•Managed a blended team of Project Managers and Enterprise Deployment Specialists responsible for executing complex projects for the Fully Managed customer base•Responsible for ensuring department profitability by supporting the Professional Services team and assisting in the resolution of any project issues. •Focused team on ensuring Projects are executed within expected timeframes and budgets•Resolved escalations from the Service Team or NOC and provided feedback to improve service quality•Represented FullyManaged at Client Project and Sales meetings with external clients

• Provided support for a wide range of Fortinet Network Security products• Educated customers to bridge any knowledge gap with regards to configuring, and maintaining Fortinet Products• Diagnosing and troubleshoot network security related technical issues by identifying the root-cause• Collecting, analyzing customer network information, reproducing customer environments on lab equipment and recommending configuration changes• Manage prioritization with regards to customer communications and expectations until the closure of each case

• Responsible for driving business growth by establishing and supporting strategic partnerships with partner companies and dealer clients. • Meet with established partners and clients on a regular basis to ensure continued positive business relationships.• Leader of both Customer Service and Sales teams for the Americas.• Communications oversight - responsible for editing and approving all customer facing communications.

• Manage Team performance through regular coaching and mentoring. Utilized coaching resources and tools to document and track individual performance.• Actively worked with Senior Leadership on Operational goals/initiatives within BlackBerry Technical Support.• Influence a culture of collaboration within the direct team and peer group (across sites) to tackle challenges and come up with new ideas to address these challenges.• Handle critical customer escalations and manage customer expectations accordingly.• Participate in New Hire interviews and make recommendations for hire.• Participate in Team Lead on-call rotation and respond to assistance requests globally when on-call.• Manage Team scheduling and over time needs.• Work alongside Workforce Management to manage Service Levels; continuously look for opportunities to achieve optimum schedules that meet the business needs and the needs of team members.• Working with Global Learning, developed and launched a global training program focused on strengthening technical abilities among front-line Associates and Analysts by identifying gaps in training and tailoring content to address those opportunities.• Work with the Technical Account Managers and Support Account Managers group on customer escalations; allocate resources to, and follow through on these tickets to ensure customer satisfaction.

• Elementary level public school teacher. • Responsible for teaching grade levels three to six to read, write and speak the English language in a clear and concise manner.• Additionally responsible for delivering seminars to colleagues to assist them in developing their own English language skills.

• Responsible for managing a technical support team of thirty individuals.• On boarded and developed employees to provide top level technical support and customer service.• Managed a top performing team recognized across the site for it's excellent customer service and problem resolution abilities.• Delivered various training modules each week to ensure team members were able to perform to the best of their abilities.• Provided side by side coaching, and evaluated performances on an ongoing basis, to ensure excellent employee performance of daily duties.• Provided regular career counseling to focus employees and help them identify strengths and weaknesses. Assisted direct reports in attaining promotions by helping them acquire the skill sets needed to advance.• Participated in the ramp down procedure for the closure of the call center.

• Responsible for managing operations and driving profitability at various locations in the Ottawa region.