Jessica Monto
Ajax,Canada
Summary
Motivated, efficient, reliable, responsible, hard working Interactive Team player Cost Savings track record Proficient in prioritizing and multi-tasking Excellent communication and interpersonal skills 20 years IT experience
Overview
20
20
years of professional experience
Work History
Americas IT Service Manager
TK Elevator (Canada) Ltd
01.2024 - Current
- Ensuring that SLAs and KPIs are defined, monitored, and met consistently in Americas IT region
- Managing relationships with internal and external service providers to ensure seamless service delivery
- Developing and implementing a Global IT service strategy
- Implementing best practices such as ITIL to drive service excellence
- Conducting RCAs to identify underlying issues and implementing corrective actions to prevent reoccurrence
Help Desk Manager
TK Elevator (Canada) Ltd
01.2019 - 12.2023
- Manage a team of 5 employees
- Mobility management and tracking
- IT purchasing for all of Canada
- Negotiate with vendors for mobility and hardware
- Cystic Fibrosis Charity leader for tke Canada
Senior IT Support Specialist
thyssenkrupp Elevator (Canada) Ltd.
01.2014 - 12.2019
- Handled iPhone training and rollout sessions for Canada
- IPhone support for office and field users
- IT purchasing for all of Canada
- Negotiate with vendors for mobility and hardware
- Organized training sessions for Oracle for the whole country
- First line oracle support for Canada
- First line Concur support for Canada
- Cystic Fibrosis Charity leader for tke Canada
IT Support Specialist
thyssenkrupp Elevator (Canada) Ltd.
01.2005 - 12.2014
- Handled support calls from all over Canada
- Programed new computers to be sent office and field staff
- Involved with the reporting function of Oracle erp system
- Involved in rollout of PDA phones for mechanics
Education
ITIL V4 Certified -
SimpliLearn
01.2004
Bachelor of Science - Major in Business Management, Minor in Operations/Logistics
The University of Findlay
01.2003
Skills
- ITIL expertise
- Service strategy
- SLA management
- Incident management
- Team collaboration
- IT service management
- ITIL framework
Honorableachievements
- Inducted into the University of Findlay Soccer Hall of Fame
- Accepted Athletic scholarship to the University of Findlay, Ohio
- NCAA Soccer Second team All-American (2000)
- NCAA Soccer Freshman of the conference (2000)
References
References available upon request.
Timeline
Americas IT Service Manager
TK Elevator (Canada) Ltd
01.2024 - Current
Help Desk Manager
TK Elevator (Canada) Ltd
01.2019 - 12.2023
Senior IT Support Specialist
thyssenkrupp Elevator (Canada) Ltd.
01.2014 - 12.2019
IT Support Specialist
thyssenkrupp Elevator (Canada) Ltd.
01.2005 - 12.2014
ITIL V4 Certified -
SimpliLearn
Bachelor of Science - Major in Business Management, Minor in Operations/Logistics
The University of Findlay
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