Robert Harrison

Robert Harrison Email and Phone Number

Senior Information Technology Specialist @ Nulogy
Ottawa, ON, CA
Robert Harrison's Location
Ottawa, Ontario, Canada, Canada
Robert Harrison's Contact Details

Robert Harrison personal email

n/a
About Robert Harrison

Robert Harrison is a Senior Information Technology Specialist at Nulogy. He possess expertise in technical support, troubleshooting, tfs, tcp/ip, call centers and 40 more skills.

Robert Harrison's Current Company Details
Nulogy

Nulogy

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Senior Information Technology Specialist
Ottawa, ON, CA
Website:
nulogy.com
Employees:
115
Robert Harrison Work Experience Details
  • Nulogy
    Senior Information Technology Specialist
    Nulogy
    Ottawa, On, Ca
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  • Solarwinds N-Able
    Technical Support Analyst
    Solarwinds N-Able Apr 2017 - Present
    Ottawa, Canada Area
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  • Halogen Software
    Customer Support Operations Manager
    Halogen Software 2016 - 2017
    Ottawa, Ontario, Canada
     Ensured department tools such as ticketing software, customer portal, etc. worked properly and adjusted as needed. Sourced new software/vendors to improve day to day operations for the organization. Created and implemented weekly reports to track current and historical KPI data at the agent and department level. Updated customer portal with training content, software version/documentation, etc. to help improve customer self-serve options and overall customer experience. Collaborated with other departments to help facilitate their needs or requests. Created or modified department process to help streamline and improve day to day operations. Analized call trends to identify staffing needs and adjust accordingly.  Identified areas of improvement within the organization. Trained/coached on new or redefined process to ensure consistency within the organization.
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  • Halogen Software
    Tier 2 Technical Support Tam
    Halogen Software 2014 - 2016
    Ottawa, Ontario, Canada
     Provided 2nd level support for Tier 1 and internal/external clients. Provided 1st level support to internal/external clients (telephone, email and online). Accurately and efficiently documented client’s issues and related resolutions. Took ownership of complex (2nd level) or time critical support issues escalated by Tier 1 or managers to ensure their timely resolution. Guided customers through product upgrades and installations and provide product overviews. Documented complex issues for escalation to Tier 3. Educated customers on all lines of business and provide best practices to help ensure successful and stress-free launches for Halogen Software modules. Data mining and the creation of reports for day to day operations. Technical Account Manager (TAM) for high profile account.
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  • Halogen Software
    Technical Support Specialist
    Halogen Software 2013 - 2014
    Ottawa, Ontario, Canada
     Provided 1st level support to internal/external clients (telephone, email and online). Accurately and efficiently document client’s issues and related resolutions. Troubleshooted problems related to product applications, functions, installation, and configuration. Guided customers through product upgrades and installations and provide product overviews. Documented complex issues for escalation to Tier 2. Educated customers on all lines of business and provide best practices to help ensure successful and stress-free launches for Halogen Software modules.
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  • Prairiefyre Software Inc.
    Quality Software Assurance Specialist
    Prairiefyre Software Inc. 2010 - 2013
    Ottawa, Canada Area
     Lead tester for new intelligent Interactive Voice Response (IVR) management system. Configured multi-computer setups for software/hardware compatibility verification. Provided test estimates for new features and design changes. Created and implemented test plans and test cases. Helped with testing other lines of Prairiefyre Software. Raising issues to the development team to ensure the quality of the product. Confirming fixed issues to ensure items are resolved prior to GA release. Trained IVR management software to fellow colleagues. Provided feedback to development and product management team for new and current design implementation and or design change. Time managed to ensure release dates and commitments were met.
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  • Prairiefyre Software Inc.
    Technical Support
    Prairiefyre Software Inc. 2009 - 2010
    Ottawa, Canada Area
     First line technical support for Prairiefyre Software customers and dealers through voice, email, and chat. Troubleshooting configuration and installation issues. Educated dealers and customers on installation, configuration, and preventive maintenance. Worked with development team in order to address issues that require hotfixes or patches. Worked with high profiled customer in addressing issue and concerns they may have. Did Quality Assurance testing when needed prior to a new release. Educated customers on all lines of business.
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  • Best Buy Canada
    Technical Specialist, Technical Business Professional
    Best Buy Canada 2008 - 2010
    Ottawa, Canada Area
     Installed user software antivirus, office applications and security software. Worked with local business owners in providing affordable and sensible technology solutions, such as software, hardware, and on-site technical support. Troubleshooting hardware issues for Desktops and Notebooks such as Hard Drives, Network Cards, Mainboards, Cd/DVD-ROMs, many other peripherals. Troubleshooting Software for Desktops and Notebooks such as Virus Removal, Operating System Reinstalls, Data Backup, and configuring newly purchased computers. Worked one on one with customers to resolve issues and maintain great customer service and support.
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  • Sitel
    Team Manager, Tier 2 Support, Tier 1 Support
    Sitel 2004 - 2008
    Ottawa, Canada Area
    Held many positions for multiple contracts during my time with Sitel, from Tier 1 Support agent to Manager. Managed 10 – 15 Technical Support Agents Was responsible for coaching agents on metrics such as Average Handle Time, First Call Resolution, and Customer Satisfaction Created and implemented reporting and coaching tools. Worked closely with contract clients Dell, Microsoft, and Bell Sympatico on new and existing policies and procedures. Worked on various test pilots for DELL such as new tools and software applications to improve efficiency and customer experience. Was responsible for helping launch Microsoft VISTA technical support contract. Created KB`s and training material across all lines of business.
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Robert Harrison Skills

Technical Support Troubleshooting Tfs Tcp/ip Call Centers Software Quality Assurance Contact Centers Sharepoint Microsoft Sql Server Call Center Performance Testing Quality Assurance Iis Enterprise Software Telecommunications Software Documentation Voip Agile Methodologies Team Leadership Lync Server 2010 Cloud Computing Management Strategic Planning Change Management Microsoft Excel Windows Server Project Planning Problem Analysis Collaborative Problem Solving Leadership Customer Service Customer Retention Customer Support Customer Satisfaction Customer Engagement Microsoft Office Sql Networking Windows Windows 7 Project Management Computer Hardware Computer Hardware Installation Business Analysis Customer Relationship Management

Robert Harrison Education Details

Frequently Asked Questions about Robert Harrison

What company does Robert Harrison work for?

Robert Harrison works for Nulogy

What is Robert Harrison's role at the current company?

Robert Harrison's current role is Senior Information Technology Specialist.

What is Robert Harrison's email address?

Robert Harrison's email address is ro****@****tico.ca

What schools did Robert Harrison attend?

Robert Harrison attended Cts Canadian Career College.

What skills is Robert Harrison known for?

Robert Harrison has skills like Technical Support, Troubleshooting, Tfs, Tcp/ip, Call Centers, Software Quality Assurance, Contact Centers, Sharepoint, Microsoft Sql Server, Call Center, Performance Testing, Quality Assurance.

Who are Robert Harrison's colleagues?

Robert Harrison's colleagues are Sarah Quan, Amanda Fontana, Navila U., Sydney Landriault, Michael King, Léo-Noël Fortin, Allan Kielstra.

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