Mark Peppiatt Email & Phone Number

Ottawa, On, Ca

Ottawa, Canada Area

Ottawa Ontario

Technical Support Lead/Head ConciergeNew customer on boarding specialist•Provided rotational 24/7 On-Call support for the Tehama.io platform•Provided user and enterprise support for a range of customer levels, including: End User Help Desk Annalists Corporate Network Engineering Executive (CTO) Level•Server Log analysis utilizing: Kabana SCP SSH/PuTTY basic Linux commands•Performed Lab VM and Server maintenance Ubuntu on Windows and Linux VM•Created initial User and Support documentation for Tehama•Assisted in creating updating support practices and procedures for the Support team at Tahama•Worked regularly with development and management teams to ensure smooth escalations of customer facing issues•Created a scripted install method for ease of deployment of the Tehama Gateway•Performed a full suite of Regression and Verification testing of the Tehama platform in a sandbox environment prior to Production server upgrade, hot fix and deployment windows•Consistently logged defects and feature requests to better align the Tehama platform/UI with customer needs Key Achievements:•Was key in converting the initial 75 existing customers from the legacy platform to Tehama within allotted time frame•Created user and installation documentation used to on-board new and existing customers. •Through scripted installation and procedure changes, installation times reduced by 75% on average

Kanata, Ontario, Canada

Enterprise Identity by BlackBerry Teir 3/4 Support & Release Testing•Provided rotational 24/7 On-Call support for Consumer BlackBerry ID one week of every month•Performed integrations with Enterprise Identity and 3rd Party SaaS applications including: WatchDox SalesForce Microsoft Office365 •Provided user and integration support for a range of customer levels, including: End User Corporate up to CTO & CEO level Government and Emergency Services•Server Log analysis utilizing: Hadoop SCP SSH/PuTTY basic Linux commands•End User device log analysis utilizing: BlackBerry internal tooling – BDT Notepad++ Fiddler 4•Performed Lab VM and Server maintenance utilizing VSphere and VM Ware including: Routine Windows Server updates Apache SSL Certificate updates on Windows Server, CentOS, Ubuntu and RedHat•Maintained a Nagios monitoring solution across three lab environments monitoring over 225 hosts•Worked with Legal and Executive teams to facilitate data sharing protocols with 3rd Party business partners on regular and AdHoc reporting requests.•Established Protocols for mass account delete requests by a 3rd Party Business partner who identified culprits flooding our network with message requests on the BlackBerry Messenger platform•Performed a full suite of Software Service and Verification testing of all EID services and supported SaaS applications during server upgrade, hot fix and deployment windows Key Achievements:•Successfully configured and documented steps configuring the Enterprise Identity platform with a BlackBerry Enterprise Server (BES 12)•Established and implemented account deletion protocols and procedures for Compromised consumer BlackBerry Identity accounts Adopted a backlog of requests dating back 6months, processed full backlog and was working in real time within 4 weeks

Kanata, Ontario, Canada

•Leadership and development of staff members, includingcareer coachingco-op development & mentoringMaintained call log database using SQL and MS SharePoint Services•Prepared reports used for Executive Summary meetings variety of resources including:MS AccessMS ExcelPower Point•Liaised between Identity Platform development team and Customer Support Operations for product/user supportsharing information between both organizations/bug logging and tracking when necessaryReviewing logs to identify points of contention•Active member of the internal new product beta teamTested alpha and beta hardware and software. Logged bugs, completed reports/surveys as necessary.•Experience with safety protocols when working in a faraday cage US cellular testing using a localized femtocell•Attended and hosted various weekly Leadership, Product and Triage meetings•Manual Sanity and Regression Testing:BlackBerry ID Product2nd and 3rd party integrations of BlackBerry ID•Quality and Testing tools used include: BugZillaHP Quality CenterMKS IntegrityJira •Provided device support to peers, management and employees Key Achievements:•Administered an Identity smoke test dashboard which provided real time overview of OS build stability and compatibility with BlackBerry ID •Oversaw a BlackBerry ID account delete process. Created an automated form used by contact center repsPrior to this process, there was no option delete an unused/unwanted account•Provided executive support to various C level executives (and family members) experiencing issues with their BlackBerry device – both in and out of my normal scope of support•Assisted in identifying issues preventing approx. 15M customers from accessing BlackBerry Messenger services after the BBM 7.0 rollout•Assisted in supporting the Global launch of cross platform BlackBerry Messenger (for iPhone and Android devices)

CR-3 Administrative Assistant Functions

• Leadership and development of 30 staff members, career coaching, agent development & mentoring• Projects include: the XPS outbound and email support process and site ownership model.• Provided performance effectiveness analysis and reporting services to Process Directors utilizing a variety of resources including MS Access, MS Excel and MS Power Point.• Provided research and analysis of top call drivers and team effectiveness to Process and Site Directors Key Achievements: • Lead two teams of agents simultaneously – Outbound team and Email team• Lead project and created the outbound process and training material in Ottawa• later deployed at 2 U.S. sister sites. Increased customer satisfaction by 10%• Simplified an existing misrouted customer escalation call back process, customer call back times reduced from 3 – 6 weeks to 24 – 48 hours• Kana Email administrator for Ottawa Dell site• Fusion (Outbound Call Management System) administrator for Ottawa Dell Site• Proposed and deployed a Fusion queue at the Dell Glasgow (UK) site• Adopted ownership of the Business Unit data share, reorganized user permissions correctly• Created and piloted a troubleshooting model intended to lower team dependency on the Tier II support team. Initial results show Tier II dependency reduced by 31%

• Managed, coached and mentored the daily operations of a unit of 28 - 35 staff members. • Ensured call flow compliance, monitored and reported agent performance and effectiveness metrics to senior management.

Microsoft Certified Systems Engineering

High School