Jason Walker

Jason Walker

With over 15 years of technical support, project management, and people leadership experience, my focus is on helping people use tomorrow’s technology to its full potential today.

My daily goal is to both learn and teach something new.

Team Lead, IT Service Desk
August 2014 – Present
Equitable Life of Canada

TEAM LEAD, IT SERVICE DESK (May 2019 – Present) 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. 

Highlighted Accomplishments:

  • Designed and implemented enterprise-wide IT Service Management Dashboard Metrics reporting, utilizing a VDI (virtual desktop infrastructure) pilot model for overhead displays
  • Developed an After Hours Support Oncall Engagement process in order to provide additional support coverage for major business impacting incidents that occur outside of standard business hours
  • Designed and coordinated core system and end user environment testing as a key stakeholder of a major two-site data centre upgrade and migration project
  • Implemented and deployed an enterprise Skype for Business strategy

MANAGER, IT END USER SERVICES (January 2017 – May 2019) Managed the IT End User Services team which provides end user technical support for Equitable Life’s employees and advisors. Acted as a technical and process escalation resource, supporting the team through workflow management, project involvement, and process design and execution. Key communication and engagement point for major impacting IT incidents and scheduled changes.  

SENIOR ANALYST, IT END USER SERVICES (August 2014 – December 2016) Responsible for the day-to-day operations within the IT Service Desk environment, including technical escalation, workflow management, and process design and execution. Accountable for the monitoring and alerting of key service impacting incidents within the business.  

Manager, Customer Service
May 2013 – August 2014

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.  

Highlighted Accomplishments:

  • Implemented defined channel divisions to prioritize and increase customer service efficiency
  • Key user in SAP AFS deployment and migration for order management and distribution life cycle. Responsible for primary system testing, process implementation, and user training.
Manager, Customer Support
September 2012 – March 2013

Managed the teams responsible for providing support to Desire2Learn’s product and service customers worldwide, while coordinating internal team direction, knowledge, and resources.  

Highlighted Accomplishments:

  • Implemented process documentation controls and review strategies to ensure the validity of technical support reference material
Team Lead, IT Service Desk
February 2005 – September 2012
Research In Motion / BlackBerry

TEAM LEAD, IT SERVICE DESK (January 2008 – September 2012) Managed day-to-day operations of the teams responsible for coordinating internal user, system, and service support for RIM’s employees across the globe.  

Highlighted Accomplishments:

  • Implemented numerous policies and procedures in order to align support from a regional to a global model, while greatly improving overall service levels to defined expectations for phone, email, and in-person support
  • Created documentation control and review procedures to empower staff in technical writing and documentation management skills, while ensuring that all reference material remained current and relevant
  • Developed, deployed, and maintained a global support knowledge base via an intranet web platform
  • Designed and implemented performance metric reporting and quality assurance review procedures to leverage high performers to assist in team training while identifying trends and support issues for improvement  

QUALITY ASSURANCE ANALYST (January 2007 – December 2007) Provided technical coaching and process guidance to RIM’s enterprise support teams with an emphasis on building soft-skills, customer service, and corporate compliance and branding.  

BLACKBERRY ENTERPRISE SERVER SUPPORT (February 2005 – December 2006) Provided support to RIM’s enterprise level customers for BlackBerry corporate products and business solutions within the Microsoft Exchange environment.

Service Manager
June 2001 – February 2005
Superior Computers

Managed in-store service department responsible for building and repairing OEM computers, and developed onsite corporate network administration support team.  

Highlighted Accomplishments:

  • Responsible for developing and implementing department and employee policies
  • Coordinated and delegated support efforts while acting as the technical subject matter expert
  • Primary customer escalation contact relating to support issues
  • Provided onsite corporate network and server administration, including management of Exchange, SQL, and IIS server environments
  • Senior Onsite Technician responsible for designing and deploying server and network solutions with an emphasis on security, virus protection, and remote administration
Skills & Strengths
Logical Thinking
Technical Troubleshooting
Customer Service
Time Management
Project Management