Application Support Manager

• May 2022 - Present

Customer Support Manager

• Feb 2021 - May 2022

• Managing a Team of ~20. Team leads and Managers reporting into me, each with 4-6 individual contributors reporting into them.• Coordinating team meetings regarding team updates, team goals, recognition of accomplishments, and work schedules.• Scheduling Team coverage for Holidays, On Call, Late shift and other weekly rotations.• Responsible for recruitment and onboarding of new support hires.• Setting goals and priorities of the support staff including personal objectives, deliverables, and KPIs.• Managing performance, mentoring, and coaching of Team Leads and individual contributors.• Providing input on merit and bonus distributions and facilitating conversations to communicate them to team members. • Developing and reviewing reports to identify opportunities to improve team efficiencies.• Managing work schedules including team vacation, holiday coverage, and after-hours support.• Identifies common issues and questions to create knowledge articles for internal resources and customers.• Monitoring existing support tickets and incoming items to proactively identify potential escalations.• Interfacing with Intelex Product and Research & Development teams to ensure software defects are resolved in a timely manner, and issue backlogs are maintained in a stable state.• Working closely with various departments to ensure issue resolution and excellent customer service for clients (CSM, Product, R&D and Sales).• SeriveNow Administrator for CSM application and system overall.• Responsible for managing, testing and implementing ServiceNow configuration changes and patches. Extras:• Took over and grew one of the Intelex social clubs from 5 active members to 100+ and turning it into the most active and engaged social club at Intelex.• Organize and run a team charity event (Extra Life) raising over $75,000 for Children's Hospitals over the last 4 years.

Team Lead, Customer Support

• Feb 2018 - Feb 2021

• Managing a team of 4-6 individual contributors.• Responsible for people management activities including recruitment, onboarding, settingexpectations, performance management, coaching, and mentoring.• Taking ownership of key metrics and processes within the team to ensure they are aligned with team-wide and corporate-level goals and objectives.• Managing a fast-paced queue of support inquiries and requests.• Assesses support inquiries to identify whether issues are system or user related.• Ensured client requests are acknowledged and resolved within service level agreement times.• Worked closely with various departments to ensure solution resolution and excellent customer service for clients.• Acquired, maintained, and applies detailed knowledge of Intelex’s product and applications.• Identified and documented opportunities for improvement based on client suggestions.

Senior Support Analyst

• Oct 2017 - Feb 2018

Customer Support Analyst

• Aug 2016 - Oct 2017

IT Client Support Analyst Intermediate

• May 2010 - Aug 2016

A member of the support team providing level 1 and level 2 hardware and software support, including in house and remote worker phone and desk-side assistance for Canada wide offices.Provide project management assistance analysing and coordinating projects for the team, providing experience supporting PMP certification A member of the support team providing level 1 and level 2 hardware and software support, including in house and remote worker phone and desk-side assistance for Canada wide offices.Provide project management assistance analysing and coordinating projects for the team, providing experience supporting PMP certification

IT Support

• May 2007 - Sep 2008

Summer employment, Technical Services & Telecommunications Department Summer employment, Technical Services & Telecommunications Department

Technical Services Support

• May 2006 - Sep 2006

Summer employment Summer employment