Shawne Hancock has been in the IT industry since the late 90’s and has been involved in a variety of roles from desktop support to managing one of Saskatchewan’s largest help desks as the technical team lead.
Shawne has built a strong process driven service desk through his experience as a team lead for a large Saskatchewan based service desk and while managing the IT infrastructure for Hergott Duval Stack LLP; one of the largest independently owned accounting firms in western Canada. While at Hergott Duval Stack LLP he completed 4 major projects, including merging the infrastructure with Ernst & Young when the company was acquired in 2012.
While employed as a service desk team lead Shawne was in charge of managing a team of more than 20 technical resources across multiple cities. Shawne’s role was to track metrics, SLA’s and work within a complex ITIL framework to ensure proper incident management, event and problem management processes were followed to provide an excellent customer experience.
Shawne has excellent leadership & time management qualities leveraging his time and experience in the Canadian Forces. Shawne’s devotion to IT and Service in general stem from a long career building and supporting multiple environments in a service driven help desk environment.
With HDI Service Desk training, & ITIL certification’s Shawne uses industry standards and best practices to provide the best possible service to clients.