George Kinsella work email
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George Kinsella personal email
• 13+ years experience in the Information Technology field with expertise in management. • Exceptional abilities in project design and management with the organizational and supervisory skills to assure success. Delegates and monitors work to meet and beat deadlines. • Outstanding motivator and builder of teams. Works well in both team environments and individual environments. • Quick study, ‘out of the box’ thinker, technically sound and eager to learn new technologies and skills. Enjoys working with new items to develop a thorough understanding of its functionality.• In a fast paced environment has the ability to Multi Task and provide a positive environment for himself and his team.• Experienced with managing a team in a fast paced environment with a high level of efficiency.• Well versed in (CBI) Competency Based Interviewing.• Experienced in balancing team budgets to maintain fiscal responsibilities as well as maintaining payroll accordingly.• Successfully implemented performance enhancing initiatives to ensure best of breed results from within LOB’s and across the team. • Software development and system administration experience. • Experience with creating new teams from the ground up which included hiring, training, schedules, vacation allotment, sustained reference material and creating call flow/support boundaries.Specialties: Programming Languages:• Java, C, C++, Assembler, Unix Shell, CGI, Perl, PerlDBI, HTML, PL/SQL, Cobol, Clipper, Visual BasicOperating Systems:• Windows 95/98/2000/ME/XP/Vista, HP-UX 9.X, 10.X, 11.X, Solaris, Linux, DOS, VMwareApplications:• Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Timbuktu Pro, Exceed, Internet Explorer, Frame Maker, Adobe AcrobatDatabases:• Oracle 7,8,8i,9 Msql, MySQL
Firewall Technical
View- Website:
- firewalltechnical.com
- Employees:
- 7
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Technical ManagerFirewall TechnicalOttawa, On, Ca
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Is Service Desk ManagerCalian Group Mar 2021 - Jan 2024Ottawa, Ontario, Ca• Managed a team of eight service desk technicians (L1 and L2) located in two separate locations. • Responsible for ensuring all IS technical service requests were fulfilled by the team. • Ensured all onboarding and offboarding of Calian users occurred on time including equipment assignment. • Installed, configured, updated, and managed the IS ticketing system for the entire organization. • Created several process and procedure documents for the service desk team to manage the large split organizational teams. • Interviewing and hiring new staff to the service desk• Provided weekly analytics to our leadership team for all the organizations service review.• Provided analytics for backlog case reviews and monthly CIO updates.• Handled all escalations from Calian users and managed outage war rooms when required. • Perform quality reviews on service desk cases to ensure accuracy and appropriate fulfillment. -
Assistant Call Center ManagerAutoshack.Com May 2019 - Nov 2019Ottawa, Ontario, Ca• Managed a large team of L1, L2 and quality staff (offshore and onshore)• Ensuring agents met or achieved business goals• Interviewing and hiring new staff to the contact center• Assisting in the creation of new policies and procedures for the contact center to ensure success• Create analytical reports as required for the contact center manager, director or board members • Ensure e-commerce customer were satisfied through escalations• Escalate and assist on site price issues, fitment issues and part mismatches • Work with the warehouse to ensure return parts were all accounted for (multiple shipping vendors)• Assist in cost analyses for the contact center (80% of workforce offshore) • Build performance indicators to ensure business maintenance and growth -
Technical Support ManagerBell May 2013 - Jun 2017Montreal, Quebec, Ca• Managed one of the Fibe-TV support teams consisting of up to 30 support agents. • Fielded customer escalations and accepted ownership of the escalated cases• Responsible for HR actions such as absenteeism management, workman’s compensation, vacation requests and behavioral issues.• Designed a share point team site which is used for important communication, KPI Results, useful tips, videos and training white papers. • Designed an evaluation form which included every expectation wrapped around Bell’s “Success Profile” to ensure agents understood, monitored and exceeded their goals. • Created and managed a project called “Flight School” where senior agents would listen in on calls and action negative trends immediately. • Within 6 months I managed to coach a team of 26 new agents to a successful outcome for the organization (36% were top 75% , 62% were top 50%). -
Technical Support ManagerPhreesia Aug 2012 - Feb 2013Wilmington, De, Us•Managed the Phreesia Tier 2 support team consisting of 5 support agents and 1 team lead. •Responsible for interviewing and hiring of technical support staff for the team•Redeveloped the support team to align case priority and SLA fulfilment. This drastically reduced customer dissatisfaction and allowed Phreesia to create some real success with larger partners. •Restructured the process for assisting internal customers by assigning one second level to be a constant resource. This increased FCR (First Call Resolution) by more than 45% and brought second level knowledge to our sister teams with clear wins in Sales and Account Management. •Restructured the process for Phreesia integration work allowing success to excel beyond inside (smaller practice) installations. By restructuring the process there was a major increase in successful Enterprise installations which increased revenues/usage significantly. •Created a working metric system to measure the team’s individual and overall success. •Negotiated, configured, trained and pre- launched a new CRM (Customer Relationship Management) system called Zendesk to align work effort with appropriate management and reporting.•Attended weekly and monthly management calls to report the successes of the teams and future plans. -
Technical Support ManagerCaseware International Inc. Dec 2008 - Aug 2012Toronto, On, Ca•Developed the support team into an ISO certified department within the company. •Designed and instituted a proper SLA (Service Level Agreement) for the team and held monthly audits to ensure compliance. •Developed a monthly conference call with Caseware IDEA’s global distributors to discuss and answer any questions they may have regarding issues in the field. •Balanced and monitored scheduling to ensure proper coverage of the support line. This also included ensuring the proper forms were filled out for vacation and sick days. •Responsible for all technical documentation which included 3 FAQ’s per month. •Created and managed an excel project database to keep track of all of the project requests and assign them to staff when time permitted. •Analyzed and assessed any ongoing needs for the support website. This included ensuring the website had a functioning Forum which would be monitored by the support team. •Mentored and ensured that staff had proper training for anything they required. This was primarily based on the current technical advancements Caseware’s customers may be using. •Responsible for providing full yearly evaluations for all staff including myself to senior management. •Created and managed a support report that was sent every two weeks to senior management. This report covered everything from SLA compliance to customer satisfactions surveys. This report was instrumental in securing first time ISO certification for the team. -
Technical Support ManagerDell Oct 2006 - Sep 2008Round Rock, Texas, Us• Created and managed the first ever Dell consumer Linux support team which included performance management, coaching , reporting, staffing/evaluating, vacation allotment and scheduling. •Responsible for achieving target customer satisfaction levels within the technical support organization. •Developed plans and objectives and participated in cross-functional projects to improve operational performance for the organization.•Worked with senior management to develop and implement strategic plans, initiatives, and direction.•Received organizational awards for top team and top team manager within XPS for DELL’s Q3 and Q4 in FY08 based on site wide metrics [topped XPS metric charts for 10 weeks in succession; with 35 teams participating in FY08]. • Awarded top technical sales team [received top manager and team award] for the first and only XPS sales competition. -
Technical Support ManagerSitel May 2005 - Oct 2006Miami, Fl, Us• Maintain and manage queue call volumes to ensure daily client service level agreements are met [Client goals are set at 85% of calls answered in less than 5 minutes]. • Manage a team of 21 agents, 1 mentor and a quality professional. payroll submissions, create/maintain agent scheduling, handle agent IT issues as well as individual internal disputes, perform call audits and coaching agent CS, create and deliver all disciplinary actions, weekly one on ones as well as create and deliver yearly performance reviews. • Attended a bi-weekly technical second level meeting, weekly client operations meetings [client reports created by the TM] as well as weekly internal deep dive sessions.• Managed lab assignments, monthly technical testing and coordinated client paid technical training.• Instrumental in managing the teams monthly CS average from 54%/26% to a healthy 79.8%/4.2% [Current customer survey goals are 71.4% satisfied/7% dissatisfied]. -
Software Design Team LeadNortel Nov 2000 - Apr 2005Ca• Team Leader in charge of Galaxy & SDC global support. • Analyzed and Assessed design requirements for Galaxy v4.0, 5.0 and SDC v7.3, 8.0, 9.0 and 10.0. Accepted full responsibility for assigned Projects, applied technical skills, and analytic design procedures providing the highest quality results• Coordinated global deployment and upgrade strategy for all SDC software releases [Mkts. serviced: Ottawa, Raleigh, Dallas, Freidrichshafen DEU, Maindenhead UK, Beijing CHN, Melbourne AUS, and Chateauford FRA]; • Researched, recommended, and implemented a CD/DVD high-volume robotic solution for the global SDC install base – production capacity increase of 1500% • Recommended New departmental server equipment, negotiated with Nortel IS and CSC organizations for procurement and logistics of new equipment, secured mgmt. budget sign-off, drafted and executed on system cutovers. Server consolidation [52] yielded $250K cost savings to Nortel -
Software Designer/Support SpecialistNortel May 1997 - Nov 2000Ca•Handled 7/24/365 Pager Support maintaining exemplary Customer Service levels for a Global clientele exceeding ISO deemed guidelines for Case Closures [>99% on-time closure rate]•Designed/Developed within the RPS tool sets. This included: collecting development specific requirements, drafting design specification documents, attending code reviews, maintenance of quality assurance documentation, weekly feedback on progress to application owners, as well as thorough testing in a development environment prior to production release.•Evaluated and advised on the Organizational CSR [Customer Service Report] ticketing system; streamlining Customer data through newly engineered Web interface. Planned, developed and instituted CSR Metrics reporting engines for Direct and Senior Mgmt.•Promoted to departmental WGA [Work Group Administrator] for ALL departmental hardware assets – directed work of junior System Administrators in ongoing maintenance, backup/restore procedures and BCP policies.
George Kinsella Skills
George Kinsella Education Details
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Cdi (Career Development Institute)Computer Programmer Analyst
Frequently Asked Questions about George Kinsella
What company does George Kinsella work for?
George Kinsella works for Firewall Technical
What is George Kinsella's role at the current company?
George Kinsella's current role is Technical Manager.
What is George Kinsella's email address?
George Kinsella's email address is ge****@****are.com
What schools did George Kinsella attend?
George Kinsella attended Cdi (Career Development Institute).
What are some of George Kinsella's interests?
George Kinsella has interest in Golf, Soft Ball And Computer Technology, Reading.
What skills is George Kinsella known for?
George Kinsella has skills like Linux, Software Documentation, Software Development, Management, Cross Functional Team Leadership, Operating Systems, Vmware, Solaris, Project Management, Databases, Perl, Call Centers.
Who are George Kinsella's colleagues?
George Kinsella's colleagues are Jason Klauburg, Artem Shymko.
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