David G. Lewis
e-mail: david@davidsfolly.com
Profile:
A people-oriented manager, with 30 years experience in Retail, B2B, Government, and Banking Information Technology. Thrives on challenge, enjoys a fast paced technical environment, and believes in change as a way of life. Technically adept. Talents include: team building, problem solving, and ability to start with the end in mind.
Professional Experience:
AJB Software Design Inc., Toronto, Ontario – September 2001 – Present
Sr. Manager of Support, Technical Services
- Promoted to this position in recognition of outstanding management capabilities.
- Brought in to resolve issues within the support organization.
- Support team consists of Level I, Level II, and Quick Response Team (15 staff).
- Revised all job descriptions.
- Developed new promotion criteria.
- Revised performance management measurements.
- Improved problem management reporting.
Manager, Quick Response Team
- Migrated function of team from Solution Delivery to Support Services so as to provide timelier problem resolution to customers.
- Established a technical support team to resolve 2nd and 3rd level customer issues in a call centre environment.
- Handled transition from rotating staff from Development Department to full-time staff by hiring 3 new headcount.
- Developed training process for new staff.
- Implemented Software Release and Problem Management procedures.
- Established performance metrics for annual reviews.
- Developed promotion criteria.
Team Lead, Quick Response Team
- Created new team to handle support for maintenance of all software defects.
- Utilized existing development staff for team on a rotating basis.
- Defined initial operating procedures.
Senior Programmer/Analyst
- Hired into role based upon industry experience and years of software development.
- Quickly established as “go-to” person for communications products and technologies.
- Identified early on a gap in how defect support was handled within the company.
