Summary
Overview
Work History
Education
Skills
Languages
Music composition and production
Timeline
Generic

Pete Held

Woodstock,ON

Summary

Seasoned leader in technology and production support, excelling in organizational skills and operational excellence. At OpenText, spearheaded initiatives that significantly enhanced production efficiency and stakeholder communication. Proven track record in project management and incident resolution, driving quality control and team development. Skilled in ITIL framework and infrastructure management, consistently achieving and surpassing service level agreements.

Overview

24
24
years of professional experience

Work History

Manager of Production Support

OpenText
08.2020 - Current
  • Partnered with key stakeholders both internally and externally to align business objectives with production support goals effectively.
  • Increased customer satisfaction scores by closely monitoring production issues and ensuring timely resolution of problems.
  • Organized schedules, monitored shifts, and made sure there was apt coverage.
  • Improved production efficiency by streamlining processes and implementing new support strategies.
  • Escalated and resolved major service issues.
  • Provided status reports to management.
  • Conducted thorough risk assessments on proposed changes or enhancements to production systems, ensuring minimal disruption to ongoing operations.
  • Coordinated with other departments to align production with customer requirements.
  • Evaluated employee performance and provided feedback and training as needed.
  • Utilized data analysis tools to identify and resolve production issues.

Director of Technical Services

SysGen Solutions Group
09.2013 - 11.2019
  • Served as a subject matter expert in technical services strategy development, contributing valuable insights during executive meetings.
  • Optimized resource allocation by accurately forecasting future needs and adjusting budgets accordingly.
  • Introduced automation strategies that significantly reduced manual workload for the technical support team members.
  • Led comprehensive audits of technology systems, identifying areas for improvement and driving necessary changes.
  • Improved stakeholder communication by instituting regular status updates on ongoing projects.
  • Overhauled outdated processes to achieve greater efficiency within the department while maintaining high quality standards.
  • Spearheaded IT infrastructure projects, resulting in improved network stability and reduced system vulnerabilities.
  • Collaborated with cross-functional teams to drive successful execution of complex technology initiatives.
  • Managed vendor relationships to negotiate favorable contracts, ensuring cost-effective procurement of hardware, software, and services.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Managed life cycle replacement of hardware and software.
  • Wrote strategic business plans outlining need for departmental information technology resources.

Information Systems Manager

Company's Coming Publishing Limited
05.2000 - 03.2012
  • Managed the development of custom software applications for improved business functionality.
  • Improved overall efficiency by implementing advanced information systems strategies and solutions.
  • Prepared and maintained regular system assessment and evaluation documents, informing CSO of discovered faults or discrepancies in operations.
  • Collaborated with cross-functional teams to identify system requirements and develop tailored solutions.
  • Facilitated communication between IT teams and stakeholders, fostering collaboration on technology initiatives across the organization.
  • Oversaw user provisioning efforts, verifying credentialing policies, security and maintenance to encourage safe sign-ins.
  • Reviewed existing technical specifications to identify and eliminate potential security flaws and weaknesses.
  • Applied cybersecurity best practices to information system standards, directives and guidance for personnel, monitoring compliance across organization.
  • Mentored junior staff members, promoting professional growth within the IT department while contributing to succession planning efforts.
  • Implemented disaster recovery plans, safeguarding critical data from unforeseen events or threats.
  • Developed training programs for staff to enhance their understanding of new technologies and systems integration.
  • Managed life cycle replacement of hardware and software.
  • Implemented and maintained technology and software budget.
  • Coordinated secure system access of users to various department systems and platforms.
  • Wrote strategic business plans outlining need for departmental information technology resources.

Education

Bachelor of Arts - Computer Science

Canadain College of Business And English
Toronto, Canada
05.1992

No Degree - Leadership And Management

Dale Carnegie
Calgary, Canada
05.2016

MCSE - Computer Information Systems Administration

Home Education
Edmonton, Canada
06.1999

Skills

  • Organizational Skills
  • Operational Excellence
  • Incident Management
  • Project management experience
  • Stakeholder Communication
  • Service Level Agreements
  • Infrastructure Management
  • ITIL Framework
  • Production Problem Resolution
  • Quality Control Management
  • Team Development

Languages

English
Native or Bilingual

Music composition and production

In my spare time I enjoy composing, recording and sharing my works. Early on, my interest in computers was driven by the desire to be an early adopter of digital recording technology. In that I found I had a natural affinity towards technology and pursued that as my career path. I continue to write and record music to this day.

Timeline

Manager of Production Support

OpenText
08.2020 - Current

Director of Technical Services

SysGen Solutions Group
09.2013 - 11.2019

Information Systems Manager

Company's Coming Publishing Limited
05.2000 - 03.2012

Bachelor of Arts - Computer Science

Canadain College of Business And English

No Degree - Leadership And Management

Dale Carnegie

MCSE - Computer Information Systems Administration

Home Education

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