Jonathan Ross

                                                                                                    Calgary, Alberta

                                                                                    jonathan_ross@me.com

Employment History

Senior Technology Specialist

TELUS

Business Transformation

May 2007 - Present

  1. Responsible for designing and implementing of new platforms for TELUS business clients within the ITIL framework.
  2. Maintain client’s expectations through incident/problem management practices.
  3. Responsible for analyzing monthly reports and providing recommendations based on TELUS technology platform.
  4. Responsible for working with the business to identify and improve methodologies and processes.
  5. Following best practices such as ITIL,PCI ,SOXS compliance's within the technology business units.
  6. Responsible for conducting root cause analysis for post incident reviews with clients.
  7. Develop strategies and work with business units to implement and improve Knowledge Management frameworks.
  8. Responsible for liaising with multiple business units to achieve the business goals.
  9. Support project managers throughout solution development, implementation, and testing to ensure that business requirements are met.
  10. Analyze challenges, thoughtfully formulate action plans, and diligently perform tasks until complete.
  11. Provide senior leadership to teammates through coaching and mentoring.

 

Technical Analyst II

TELUS

Business Transformation

July 2004 - April 2007

  1. Problem and incident management following ITIL methodologies.
  2. Provisioning of service requests to customers while adhering to ITSM framework.
  3. Ownership of escalations throughout problem management process.
  4. Facilitated team meetings, lead problem solving discussions, and applied hands on coaching techniques to fellow team members.

Technical Support Manager

TELUS

National Service Assurance

July 2004 - October 2005

  1. Proactive and real time management of Telephone Service Factor to satisfy CRTC regulatory requirements.
  2. In depth analysis of call centre metrics to identify trends and insure call forecasts remain accurate.
  3. Ensure business needs are satisfied through the service assurance process, while new services and products are delivered.

Help Desk Analyst

TELUS

National Service Assurance

May 2003 - July 2004

  1. Incident management for TELUS’ strategic business customers.
  2. Incident ownership, tracking and communication to agreed service levels are met.
  3. Supporting upstream business partners by providing clear and concise communication of customer issues.

Education

IBM

  1. VMware vSphere: Install, Configure, Manage [V4].

Loyalist Certification Services

  1. ITIL V3 Foundation Certificate in IT Service Management.

Exitcertified

  1. System Administration for the Solaris 10 Operating System Part 1 (SA-200-S10).
  2. System Administration for the Solaris 10 Operating System, Part 2 (SA-202-S10).
  3. Solaris 10 ZFS Administration (SA-229-S10).
  4. Dynamic Performance Tuning and Troubleshooting with DTrace (SA-327-S10).
  5. Configuring Security on the Solaris 10 Operating System (SC-301-S10).
  6. Network Administration for the Solaris 10 Operating System (SA-300-S10).
  7. Sun Cluster 3.2 Administration (ES-345).
  8. Sun Cluster 3.2 Advanced Administration (ES-445).
  9. Sun Ray Software Administration Workshop (VM-200).

VMware Educational Services

  1. VMware Infrastructure 3: Install and Configure V3.5.

Red Hat

  1. Red Hat Linux System Administration (RH133).

Southern Alberta Institute of Technology

  1. Networking Certificate of Achievement.

Volunteer Experience

  1. 2011 The Ride to Conquer Cancer.
  2. 2010 The Weekend to End Women's Cancers.
  3. 2008 Calgary Folk Music Festival.
  4. 2007 Habitat for Humanity.
  5. 2004 TELUS Health and Safety Committee Member.