Matthew Harford

Experience

• 

  University of Waterloo

  Jun 2013 - Aug 2022

  - Led a 40-person cross-functional team across all IT functions including IT Communications, Telephony Support, Application Support, Service Desks, and Knowledge Management.- Improved customer satisfaction from 90% to 96% & reduced response times to <30 minutes using Jira Service Management.- Developed and implemented a knowledge management strategy by introducing a new knowledge base to streamline client self-service that generated 300,000 views in only 1 year. - Oversaw, managed, and led a 3-person team providing frontline IT support to 40,000 students, staff, and faculty.- Improved service offerings on campus by successfully pitching, planning, and implementing 2 new Service Desk locations to provide improved geographic availability to students across a large area.- Doubled the size of the team from 16 to 32 Service Desk staff to meet the needs of both Service Desk locations. - Generated $120K in annual cost savings by leading a project to install new fiber infrastructure and wireless access points that replaced individual cable modems in 250 townhomes.- Provided training and mentorship to 6 junior members of the team on network troubleshooting best practices.- Served as a SharePoint Site Owner by consulting with users, overseeing site design, and creating new workflows.

  • Information Technology Manager

    Jul 2018 - Aug 2022

  • Service Desk Supervisor & Computing Consultant

    Nov 2014 - Jul 2018

  • Technical Support Specialist

    Jun 2013 - Nov 2014
• 

  Faire

  Aug 2022 - now

  Senior Manager, IT

  - Led, hired, and developed a high-performing global team of 8 IT professionals to spearhead all aspects of IT project management, data analytics, SaaS spend management, integration, automation, and support.- Transformed and modernized IT strategies by enabling and securing buy-in for data-driven decision-making, streamlining the administration of logistics and procurement processes, and automating on/offboarding activities.- Established an environment with leadership, team, and individual dashboards on SLA performance, ticket distribution, backlog, and resolutions to enable the team to respond to 90% of requests within 15 minutes using Snowflake and Mode. Show less