James Curran

Background

About James Curran

Managed the operations of the Desktop Operations team of a budget of over 1 million dollars delivering desktop support services, IT consulting services, IT business infrastructure solutions, and participate as project resources, internal improvement projects for approximately end-users for primarily financial organizations across Canada. • Developed customer service contracts to resulting in the establishment of departmental service levels and products and services. • Contributed to the development of new security related products and services to improve the organization’s environmental integrity to ensure payment card compliance (PCI) and other audit related controls. As a result our team’s launched DLP (Data Loss Prevention), disk encryption, anti-virus, group policies, local admin password tools, to name a few. • Worked closely with service providers to launch new technology such as desktops, laptops, tablets, MDM solutions, print solutions, and software to meet organization and customer needs. • Managed server operations for a number of clients to ensure equipment is continually maintained to proactively prevent outages and ensure high availability of 24/7/365 operations. This included disaster recovery plans, power conditioning strategies, server migration planning, business continuity planning, physical security, decommissioning activity planning, and procurement activities. • Created and implement departmental processes and procedures to set standards leading to improved service and customer satisfaction such as: Break/fix, customer service, • Developed statements of work for client presentation, quality assurance testing strategy, delivery of remote on site implementations, develop high level cost estimates, warranty management, conflict resolution, and provide overall IT management direction to customers. • Achieved Service Level Agreement targets through monthly detailed reporting and remediation activities.