Alex Brisson Email & Phone Number

Kanata, On

InnovapostMobility Service Desk Supervisor and Innovapost Service Desk Supervisor Lead 2 teams of 7 employees in each team Ensure the Service Levels are met  Manage schedules  Follow up with escalations from the client Incident management  Analyse trends  Escalate Trends  Agent monthly meetings Time-sensitive Daily, Weekly, monthly and yearly reports Coach agents Train new agents on new procedures  Support agents on weekends during… Show more InnovapostMobility Service Desk Supervisor and Innovapost Service Desk Supervisor Lead 2 teams of 7 employees in each team Ensure the Service Levels are met  Manage schedules  Follow up with escalations from the client Incident management  Analyse trends  Escalate Trends  Agent monthly meetings Time-sensitive Daily, Weekly, monthly and yearly reports Coach agents Train new agents on new procedures  Support agents on weekends during the Christmas schedule  Support agents on pager weekends for other teams Involved in the deployment of the Next generation mobile computers  Involved in the interview process to hire new agents Involved in inventory management Manage client relations Troubleshoot and support Portable Data terminal Verify quality of tickets and ensure customer service satisfaction is obtained Show less

Ottawa, Canada Area

Lead a team of 12 employee on a 24/7 schedulefollow strict service level agreement manage the 24/7 schedule and the billing in sap working with active directoryfirst level resolutiongood knowledge of ticket systemincident ticket-request management - problem management - interactionsbasic knowledge virtual applicationbasic knowledge of virtual servers.

Ottawa, Canada Area

first level support for an HP client.

Ottawa, Canada Area

helped employer set up Canada saving bonds for there employee threw payroll saving program insure all data file are correct and accurate

Ottawa, Canada Area

first level support for Canada saving bonds

Gatineau

supervised a team of 10 employee in a youth center. managed a quarter of a million dollar budget.organize different activities ex: bloc parties- skateboard competitions- dances- high school fundraisers ect.

Business Administration And Management, General

2006, Automobile/Automotive Mechanics Technology/Technician

High School