Liana Rowlands
604-93 Westwood Rd., Guelph,ON
Summary
Experienced IT leader with a proven track record in guiding technical teams and enhancing IT operations. Skilled in communication and building partnerships to achieve business objectives. Expertise across telecom, network, hosting, security, and vendor management to drive positive outcomes.
Overview
23
23
years of professional experience
Work History
IT Manager
Skyline Group of Companies
Guelph, Canada
05.2023 - 03.2025
- Directed team of 12 service desk and systems administrators to execute ITIL-aligned processes, improving incident resolution times.
- Guided support teams to elevate service quality and customer satisfaction through mentorship.
- Collaborated with departments to identify and address technology needs and solutions.
- Established SOP documentation to streamline training and operational processes.
- Coordinated migration of equipment for nearly 300 staff to new site without downtime.
- Facilitated migration of company-wide soft phone system with integration into Teams.
- Analyzed service desk performance metrics to identify areas for improvement.
- Orchestrated contract negotiations with vendors to optimize costs and align services.
Technical Supervisor Network and Business Systems - Lab Services
University of Guelph
Guelph, Canada
05.2002 - 05.2023
- Ensured 24/7 server availability leveraging over 20 years of database expertise with Oracle and SQL Server.
- Migrated 60% of on-premises server systems to cloud, significantly reducing infrastructure costs.
- Developed and maintained technical processes to enhance operational efficiency.
- Collaborated with teams to implement a new data analytics solution using Tableau for improved reporting.
- Negotiated vendor contracts to meet evolving business needs and technology requirements.
- Mentored desktop and network support staff to improve service quality and customer satisfaction.
- Directed employee performance management through structured appraisals, targeted training, and support for continuous improvement.
- Evaluated vendor proposals for technical services and equipment procurement decisions.
Education
Certificate - Psychological Health And Safety in The Workplace
University of Fredericton
371 Queen Street | Suite 400 | Fredericton, NB E3BCertificate of Technical Studies - Information Technology
Navigation Computer Training And Consulting
Kitchener, ONSome College (No Degree) - Bachelor of Computing
University of Guelph
Guelph, ONSkills
- Team collaboration skills
- Cybersecurity best practices
- Technical troubleshooting expertise
- IT infrastructure oversight
- SQL Server, database management
- Employee training and development
- Cisco infrastructure management
- ITIL framework
- IT service management
- IT budgeting expertise
- Oracle, Business Objects, and reporting tools
- ERP, Azure, and cloud solutions
- SaaS systems, SAN management
- IT risk management
- Microsoft Server, workstation support
- O365 software applications proficiency
- Effective communication abilities
- Policy development strategies
- IT procurement
- Documentation
- Freshdesk, customer service
- HP servers administration
- IT infrastructure oversight
- Technical troubleshooting expertise
- Employee training and development
- Team collaboration skills
- Effective communication abilities
- Policy development strategies
- Disaster recovery
- IT procurement
- Cybersecurity best practices
- IT risk management
- Application support
- ITIL framework
- IT service management
- IT budgeting expertise
- Documentation
Professional Development
- An Introduction to Psychological Health & Safety in the Workplace
- Enhancing Managers' Emotional Intelligence
- Key Principals for Managers
- Life Design Coaching Essentials
- Personal Leadership at Work
- Managing Your Mindset
- Implementing a Data Warehouse with Microsoft
- Persuasive Coaching and Resilience Now Seminar
- Leading for Well-being Seminar
- Coaching and Communication for Performance
- Mental Health First Aid
- Administrating SQL Server
- Crystal Reports
- SuSE Linux
- Active Listening Webinar
- Health and Safety Certificate
- GTEC conference Leadership training
- VMware
- Oracle Database PL/SQL
- Sage ACCPAC Erp System Manager
- HP-UX System & Net Admin I
- HP-UX Unix Fundamentals
- Oracle - Introduction to SQL
- Managing and Maintaining a Windows Server Environment
- Linux Fundamentals/System and Network Administration
References
References available upon request.
Timeline
IT Manager
Skyline Group of Companies
05.2023 - 03.2025
Technical Supervisor Network and Business Systems - Lab Services
University of Guelph
05.2002 - 05.2023
Certificate - Psychological Health And Safety in The Workplace
University of Fredericton
Certificate of Technical Studies - Information Technology
Navigation Computer Training And Consulting
Some College (No Degree) - Bachelor of Computing
University of Guelph
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