Maurice Di Virgilio
Manager, Service Assurance/ Noc Manager at MTS Allstream- Claim this Profile
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Bio
Murray Shaver
Maurice worked in my network operations team for several years and was always extremely professional and highly dedicated to providing the very best in customer service. This was further augmented by his technical knowledge and ability to quickly learn and understand new technologies. Maurice would be a solid option for any company and is high endorsed by me. Murray Shaver Orange Business Services Head of Customer Service Management - Canada and Northeast USA
Edward Tkalec (Eddie)
I’ve had the privilege of managing, working with and knowing Maurice for years. He is a well-grounded professional and someone who can get things done! His drive, positive attitude and his
Murray Shaver
Maurice worked in my network operations team for several years and was always extremely professional and highly dedicated to providing the very best in customer service. This was further augmented by his technical knowledge and ability to quickly learn and understand new technologies. Maurice would be a solid option for any company and is high endorsed by me. Murray Shaver Orange Business Services Head of Customer Service Management - Canada and Northeast USA
Edward Tkalec (Eddie)
I’ve had the privilege of managing, working with and knowing Maurice for years. He is a well-grounded professional and someone who can get things done! His drive, positive attitude and his
Murray Shaver
Maurice worked in my network operations team for several years and was always extremely professional and highly dedicated to providing the very best in customer service. This was further augmented by his technical knowledge and ability to quickly learn and understand new technologies. Maurice would be a solid option for any company and is high endorsed by me. Murray Shaver Orange Business Services Head of Customer Service Management - Canada and Northeast USA
Edward Tkalec (Eddie)
I’ve had the privilege of managing, working with and knowing Maurice for years. He is a well-grounded professional and someone who can get things done! His drive, positive attitude and his
Murray Shaver
Maurice worked in my network operations team for several years and was always extremely professional and highly dedicated to providing the very best in customer service. This was further augmented by his technical knowledge and ability to quickly learn and understand new technologies. Maurice would be a solid option for any company and is high endorsed by me. Murray Shaver Orange Business Services Head of Customer Service Management - Canada and Northeast USA
Edward Tkalec (Eddie)
I’ve had the privilege of managing, working with and knowing Maurice for years. He is a well-grounded professional and someone who can get things done! His drive, positive attitude and his
Experience
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Allstream
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Canada
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Telecommunications
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300 - 400 Employee
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Manager, Service Assurance/ Noc Manager
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Dec 2013 - Present
SA :Responsible for a team of 7 (Night) Data/Voice and managed service team.Deliver a consistently positive customer experience through daily, weekly, monthly, yearly management of Time to Repair, Customer call answering Metrics, and Customer Value Metrics. Build and execute on plan to manage all work units within the organization through our technicians with customer experience as the guiding principle through. (Workforce management, Field operations management, System management, and Alarm management).Develop technicians to ensure they are skilled, productive, professional and present with our Customers.Monitor all actions initiated by the Bank of Nova Scotia (Contract of 21$ Million).NOC :Manage the processes and (Night) staff needed to ensure proactive management of Allstream/MTS network events through trouble ticketing and alarms.Manage the review and anaylsis of real-time ticket handling to enusre process adherance and opportunities for improvement.Oversee and control real-time change management activities that have potential network impact.Continuous improvement by authoring and releasing of network incident reports in a timely manner in support of determining root cause and issuing of follow up action items. Provide input and recommendations on skills development and performance of NOC technical staff.Manage communication processes: Responsible for the real time communication of network events and responses to enquires and follow up from executive committeei.e. Network Major Event, 3CP, Network Condition Code Brown. Show less
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Client Service Specialist
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Jul 2010 - Dec 2013
CSPQ – (Government of Quebec) Single point of contact for approximately 500 sites across QuebecHeld quarterly customer meetings, reviewing performance reports, incidents, orders in progress, and any breached SLA’sReduced escalation time by actively pursuing resolution to faults, which required reviewing of ticket logs and escalations to management and third-party vendors. Communicated Allstream planned and unplanned maintenance to customers and coordinated change windows to minimize service disruption.Maintained high level of client satisfaction by working closely with different resources within the company to quickly find resolutions to issues.Provided incident reports with root cause analysis of incidents and customer outages upon request.Enlightened the Gaceq (Quebec Health care) about features and online help resources such as touchpoint, and telemanager to review tickets and invoices on line.Responsible for installation, and troubleshooting of all voice lines.Coordinated the programming of account codes for hospitals.Total contract value of 23MTransat A.TSingle point of contact for approximately 100 sites across CanadaTotal contract value of $32MVia RailSingle point of contact for approximately 145 sites across CanadaTotal contract value of $35M Show less
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Purchasing Manager
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Jan 2008 - Jul 2010
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Global Key Account Manager
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Jul 2005 - Jan 2008
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Senior Customer Support Specialist
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Jan 2002 - Jul 2005
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SITA
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Switzerland
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IT Services and IT Consulting
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700 & Above Employee
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Trillium Support Specialist
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Jan 1998 - Jan 2005
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NETWORK OPERATOR
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Jan 1998 - Jan 2000
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Service Delivery
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Jan 2000 - Jan 2002
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Provisioning Coordinator
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Jan 1996 - Jan 1998
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Fonorola Corp
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United States
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Telecommunications
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1 - 100 Employee
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Senior Support Technician
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Jan 1994 - Jan 1998
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Service Coordinator
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Jan 1995 - Jan 1996
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Customer service Representative
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Jan 1994 - Jan 1995
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District Supervisor
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Jan 1992 - Jan 1994
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Community
