Sylvain Lanthier, Pmp Email & Phone Number

Montréal, Québec, Canada

-Be involved in department projects/programs to propose and implement management system for deliverables-Management of Jira, Confluence, WordPress and VuWall applications for the SOC (Security Operation Center).-Ensure evolution of platforms to anticipate future needs (functionalities & licenses)

Région De Montréal, Canada

Responsibilities:- Representative of the team for new product or service introduction- Create documentation and work instructions to the operational team- Manage and consolidate all the group's internal projects- Provide management with weekly progress of ongoing projects

Région De Montréal, Canada

Business AnalystResponsabilities: - Be the team representative during project calls/meetings- Document and share projects updates and deliverables to the team Work with security specialists and operators to create usecases and work instructions Achievements: - Finalize NDDoS documentation and oversee the translation of all work instructions to be perform by our team- Participate to BRD and SRS for Service Desk tool evolution project (Service Assurance and Service Provisioning)- Document a proposal to add security feature (rogues) to MISW standard product

Integrator: Responsabilities: -Implementation of process to migrate call centers to the Genesys 8 for a major banking client.-Be a facilitator between Bell canada internal teams and the client to define needed entry points and inputs by both groups. -Propose to customer solutions and operational procedures with the help of the business analysts Achievements: -Updated "policy and procedures manuals " (PPM) for the call center aspect.-Develop with the client a process to allow Bell to directly engage customer hardware service provider for incidents or change requests.

Integrator: Responsabilities: -Integration and alignment between Bell / customer processes associated with the management migration to Bell of the customer network elements, security and servers for a large business customer. Be a facilitator ibetween Bell canada internal teams, the client and his actual main supplier. -Documenting operational requirements between Bell Canada, the client and its third party suppliers. Achievements: -Build "policy and procedures manuals " (PPM) for every ITIL processes.

Integrator: Responsabilities: - Manage the integration between Bell / customer for the migration to IP solution of all network elements and the telephony for a Bell Canada major banking client.-Be a falicitator between Bell operational teams and the client to define needed inputs / outputs of both groups .-Hold internal and customer meetings to secure operational interpretations of contractual deliverables .-Analyze customer monthly reporting requirements , do the documentation and ensure final delivery.-Propose solutions and procedures in conjunction with business analysts-Creation of a delivery process to manage and record all access requests submitted by the client to Bell managed tools / applications.-Participate in the writing of operational guides.Achievements: -Implementation and automation of monthly reports for all KPI stipulated in the contract .-Creation of a document to explain all the business rules behind monthly reports calculations.-Creation of a delivery process to manage and record all access requests submitted by the client to Bell managed tools / applications.-Production of the client telephony service requests catalog.

Région De Montréal, Canada

Responsibilities:-Manage hierarchical escalations with external suppliers and internal IT groups.-Guide and serve the daily incident management committees both with the internal IT providers at Loblaws and with the subcontractors.-Get involved in the management calls during major incidents to ensure the impacts are lessened and controled and that the service is restored as quickly as possible. Prepare communications for management and ensure follow-ups throughout the breakdown.-Draft post-mortem documents and coordinate meetings to close the loop.Achievements:-Implemented and automatized a process for issuing daily reports in an effort to eliminate manual steps. -Implemented a conference call with each of the cash specialist managers with the aim of providing solutions when required for the five stores that logged the highest number of breakdowns during the period.-Developed and installed a proactive long-duration ticket surveillance system. Objectives were achieved when the system was implemented, in January 2011.

Région De Laval, Canada

-Teach different IT support program modules: Profession and training, information research, professional interactions, time management, communication in French and the various software programs comprising Microsoft Office.

Région De Montréal, Canada

Responsibilities:-Responsible for the group’s total results: Call acceptance, first- and second-level diagnostics of Data/ Internet links as well as remote monitoring of equipment comprising our clients’ network -Simultaneously supporting and supervising two teams with different union accreditations (8 technicians and 6 response assistants).-Work closely with the sales team to ensure client satisfaction in the SMB market.-Process customer complaints, conduct adequate follow-ups to resolve complaints as expeditiously as possible.Achievements:-Developed and installed a "scorecard" illustrating the service results, distributed three times daily, allowing employees and management to maximize their efforts at the right place and the right time.-Distributed and drafted a weekly newsletter intended for the employees in the group and for the SMB group management (results, new developments, upcoming changes, etc.).-Created a group specialized in MPLS technology to deal with client and sales team insatisfaction when this service was introduced.-Coordinated the move of 40 people in the group to the new location on Nuns’ Island and act as the single contact for communications and complaints/requests from the group undergoing the transition.

Région De Montréal, Canada

Responsibilities:-Introduce the new clients at the Centralized Response Centre, answer their requests, plan meetings to resolve any technical problems and provide a monthly report.-Process client complaints during service breakdowns and conduct follow-ups.-Work with the “Large Business” sales team to ensure client satisfaction.-Bring permanent solutions to the various recurring cases in concert with the service managers.-Draft incident reports and post mortems.-Organize and initiate meetings with the different departments in order to improve client service.Achievement:-Initiated an annual face-to-face meeting and a monthly follow-up with 13 clients under my responsibility to review the operating results and reposition the services offered by the help centre.N.B.: Set up a social club to mark birthdays, special occasions, offer a Christmas lunch to employees, etc.

Région De Montréal, Canada

- Manage installation and repair requests as well as complaints from Desjardins client by working closely with appropriate internal stakeholders.- Notify the customer of all preventive maintenance that will cause the network to be out of service.- Prepare monthly reports for the management team.

Région De Montréal, Canada

-Manage repair requests from clients while dealing with the different internal stakeholders.

Région De Montréal, Canada

-DMS Commuter Programmer and carry out its conversion according to the type of CCS7 signaling for all the central offices in the Montreal region.

2 Sessions Completed, Bachelor In Management It (2 Sessions Completed)

College Diploma, Electrotechnics