Bruce Mcknight Email & Phone Number

Managing the challenges and treasures of a start-up established to provide:- Cloud Services:- Co-location, Storage; Infrastructure as a Service (IaaS)- Backup Services:- Monitoring and Management- DR Services:- Planning, Testing, Execution- Enterprise hardware sales- IT Consulting

Toronto, Ca

Building and leading teams with overall responsibilities for Data Centre Operations, IT Security, Sales Operations, Corporate IT, Compliance and Customer Fulfillment and Support.

Top SLA Ltd. provides experienced team management services for your technical support, customer service, professional services or help-desk teams. We help your teams to provide the best technical service and world-class customer experience. We start out part-time and transition to full-time management contracts as your business grows.Services:• Recruit, train and manage techs• Establish performance indicators and service level agreements (SLA’s)• Implement tools like CRM, Knowledgebase and policy library to streamline your workflows• Measure and monitor customer satisfaction• Identify and upsell additional services to customersAdd-on services• Cloud Migration:- we help you choose the right vendors and technologies to get you into the cloud• Disaster Recovery Planning: - we help you plan for the worst-case business scenarios and how to get you functional again• Insourcing or Outsourcing: - whether you’re looking to outsource your teams or take them back in-house, we can help you plan and manage the process

Chelsea, Victoria, Au

XWP is a company like no other. We exist to inspire people to grow and serve...together. We are WordPress specialists working remotely from all over the world working as a single team.We are a remote-work thought leader, facilitating an unparalleled diversity and collaboration. XWP is focused on service: to our Clients and our Team Members. Key Responsibilities: Overall responsibility for revenue recognition through delivery of web development services Managed teams of web developers; managed and mentored Team Leads Developed policies and procedures for more effective delivery of services Re-engineered project estimation and onboarding processes Improved accuracy and speed of billing process  Customer Experience improvement strategy: implemented Customer Satisfaction Surveys  Incubated new productized services to extend customer engagement and loyalty

Oakville, Ontario, Ca

- Stage2data is Canada's premier cloud service provider providing Infrastructure as a Service (IaaS) and data protection services.✔ Overall responsibility for architecture, implementation and technical support for all S2D solutions✔ Overall responsibility for customer experience ✔ Drive improved Services revenue by identifying and implementing new service offerings.

Us

My mission was to foster a customer-centric culture in a company that prides itself on product and operational excellence. So I:✔ Created a Voice of the Customer (VoC) program ✔ Established a web-based Customer Experience (CX) Dashboard: a measurement standard for CX across all teams✔ Created a Data Analysis team to provide decision-grade customer usage and demographic trends to the business leaders✔ Negotiated CX KPI's with business units✔ Represented the CX perspective throughout the software development life cycle (SDLC)

Us

- An innovator of SaaS-based, on-prem and hybrid data protection, i365 has been voted one of the fastest growing companies in North America. I have been instrumental in increasing Support team productivity 80% over 4 years while maintaining 90+% customer satisfaction. I manage the most successful team in the history of the company!✔ Reduced costs by managing through call centre relocation✔ Implemented new CRM resulting in significant productivity improvement✔ Knowledge-driven methodology resulted in higher first-day resolution and more customer self-help✔ Promotion of several team members to enhance career-building, team retention and cohesiveness✔ Combined teams and re-cast tiers to improve efficiency✔ Improved reporting to track team productivity and analytics of product and service weaknesses✔ Improved collaboration between Product Management, Engineering and Support ✔ Created a career path plan for the team from internship to management✔ Represented Support in cross-functional incubation teams managing 3 product launches✔ Personally managed several high profile customer escalations to resolution✔ 'Tough-times' management: finding incremental efficiencies and cost savings while improving customer service

Us

✔ Recruit, train and manage a Technical Support team providing world-class support to a global customer base ✔ Implemented policies to improve ticket closure rate by 30% in a year✔ Provided feedback to Development on product improvement required✔ Provided Disaster Recovery planning and technical support for EVault's Electronic Vaulting product; ✔ Trained resellers and other technical support personnel; provide QA services to the development team for new releases; ✔ Provided top-tier, expert level knowledge and support for various supported platforms ✔ Performed IT administration and procurement for EVault electronic data storage servers; ✔ Pre- and post-sales support to sales people and customers resulting in 67% growth in revenue over 18 months;✔ Managed projects to implement new Vault sites; participated in customer billing and equipment procurement.

✔ Prepared and managed IT budget (>US$300k); implemented full Y2K compliance in the hotel.✔ Provided input into Hilton's global IT strategy✔ Implemented 60-user Novell NetWare LAN; administered multi-location restaurant Point-of-Sale system; implemented various end-user applications installations and upgrades; ✔ Implement connection to the Hilton WAN; implement Internet connectivity;✔ Created, implemented and managed hotel Cyber Centre and staffPlatforms used: ✔ Windows – 9x, NT 4.0✔ NetWare – 3.x, 4.x

Onsani provided System Integration services to a wide range of firms in the financial, legal and retail industries✔ Prepared budgets and accounts, growth strategies; ✔ Sold and supported company products and services ✔ Managed various implementation projects and contractors