Alistair Risbert Email & Phone Number

Toronto, Canada Area

As the Senior Manager I have the accountability to oversee the operations for a number of Bell Business Market customers.- Managed a team of managers and technical support specialists.- Maintained the customers confidence in our service by acquiring an extensive knowledge of the the business and IT requirements.- Provided leadership and guidance to the Bell internal teams to support adherence to industry best practices while prioritizing customer operational requirements.- Supported Bell initiatives to standardize and improve internal process- Worked with Bell Network teams to support the collaboration between Service Operations and Network team.- Worked with multiple internal teams to manage the improvement of the Surveillance Monitoring System.- Partnered with the Bell Sales and Procurement teams to create and deliver cost effective and strategic proposals to new and renewed contracts.- Partnered with Bell Solutions teams and various stakeholders to develop and implement efficient and effective support models across multiple teams.- Worked with the Project teams to support timely execution of critical projects (Internal and External).- Worked with the Bell Core Network teams to support the upgrade of Core Network equipment while limiting the impact to customers.- Continuously working to develop efficiencies in process models for Service Assurance, Problem & Change management.- Worked with the Change management and deployment teams to improve the Operational Risk Analysis and minimize business impacts.- Worked with external suppliers and internal stakeholders to negotiate a cost effective and dynamic license agreement to support Career Growth- Focused on Development plans and Career Growth to encourage team members to achieve their full potential.- Continuously maintained technical knowledge of network technologies including Cisco, Juniper, F5 (BIG IP), Netscout.- Worked with internal teams to implement Continuous Service Improvement Initiatives.

Toronto, Ontario

As the Client Service Operations Manager I have the responsibility of overseeing the progress and resolution of Problems and Major Incidents. In addition to this:- Maintain the relationships with customers and vendors to ensure the highest quality of service.- Correspondence with the customer vendor management team to ensure that occurrences are managed accurately and efficiently.- Coordinate with the Project teams to aide in the timely and thorough delivery of solutions- Engage with the tools team to ensure that the databases are kept up to date and accurate- Engage with the Level 1 team and their management to assist in improving and maintaining monthly service metrics.- Engage with the Level 2 specialists in triage and root cause diagnosis- Engage with the Level 2 and Level 3 specialists on process improvements initiatives.- Enhanced Change management though development of structural procedures and stringent follow-up processes.- Engaged with various Architecture teams to identify network enhancement initiatives.- Engaged with Project Management teams to provide technical support and guidance to minimize operational impacts- Implementation, follow up and reporting on Problem management initiatives.- Engage with Bell Executive team for regular quarterly report preparation.- Manage and maintain customer specific database- Manage and maintain Problem / Incident generated KEDB.- Conducted architectural review of networks to pro actively isolate and rectify potential vulnerabilities.- ITIL V3 Foundations and Operational Support and Analysis certified- ITIL V3 Release, Control, and Validations certified

Toronto, Ontario

 Trouble shooting and analysis of network behavior to prevent/resolve service disruptions in an efficient manner. Worked with Architects and Project managers to permit timely delivery of effective solutions Worked with management team to ensure documentation is kept accurate and up to date Educated Level 1 support team on current and up coming technology and architectural advancements.PCI Project (06_2012)The Air Canada PCI (Payment Card industry) Project was one with high visibility and aggressive delivery requirements. This complex network refresh involved multiple companies including Air Canada, BELL, IBM, and combination of global vendors. Worldwide deployment:The international sites required coordination with multiple vendors and carriers (AT&T, SITA, Reliance,ARINC, OBS...etc). To circumvent the business impacts, all activities had to be coordinated outside of the flight schedule. Modifications and diagnosis had to be done on switches, routers and firewalls at many locations to ensure the implementation was completed without degrading the service already in place. The overall implementation was completed in a less than one year.

100 Wynford Drive

- Level 1 and 2 evaluation and diagnosis of incoming incidents.- Worked with telecommunications companies globally to analyze and resolve incidents.- Addressed chronic matters through Problem management to prevent critical service disruptions.- Maintained customer relations and satisfaction.

Toronto, Ontario, Canada

- Worked on the DMS 100 to troubleshoot Residential and Business voice issues- Investigated and contributed to repairs for Bell DSL services- Worked on Hunt Groups and legacy Voice services.- Engaged with Bell Translations to investigate Long distance issues.