Lionel Philippe Email & Phone Number

Vancouver, Canada Area

Leadership & Team Management: Proficient in overseeing teams, conducting coaching sessions, and providing constructive feedback to drive continuous improvement.• Results-Driven Approach: Implementing performance metrics, monitoring KPIs, and defining improvement goals to enhance Service Desk efficiency.• Implementation & Support Expertise: Experienced in developing and documenting processes, policies, and procedures to streamline operations. Successfully migrated on-premises ticketing systems to the Cloud and designed user-friendly Self-Service Requester Portals to optimize incident management processes.Responsibilities:• Lead day-to-day Service Desk operations: Monitor KPIs, manage escalations, handle tickets, and provide guidance, mentoring, and performance feedback.• Conduct monthly one-on-one meetings with each analyst for coaching and performance feedback.• Deliver personalized IT support to executives, ensuring special hands-on service tailored to their needs• Manage relationships with Service Desk vendors: Ensure SLAs are met and improve Service Desk performance.• Oversee Tier 1 external contractors: Conduct bi-monthly performance evaluations with vendor and provide constructive feedback for continual improvement.• Define specific improvement goals and targets.• Develop and document processes and policies.• Conduct interviews and hire Tier 2/3 staff.• Travel to Nanaimo and the US as required.Change Manager• Lead weekly Change Advisory Board (CAB) meetings to review and approve change requests before

Vancouver, Canada Area

• Managed call support teams across three Canadian offices: Vancouver, Calgary, and Ottawa.• Conducted bi-monthly one-on-one meetings with each analyst, providing guidance, mentoring, coaching, and performance feedback.• Defined goals with specific targets for improvement, enabling a team member to increase their monthly performance by 25% in live calls and tickets within two months.• Utilized Finness to monitor analyst availability, ensuring SLA adherence and maintaining monthly abandoned call rates below 5%.• Collaborated closely with the Manager of IT Infrastructure to communicate and educate company-wide on IT Service Desk updates, new projects, and policies.• Provided first and second-level contact and problem resolution for end-users regarding hardware, software, and applications.

Burnaby, Canada

Managed External Customer Accounts while ensuring Service Level Agreements (SLA), customers network securities and policies were followed.• Consistently ranked in top 3rd (up to 95% customer satisfaction; 10% above the average of tickets resolution) out of 25 IT Service Desk.• Created PowerShell scripts to modify user network account, mailboxes and Public Folder access that resulted in an 50% increase of Technology Service Requests (TSR) daily completion.• Developed Macros in Excel causing a 60% decreasing complex TSR resolution time.• Established strong working relationship with customers to ensure technical requests were completed as demanded, resulting in higher First Touch Resolution (FTR) and lower user dissatisfaction by 3% each year• Partnered with Server team (Tier 3) while providing troubleshooting details and errors encounter to ensure users and high network severity trouble tickets were immediately taken care of, resulting in decreased downtime for users and faster resolution.• Trained new IT service desk agents, ensuring that existing customers’ processes, policy and software tools were quickly learned, adopted and followed.• Multitask to identify work priority that increased capabilities to work well under pressure.

Burnaby, Canada

Managed individual performance of a team of 21 unionized Tier 1 agents• Developed and maintained ongoing relationship with Operation’s team to ensure First Touch resolution (FTR), Service Level Agreements (SLA), tickets details included resolution and Customers’ expectations were followed. Doing so resulted in keeping high customer fidelity, and saving an average of $25K+ per months in penalties.• Met with team members individually, reviewing monthly performance, including customers’ satisfaction and complaints. Provided ongoing coaching that substantially maintained and increased overall performance for each agent.• Assessed Performance Objectives with agents and end of year follow up of Performance Review, providing constructive feedback needed for improvement.• Performed monthly analyzed of 60 Live Calls for Quality Assurance (QA). Scored each call and coach agent to follow Service Desk requirement, guarantying maintenance of at least 90% satisfaction rate and keeping the Service Agreement signed with customers.

Burnaby, Canada

Provided hardware troubleshooting, installed software, Remote assistance and troubleshoot hardware (servers, desktops, laptops, printers) and software issues in a windows environment 2005 - 2011 • Received prestigious Customer First Champion Award, one of only 4 awarded among 47K representative worldwide.• Backed up French customer service team and handled up to 30% more interactions above the daily average, resulting in significant drop to Service Level Agreement (SLA) avoiding penalties which could have amounted to $10K of dollars.

Vancouver, Canada Area

Desktop and servers support in a WAN for 300+ users in 5 different sites in Canada:• Decommissioned old servers; Installed and configured 4 new Compaq servers with fiber optic connection; Installed new Compaq Backup Tapes; Migrated Calgary Domain to a separate server that dramatically improved Data and mailboxes recovery; storage space for users; protected hardware failure (RAID 2 and 5 on each server); and a faster LAN & WAN connection. (see to add matrix).

Greater Los Angeles Area

- Redesigned the entire PCSC hardware and network infrastructure to increase its performance and future growth- Supported Software (Veritas, Littlebrother and Macola). - Designed and implement new network cable layout.- Desktop support in a LAN for 50+ users, including overseas sales teams- Installed and configure VPN access for overseas usersQuality Assurance: Build and tested in-house security software. Translated English software into French- Trained French Sale team in Paris (France)

Diplome Universitaire, Electronic

Electronic and IT

Dut Electronic, Information Technology

Electronic