Leonard Mooney Email & Phone Number

Burnaby, British Columbia, Canada

• Providing direction and monitor employee performance to ensure that work activities are completed in accordance with documented standards, processes, and procedures.• Performing incident and event triage with support from TS CST HUB resources and manages resolution and/or routing based on established procedures.• Acting as the first point of escalation for TS CST HUB resources on shift.• Maintaining TS CST HUB schedule to ensure coverage for all shifts and role assignments.• Producing regular reports according to the defined processes and frequency.• Maintains the TS CST HUB incident ticket queue, including ticket creation, assignment, and resolution.• Coordinating, tracks, and reports on the execution of planned changes and scheduled maintenance activities performed by the TS CST HUB.• Maintaining regular contact with TS Operation Managers and teams to maintain currency on technical standards, tool sets, and operational practices.• Orienting new TS CST Hub resources in tool-sets, processes, procedures, and work expectations.• Performing regular compliance audits to ensure work activities are performed in accordance with defined standards and controls are tested.• Make recommendations regarding improvements to tool sets, processes, and controls.• Provide QA Coordination and develope user acceptance testing scenarious.

Vancouver, Canada Area

• Monitor & coordinate day-to-day activities of the global support team.• Manage IS support escalations. Assume ownership for issue resolution, including coordinating escalation of critical issues to senior staff• Understand & track key team metrics. Suggest and implement process improvements• Schedule and supervise routine preventative maintenance on our staff-facing systems including testing, change approval and documentation updates• Work with other internal groups to collect and refine business requirements, and translate into technical objectives. Lead the support team to design and implement solutions• Identify time-consuming issues; work with support team to prioritize and schedule work orders to resolve these requests• Create and maintain training and technical documentation• Manage procurement for our end-user devices and services, including maintaining vendor relationships.• Provide STEMCELL employees with first class assistance to resolve their issues and questions

Vancouver, Canada Area

IT | Customer Technical Support Call Centre• Lead and managed a team of 2 team leads and 10 customer service agents.• Planned, assigned and monitored work tasks for optimum team efficiency.• Performed annual staff performance evaluations.• Identified and addressed development needs and requirements.• Implemented weekly, monthly and annual call centre statistics with the ability to forecast future call volume within a 5% variance.• Utilized erlang call centre spreadsheets to implement staff scheduling changes to balance customer requirements with existing resources.• Developed staff training programs and reference manuals for new and existing products.• Implemented improvements within support department including new CRM system processes which increased service levels by up to 5%• Formulated and implemented customer service policies and procedures resulting in lowering call handling times by 5 – 10 minutes.• Addressed and resolved escalated customer service issues.• Member of customer technical review board• Member of the Change Control Board (Change Management Team)System Administrator• Configured, installed and maintained virtual CentOS server for TikiWiki knowledgebase• Configured, installed and maintained virtual Windows 2012 support department servers• Maintained tech support PHP automation and active call display scripts• Functioned as primary Linux/Windows administrator for the shared hosting environment• Migrated 1000+ websites from local datacenter too remote third party vendor• Monitored and supported customers VMWare virtual datacenters• Configured and supported Juniper SSG and Fortinet 60D routers

Vancouver, Canada Area

• Managed and Cross Trained Technical Support Team, teaching corporate Linux standards.• Migrated legacy shared hosting environment to RedHat ES 3. Decommissioning and retiring 20+ servers• Configured, installed and maintained dedicated RedHat ES 3 server for support department• Configured, installed and maintained dedicated Windows 2003 support department server• Configured and maintained Juniper routers• Mentored and guided employees ensuring all were trained in product knowledge and capable of performing assigned duties.• As team lead, created and implemented processes to grow and exceed all KPIs.• Supported Linux and Windows server within the shared hosting environment• Supported and developed customer websites within shared hosting environment• Successfully migrated customers from @radiant.net email addresses over to @kwik.net• Implemented and supported Postini and IronPort anti-spam services

Vancouver, Canada Area

• Completed tickets that involved troubleshooting equipment hardware issues on dedicated servers• Assisted in maintaining systems in lab environments at various sites• Supported Linux and Windows server within the shared hosting environment• Supported and developed customer websites within shared hosting environment• Developed search engine optimization within customer websites to increase google rankings• Provided support on weekends and odd hours to ensure little to no disruption of local and operational systems during scheduled maintenance and outages• Managed daily activities to include user support and system administration tasks• Ensured client satisfaction by fulfilling email and telephone support requests during and after the installation, implementation and configuration of Radiant products and services.• Provided customer support in setup, configuration, troubleshooting until issue resolutions.• Identified problems; recommended solutions; documented and notified development teams; provided guidance for enhancements.• Resolved customer support issues including hosting, email, and managed services.• Ensured that Radiant resources are used appropriately, notify clients when such resources are not used appropriately, and suspend clients when such resources are repeatedly abused.

Calgary, Ab, Seattle, Wa

Network Analyst / AdministratorSenior High Speed Broadband Consultant / TechnicianSub-contracted to Shaw September 1998 – 1999, Calgary, ABSub-contracted to AT&T Cable Sept 1999 – July 2002• Installed and repaired high speed broadband internet service.• Installed broadband data software and correct any conflicts.• Implemented subscriber connectivity through high-speed internet and data access over a broadband network.• Demonstrate and explain cable modem operation, network, software and high-speed data service for internet connectivity.• Installed and maintained several clients home networks involving 2 – 5 computers.• Configured Microsoft and/or Linux operating systems and servers to function on the LAN.

Computer Maintenance Technologies Diploma, Computer Maintenance Technologies Diploma

Studying to become a computer technician

High School Diploma, High School Diploma

Activities and Societies: Computer Sciences Club Grade 12