Hugues Mackay Email & Phone Number

Halifax, Nova Scotia, Canada

Halifax, Nova Scotia, Canada

Halifax, Nova Scotia, Canada

• Acts as Incident Commander and Safety Officer on Emergency Scenes• Develop and coordinate training delivery fire stations within the division• Coordinates, documents and investigates accidents and injuries• Leads the Post Incident Analysis process within the assigned district following incidents• Chairs District training meetings• Chairs District Board of Officers meetings• Assist in fire suppression and prevention activities

Chezzetcook, Nova Scotia (Station 23)

• NFPA 1001 Level I• Blue Card Incident Commander• ICS 100 and 200 Certified• NFPA 472 Hazmat Awareness• Class 3 Licensed Engineer / Pump Operator• Air Brakes Endorsement• CEVO Certified (Emergency Vehicle Operation)• MFR Certified through EHS• Respond to 911 emergency and non-emergency calls to investigate and extinguish fires• Provide Search and Rescue in various forms including land and marine searches• Provide medical first responder actions to emergency medical calls• Provide first responder actions to hazardous materials calls• Conduct fire prevention inspections and assist with public education programs• Drive and operate emergency firefighting vehicles and equipment

Halifax Regional Municipality

• Provide a forum for the discussion of issues of interest to the volunteer members of Halifax Regional Fire and Emergency• Initiate, research, and review policy, implementation of policy, and other matters of interest to the volunteer sector• Advise the Chief Director of Halifax Regional Fire and Emergency on issues of interest to the volunteer fire service

Halifax, Canada Area

- Lead Supervisor in charge of pyrotechnic displays utilizing consumer and commercial fireworks- Licensed by NRCAN Explosives Regulatory Division- Prepare site assessments, insurance and safety considerations for fireworks shows- Experience shooting from rooftops, bridges, barges and flatbeds- Experience with large shells and nautical effects- Experience with firing shows by hand, electrically and electronically- NFPA 1001 Level I Firefighter- Nova Scotia Emergency Health Services MFR Certified- Licensed Pyrotechnician (December 2015)

Chezzetcook, Nova Scotia

- Member of ATV Response Team- Provide fast mechanized response using all terrain vehicles- Provide Search and Rescue in various forms including land and marine searches- Provide medical first responder actions where necessary- Co-ordinate search efforts with RCMP (Police), Department of Natural Resources and Coast Guard- Advanced use of GPS, Radio Communications and Land Navigation techniques

Halifax, Nova Scotia, Canada

Halifax, Canada Area

Halifax, Canada Area

Halifax, Canada Area

• Manage day to day operations of Public Safety Office and coordinate efforts of an interdisciplinary team along with maintaining a close relationship with Legal and Senior Leadership stakeholders• Own Customer Service which includes technical and non-technical requests for help with our product and solution• Responsible for Ad Content and Channel Content Moderation along with Global Ad Content Policy definition and enforcement.• Own Content Moderation of BBM Channels, including management of external vendors.• Monitor moderation processes performance by creating and monitoring the appropriate reports.• Monitor Agent performance, to confirm they are applying the content standards.• Create reports and mine data to improve the effectiveness of moderation.• Make appropriate decisions regarding escalations, and where required route escalations through appropriate legal and organizational channels.• Research and document local laws and customs so that content standards can be appropriately localized.

Halifax, Canada Area

• Own Customer Onboarding Management, Processes and Reporting for BBM Ad Operations.• Manage Customer Service Improvements that support Onboarding, Campaign Creation and CSAT• Responsible for Ad Content and Channel Content Moderation along with Global Ad Content Policy definition and enforcement.• Responsible for customer billing of BBM Ads.• Own Content Moderation of BBM Channels, including management of external vendors.• Monitor moderation processes performance by creating and monitoring the appropriate reports.• Create and maintain processes related to moderation.• Monitor moderator performance, to confirm they are applying the content standards.• Create reports and mine data to improve the effectiveness of moderation.• Make appropriate decisions regarding escalations, and where required route escalations through appropriate legal and organizational channels.• Train moderators to ensure they understand what is inappropriate.• Research and document local laws and customs so that content standards can be appropriately localized.

Halifax, Canada Area

• Own content moderation, including management of external vendors.• Monitor moderation processes performance by creating and monitoring the appropriate reports.• Create and maintain processes related to moderation.• Monitor moderator performance, to confirm they are applying the content standards.• Create reports and mine data to improve the effectiveness of moderation.• Make appropriate decisions regarding escalations, and where required route escalations through appropriate legal and organizational channels.• Train moderators to ensure they understand what is inappropriate.• Research and document local laws and customs so that content standards can be appropriately localized.

Halifax, Canada Area

• Managed team of specialists to successfully develop and implement a client experience improvement program into a global Technical Support organization of 800 employees. • Facilitated working sessions with stakeholders, identifying objectives, building requirements, implementation strategies, and influencing change. • Maintained communication with internal business units, stakeholders, including Executive Leadership Team, allowing all business units to stay up to date and opportunity to provide feedback and clarify expectations. • Improved customer survey satisfaction scores from below target to exceeding target and gained significant operational improvements by governing and monitoring process adherence and adoption.• Prepared and presented KPI data that demonstrated how effectively processes were performing, successfully providing value and setting direction for continuous improvement.

Halifax, Canada Area

Managed team of specialists to successfully develop and implement a client experience improvement program into a global Technical Support organization of 800 employees. • Facilitated working sessions with stakeholders, identifying objectives, building requirements, implementation strategies, and influencing change. • Maintained communication with internal business units, stakeholders, including Executive Leadership Team, allowing all business units to stay up to date and opportunity to provide feedback and clarify expectations. • Improved customer survey satisfaction scores from below target to exceeding target and gained significant operational improvements by governing and monitoring process adherence and adoption.• Prepared and presented KPI data that demonstrated how effectively processes were performing, successfully providing value and setting direction for continuous improvement.

Halifax, Canada Area

In this position, I lead a team of highly skilled Senior Analysts who worked directly with our development teams to resolve issues for our customers.

Halifax, Canada Area

• Led both local and remote technical support teams• Led a team of Associates and Analysts that helped on-board and train new employees• Assisted with the launch and training of Service Deliver Partners in Ontario and South Carolina

Halifax, Canada Area

Worked as a Desktop Support Associate, Server Support Associate and Server Support Analyst during this ~2 year period where I receive 2 promotions to increasingly technical roles.• Supported consumers and small to medium business customers with their BlackBerry Smartphones and with the end-to-end BlackBerry Solution• Supported Microsoft Exchange mail environments and Microsoft SQL databases• Went on 3-month assignment to help launch, recruit, hire and train staff in BlackBerry's Irving, Texas office

Halifax, Nova Scotia, Canada

The Lake & Shore Community Recreation Society is a non-profit community association formed to oversee the Community Recreation Center and its programs and services within the new Porters Lake Elementary School.As Board Vice-Chair and Corporate Governance Secretary for the Society, I worked with an enthusiastic volunteer group to provide advice, guidance, and leadership to operational management as well as policy and organizational development expertise to the Society in areas such as governance and board development, community asset-mapping, web communications, web collaboration, and program development.

Halifax, Canada Area

• Collected, processed and disseminated intelligence• Identified and analyzed information which was likely to affect military operations, national policies and objectives• Managed resources in an intelligence unit, section and team• Operated and managed information technology systems• Advised on the employment of intelligence collection and surveillance systems• Provided intelligence support to commanders at the tactical, operational and strategic levels

Halifax, Canada Area

• Supported Canadian Forces missions by providing policing and operational support• Investigated and reported incidents involving military or criminal offences• Developed and applied crime prevention measures to protect military communities against criminal acts• Coordinated tasks related to persons held in custody (including military detainees and prisoners of war)• Performed other policing duties, such as traffic control, traffic-accident investigation, emergency response, and liaison with Canadian, allied and other foreign police forces

Halifax, Canada Area

• Participate and coordinate with line management regarding the orientation, training, development and retention of high caliber staff• Coach employees and carries out disciplinary actions, as necessary• Maintain and submit payroll records and other employee and business information• Review company and client reports for accuracy and timeliness• Communicate and coordinate with line management regarding scheduling, staffing, equipment, record keeping, and related matters, to ensure the smooth delivery of services• Evaluate service quality through regular post inspections• Acts to ensure that staff members understand and comply with applicable laws, regulations, policies and procedures