Service Desk Customer Experience

Professional Profile

-Extensive experience in service delivery management.

-Possess ITIL certification and extensive expertise for service desk and network operations management.

-Customer relationship management with improving the customer experience, change, metric and performance management.

-Exceptional leadership skills consistently obtain solid performance with staff development and cohesive team building.

-Bilingual (English and French), also fluent in Italian, good knowledge of Spanish

COMPUTER SKILLS

SOFTWARE

Microsoft Office (Word, Excel, PowerPoint, Outlook, Access)

Cisco Manager, LANDesk

Service Desk Systems (Siebel 7, Siebel 2000, CA Unicenter, Remedy, RSD, Jira and ServiceNow)

Salesforce/Workday

Telephony ACD (Avaya, Cisco, Broadsoft)

Employment History

IBS Software Canada

Senior Manager – Implementations and Operations (Support / DevOps / Implementations)

Managing a multi-disciplinary team of Account Managers, Project Managers and Product Support Specialists involved in software support and maintenance deliveries for small to large scale airline customers.

Responsible for a team of Dev Ops and Infrastructure professionals.

Conducting Quarterly Business Reviews’ for all customer Senior Leadership teams.

Implemented ITIL 4 practices for both teams, including workshops and training.

Implemented Product Support scorecards

Upgraded the Jira Platform to Servicenow.

Collaborate with Development(IS and OR) and QA Teams to ensure release and maintenance packages are delivered on time with the highest quality.

Implemented a Continuous Improvement Initiative for the Montreal Office.

Onboarded a new SLA and KPI system throughout the Support Team and Dev Ops Teams

Designed and implemented a new Notification system for P1 and P2 issues.

Sr Implementation Manager for all new customer implementations of iFlight products such as Pairing and Rostering solutions worldwide.

Collaboration in the LOI and SOW negotiations with new customers.

Responsible for all Project Timelines for Go Live dates.

Take part in SCRUM Meetings for the projects.

Hypertec Technologies

Senior Manager Service Operations April 2020 to September 2020

Managing a team of support staff across multiple locations.

Responsible for Incident and Problem Management

Negotiating onboarding of new partners

Establishing new forward stock locations globally.

Ensuring key processes are followed, maintained and continuously improved to meet the evolving needs of customers and to improve the performance of the department.

Implement a structure that ensures continuous support coverage across regions.

Addressing customer escalations and participate in sales discussions with customers as it relates to post-sales support.

Using customer insight and root cause analytics to identify companywide improvements and present to senior leadership.

Developing, establishing, and maintaining exceptional working relationships with new and existing customers to ensure a high level of customer experience.

Ensuring a good partnership with all third-party contractors.

Ensure that the quality and cost of service is always maintained.

Accountable for consistent reporting on SLA’s and KPI’s

Zayo (Allstream – MTS Allstream) March 2016 to Feb 2019

Manager – Managed Services (wan/lan /Wi-Fi Advanced services)

Reporting to the Senior Director of Service Delivery, responsible for a department of highly certified specialists for the design, coordination, implementation, testing and activation of network infrastructures for nationally contracted solutions.

Provide subject matter expert support, guidance and operational status reports to peers and senior management.

CRM responsibility to key accounts, as single point of contact and escalation point for concerns, while managing customer expectations and ensuring operational well-being. (Shared Services Canada)

Successfully deploy solutions for over 750 customers, by ensuring constant communication with customer account and project managers.

Improved ticket response time by 75% after implementing auto ticket creation in our ITSM Tool.

Implemented Continuous Improvement program for customer experience (Quality Assurance).

Implemented self-contained units (PODS) and improved SLA’s by 83% and Escalations by 90%

Accountable for Change management and success of customer upgrade projects

Lead large customer projects with Service Delivery

Conduct all interviews for the hiring process and succession planning.

MTS - Allstream April 2012 TO March 2016

Service Operations Manager – Centre of Excellence

Reporting to the Director of Network Operations, mandated for the operational integrity of all voice, Managed Services and data services.

Responsible for department performance, training and management of “unionized” technical support specialists and managed services staff. (Montreal and Toronto)

Implement a Quality Assurance program to track performance and coaching opportunities of the technicians.

Successfully manage the roll out of new services and support for major accounts (Starbucks project – 1700 sites and 2 data centers, Government of Canada, Bank of Nova-scotia, T-Systems Europe, Bank of Montreal)

Design and successfully deploy a technical training facility as part of the department continuous improvement program. (Including operations floor and Lounge areas)

Deploy performance monitoring program for company top 10 customers (Tracking, reporting, escalation management, CRM)

In charge of the Workforce team of 3 workforce specialists.

Conduct all interviews for the hiring process and succession planning.

Handles all Major Incidents to resolution coupled with conducting root cause analysis.

Monitor the NOC Team and alarming for Colocation sites ( Electrical, HVAC etc).

Responsible for Major Events / Crisis Management

Lead Disaster Recovery and Business Continuity Programs.

Idea Consulting – Vertex Pharmaceuticals 2010 to 2012

Manager - Servicedesk

Reporting to the Senior Director and Program Manager, I was mandated to build a 24/7 Servicedesk made up of 17 Technicians for a Pharmaceutical Customer (1600 Users).

Conducted all interviews and recommendations in the hiring process.

Successfully implemented Continuous Improvement Program using Quality Assurance with focus on SLA, KPI’s and Customer Experience.

Implemented ITIL Standard V2

Achieved 96% Customer Satisfaction

Main escalation point for our customer escalations, concerns and requests.

Daily operational reporting meetings with senior leadership.

Rusada LLC (Wroclaw, Poland) 2009 to 2011

Software developer for the Aeronautical Industry.

Change Manager

Reporting to the Director, I was mandated to implement Continuous Improvement in Change Management and Service requests.

Improved Customer Experiences with a Quality Assurance program.

Successfully implemented ITIL Standards for Change Management

Achieved 80% Customer Satisfaction

Weekly meetings with our Airline Customers.

Main contact for both the Italian and French Air Force.

Initiated a synergy between Testers, Developers and the Helpdesk.

SITA - Société Internationale de Télécommunications Aéronautiques 2004 to 2008

Global Support Supervisor (3 years)

Reporting to the Service Operations Director, I was accountable for 4 Global Support Centers supporting Airlines, Airports and Airline Back Offices, Worldwide.

Aided, implemented and promoted the ITIL Process in all 4 Global Support Centers.

Main point of contact for the Kiosk roll out with Swiss Port and British Airways.

Implement new processes gearing around the Kiosk Implementation in Airports Worldwide.

Improve SLA’s by 90% for Kiosk Support by empowering Level 1 Technicians to remotely reboot the Kiosks

Handling of Major Outages around the world

Liaise with our customer SDM’s (Air France, Swissport, British Airways, Air Canada, Delta)

Ensuring Incident, Change and Problem Management are being followed as per the ITIL Standard

Coach and mentoring our Specialists on processes.

Recruitment and onboarding of new employees.

Supply daily phone statistics and Incident tickets for operational review.

Reporting to Senior Leadership I was mandated to hot test the new ITSM Tool (CA) and incorporate ITL Processes within the tool.

Travel to several countries (North America and Europe) to Coach and Train our users and our 1st, 2nd and 3rd Level Support teams for the ITIL Certification Program

TRAINING & PROFESSIONAL DEVELOPMENT

PROFESSIONAL CERTIFICATION

ITIL V2 – Service Desk Management

Secret Clearance Federal Government

ITIL 4 Foundations

ZAYO/ALLSTREAM

Presentation skills

Leadership Concepts

Management in Action

Advanced interview skills

Performance Management – Evaluation skills

Various technical & industry related training

2012-2016

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