Experience

Empower The Disability Resource Centre

• Canada
• Hospitals and Health Care
• 1 - 100 Employee

• Coordinator of Technology Services

  • Oct 2022 - Present

• Adaptive Technology Program Facilitator

  • Oct 2015 - Nov 2022

  I am the Adaptive Technology Program Facilitator at Empower the Disability Resource Center. I am the only cross-disability facilitator in Newfoundland and Labrador. My mandate is promoting inclusion practices for people with disabilities using best practices to insure access to technology, information and the Internet. Http://www.empowernl.ca



Career Connection Staffing of Canada Inc.

• Delivery Service Manager

  • Jun 2010 - May 2015

  Manage 73 technical analyst employees across multiple accounts and provinces, providing staffing solutions for IBM's technical support roles, identify to each clients’ specific requirements and adapt to new business models. Determine specific customer orientation and training needs, develop and conduct employee orientation/training, implement customer policies, provide problem resolution and employee relations management Conduct needs assessments, develop and present business reviews, comply with acceptable customer requirements as stated in the contract parameters, attend customer meetings, coordinate and facilitate the implementation of customer programs and monitor key performance metrics Plan, organize, and manage employees across Canada, ensuring IBM expectations are delivered though our staff members. Monitor profitability and assist in managing budget through employee work hours control, workers’ compensation risk and expense limitations Monitor and analyze employee turnover/absenteeism, Investigate customer and employee complaints and take appropriate action to resolve, counsel and coach employees Track employee evaluations and statistics by conducting monthly performance reviews, increasing their overall performance. Statistics have lowered by 20% using LEAN techniques, increasing cost savings and improving customer service. Assist IBM with Six Sigma initiatives to improve employee efficiency, ensuring that staff are utilizing down time by cross training on multiple accounts. Guide our customer through the process of terminating employees when required while meeting all ESA laws and guidelines Recruit new staff to fulfill client needs to ensure that projects and new businesses are staffed on time. Process and approve payroll, employee attendance records, and human resources issues. Request order extensions, pay/bill upgrades and document all pertinent employee activity Show less



IBM Canada Ltd.

• Senior Support Representative

  • Dec 2007 - Apr 2010

  Supported external customers for hardware and software problems. Monitored quality assurance while handling customer escalation's, dissatisfaction's and track equipment returns for customers. Accomplishments included improving agent productivity by 55%. Reduced calls to help center by 10%, contributing to a contract extension for an additional 2 years with client. Escalated severity incidents that would impact business. Ensured that support were engaged immediately to resolve Sev 1 & 2 impacts to company. Provided a technical and customer impact analysis of every incident encountered by customers and international partners to set the appropriate incident priority, escalate any blocking issues, and cooperate with Service Management and Account managers to support and provide problem direction to the technical teams. Coordinated daily tasks for agents, maintained the helpdesk, resolved issues that arose. Motivated agents by taking on extra responsibilities, allowing the helpdesk to respond to customer requests in a timely manner. Provided leadership to the account by initiating process improvements, making decisions and providing solutions for the helpdesk. Using ITIL best practices. Ensured the helpdesk meet all service level agreements, which helped to lower company cost and prevent financial penalties. Provide various reports to ensure visibility of all internal support teams. Acts as technical resource and point of escalation for team members. Engage in identifying and resolving complex problems relating to all aspects of information technology products and services. Provided mentoring and guidance to agents to develop their customer service skills, and coach them to take initiative to improve overall performance, using GROW methodology. Interacts frequently with clients, vendors and management to ensure high level of client satisfaction, and provide reporting for various groups for analysis. Show less



Kelly Services

• Mexico
• 200 - 300 Employee

• IBM Support Representative

  • Jan 2006 - Jan 2007

  Provided customer service support for e-business service, duties included answering customer queries, problem solving, ID administration and laptop asset management. Created new business processes to improve and add value to customer service. Provided support to all end users ensuring computers and installed software operate seamlessly with diverse systems including associated validation systems, file servers, email servers, applications servers. Administers support requests via the IT ticket tracking system. Logs status information and resolution details. Responds to and resolves issues within the assigned completion date Resolves all network-related problems such as network login issues, machine connectivity issues and escalates when required Experience supporting, and understanding of, software applications such as SAP, Microsoft Provided support within business office for all aspects of end user computing and network-based PC/Workstation systems software and hardware Strong customer service skills and proven ability to work in a fast paced environment Performed troubleshooting & diagnosis of complex desktop/Laptop computing software incidents; documents and applying standard solutions Perform installation, maintenance and repair work on computer equipment (including laptops, desktops, local area network equipment and peripherals) while providing a high level of customer service Acts as technical resource for L2 staff in troubleshooting, diagnosing and resolving complex incidents for all aspects of end user computing and network-based PC/Workstation systems software and hardware Consults with IT staff on the usage of end user computing systems and network-based PC/Workstation software and hardware, systems security, recovery and back-up procedures Collaborates with level three support staff in troubleshooting, diagnosis and developing resolutions for complex issues. Show less



ILRC Independent Living Resource Centre

• Youth Coordinator

  • Jan 2004 - Jan 2006

  Coordinated complex federal/provincial project Web-4-All an innovative technology that enables people with disabilities and low literacy levels, as well as senor and people unfamiliar with computers, to use the Internet on public access computers. Built strong organizational skills on this project. Completed all project tasks, while keeping a daily documentation log. Completed project on time and within budget. Coordinated complex federal/provincial project Web-4-All an innovative technology that enables people with disabilities and low literacy levels, as well as senor and people unfamiliar with computers, to use the Internet on public access computers. Built strong organizational skills on this project. Completed all project tasks, while keeping a daily documentation log. Completed project on time and within budget.



Independent Living Resource Centre & Canadian National Institute For the Blind

• Intern

  • Jan 2003 - Jan 2004

  Promoted affordable computer internet access to communities in rural and remote settings, conducted training classes on computer skills (Internet, MS Office and computer hardware) Increased usage of the center from 3 to 7 computers, upgrading existing systems and ordering computers, accessible equipment and devices. Made these centres more accessible for people with disabilities. Developed skills in simplifying technical information for non-technical users and presented topics to the general public to increase their computer skills and knowledge. Show less



Convergys

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Support Analyst

  • Jan 1999 - Jan 2002

  Provided timely customer support for various internet providers, including answering customer queries, problem solving and providing detailed information on new product and services. Received numerous customer satisfaction and quality assurance awards. Earn the trust of customers and generated referrals due to customer service focus. Developed and created innovated solutions for the helpdesk to provide better service. Provided timely customer support for various internet providers, including answering customer queries, problem solving and providing detailed information on new product and services. Received numerous customer satisfaction and quality assurance awards. Earn the trust of customers and generated referrals due to customer service focus. Developed and created innovated solutions for the helpdesk to provide better service.