Director, Customer Support

• Dec 2018 - Present

Supervisor, Customer Support Services

• Sep 2013 - Present

Landsure is the technology arm of the Land Title & Survey Authority. Over the past few years, there has been a large business transformation initiative, culminating in a new integrated customer portal.The Supervisor is responsible for managing a team of five Customer Service Specialists in support of the myLTSA web portal. The team was responsible for the transition of 8000+ professional customers to the portal in early 2015, and continue supporting all technical or account registration issues within a multi-tiered support structure. In addition to managing staff, duties include developing web based help content, in-house creation of help videos, customer out reach, usability testing and direct involvement in the release cycle of software development. New services continue to be added.Technologies include Microsoft, Cisco, TechSmith and Adobe.

Supervisor, Level One Support

• Apr 2006 - Jun 2013

ARINC have over 2000 employees worldwide, specializing in Common Use applications and Transportation communication systems. ARINC Managed Services are an LLC dedicated to airport support needs.In 2006, the ARINC team became responsible for Level One support of over seventy YVR systems with a focus on first call resolution and quality customer service. ARINC was contracted to perform all Level One support, coordinating with the various departments, while reporting to the YVR IT department. I was promoted to the role of Supervisor, and the Field Technician team was expanded to include a Help Desk team. In 2010 the employees unionized as part of PSAC. Through this time, I helped manage the team of twenty one Field Technicians and Help Desk staff in a 24x7 environment. Responsibilities included:• Scheduling, interviews and terminations• Performance management through mentoring, hands on coaching, and statistical team comparisons• Inventory control and asset management• Incident management, service level management, ticket quality • Help Desk phone queue analysis (ensure answer times are within SLA and monitor calls versus tickets)• Attend daily operational inter-department meetings on behalf of the IT department to help raise/gain awareness of planned work for the day that may affect other departments• Change Management, including creation of change control, scheduling of approved changes, and quality review• Technical Support documentation including network diagrams, job plans, and flow charts• Lead for training and development, creating custom technical packages for the team • Project Management and Business Analysis tasks on a regular basis • Create weekly and monthly statistical reports for Level One team performance for the YVR IT Department Management review • Role required 24x7 escalation availability as one of the lead technical points of contact

Senior Technical Analyst

• Jan 2004 - Apr 2006

I was promoted to Sr Tech with a focus more on trends and follow up on chronic issues• Continue to refine support process to find ways to routinely achieve the 30 minute SLA• Coordinate asset audits and thorough tracking of both ARINC and YVR assets• Over see daily operations of Field Technician team, including scheduling and escalation needs

Field Technician

• Mar 2002 - Jan 2004

• Acknowledge and resolve assigned tickets via email, with thirty minute SLA • System support include Common Use Checkin, Self Checkin Kiosks, and Baggage Reconciliation • Developed the majority of support documentation due to multitude of issues found and proprietary nature of the systems • Helped create web based knowledge base for training and support purposes • Perform preventative maintenance based on monthly and quarterly cycles • Acknowledge and resolve assigned tickets via email, with thirty minute SLA • System support include Common Use Checkin, Self Checkin Kiosks, and Baggage Reconciliation • Developed the majority of support documentation due to multitude of issues found and proprietary nature of the systems • Helped create web based knowledge base for training and support purposes • Perform preventative maintenance based on monthly and quarterly cycles

IT Systems Analyst

• Sep 2001 - Feb 2002

Worked as a Systems Analyst helping troubleshoot wireless ship to shore connectivity, install new Lexmark printers, and upgrade the aging fleet of laptops/PC's to Win2K. Worked as a Systems Analyst helping troubleshoot wireless ship to shore connectivity, install new Lexmark printers, and upgrade the aging fleet of laptops/PC's to Win2K.

Internet Technician

• Sep 1998 - Aug 2001

Hands on experience installing network cards in a multitude of different PC's, Mac's, and laptops in the field. Used a custom install routine to configure the Internet for the customer and spent time showing each customer the basics of email and "the web". Enjoyed the personalized service and experience of tinkering on so many computers. Hands on experience installing network cards in a multitude of different PC's, Mac's, and laptops in the field. Used a custom install routine to configure the Internet for the customer and spent time showing each customer the basics of email and "the web". Enjoyed the personalized service and experience of tinkering on so many computers.