Oracle, 2016 to Present – Director Product Support – Cloud SAAS, currently Oracle Utilities, previously, Taleo TEE, HCM, Two years as Senior Manager Engineered Systems - Platinum Delivery

  • Deliver post-sales support and solutions to Oracle customer base while serving as customer advocate.

  • Respond to and resolve customer inquiries and provide influential support to internal Oracle employees on challenging customer situations and escalated issues.

  • Seamlessly coordinate patching across Exadata, Exalogic, SuperCluster, and ZDLRA systems.

  • Review KPIs, allocate resources, maintain SLAs, and handle escalation requests in 24x7 environment.

  • Establish and communicate departmental goals, assign tasks, and manage 20+ direct reports.

  • Evaluate staff performance, create employee development plans, and build cohesive teams.

  • Present quarterly departmental performance against plan at senior management operations review.

  • Spearheaded support of Oracle - Taleo cloud applications by expertly allocating resources, maintaining SLA, reviewing daily

  • KPIs, serving as customer advocate, and fostering positive customer relationships.

  • Provided recommendations for employee actions such as hiring, promotions, transfers, and compensation, created employee development plans, and directed team members in achieving or exceeding goals within 24x7 environment.

  • Handled escalation requests, resources, department performance, and technical presentations.

  • Self-employed (independent contractor), 2014 to 2016 – Senior IT Advisor

  • Assessed clients’ needs and delivered cutting-edge technology solutions to optimize infrastructure, operational efficiency, competitiveness, stability, and cost control.

CFORP, Ottawa, 2012 to 2014 – IT Director

  • Governed full-scope IT department operations encompassing call center, infrastructure, servers, contracts, inventory, procurement, project management, budget, staffing, SLAs, and resources.

  • Hired, directed, scheduled, motivated, and evaluated cohesive team of employees.

  • Tracked KPIs, steered ongoing process improvements, defined policies and procedures for service center, and negotiated contracts with customers and business partners.

Promutuel, 2005 to 2012 – IT Director

  • Promoted from initial role as Assistant IT Director to oversee all facets of IT operations including budget administration, resource allocation, SLAs, inventory, project leadership, KPI tracking, evening production, purchasing, and workload optimization.

  • Oversaw human resources functional areas such as hiring, negotiating employment contracts, annual performance reviews, scheduling, and monitoring employees’ training and career plan.

  • Desjardins, 2002 to 2005 – Senior IT Advisor / Business Relationship Manager

  • Exhibited outstanding technical acumen to forge relationship with clients, identify needs, analyze issues, and determine appropriate strategies and solutions.

  • Harmonized call center operations across two locations via proficiency in team leadership, quality assurance, strategic planning, policy development, supplier management, disaster planning, and technical support.

SFPQ, 1999 to 2002 – Chief Information Officer & Chief Administration Officer

  • Promoted from initial role as IT Director to govern complete spectrum of administrative services, information systems, acquisitions, building management, and space leasing service.

  • Held accountability for budget administration, cost containment, staffing, policies, and schedules.

  • Recruited, hired, developed, and directed high-performing personnel.