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Customer Service Project Manager

Ajax, Ontario, Canada
November 16, 2018

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Aiyesvarie (Aish) Vairavanathan

** ********** **** *****

Ajax, Ontario L1S 5K2

(c) 647-***-****



* + years of Tier 1 application support experience within the healthcare industry supporting Ontario Healthcare Reporting Standards (OHRS) compliant Financial and Human Resource Management Systems

Strong knowledge of personal health information protection legislative requirements

Effective communication and interpersonal skills

Experience using structured methodologies for the maintenance of applications

Ability to work independently and as part of a team to achieve goals within a set time-frame

Experienced working in a fast paced environment while multi-tasking project deliverables


University of Toronto: Masters of Information Studies (MIst, Honors, 2008)

Ryerson University: Information Technology Management (B.Comm, 2004)


June. 2012 – Present Community Care Information Management (CCIM)

Software Specialist – Level 1

Provide Dynamics GP implementation support to 300+ healthcare organizations within the CSS, CMH&A, SCCH, LTCH, & CHC sectors

Provide telephone and email support to users in Health Services Provider organizations (HSPs) in Ontario

Manage the high volume of user access forms for all the MIS Sectors

Enhance triage and service request processes to improve response and resolution time across all sectors utilizing the Footprints tool

Proactively manage support issues, service levels, and client expectations

Prepare end-user documentation for the MIS solution

Make recommendations for service improvement

Assist in the testing of Quadrant Workforce, Microsoft Dynamics GP, or 3rd party service releases or upgrades

December. 2009 – June.2012 Community Care Information Management (CCIM)

I.T Project Administrator – Level 1

Provide technical application support in response to MIS end-user requests

Act as a liaison for the MISIT Team and Business team to resolve client issues in an efficient manner

Informs customers on problem status and progress. Involve third-party vendors as required.

Update & Distribute the MISIT implementation progress sheet to all business units (sector specific excel file)

Create instructional guides for internal and external users

Provide administrative and project support to the MISIT team

Create and gather KPI’s (Key Performance Indicators) through Footprints to create reports for management team

Utilize Internal CCIM tools to help resolve clients issue: Footprints, JIRA Tracking Tool, & Alfresco

April. 2008 – April. 2009 Ministry of Health and Long-Term Care (MOHLTC)

Project Coordinator (Assistant) – Transition Division

Assists with project plans maintenance and tracking

Organized and attended transition meetings, recorded minutes and prepared reports for


Coordinated and conducted survey research to support projects and initiatives

Maintains and updates project plans, issues and risks logs to review with Project Manager

Prepared presentations and briefing notes for the Transition Division (MOHLTC)

Monitored and provided an assessment of the Directory of Networks (DoN) application

Helped establish and maintain an electronic document repository structure to store confidential health information, while reducing redundancy and adhering to document integrity standards

July 2004 – September. 2006 Client Logic Corporation

T- Mobile Blackberry Support Agent/Mentor/Trainer

Provided second-level technical support for operation or maintenance of a Blackberry device and /or servers using documented procedures and available tools

Utilized troubleshooting guidelines and techniques to identify solutions resulting in one-call resolution

Documented customer calls through detailed description of the problem and summary of the solution with the Remedy A/R application

Created, interpreted, and analyzed internal performance reports related to Average Handle Times (AHT) and call quality

Worked on development team to provide Curriculum development and eLearning material

Critiqued new technical agents on their customer service skills, troubleshooting methods, and implemented a plan to help them improve their AHT and quality scores

Delivered a series of five to ten course modules focused on basic Blackberry troubleshooting steps, diagnosing application errors, external transfer protocols to Research in Motion (RIM), Blackberry Web Client and Enterprise Server errors

June. 2001 – July. 2001 Geologistics Corporation

Logistics Administrator

Acted as a customer liaison between IBM vendors and warehouse personnel

Traced and tracked air and ocean freight shipments to overseas locations such as Korea, Japan, Australia, and various European locations

Prepared master airway bills and house airway bills for international export of cargo

Developed an inventory control system by utilizing Geologistics' POMS application, Samsung SAP System, Excel, and IBM FOX System

Created a report application in Access to help track inventory in a more efficient manner

Communicated and followed up with clients to ensure that they were satisfied with the level of service received


2006 - Present: Co-Chair of the Anjalee Fine Arts School of Music, Organizer of Annual Community Concert

References available upon request.

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