• Provide IT support, general IT maintenance and/or emergency call out outside of standard working hours as and when necessitated by the needs of the business • Daily monitoring, administration and inventory of back-up systems, network infrastructure, telephone systems, and computer hardware• Manage local relationship with Global IT in United Kingdom and Denmark, ensuring FSSC IT is focused on the needs and requirements of the local market • Support and where required manage the IT deployment, start-up in new facilities in North America• Maintain, manage and update the company SharePoint site as required • Manage and maintain company website, analytics, AdWords and SEO • Maintain a prioritized and organized task list Present monthly reporting on website performance, IT systems health, task completion, timelines and recommendations for IT equipment purchases • Co-ordinate subcontractors when IT related work is required • Assist in the training and development of staff and to undertake such personal training as may be deemed necessary to undertake the duties and responsibilities of the post • Research and/or develop IT solutions to improve the overall operation of the company

• Scheduling of all instructional staff• Scheduling and coordination of technical support staff to required operational positions• Support business development by advising on operational status, resource availability and subject matter expertise• Support and liaise with QHSE Lead on QHSEMS processes and internal/external audits• Liaise with Centre Manager on staff training and development• Mentor new and existing staff• Perform additional duties and tasks as assigned by the Centre Manager • Submit monthly reports on centre operations

Monitored newly launched products on social media platforms. Created reports for stakeholders in short time frames, delivering content effectively. Attended Problem Management calls and assisted by reporting on trends for breaking issues. Acted as SME in all supported social media platforms. • Developed and performed advanced trend reporting to monitor current and upcoming events and product launches, allowing us to have our finger on the pulse incase any issue were reported • Wrote and reviewed blog posts for various business groups including Digital Marketing, providing another avenue for customers to help themselves, reducing number of calls to contact center. • Trained new hires on team, ensuring timely on-boarding.• Traveled to New York City to represent company at 3rd Annual Shorty Awards.• Answered technical questions from BlackBerry product customers on various media, including Twitter, forums and YouTube, providing another self-service option, reducing number of calls to contact center. • Created Quality Assurance program for social media support program and provided QA training, resulting in company wining Shorty social media industry award 2 years in a row for best use of social media for customer service.• Monitored online conversation regarding BlackBerry brand and reported trends to stakeholders, enabling company to target user knowledge gaps and tailor social media posts to address specific concerns.• Tested BlackBerry device software and hardware, resolving identified product bugs by working with development teams. • Assisted in creating all web-based tools for reporting on social media metrics for team using Visual Basic .NET, MSSQL, enabling company to track conversations and view interaction history of a customers.

Resolved large scale environment BlackBerry Enterprise Server issues. Acted as part of escalation team for partner representatives, providing support for BlackBerry Internet Service, Desktop and BlackBerry Enterprise Server. Acted as point of reference for B1 reps when technical questions arose. Assisted Analysts with case loads and with walk up consultations.• Selected to travel to Dallas, TX, for 3 months as part of seed team to open a support center based on knowledge and skills.

Traveled to partner locations in US, delivering assistance and education. Acted as part of escalation team for partner representatives, providing support for BlackBerry Internet Service and Desktop.• Conducted training sessions at partner locations, enabling partners to be better prepared to support products and services running on partner networks.• Ran focus groups with 5-8 phone reps, identifying ways to best support staff with training. • Delivered excellent customer service support by striving for first call resolution with each client interaction.

Assisted Area Integrated Management Environment (AIME) client users with program functionality and training. Assisted in conformation and tracking of fix implementations for reported bugs. Conducted research for priority developments with AIME Project and produced corresponding initial impact assessments estimates. • Contributed to R&D product meetings with internal staff and external DND groups, to helping establish a QA testing frame work that supported the iterative military software releases.• Trained DND staff on new features of the product, allowing staff to become more efficient.

Listened to call center representatives’ recorded conversations to subject to quality assurance policies and screening. Produced progress reports on monitored agents. Provided recommendations and commendations on agents who delivered superb customer service.• Created weekly and monthly reports senior management and clients detailing quality trends in departments, enabling training to focus on specific departments which had low quality. • Worked hand-in-hand with team leaders by conducting focus groups, providing training and one on one coaching, improving team’s performance.

Managed team of 12 associates, providing coaching, feedback and performance reviews. • Identified, developed and used team members’ strengths, as well as located, detected and resolved problems and weaknesses of each member, enabling associates to use strongest skills to provide world class customer service.