Jeff Haaksma

Experience

• 

  EDS Canada/Hewlett-Packard

  Aug 2003 - May 2011

  Service Desk Manager

  • Built and maintained solid working relations with our clients and vendors which allowed for a smooth flow of information and clear expectations. This allows for adjustment in service to meet and exceed the client’s expectations.• Successfully transitioned the service desk of a bilingual client (30,000 users) to our location. My responsibilities included knowledge transfer, work force management and training. A seamless transition took place and we met and sustained all service levels after the transfer was complete • Worked with subject matter experts from level 2/3 groups and vendors to ensure that our knowledge management system was kept up to date and accurate. This improved productivity as employees could quickly provide the correct information to the client.• Motivated team members by means of employee recognition which includes awards, recognition in front of their peers and most importantly provided positive feedback to the employees work.• Implemented a standard customer satisfaction survey process which in turn allowed our team to easily identify short falls and make necessary changes to quickly improve our customer satisfaction scores. In 3 months our team improved to 92% customer satisfaction and maintained over 90% over the next 8 months. Our process was adopted by the other desks supporting the same client.• Achieved and maintained 90% service level and less than a 3% abandoned rate for 18 consecutive months. Exceeding the expectations of the account team.• Actively managed the successful transitions of two incident management systems (Digital Workflow and Service Manager 7)• Managed employee goals and key metrics using a standard monthly scorecard. These were updated and delivered monthly and were used for performance management, annual reviews and also aided in career transitions for the employees.•Managed 90 FTE’s compromising of service desk analysts, subject matter experts and team leads including hiring and training. Show less

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  Manitoba Public Insurance

  May 2011 - Feb 2016

  Operationally responsible for the following:IT Service Desk:• Lead a successful team of 8 service desk analysts providing IT support to over 2200 internal employees and 300 broker agencies.• Successfully implemented ITSM and ITIL best practices to transform the “Help Desk” into a high performing IT Service desk.• Introduced ways to accurately report on the IT Service Desks performance.• Used the reporting in continual service improvement initiatives to provide better value to the business. Improvements were seen in First Contact Resolution, customer satisfaction, meantime to resolution, answer rate, mean time to resolution, identification and escalation of major incidents.• Created and implemented a successful major incident management process that is used today to minimize impact to the business functionality.IT Security Administration• Lead a team of 5 individuals who provide security administration to all of the corporations information assets.• Using active reporting and metrics identified areas for improvement and developed and implemented action plans to remediate the issues.• Actively reviewed and implemented corporate policies and processes to ensure the proper access was provided to the proper individuals.• Liaised with IT Security and Risk Compliance on all IT security related threats and notifications.Request fulfillment Team (IMAC)• Lead a team of 8 individuals in fulfilling IT related request for the entire corporation and its subsidiaries• Implemented and maintained the IT Service catalog to allow a better flow of information for IT related requests.• Used active reporting to identify areas of improvement in people, processes and technologies. Lowered the average mean time to completion from 14 days to 4 days• Worked closely with the business to identify ways to improve IT’s value to the business and how we can make it succeed. Show less

  • Manager, IT Service Management

    Nov 2014 - Feb 2016

  • Assistant Manager, IT Service Desk

    May 2011 - Nov 2014
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  University of Manitoba

  Feb 2016 - now

  Manager, Endpoint Service and Support