Christopher Moores Email & Phone Number

West Vancouver, British Columbia, Canada

West Vancouver, British Columbia, Canada

Burnaby, British Columbia, Canada

Collaborated with a team of 5 managers, overseeing Alberta, British Columbia, and Ontario. Supported business units by assisting: 60 in-house agents, offshore team leaders, escalation managers, and sales teams with technical or provisioning issues as subject matter expert (SME) / Tier2.Reduced cycles and shortened downtime by communicating and managing major network outages and events. Reduced turnover by managing live incidents and complex escalations to exceed clients’ expectations.Developed new product Brandminder. Assisted end-to-end planning, participated on conference calls, identified gaps in assurance process, and made recommendations. Reduced turnover by learning how to troubleshoot PRI trunks and creating training manual and training our front line teams with this skill set.Technology Used: Alcatel Dslams, Juniper ERX, DMS 100, GTD5, 5ESS, Cisco routing & switches, Windows XP/7/8/10, Microsoft Office 2010/2013, Microsoft Shared Point, SMTP, POP3, Webhosting, PRI, HDSL, Salesforce.com, Sybel, Remedy.

Montreal, Quebec, Canada

Performed team lead support to the frontline repair team for voice, Mobility, ADSL, shared hosting, and Telus TV product lines.Increased customer satisfaction by being the ambassador to the ‘customer 1st’ approach, placing focus on quality of customer support.Increased productivity by resolving issues for frontline business support agents on the fly, increasing customer satisfaction rates.Improved training and learning by documenting process updates, coaching and training.Reduced timelines by resolving all issues in house with elevated access to Alcatel DSLAMs, Juniper Aggregation points, POTS switches.Technology Used: Alcatel Dslams, Juniper ERX, DMS 100, GTD5, Windows XP/7/8, Microsoft Office 2010/2013, Microsoft Shared Point, SMTP, POP3, Webhosting, Blackberry BES, PRI, HDSL, Salesforce.com, Sybel, Remedy.

Montreal, Quebec, Canada

Performed frontline repairs for voice, ADSL, shared hosting, Telus TV, Desktop Backup, Hosted Unified Communication.Improved quality by resolving issues for business clients, increasing customer satisfaction rates.Technology Used: Windows XP/7/8, Microsoft Office 2010/2013, SMTP, POP3, Webhosting, Sybel, Remedy.