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

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

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:

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.
• 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.
• 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.
• 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.

• 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..
• 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.