Ken Lickrish

Experience

• 

  Footprint Software Inc.

  Sept 1996 - Jul 1998

  Helpdesk Support Representative

  •Internal I.T. desktop support•Supported internal clients with hardware and software issues.

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  Nielsen

  Sept 1998 - Jan 2004

  Software Support Analyst

  •Provide software support for Nielsen proprietary applications, supporting internal users, clients and Nielsen employees worldwide. •Escalate cases to relevant Support Groups and followed-up to ensure that the case was closed within the stipulated turn-around-time•Work with quality assurance team and developers on priority matters•Participate in special projects

• 

  Nielsen

  Jan 2005 - Jan 2013

  •Manage and support four teams, 20+ direct reports providing unique business solutions within the Professional Services Department.• Develop and implement strategies and procedures to improve the operating quality and efficiency of the department. •Analyze and document business processes and problems. Develop solutions to enhance efficiencies. •Coordinate and implement solutions from process analysis. •Coach staff in the development, analysis, and preparation of reports. •Supervise staff in accordance with company policies and procedures. •Conduct interviews, hire new staff, and provide employee orientation.•Establish employee goals and conduct employee performance reviews annually.• Expert with Nielsen Software - Workstation Plus, Answers, Spaceman Show less

  • Manager, Professional Services

    Jan 2008 - Jan 2013

  • Supervisor, Nielsen Solutions Center

    Jan 2005 - Jan 2009
• 

  City of Toronto

  Jan 2014 - Sept 2016

  •Consults and provides strategic advice to the General Manager and Divisional Senior Management team regarding research, reports and corporate initiatives.•Provides high quality customer service through improvement strategies including communications, training, public education, technological improvements, best practices and quality control and assurance programs.•Develops options for policies, management/operational practices, key performance measures and recommends changes to support management functions and improve efficiency and effectiveness of service delivery•Directly manages projects as assigned by the General Manager•Drafts/develops presentations for the General Manager on corporate/divisional initiatives and/or other required topics•Deals with confidential and sensitive information affecting Toronto Water operations, assets and resources•Maintains a continuous and thorough knowledge of current water industry, corporate and other divisions' issues and initiatives•Participates on various Committees and Task Forces as a divisional representative Show less •Oversees the day to day program delivery in a high volume, high pressure primarily external customer service delivery environment.•Supervise front line staff to perform within prescribed service standards and using data and customer feedback to enhance service delivery.•Responsible for hiring process, including preparing staff requisitions and business cases, assessments, screening candidates, evaluating candidates and performing reference checks.•Provide strategic advice, operational support, and professional judgment on complex and contentious issues.•Responsible for the overall implementation, performance, continuous improvement and effective service delivery for assigned programs.•Review information captured in field studies, customer surveys, management and technical systems; provide recommendations.•Improve operational performance by analyzing data, setting service standards and goals to meet objectives. Show less

  • Policy & Planning Advisor - General Manager's Office - Toronto Water

    May 2015 - Sept 2016

  • Supervisor, Business & Customer Support

    Jan 2014 - May 2015
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  City of Toronto

  Apr 2017 - now

  Senior Project Manager

  • Manage Information Technology related consulting, development and business improvement projects• Manage IT project development from inception stage to assess business and global alignment, funding, schedule, and scope requirements with the operating units• Ensure stakeholders’ requirements are collected and the planned project content meets the need of the operating section, its organization and the City in the deliverables, and the long term support of the installation• Develop project Terms of Reference by investigating technical requirements, fully defining project deliverables• Develop project Request for Proposals and Tender documents• Assist in the preparation of capital project delivery reports to Division’s Management Team, Works Committee, Bid Committee or Council Show less