Stephen Hoskins
Oshawa,ON
Summary
Reliable Technical professional with experience in ITSM management, process improvement and Project coordination. Proven track record of successfully updating and maintaining improved Change, Incident and Problem Management processes. Adept at analyzing data to identify trends and developing strategies for continual improvement efforts.
Overview
16
16
years of professional experience
Work History
Change and Incident Management Lead
Canadian Imperial Bank Of Commerce
01.2017 - Current
- Managing Test Environment consisting of approximately 250 endpoints, including coordination of teams to build, configure and maintain project and regression systems.
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
- Designed processes and systems supporting business needs before, during and after transitions.
- Major contributor to major projects, coordinating between Development and internal and external technical resources, for Currency, POC, and upgrade projects
- Establishing ITSM process documentation for Change, incident and problem management life process life cycles
- Participation in CAB meetings on behalf of Test Environment management team to ensure minimization of Risk and impact in non-production environments.
- Key Contributor to ongoing lab strategy/ capacity planning, and onboarding of new infrastructure technologies and hardware.
Change Coordinator / Data Centre Coordinator / System Administrator
Sears Canada Inc
03.2010 - 08.2016
- Managed multiple vendors, coordinating between them and Sears resources to ensure availability of required information to quote and execute any project work that was required, and that vendor accounts remained in good standing
- Participated in various major projects as data center infrastructure resource, and translated business processes and requests into process flows and technical requirements that vendors required
- Drove implementation of project requirements within project timelines
- Championed ITIL V3 Change Management processes, including training IT staff, chairing all Change Management meetings, providing coaching and feedback for change records, and discussing and refining change management processes with Change Advisory Board members
- Key contributor in designing, and implementing IBM control desk (Maximo), including all aspects of system configuration including application design, and ITIL based process flow design and documentation
- Once deployed, updated process flows to account for new managed services.
- Provided on-call after hours system support, ensuring 24x7x365 availability, and improving functionality and leveraging systems to adapt to new processes.
- Training IT staff in proper platform usage and participating in any projects that may be related in some way to IT Service Management.
Customer Support Analyst
Sears Canada Inc
10.2008 - 03.2010
- Answered 50-80 calls per day from store locations personnel and efficiently process requests and reported problems. When necessary, escalated to appropriate support departments
- Recorded all pertinent information in Problem Management System
- Provided feedback on accuracy of support documentation used and provided updated information when acquired
- Provided creative and realistic suggestions to improve existing processes to increase productivity, efficiency and to mitigate ongoing issues
- Attempted to resolve issues reported on first contact, and for higher severity issues, coordinated between support departments on platforms and technology.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems
Client Services Information Specialist / Information Services Manager
Tridon Communications
05.2007 - 07.2008
- Managed IT department of 5 staff, which provided internal support to personnel, and assisted in any maintenance or upgrades to networks or resources
- Attended Senior Management / Shareholder meetings weekly to report on IT related projects and issues, and fielded questions from department heads
- Sourced solutions for business requirements as needed
- Reviewed hardware and/or software technology solutions, taking into consideration possible applications from this company’s perspective, then tested and provided that information to appropriate departments
- Established document standards and technology usage policy documentation.
Education
College Diploma - Multimedia Design
College of The North Atlantic
Stephenville04.2000
Skills
- Data Centre Infrastructure management
- ITIL V3 Change Management
- Vendor Management
- Project Management and Coordination
- Training and presentation skills
- Software, Operating Systems and Networking Skills:
- Windows and Unix operating systems
- Microsoft Applications (word, visio, excel, etc),
- ServiceNow and Maximo IT Service Management platforms
- Genesys, Verint, CUCM administration
- Wired, wireless, and VPN networking, as well as Microsoft IIS, apache, and DNS publication
Timeline
Change and Incident Management Lead
Canadian Imperial Bank Of Commerce
01.2017 - Current
Change Coordinator / Data Centre Coordinator / System Administrator
Sears Canada Inc
03.2010 - 08.2016
Customer Support Analyst
Sears Canada Inc
10.2008 - 03.2010
Client Services Information Specialist / Information Services Manager
Tridon Communications
05.2007 - 07.2008
College Diploma - Multimedia Design
College of The North Atlantic
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