Mark Myles Email & Phone Number

Audubon, Pa, Us

Audubon, Pa, Us

-Work with stakeholders on multiple teams to identify, prioritize, scope and process development initiatives as they relate to strategic business goals.-Evaluate current business processes and identify and evaluate gaps with industry benchmarks and current trends. -Develop, deliver (written and verbal), and reach agreement on high-level recommendations and the strategy for implementing proposed business/system changes.-Articulate and gain consensus on objectives, plans, and budgets for each application at all levels of the company.-Create, maintain and publish an application roadmap for each application.-Recommend specific staffing requirements for each application. -Identify and recommend the most appropriate resources (employees or vendors)-Implement an application management process including: tracking and communicating requests and issues; release planning; quality assurance planning and testing, training and communication planning, and ensuring that appropriate documentation is created and approved.-Member of the I.T. Leadership team involved in high level decisions and the steering of the Technology team.

Audubon, Pa, Us

-Work with stakeholders on multiple teams to identify, prioritize, scope and process development initiatives as they relate to strategic business goals.-Evaluate current business processes and identify and evaluate gaps with industry benchmarks and current trends. -Develop, deliver (written and verbal), and reach agreement on high-level recommendations and the strategy for implementing proposed business/system changes.-Articulate and gain consensus on objectives, plans, and budgets for each application at all levels of the company.-Create, maintain and publish an application roadmap for each application.-Recommend specific staffing requirements for each application. -Identify and recommend the most appropriate resources (employees or vendors)-Implement an application management process including: tracking and communicating requests and issues; release planning; quality assurance planning and testing, training and communication planning, and ensuring that appropriate documentation is created and approved.-Member of the I.T. Leadership team involved in high level decisions and the steering of the Technology team.

Audubon, Pa, Us

-Supervised Support staff including performance reviews, hiring and firing decisions on staff-Set goals and held tension and accountability with Support staff surrounding performance-Point of contact for escalations-Responsible for defining and implementing policies and procedures for Support Team-Worked with the management team and franchisees to identify, prioritize & scope process development initiatives as they relate to strategic business goals.-Point of contact for software development team on business impact-Evaluated current business processes and identify and evaluate gaps. Develop, deliver (written and verbal), and reach agreement on high-level recommendations and the strategy for implementing proposed business/system changes-Part of I.T. Management Team determining path for I.T. Department-Managing First Level Help Desk support with third party vendor

Audubon, Pa, Us

-Supervised the Helpdesk for a base of 1500 users-Collaborated with Development team for new initiatives -Supervised third party vendors-Managed the assignment of tickets for support agents-Ensured the timely and efficient response to issues-Gathered daily, weekly, and monthly statistics, and status reports-Developed training procedures for new hires-Documented processes -Quality Assurance testing for new software

London, Ontario, Ca

-Scheduled agent hours and monitored vacation requests-Delivered specified project goals-Provided ongoing agent training, coaching and quality checks-Compiled weekly agent and team statistics used for monthly scorecards-Monitored service level and made appropriate staff changes to hit goals-Handled client concerns and interacted with client daily in various capacities-Dealt with system wide complaints and franchise issues-Identified deficient areas in client's procedures and helped implement remedies-Authored training documents with the consultation of client-Monitored and corrected behavioural issues-Developed an IT training program to be implemented in a tight deadline-Supervised ongoing development and management of IT agents-Lead round table seminars for clients at annual conferences-Monitored revenue, labour and margins-Responsible for hitting revenue goals

London, Ontario, Ca

-Scheduled agent hours and monitored vacation requests-Delivered specified project goals-Provided ongoing agent training, coaching and quality checks-Compiled weekly agent and team statistics used for monthly scorecards-Monitored service level and made appropriate staff changes to hit goals-Handled client concerns and interacted with client daily in various capacities-Dealt with system wide complaints and franchise issues-Identified deficient areas in client's procedures and helped implement remedies-Authored training documents with the consultation of client-Monitored and corrected behavioural issues-Developed an IT training program to be implemented in a tight deadline-Supervised ongoing development and management of IT agents-Lead round table seminars for clients at annual conferences-Monitored revenue, labour and margins-Responsible for hitting revenue goals

London, Ontario, Ca

-Monitored service level and made appropriate staff changes to meet demands-Provided support for management (schedule changes, behavioural issues, etc.)-Provided initial agent training as needed-Delivered specified project goals-Responded to client IT requests (set up new software, solved client issues)

London, Ontario, Ca

-Dealt with quality assurance, appointment scheduling, call transferring, etc.-Assessed customer needs and wants-Managed customer complaints and dissatisfaction-Coordinated complaint resolution with business owner, customer and corporate staff

Education record

Education record