Anthony Walker Email & Phone Number

Toronto, On, Ca

• Conducted thorough onboarding training for new hires in the Managed Service Provider and Residential Support teams, covering cybersecurity, company policies, tool proficiency, procedures, and customer service excellence.• Provided continuous training to front line teams through virtual sessions or recorded online content via a Learning Management System (LMS).• Developed detailed course outlines and compelling content using the ADDIE Instructional Design model for new and existing training materials, including storyboards, documentation, and digital videos.• Researched and implemented cutting-edge tools to enhance workflow efficiency and operational effectiveness for front line teams.• Conducted rigorous security penetration tests on internal applications to ensure compliance with security standards.• Recorded and edited training videos using Camtasia and Black Magic Resolve for mass distribution via the company’s LMS.• Managed the company's LMS administration, organizing the course catalog to promote employee development.• Collaborated with partners to provide comprehensive documentation and user support for teams.• Acted as the Subject Matter Expert (SME) for frontline teams, guiding them on policies, procedures, and cybersecurity protocols.• Partnered with Quality and Documentation teams to address frontline issues and resolve documentation discrepancies.• Facilitated cross-team cooperation to introduce new courses and promote ongoing learning across multiple teams.

• Delivered comprehensive onboarding training sessions for new hires joining both the Managed Service Provider team and Residential Support team. Topics covered ranged from cybersecurity and company security policies to in-depth training on tools, procedures, and exceptional customer service practices.• Provided ongoing training for front line teams for Managed Service Provider team and Residential support team using both virtual sessions and recording online content to be presented to the team via a Learning Management System.• Wrote course outlines and material for new courses and maintenance for training plans, documentation, and video for live and digital courses.• Recorded videos and edited them for new courses being added to the company’s Learning Management System (LMS) for mass launch to whole company or for individual.• Delivered targeted coaching to front-line agents and administered retraining as necessary, focusing on technical proficiency and customer service excellence.• Conducted thorough QA reviews of frontline teams' performance to pinpoint and address any issues in customer service interactions or technical tasks, ensuring optimal quality and efficiency.• Served as the Subject Matter Expert (SME) for frontline teams, providing guidance on policies, procedures, and cybersecurity protocols, ensuring adherence to industry standards, and promoting a culture of compliance and security awareness.• Monitored VIP customers to check quality of interactions.Training sessions/course topics:Cyber securityMicrosoft Office 365 adminInternal processesRemote Management SystemSoft skills (Customer Service)Ticketing system (Autotask, Kaseya, Connectwise and Zendesk)

• Addressed technical challenges for customers by pinpointing root causes, delivering remote support using remote management tools, and implementing effective solutions. • Dedicated support agent for VIP customers and wrote technical documentation for rolling client out to rest of the team.• Provided first and second-level technical support through phone, email, and chat support.• Performed account management and maintenance for various applications and systems such as creating or modifying user accounts and permissions and perform password resets.• Communicated with customers at all levels of technical and non-technical skills sets.• Provided technical support to PCs, MACs, workstations/laptops, servers, printers, mobile devices, modems, routers, and switches etc.• Supported end users in their use of applications such as Microsoft Office, Virtual desktops (Citrix, VMWare, Microsoft Azure), CRM, VPN and more.• Installed, modified, and repaired computer software.• Delivered expert-level malware remediation.

Mississauga, Ontario, Canada

• Mentored and assisted e-learning students pursuing online courses, covering a spectrum of topics from Microsoft Office and programming to networking, facilitating their certification goals.• Provided front line technical support for residential users, specializing in new hardware setup and prompt troubleshooting for any encountered issues.