Janie M.

Experience

• 

  Ottawa University

  May 1995 - Jul 2008

  • Provide executive leadership for Technical Operations and Customer Service infrastructure with in-house operations, serving more than 1500 employees and 8000 customers.• Lead operations and strategic direction with full responsibility for bottom line factors, including long range planning, infrastructure improvements and service delivery.• Provide cross-functional management, direct Special Projects Manager, System Administrator, Desktop Manager and Desktop Coordinator.• Direct all aspects of Technical Operations - infrastructure, networking, server administration, server software, course delivery, communications, telephony• Oversee infrastructure improvement projects - fiber star implementation; network device refresh; Tandberg video deployment; Novell to Windows 2000 migration; Windows 2000 to 2003 migration; Exchange deployment; frame-relay to VPN site connection.• Identify and negotiate successful vendor partnerships with IBM, EMC, Cisco, AT&T, Qwest, AOS, Network Solutions.• Redefine organizational structure and perform financial evaluation of department results.• Key achievements:o Reorganized a crisis-management support organization into a responsive, service-driven, customer focused organization resulting in more than 75% reduction in customer wait time and 90% increase in technological response time.o Substantially improved productivity through the re-engineering of processes and introduction of new technology.o Developed and introduced successful partnerships with new vendors to greatly increase the capacity of the business processes of the organization.o Lead efficiency improvements and cost reductions through strategic decisions and efficient restructuring.o Reduced data delivery costs by 70 percent including adding fail-over system Show less • Implemented project-management methodologies to manage projects to completion, on time, under budget, and with superior quality.• Achieved high degree of customer satisfaction by connecting with customers; helped constituents attain achievable development plans, schedules, and project outcomes, ensuring success with difficult IT projects.• Ensure delivery of best in class technical support Internet services.• Provisioned circuits and provided ISP services for employees and customers.• Design and implement website and delivery systems for Internet services and online course delivery system.• Re-engineered infrastructure and managed LAN/WAN infrastructure upgrade project. for a multi-location network.• Directed cross-functional teams to assess, develop, implement and support organizational website.• Provide prompt, accurate, and respectful support to users, employing high degree of customer-service skill and technical expertise while ensuring customer satisfaction.• Quickly learned new technologies and rapidly resolved customer problems.• Key achievements:o Responsible for the publication for the organization's first website.o Re-engineered and implemented network infrastructure to improve client response and customer delivery.o Managed project to automate customer email setup, significantly reducing costs for human resources and administration by bringing together products from several vertical markets into a single customer care organization.o Maintained a high departmental savings margin through resource utilization and negotiation skills.o Implemented an in-house hosted course delivery system for online learners.o Partnered with Lucent Technologies to develop a customized website to improve business processes and marketing. Show less

  • Associate Director of IT

    Jul 2004 - Jul 2008

  • Internet Manager, CCNA, CCNP

    Jul 1999 - Jun 2004

  • Academic Computing Coordinator / Adjunct Instructor

    May 1995 - Jun 1999
• 

  Cargotec

  Mar 2010 - Aug 2018

  ● Secure high performing team and outsourcing partner's delivery of IM services and support including Global Service Desk, workstations and mobile life cycle management and support, on-site support, including local IT infrastructure, network, server and local business applications support● Request, change and escalation processes ensuring high levels of performance, accurate reporting and establishing service improvement activities.● Coordinate the escalation process for End Users Services Manager by taking ownership ofincidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review.● Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed● Responsible for the quality of services and performance in the region and participate in internal and third party service review meetings covering performance, service improvements, quality and processes with main focus on continuous service improvement.● Manage day-to-day operations, service delivery and support● Secure regional vendors and partners deliveries to meet delivery requirements for customers● Support the outsourcing partners teams with excellent manners and result oriented way by giving clear guidance, targets and feedback together with needed recognition to secure customer satisfaction.● Ensure that partners understand the End User Services teams and objectives. ● Secure cooperation with partners through open and relevant communication.● Meeting practices, responsible of running and participating in team meetings and service meetings based on agreed governance model Monitor service activities with service cost analyses, invoicing accuracy according to contract.● Communicating the service pricing and recharge model.● Continued cost control within relevant areas and alignment with Indirect sourcing policies Show less • Responsible for the operation of technical services for unified communication and collaboration, servers and server capacity within service level targets.• Service configuration ownership and expertise in the areas of responsibility.• Principal approval authority for changes in the existing services within the category.• Manage provider relationships for responsible services and regional suppliers according to supplier governance principals.• Direct service improvement activities for a service, including determining needs and solutions.• Key responsible party for documentation of the services in the category and update procedures.• Participate in project definition/approval related to each service.• Work with the front-facing Area Managers as the delivery conduit for the services and the communication conduit for feedback from end users.• Participates in agreement negotiations and definition of SLAs and OLAs related to a service.• Run service meetings based on agreed governance model.• Defining management & monitoring responsibilities of the service and reporting of these elements.• Invoice integrity, approval and cost management.• Participates in budget preparation, road mapping future development of the service.• Continuity and availability management as well as disaster recovery planning and execution. Show less • Responsible and accountable for the coordinated management of multiple related projects directed toward strategic business and other organizational objectives.• Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization.• Execute and implement IT projects in support of corporate IT strategic plans for a global organization.• Maintain continuous alignment of program scope with strategic business objectives, and make recommendations to modify the program to enhance effectiveness toward the business result or strategic intent.• Visit North, Central and South American sites every two years for on-site technical analysis and/or equipment deployment.• Organize and host weekly project meetings to manage input from other IT Coordinators and Infrastructure Team in order to direct project progress (30 – 60 projects completed per year) utilizing Microsoft Project shared on SharePoint. .• Arrange and allocate specialist and Help Desk contractors employed for projects and daily operations.• Liaise between the business units and third parties to determine project goals, time constraints and quality standards.• Establish effective communication between departments, ensuring each is informed about ongoing activities.• Direct relevant information to other staff members in regards to changed environments• Work cross-culturally with third party Co-Lo’s and IT service companies that host corporate software and hardware (e.g. Tieto Oy in Finland and Czech Republic).• Deploy VMware ESX, Microsoft Server, IBM Blade Center, IBM Storage Array, ShoreTel phone system.• Perform software/firmware upgrades to Windows Server, hardware, numerous applications• Manage Help Desk Level II technicians and provide Tier III Help Desk support.• Determine budgetary needs for next fiscal year; code and approve invoices; track capital expense spending.• New site and site move implementation. Show less

  • Regional Delivery Manager, EUS Americas

    May 2017 - Aug 2018

  • ICT Service Manager - Global UCC, Server & Capacity

    Mar 2014 - Apr 2017

  • IT Coordinator, Americas Region

    Mar 2010 - Feb 2014
• 

  Navis

  Sept 2018 - Apr 2023

  Business Solutions Manager

  ● Divestiture and merger activities. Stood up new company resources, services, and support structure during divestiture from parent company to form a stand-alone company. Merged with three industry-analogous companies.● Manage staff for results by coaching, communicating, and tracking job expectations and performance● Maintain staff by recruiting, selecting, orienting, and training employees, and developing personal growth opportunities.● Manage the flow of daily operations by managing work queues, assigning work across team members, and delegating project responsibilities.● Collaborate with other managers in the Navis IT team to create and execute on the group vision.● Manage a process for outreach and collaboration across multiple business units within Navis as well as across other lines of business within our parent organization.● Maintain a safe and healthy working environment by establishing and enforcing organization standards.● Sustain information systems results by defining, delivering, supporting and auditing information systems technologies and processes.● Safeguard assets by planning and implementing disaster recovery and back-up procedures and information security and control structures.● Enhance information systems results by identifying information systems technology opportunities and developing application strategies.● Accomplish financial objectives by determining service levels required, participate in annual budget planning, and ongoing oversight of CapEx/OpEx spend for assigned responsibilities.● Maintain professional and technical knowledge by attending educational workshops, keeping current on technology developments in the IT and Maritime industries, expanding personal network of professional contacts, and attending industry seminar and conferences. Show less

• 

  Kalmar

  Apr 2023 - now

  Regional IM Manager, AMER