Marco Dias Email & Phone Number

Concord, Ontario, Canada

Mississauga, Ontario, Canada

• Promoted to lead a team of service desk analysts, supporting over 200 kiosks in 10+ states, providing direction, mentorship, and performance evaluations to ensure high levels of productivity and customer satisfaction.• Collaborated with technology teams to identify and address systemic issues, resulting in a 20% reduction in recurring incidents.• Developed and maintained SLAs and KPIs to monitor team performance and drive continuous improvement efforts.• Conducted regular training and review sessions to improve technical skills and customer service capabilities within the service desk team, resulting in an 18% decrease in call times.• Oversaw the implementation of new ticketing and call center systems, reducing response times by 15% and improving issue tracking and resolution.• Prepared weekly dashboards of system performance for varying audiences, including clients, technical leads, and senior management.• Identified and implemented cost-saving measures to achieve a budget reduction of 35% while maintaining service quality.• Maintained system uptime >99%, month over month, through proactive monitoring, preventive maintenance, and incident response strategies.• Ensured all processes are thoroughly documented, consistently audited, and regularly improved.

Mississauga

• Guided team in handling incidents, resourcing, and process needs in a 24/7 environment.• Demonstrated the application of urgency, resourcefulness, and cooperation required for MedAvail's success.• Managed special projects, delegating activities as required to achieve project goals.• Participated in new hire onboarding, contributing to the development of a skilled and knowledgeable team.• Led and collaborated on the establishment of various internal policies and SOPs.• Established and managed a technical knowledge base, ensuring accessibility and accuracy for the support team.

Mississauga, Ontario, Canada

• Led incidents and problems to their accurate and timely resolution, in a fast paced, startup environment.• Coordinated maintenance activities for kiosks installed at customer locations.• Recorded all activities in the incident management system, maintaining accurate details for future reference.• Trained clients on proprietary and 3rd party software that make up the MedAvail solution.• Provided exceptional customer service by understanding client issues and taking appropriate actions.• Liaised and communicated with various levels of business and technical personnel, both internally and externally.

Toronto

Responsible for providing 1st and 2nd level Windows, hardware and networking support to a community of 2500 pharmacies (including major chains such as Loblaws, Target, Walmart, Pharmasave, and Safeway), in a help-desk environment as well as on site visits.Juinor level SQL analysis, query writing, and implementation.Working with various 3rd party vendors whos software (and hardware [medical dispensing units]) integrates with the Kroll Windows platform, including McKesson, RxCanada, AmeriSource, and Kohl & Frisch among many others. Co-lead in rollout project teams, including major acquisitions such as Walmart and Target in Canada. Duties include server and work station staging as well as database conversions.Disaster recovery, which includes installing, monitoring, and maintaining local and offsite backup options.Document preparation, including checklists and guides for major conversion operations.

Providing technical support for Rogers Wireless consumers in a call centre environment.Software installation and synchronization support for wireless devices, including iPhone, Blackberry and Androids.Customer Satisfaction/QA score average: 109.6%

Providing technical support for Synergex clients in Brazil..Deciphering and troubleshooting error codes presented during installation of Synergex products.Documenting all ticket summaries and working directly with the Synergex Brazil Product Manager to implement protocol/strategies for new and existing problems.

User management, setup, and migration in an office setting (through our clients; Source Medical and Ceridian)Hardware/software support for desktop/laptop workstations.Full system installation/setup and data transfers.Minor software/device troubleshooting.Offered a full time position with Unisys after 2 months of contract work.

Responsible for printing/delivering reports and cheques for AIG employees/departments.Backups management. Responsible for logging all tape information and sending out/replacing the day’s tapes.(Re-)Imaged workstations with Windows XP.Provided support for Windows XP users.

Education record

Education record