Management Customer Service

MASSIMO AMORUSO

*** ****** **** **** **********, Ontario L4H 2S8 Phone: 647-***-****

Email: **************@*******.*** LinkedIn: https://www.linkedin.com/in/mamoruso

Profile

Understands and translates business use cases into technical requirements

Excellent at planning and budgeting features or projects so they are delivered on time within scope

Demonstrated strong leadership skills in leading teams and strong staff retention

Great at facilitating technical workshops and meetings across business and technical teams

Effective at communicating between cross-functional teams to deliver on project goals

Very adaptive and a quick learner in a constantly changing environment

Very familiar with cloud, security, data and new emerging technologies

Technical Proficiencies

WORK EXPERIENCE

Chartered Professional Accountants of Ontario August 2013- Present

Manager Applications - Service Delivery

A fast paced role managing an 8 person team of Support Analysts, MS SharePoint and MS CRM Architects, DBA’s and Contractors focusing on providing quality applications services for the firm

Lead and managed the adoption and implementation of MS SharePoint as the Document Management Repository for the unified organization (CPA Ontario). Consolidating and enhancing over 1,500 site/sub sites and document libraries

Lead and managed the migration of the paperless workflow system from OpenText to MS SharePoint as a part of the firms PCI compliance initiatives/consolidation

Improved the application support process for the IT department to deliver resolutions 30% faster

Saved the firm over $250K by managing and consolidating vendors in a new organization

Mentor team members in various scenarios both professionally and technically

Lead the initiative to consolidate all application support processes and document management systems as part of a three way merger. Implemented ITIL v3 processes and DevOps principles within the team.

Certified Management Accountants of Ontario January 2013 – July 2013

Senior Applications Support Analyst

A technical leadership role focused on supporting the organization from both an application perspective and moving forward their paperless workflow process

Managed a team of 4 people focusing on the collection, preservation, and retirement of enterprise data assets to support application migrations, historical management reporting, and regulatory compliance

Lead and Managed PCI Compliancy (Credit Card Redaction) in our Paper and Electronic Files to becoming PCI Level 3. This includes overseeing redaction of over 300,000 records.

Converted the Finance department to a paperless process improving efficiency by 40%, saving approximately $65K year

Converted Legal to a paperless process improving efficiency by 30% saving approx. $98K year

OpenText Enterprise Content Management/Records Retention/Governance Administration & Support

Data Quality Management: Established a framework and supporting processes and procedures to appropriately diagnose enterprise or departmental data quality issues, remediate them, and monitor the data quality to keep data integrity within the organization. Going green for a paperless office initiative.

Created and provided end user training on various applications

Gowling Lafluer Henderson LLP November 2003- November 2012

Manager of Applications & Projects (February 2008 - November2012)

Provided Technical knowledge to a team of 5 to better utilize their time to provide top notch support, as well as Leading the group to new Technologies.

Performed duties of Application Support Specialist as well as provided project management for application deployments and updates

Worked with vendors, professionals and IT Team to identify, recommend, and implement technologies

Maintained an inventory of equipment and software

Maintained communication with clients and management

Application Support Specialist II (September 2005 – February 2008)

Managed over 1.2 million legal documents within the firm, along with supporting/Administrating all main applications

Administered DOCS Open/Document Management (DM5) for Toronto office, and the backup for Canada-wide offices; administered Microsoft Exchange 2000/2003/2007 & Citrix Metaframe

Trained users on usage of hardware/software; created training materials; responsible for new hire setup and termination of accounts

Managed over 600 Active Directory accounts; managed user PST files; managed firm’s spam filtering software (Postini), Symantec Vault; performed server maintenance/outages; managed Veritas Backup Exec software

SMS/SCCM & VOIP Administrator; software deployment & reporting

Service Desk Supervisor (July 2004 - September 2005)

Applying my knowledge and expertise in guiding and assisting my team in providing great customer service to our clients

Maintained and managed workflow within the group; delegated job duties/project work for team members, ensuring Service Level Agreements were met; followed-up all call records to ensure they were resolved

Performance Evaluations; Hiring team members

Organized the Help Desk area to be more efficient; dispatched calls to second level support when required; mentored junior staff;

Service Desk Technician (November 2003 - July 2004)

Provided excellent first level support to end users which I received multiple end user awards

Provided first and second level help desk support for firm hardware and software utilizing Heat Tracking Database

Ernst & Young LLP April 2001 - October 2003

Technology Support Services

Configured network printers, TCP/IP configurations

Prepared for meetings by providing facilities/projectors & hub setup

Performed LAN closet patching, network connectivity issues, VPN installation and configuration

Managed migration from Win 98 to Win 2000

Provided Palm Pilot/Blackberry setup and configuration

Client support on Windows 2000/MS Office 2000 trouble shooting, etc.

EDUCATION

Leadership Through Team Building March 2014 Schulich School of Business, York University

OpenText Content Server Records Management V10.2 November 2013 OpenText Corporation, Toronto

New Manager Essentials October 2013

PDI (Professional Development Institution)

Implementing Document Management Certificate June 2005 OpenText Corporation, Toronto

Certified in Automotive Law and Ethics January 2004 OMVIC

Computer Networking and Technical Support April 2001 Seneca College of Applied Arts & Technology, Toronto

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