Kenneth C. Email & Phone Number

Greater Toronto Area, Canada

· Led the design and execution of project plans to streamline business processes, governing clear objectives coupled with optimal resource deployment, resulting in 20% increase in efficiency· Conducted in-depth analysis of customer-reported issues, determining root causes, workarounds and preventive solutions, driving continuous refinement of product· Analyzed log files, databases, and system configuration to track potential causes of issues· Optimized product knowledge base incident management and troubleshooting, contributing to refined product development· Managed technical inquiries relating to company product, integrations, and hosting environments, and performed defect remediation of reported user errors to support root cause investigations

Montreal, Quebec, Canada

· Optimized Operation Performance: Collaborated with key stakeholders to enhance operational efficiency through strategic data analysis, identifying opportunities for improvement· Requirements and System Analysis: Conduced thorough requirements and system analysis, skillfully translating insights into actionable business requirements, ensuring alignment with organization goals· Change Management Support: Played a pivotal role in supporting change management processes for airport IT systems while effectively facilitated communication amongst diverse stakeholders to ensure smooth transitions and successful implementations · Managed end-to-end process tracking, approving, and communicating critical application changes, while maintaining a keen focus on adherence to quality standards and timely communication with relevant stakeholders

Toronto, Ontario, Canada

· Evaluated applications for benefits, including Employment Insurance, Canada Pension Plan, and Old Age Security, making well-informed and non-contentious decisions based on validation of clients’ eligibility and entitlements· Monitored the entire lifecycle of benefit claims, ensuring timely and accurate payment disbursement while maintaining compliance of established client eligibilities · Invested and ascertained relevant facts regarding issues such as reasons for job loss, and availability of clients for work, contributing to fair and informed decision-making processes· Provided comprehensive assistance to clients, offering clear and precise explanation of benefit entitlements such as pensions and old age security, and delivering guidance and support in navigating through claims submission process, ensuring positive client experience

Toronto, Ontario, Canada

· Established Tier 1 connections, fostering rapport with customers through active listening and precis questioning. Delivered timely solutions to rectify issues and ensured positive customer experience· Strategically escalated existing tickets to higher priority levels, demonstrating keen understanding of issue urgency. Proficiently created new tickets using customer relationship management tools, ensuring seamless tracking and resolution· Navigated computer systems and troubleshoot customer connectivity issues through service performance and failure analysis

Toronto, Ontario, Canada

·Maintained and upheld daily service delivery agreement targets·Immediate remediation of technical issues in daily flight operations·Coordinated the implementation of local system upgrades and ensure minimal disruption to operation through mitigation strategies constructed from company directives·Liaised with company headquarter to implement company directives suited to local constraints, while maximizing process efficiency relative to available local resources

Hong Kong, Hong Kong Sar

· Acted as Deputy Administrator for the entire organization’s user access rights to Amadeus platforms. Successfully optimized business rules and configuration of airline departure control systems, ensuring streamlined and secure access.· Coordinated quarterly system enhancements by meticulously managing the design, configuration, testing, and implementation process, through a controlled and seamless transition to new features and improvements· Configured business rules across all Altea applications, driving a 30% reduction in labour time through enhanced business process automation, contributing to increased efficiency and productivity organization-wide · Implemented processes and delivered products to stakeholders across the organization after conducting thorough change impact analysis, ensured smooth integration and minimal disruption to existing workflows.· Managed defect remediation by collaborating closely with Airline help desk and Amadeus. Led incident recovery and problem resolution efforts, ensuring continuous business operations and maintaining a smooth operating environment · Provided 24/7 functional support to airline users on all Altea applications, responding promptly to recover and resolve technical incidents, contributing to uninterrupted operational efficiency

Hong Kong, Hong Kong Sar

· Played a pivotal role in the successful implementation and cutover of Amadeus DCS, replacing the legacy CUPAC DCS. Achieved remarkable 50% optimization in operational efficiency, contributing significantly to improved airport processes · Conducted thorough reviews and validations of end-to-end airport handling business processes through meticulous business process modelling. Specialized in the critical areas of disruption management, enhancing the overall resilience of operations· Communicated effectively with impacted stakeholders, ensuring seamless integration of business requirements into the design and specifications of the new departure control system, while ensuring a collaborative environment for successful system transitions was facilitated· Actively participated in change impact assessments, ensuring the execution of mitigation strategies as part of the business process re-engineering process. Maintained a proactive approach to address potential challenges and disruptions· Ensured the smooth implementation of new business, operational, regulatory, and service delivery requirements at airports. Minimized disruptions to customer experiences and existing workflows while adhering to policies and procedures

Toronto, Ontario, Canada

· Progressed to the role of Relief Acting Manager-On-Duty in November 2010, providing essential support for daily airport operations.· Spearheaded the training of new team members from October 2009, ensuring their seamless integration into local team operations· Led the oversight of ground handling operations, ensuring the availability of ample resources for both flight arrival and departure operations, all while maintaining a strong focus on efficiency and strict adherence to safety protocols· Coordinated closely with centralized load control, flight dispatch, and flight crew, ensured the safe loading of aircraft and completion of pre-departure preparations, contributing to the smooth and timely execution of flight operations