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.
• 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

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.

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..
• 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.
• 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.

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.

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.

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.

Diplome Universitaire, Electronic

Electronic and IT

Dut Electronic, Information Technology

Electronic