IT Operations Leadership · Montreal

Enterprise IT
that runs quietly,
scales loudly.

Hi, I’m Jason — an IT operations leader with 15+ years building and running service desk, workforce, and knowledge teams at enterprise scale. Currently driving AI-powered self-service for 30,000+ users at Rogers Communications.

Let’s connect See my work →
15+ years in IT leadership
Managed teams up to 80+
Bilingual EN / FR
ITIL · Agile · AI automation
What I do
Core expertise

Where strategy meets operations — the disciplines I bring to an IT leadership seat.

IT Operations & ITIL
ServiceDesk operations, incident & problem management, SLA governance, and ITIL-aligned process design across Level 1–3 support.
AI & Automation Strategy
Generative AI chatbots, conversation-flow architecture, predictive modeling, and LLM-powered workflows that reduce L1 volume and scale service delivery.
Team Leadership
Hiring, coaching, and mentoring direct teams of 4–12 and indirect workforce populations of 80+. KPI alignment, 1:1s, and career development.
Workforce Management
Demand forecasting, scheduling, and capacity planning for service desks of 50–80+ agents. Budget governance on 7-figure outsourcer contracts.
Knowledge Management
Owning the full lifecycle of enterprise knowledge bases — structured authoring, taxonomy, AI training data, and training programs that cut onboarding time in half.
Vendor & Tool Governance
Managing ServiceNow, Genesys, Remedy, C2, and IVR vendor relationships. Lifecycle oversight, change control, testing, and cost discipline.
By the numbers
Measurable impact

A sample of what leadership has looked like in practice.

70%
Self-service resolution rate on AI chatbot supporting 30K users
3,800+
Knowledge base articles governed as AI training foundation
80+
Technicians under workforce planning at peak department scale
35%
Reduction in annual call volume (~50K calls) via trend-driver analysis
20%
Team efficiency gain from engineered process improvements
25%
Drop in SLA breaches via custom ticket-aging reporting
50%
Reduction in training time through redesigned documentation
0.001%
Variance held against a 7-figure outsourcer budget
Career
Experience

A progression from the phones to the boardroom — every seat has shaped how I lead.

May 2024 — Present
Manager, IT Knowledge & Training
Rogers Communications · Montreal, QC
  • Direct strategy for an enterprise AI chatbot serving 30,000 users — 1,000+ monthly inquiries, 70% self-service resolution.
  • Own the lifecycle of a 3,800+ article knowledge base that trains internal AI tools and support teams.
  • Engineered process improvements that lifted team efficiency 20% and cut content turnaround 10%.
  • Partner with senior leadership to synchronize knowledge releases with product launches.
Jan 2022 — May 2024
Team Manager / Workforce Manager
Rogers Communications · Montreal, QC
  • Strategic bridge between operations and internal dev — drove Agile/SCRUM adoption and guided end-to-end build of an in-house chatbot and custom operational apps.
  • Directed workforce planning for 80+ technicians: scheduling, resource allocation, peak-period coverage.
  • Managed and mentored a direct team of 4–8 IT technicians against department KPIs.
  • Governed vendor relationships and IT support tool lifecycles against industry best practice.
Jan 2018 — Jan 2022
Team Manager
Rogers Communications · Montreal, QC
  • Led 10+ Level 1 ServiceDesk technicians in IT Operations, consistently meeting and exceeding KPIs.
  • Oversaw the department’s Workforce Management team through constantly shifting demand.
  • Owned the vendor relationship for the Genesys IVR implementation.
  • Partnered with the internal ServiceNow team to validate and evolve ticketing workflows.
Mar 2015 — Jan 2018
Reporting & Scheduling Lead
Rogers Communications · Montreal, QC
  • Built and managed forecast-based monthly schedules for 50+ junior and senior agents.
  • Forecasted department volumes and modeled the impact of change before it hit the floor.
  • Administered and evolved the VCC IVR platform and led a 6-person ticket management team.
  • Supervised development of the Service Desk reporting database and web portal.
2014 — 2015
Queue Manager · L1 Lead · L2 Technician
Dessau · EnGlobe / LVM · Montreal, QC
  • Supervised L1 teams of 4–12, hit Fast-Track and VIP SLAs, and kept 4,000+ hardware assets within 95% inventory accuracy.
  • Led the C2 ticketing platform implementation at EnGlobe — taxonomy, forms, change requests, and user testing.
Oct 2012 — Apr 2014
Deskside Services Team Leader
CGI (on-site at Dessau) · Montreal, QC
  • Supervised 12 Deskside technicians plus 6 ID admin / Wintel / Networking specialists.
  • Partnered with Client Relations on prioritization; processed all escalation and Fast-Track requests.
  • Coached for performance and owned schedule / vacation planning for operational continuity.
Sep 2009 — Mar 2012
Senior Support Representative · Multi-Account Pooling
IBM · Montreal, QC
  • Resolved 200+ high-level escalations per month across Windows, Active Directory, Exchange, and BlackBerry.
  • Cut training time 50% and increased trainer productivity 15% through a rebuilt documentation program.
  • Stepped in as acting Team Leader on multiple rotations; led weekly QA coaching for 15–25 agents.
  • Supported account transition to a foreign country — telephony testing, documentation, supervisor training.
Apr 2007 — Sep 2009
Workforce Management & L1/L2 Helpdesk Analyst
Rogers Communications · Montreal, QC
  • Forecasted call volume to within 2% by quarter, month, and week — including two 2–3K/month outsourcer queues.
  • Implemented ticket-aging analytics that reduced SLA breaches 25%.
  • Contributed to a call-reduction initiative that eliminated 50,000+ annual calls (35%+ reduction).
  • Held outsourcer budget variance to 0.001% on a 7-figure spend.
Aug 2004 — Jul 2006
Level 2 Technical Support Agent
Bell Sympatico (Home Internet) · Montreal, QC
  • Handled ~800 technical and billing issues per month; led the team in FCR and calls taken.
  • Co-built an HTML troubleshooting tool that cut handle times and lifted resolution 10–15%.
Tools & platforms
The stack I’ve led with

Hands-on familiarity, not just vendor slides — the tooling actually in play across my teams.

Service Management

ServiceNow Remedy OVSD Maximo C2 ITSM / ITSP Service Power ITIL

Telephony & CTI

Cisco Avaya Genesys Meridian Lucent VOIP IVR design

AI, Data & Automation

Generative AI Chatbot architecture Conversation flows Predictive modeling Knowledge base taxonomy Workflow automation

Platforms & OS

Windows 3.1 → 11 macOS 10.0 → 26 Microsoft 365 Exchange Active Directory SCCM iOS · Android

Networking

TCP/IP Ethernet Wi-Fi / Mesh Cisco VPN AT&T VPN Routers / Firewalls Printers

Leadership & Methodology

ITIL Agile · SCRUM Lean Six Sigma Workforce Management Forecasting Vendor governance Budget management
Outside the 9-to-5
Where curiosity lives.

Leadership pays the bills, but staying sharp means keeping a hand in the work. Here’s what I tinker with when the office lights go off.

Home lab & self-hosting
A working mini-enterprise in the basement — virtualization, containerized services, NAS, monitoring, and segmented networking. It’s how I pressure-test ideas before they reach a production team.
Scripting & automation
PowerShell, Python, and Bash scripts that remove friction from the boring things — file ops, reporting pipelines, home lab deployments. If it happens twice, it gets automated.
3D printing & making
Designing and printing functional parts for the home, the lab, and the occasional “this didn’t exist so I made it.” Industrial Design training (Dawson) shows up here more than anywhere else.
About
Hi, I’m Jason.

I’ve spent my career closing the distance between technical systems and the people who rely on them. I started on the phones at Bell Sympatico, moved through Rogers and IBM as a senior technical resource, and grew into leadership roles where I now run the strategy for an enterprise AI chatbot and a knowledge base that trains it.

What I care about: building teams that keep ownership even when the tools change, designing operations that are forgiving of real-world variance, and making AI an actual lever — not a pilot that never ships. ITIL and Agile are tools in the belt; the real work is helping people move faster with less noise.

Fully bilingual (EN / FR), Montreal-based, and open to conversations about senior IT operations, knowledge management, and service delivery leadership roles.

15+
Years in IT leadership
25+
Years in IT overall
30K
User base supported (current)
EN/FR
Fully bilingual
Get in touch
Let’s talk.

Open to senior IT operations, knowledge management, and service delivery leadership conversations. I respond within 24 hours.

Email
jason@jasonperez.com
LinkedIn
linkedin.com/in/jasonperez3
Based in
Greater Montreal · open to hybrid / remote
Response time
Within 24 hours