- Lead, develop, and support a group of helpdesk specialists, a trainer, a quality assessor and a workforce manager.- Manage our service level agreements with the Government of Quebec (MCN) and their entities (RENIR).- Effectively manage all incident requests, service requests and inventory control regarding (MCN) and our technician’s needs.- Reinforce and maintain a high level of security through tailored governmental protocols and security clearances.- Identify threat detection, support the implementation of protective security solutions. Network access management, and more

Available 24/7 for escalations.- Acted as the single point of contact for client escalations and service assurance related issues.- Provided technical support by prioritizing incidents and service requests, escalating client-reported problems, and ensuring service delivery within our contract agreements (SLA).- Participated in business continuity proposal and development, contracts / SLA negotiations, and contract renewals.- Provided leadership, coaching to resources involved in our client’s care and support. Enforced accountability to our assigned objectives and targets.

- Updated application tables (add, remove, and modify user profiles).- Worked to resolve application errors.- Contributed regularly and creatively to the development and growth of our team, resource and functions through trainings and automations. - Knowledge of telecommunications industry standards, more specifically in the following fields: LAN, WAN, Voice, IP, wireless solutions and Internet/Intranet applications (e-mail, client-server applications, security, and file server management).

Site locations: Quebec, Atlantic, Ontario, Morocco, Tunisia, Philippines, El Salvador, New Delhi, Hyderabad, and Chennai.- Deliver initial training courses using adult education principles. Adhere to the curriculum designed to promote proficiency and expertise in key areas customer support and service. - Liaise with the Training/Design Team and Project Team to provide timely and specific feedback regarding trainings and rollouts. Thus, optimizing training and delivery.- Establish and maintain a coaching and training partnership with our Vendor Team Managers. Eliminating performance gaps during initial training and throughout project rollouts. - Act as SME/SPOC regarding system outages, access issues/needs and all Floor Support-related opportunities during and after rollouts.

6months deployment per site to support Bell’s pioneer initiatives (Revenue Growth, Project/Product Rollouts, and all Client Care Support endeavors. - Conduct inspects and remote monitoring to ensure a proper rollout of Bell’s Projects and/or Marketing Programs. - Monitor and analyze key metrics for issues and/or improvements. Define trends that assist/support set action plans to improve or increase results.- Deliver TTT/Initial/CT Training to our Partners/Vendors (On Shore and Offshore). Accredit and Certify Partner/Vendor Trainers as Master Trainers.- Conducted numerous "Shadow" sessions with Vendor Team Leaders. This was to ensure the highest levels of support, and knowledge transfer.

- Identify agent skill gaps, training needs, and improve agent performance through side by sides, remotes, huddles, team meetings and coaching.- Lead and Develop Helpdesk and Customer Service Representatives- Acted as SME/SPOC regarding system outages, access issues/needs and all Floor Support-related opportunities (On Duty Manager). - Collaborated with vendors (SITEL, IBM and Teleperformance) to assist in driving First Call Resolution, AHT, and Revenue Growth.