Christina Skyllas Email & Phone Number

Oakville, Ontario, Canada

Providing leadership to the IT Support Services team and responsible for identifying optimization opportunities and promoting best practices.

Toronto, Ontario, Canada

Manage a team of first, second, and onsite technical support technicians. Lead various continuous improvement initiatives geared to drive operational improvements and efficiencies for sustainable organizational growth. Defined & implemented both Standard and Major Incident Management processes.

Toronto, Canada Area

Manage a team of first level and deskside technical support analysts on client premises. Lead various continuous improvement initiatives geared to drive operational improvements and efficiencies. Responsible for Process Documentation, Knowledge Base Management, Asset Management, and Deskside team Incident Management. Actively participate in various client led projects and deployments.

Manage 5 international teams which provide operational support to CSC's Service Desks within the following areas: • Workforce Management• Customer Satisfaction• Quality Management• Training• Process and Operational EfficienciesDirect the deployment of standard processes, best practices, and tools geared to drive operational improvements and efficiencies.

Managed a team of 8 Operations Managers with a total of 350 Service Desk Analysts. Oversaw the operation of the Montreal Service Desk and ensured timely and effective delivery of service to 40+ client accounts. Responsibilities included:• Service Level Agreement attainment• Managing to ITIL aligned processes• Focus on Customer Satisfaction through adherence to: • Quality Management • Knowledge Management • First Contact… Show more Managed a team of 8 Operations Managers with a total of 350 Service Desk Analysts. Oversaw the operation of the Montreal Service Desk and ensured timely and effective delivery of service to 40+ client accounts. Responsibilities included:• Service Level Agreement attainment• Managing to ITIL aligned processes• Focus on Customer Satisfaction through adherence to: • Quality Management • Knowledge Management • First Contact Resolution/Analytics • Training best practices• Business Process Improvements• Assistance in client facing new business pursuits• Financial Management Show less

Montreal, Canada Area

Provided leadership, guidance, and daily operational planning & execution of service for 6 customer accounts, the Escalation & Notification Team, as well as the Workforce Management Team. Managed a team of 2 Supervisors, 50 Service Desk Agents, and 10 Operational Support Experts. Specific responsibilities include the following:• Responsible for daily operational planning and execution by participating in Daily Service Review meetings and Service Restoration Team calls• Responsible for… Show more Provided leadership, guidance, and daily operational planning & execution of service for 6 customer accounts, the Escalation & Notification Team, as well as the Workforce Management Team. Managed a team of 2 Supervisors, 50 Service Desk Agents, and 10 Operational Support Experts. Specific responsibilities include the following:• Responsible for daily operational planning and execution by participating in Daily Service Review meetings and Service Restoration Team calls• Responsible for the achievement of client Service Level Agreements on an International scale• Achievement of operational budget and identifying cost improvements by maximizing productivity• Contribute to the development and support of standardization of processes and procedures on an International scale• Oversee the Customer Satisfaction program• Contribute to the achievement of organizational development• Achievement of individual organizational goals and objectives• Analyze staffing schedule and oversee adjustments• Administer the salary and incentive program • Support and participate in any Quality Management System improvement processes identified• Provide the necessary assistance to technical leads and service desk analysts to ensure that their goals and objectives are met• Interface with clients, Executive Management, Knowledge Engineers, and Technical Lead team members in regards to new business and changes in processes and procedures• Participate in Root Cause Analysis reviews of incidents and missed targets• Interface with unsatisfied clients regarding unresolved/pending issues/tickets• Coaching and/or Corrective activities relating to Service Desk Analyst performance issues• Manage internal and external recruiting for the Montreal Service Desk and make decisions on hiring new/replacement Service Desk team members • Collaborate in various work transition projects Show less

Montreal, Canada Area

Monitored and lead the daily activities of a team of 25-40 Service Desk Agents to ensure service delivery in a timely and effective manner.Specific responsibilities include the following:• Maintaining service level at consistent level by developing, managing operational standards• Gather, analyze, and report on daily Adherence, Productivity, and Performance stats• Perform monthly Call Observation and Ticket Evaluation activities for the Service Desk Analyst• Participate in… Show more Monitored and lead the daily activities of a team of 25-40 Service Desk Agents to ensure service delivery in a timely and effective manner.Specific responsibilities include the following:• Maintaining service level at consistent level by developing, managing operational standards• Gather, analyze, and report on daily Adherence, Productivity, and Performance stats• Perform monthly Call Observation and Ticket Evaluation activities for the Service Desk Analyst• Participate in Daily Service Review meetings and Service Restoration Team calls• Coaching and/or Corrective activities relating to Service Desk Analyst performance issues• Interface with clients, Management, Knowledge Engineers, and Service Desk Analysts in regards to the content/organization of the Knowledge database• Coordinate/address cross functional issues/resolutions• Interface with unsatisfied clients regarding unresolved/pending issues/tickets• Perform interviews and make decisions on hiring new/replacement Service Desk Analyst• On-call availability to assist Service Desk Analyst with issues after hours• Field first-level incoming calls when needed• Analysis and optimize schedules• Travel to client sites to acquire knowledge for new business Show less

Montreal, Canada Area

Provided first level technical support for U.S. customers (Operating systems, applications, peripherals, hardware, network, VPN remote access).Escalated all outages to local lines of service.Communicated all outages to customer and service desk analysts.

Classical History & Archeaology

30 credits towards BA in Classical Studies

Dcs, Computing And Networking Support Specialist