Matthew Nicholson Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Montreal, Canada Area

- Management of day-to-day client operations and requests.- Responsible for meeting Service Level Agreements and KPI targets within a multi-client environment.- Escalation Handling.- SOX Reporting for various client billing designs.- Ensuring the development of Team Members through coaching and supervision.- Cross-team communication with Intraday and Workforce management teams to ensure proper coverage for client requirements.

- Point of contact for first level agent assistance & guidance to resolve complex or uncommon scenarios.- Technical & Procedural trainings to new and existing staff.- Setup of agent hardware and tools including management of internal assets to ensure accurate inventory records.- Knowledge Base Management: Creation and updates of technical procedures & processes pertaining to client support.

- Handling of Tier-1 Incidents or Requests via Phone or E-Mail.- First-Level diagnosis and troubleshooting.- Documenting and processing tickets through Remedy ITSM, AR Remedy, and ServiceNow.- Following escalation procedures to second level support teams or third party vendors.

- End-to-end management of High & Critical Incidents with the goal of restoring normal service operations for internal and external clients.- Initiate and coordinate technical conference calls with cross-functional support groups.- IT Service Management (ITSM) based on ITIL best practices.

- Handling of Tier-1 Incidents or Requests via Phone or E-Mail.- First-Level diagnosis and troubleshooting.- Documenting and processing of tickets through Remedy ITSM, AR Remedy, and ServiceNow.- Following escalation procedures to second level support teams or third party vendors.

- Design and setup a test environment of servers including Windows 2008 R2, Windows 2003 & Windows NT operating systems.- Utilization of test environment to verify Forest & Domain functionality levels when Domain Trusts are put into play. (Active Directory Domains and Trusts & Active Directory Sites and Services)- Setup of DNS servers in the test environment.- Create and present MS PowerPoint presentation with results.

Non-Credit, Creative Writing

Aec, Network And System Administration/Administrator