Profile

Organization & Leadership –

High level of skill in planning, coordinating, and motivating people successfully to complete clearly defined objectives.

Skilled in staff selection, supervision, training and cross-training between various teams, coaching, and both technical and managerial problem-solving.

Effective manager/mediator of interpersonal issues, particularly those relating to team dynamics within a fast-paced, 24/7 operations environment.

Highly organized, detail-oriented individual focused on achieving strong personal and team results, but also with an effective ability to liaise with all levels of staff and management.

Extensive customer service training.

Major Projects & Accomplishments –

Managed the team that introduced ten-digit local dialing and two new area codes (289 & 647) to the GTA.

Supported the equipment vendor Nortel in developing the new Telepath DMS provisioning tool.

Employment Experience

Minacs – Oshawa, ON

OnStar Service Adviser, 2016

OnStar Service Adviser, working in the subscriber department assisting OnStar customers.

TELUS Communications Inc. – Markham, ON

Management Professional – National Incident Management, 2009 to 2014

Exercised team leadership to expeditiously and effectively resolve major network outages across Canada.

Reported on major outage conditions to network services, driving continuous improvement through identification of defect patterns, equipment defects and mitigation of process gaps. Also engaged and coordinated management teams and external resources for optimal resolution of issues to ensure timely resolution of issues. Extensive change management experience with local and national projects.

Bell Canada – Toronto, ON

Manager- Network Operations, 2005 to 2008

Accountable for the daily operations of six major offices in 416 north and access remote technicians in 416/905 western region of the GTA. Ensured that service targets were met or exceeded for both assurance and provisioning workload objectives. Coordinated the distribution of remote sites to the host central office managers following the re-organization of the district. Coordinated the training of all Central Office Managers with CEV accountabilities in Ontario. Established CEV enclosed space entry procedures with all Ontario departments. A member of the Operations Process team, developing and documenting new processes to increase network operations efficiency. Extensive change management experience.

Manager - Customer Service Reseller Help Desk, 2003 to 2005

Managed the team responsible for the customer care of all major service resellers with the exception of Rogers Communications. Responsible for all service escalations and resolving customer feedback issues.

Provided monthly service reports, detailing impacts to network availability and quality, to each reseller.

Conducted Post Mortem investigations, on behalf of the resellers into major service affecting incidents.

Manager – Broadband Surveillance and Maintenance, 2001 to 2003

Managed a team of 30 technical NCC specialists responsible for the National Broadband Network across Canada and the United States (excluding the network in Quebec). Coordinated the shipment of maintenance circuit modules across Canada and into the United States. Monitored maintenance and service level agreements with third party companies across Canada and the United States. Worked closely with various vendors to develop a detailed training matrix and introduced a stepped training program. Extensive change management experience with local, national and international projects.

Manager – Signature Customer Service Helpdesk, 1999 to 2001

Managed a team of 15 customer service specialists responsible for handing service delivery for 200 of Bell Canada’s largest service accounts. Worked directly with customer communications teams to ensure smooth service delivery. Monthly service delivery reports were produced and discussed with all major customers. Conducted Post Mortem investigations into major service affecting incidents.

Technician – Network Operations, 1986 to 1999

Installed a wide range of telecommunication equipment, provisioned DMS equipment and provided trouble shooting support through testing, identification and correction of issues. Identifying and escalating key issues when required. On site dedicated voice technician for the Royal Bank.

Education

Ryerson Polytechnical Institute, Toronto, ON

Electrical Engineering Technology

Specialized Training

Customer Service, Help Desk Management, Tactical Coaching, WHMIS

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