ERIC JACQUES

Manager with more than ten years of experience with projects and operations. Known for rigor, attention to detail and customer service. Proven capacity for analysis, troubleshooting, and service delivery management. Excels at managing customer expectations, communications and presentations. Perfectly bilingual with experience working in Canada and the US (dual citizen).
- Proven capacity to manage customer expectations and deliver agreed upon services.
- Managed different types of projects successfully in time-critical environments.
- - Project definition and planning.
- - Time and resource management.
- - Risk and communication management.
- Managed teams of up to 75 employees in an IT operations environment.
- Broad technical knowledge with networks, MS software, telephony, Unix/Linux and databases.
- Experienced with outsourcing transitions.

I have demonstrated accomplishments in site migrations, software roll outs, development of analysis and metrics standards and management presentations. I have extensive experience managing customer service personnel in a technical environment and worked with my team to develop new and/or enhanced automation tools for the delivery of services along with the planning and development of analysis techniques.