Bruce Marsh Email & Phone Number

Toronto, On

Currently coaching novice house league and assitant coaching novice select East York Bulldogs.

Toronto, Canada Area

Designed and managed client wide training curriculum for internal instructor lead and e-learning programs andproducts (Wireless and Cable products) in Toronto.Maintained changes to curriculum for all lines of business,including Technician Training , Wireless Product E-Learningand Technical Support Training.Created both instructor led and web-based trainingcurriculum for a combination of wireless and cable productsUsed tools such as Dreamweaver and… Show more Designed and managed client wide training curriculum for internal instructor lead and e-learning programs andproducts (Wireless and Cable products) in Toronto.Maintained changes to curriculum for all lines of business,including Technician Training , Wireless Product E-Learningand Technical Support Training.Created both instructor led and web-based trainingcurriculum for a combination of wireless and cable productsUsed tools such as Dreamweaver and Captivate 5 to createa rich, interactive learning experience.Facilitated training sessions for both Managers and Trainers. Training sessions were conducted both in-classand via web-conferencing. Successfully created product information sheets for Futureshop Sales Reps. Increased sales of mobile devices sold via retail chains.Created self-directed and interactive e-learning courses for new product launches. Products included Rocket Stick and Embedded Laptops.Worked on large projects as part of a team to create instructor lead training for large product offerings. Products included Rogers Hosted IP Voice and Rogers Network Enhancement.The Rogers Hosted IP Voice project was the first to market - beating the competitors for revenue and market share.Tracked all of my development time for reporting purposes.Maintained a Net Promoter Score of 80 in client surveys.Worked with Netcomm in Rogers’ release of the Netcomm Rocket Hub in June 2010.Trained support staff for the Chatr launch.Lead bi-weekly team meetings Show less

Toronto, Canada Area

As Course Developer/Facilitator, selected to create and execute the technical training program for a new line of business (Customer Porting Center).Executed all phases of ADDIE model (Analysis, Design, Development, Implementation, and Evaluation) for new Internet product in training 2000 consultants over 10 years.Analyzed the needs of the business by studying: the Rogers support of current products (Cable TV and Internet), the current ILEC (Bell Canada) model, and the current… Show more As Course Developer/Facilitator, selected to create and execute the technical training program for a new line of business (Customer Porting Center).Executed all phases of ADDIE model (Analysis, Design, Development, Implementation, and Evaluation) for new Internet product in training 2000 consultants over 10 years.Analyzed the needs of the business by studying: the Rogers support of current products (Cable TV and Internet), the current ILEC (Bell Canada) model, and the current CLEC (Sprint Canada) model.Developed training material for the software Siebel and successfully delivered the training to porting analysts. Designed the course (15 days for new hires and 3 days for existing consultants transferring skills).Developed the course materials and exercises in accordance with PAF (33% presentation, 67% application and feedback).Delivered the training for the first six months to 125 employees and then trained others to lead the course.Delivered the training to third party companies and evaluated their delivery of the course.Evaluated program in accordance with Kirkpatrick levels 1-3.Selected to create and execute the technical training program for the Integrated Customer Management enterprise software.Received company recognition for both the Customer Porting Center and Integrated Customer Management projects.Interviewed and participated in the hiring of new Course Developer/Facilitators.. Show less

Toronto, Canada Area

As Analyst – Service Level Management, charged with helping irate customers that arrived at Rogers. Diffused irate situations in a professional manner.Worked on technical escalations that the first level teamcouldn't solve.Used specialized tools that analyzed the Rogers network.Worked in liaison with the Technical Action Center and the Network Operations Center to resolve complex network issues.

Toronto, Canada Area

As Technical Support Consultant, was one of the first Technical Support Consultants for Rogers WAVE and Rogers@Home Internet product.Troubleshooted all aspects of the customer computer and the Rogers Hybrid Fibre Coax Network including the customer premise broadband modem.Was tasked with troubleshooting all customer operating systems including McIntosh.Coached new hires on how to troubleshoot customers computers and the Rogers High Speed Network.

Certificate, Technical And Professional Writing

Diploma, Fish And Wildlife Technologist

Diploma, Fish And Wildlife Technician