Responsible for the overall delivery of IT end-user support and leading daily operations within the IT Service Desk. Primary technical and process escalation contact for the company. Managing team workload and resource prioritization, shift and oncall scheduling, and focused on continuous support improvement through technology and process enhancements.
Jason Walker
IT Professional
Technology Enthusiast
Customer Service Evangelist
Nascent Cinephile
Husband & Father
Jason Walker
IT Professional
Technology Enthusiast
Customer Service Evangelist
Nascent Cinephile
Husband & Father
Resume Highlights
Experience
2014 - Present
Team Lead, IT Service Desk
Equitable Life of Canada
2013 - 2014
Manager, Customer Service
adidas
Managed the Canadian TEAM division of adidas Customer Service, which was responsible for coordinating and managing orders relating to sport federations, clubs, and associations while working closely with Sales Reps and Dealers. Instrumental in the development and implementation of reports, analytics, and policies while training and mentoring a high performance team.
2012 - 2013
Manager, Customer Support
Desire2Learn
Managed the teams responsible for providing support to Desire2Learn’s product and service customers worldwide, while coordinating internal team direction, knowledge, and resources.
2005 - 2012
Team Lead, IT Service Desk
BlackBerry
Responsible for day-to-day operations of the IT teams responsible for coordinating internal user, system, and service support for Research In Motion / BlackBerry employees across the globe.
Skills
Support
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Windows Support
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Mac Support
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iPhone Support
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Linux Support
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Hardware
People
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Communication
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Customer Service
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Delegation
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Leadership
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Humour
For further details please download my full resume.