Eric Robichaud CD (ITIL)

Experience

• 

  Le ministère de la Défense nationale

  Apr 2000 - Feb 2024

  • Managed a Team of 76 IT01, IT02 and IT03’s FTEs augmented by 10 contracted resources. Nine direct reports from various sections focused on first line operational in-service support to DND in the National Capital Region (NCR) (Ottawa-Gatineau)• Oversaw IT Service Desk Operations for all DND NCR clients. 32,000 clients, servicing several platforms such as the DWAN, telephony, mobility devices, 1st line support to hardware, File and Print Services and other unique networks.• Assist with ensuring proper staffing levels are maintained throughout the project.• Maintain the incident management systems.• Responsible for monitoring and reporting on Service Desk performance and ensure compliance with • Established service levels.• Analyzed problems for correct prioritization and classification.• Take overall responsibility for incident and service request handling on the Service Desk ensuring all • Incidents and requests are addressed in accordance with established HSIN program guidelines.• Drive the efficiency and effectiveness of the incident management process.• Develop and maintain Service Desk operator scripts.• Maintain the Service Desk Standard Operating Procedures (SOPs) as needed.• Coordinate problems analysis activities to ensure the proper resources are available.• Investigate assigned problems through to resolution or root cause.• Liaise with all problem resolution teams and maintain support for the problem management process.• Perform customer service duties and act as a point of escalation for Service Desk staff.• Maintain the Knowledge Management database on Sharepoint.• Assist with incident and request trend analysis.• Participate in weekly ticket review meetings to discuss status of all open tickets and issues impeding resolution. Show less • Managed a team of 13x VVIP IT support analysts. Established, maintained, and monitored the delivery of innovative IT Business Line Support Services. Established goals and priorities for the team and supports the management of allocated funds. • Provided technical advice and guidance to DND's VVIP client organizations such as the Office of the Minister of National Defense on IT capabilities, IT requirements and security to support the achievement of departmental objectives. • Developed work plans, IT requirements, deliverables and communications plans as well as promoted and communicated the benefits and applications of IT Business Line Support Services to senior management, clients and colleagues. • Assessed the potential contribution of IT services to provide innovative IT solutions to strategic departmental change initiatives and investigates opportunities for collaboration and partnerships with other departmental organizations and/or IT suppliers regarding these products and services.• Reviewed, and modeled client IT business environments, operations, processes, and practices in context with proposed changes or opportunities. • Communicated business requirements, and recommendations into clear IT business solutions to clients, IT technical staff, management, and IT suppliers to ensure understanding of client needs and the identification and scope of the required business solution. • Represented the org in discussions with senior managers, IT specialists, IT suppliers, and clients to collaborate, influence and obtain understanding and agreement on requirements or the resolution of IT business line and technical issues. • Led departmental multi-disciplinary project teams, liaised, and worked collaboratively with stakeholders to assess the impacts of IT services changes, evaluated and recommended innovative solutions to support business direction, and liaises and collaborates with stakeholders, including contributing to escalation management when required. Show less

  • Head of Information Technology Services / National Capital Region Service Desk

    Apr 2023 - Feb 2024

  • Department National Defense VVIP IT Portfolio Manager (Ops)

    Apr 2020 - Nov 2023

  • Director Information Management End-User Services Sergeant Major

    Jun 2019 - Mar 2020

  • Life Cycle Material Manager LCMM / Radar & Communication Services

    Jul 2016 - Jun 2019

  • Information Technology Client Services Manager

    Jul 2012 - Jun 2016

  • Radar Systems & Telecommunication Systems Instructor.

    Jul 2008 - Jun 2012

  • Aerospace Telecommunication Information Systems Technician

    Apr 2000 - Jun 2008
• 

  UNI Financial Cooperation

  Feb 2024 - now

  Information Technology Business Partner

  An IT (Information Technology) Business Partner or BIO in a banking company has several key responsibilities. Here are some of the typical tasks:• Analyze, model and understand existing business processes and propose improvements using technological solutions.• Present concrete solutions linked to customer needs. Worked closely with internal customers to understand their needs and propose technological solutions that meet these needs.• Participate in the planning of management information systems: Played a key role in the planning and implementation of new information systems to improve the efficiency of the company.• Contribute to the effectiveness of IT project management: Ensured that IT projects are managed effectively and that the technological solutions implemented meet the business needs of the organization.• Manage internal/external relationships and alliances. Worked closely with various stakeholders, including suppliers, customers and even competitors, to optimize exchanges and connections. Show less