IT Staff Smarts: The Augmentation Approach

💭 Charter Engage: Know IT Podcast Series – IT Staff Smarts: The Augmentation Approach
 
Charter's podcast episode titled 'IT Staffing Smarts: The Augmentation Approach' discusses the shortage of IT resources across Canada and how firms like Charter provide specialized IT resources to fill technical skill gaps, assist overwhelmed staff, and support lean teams. Staff augmentation is a flexible and efficient way for clients to leverage external resources to supplement their IT teams.

Get to know our contributors: Loretta Leniuk, Charter’s Director, Staff Augmentation; Kegan Adams, our Chief Operating Officer; and Mark George, Charter’s Director – Energy, Resources & Industrial Markets as they discuss the benefits of staff augmentation for your business;  the differences between a solutions-based and transactional approach to hiring; bench strength; best practices; and ways the approach has changed in the last few years. 

“…Staff augmentation is definitely helping our clients navigate the new world of how they are operating with their full-time employees, but still maintaining, keeping the lights on, keeping projects moving forward in IT..” – Loretta Leniuk, Charter, Director, Staff Augmentation

This is the last of four Charter Engage: Know IT podcasts set to be released weekly in October. 

·       Week 1 - Charter’s Business Transformation Roadshow: A Practical Approach to Business Transformation

·       Week 2 - Cybersecurity Awareness Featuring Jason Maynard

·       Week 3 - Charter's Cybersecurity Best Practices

·       Week 4 - IT Staff Smarts: The Augmentation Approach

💙 Leave a Rating and Review on Apple Podcasts

Let Charter help drive your business outcomes Forward, Together.

Transcript

Charter Engage: Know IT Podcast – 

IT Staff Smarts: The Augmentation Approach 

[Recorded simultaneously in Burnaby, BC, and Calgary, AB]

September 222nd, 2023

Presenters: (in order of appearance)

·       Mark George, Charter, Director – Energy, Resources & Industrial Markets, Moderator

·       Loretta Leniuk, Charter, Director, Staff Augmentation

·       Kegan Adams, Charter, Chief Operating Officer

[4:05] Mark George - Host

Welcome to the latest episode of Charter's ongoing podcast series called Charter Engage: Know IT. I'm your host, Mark George, the Director of Energy, Resources, and Industrial Markets for Charter. Today's discussion is titled 'IT Staffing Smarts: The Augmentation Approach.' 

As we touched on in our last podcast [1], there's a real shortage of IT resources across Canada - and the world, for that matter. [2] So many customers are turning to firms, like Charter, to provide the specialized IT resources they need to fill technical skill gaps, assist overwhelmed staff, better support lean teams, overcome long hiring cycles - and dealing with the challenges of accelerated project timelines. Having the qualified IT resource for day-to-day support and project delivery is key to the successful completion of strategic business initiatives. 

For over 25 years, Charter has built a very successful business as a reseller of networking, IT, security, and collaboration products and services. Last year, we made the strategic decision to invest and build a much broader systems-, or as we like to call it, a solutions-integration business. This included building specialty professional service practices in critical areas such as business architecture; cybersecurity; Governance, Risk, and Compliance (GRC); and staff augmentation. To do this, Charter will take responsibility for customers achieving business outcomes, leveraging best-in-class technology and a comprehensive portfolio of professional services to help them integrate and optimize across the traditional and OT infrastructures. To put these comprehensive solutions together, often Charter will partner with third parties to help our clients achieve their digital transformation and business objectives.

For our regular listeners, you know we’ve spent the last few months in our podcast series exploring topics such as how we work with industry partners to secure connected workers [3], leveraging design thinking to build business transformation roadmaps [4], and most recently, moving beyond using spreadsheets to make more informed decisions. [5] We are now starting a new series that highlights the broad range of advisory services that Charter offers our clients as part of our solution integration business, and it allows us to feature each of our practice leaders.

I'm pleased to introduce our guests: Kegan Adams, the Chief Operating Officer of Charter, and Loretta Leniuk, the Director of Charter's Staff Augmentation Practice. Both Kegan and Loretta have extensive technical and technology industry experience. And, of course, Loretta, who leads our [IT] Staff Augmentation practice, has been in the staffing market for over 20 years. So, let’s get started. 

Loretta, what is staff augmentation and what types of services does Charter offer?

[7:39] Loretta Leniuk

Ok. Great to be here with everyone. So, I think I want to allude to part of your info, Mark, where you were talking about transformational changes that companies are going through. And finding that balance between day-to-day operations, new IT initiatives, and having access to the right skill sets can be a challenge. And that's where staff augmentation really comes into play and how Charter can help. So, Staff Augmentation: it's a flexible and efficient way for our clients to leverage external resources. And what that means, then, is that Charter can strategically supplement our clients' IT teams, due to (as you mentioned earlier), if there are technical skill gaps, industry spikes, business growth, long hiring cycles, and other so forth. 

[8:42] Mark - Host

Now, I saw a recent article, Kegan, that talked about the fact that Indeed, the hiring and job searching platform, revealed that thirteen of the 20 best jobs in Canada for 2023 are tech-related roles, and they cover areas such as data analysis, data protection, and security analysis. [6] Kegan, why don’t you give a sense, then, to our listening audience [of] what led you and the executive team, at Charter, to decide to build a specialized practice in this specific market?

[9:18] Kegan

Great, thanks, Mark. I’m, actually, going to rewind a number of months. So, one of the things that I noticed about Charter (when I, actually, worked with Charter in a partner mode), was that it had a strong, strong history of making technological-based recommendations on product solutions; it then had a very capable project team; it then developed a support and a managed service offering. 

But, after I joined Charter, almost three years ago, one of the things that customers were telling us (and that’s a key thing – customers and industry – “What were our customers and what was the industry telling us?”), [was that] they expected more. What they were looking for directly aligned with our mission, [and] our purpose, which is all about aligning people, process, and technology. And there were gaps that our customers were facing, (be they skill set, be they having the right skill set at the right time, be they having the skill set for the right amount of time that we could help them in either in a project, or a support, or a managed service mode) - but they, actually, wanted more flexibility. 

So, one of the things that, as we were looking at the different practices that we were looking to establish, (and this is taking us back about 14 months ago), we realized staff augmentation was one of those key building blocks that our customers were looking for from Charter. 

The next step was identifying potential candidates to help create and lead this practice. Loretta came to the top of that candidate pool quite quickly. 

So, one of the things that we’ve tried to do in each one of our practices is to identify industry leaders to talk to them about the Charter vision and mission; and how, you know, our ultimate goal is simplifying the business of IT might wrap around what they and how they want to bring their areas of focus to market. 

So happily, Loretta did join Charter. And one of the things that she’s brought forward is that close connection to industry; to our clients; with our sales and pre-sales team to make sure that all of these different parts of a discussion come together. And we are able to present staff augmentation solutions, be they use of internal team members or through the (I’ll call it a) bench that Loretta and her team are busy building – that we are very quickly able to respond; [to] provide the right people; the right skill sets for the right amount of time; to help deliver the outcomes that the customers are looking for. Or as, in Charter terms, that alignment of the people, the process, and technologies – staff augmentation is uniquely positioned to bring those things around.

So, it's been exciting to see what we’ve done over the last 12 months, which we have customers already linked up with us with staff augmentation across a number of industries. So, to that, I think, the customers but also, I think, Loretta’s leadership, and the close alignment that Charter has with the different industries is really key to building that bench.”

[14:01] Mark - Host

So, Loretta. Let’s drill down in some more detail on this notion of bench strength and the value that Charter brings to a client from a staff augmentation POV. Maybe help us better understand the types of augmentation services that Charter provides. But as important, how does a client decide that they need staff augmentation service, whether it's to help them bridge to hiring or a specialized skill set?

Why don’t you drill down on that in some more detail?

[14:38] Loretta Leniuk

The type of augmentation approach that Charter brings to the market is actually solution-based. So, it's not transactional – “Here is the job description, find a resource.” Instead, we’re taking the solution-based approach where we really talk with our client and get to know them, their environments, and so forth and develop from there.

But, to your first point about “What do we offer, what do we bring to the table?” So, the approach is solution-based, but the services are highly skilled IT professionals; dedicated resources, a flexible work model, such as hybrid, remote, or on-site, operational or project support - and we also have V experts, as well, and we can probably go into that, move into that a little bit down the line, here. And then, as well, having standardization of our services across Canada.

So, what do our clients look for, and why, and when would they reach out to us? So, there's a few reasons why our clients would reach out to us. [It] could be business growth, [it] could be technical skills gap; [it] could be industry spikes, depending [on] what industry that they're in. Lone hiring cycles. I think that is, first and foremost, what a lot of clients are experiencing right now. But also keeping IT initiatives and project timelines on track, or even getting them started because that loops into the skills gap and not having enough team strength to move these projects and initiatives forward. 

[16:35] Mark - Host

Well, it doesn't matter what periodical you pick up, everybody’s been talking about these skill shortages. And clearly even at the college level, university level, and even some of the special D training programs in the marketplace, they just can't graduate enough students. [7] So, I'm sure many of our listeners are sitting here going. “How do I deal with this problem?” And the advice that you shared to reach out to Charter is clearly an amazing opportunity for them to find that right kind of skill set.

Now, Kegan, I believe that one of the challenges that you've seen in talking to our clients is, “What are some of the pros and the cons of using staff augmentation?” Maybe share some of your insights that you’ve gained as you’ve talked to some of our clients, or even some of the feedback that you’ve gathered as you meet with various people in the marketplace.

[17:37] Kegan

Yeah. Great questions. And I'm, actually, going to bring Loretta into this as well. So, when, you know, we were talking to customers about what they're looking for from an organization, like Charter, from their partner, they weren't looking for a recruitment-type of organization. There are lots of those. They weren't looking for an organization that, sort of, says, “You know, if you pay me a fee, I'll go and find the person for you; we’ll put them in your environment; we’ll invoice you, and at the end of that, well, either we can renew it or, you know, you wrap up.” And during the process of onboarding, there wasn't a lot of feedback. 

So, one of the things that we're really pleased to offer is a different model. Loretta, I'll bring you in on this one, but what you and your team offer is something where we're not just finding the right person, for the right role, at the right time, we’re also coaching and mentoring those individuals while they're working as an extension of the customer's environment. 

So, in essence, you know, it’s a unique value prop that we're offering, which is not only are they an extension in the customer’s bench, they are also part of the Charter bench, and there is continuous development for our Staff Augmentation professionals. Plus, we often use our own team members in these roles. 

So, Loretta maybe you could pick up on those and then talk about that, how your team works with the clients and with their staff augmentation folks that are assigned to clients. 

[19:11] Loretta Leniuk

So, as one of the services that Charter offers, we definitely have that approach with our clients, where we’re a partner with them. Based on the 25 years that we've been in the industry there are some really strong relationships that we have with existing clients. But even with the new clients, we take the same approach.

When we identify that they are interested in staff augmentation, or have been experiencing some of the challenges that I listed earlier, the very first thing that we do is set up what we call a scoping call. That scoping call lets us know what the client is actually looking for. What I find interesting during the scoping pause is that the clients have ground onto the word staff augmentation and they're not exactly sure even what that means. So that's why this scoping call is very important because we want to hear what the challenges are in the industry right now, what they’re experiencing, [and] how they came to that point where they felt that they needed to supplement their team. And, through that discussion, and it's a two-way discussion, we know their environment, if they’re an existing client; we know what's been going on in there; what they’ve been purchasing; what other services they've been using from us. And all that information comes into this meeting talking about staff augmentation. 

And from that give and take, asking questions, maybe they don't know what they don't know - and that's where our expertise comes into play, where we can identify where the challenges are, what service we can offer to them, what type of resource we can offer. Not only that, maybe even step back, in that Staff Augmentation may not be the Charter service that they need at this time, or another service can work in conjunction with Charter and the client. 

So that's another advantage to working with an organization such as Charter. It is, again, about the solution and pulling in the plethora of services that we have. 

[21:46] Mark - Host

So, this IT solution approach sounds like an amazing service that Charter brings to the marketplace. Can you do this on a national basis or is it more regional in nature, Loretta?

[22 :04] Loretta Leniuk

[Its] completely national – we can even do international on this. The same process works regardless if it's a local client where we can go into the office and have the one-on-one, face-to-face, or if we’re on a video across Canada, or globally, talking to our clients. It's the same type of conversation that is going to happen. It's having the client open up and truly let us know what is happening in their environment. The goal is, is that the more we understand about our client's environment the quicker we can come to the table to solve and/ or solution through that problem and have the correct resource for them.

We do this very specialized so that it's cost-effective; timelines are shorter because we do all this heavy lifting in the front end, to gather this information, and once we have this information, then we bring it back into my team, and talk with them about “Where we want to find this resource?” 

And another benefit that our clients can capitalize on is that, as Kegan referred to earlier, the first place we look is our internal delivery teams and our bench. “Who is available? Who matches the services or the skills that they're looking for? Who can possibly be assigned for that length of term to be successful in the initiative that they have going?” So, the turnaround on that could be, actually, quite quick, where we can have “feet to the street,” in their office or remotely and moving that forward for the right initiatives and projects. 

If that doesn't work, where we can't go into our internal teams, then we do have a list of our process contractors that work with us. Now these are “lifers.” These are people are looking for full-time work, as an employee. They love the thrill and the variety of the projects to be assigned at different client sites - and also working with Charter. They understand working as a solution provider, and so forth, that we set them up for success; they know how to work with us; we know and trust their work when we're putting them in front of a client. And we use those contractors over and over again so that we can deploy them, yet again, to another client when that is done. 

Further from that, we do have a network of IT resources that we keep tabs on. They call us, as well, to let them know, or let us know when they are available. And if push comes to shove, we definitely can recruit into the market.” We have strong relationships in the market with different IT groups and associations; as well as partnerships and vendors that are out there. So, we have a multitude of different levels of where we can find these resources that are working closely with us and matching it to what our client is experiencing in their environment. 

[25:58] Kegan

Loretta, while I was listening to you there, one word came across – it’s confidence. And the confidence that we have in our process, and the confidence customers can have in their process and finding the right person, for the right role, for the right time. And I believe when you consider adding contractors to your bench, you also get feedback from other Charter leaders. So, there's a bit of a validation that takes place during that process, which can be unlike a simple recruitment agency. [Can you] comment on that?

[26:31] Loretta

Well, definitely. When we are talking with the contractors, we get to know them quite well because we also have resource management as part of our service. So, when we place or deploy a resource, whether they be an internal bench or contractor, we are in constant contact with them to see that expectations are aligned; that the work is what we had said it was going to be; the environment is conducive to a successful project, and so for - so there's a lot of feedback and resource management that is also involved with this. And likewise, the resource management also is with the client to ensure that expectations, as we go along in the deployment, are aligned. 

So that level of communication definitely raises the bar and the percentage to have a very successful opportunity in deployment. 

[30:02] Mark

So, if I understand some of the points you've been developing, Loretta, clearly Charter can provide very specific skill sets, whether they're a technical skill set, an industry experience, or a functional experience and help a client kind of get through the peaks and valleys and, more importantly, deal with some of the project timeline demands that every organization is seeing. But I suspect you also have some thoughts on how organizations, clearly, have been impacted since COVID-19. And it’s changed every business. And, I'm sure, it's also impacted the staff augmentation side of the marketplace. Can you share some of your thoughts with us on some of the things you're seeing since Covid? 

[30:59] Loretta

Absolutely bang on, on that. Covid was a game changer for staff augmentation. So, let's just take it a little bit pre-covid. 

With staff augmentation solutions that we were providing, it would be predominantly about 100% deployment on-site. That was more the norm than having a remote staff augmentation deployment. Then, the world gets hit with Covid, and a pandemic. And in any industry, it definitely shook things up. Staff augmentation was actually, or remained very strong during covid because we still had access to a lot of resources, and so forth, but now it became 100% remote. So, [with] the same process in place. We were still able to talk with our clients and their teams, (those were very lean.) They may have downsized somewhat, during the pandemic. And so, they still have IT initiatives and projects that need to be moving forward. And that's definitely where staff augmentation was there to supplement on their teams.

Now, if you want to call it post-pandemic or, now they were eased into covid as being as part of our world, people are going back into the offices, clients are now mandating so many days in the office, and remote, and/ or mandating people come in 100%. The people that have been working remotely during all this time have now created a new life balance, where they don't want to be, necessarily, as a full-time person going back into the office, and/ or taking this opportunity to change into another role, or another job. 

This, again, is where staff augmentation is definitely helping our clients navigate the new world of how they are operating with their full-time employees, but still maintaining, keeping the lights on, keeping projects moving forward in IT. 

So, as they navigate that aspect of their business, they have been reaching out to Charter to supplement their IT teams. The people that we work with are OK for going on-site, are great with working remote, and/ or having a hybrid. So, definitely, we’ve cultivated our network to be able to accommodate our clients’ requests in this world that we find ourselves in now. 

[33:52] Mark

Well, thank you for those insights. Kegan, maybe as we get ready to wrap up today's podcast, I'd ask you to perhaps share with our listeners. One of the things that we try and do in every podcast is give real-life examples where a client has selected Charter, in this case, to provide staff augmentation services and ultimately, anything that you could share with us about perhaps why they chose Charter. And then, maybe some comments on what the benefit to them was in selecting Charter? 

[34:33] Kegan

Sure, Mark. Actually, a few things come to mind. One of the things that the industry [and] our customers were telling us was that staff augmentation requirements weren't limited, as some might think, to start up for small business that didn't have all the skills in-house - and they needed some additional skills added for a short term, or they needed a specific area of expertise to round out their team. In fact, what we're finding is our staff augmentation customers cross all the industries that we work with. So, be they service provider, be they healthcare, education providers, right across public sector entities from small and medium businesses, right up to larger enterprises. And, as you know in the Energy Resources, and Industrials sector, as well, you know there are skill gaps - whether they're open the field, whether they’re in terms of central IT, or in the ever-challenging okie environment, where skills are needed. 

So, a couple of examples to demonstrate, you know, that come to mind. One is, Loretta found exactly the right person who is interested, capable, and excited about traveling to remote sites in northern BC to help the Health authority set up wireless solutions - that don't just help the health centre in that community but is also available to the broader community. So, it's about bringing connectivity and applications to serve communities, so that's one example. 

Another example, again sticking with healthcare, would be you know we have large health authorities that look to Loretta and her team to round out their skill sets. If they’ve had a tough time attaching, recruiting the skill sets that they are looking to add to their bench, we've had, now, professionals in place for many months, in fact years, that are part of a larger enterprise and in essence that become hard with their team, but never forgetting that were there for the day-to-day week to week. Coaching, mentoring and professional development that our client and our staff augmentation expert is expecting from us. 

I guess, a couple of other things that come to mind is you know, what we're seeing is more and more a blend of IT in OT, and that's a unique skill set. You know, some of us come from the carpet, some of us come from the field, and there is a unique skill set out there, and I used to work unique deliberately because it's not a big part of the IT professional subset that have the blend of those capabilities. 

So, what Loretta's been doing is building a bench and people with those skills. So, whether they're wireless weather, its application based, whether it's securing applications, whether it's ensuring workers are, in fact, safe in the field are all things that our staff augmentation bench, and I use that word repeatedly I know, but that staff augmentation bench we have people capable of those functions those activities for customers.

[38:00] Mark

Loretta, any final comments you want to share with our listeners today on the podcast? 

[30:04] Loretta

You know, I get pretty passionate about IT staff and staff augmentation. Because when I can see the success that we do have with our clients, and to Kegan’s point about finding a person that's willing to go up north and into some of our remote sites that our clients have there. And yes, they're doing the IT side of it, but we also have some really strong feedback about how our resources are well integrated with the people that they were talking with, up there - talking the non-technical and the technical (depending on who the audience is, up there.) 

But it truly is about the culture and that is another aspect that Charter (internally as well - we have a very strong culture and belief system, and so forth), and that transfers over to our clients, where we try to understand their environment, as well. So, not only about “What type of people would go in there?”, but the technology, the culture, the process of how to get that person in there. It's all one solution-based approach, that we're doing here.

And, in fact, one of the things I forgot to mention earlier is that our deployed resources also have access to our internal delivery team [Subject Matter Experts] SMEs. That's a game-changer. What that means is that as they are doing the work, that that we have been assigned to do on the client side, (whether it's project-based, whether it's operation-based, and so forth), should they run across something in the environment that was not identified prior to us going in, (maybe the client wasn’t aware of this as well), they have the option to phone in and call into our teams internally to our SMEs [and] talk about it. And what that might do, then, is, actually, set up another meeting with the client to discuss this, “This has come up, are you aware? Should we go in a different direction?” 

And so, it's a very much a proactive approach to our client, where they also look to Charter to do that - to anything we notice in the environment that we can make them aware. Very proactive versus just doing the work and solving issues that occurred. Let's be proactive - and that's definitely where staff augmentation can be an asset. 

[40:44] Mark

Well, I want to thank both Kegan and Loretta for the tremendous insight you’ve provided today to our audience. It's very clear that Charter understands that providing qualified IT resources for day-to-day support and project delivery is key to the successful completion of business initiatives. 

We hope today's podcast has been valuable and thank you for investing the time to listen to our program. For additional information, please go to our website www.charter.ca, or feel free to reach out to Loretta directly either on LinkedIn or to lleniuk@charter.ca  

Now before we close off, I want to remind everyone that Charter is hosting a cross-Canada Roadshow[1] next month and it's focused on the practical approach to business transformation, how people, process, and technology can positively drive the company and organization forward. Our messages will help demystify the whole concept of business transformation, and it's geared to answer two critical questions: “What value does business transformation offer my company?” and more importantly, “Where do I begin?” We’ll be in Toronto on October 17th; Regina on October 19th; Calgary on October 20th; Victoria on October 23rd; and Vancouver on October 24th. You can go to www.charter.ca to review the program and register for those Lunch and Learn sessions. 

Thank you again for tuning into our podcast series, Charter Engage: Know IT. 

Sources:

[1] Charter - Forward, Together. (n.d.). Www.charter.ca. https://www.charter.ca/post/charter-announces-its-latest-podcast-charters-business-transformation-roadshow-a-practical-approach-to-business-transformation 

[2] The Tech Brain Drain and Talent Shortage in Canada| Randstad Canada. (n.d.). Www.randstad.ca. https://www.randstad.ca/employers/workplace-insights/job-market-in-canada/a-primer-on-the-canada-tech-brain-drain-and-how-to-solve-it/ 

‌[3] The Secure Connected Worker - Think Big - Charter Engage: Know IT. (n.d.). Charter.buzzsprout.com. https://charter.buzzsprout.com/2094661/12400570-the-secure-connected-worker-think-big 

‌

[4] Charter - Forward, Together. (n.d.). Www.charter.ca. Retrieved October 27, 2023, from https://www.charter.ca/post/charter-announces-its-latest-podcast-we-are-all-designers 

‌

[5] Charter - Forward, Together. (n.d.). Www.charter.ca. Retrieved October 27, 2023, from https://www.charter.ca/post/charter-announces-its-latest-podcast-moving-beyond-spreadsheets 

‌

[6] Tech-related roles dominate Indeed’s best jobs list in Canada for 2023. (2023, January 30). https://betakit.com/tech-related-roles-dominate-indeeds-best-jobs-list-in-canada-for-2023/ 

‌

[7] Wong, J. (2023, March 14). Demand for skilled trades is soaring. So what’s standing in the way of more apprenticeships? CBC. https://www.cbc.ca/news/canada/skilled-trades-education-1.6773564 

‌

‌Presenters: (in order of appearance)

 |  Mark George, Director - Energy, Resources & Industrial Markets | Mark George is a proven business leader with global experience across multiple industries. He currently serves as the Director – Energy, Resources and Industrial Markets for Charter. Prior to that, he worked for five years as Managing Partner and Founder of EdgeMark Capital and Advisory Services Inc., a capital markets and financial advisory services firm.  Mark’s in-depth energy markets experience developed through leadership roles with Environmental Refueling Systems Inc. and with PricewaterhouseCoopers.  From 2000 to 2010, he served as the Founder and President of the Cielo group of companies, a fully integrated residential and commercial construction and real estate development company in Arizona. Mark has an intense interest in emerging technologies, having spent 15 years with Nortel, Bay Networks, DEC, and Honeywell in progressive sales, management, and executive roles throughout the Americas and Asia Pacific. Mark proudly serves on the boards of several privately held companies and not-for-profit organizations.  
 |  Loretta Leniuk, Director, Staff Augmentation | Loretta manages the Staff Augmentation & Resource Management business unit across Canada. With 20 years in the IT industry, Loretta has extensive experience assessing/ providing clients with IT Staffing solutions to meet their short/ long term requirements. Her experience is rounded out with: client relations, resource management, full cycle recruiting, contract negotiations, and managing a team of IT professionals (Recruiters, Project Managers, Business Analysts, Desktop Analysts, etc.) ready for deployment.  Tasked with developing/ maintaining consistency of all IT Staff Augmentation Services, processes, and procedures, across regions, ensuring our clients receive the same standards and high-quality service wherever their offices may be located. Loretta’s success is routed in her ability to build trust in long-term relationships with clients and internal business units to support the growth/ expansion of services. Primary role: Point of contact for IT Staffing/ Resource Supplier contracts. Management of IT Staff Augmentation-related requests, inquiries, escalations, Client contact, contract management, and signing authority for Staff Augmentation.  
 |  Kegan Adams Chief Operations Officer | As Chief Operating Officer, Kegan Adams’ primary areas of accountability are to translate the company’s strategy into actionable performance and growth goals and to ensure Charter continues to enhance its high-performance, people-centric, team environment. Kegan’s operational areas of accountability includes project services, including the Company’s project management office, support and maintenance solutions and managed services as well as Charter’s advisory and consulting services which includes: Cloud Managed Networking, the Company’s Clarity offerings which includes adoption, lifecycle and data analytics services, Staff Augmentation in addition to its Business Architecture, Governance, Risk and Compliance, Security practices.
 |   |  
 |   |  
 |   |  
 |   |  

About Us:

Charter [https://www.charter.ca/about], an award-winning IT solution and managed services provider, was founded in 1997 in Victoria, BC, Canada. We offer a comprehensive portfolio of innovative IT solutions, managed services, project delivery, and consulting services. Our mission is to align people, process, and technologies to build better organizations, enhance communication, boost operational performance, and modernize businesses. Our team of experts leverages a business architecture methodology and a human-centered design approach to drive successful digital transformations for our clients, unlocking new opportunities, generating value, and promoting growth. We provide knowledge and support that extends beyond our clients’ businesses, empowering them to focus on their core operations. Let Charter help drive your business outcomes Forward, Together.

Questions? Please contact Dawn van Galen at dvangalen@charter.ca or 250-412-2517

© 2023 Charter Telecom Inc. All Rights Reserved.