Eric Spencer Email & Phone Number

Kawartha Lakes, On, Ca

Canada

Toronto, Ontario, Canada

Toronto, Canada Area

Toronto, Canada Area

• Lead, plan, and direct all aspects and function of Field Service delivery globally • Personally increased Professional Services revenue 418% with pilot program• Establish departmental and individual goals which support Avigilon’s service and growth goals • Manage and supervise 5 professional Field engineers including hiring and promoting of these subordinates• Develop and implement processes and guidelines to support and increase the success of the Field Services… Show more • Lead, plan, and direct all aspects and function of Field Service delivery globally • Personally increased Professional Services revenue 418% with pilot program• Establish departmental and individual goals which support Avigilon’s service and growth goals • Manage and supervise 5 professional Field engineers including hiring and promoting of these subordinates• Develop and implement processes and guidelines to support and increase the success of the Field Services organization• Manage provision of regular operational reporting in relation to success indicators; develop and execute against action plans to address areas of concern. • Lead team member professionals and instill a strong customer-focused mentality amongst team members • Identify training requirements and skill gaps within the team • Manage provision of detailed reporting on all aspects of Field Services Organization • Foster strong inter-departmental relationships built on trust, communication and co-operative efforts • Manage customer relationship and provide break fix analysis, solve issues and offer proactive solution advice • Providing industry leading customer service and maintaining strong relationships with customers and partners • Manage provision of Post Sales on site support, troubleshooting, with a 98% resolution rate• Manage provision of Post Sales on site support for system optimization with a superior success rate• Manage provision of Post Sales system integration solutions• Manage provision of post Sales version migration plans• Write compelling Knowledge Base Articles for implementation on a global level• Trade Show collaboration and setup Show less

Toronto, Canada Area

• Awarded "Highest Partner Growth" 2013• Manage provision of regular operational reporting in relation to success indicators; develop and execute against action plans to address areas of concern. • Lead team member professionals and instill a strong customer-focused mentality amongst team members • Identify training requirements and skill gaps within the team and Partners • Foster strong inter-departmental relationships built on trust, communication and co-operative efforts… Show more • Awarded "Highest Partner Growth" 2013• Manage provision of regular operational reporting in relation to success indicators; develop and execute against action plans to address areas of concern. • Lead team member professionals and instill a strong customer-focused mentality amongst team members • Identify training requirements and skill gaps within the team and Partners • Foster strong inter-departmental relationships built on trust, communication and co-operative efforts • Balances tactical details with the overall strategy• Manage Creation and updating of service tickets as required • Manage provision of exceptional pre-sales support via the Sales Channel in order to strategically position Avigilon in the market place by: RFP Response, System Design, Dealer Training, End User Training• Conducted compelling customer facing product demonstrations winning key regional landmarks, performing at 165% to sales targets in Ontario and 140% as a region, contributing 2% of the overall global revenue as a Team.• Providing industry leading customer service and maintaining strong relationships with customers and partners • Revenue based resource allocation supporting three Regional Sales Managers while Travelling within the Eastern Region approximately 90%• Write compelling Knowledge Base Articles for implementation on a global level• Trade Show collaboration and setup Show less

Missisauga, Ontario

Creating, supporting and troubleshooting large scale networks for CCTV video. Cable Modems/Routers  Embedded Media Terminal Adaptors  Firewalls (software and hardware based)  Media Termination Adaptors (MTA)  Voice CPE equipment for Commercial Solutions  Transponders  Wireless Access Points Management and analysis of various protocols such as TCP, IP, UDP, RTSP, FTP, HTTP, HTTPS, DHCP, DDNS, SNMP, SMTP,ARP, NTP, SOCKS, SIP in all stages of the Internet… Show more Creating, supporting and troubleshooting large scale networks for CCTV video. Cable Modems/Routers  Embedded Media Terminal Adaptors  Firewalls (software and hardware based)  Media Termination Adaptors (MTA)  Voice CPE equipment for Commercial Solutions  Transponders  Wireless Access Points Management and analysis of various protocols such as TCP, IP, UDP, RTSP, FTP, HTTP, HTTPS, DHCP, DDNS, SNMP, SMTP,ARP, NTP, SOCKS, SIP in all stages of the Internet Protocol SuiteManagement and support of various video protocols via H.264, MPEG4, MJPEG, JPEG. • User level diagnostics • Usage collection and analysis • Performance management tools Responsible for the creation of software setup routines for Windows based operating systems with an emphasis on user friendliness.Responsible for creating and publishing well branded firmware releases which includes the development of applications and wizards to create efficient work flows and user frinedliness Firmware version control  Firmware deployment  Firmware testing and documentation Develops and maintains training for National Dealer baseExperienced in effectively coordinating multiple projects, executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment. Ability to effectively manage change. Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality. Strong planning and troubleshooting skills with the ability to “think outside the box” and see the “big picture” impact of decisions/actions. Show less

Level III Technical Support Supervisor -Microsoft MSN• Managed a Technical Support team of 20 to 53 personnel for Microsoft Internet Access software, supporting MSN Explorer, MSN Messenger, Internet Explorer on Windows 98 through Windows XP Pro • Improved customer experience through improving department first-call resolution rate from 78% to 90% over 3-month period by implementing root cause analysis and standardized work practices using Microsoft Knowledge Base •… Show more Level III Technical Support Supervisor -Microsoft MSN• Managed a Technical Support team of 20 to 53 personnel for Microsoft Internet Access software, supporting MSN Explorer, MSN Messenger, Internet Explorer on Windows 98 through Windows XP Pro • Improved customer experience through improving department first-call resolution rate from 78% to 90% over 3-month period by implementing root cause analysis and standardized work practices using Microsoft Knowledge Base • Co-lead the development of the “Coaching for Success” management system using team Quality Coaches with the objective of increasing morale and reducing attrition while improving the achievement of client expectations and metrics • Achieved a team attrition rate that was 5x lower than the company average; similarly, team attendance rates averaged 95.5% versus the company average of 89.0% • Provided and developed Level 2 and Level 3 Technical Support procedures • Developed policies and procedures clearly defining support protocol for MSN Subscription software globally • Led and developed bilingual MSN Partner Support Team and all material pertaining to support for major partners such as Bell Sympatico • Acted as primary liaison with inside Service Delivery Team and secondary liaison for partner clients such as Verizon Online, Qwest DSL and Bell Sympatico • Secondary point of contact for MSN Partner Support and Microsoft Global Escalation Team • Led project planning, tracking, and implementation activities for a large team • Defined training and staff support needs Show less

Network +, Networking

•Basic components of network theory. •Major network communications methods. •Network data delivery methods. •Network media and hardware.

Administrator 201, Sales Force Administration

Manage users, data, and security Maintain and customize Sales Cloud and Service Cloud applications Build reports, dashboards, and workflow

Mcp, Microsoft Cerified Professional