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I am a Support Manager with expertise in IT Service Management, Team Management, Project Management, ITIL, and Technical Support. With a track record of managing support teams and delivering a world-class customer experience, I excel in People Management Skills. I have 13+ years of experience as an L1 and L2 ops/support lead, actively participating as a major incident manager and POC for P1 issues. As a Support Manager, I am responsible for handling critical customer escalations, ensuring career development of individuals, and contributing to strategic planning for team growth and project management. I am self-motivated, results-oriented, and focused on delivering high levels of customer satisfaction through world-class support services. I have extensive experience in setting up bridge calls for major incidents, tracking incidents, ensuring SLA compliance, and implementing operational management processes and best practices. My background includes expertise in Microsoft Office, Active Directory, and Windows. I have a strong background in the banking/finance industry, particularly in the Accounts Payable domain, and have a proven track record of providing global client and user support experience. Experience in Agile Practices (release management) in the areas of estimation, planning, development, testing & agile Project Management. E.g. User Story, Story point estimation.

At the Bank of Montreal, I took the lead on initiatives to significantly enhance our operational efficiency and software development processes. By leveraging my organizational skills and effectively communicating with stakeholders, I was able to drive improvements. My leadership helped us resolve production issues more efficiently and noticeably boosted team productivity. This experience highlights my ability to achieve results and foster collaboration across various functions.

Proven leader in production support and project management, excelling in incident resolution, cross-functional collaboration, and risk management. Committed to driving operational efficiency and enhancing customer service levels through strategic problem-solving.

Competent Production Support Manager with a knack for offering counsel and direction for team members. I am currently helping my Direct Reports to become a high performing team. I am a high performing, result oriented and multitasking software professional having 9 years of experience in IT focusing on DevOps, Project Management, Production support & development, networking, infrastructure, Sports & Media department, open platform for agencies to book Ad campaigns for one of Canada’s number 1 Sports Channel #Sportsnet. In-depth knowledge of various DevOps terms such as IaC (Infrastructure as Code), CI & CD (Continuous Integration & Continuous Delivery), Waterfall & Agile methodology. Demonstrated methodical, detail-oriented, and thorough approach to all projects while adhering to compressed timelines. Consistently recognized for excellent problem solving & analytical. I am a very organized individual with excellent documentation skills. Set quality standards within the team. I am a people person with high EQ. Responsible for maintenance of multi-million systems for Rogers Sports and Media IT department. Supported continuous improvement by investigating alternatives/automations and presenting them for architectural review.

Micheal Gladin

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