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Technical Support Manager

Location:
Toronto, Ontario, Canada
Posted:
October 26, 2016

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TOM RINTOUL

*** ***** ****** ****, ***** **, Toronto, ON M9M 0C5 C: 647-***-****

E: acw8yk@r.postjobfree.com

Dynamic professional prepared to contribute strong Business and Technical Coordinator experience gained through successfully managing people and technical resources in the Telecom and Computer industries

CORE COMPETENCIES

Creative Achiever with a Bachelor Degree in Computer Science and a Business Diploma, started as a software tester and progressed to take on larger customer oriented positions

Highly Organized Self-Starter with passion for details and years of experience supporting products through development life cycles, demonstrating exceptional interpersonal skill to exceed key metrics for installation times.

Promoted to technical Team Leader with experience monitoring and coaching customer support representatives in a technical call center.

Experience in Project Coordination, Scheduling/Dispatching Technicians, Order Management, Escalations, Process Change, Post Sales Technical Support, Incident Management, ITSM, ITIL

Received Allstream Appreciation Certificate for working with managers and programmers to improve internal processes, testing, and implementing new ticketing and scheduling system.

Innovative Thinker with technical skill using many software applications such as CRM Systems, Clic Scheduler, Remedy, MS Office Suite, Accounting, SQL Databases, Billers, QuickBooks.

Solid Knowledge of Telephony/IP services, and concepts of Onnet, Offnet, and various carrier products such as Ethernet access, HSIA, GAS data circuits, Wireless plans.

PROFESSIONAL EXPERIENCE

Client Services Analyst Kubra Data Transfer 2015-2016

Delivered superior customer service via phone and through the Kubra case management system following ITIL management process

Provided clients with efficient 1st level technical support and incident resolution for various issues, quickly handling individual case load, and escalating to the appropriate stake holders when required

Provided support for i-doxs and DocWeb sites, managed admin passwords resets in accordance with established policies as well as responsible for daily server checks and control total bank calls

Processed client test files and PDF billing samples through the FTP site, assisted with requests from clients and the operations billing print team

Initiated CRM cases and escalations for IVR alerts, web errors, payment gateway incidents, SQL timeouts, data load errors, and daily remittance file processing

Workforce Manager, Control Desk Zayo/Allstream, Etobicoke, ON 2011 - 2015

Exceeded key install indicators for Telecom projects through effective coordination and scheduling of enterprise and government clients, prioritized escalations at the control desk using workforce software.

Achieved exceptional work load efficiency, and satisfied difficult deadlines for government projects by acting as central point of contact for field techs, and order managers throughout the country

Tom Rintoul C: 647-***-**** E: acw8yk@r.postjobfree.com

Resolved repair tickets to meet rigorous service timelines by employing superb dispatch knowledge, and developing trusted relations with techs.

Ensured resolution of technical issues by being capable of communicating expertly with Network Operation Centre during repair and installations.

Took initiative to work with managers and programmers to improve internal processes, testing, and implementing new ticketing and scheduling system, and received Allstream Appreciation Certificate for improved operations.

Consistent success scheduling network updates and cutovers on time with network order managers and 3rd party contractors

Voice & Data Order Manager Zayo/Allstream, Toronto, ON 2005 - 2011

Proactively engaged and advised clients in pressure situations, managed large customer orders such as Bank of Nova Scotia at request of sales managers

Achieved company objective of establishing a customer centric organization by acting as liaison with internal departments and Telco suppliers, overseeing delivery of customer solution from sales through installation to acceptance

Employed excellent time management skills in fast paced environment, organized product turn-ups to consistently meet cutover deadlines, and took action to escalate when needed.

Recognized as distinguished Order Manager, coordinated tasks and support for entire product line of Data, Internet and Voice services through product lifecycle

Improved profitability of Allstream from closing orders after ensuring services were functioning, and entered into billing system correctly

Demonstrated good working relationship with managers, along with problem solving skills to improve internal processes

Senior Technical Support Netcom Toronto, ON 1999 - 2005

Supervised call-centre employees as Senior Representative to achieve and exceed call centre metrics, and maintain service levels

Assisted with training and coaching new employees to support customers over the phone to establish internet connections, and to troubleshoot computer problems, ensured quality of service, and eased new representatives into the position

Monitored incoming calls via software for talk times, and wait times to be at accepted levels

Accomplished retaining loyal customers by diagnosing escalations in timely fashion with high degree of tact and sensitivity

Wrote marketing proposal that was presented to Sales to increase customer base, alerted management on identified process gaps, and of potential impacts

EDUCATION

Bachelor of Computer Science Degree - Queen’s University, Kingston

Business Diploma in Business - Ontario Business College, Toronto



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