Customer Service Manager

BACKGROUND

Dedicated Customer Service and IT Service Delivery Manager with many years of experience within large outsourcing environments,responsible for meeting client expectations on multi-million dollar accounts.

Proven leadership skills involving managing technical and non-technical resources.

Expert level Problem and Incident Management. With an extensive history in Enterprise Problem Management, Michael is able provide effective management of the most critical incidents and complex problems.

PROFESSIONAL EXPERIENCE

CGI, Client Engagement Manager (June 2015 – Present)

Serves as the primary point of contact between our Public Sector Client and CGI Technical resources, with matrix leadership of various Technical towers including:

oWintel

oLinux

oBackup

oCloud

oMainframe

oDatabase

oStorage

oVirtual Infrastructure

oNetwork

oActive Directory

oExchange

oMonitoring

oPatching

Responsible for management of a small team of Service Delivery Managers.

Current role is onsite at a Public Sector organization. This organization serves as an independent trust agency that administers compensation and no-fault insurance for Ontario workplaces.

Manage any escalations that come to the Client Engagement Management team.

Work closely with Major Incident Manager and Problem Management, to provide guidance during critical incidents and problems, where necessary.

Provide regular communication with Senior and Middle Management, on both the client side and within CGI.

CGI, Enterprise Problem Management (November 2010 – June 2015)

Perform Incident Trending and Analysis Reporting.

Identification and Logging of Problems.

Facilitation of Problem Reviews to identify root cause and implement solutions and process improvements.

Create ongoing problem documentation and distribution to all stakeholders.

Perform ongoing process documentation updates and distribution.

Participate in internal and external audits and provide evidence of audit controls for overall process or client specific.

Provide weekly and monthly problem data.

CGI AWARDS

2014 – Bravo award (CGI) – Recognition for work managing various Task Force investigations

2012 – Bravo award (CGI) – Recognition for work managing the ITSM Task Force Investigation

PREVIOUS WORK EXPERIENCE

Wallace Wireless, Senior Technical and Deployment Specialist (August 2007 – November 2010)

My role entailed working directly with the clients, developing deployment plans for the company’s Blackberry business continuity and pager notification systems.

Responsible for addressing all technical issues that arose during the deployment.

Responsible for managing customer pilots and proof of concepts during pre-sales.

Clients include some of the largest financial, health care, and public sector organizations across North America.

The Wallace Wireless solution integrates with many essential production systems including Database, Mail, Security, and Blackberry systems. Therefore, it was necessary in my position to have a solid understanding of each system.

Work directly with the Application Development Team to resolve advanced technical issues.

DoubleClick/FloNetwork – Network Administrator (May 2000 – December 2003)

Provided day-to-day network and desktop support for 300 computer NT/Windows 2000 network.

Responsible for supporting ~30 Windows NT/2000 Servers.

Responsible for Mail account administration using MS Exchange

Assisted with VPN setup and support

Responsible for administering daily server backups.

Worked with the end-user to resolve desktop technical issues.

Provided remote off-site technical phone support on an occasional basis.

York-Med Systems – Onsite and Remote Network/Desktop Support (February 1999 – May 2000)

Onsite implementation of new networks for Medical Clinics and other Health Care Facilities.

Responsible for onsite and remote technical support of Medical Clinics and other Health Care Facilities

Provide group and ‘one on one’ software training to Medical professionals and other Health Facility staff.

EDUCATION

B.A., University of Toronto, Cinema Studies

Network Administration – CDI College

TRAINING AND CERTIFICATIONS

Microsoft Certified Professional

Contact this candidate