Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Denis Lyrette

Information Technology
Coaticook,QC

Summary

Experience with event monitoring, major incident management, change/problem management and service delivery management with a strong focus on details. I thrive in high-performance, multitasking settings, and with the customer as my top priority, my goal is to succeed with them. Talented professional considered knowledgeable leader and dedicated problem solver. Brings more than10 years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.

Overview

10
10
years of professional experience
2
2
Languages

Work History

Project Manager

INTEGRIM Inc.
09.2023 - 03.2024
  • Ensure proper contract management during project execution and multidisciplinary coordination
  • Monitor work progress
  • Participate in discussions with internal departments and customers to address change requests
  • Review and follow up on project plans, ensuring compliance with the contract and the company's standards
  • Prepare and present management indicators for ongoing projects
  • Facilitate project start-up and progress meetings, keeping project schedules and budgets up to date
  • Promote progress to enable file closure in favorable detail.

Major Incident Manager

Innovana Solutions Inc.
03.2023 - 09.2023
  • Ensure a successful communication and resolution by capturing all the necessary expectations and objectives throughout the incident
  • Facilitating business and technical bridge calls
  • Primary incident handler for all communications for the incidents
  • Work with urgency and precision to ensure a smooth escalation of the incident
  • Communicate clearly and deliver verbal and written information for technical and non-technical audiences in order to convey, explain, and educate customers on technical information and product
  • Assesses the impact and urgency of incidents and leads the resources necessary to achieve their resolution.
  • Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
  • Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
  • Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
  • Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
  • Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
  • Improved major incident resolution times by implementing efficient processes and communication strategies.
  • Played a critical role in disaster recovery planning efforts, ensuring that systems were resilient enough to withstand potential challenges from unforeseen circumstances or emergencies related to infrastructure failures or natural disasters.

Service Delivery Manager

Innovatia Technical Services Inc.
03.2022 - 03.2023
  • Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
  • Streamlined operations for improved customer satisfaction and retention rates.
  • Established culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Enhanced service delivery by developing and implementing efficient processes.
  • Conducted regular reviews of service offerings, identifying gaps in the market, and recommending new solutions accordingly.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Cultivated effective and positive working relationships with lucrative clients through onboarding, initial training and ongoing support.

Major Incident Manager

CGI Inc.
02.2016 - 03.2022
  • Responsible for capturing all the necessary expectations and objectives throughout the length of the incident to ensure a successful communication and resolution reporting
  • Support all communications for the incidents as a primary incident handler
  • Work with priority and precision to ensure smooth escalation of the incident
  • Clearly compose and deliver verbal and written information for technical and non-technical audiences to convey, explain, and educate customers on technical information and product
  • Assembles, assesses the impact and urgency, and leads the resources necessary to achieve the resolution of major Incidents
  • Facilitates technical and business bridge calls.

Level 1 Helpdesk Agent

CGI Inc
02.2014 - 02.2016
  • Resolved network connectivity issues, restoring full functionality for affected users promptly.
  • Improved customer satisfaction by efficiently troubleshooting and resolving technical issues.
  • Strengthened client relationships by providing exceptional customer service in all interactions.
  • Documented support interactions for future reference.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Used ticketing systems to manage and process support actions and requests.
  • Supported remote users via phone or remote desktop applications, resolving issues effectively from a distance.

Education

Attestation of College Studies -

John Abbott College

Skills

Risk Management

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Timeline

Project Manager

INTEGRIM Inc.
09.2023 - 03.2024

Major Incident Manager

Innovana Solutions Inc.
03.2023 - 09.2023

Service Delivery Manager

Innovatia Technical Services Inc.
03.2022 - 03.2023

Major Incident Manager

CGI Inc.
02.2016 - 03.2022

Level 1 Helpdesk Agent

CGI Inc
02.2014 - 02.2016

Attestation of College Studies -

John Abbott College

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Denis LyretteInformation Technology