Luke Faulkner
IT Service Management Professional
St. Thomas,Ontario
Summary
Tireless Service Delivery Manager with over 16 years in the IT industry talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
18
18
years of professional experience
13
13
years of post-secondary education
Work History
IT Service Delivery Manager
Fully Managed
01.2021 - Current
- Led and managed team of service desk and field services professionals across ageographically distributed footprint (multiple time zones)
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Used personal/team resources and customer’s engagement, ensure all reasonable attempts to process and close requests expediently and within SLA
- Ensured active monitoring of all customer systems and services; including heightened responsiveness to issues identified
- Continually evolved & adjusted schedules based on changing business and customer needs
- Worked with standardized operating procedures or creating new ones when necessary
- Technical leadership of Tier 1 and Tier 2 teams; responsible for training, coaching, competencies and certifications of team members
- Identified bottlenecks which contributed to Service Level Agreement breaches and recommended/enabled improvements
IT Field Technician
Fully Managed
01.2020 - 01.2021
- Providing primarily on-site support and repairs to computer equipment
- Assisted service desk team members by providing remote support as required;
- Deploying workstations, installing switches and software
- Maintaining accurate documentation of client networks, information, and issues
- Working with standardized operating procedures or creating new ones when necessary
- Consistent certification and skills updates
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Helped streamline repair processes and update procedures for support action consistency.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Created user accounts and assigned permissions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
IT Services Coordinator
The Salvation Army
01.2019 - 01.2020
- Single point of contact for all aspects of the operation of IT’s Managed Services
- Provisioning of reliable core communications capabilities such as internet, VOIP, and other capabilities that may be added to the MS catalogue
- Monitors and manages compliance to SLAs between service providers, IT and Remote Offices
- Ensures correct financial cost disbursements and recovery between service providers, Worksites and IT Office
- Utilize team members’ skills and experience when necessary to achieve a timely resolution
- Manages vendor relationships with service providers and client MUs, ensuring healthy, equitable interactions and transactions
- Ensures that all parties involved with the implementation and execution of the Managed Services strictly adhere to all relevant documented policies and procedures.
- Delivered services to customer locations within specific timeframes.
- Proven ability to develop and implement creative solutions to complex problems.
Intermediate End-User Support Analyst/Telecom Specialist
The Salvation Army
01.2012 - 01.2019
- Assist clients in computer hardware and software issues in a timely and professional manner
- Support clients regarding various networking related issues such as internet connection, drive mapping, Group Policy, ISP issues, Network Printing, DHCP, Active Directory, etc
- Provide knowledge, expertise and troubleshooting on mobile devices on various mobile OS platforms, Cisco CUCM, Ring Central-based VoIP solutions and implementations
- Handle occasional escalations when assigned, while maintaining a professional demeanor and a resolution
- Utilize team members’ skills and experience when necessary to achieve a timely resolution
- Constantly keep up-to-date with the latest technology trends and latest known issues with hardware and software, informing the team of relevant information
Data Network Analyst
TELUS Communications
01.2007 - 01.2011
Technical Support Trainer/Representative
ClientLogic
01.2005 - 01.2007
Education
CompTIA A+ Certification -
CompTIA
01.2020 - Current
ITIL Foundations V3 Certificate - ITSM
Axelos
01.2017 - 01.2017
IT Support Centre Analyst Certification
HDI-UBM Tech
10.2015 - 10.2015
IT Project Management -
Global Knowledge
Toronto, ON 01.2017 - Current
Bachelor of Arts - General Studies
Booth University College
Winnipeg, MB 01.2000 - 01.2004
Skills
Customer service abilities
Multi-site and client servicing
Service delivery
Service-Oriented Architecture
Risk mitigation planning
Documentation and reporting
Training and Development
Quality assurance
Budget administration
Agile framework
Analytical and Critical Thinking
Requirements analysis
Timeline
IT Service Delivery Manager
Fully Managed
01.2021 - Current
CompTIA A+ Certification -
CompTIA
01.2020 - Current
IT Field Technician
Fully Managed
01.2020 - 01.2021
IT Services Coordinator
The Salvation Army
01.2019 - 01.2020
ITIL Foundations V3 Certificate - ITSM
Axelos
01.2017 - 01.2017
IT Project Management -
Global Knowledge
01.2017 - Current
IT Support Centre Analyst Certification
HDI-UBM Tech
10.2015 - 10.2015
Intermediate End-User Support Analyst/Telecom Specialist
The Salvation Army
01.2012 - 01.2019
Data Network Analyst
TELUS Communications
01.2007 - 01.2011
Technical Support Trainer/Representative
ClientLogic
01.2005 - 01.2007
Bachelor of Arts - General Studies
Booth University College
01.2000 - 01.2004