Gary Poirier
Remote Agent / Research Interviewer at Advanis- Claim this Profile
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English Native or bilingual proficiency
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French Limited working proficiency
Topline Score
Bio
Credentials
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Security Screening Certificate, Level II (Secret)
Government of CanadaJan, 2013- Sep, 2024 -
Business Continuity Planning
IBM Canada -
Cyber Security Recognition & Defense
IBM Canada -
Fundamentals of Project Management
Canada Life -
Global Delivery Framework (GDF)
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Incident / Problem / Change Management
IBM Canada -
Information Security Protection
IBM Canada -
Service-Ability / Disability Awareness Training
IBM Canada -
Shared ID & Password Security
IBM Canada
Experience
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Advanis
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Canada
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Market Research
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1 - 100 Employee
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Remote Agent / Research Interviewer
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2011 - Present
• Conduct North American market-research surveys via phone; collecting data & opinions on social & political conditions (union issues, political polls), government services, education, products & services, & consumer satisfaction • Communicate project feedback to management regarding survey structure improvements & corrections, agent training and feedback regarding , , enhancing agent & project efficiency • Conduct North American market-research surveys via phone; collecting data & opinions on social & political conditions (union issues, political polls), government services, education, products & services, & consumer satisfaction • Communicate project feedback to management regarding survey structure improvements & corrections, agent training and feedback regarding , , enhancing agent & project efficiency
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IBM Canada
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Higher Education
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1 - 100 Employee
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Global Technology Services - Team Lead
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2008 - Sep 2016
Supervisor of Application Processing - Batch Operations• Provide Operations customer service support at a supervisory level for multiple outsourced corporate clients; provide 7/24 on-call services to IBM staff & clients• Primary customer contact to exchange information, coordinate temporary requests, formal client changes or process changes, & performance feedback pertaining to Operations employees• Adhere to specific IBM or client audit deliverables, service requests, & change approvals• Responsible for coordinating successful implementation and support of projects, participation in disaster recovery exercises, new work tools, & changes to business landscape; including new & obsolete procedures & process improvements consistent with customer requirements• First contact for escalation of customer concerns, high profile activities, & information; on behalf of 30+ rotating shift employees• Coordinate Operations participation in the roll-out of new IBM & client software, upgrades, & improvements to processing environment efficiency• Lead IBM & client initiatives geared to the identification & implementation of automated & repeating work task reduction, while collaborating with technical & management teams to support the process from research to roll-out• Maximize productivity through effective identification, management, & reduction of errors by providing feedback on performance, alternative courses of future action, & tracking process improvements• Develop continuous measures designed to ensure audit compliancy, while responding to customer & employer audit deliverable requests in a timely manner Show less
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Senior Support Specialist
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2003 - 2008
Batch Operator• Monitored automated job scheduling & processing tools (Control-M ), in a Midrange platform; ensured successful completion of application batch processing for multiple clients• Responsible for timely completion of manual batch processing (Global Plus, Onetis) in a Unix platform; through verification of incoming data files prior to processing, or through FTP transfers to third party clients• Participated in the following activities which were well outside the normal scope of responsibility: 1. Attended or chaired meetings for the Operations department, Problem Ticket & Change Management Reviews 2. Initiated several projects to aid the identification & documentation of candidate jobs for automation, jobs without runbooks, or those needing to be de-scheduled from month-end and public holidays 3. Provided resource support, supervision, & orientation to junior team members; created & maintained training portfolio• Responsible for various administrative duties ( incoming customer requests; creating, updating, & transferring Problem Management tickets; review & approve Change Management tickets; on-line checklists, & shift reporting)• Supported client accounts by routinely referencing customer internal documentation databases (SharePoint, Domino.doc) Show less
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Remote Service Agent
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2000 - 2011
• Recruited donations of reusable clothing & household items via phone, throughout southern Ontario • Recruited donations of reusable clothing & household items via phone, throughout southern Ontario
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Canada Life
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Canada
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Insurance
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700 & Above Employee
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System Specialist
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1997 - 2002
Systems Programmer• Performed daily maintenance & debugging of online system problems for CICS, DB2, IMS, MQSeries, Smarttest, & various other IBM/OEM software• Responsible for the investigation & resolution of team application batch cycle issues; propagating mandatory maintenance, while providing 7/24 on-call support• Conducted software installations, upgrades, verification testing, fixes, & recommended product vendor maintenance• Acted as project manager for several projects in accordance with company objectives; managed the activities of 7 staff members• Participated in Disaster Recovery exercises, including the restoration of all mock-failures systems Show less
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Service Support Representative
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1989 - 1997
Computer and Console Operator• Monitored the master console for the OS/390 MVS mainframe & AS400 platforms , ensuring timely management of error alerts, in accordance with established job and process documentation procedures• Responded to hundreds of manual tape mount requests each shift, including StorageTEK automated tape-silo operation; while complying with AS/400 platform operator duties to initiate processing, apply tape mounts, & respond accordingly to other operator interventions• Demonstrated proficiency with Change Management, Time Tracking, & Metrics data statistics collection• Initiated weekly off-site tape & paperwork preparation, including interfacing with an armed courier in compliance with security measures• Completed large volumes of Xerox 979-/4135 & IBM 3800/3900 printing (50 – 100,000+ pages per shift) while adhering to all MICR code cheque & print quality verifications• Participated in disaster recovery exercises• Assisted with the supervision and orientation of junior team members, & management of stock room & office supplies; both of which ere well beyond the scope of the normal responsibilities Show less
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Education
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Centennial College School of Business
Business, Management, Marketing, and Related Support Services -
Midland Avenue Collegiate Institute
O.S.S.D. Ontario Secondary School Diploma
Community
