Mark Cyr Email & Phone Number

Brampton, Ontario, Canada

As (IT) manager I'm responsible for supervising, implementing, and maintaining our company’s computing needs. I oversee the organization's technology infrastructure and ensure that it aligns with the company's goals. I also develop and implement strategies for technology projects, and evaluate new technology solutions.

Burlington, Ontario, Canada

• Supervise, research, configure and plan major changes to IT infrastructure that align withthe College’s IT strategy.• Supervise the implementation of additions, deletions, and major modifications to ITinfrastructure including computers, servers, networking equipment, phones, printers, andsoftware.• Oversee scripting and programming activities to make changes to existing technology,automate processes and/or as part of installations.• Collaborate with the Supervisor, IT Support to discuss, plan and implement Departmentobjectives.• Acquire and maintain knowledge of the College’s policies, regulations, and strategies, andkeep up to date with relevant developments, applicable legislation, trends and bestpractices.Key Contributions:• Facilitated installation of new firewall• Coordinated a project to decommission several college servers• Implemented several college wide applications such as SmartSheet and Memoq• Created registration form for College AGM

Burlington, Ontario, Canada

• Support Enterprise Management System development installation, ongoing maintenance, data cleansing, and staff training• Conduct server and end-user technology updates• Assist in decommissioning retiring equipment and perform data migrations to new systems• Write technical documentation, related processes and procedures for developers, IT administrators and users• Perform system backups, archiving and disaster recovery reviews• Manage and audit system internal controls including user access profiles, authentication, authorization, accounting, and system logs• Assist IT Service Desk SupportKey Contributions:• Created Organization Calendar in Sharepoint to keep staff upto date on important activites. • Implemented several college wide applications such as NordVPN, textmagic and Dialpad• Oversaw the project to remove O365mapper from college devices• Set up Egnyte for the PREP department• Revamped ticketing system to become more efficient

Toronto, Canada Area

•Act as first point of contact for College staff for all IT inquiries.•Recommend, implement, and train staff on office policies and procedures.•Monitor, order, and manage office inventory.•Plan and implement special projects and tasks to improve business processes and efficiency.•Work extensively with Active Directory, Microsoft Exchange, and other critical networking applications daily.•Monitor and analyze network performance to detect problems such as inefficient use of computer resources to improve employee productivity.Key Contributions:•Assisted in the implementation of Windows Autopilot and Microsoft Intune for provisioning Windows 10•Implemented a company-wide Help Desk ticketing software that tracks, updates and resolves support requests.•Coordinate the set-up of new employees and employee exits.

Toronto, Canada Area

•Measured and improved Customer Success to provide the best experience for existing and future customers.•Worked with various internal teams to triage and resolve customer enquiries.•Educated clients on product functionality to increase client satisfaction.•Developed and fostered long-term client relationships.•Developed and improved on existing processes and metrics for strong customer retention.

Toronto, Canada Area

Specializing in HTML, Ruby, Ruby on Rails, CSS, and JavaScript projects.

Responsible for a client support team of 24 analysts that provides technical client support for 32 treasury and payment products to a client base of over 25,000 customers. Conduct performance evaluations and mentor IT personnel through formal channels to execute professional development plans. Monitor and control service level agreements (SLAs) with business units and customers.Key Contributions:• Reduced average call times by 20% by developing a departmental knowledge base to assist staff in diagnosing, troubleshooting and resolving clients issues with desktop software, hardware, and network problems• Supported vendors using various support tools (3rd level support) to troubleshoot clients technical matters which decreased the average age of a ticket by 80%. In most cases, I was able to resolve the issue before engaging the vendor• Developed and implemented ticket system that was easier and more intuitive for the analysts to use. Analysts Call to Ticket ratio increased from 35% to over 75%. This change led to increased client satisfaction and improved client follow-up• I helped improve client satisfaction score by 50% in 2015. In Q1 2016, the help desk achieved the highest client scores among all other groups within Treasury and Payments• Created an environment of continuous improvement and call reduction by analyzing call trends, capacity planning and producing technical documentation for team use. During my time as manager, I reduced call abandon rates by 10% and lowered call wait times by 25%

Accountable for acting in various project roles such as Project Lead/Workgroup Lead and Project Coordinator for small to medium projects. Through these roles, I have undertaken the creation of new deliverables (e.g., reporting, service, or change management) or changes to existing deliverables of varying size and complexity. I also coordinate and managed teams that have included people from other BMO areas, user groups, and internal and external contractors.Key Contributions:• Received a Top Performance award from the EI OSVP for managing the Firewall Lifecycle project. This project upgraded BMO's critical internal/external firewalls and involved over 200 testers and groups.• Successfully managed and delivered small to mid-size projects on time and client satisfaction.• Demonstrated multi-tasking skills by managing four to five projects simultaneously with budgets over $250,000. Projects focused on upgrades to network hardware and LAN/WAN technologies

Toronto, Canada Area

Effectively manage the help desk support team of 14 employees demonstrating a highly engaging and participative style. Provide coaching and development instruction by motivating and mentoring assigned representatives in attaining individual performance goals through evaluations/feedback. Act’s as a liaison between the leadership team associates and Vendors.

Toronto, Canada Area

Provided technical support and developed innovating solutions in alignment with business objectives.