Robert Harrison Email & Phone Number

Ottawa, On, Ca

Ottawa, Canada Area

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.

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.

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.

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.

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.

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.

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.