Hannie Morkos
Laval,Canada
Summary
Dynamic leader with extensive experience at NATIONAL BANK, adept in enhancing operational efficiency and team performance. Excelled in leveraging skills like Power BI and fostering team development, achieving significant improvements in process optimization. Proven track record in IT infrastructure delivery and security, demonstrating exceptional problem-solving and team coaching abilities. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Director, Infrastructure Delivery & Security Assets
NATIONAL BANK
Montreal, Canada
02.2019 - 05.2023
- Led a team of 9 Level 2 technical advisors, fostering a deep understanding of their various processes
- Oversaw operational management, including capacity planning, call and email assessments, and managing the performance and quality of the team
- Monitored employee development, ensuring skill enhancement in alignment with their roles and facilitating career progression
- Coached and developed talents, maximizing their potential and ensuring continuous improvement in a dynamic work environment
- Created a motivating operational climate and established, monitored team performance indicators and employee metrics
- Implemented methods and procedures to comply with regulations and effectively manage operational risk
- Gained experience in managing escalation files, resolving and relaying issues to partners, and optimizing processes and operations
- Maintained relationships with SAU employees through regular interactions and meetings
- Utilized Office Vibe and My Voice surveys for performance analysis, implementing coaching and improvement plans as needed
- Reorganized the SAU communications process, ensuring efficient information flow to employees
- Collaborated with Operational Transition Services for seamless adaptation to changes affecting the user community
Director, Infrastructure Delivery
NATIONAL BANK
Montreal, Canada
02.2019 - 05.2023
- Directed a team of 15 Level 1 IT technicians, overseeing the implementation of all technological applications and IT infrastructure
- Managed IT staff responsibilities, including system maintenance, technology upgrades, and performance supervision
- Supervised, recruited, and trained IT employees, ensuring high-quality performance
- Analyzed the IT budget and maintained profitability, monitored daily IT system performance, and installed hardware and software upgrades
- Troubleshot and enhanced overall system efficiency, developed disaster recovery systems, and stayed updated with industry developments
Coordinator / IT Operations & Performance Team Leader
NATIONAL BANK
Montreal, Canada
06.2012 - 02.2019
- Motivated and influenced team members, fostering a trustworthy and communicative environment for achieving objectives
- Managed operations, significant and temporary reductions in physical strength, coordinated training, SRM, RTA, and KBM documentation activities
- Responsible for quality assessments, managed escalations, and analyzed calls for trends
- Supported project integration and coordinated activities for continuous improvement
- Manage administrative tasks, time sheet, including welcoming new employees and coordinating all the integration activities
- Acted as a team leader for the bank team and coordinated schedules, breaks, and lunches for a group of 78 agents
- Prepared and distributed daily stats reports, approved timesheets, managed escalations, monitored team stats, and evaluated agent performance
- Served as the focal point for the telephone system, handling major issues and access problems
Technical Support Supervisor
IBM
01.2010 - 01.2012
Technical Support Supervisor, Helpdesk
IBM
01.2008 - 01.2010
Customer Service
IBM
01.2007 - 01.2008
Technical Support Agent, Helpdesk
IBM
01.2006 - 01.2007
Technical Support Technician
AON CONSULTING GROUP
01.2004 - 01.2007
Education
Diploma (DEP) - IT User Support
COLLEGE OF INFORMATION & ADMINISTRATION OF SAINT-LAURENT
Diploma - Administrative Assistant
INTERNATIONAL CENTER FOR TECHNICAL SCIENCES
Diploma - TOFFEL Administrative in English
AMERICAN LINGUISTIC CENTER
Skills
- Windows
- Novel
- Active Directory
- Outlook
- Microsoft Word
- Excel
- Access
- PowerPoint Presentation Development
- HP
- Remedy
- Jira
- iCloud Data Synchronization
- Power BI
- SAP
Certification
- ITIL Foundation Certified
- Scrum Master Certified
- Agile Project Management (In progress)
Training
- Leader Coach Certified
- Authentic Leadership
- How To Empower Your Team Certificate
- Customer Service, Soft Skills Fundamentals
- The Complete Management Skills Certificate
Timeline
Director, Infrastructure Delivery & Security Assets
NATIONAL BANK
02.2019 - 05.2023
Director, Infrastructure Delivery
NATIONAL BANK
02.2019 - 05.2023
Coordinator / IT Operations & Performance Team Leader
NATIONAL BANK
06.2012 - 02.2019
Technical Support Supervisor
IBM
01.2010 - 01.2012
Technical Support Supervisor, Helpdesk
IBM
01.2008 - 01.2010
Customer Service
IBM
01.2007 - 01.2008
Technical Support Agent, Helpdesk
IBM
01.2006 - 01.2007
Technical Support Technician
AON CONSULTING GROUP
01.2004 - 01.2007
Diploma (DEP) - IT User Support
COLLEGE OF INFORMATION & ADMINISTRATION OF SAINT-LAURENT
Diploma - Administrative Assistant
INTERNATIONAL CENTER FOR TECHNICAL SCIENCES
Diploma - TOFFEL Administrative in English
AMERICAN LINGUISTIC CENTER
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