Chris M. Stinson

Information Technology Leader

– Leading with Character –

Experience

Sep 2019 - Present

IFDS Group

Senior Manager, Data Centre Services and Operations
  • Manage multiple teams in the areas of Service Delivery Management, Operations Support Services and Data Centre Operations
  • Accountable for all aspects of Data Centre and co-location facilities including, HVAC, UPS, STS/PDUs, etc.
  • Deliver Operations Metrics including the analysis of Incidents, Problems and reporting on SLAs
    Leading Disaster Recovery planning and execution.
  • Critical Incident Management – lead the restoration of impacted services and deliver Client incident reports.
  • Manage Operational Acceptance testing to ensure successful project delivery/transition into a supportable steady state.
  • Accountable for all Data Centre Operations including monitoring alert response, incident management, problem and change management along with automation and enterprise scheduling of jobs and cycles.
Feb 2018 - Aug 2018

Express Scripts Canada

Senior IT Manager, End User Services
  • Led a diverse, high performing team of professionals in the areas of Service Desk, Applications Support,Technical Support  and Procurement.                     
  • Accountable for the End User Services for Express Scripts Canada (Hardware, Software, Imaging, End Point Protection, AV and Mobile device program)
  • Supporting and Enhancing ITIL processes: Incident Management, Problem Management.
  • Responsible for Training plans, performance Management, Customer Service Excellence improvement initiatives building out a knowledge base.
  • Accountable for the CapEx and OpEx budget.
Sep 2013 - Feb 2018

MT Services Limited Partnership at McCarthy Tetrault

IT Manager

  • Accountable for the Tier 1-3 end user support for the Firm including Conference Floor services, and Mobile Program Management
  • Re-engineered and implemented ITIL processes: Incident Management, Problem Management.
  • Built a Service Catalogue for the IT Service Management team.
  • Managed the deployment of some key Projects: Managed Print Services and Mobile Device Upgrade, Conference Floor remediation and implementation of a ‘Shift Left’ initiative that resulted in a lower cost model for support. 
  • Developed Asset Management and procurement processes so that we can keep track of assets and peripherals for the Firm.
  • Led a diverse, international team: Training plans, performance Management, Customer Excellence improvement initiatives building out a knowledge base.
Jun 2012 - Aug 2013

KPMG MSLP

Manager, Information Technology Services - Ontario Region

  • Accountable for the Tier2 and Tier3 end user support for the Ontario Region.
  • Initiated an improved metrics reporting process and created a new report for the ITS Managers and Director in Canada.
  • Project Management for projects (small and large) – member of the team that successfully rolled out SAP.
  • Manage Customer relations and engagement in various locations in Ontario
  • Implemented a continual service improvement program to shift tasks closer to the customer in order to reduce service interruption time with will result in increased customer satisfaction and productivity.
  • Planned and implemented a remote support model in Ontario in order to improve efficiency for the support analysts. The result is a reduced cost for support when compared to the traditional desk side support model.
2007 - 2012

eHealth Ontario Agency

Service Transition Manager for the CDMS Program

  • Transitioning of the critical cornerstone applications from project/program into operations with little to no impact on the day to day operational activities including Risk Management.
  • Manage stakeholder relationships including communications and expectations
  • Service Design that integrates with the agency’s ITSM standard processes.

Manager, Corporate IT and Service Centre Support

  • Oversaw the development of policies, procedures and strategies for the Service Desk, Enterprise Operations Centre, Desktop Support and Corporate IT and measuring compliance.
  • Provided mentoring, coaching for staff including performance management for direct reports.

Supervisor, Enterprise Operations Centre

  • Led the Enterprise Operations Support team (24 staff) in 2 datacentres.
  • Enhance the crisis management process, transitioning the situation manager role into the Enterprise Operations Centre.
  • Leading member of a team aimed at service continuity (BCP), Disaster Recovery (DR) planning and DR testing.
  • Monitoring of over 37 WAN circuits and the infrastructure and applications of the agency’s critical services.

Operations Lead - OLIS Program

  • Managed the transition of an outsourced program from multiple vendors to and in-house support structure, ensuring process compliance, establishing operational readiness, stakeholder engagement, communications, quality service design and Risk Management.
2002 - 2007

IBM Global Services - Schneider Electric Account

IT Enterprise Lead

  • Accountable for the daily leadership of the IT Operations including supporting policies, workflow prioritization, project supervision and oversight of all IT functions/systems/equipment for Canada.
  • Coordinate resources in Canada, maintaining a 98% SLA and a 88% Customer Satisfaction.
  • Involved in Server Management, Desktop/Application technical support, Network Management, Asset Management, Voice services, Security Administration, business continuity and Disaster recovery.
2000 - 2002

G.E. Capital I.T.S. - Nortel Networks Account

Senior Help Desk - Technical Support

  • Provided global PC hardware/software and network support for Nortel employees. Averaged 35 calls/day while maintaining an 80% resolution rate.
  • Implemented a Knowledge Management tool that reduced call times by almost two minutes and increased first call resolution by 8%.
  • Planned, edited and published an ‘Online’ Newsletter that included submissions from agents up to management to promote community and team spirit.
1997 - 2000

Comfort Inn Hotel - Sudbury and Pembroke, ON

Acting/General Manager

  • Managed an operational/Capital budgets for the Comfort Inn Hotel (in excess of 1 million dollars)
  • Maintained 86% occupancy rate, meeting all targets in sales and revenue.
  • Developed a standard reservation process and Welcome packages for all group bookings.
  • Managed a staff of 23 (maintenance, laundry, house keeping, and front desk)
  • Member of a committee designed to increase tourism in the city of Pembroke.

Education

2000

The Institute for Computer Studies, Mississauga, ON

E-Commerce/Network Specialist Diploma Program
1996 - 1998

Cambrian College of Applied Arts and Technology, Sudbury, ON

Hotel and Restaurant Management Program
1990 - 1996

Laurentian University, Sudbury, ON

Bachelor of Science (4yrs Honours) Degree in Biology

Additional Training

- Agile Foundations Training
- Managing Performance - The Performance Appraisal Process
- Management Skills - Influencing and Collaboration
- Virtual Teams - Participating in Virtual Meetings, Communicating Effectively
- Project Management - Fundamentals, Scope, Communications and Process
- Managing IT Projects - Project Planning and Execution
- Leadership Development Program
Excellence in Service - Working with Upset Customers
- Workplace Mental Health Leadership Certificate Program

Certifications

- MCSE
- ITIL v2 & v3 Foundations
- ITIL v3 Service Transition
- ITIL v3 CSI - Continual Service Improvement

Skills

LEADERSHIP 96%
COMMUNICATION 93%
PEOPLE MANAGEMENT 97%
TECHNOLOGY 94%
CUSTOMER SERVICE EXCELLENCE 98%

About Me

Hi,

I am an accomplished IT Leader who has been successful in not only in a number of different industries but have been recognized for delivering business valued IT solutions and customer service excellence.

I am a person who loves a challenge. I am able to drive towards results and act with appropriate urgency in highly dynamic work environments.

I am diplomatic, professional and exercise sound judgement, maintaining excellent business relationships.

Contact