Mat Forge Email & Phone Number

Quebec, Canada

Coordinate and lead database/infrastructure/telecom and other support teams as required to diagnose, troubleshoot and resolve complex support issues beyond the immediate application code and server infrastructure.Pro-actively schedules and executes disaster recovery procedures on a regular basis. Identifies and implements opportunities to streamline and improve procedures and reduce the potential for downtime.Create and maintain process and/or troubleshooting documentation in the support knowledge base including disaster recovery plans. Maintain records of third-party end-of-life dates for software and work with other teams to ensure currency. Maintain records of software licenses and renewal dates and license keys.Investigate production issues managing through to resolution independently or in-collaboration with incident management teams.Solve immediate application problems through configuration changes, data modification, server commands, or other methods as required. Executes a variety of documented and ad-hoc solution options independently. For more complex application issues, helps identify the root cause of problems and remediates them.Install, test and deploy application server software and related components in support of platform evolution and application changes. Lead initiatives to perform infrastructure (including application certificates) and application server software upgrades/patching to keep currency.Provides input to the design of new application software changes that improve the reliability or operational efficiency of the platformProvide both active and on-call 24x7/ 365 production support to the vendor and/or in-house built software platforms, with a focus on file transfer services.

Montreal, Canada Area

Takes accountability and ownership on all transaction processing and settlement related escalations/incidents for various payment processing gateway and host systems. Provides exceptional technical and business support for the Moneris systems and applications to internal, external and 3rd Party stakeholders ensuring effective and timely resolution of items. 24/7 on-call support is required to support these critical transaction processing and settlement services.Investigation of financial and settlement related inquiries resulting from unexpected rejected items, fee re-classification and/or settlement discrepancies.Where resolution necessitates involvement of more specialized expertise, identifies required parties to achieve resolution and actively leads all parties to achieve consensus on impact and resolution activities.Manages priority of items assigned to resolve within Service Level expectations and to ensure impacts to Business productivity, reputation impacts and financial impacts are minimized.Leveraging and providing direction to cross-functional expertise as required for the resolution of identified production issuesPerforming trend-identification, analysis, and reporting on all production and product-related issues arising from Moneris operational areassubject-matter expertise, and ensuring that appropriate documentation and processes are created and placed for post implementation.Investigation and troubleshooting of complex internal and merchant escalations on all payment gateway and host systems.

Montreal, Canada Area

Accountable for effective handling of ongoing and systematic customer escalations that could not be resolved through the regular process (Contact Centre agents) and escalation touch points (Experience Coach – Contact Centre). Responsible for proactively identifying the root cause of any systematic escalation to Moneris Merchants, Affiliates, Partners, Moneris stakeholders and Senior Management within the Operations & Service Delivery areas. Also responsible for providing an end-to-end assessment of the customer experience in concert with organizational expectations and live support of the customer contact centre frontline team.• Providing next level (tier 4) escalation support to the Experience Coach – Contact Centre (tier 3)• Establishing relationships and liaise with external partners including: RBC OCC, RBC Card Based Systems Support and RBC Tandem Operations to resolve complex customer escalations• Representing the Technical Support Center as a subject matter expert and liaise with Senior Management, Service Managers, various 3rd party help desks and support areas, including but not limited to, Client Relations, Client Integration, Product, and Sales to resolve systematic issues with National and IB Moneris customers • Providing regular feedback to the Product team on device troubleshooting trends and sponsoring any necessary changes to frontline process or Help Outlet solutions as encountered this mechanism• Accountable for the achievement of time to resolution targets• Proactively seeking opportunities for service delivery improvements and escalation mitigation, working collaboratively with customer support areas, as well as service partners, where required• Managing financial discretionary limits as assigned• Investigating, tracking and communicating root cause and resolution for all received escalations• Investigation includes consultation with various internal channels

Montreal, Canada Area

• Responsible for compliance with corporate policies established by Moneris Corporation including but not limited to the HR Code of Conduct, Technology Policy & Privacy Policy.• Responsible to use Q-Finiti and other related tools to monitor and objectively assess inbound outbound customer calls according to requirements / standards as set forth by the business.• Responsible for demonstrating and maintaining a high level of quality assurance awareness and to lead by example.• Responsible to provide recommendations to improve the overall delivery of the customer experience.• Responsible for promoting areas of opportunity and providing insight on trends and related monitoring observations.• Responsible for keeping current with related monitoring requirements (e.g., audit policies, best practices).• Responsible for maintaining a level of subject matter expertise by keeping current with product knowledge / attending training / use of Help Outlet and subsequently meeting the requirements of the QA Certification program.• Responsible for actively participating in scheduled monthly coaching and team calibration sessions and applying lessons learnt to daily performance and productivity.• Responsible for ensuring that deliverables are met daily / weekly / monthly.• Responsible for providing thorough and accurate analysis through written and verbal communication.• Responsible to provide coaching items to customer facing employees and for providing observations and trends.• Responsible for providing quarterly trending summaries by agent and for meeting with the Team Manager to discuss quality assurance related trends and opportunities (Customer Service group only).

• Provide technical support to Moneris customers as it relates to diagnosing issues with their point of sale hardware, eCommerce solution software, and any network troubleshooting required • Answer the helpdesk phone and provide call resolution or assign (escalate) to appropriate level 2 support • Using effective problem solving techniques to manage customer expectations while managing multiple priorities • Assist 3rd party helpdesks and partners with integrated point of sale solutions as needed • Promoting our products and services to our customers in order to maximize leads for our Sales Group • Identifying process gaps and product opportunities and providing recommendations

Montreal, Canada Area

- Support Software & Hardware technicians in their daily tasks.- Support Escalated cases.- Support Q&A- OS Support (Windows, Mac, Linux)- Process Optimisation- Web & Social Media support

Montreal, Canada Area

- First Aid & Evacuation leader- Cardio-secours/DEA- Cour CSST (A+)

Montreal, Canada Area

- Support Level 1, 2, 3 technicians- Resolve escalated cases- Provide hardware & software solutions- Back up web support- Administrative logistics

Bs, Information Technology Project Management

Certificate, Linux Introduction

Certification, Outstanding Customer Care

Delivering Outstanding Customer Service.

Des Science 536, Mathematics

Honour student in Advanced Mathematics, Physics & Chemistry 536.