Andrew N. Email & Phone Number

Toronto, Ontario, Canada

Brampton, Ontario, Canada

Responsible for providing managerial related functions such as setting high-level priorities, communicating vision, conducting and approving performance reviews of a team of 26 people in various locations across CanadaActing senior manager and Director on multiple occasions, handling all responsibilities and delegations, approvals, and oversight of all.

Brampton, Ontario, Canada

Continuously reviewed team matrix against SLA and KPI to ensure performance objectives were metManaged over Tier 1 ingress operations of 15 geo-diverse agentsHandled customer escalations and ensured agents were continuously coached to improve ingress handlingEnthusiastic team member, with a goal towards excellence, working cooperatively with internal and.

Brampton, Ontario

 Manage over team operations of 4 people, as Senior Incident Manager Lead team to identify continual process improvement opportunities and fulfill quarterly team performance objectives Coach and give performance feedback to team and senior management, driving increased performance levels and resolution timeframes Ensure incident management operational.

Brampton, Ontario

Enterprise Client Services, Incident Manager 2013 – 2016(Rogers Communications Inc.) Brampton, ON Initiated, created & improved incident management processes within the Enterprise Business Unit Prioritized and expedited business customer escalations and drove incidents to resolution Ensured superior communication of major events to internal and external.

2220 University Avenue East, Waterloo Ontario, N2K 0A8

• Expedite and support Incident Management processes and procedures
• Coordinate, escalate and triage incidents within a 24 by 7 NOC environment
• Ensure senior management and executives receive notifications and updates, informing them of all service unavailability and business impacting incidents
• Implement ITIL framework to identify problems and accurately determine severity assessments
• Manage, create and update incident, problem and change tickets to resolution within Remedy
• Monitor and assess the overall health of critical system resources and infrastructure

Mississauga, Ontario

• Supervised daily regional and global operations meetings
• Meticulously managed service assurance and service provisioning escalations to minimize downtime and efficiently restore service
• Led incident service managers and business specialists to initiate process improvement projects and accurately resolve escalations
• Assembled routine management updates focused on the highest level of client satisfaction
• Created new policies and procedures for IT Operations, to make teams more efficient

Mississauga, Ontario

• Initiated and led conference calls for high severity issues, monitored escalations and resolved tickets to meet 100% of the company SLA (Service Level Agreement)
• Controlled and managed complex incidents from the client via phone, email and ticketing tools
• Operated and managed bridge calls to drive resolution of incidents with service recovery teamsAchievements:
• 2009—Award for exceptional performance during a critical client outage

Markham, Ontario

• Provided customer support with user issues, coordinated second level support, monitored escalations and resolved incident tickets
• Analyzed and submitted daily reports to management and team leaders
• Supported network and system administration for Windows server environmentsAchievements:
• 2006 – 2007—Received consistent 100% on monthly customer satisfaction surveys, and Quality Control Management reports