Marven Massey Email and Phone Number
Marven Massey work email
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Marven Massey personal email
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Marven Massey is a Director Customer Support Services at Prinova. He possess expertise in it service management, itil, integration, it management, management and 15 more skills. Colleagues describe him as "Marven has been a trusted colleague of mine for over 15 years since our paths crossed at Canada Pension Plan Investment Board. I have had the pleasure of working closely with Marven on several projects, and I can attest to his outstanding work ethic, strong communication skills, and exceptional leadership abilities. Marven has a proven track record of delivering high-quality results and has consistently demonstrated a commitment to excellence in every aspect of his work. Also, Marven is a friendly, down-to-earth, hardworking individual. I strongly recommend Marven, knowing he would make a valuable addition to any team.", "Marven is an exceptional team-player. He is results-oriented, highly motivated and has a solid IT management and ITIL/Best Practice background. His client focus, knowledge of business and his ability to deliver while keeping customer "delight" in the forefront make him an excellent choice as a member of any high-performance team.", and "Marven was an effective team lead, focused on the business needs with a good mix of personal support for his reports. Great guy to work with!"
Prinova
View- Website:
- messagepoint.com
- Employees:
- 167
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Director Customer Support ServicesPrinovaToronto, On, Ca
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Director - It Service ManagementInfrastructure Ontario Sep 2023 - PresentToronto, On, Ca -
Consultant - It Service Service Desk ManagerInfrastructure Ontario Mar 2023 - Sep 2023Toronto, On, Ca
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Director Of Customer SupportMessagepoint Nov 2015 - Mar 2023Toronto, On, Ca• Oversee global Tier 1 and 2 customer support and operations team in a 24x7x365 environment • Responsible for all staffing functions including hiring, coaching and development of staff ensuring a high level of employee engagement, resulting in increased productivity of personnel. • Lead the development and review of SLA’s, incidents, processes and technology for customer retention and continuous service improvement.• Advise partners on the Product Management, Customers Success and Solutions teams to drive product enhancements based on customer feedback and incident data.• Regularly report on metrics on support trends and data such as root cause and KPI’s for feedback to the various teams to drive service improvement. • Coordinate and run major incident review meetings, followed by formal RCA documentation for remediation.• Present support strategy, insight trends, achievements, and quarterly customer support updates to executive leadership and the broader Messagepoint team.• Create an environment for staff where knowledge sharing, coaching and staff development are focused upon to ensure staff retention and employee satisfaction.
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Manager, Service And SupportUniversity Health Network Mar 2013 - Nov 2015Toronto, Ontario, Ca• Developed and executed an IT support strategy that aligned with UHN’s vision, strategic plan and business goals.• Provided exemplary customer service at all levels of the medical imaging department using effective service desk strategies, high quality assurance standards, and successful service desk processes.• Ensured quality and continuous improvement of service and support by monitoring team metrics and performance SLA’s• Ensured regulatory compliance of the medical imaging tool (Corel) for updates and access to UHN’s patient records• Worked closely with the IT teams across UHN’s network of hospitals to standardize the support and delivery of the medical imaging application • Evaluated service processes and identify weakness in support to reduce organizational risk• Supported 15 staff members across UHN’s six hospital sites including hiring, completing performance reviews, compensation and terminations. • Developed and maintained the annual staffing budget to meet staffing and process improvement needs• Managed budget of +$1Mill with other Informatics department managers • Collaborated with clinical Managers, executives and Physicians across the organization in planning, developing and implementing information technology enterprise business solutions -
Senior Analyst - It Service ManagementCpp Investment Board Nov 2010 - Mar 2013Toronto, On, Ca• Development of Incident Management and Change Management workflows to support BMC Service Desk Express (SDE). • Utilized SDLC “best practices” in SDE solution development• Successfully developed and implemented over 15 patches to SDE addressing client requests/defects • Provided second level support for the SDE application addressing major issues while cross training the Service Desk Team for first level incidents. • Supported and developed complex integration from SDE with Atlassian’s JIRA• Acted as the Change Manager including liaising with clients, coordinating and scheduling changes and performing Change Impact Analysis • Automated critical technology fulfillment requests in SDE• Created and documented test cases for major SDE releases• Contract was renewed 4 times due to exemplary performance -
Service Desk ManagerAgfa Healthcare Jun 2009 - Nov 2010Mortsel, Be• Established a Canadian based Service Desk from the United States which included conducting interviews and selected the core Service Desk team • Developed single-point-contact protocol process for all employees requiring assistance when contacting the Service Desk• Provided leadership, motivated, challenged and mentored Service Desk personnel • Conducted quarterly assessments and address staff performance where needed• Escalated unsolved issues appropriately to Senior Management• Developed and managed Key Performance Indicators with an emphasis on setting, monitoring and assessing work standards and maintaining high standards of performance and quality• Managed the call volume and requests to meet and exceed established Service Level Agreements• Provided backup on the Service Desk utilizing my technical experience and skill as a technical analyst -
Senior AnalystWillis Towers Watson Jun 2004 - Jun 2009London, England, Gb• Successfully designed and deployed Service Desk Express and Self Service Help Desk in Asia Pacific, Latin America and the United Kingdom on time and with allocated budget of $300K.• Implemented Service Desk Express and Self Service Help Desk across multiple platforms in Europe and North America• Translated user requirements into a successful delivered solution for Service Desk Express• Created and maintained technical documentation of the technical architecture of the Service Desk Express application• Managed the application of patches, physical and logical security, release integrity/patches and overall hardware architecture.• Conducted detailed cost/benefits analysis when recommending new modules and upgrades concerning future implementations and system requirements -
Technical Support ManagerWillis Towers Watson Sep 1999 - Jun 2004London, England, Gb• Managed a national team of Service Desk staff which included hiring, coaching, mentoring and conducting salary/performance reviews.• Provided direction to Service Desk personnel on to how handle technical problems and requests to achieve optimal customer service and agreed upon SLA’s.• Created and maintained the content of the Service Desk company website• Streamlined and re-vamped the overall Service Desk processes to effectively meet client requirements.• Facilitated change both within IT department and in the business reflecting user requirements.• Identified current and future roadblocks and resolved difficult issues on a frequent basis in a timely, efficient and professional manner. • Produced monthly metrics to review analyst’s performance and identify any problem “trends” • Managed vendor relationships to address service issues and conduct contract negotiations for the acquisition of new equipment and services
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Service Desk AnalystEnbridge Oct 1995 - Sep 1999Calgary, Ab, Ca• Utilized my vast knowledge of LAN’s, WAN's, PC's, and communications equipment to analyze and resolve clients problems effectively.• Downloaded standard Windows NT configuration and verified all applications and connectivity to network were functional.• Generated ACD reports for calls inbound calls to compare against problem tickets to ensure the accurate number of calls were being logged by Help Desk personnel.• Functioned rationally and made quick decisions in a high pressure Helpdesk environment.• Provided first and second level support for a client base of 8000 users, handling a volume of 4000 5000 calls per month.• Maintained a 78% first level resolution rate due to my exceptional technical knowledge. • Created problem tickets in the ARS Remedy application providing detailed trouble shooting information for desktop support team. -
Support AnalystBrookfield Properties Feb 1995 - Oct 1995New York, Ny, Us• Provided first line support for all hardware and software in a Novell and a DEC VAX/VMS environment.• Provided support for a variety of applications with an emphasis on Windows products.• Ensured constant availability of DEC VAX and the Novell LAN systems through a daily system checklist that I developed.• Configured PC's to connect Novell network and to DEC VAX• Installed and support remote connections from other regional management offices that connect to the DEC VAX in Toronto.• Provided network administration such as adding, modifying, deleting users, managing LAN disk space, setting user restrictions and other related tasks.• Created and maintain user security access to the DEC VAX and the in house P.M.S. system through VMS DCL and P.M.S. security access programs. -
Support Analyst - TorontoDylex Corp Dec 1992 - Feb 1995• Provided support for all hardware and software in a Novell and a Windows NT network environment for 130 users.• Maintained a efficient user environment through my high level support of the MS Office suite of products including MSMail and Schedule+• Trained executive management in effective utilization of available MIS resources. • Developed a project plan for the implementation of Windows NT.• Performed extensive research for the acquisition of new technologies.• Given full responsibility for the development and implementation of in house user training.• Downloaded data files from OS/2 server and imported into MSAccess for reports.
Marven Massey Skills
Marven Massey Education Details
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University Of TorontoCertified Business Analysis Professional (Cbap) Certification -
Sheridan CollegeInformation Systems
Frequently Asked Questions about Marven Massey
What company does Marven Massey work for?
Marven Massey works for Prinova
What is Marven Massey's role at the current company?
Marven Massey's current role is Director Customer Support Services.
What is Marven Massey's email address?
Marven Massey's email address is ma****@****ail.com
What schools did Marven Massey attend?
Marven Massey attended University Of Toronto, Sheridan College.
What are some of Marven Massey's interests?
Marven Massey has interest in Politics, Science And Technology, Human Rights, Animal Welfare, Health.
What skills is Marven Massey known for?
Marven Massey has skills like It Service Management, Itil, Integration, It Management, Management, Troubleshooting, Disaster Recovery, Change Management, Technical Support, Enterprise Software, Service Desk, Networking.
Who are Marven Massey's colleagues?
Marven Massey's colleagues are Jim Duval, Kate Ushakova, Jeremy Devall, Tamara Sargeant, Nisanthan Sivapalan, Olga Borovicka, Cpa, Cga, Patti Sicord.
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