resolution speed.
• Knowledge Transfer: Documented solutions and improved internal knowledge sharing to accelerate first-contact resolution and reduce ticket escalations.
Education
Bachelor of Arts (Honours), Communications, University of Ontario Institute of Technology, Oshawa, ON
Training & Certifications
ITIL 4 Foundations, PeopleCert
In Progress (Planned for Q3 2025)
Time Management for Modern Hybrid Work, WATSPEED University of Waterloo
March 2025
Delegating for Dynamic Results, WATSPEED University of Waterloo
February 2025
Technology and Leadership Certificate, WATSPEED University of Waterloo
July 2024
AI and Business Strategy, WATSPEED University of Waterloo
April 2024
Leading People to Effectiveness, WATSPEED University of Waterloo
March 2024
The Art of Negotiation, WATSPEED University of Waterloo
January 2024
Strategic and Business Planning, WATSPEED University of Waterloo
January 2024
Joint Health and Safety Committee Certified Member, 4S Consulting
September 2023
Microsoft Azure Fundamentals, Microsoft Corporation
August 2020
VMware Certified Associate – Data Center Virtualization, VMware Inc.
November 2013